JP7635674B2 - Information processing device and information processing method - Google Patents

Description

This disclosure relates to an information processing device and an information processing method.

A locker management system has been disclosed that determines which locker a user will use based on the user's locker usage request, and dispatches an autonomous vehicle equipped with the determined locker to the user (for example, Patent Document 1).

JP 2019-96201 A

The present disclosure aims to provide an information processing device and information processing method that can rapidly respond to support cases that arise in unmanned vehicles that provide specified services.

One aspect of the present disclosure is
Detecting an occurrence of a support event requiring human intervention regarding a vehicle providing a predetermined service;
Requesting a virtual manager located in the vicinity of the vehicle to handle the support case;
A control unit that executes
The information processing device includes:

Another aspect of the present disclosure is
The computer
Detecting an occurrence of a support event requiring human intervention regarding a vehicle providing a predetermined service;
Requesting a virtual manager located in the vicinity of the vehicle to handle the support case;
It is an information processing method for performing the above.

This disclosure makes it possible to quickly respond to support issues that arise in unmanned vehicles that provide specified services.

FIG. 1 is a diagram showing an example of a system configuration of a movable locker system according to the first embodiment. FIG. 2 illustrates an example of the hardware configuration of the center server, the user terminal, and the vehicle. FIG. 3 is a diagram illustrating an example of the functional configuration of the center server, the user terminal, the vehicle, and the store terminal. FIG. 4 is an example of information held in the user information database. FIG. 5 is an example of information held in the virtual manager terminal information database. FIG. 6 is an example of information stored in the incentive information database. FIG. 7 is an example of information held in the history information database. FIG. 8 is an example of information held in the service information database. FIG. 9 shows an example of a user registration screen of a user terminal. FIG. 10 shows an example of a support request screen on a user terminal. FIG. 11 is an example of a flowchart of processing of a vehicle according to the first embodiment. FIG. 12 is an example of a flowchart of processing by the center server according to the first embodiment. FIG. 13 is an example of a flowchart of a user registration process in a user terminal. FIG. 14 is an example of a flowchart of a process performed by a user terminal when a support request is received. FIG. 15 is a diagram showing an example of a sequence of a virtual administrator's response to a vehicle support case in the first embodiment. FIG. 16 is a flowchart of the implementer selection process in the modified example of the first embodiment. FIG. 17 is an example of a flowchart of processing of a vehicle according to the second embodiment.

There is a system that provides a temporary luggage storage service in which a vehicle carrying lockers moves around, allowing users to deposit or retrieve luggage from the lockers at a location designated by the user. A locker that can be moved around by being loaded onto a vehicle is hereinafter referred to as a mobile locker. A temporary luggage storage service using a mobile locker is hereinafter referred to as a mobile locker service.

The vehicles used for the mobile locker service are expected to be unmanned and capable of autonomous driving. Since there are no staff on board the vehicles, if an abnormality occurs inside the vehicle, for example, it will be necessary to return to the center that manages the vehicles. For example, relatively minor abnormalities such as forgetting to close the locker door, leaving trash inside the vehicle, and dirt inside the vehicle can be handled without specialized knowledge and skills, or special tools, etc.

In one aspect of the present disclosure, virtual managers are recruited from users registered with the mobile locker service to handle minor maintenance of vehicles, and a system is constructed in which vehicle managers are scattered at various locations. When a support issue occurs in a vehicle, such as a minor abnormality, a nearby user who is registered as a virtual manager is asked to handle the support issue and resolve it. This can, for example, eliminate the need to return to the center, and improve the operating rate of vehicles used in the mobile locker service. Note that the system in which users are scattered as virtual managers is not limited to the mobile locker service, but can be applied to any service in which vehicles are used.

One aspect of the present disclosure is an information processing device that includes a control unit that detects the occurrence of a support case that requires human intervention for a vehicle that provides a specified service, and requests a virtual administrator located in the vicinity of the vehicle to handle the support case. The information processing device is, for example, a server that controls the vehicle, or a computer installed in the vehicle. The control unit is, for example, a processor such as a CPU (Central Processing Unit).

Support cases include, for example, fixing trash left inside the vehicle, cleaning the interior of the vehicle, etc. If the vehicle is an electric vehicle that runs on electricity, support cases also include support with charging. If the specified service is, for example, a mobile locker service, support cases also include fixing forgetting to close the locker door, assistance with loading and unloading luggage, and transporting luggage to a specified location. Note that support cases for vehicle 3 are not limited to these.

A virtual administrator is a person other than a person engaged in the specified service or vehicle maintenance who is responsible for handling support issues that arise regarding vehicles used for a specified service. In addition to virtual administrators, they may also be called supporters or helpers. A virtual administrator is a user who is registered with a specified service or a staff member at a store of an affiliated business. A user who is registered with a specified service may choose whether or not to register as a virtual administrator.

The control unit may identify a virtual administrator located near the vehicle based on the respective position information of the vehicle and the terminal used by the virtual administrator, and may request the identified virtual administrator to handle the support case. For example, if the information processing device is a server, the request to the virtual administrator to handle the support case may be made by sending a request to the terminal used by the virtual administrator. However, this is not limited to this, and if the information processing device is a computer mounted on the vehicle, for example, a sound requesting a support case to be handled may be output from a speaker provided in the vehicle to notify virtual administrators present in the vicinity.

According to one aspect of the present disclosure, by requesting a support issue that occurs with a vehicle from a nearby virtual manager, the support issue can be dealt with more quickly. For example, in the case of a minor maintenance issue, the issue can be resolved quickly and without unnecessary driving, improving the vehicle's operating rate. In addition, in the case of a support issue that occurs with a vehicle, such as loading and unloading luggage or transporting luggage from the vehicle to a specified location, by requesting a nearby virtual manager to handle the issue, support can be provided to the user regarding service use even if no staff is in the vehicle.

In one aspect of the present disclosure, the control unit may further identify a virtual manager who matches attributes according to the type of support case from among the virtual managers present in the vicinity of the vehicle. For example, if the type of support case is loading/unloading or transporting luggage, it may be difficult for a woman to handle it if the luggage is large or heavy, and a male virtual manager would be more suitable. Therefore, according to one aspect of the present disclosure, it is possible to request a virtual manager with attributes that are highly suitable for the type of support case to handle the support case, and the support case can be handled smoothly.

In one aspect of the present disclosure, when a support case arises due to a request from a user and the control unit has accepted the user's desired conditions, the control unit may further identify a virtual administrator with attributes that satisfy the desired conditions. This makes it possible to request a virtual administrator that meets the desires of the user requesting support to handle the support case.

In one aspect of the present disclosure, the control unit may grant a predetermined incentive to a virtual administrator who has handled a support case. The value or content of the incentive may be a value according to the type of support case, or may be determined according to whether the virtual administrator who handled the support case is an individual user or a staff member of a business partnered with a predetermined service. This can encourage the implementation of handling support cases. This can also increase motivation to register as a virtual administrator, and increase the number of virtual administrators.

As another aspect, the present disclosure can also be specified as an information processing method executed by a computer. The information processing method includes detecting the occurrence of a support case requiring human intervention for a vehicle that provides a specified service, and requesting a virtual administrator located in the vicinity of the vehicle to handle the support case.

Hereinafter, embodiments of the present disclosure will be described with reference to the drawings. The configurations of the following embodiments are merely examples, and the present disclosure is not limited to the configurations of the embodiments.

First Embodiment
FIG. 1 is a diagram showing an example of the system configuration of a mobile locker system 100 according to the first embodiment. The mobile locker system 100 is a system that provides mobile coin lockers by mounting coin lockers on a vehicle and traveling the vehicle. A user can deposit luggage in a locker at a designated location, have the luggage stored for a specified period of time, and retrieve the luggage from the locker at the designated location. The location where the luggage is deposited and the location where the luggage is retrieved may be different. A usage fee is charged to the user according to, for example, the length of time the luggage is deposited and the distance between the location where the luggage is deposited and the location where the luggage is retrieved.

The mobile locker system 100 includes a center server 1, lockers 4, a vehicle 3 that carries the lockers 4, a user terminal 2 of a user who is registered with the service, and a store terminal 5 used in a store of a business partnered with the service. Note that the mobile locker system 100 includes multiple user terminals 2, vehicles 3, lockers 4, and store terminals 5, but for the sake of convenience, only one of each is shown in FIG. 1.

Locker 4 has multiple storage compartments in a single housing. Each storage compartment in locker 4 has a door and can be locked and unlocked.

In the mobile locker service, it is assumed that, in principle, the user who deposits luggage in locker 4 and the user who retrieves the luggage from the locker are the same person. However, it is also possible for the user who deposits luggage in the locker to hand over the authentication information or physical key for the electronic lock of locker 4 to another user and request that the luggage be retrieved.

The vehicle 3 is an autonomous vehicle. No staff are on board the vehicle 3, and the vehicle runs unmanned except when the user deposits or retrieves luggage from the locker 4. In the first embodiment, the vehicle 3 is assumed to be an electric vehicle that uses power from a rechargeable battery as its energy source. However, the vehicle 3 is not limited to this, and may be an engine-driven vehicle that uses gasoline as its energy source, or a hybrid vehicle that uses electricity and gasoline as its energy source. In the first embodiment, the vehicles 3 run in their respective assigned areas. The vehicles 3 may run on an on-demand basis, in which the vehicles run in response to a request for service use, or may travel along a predetermined route. In the first embodiment, the vehicles 3 are assumed to run on an on-demand basis.

The user terminal 2 is a terminal used by a user who is registered for the service of the mobile locker system 100. The user terminal 2 is, for example, a smartphone, a tablet terminal, or a PC (Personal Computer), etc. An application program for using the service of the mobile locker system 100 is installed in the user terminal 2.

The store terminal 5 is, for example, a PC, a tablet terminal, or a POS (Point Of Sales) terminal. An application program for executing processing related to the mobile locker system 100 is installed in the store terminal 5. In the first embodiment, it is assumed that the store terminal 5 is a terminal used within the store premises.

The user terminal 2, the vehicle 3, and the store terminal 5 are connected to a network N1 and communicate with the center server 1 through the network N1. The network N1 is, for example, a public network such as the Internet. The vehicle 3 is, for example, equipped with a device having a communication function, and can connect to the network N1 and communicate with the center server 1 by using the device.

The center server 1 is a server that manages the mobile locker system 100. When a user uses the services of the mobile locker system 100, the user transmits a request to use a locker to the center server 1 through an application program on the user terminal 2. Together with the request to use a locker, information specified by the user regarding the location and date and time to deposit the luggage, and the location and date and time to retrieve the luggage, is also transmitted to the center server 1.

When the center server 1 receives a locker use request from the user terminal 2, it determines the vehicle 3 that will travel to the specified location at the specified date and time, and the storage section of the locker 4 that will store the luggage. If the locker 4 is equipped with an electronic lock, the center server 1 notifies the user terminal 2 of the authentication information of the locker 4. The user then meets the vehicle 3 at the specified location, gets into the vehicle 3, stores the luggage in the locker 4, and locks the locker 4 using the authentication information received from the center server 1. When retrieving the luggage, the user meets the vehicle 3 at a previously specified location, gets into the vehicle 3, unlocks the mobile locker 4 using the authentication information received from the center server 1, and retrieves the luggage from the locker 4.

In the first embodiment, the user of the user terminal 2 and the operator of the store equipped with the store terminal 5 are registered as virtual managers of the mobile locker system 100. The virtual manager is a person who is applying to handle support cases related to the vehicle 3. Support cases include, for example, forgetting to close the door of the locker 4, leaving trash in the vehicle 3, minor abnormalities such as insufficient charging, support for loading and unloading luggage into the vehicle 3, and transporting luggage from the vehicle 3 to a specified location. Note that support cases are not limited to these. Normally, maintenance related to the vehicle 3 is performed by the manager of the mobile locker system 100, but for cases that do not require special skills, equipment, tools, etc., such as the above support cases, the virtual manager is given the authority to carry out the maintenance. The virtual manager is also called a supporter or a helper. A specified incentive is given to the virtual manager who handles the support case.

When the center server 1 detects that a support case has occurred in the vehicle 3, it identifies a virtual manager who is present within a predetermined distance from the vehicle 3, and sends a support request to the user terminal 2 or store terminal 5 of the identified virtual manager. The occurrence of a support case is detected, for example, by a notification from the vehicle 3, a request from the user terminal 2, and monitoring of the vehicle 3 by the center server 1.

The virtual administrator who received the support request handles the support case for the vehicle 3. If the support case is that the door of the locker 4 was left open, the response is, for example, closing the door of the locker 4 that was left open. If the support case is that trash was left inside the vehicle 3, the response is, for example, removing and disposing of the trash inside the vehicle 3. If the support case is that the battery is low, the response is, for example, providing a charging station for the vehicle 3 and/or plugging the charging cord of the vehicle 3 into an outlet. If the support case is support for loading and unloading luggage into the vehicle 3, the response is loading luggage onto the vehicle 3 or unloading luggage from the vehicle 3. If the support case is transporting luggage from the vehicle 3 to a specified location, the response is, for example, transporting luggage from the vehicle 3 to the specified location.

As a result, even if the vehicle 3 is operating unmanned, if manpower is required, the help of a nearby virtual manager can be obtained. For example, if the abnormality is minor, it can be resolved without the vehicle 3 being moved to a maintenance facility, etc., and the operating rate of the vehicle 3 can be improved. Furthermore, since a user can simply call a virtual manager when he or she requires support, the convenience of the mobile locker service can be improved. Furthermore, since there is no need to have staff on board the vehicle 3, labor costs can be reduced.

Figure 2 shows an example of the hardware configuration of the center server 1, the user terminal 2, and the vehicle 3. The center server 1 is, for example, a computer dedicated to being a server or a general-purpose computer. The center server 1 includes, as its hardware configuration, a CPU 101, a memory 102, an external storage device 103, and a communication unit 104. The memory 102 and the external storage device 103 are recording media that can be read by a computer. The center server 1 is an example of an "information processing device."

The external storage device 103 stores various programs and data used by the CPU 101 when executing each program. The external storage device 103 is, for example, an erasable programmable ROM (EPROM) or a hard disk drive. Programs stored in the external storage device 103 include, for example, an operating system (OS), a control program for the mobile locker system 100, and various other application programs.

The memory 102 is a storage device that provides the CPU 101 with a storage area for loading programs stored in the external storage device 103 and a working area, and is used as a buffer. The memory 102 may be, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), or the like.
This includes semiconductor memory such as IEEE 802.11b/g/n (IEEE 802.11b/g/n) and IEEE 802.11b/g/n (IEEE 802.11b/g/n).

The CPU 101 executes various processes by loading the OS and various other application programs stored in the external storage device 103 into the memory 102 and executing them. The number of CPUs 101 is not limited to one, and multiple CPUs 101 may be provided. The CPU 101 is an example of a "control unit."

The communication unit 104 is, for example, a network interface card (NIC). The communication unit 104 is connected, for example, via a wire to an access network such as a local area network (LAN), and is connected to the network N1 through the access network. However, the communication unit 104 is not limited to a circuit that connects to a network via a wire, and may be, for example, a wireless communication circuit that conforms to a wireless communication method such as WiFi or a mobile communication method.

Next, the user terminal 2 is, for example, a smartphone, a tablet terminal, a wearable terminal, or a PC. The user terminal 2 includes, as its hardware configuration, a CPU 201, a memory 202, an external storage device 203, a wireless communication unit 204, a touch panel display 205, and a position acquisition sensor 206. However, in FIG. 2, the hardware components that perform the processing according to the first embodiment are extracted and shown as the hardware configuration of the user terminal 2, and the hardware components included in the user terminal 2 are not limited to the elements shown in FIG. 2.

The CPU 201, memory 202, and external storage device 203 are similar to the CPU 101, memory 102, and external storage device 103, respectively. However, the storage device (storage) employed as the external storage device 203 is, for example, a flash memory. The external storage device 203 may also include a portable recording medium such as an SD card. In addition to the OS, the external storage device 203 also holds application programs for using the services of the mobile locker system 100.

The wireless communication unit 204 is a wireless communication circuit conforming to a mobile communication method such as 5G (5th Generation), 6G, 4G, and LTE (Long Term Evolution), and a wireless communication method such as WiMAX and WiFi. The wireless communication unit 204 connects to the network N1 by wireless communication and enables communication with the center server 1.

The touch panel display 205 outputs an image according to an instruction from the CPU 201, and outputs a signal input by the user to the CPU 201. The position acquisition sensor 206 is a sensor that acquires position information indicating the current position of the user terminal 2. The position acquisition sensor 206 is, for example, a GPS (Global Positioning System) receiver.
The location information acquired by the location acquisition sensor 206 is, for example, latitude and longitude. However, the location acquisition sensor 206 is not limited to a GPS receiver, and the location information acquired by the location acquisition sensor 206 is not limited to latitude and longitude. The location information acquired by the location acquisition sensor 206 is output to the CPU 201.

Vehicle 3 is equipped with a data communication device 310, a touch panel display 320, a sensor 330, and a speaker 340. However, in FIG. 3, the hardware components related to the processing of the mobile locker system 100 are extracted and shown, and the hardware configuration of vehicle 3 is not limited to that shown in FIG. 3.

The data communication device 310, the touch panel display 320, the sensor 330, and the speaker 340 are connected to each other via an in-vehicle network such as in-vehicle Ethernet (registered trademark) or a CAN (Controller Area Network).

The touch panel display 320 is provided, for example, inside the vehicle 3. In the first embodiment, the touch panel display 320 is used as an input device for user operations when a user requests support, such as loading and unloading luggage or transporting luggage to a specified location. Also, in the first embodiment, the touch panel display 320 is used as an input device for user operations to complete a support case. In the first embodiment, the touch panel display 320 displays a screen according to instructions from the data communication device 310, and outputs the input user operations to the data communication device 310.

The sensor 330 is a sensor that monitors the condition inside the vehicle 3. For example, the sensor 330 is a camera, a sensor that detects the opening and closing of the door of the locker 4, etc. A plurality of sensors 330 may be provided. The sensor 330 may also include a plurality of types of sensors. The sensor 330 is used to detect minor abnormalities inside the vehicle 3, such as the door of the locker 4 being left open and trash being left behind. The detection value of the sensor 330 is output to the data communication device 310. For example, if the sensor 330 is a camera, the detection value of the sensor 330 is a captured image, and if the sensor 330 is a sensor that detects the opening and closing of the door of the locker 4, the detection value is information indicating that the door has been opened or closed.

The speaker 340 is installed, for example, facing the outside of the vehicle 3. In the first embodiment, the speaker 340 receives audio data from the data communication device 310 and outputs audio.

The data communication device 310 includes, as its hardware configuration, a CPU 301, a memory 302, an external storage device 303, a wireless communication unit 304, and a position acquisition sensor 305.
The data communication device 310 actually performs communication with the center server 1 of the vehicle 3, but hereinafter, for convenience, the vehicle 3 will be expressed as the subject of communication. In other words, when it is stated that the vehicle 3 transmits or receives data, it is actually the data communication device 310 that transmits or receives the data.

The hardware configuration of the store terminal 5 is similar to that of the user terminal 2, for example. That is, the store terminal 5 includes a CPU, a memory, an external storage device, and a touch panel display. The store terminal 5 also includes either a communication unit or a wireless communication unit depending on the type of device. The store terminal 5 may also include a position acquisition sensor. However, the store terminal 5 may be a stationary device, in which case the store terminal 5 may not include a position acquisition sensor. In the first embodiment, the store terminal 5 is assumed to be a terminal used within the store premises, and the store's position information is substituted for the position information of the store terminal 5. Therefore, in the first embodiment, the store terminal 5 may not include a position acquisition sensor, and even if it does include a position acquisition sensor, it is not used.

Note that the hardware configurations of the center server 1, user terminal 2, and vehicle 3 shown in FIG. 2 are merely examples, and the hardware configurations of the center server 1, user terminal 2, and vehicle 3 are not limited to those shown in FIG. 2. For example, in addition to the hardware components shown in FIG. 2, the user terminal 2 also includes a microphone, speaker, camera, and position sensors such as a Global Positioning System (GPS) as part of its hardware configuration.

Figure 3 is a diagram showing an example of the functional configuration of the center server 1, user terminal 2, vehicle 3, and store terminal 5. The center server 1 has, as functional components, a control unit 11, a virtual manager terminal information DB 12, an incentive information DB 13, a history information DB 14, a service information DB 15, and a user information DB 16. The processing of the control unit 11 is achieved by the CPU 101 executing the control program of the mobile locker system 100. Note that hereinafter, when the term "user terminal 2" is used, it refers to the user terminal of a user who is registered as a virtual manager, and the processing as the virtual manager's terminal is explained. The processing of the user terminal of a general user who uses the mobile locker service is simply referred to as "user terminal".

The control unit 11 detects the occurrence of a support case related to the vehicle 3 and requests a virtual manager in the vicinity of the vehicle 3 to handle the support case. First, the control unit 11 receives location information from the vehicle 3 and the user terminal 2 at a predetermined cycle, and monitors the location of each.

The control unit 11 detects the occurrence of a support case by, for example, receiving a support request from a user terminal or vehicle 3 requesting that the support case be addressed. Along with the support request, identification information and location information of the sending user terminal or vehicle 3, and information related to the support case are also received. The information related to the support case is, for example, information indicating the type of support case and detailed information about the support case. Types of support cases include, for example, forgetting to close the locker 4 door, leaving trash behind, insufficient charging, loading and unloading luggage, and transporting luggage. The information indicating the type of support case is, for example, a flag, code, or keyword.

The information included in the detailed information of the supporting case varies depending on the type of supporting case. If the supporting case is the door of a locker 4 being left open, the detailed information of the supporting case is, for example, identification information of the storage section of the relevant locker 4 and/or information indicating its position in the locker 4. If the supporting case is the leaving of garbage behind, the detailed information of the supporting case is, for example, information indicating the garbage in question. The information indicating the garbage in question is, for example, information indicating the type and size of the garbage in question, and/or an image of the interior of the vehicle 3 in which the garbage in question is included in the imaging range.

If the support matter is insufficient charge, the detailed information of the support matter is, for example, the current remaining battery power. If the support matter is loading and unloading luggage, the detailed information of the support is, for example, service identification information and the size of the luggage. If the support matter is transporting luggage, the detailed information of the support is, for example, service identification information, the size of the luggage, and location information of the transport destination. Service identification information is identification information assigned to one service that uses a mobile locker in a mobile locker service.

The occurrence of a support case is not limited to being detected by receiving a support request from the user terminal or vehicle 3, but may also be detected by the control unit 11. For example, the vehicle 3 may transmit the detection value of the sensor 330 to the center server 1 at a predetermined period, and the control unit 11 may detect the occurrence of a support case for the vehicle 3 based on the detection value of the sensor 330.

When the control unit 11 detects the occurrence of a support case, it identifies the user terminal 2 or store terminal 5 of the virtual manager that is located within a specified range from the vehicle 3 based on the location information of the vehicle 3 and the location information of the user terminal 2 and store terminal 5 registered as the virtual manager. The range for identifying the user terminal 2 or store terminal 5 of the virtual manager is, for example, within a specified distance from the vehicle 3 or the same section as the vehicle 3, and is set by the manager of the mobile locker system 100. Information on the user terminal 2 and store terminal 5 registered as the virtual manager is obtained by referring to the virtual manager terminal information DB 12 described below.

The control unit 11 transmits a support request to the user terminal 2 or store terminal 5 of the identified virtual administrator. Along with the support request, the identification information of the target vehicle, the location information of the target vehicle 3, information indicating the type of support case, information indicating the content of the support case response, information regarding the incentive to be granted, and detailed support information are also transmitted. The information indicating the type of support case and the detailed support information transmitted along with the support request are the same as the information indicating the type of support case and the detailed support information received along with the support request from the user terminal or vehicle 3. However, the information indicating the type of support case transmitted along with the support request is, for example, in the form of a message.

The control unit 11 receives a response indicating acceptance from the user terminal 2 or store terminal 5 in response to the support request. The control unit 11 selects the virtual administrator of the user terminal 2 or store terminal 5 that sent the response indicating acceptance as the person who will handle the support case, and sends a formal request to the user terminal 2 or store terminal 5. This completes the request for support of the vehicle 3. The control unit 11 sends support information to the target vehicle 3 to notify that the support case will be handled. The support information includes, for example, the type of support case, identification information of the person who will handle it, and detailed information about the support case described above.

The control unit 11 may transmit the support request to the user terminals 2 or store terminals 5 of multiple virtual managers that are located within a predetermined range from the vehicle 3. When accepting responses are received from the user terminals 2 or store terminals 5 of multiple virtual managers, for example, the control unit 11 may select the virtual manager of the user terminal 2 or store terminal 5 that sent the earliest response indicating acceptance as the person who will handle the support case. Alternatively, the control unit 11 may select the virtual manager of the store terminal 5 as the person who will handle the support case, giving priority to the user terminal 2 from among the user terminals 2 or store terminals 5 that sent the received responses indicating acceptance.

The control unit 11 determines that the handling of the target support case is complete, for example, when a support response completion notification indicating the completion of the handling of the support case is received from both the vehicle 3 and the user terminal 2 or the store terminal 5 of the person handling the support case. The support response completion notification from the vehicle 3 is input by the person handling the support case from, for example, a touch panel display 320 provided in the vehicle 3. However, this is not limited to this, and the control unit 11 may determine that the handling of the target support case is complete, for example, when a support response completion notification is received from either the vehicle 3 or the user terminal 2 or the store terminal 5 of the person handling the support case.

The control unit 11 grants incentives to those who handle support cases, for example, depending on the type of support case. The incentives granted are, for example, points that can be used in the mobile locker system 100, discount coupons for the mobile locker service, electronic money, or cash. The control unit 11 may, for example, vary the type of incentive granted between individual users and businesses. For example, the control unit 11 grants points or coupons as an incentive to individual users. For example, the control unit 11 may pay a fee to businesses as an incentive. For example, the control unit 11 tallyes up the performance of support case responses from historical information for each of the business's multiple stores, or for all stores collectively, and pays a fee for a specified period to the business.

The virtual manager terminal information DB 12, incentive information DB 13, history information DB 14, service information DB 15, and user information DB 16 are created in the storage area of the external storage device 103 of the center server 1. The virtual manager terminal information DB 12 holds information about the terminal used by the virtual manager. The incentive information DB 13 holds information about incentives granted for each type of support case. The history information DB 14 holds history information about events in response to support cases. The service information DB 15 holds information about services requested in the mobile locker system 100. The user information DB 16 holds information about users registered in the mobile locker system 100 and businesses affiliated with the mobile locker system 100. The virtual manager terminal information DB
The information stored in each of the DB 12, the incentive information DB 13, the history information DB 14, the service information DB 15, and the user information DB 16 will be described in detail later.

Next, the vehicle 3 has a control unit 31 as a functional configuration. The processing of the control unit 31 is achieved by the CPU 301 of the data communication device 310 executing a control program for the vehicle 3 of the mobile locker system 100.

The control unit 31 acquires the detection value of the sensor 330 at a predetermined cycle and detects minor abnormalities, such as the door of the locker 4 being left open or trash being left behind inside the vehicle 3, by analyzing the detection value of the sensor 330. Note that the detection conditions for the minor abnormalities detected by the control unit 31 are set in advance, and when the detection value of the sensor 330 satisfies the detection conditions, the control unit 31 detects the minor abnormality.

The control unit 31 also includes an ECU (Electronic Control Unit) that controls charging of a rechargeable battery provided in the vehicle 3.
The control unit 31 receives a notification of a shortage of remaining power in the rechargeable battery from the Battery Management Control Unit (BMU). A shortage of remaining power in the rechargeable battery is referred to as insufficient charging. The notification of insufficient charging occurs, for example, when the remaining power falls below a predetermined threshold. The control unit 31 also accepts input of a user operation for a support request from the touch panel display 320. In the user operation for a support request, information indicating the type of support case and detailed information about the support case are input.

When the control unit 31 detects a minor abnormality, receives a notification of insufficient charging, or receives a user operation input for a support request, it detects the occurrence of a support case and sends a support request to the center server 1. Together with the support request, the identification information and location information of the vehicle 3, information indicating the type of support case, and detailed information about the support case described above are also sent.

The control unit 31 receives the above-mentioned support response information from the center server 1 when the control unit 31 transmits a support request or when a support request regarding the vehicle 3 is transmitted from a user terminal to the center server 1. When the control unit 31 receives the support response information, the control unit 31 displays a support completion input screen including the support response information on the touch panel display 320. When completion of the response to the support case is input from the support completion input screen, the control unit 31 transmits a support response completion notification to the center server 1.

Next, the user terminal 2 has a control unit 21 as a functional configuration. The processing of the control unit 21 is achieved by the CPU 201 executing an application program for utilizing the services of the mobile locker system 100. When the control unit 21 receives input of a user operation for user registration, it transmits a user registration request to the center server 1. Along with the user registration request, for example, a user name, a password, identification information of the user terminal 2, and information indicating whether or not to register as a virtual administrator are also transmitted.

When the control unit 21 receives a support request from the center server 1, it notifies the user that a support request has been made. The notification method is, for example, push notification. The control unit 21 displays a support request screen (described later) containing information about the support request on the touch panel display 205. When a user operation indicating acceptance or refusal is input through the touch panel display 205, the control unit 21 transmits a response indicating acceptance or refusal to the center server 1. When the control unit 21 receives a formal request from the center server 1, it outputs, for example, to the touch panel display 205, that the control unit 21 has officially received a request to handle the support case as a provider. When a user operation indicating completion of handling the support case is input, the control unit 21 transmits a support completion notification to the center server 1. Note that the identification information of the user terminal 2 is also transmitted in the response to the center server 1.

Next, the store terminal 5 includes a control unit 51 as a functional component. The control unit 51 is achieved by the CPU of the store terminal 5 executing a program for the store terminal 5 of the mobile locker system 100 stored in an external storage device. Like the control unit 21, when the control unit 51 receives a support request from the center server 1, it notifies the store staff acting as the virtual administrator by voice or the like, and displays a support request screen on, for example, a touch panel display. When a user operation indicating acceptance or refusal is input, the control unit 51 transmits a response indicating acceptance or refusal to the center server 1. When the control unit 51 receives a formal request from the center server 1, it outputs, for example, to a touch panel display, that it has been officially requested to handle the support case as a provider. When a user operation indicating completion of handling the support case is input, the control unit 51 transmits a support completion notification to the center server 1. Note that the identification information of the store terminal 5 is also transmitted in the response to the center server 1.

Figure 4 is an example of information stored in the user information DB 16. The user information DB 16 stores information about users who are registered with the mobile locker system 100 or businesses affiliated with the mobile locker system 100. One record in the mobile locker system 100 includes fields for user ID, individual/business, virtual administrator, gender, age, and incentive.

The user ID field stores the user's identification information. The user's identification information is uniquely assigned in the mobile locker system 100. The individual/business field stores information indicating whether the user is an individual user or a business. The information indicating whether the user is an individual user or a business is, for example, a flag, a code, or a keyword.

The virtual administrator field stores information indicating whether or not the user is a virtual administrator. The information for determining whether or not the user is a virtual administrator is, for example, a flag, a code, or a keyword. The gender and age fields store information indicating the user's gender and age, respectively. The information indicating the user's gender and age are, for example, a flag, a code, or a keyword. The gender and age fields store values when information indicating an individual user is stored in the individual/business field. When information indicating a business user is stored in the individual/business field, the gender and age fields are empty.

The incentive field stores information about incentives held by the user. For example, incentives are given to individual users in the form of points and coupons that can be used in the mobile locker system 100. In the first embodiment, a fee is paid to businesses as an incentive. Depending on the contract, businesses may not be paid incentives.

A record in the user information DB 16 is registered, for example, when a user registration request is received from the user terminal 2 and when a partnership contract is concluded with a business operator. The user selects whether or not to register as a virtual administrator. The information stored in the user information DB 16 is not limited to the information shown in FIG. 4.

Figure 5 is an example of information stored in virtual administrator terminal information DB 12. Virtual administrator terminal information DB 12 stores information about the terminals used by the virtual administrator. One record in virtual administrator terminal information DB 12 corresponds to one terminal used by the virtual administrator. One record in virtual administrator terminal information DB 12 includes fields for terminal ID, user ID, store ID, and location information.

The terminal ID field stores the identification information of the user terminal 2 or the store terminal 5. The identification information of the user terminal 2 and the store terminal 5 may be, for example, uniquely assigned in the mobile locker system 100, or may be terminal identification information that is assigned in advance and specific to the user terminal 2 and the store terminal 5. The user ID field stores the identification information of the user of the user terminal 2 or the store terminal 5.

The store ID field stores the identification information of the store in which the store terminal 5 is used. The store identification information may be assigned to each store by the business operator, or may be uniquely assigned by the mobile locker system 100. The store ID field is empty if the user terminal 2 is that of an individual user.

In the location information field, information indicating the locations of the user terminal 2 and the store terminal 5 is stored. In the case of the user terminal 2, the location information field is updated by the control unit 11 every time location information is received from the user terminal 2 at a predetermined period. In the case of the store terminal 5, the location information field stores location information of the store where the store terminal 5 is used.

Records in the virtual administrator terminal information DB 12 are registered by the control unit 11, for example, when a user registration request is received from the user terminal 2, and when a terminal registration request is received from the store terminal 5 after an alliance contract is concluded with the business operator. The information held in the virtual administrator terminal information DB 12, which also receives user identification information, store identification information, terminal identification information, and store location information together with the terminal registration request from the store terminal 5, is not limited to the information shown in FIG. 5.

6 shows an example of information stored in the incentive information DB 13. The incentive information DB 13 stores the correspondence between the type of support case and the incentive. One record in the incentive information DB 13 includes fields for an incident ID, support content, and incentive.

The incident ID field stores identification information that identifies the support case. The support content field stores information that indicates the type of support case that corresponds to the incident ID. The information that indicates the type of support case is either a flag, a code, or a keyword.

The incentive field stores information about the incentive given to the virtual administrator who handled the support case. In the first embodiment, the incentive information DB 13 shown in FIG. 6 is referenced by the control unit 11 when an incentive is given to an individual user. However, when the same incentive is given to both an individual user and a business, the same incentive information DB 13 may be shared. Note that the information stored in the incentive information DB 13 is not limited to that shown in FIG. 6.

Figure 7 shows an example of information stored in history information DB 14. History information DB 14 stores history information related to responses to support cases. One record in history information DB 14 includes fields for a timestamp, a user ID, an individual/business, and support details.

The timestamp field stores, for example, the date and time when the record was registered. The value of the timestamp field may be the date and time when a support response completion notification was received from the user terminal 2 or store terminal 5 of the virtual administrator who handled the support case, or from the target vehicle 3.

The user ID field stores identification information for the user who is the virtual administrator who handled the support issue. The individual/business field stores information indicating whether the user who is the virtual administrator who handled the support issue is an individual user or a business. The support content field stores information indicating the type of support issue.

In the first embodiment, a record in the history information DB 14 is created and registered by the control unit 11 when a support response completion notification has been received from both the user terminal 2 or shop terminal 5 of the virtual administrator who handled the support case and the target vehicle 3. The history information DB 14 is calculated by the control unit 11, for example, when calculating the fee for handling each business support case during a specified period. The fee to the business is calculated, for example, by tallying up the number of times support cases were handled by each business and by type, calculating the fee according to the number of times, and totaling the fees for all types.

Note that the information stored in the history information DB 14 is not limited to that shown in FIG. 7. For example, the history information DB 14 may include identification information of the vehicle to be supported and detailed information of the support case.

Figure 8 is an example of information stored in service information DB 15. Service information DB 15 stores service information. One record in service information DB 15 shown in Figure 8 is service information for a service provided in response to one locker use request. One record in service information DB 15 shown in Figure 8 includes fields for service ID, user ID, locker ID, deposit date and time, deposit location, removal date and time, and removal location.

The service ID field stores the identification information of a service. The service identification information is assigned by the control unit 11 when the provision of a service is established in response to a locker use request received from a user terminal. The user ID field stores the identification information of a user. The locker ID field stores the identification information of a storage unit of a locker 4 assigned to the service.

The fields for deposit date and time, deposit location, withdrawal date and time, and withdrawal location store information indicating the deposit date and time, deposit location, withdrawal date and time, and withdrawal location, respectively. Information indicating the deposit location and withdrawal location is, for example, an address, latitude and longitude, and a landmark name. The deposit date and time and withdrawal date and time are, for example, indicated by year, month, day, hour, and minute.

When the control unit 11 receives a locker use request from the user terminal and the provision of the service is established, it adds a record to the service information DB 15. As the record is added, the control unit 11 assigns identification information to the established service and stores it in the service ID field. The locker ID field also stores the identification information of the storage section of the locker 4 assigned by the control unit 11. The user ID, deposit date and time, deposit location, retrieval date and time, and retrieval location fields also store the user identification information, deposit date and time, deposit location, retrieval date and time, and retrieval location received by the control unit 11 from the user terminal together with the locker use request. Note that the information held in the service information DB 15 is not limited to the information shown in FIG. 8.

Figure 9 is an example of a user registration screen of the user terminal 2. The user registration screen is a screen for inputting information about a user and registering the user in the mobile locker system 100. The user registration screen is displayed, for example, when user registration is selected from a menu of an application program for using the services of the mobile locker system 100.

The user registration screen shown in FIG. 9 includes input fields for the user name, password, gender, age group, registered region, and payment method, a check box for selecting registration as a virtual administrator, a user registration button, and a cancel button. When the user registration button is selected, a user registration request is input to the user terminal 2, and the control unit 21 transmits the user registration request to the center server 1.

Together with the user registration request, information regarding the user name, password, gender, age group, registered region, and payment method entered on the user registration screen is also sent to the center server 1. If the check box for selecting registration as a virtual administrator is checked on the user registration screen, information indicating registration as a virtual administrator is also sent to the center server 1 along with the user registration request. If the check box for selecting registration as a virtual administrator is not checked, information indicating not to register as a virtual administrator is also sent to the center server 1 along with the user registration request. Note that the user registration screen shown in FIG. 9 is just an example, and the configuration of the user registration screen is not limited to the example shown in FIG. 9.

Figure 10 is an example of a support request screen of the user terminal 2. The support request screen is a screen for inputting a response as to whether or not to accept the implementation of the support case for the vehicle 3. The support request screen is displayed when a support request is received from the center server 1. In other words, the support request screen is displayed when the user of the user terminal 2 is registered as a virtual administrator and the user terminal 2 is located within a predetermined range of the vehicle 3 that requires the support case to be handled.

10 includes information indicating the type of support case, information indicating the support case response content, identification information of the target vehicle 3, information regarding the incentive to be provided, a display field indicating captured images of the inside of the target vehicle 3 and location information of the target vehicle 3, an accept button, and a reject button. This information is received from the center server 1 together with the support request.

In the example shown in FIG. 10, a message "Trash left inside vehicle" is displayed as information indicating the type of support case. A message "Please remove the trash from the vehicle" is displayed as information indicating the content of the support case response. "Vehicle identification information: CA001" is displayed as information on the target vehicle 3. "Awarded points: 100 pt" is displayed as information regarding the incentive to be awarded.

The captured image of the inside of the target vehicle 3 in the example shown in FIG. 10 is one of the pieces of information included in the detailed support information when the type of support case is left behind garbage. In the example shown in FIG. 10, the vehicle location information is notified, for example, as latitude and longitude from the center server 1, and is displayed on the user terminal 2 together with the current location of the user terminal 2 on a map for easy visual understanding.

When the "Accept" button is selected, the control unit 21 transmits a response indicating acceptance to the center server 1. When the "Reject" button is selected, the control unit 21 transmits a response indicating rejection to the center server 1. Along with the response indicating acceptance or rejection, the control unit 21 also transmits the identification information of the user terminal 2 and the identification information of the user to the center server 1. Note that the configuration of the support request screen is not limited to the example shown in FIG. 10.

<Processing flow>
Fig. 11 is an example of a flowchart of the process of the vehicle 3 according to the first embodiment. The process shown in Fig. 11 is repeatedly executed at a predetermined cycle. The process shown in Fig. 11 is executed mainly by the CPU 301 of the data communication device 310, but for convenience, the process will be described mainly with respect to the functional components.

In OP101, the control unit 31 determines whether or not a support event has occurred. The occurrence of a support event is detected, for example, when a minor abnormality is detected, when a notification of insufficient charging is received, or when a user operation input for a support request is received. When a support event has occurred (OP101: YES), the process proceeds to OP102. When a support event has not occurred (OP101: NO), the process proceeds to OP103.

In OP102, the control unit 31 transmits a support request to the center server 1. Along with the support request, for example, identification information and location information of the vehicle 3, information indicating the type of support case, and detailed information of the support case are also transmitted.

In OP103, the control unit 31 determines whether or not support response information has been received from the center server 1. The support response information is transmitted from the center server 1 to the vehicle 3 when a support request is made from a user terminal or the vehicle 3. The support response information includes, for example, information indicating the type of support case, identification information of the person providing the support, and detailed information of the support case. If support response information has been received from the center server 1 (OP103: YES), the process proceeds to OP105.

If support response information has not been received from the center server 1, or if support response information has not been received from the center server 1 even after a predetermined time has elapsed since the support request was sent (OP103: NO), the process shown in FIG. 11 ends.

In OP105, the control unit 31 determines whether or not a user operation for completing support has been input. The user operation for completing support is input by a user (virtual administrator) who is the person who handles the support case. If a user operation for completing support has been input (OP105: YES), the process proceeds to OP106, and the control unit 31 transmits a support completion notification to the center server 1. If a user operation for completing support has not been input (OP105: NO), the control unit 31 enters a standby state until a user operation for completing support is input.

In OP107, the control unit 31 determines whether or not a response has been received from the center server 1. If a response has been received from the center server 1 (OP107: YES), the process shown in FIG. 11 ends. If a response has not been received from the center server 1 (OP107: NO), the control unit 31 enters a standby state until a response is received from the center server 1.

Figure 12 is an example of a flowchart of the processing of the center server 1 according to the first embodiment. The processing shown in Figure 12 is executed repeatedly at a predetermined cycle. The processing shown in Figure 12 is executed by the CPU 101, but for convenience, the processing will be described mainly in terms of the functional components.

In OP201, the control unit 11 determines whether or not a support request has been received from the user terminal or the vehicle 3. Along with the support request, for example, identification information and location information of the vehicle 3, information indicating the type of support case, and detailed information of the support case are also received. If a support request has been received (OP201: YES), the process proceeds to OP202. If a support request has not been received (OP201: NO), the process shown in FIG. 12 ends.

In OP202, the control unit 11 refers to the virtual manager terminal information DB 12 to identify a user terminal 2 or a store terminal 5 of a virtual manager that is present within a predetermined range from the vehicle 3. In OP203, the control unit 11 transmits a support response request to the user terminal 2 or the store terminal 5 identified in OP202. Along with the support response request, for example, identification information of the target vehicle 3, location information of the target vehicle 3, information indicating the type of support case, information indicating the content of the support case response, information regarding the incentive to be granted, and detailed support information are also transmitted.

In OP204, the control unit 11 determines whether or not a response indicating acceptance of the support request has been received from the user terminal 2 or store terminal 5 that is the destination of the support request transmitted in OP203. If a response indicating acceptance of the support request has been received (OP204: YES), the process proceeds to OP205. If a response indicating acceptance of the support request has not been received, that is, a response indicating refusal has been received (OP204: NO), the process shown in FIG. 12 ends. If multiple user terminals 2 or store terminals 5 are identified in OP202 and a support request has been transmitted to multiple user terminals 2 or store terminals 5 in OP203, and a response indicating acceptance has been received from at least one user terminal 2 or store terminal 5, OP204 is determined as positive. Conversely, if a response indicating acceptance has not been received from any one user terminal 2 or store terminal 5, OP204 is determined as negative.

In OP205, the control unit 11 determines the user (virtual administrator) of the user terminal 2 or store terminal 5 that is the sender of the received response indicating acceptance as the person who will handle the support case, and transmits a formal request to the user terminal 2 or store terminal 5. If responses indicating acceptance have been received from multiple user terminals 2 or store terminals 5, the control unit 11 determines the user of the user terminal 2 or store terminal 5 that satisfies a random or predetermined condition from among the multiple user terminals 2 or store terminals 5 as the person who will handle the support case. The predetermined condition is, for example, that the user is the sender of the first received response indicating acceptance, or that the store terminal 5 is given priority. In addition, in OP205, the control unit 11 transmits support response information to the vehicle 3.

In OP206, the control unit 11 determines whether or not a support response completion notification has been received from the vehicle 3. If a support response completion notification has been received from the vehicle 3 (OP206: YES), the process proceeds to OP207. If a support response completion notification has not been received from the vehicle 3 (OP206: NO), the control unit 11 enters a standby state until a support response completion notification is received from the vehicle 3.

In OP207, the control unit 11 determines whether or not a support response completion notification has been received from the user terminal 2 or store terminal 5 of the person handling the support case. If a support response completion notification has been received from the user terminal 2 or store terminal 5 of the person handling the support case (OP207: YES), the processing proceeds to OP208. If a support response completion notification has not been received from the user terminal 2 or store terminal 5 of the person handling the support case (OP207: NO), the control unit 11 enters a standby state until a support response completion notification is received.

In OP208, the control unit 11 transmits a response to the vehicle 3 and the user terminal 2 or shop terminal 5 of the person who handled the support case. The control unit 11 also records the history information in the history information DB 14. In OP209, the control unit 11 refers to the incentive information DB 13, grants an incentive to the person who handled the support case according to the type of support case, and updates the corresponding user information in the user information DB 16. The process of OP209 is performed when the person who handled the support case is an individual user. After that, the process shown in FIG. 12 ends.

FIGS. 13 and 14 are each an example of a flowchart of the processing of the user terminal 2 according to the first embodiment. The processing of FIG. 13 and FIG. 14 is each executed repeatedly at a predetermined cycle. The processing shown in FIG. 13 and FIG. 14 is executed by the CPU 201, but for convenience, the processing will be described mainly in terms of the functional components.

Figure 13 is an example of a flowchart of the user registration process of the user terminal 2. In OP301, the control unit 21 determines whether or not a user operation for a user registration request has been input via the touch panel display 205. If a user operation for a user registration request has been input (OP301: YES), the process proceeds to OP302. If a user operation for a user registration request has not been input (OP301: NO), the process shown in Figure 13 ends.

In OP302, the control unit 21 transmits a user registration request to the center server 1. Along with the user registration request, for example, the user name, password, identification information of the user terminal 2, and information indicating whether or not to register as a virtual administrator are also transmitted.

In OP303, the control unit 21 determines whether or not a response to the user registration request has been received from the center server 1. Receiving a response from the center server 1 indicates that the user of the user terminal 2 has been registered in the mobile locker system 100. If a response to the user registration request has been received from the center server 1 (OP303: YES), the process shown in FIG. 12 ends. If a response to the user registration request has not been received from the center server 1 (OP303: NO), the control unit 21 enters a standby state until a response is received from the center server 1.

14 is an example of a flowchart of processing when a support request is received by the user terminal 2. In OP401, the control unit 21 determines whether or not a support request has been received from the center server 1. When a support request has been received from the center server 1 (OP401: YES), the processing proceeds to OP402. When a support request has not been received from the center server 1 (OP401: NO), the processing shown in FIG. 14 ends.

In OP402, the control unit 21 displays a support request screen on the touch panel display 205. In OP403, the control unit 21 determines whether or not a user operation of a response indicating acceptance has been input through the touch panel display 205. If a user operation of a response indicating acceptance has been input (OP403: YES), the process proceeds to OP404, where the control unit 21 transmits a response indicating acceptance to the center server 1. If a user operation of a response indicating refusal has been input (OP403: NO), the process proceeds to OP405, where the control unit 21 transmits a response indicating refusal to the center server 1. Thereafter, the process shown in FIG. 14 ends.

In OP406, the control unit 21 determines whether or not a formal request has been received from the center server 1. If a formal request has been received from the center server 1 (OP406: YES), the process proceeds to OP407. For example, if a formal request has not been received from the center server 1 even after a predetermined time has elapsed (OP406: NO), the process shown in FIG. 14 ends.

In OP407, the control unit 21 determines whether or not a user operation to complete support has been input. If a user operation to complete support has been input (OP407: YES), the process proceeds to OP408, in which the control unit 21 transmits a support completion notification to the center server 1. If a user operation to complete support has not been input (OP407: NO), the control unit 21 enters a standby state until a user operation to complete support is input.

In OP409, the control unit 21 determines whether or not a response has been received from the center server 1. If a response has been received from the center server 1 (OP409: YES), the process shown in FIG. 14 ends. If a response has not been received from the center server 1 (OP409: NO), the control unit 21 enters a standby state until a response is received from the center server 1.

Note that the processes shown in Figures 11 to 14 are each examples, and processes can be added, replaced, or deleted as appropriate depending on the embodiment.

Figure 15 is a diagram showing an example of a sequence of a virtual administrator responding to a support case for vehicle 3 in the first embodiment. Figure 15 shows a processing sequence from when a minor abnormality occurs in vehicle 3 to when the virtual administrator in the vicinity of vehicle 3 responds to the minor abnormality.

In S11, the vehicle 3 detects a minor abnormality, such as the door of the locker 4 being left open (OP101 in FIG. 11: YES). In S12, the vehicle 3 transmits a support request to the center server 1 (OP102 in FIG. 11). Along with the support request transmitted in S12, the identification information and location information of the vehicle 3, information indicating that the door of the locker 4 has been left open, and identification information of the storage section of the relevant locker 4 and/or information indicating the position of the storage section in the locker 4 are also transmitted. The information indicating that the door of the locker 4 has been left open corresponds to information indicating the type of support case. The identification information of the storage section of the relevant locker 4 and/or information indicating the position of the storage section in the locker 4 corresponds to detailed information of the support case.

In S13, the center server 1 receives a support request from the vehicle 3 (OP201 in FIG. 12: YES) and identifies the user terminal 2 as the virtual manager's terminal that is present within a predetermined range from the vehicle 3 (OP202 in FIG. 12). In S14, the center server 1 transmits a support request to the user terminal 2 (OP203 in FIG. 12). In S14, the support request is also transmitted with the identification information and position information of the vehicle 3, information indicating that the door of the locker 4 has been left open, identification information of the storage unit of the corresponding locker 4 and/or information indicating the position of the storage unit in the locker 4, and information regarding the incentive to be provided.

In S15, the user terminal 2 receives the support request from the center server 1 (OP401 in FIG. 14: YES), displays a support request screen (OP402 in FIG. 14), receives a user operation input of a response indicating acceptance (OP403 in FIG. 14: YES), and transmits a response indicating acceptance to the center server 1 (OP404 in FIG. 14). In S16, the center server 1 receives the response indicating acceptance from the user terminal 2 (OP204 in FIG. 12: YES), and transmits a formal request to the user terminal 2 (OP205 in FIG. 12). In S17, the center server 1 transmits support information to the vehicle 3.

In S21, the virtual manager, who is the user of the user terminal 2, gets into the vehicle 3 and takes action, such as closing the door of the locker 4 that was left open. In S22, the virtual manager, who is the user of the user terminal 2, inputs a user operation to the user terminal 2 and the vehicle 3 to indicate that support has been completed (OP105 in FIG. 11: YES, OP407 in FIG. 14). In S23, the vehicle 3 transmits a support completion notification to the center server 1 (OP106 in FIG. 11). In S24, the user terminal 2 transmits a support completion notification to the center server 1 (OP408 in FIG. 14).

In S25, since the center server 1 has received support response completion notifications from both the user terminal 2 and the vehicle 3 (OP206: YES in FIG. 12, OP207: YES), the center server 1 transmits responses to the user terminal 2 and the vehicle 3 (OP208 in FIG. 12). In S26, the center server 1 provides an incentive to the user of the user terminal 2 for addressing the issue of forgetting to close the door of the locker 4 (OP209 in FIG. 12).

<Effects of the First Embodiment>
In the first embodiment, it is possible to disperse managers of the vehicle 3 by having a user or a business operator act as a virtual manager capable of handling support cases for the vehicle 3. As a result, even if a support case for the vehicle 3 occurs, the support case is handled by the virtual manager in the vicinity of the vehicle 3. Therefore, according to the first embodiment, it is possible to more quickly respond to support cases for the vehicle 3.

For example, if the support issue for vehicle 3 is a minor abnormality, vehicle 3 can resolve the abnormality without returning to a center, etc., thereby improving the operating rate. Also, for example, if the support issue for vehicle 3 is support for loading and unloading luggage or transporting luggage from vehicle 3 to a specified location, the convenience of users who use the mobile locker service can be improved.

In addition, in the first embodiment, an incentive is given to a virtual manager who handles a support case for vehicle 3, so that the virtual manager can be encouraged to register as a virtual manager. In addition, the type or timing of the incentive given varies depending on whether the user is an individual user or a business operator, so that an incentive that is convenient for the virtual manager can be given.

<Modification of the First Embodiment>
In the first embodiment, a virtual manager present within a predetermined range from the vehicle 3 is selected as a person who will handle the support case for the vehicle 3. In addition, in a modified example of the first embodiment, the attributes of the virtual manager are also taken into consideration when selecting a person who will handle the support case for the vehicle 3.

For example, if the luggage is large or heavy, it may be difficult for a woman to load and unload the luggage. In addition, when a user who uses a mobile locker service requests a virtual administrator to load and unload the luggage, the user and the virtual administrator will meet face-to-face. When requesting the transportation of luggage, for example, the luggage may be delivered to the user's home. Therefore, for example, a user who requests the loading and unloading of luggage may have desired conditions regarding attributes for the person who will handle the support case, such as preferring a woman over a man and preferring a young person.

In a modified example of the first embodiment, the control unit 11 selects a male virtual manager as the implementer when the support case for the vehicle 3 is loading and unloading or delivery of luggage and the size of the luggage is a predetermined size or larger. The control unit 11 also accepts desired conditions for the implementer from the user requesting support for the support case, and selects a virtual manager that meets the desired conditions as the implementer. Note that the user is the sender of the support request when the type of support case is loading and unloading luggage, and transporting luggage from the vehicle 3 to a predetermined location.

Figure 16 is a flowchart of the provider selection process in a modified example of the first embodiment. The process shown in Figure 16 is executed in place of the process of OP202 in Figure 12, for example. That is, the process shown in Figure 16 is started after the control unit 11 receives a support request from the user terminal or the vehicle 3 (OP201 in Figure 12).

In OP501, the control unit 11 refers to the virtual manager terminal information DB 12 to identify a user terminal 2 or a store terminal 5 that is a virtual manager terminal that exists within a predetermined range from the vehicle 3. In OP502, the control unit 11 determines whether there are desired conditions for the person who will handle the support case for the vehicle 3. The desired conditions for the person are, for example, input into the user terminal or the vehicle 3 by the user who sent the support request, and are transmitted to the center server 1 together with the support request. The desired conditions for the person include, for example, the specification of attributes such as gender and age.

If there are desired conditions for the implementer (OP502: YES), the process proceeds to OP503. In OP503, the control unit 11 refers to the user information DB 16 and extracts the user terminal 2 or the store terminal 5 of the virtual manager that matches the desired conditions from among the user terminals 2 and store terminals 5 that are the terminals of the virtual manager identified in OP501. Thereafter, the process proceeds to OP203 in FIG. 12. In this case, the implementer who will handle the support case for the vehicle 3 is selected from among the virtual managers who are within a predetermined range from the vehicle 3 and match the desired conditions. Note that since the business operator does not have attributes such as gender and age, the business operator may be treated as satisfying the gender and age included in the desired conditions.

If there are no desired conditions for the implementer (OP502: NO), the process proceeds to OP504. In OP504, the control unit 11 determines whether the type of the support case for the vehicle 3 is loading and unloading of luggage or transportation from the vehicle 3 to a specified location. If the type of the support case for the vehicle 3 is neither loading and unloading of luggage nor transportation from the vehicle 3 to a specified location (OP504: NO), the process proceeds to OP203 in FIG. 12. In this case, a implementer to handle the support case for the vehicle 3 is selected from among the virtual managers present within a specified range from the vehicle 3.

In OP505, the control unit 11 determines whether the size of the luggage to be unloaded or transported is equal to or larger than a predetermined size. The size of the luggage may be classified into stages, for example, based on the total length of the three sides of the luggage, i.e., width, height, and depth. The size of the luggage is input to the user terminal or vehicle 3 by the user who has sent the support request, and is sent to the center server 1 together with the support request.

When the size of the cargo to be unloaded or transported is equal to or larger than a specified size (OP5
12 ), and the process proceeds to OP506. In OP506, the control unit 11 refers to the user information DB 16, and extracts a male virtual manager from among the virtual managers identified in OP501. Thereafter, the process proceeds to OP203 in Fig. 12 . In this case, a person to handle the support case for the vehicle 3 is selected from among the male virtual managers who are present within a predetermined range from the vehicle 3.

If the size of the cargo to be unloaded or transported is less than the predetermined size (OP505: NO), the process proceeds to OP203 in FIG. 12. In this case, a person to handle the support case for vehicle 3 is selected from among the virtual managers present within a predetermined range from vehicle 3.

According to a modified example of the first embodiment, a virtual manager with attributes according to the size of the luggage and the desired conditions of the user who made the support request can be selected as the person who will handle the support case for vehicle 3. For example, if the support case for vehicle 3 is loading and unloading or delivery of luggage, a male virtual manager is selected as the person who will handle it if the luggage is large, so that loading and unloading or transportation can be carried out smoothly. For example, if the user who makes the support request has desired conditions for the person who will handle the support case, a virtual manager that meets the desired conditions can be selected as the person who will handle it, which can increase the convenience of the mobile locker service.

Second Embodiment
In the first embodiment, a support request is sent from the center server 1 to the user terminal 2 or store terminal 5 of a virtual manager present in the vicinity of the vehicle 3. In the second embodiment, instead, when a virtual manager is present in the vicinity of the vehicle 3, the vehicle 3 outputs an audio message indicating the support request, thereby notifying the surrounding virtual managers of the support request. In the second embodiment, the system configuration, and the hardware configuration and functional configuration of each device are similar to those of the first embodiment.

Figure 17 is an example of a flowchart of the processing of the vehicle 3 according to the second embodiment. The processing shown in Figure 17 is executed repeatedly at a predetermined cycle. The processing shown in Figure 17 is executed mainly by the CPU 310 of the data communication device 310, but for convenience, the processing will be described mainly by the functional components of the vehicle 3. In the second embodiment, the processing shown in Figure 17 is executed in place of the processing shown in Figure 11 of the first embodiment.

In OP601, the control unit 31 determines whether or not a support event has occurred. The occurrence of a support event is detected, for example, when a minor abnormality is detected, when a notification of insufficient charging is received, or when a user operation input for a support request is received. Also, in the second embodiment, a support request is sent from a user terminal to the center server 1, and if the vehicle 3 matches the support request, the support request is sent from the center server 1 to the vehicle 3. Therefore, in the second embodiment, the control unit 31 detects that a support event has occurred even when a support request is received from the center server 1.

If a support event has occurred (OP601: YES), the process proceeds to OP602. If a support event has not occurred (OP601: NO), the process shown in FIG. 17 ends.

In OP602, the control unit 31 transmits a request to identify the virtual manager to the center server 1. The request to identify the virtual manager is a request to determine whether or not the user terminal 2 or the store terminal 5, which is the terminal of the virtual manager, is present within a predetermined range from the vehicle 3. For example, identification information and location information of the vehicle 3 are also transmitted together with the request to identify the virtual manager. In response to the request to identify the virtual manager, information indicating whether or not the user terminal 2 or the store terminal 5, which is the terminal of the virtual manager, is present within a predetermined range from the vehicle 3, is received from the center server 1. However, without being limited thereto, for example, identification information of the user terminal 2 or the store terminal 5, which is the terminal of the virtual manager, within the predetermined range from the vehicle 3 may also be received from the center server 1.

In OP603, the control unit 31 determines whether or not a user terminal 2 or a store terminal 5, which is a terminal of the virtual manager, is present within a predetermined range from the vehicle 3. The determination in OP603 is made based on a response to a request from the center server 1 to identify the virtual manager. If a user terminal 2 or a store terminal 5, which is a terminal of the virtual manager, is present within the predetermined range from the vehicle 3 (OP603: YES), the process proceeds to OP604. If a user terminal 2 or a store terminal 5, which is a terminal of the virtual manager, is not present within the predetermined range from the vehicle 3 (OP603: NO), the process shown in FIG. 17 ends.

In OP604, the control unit 31 outputs a voice message from the speaker 340 requesting that the support case of the vehicle 3 be handled. The voice message requesting that the support case be handled and output from the speaker 340 is, for example, "Please support me." However, this is not limited to this, and the control unit 31 may simply output an alarm sound from the speaker 340. The output of the voice from the speaker 340 continues for a predetermined time, for example, until a response of acceptance is input.

When a virtual administrator present in the vicinity of vehicle 3 notices the audio output from vehicle 3 and agrees to handle the support case, for example, the virtual administrator inputs a response indicating consent and his/her own identification information via the touch panel display 320 of vehicle 3. At this time, the touch panel display 320 may display a screen including information such as the type of support case, such as a support response request screen.

In OP605, the control unit 31 determines whether or not a user operation indicating a response of consent has been input, for example, via the touch panel display 320. If a user operation indicating a response of consent has been input (OP605: YES), the process proceeds to OP606. If a user operation indicating a response of consent has not been input even after a predetermined time has elapsed (OP605: NO), the process shown in FIG. 17 ends.

In OP606, the control unit 31 determines whether or not a user operation to complete support has been input. The user operation to complete support is input by the user (virtual administrator) who is the person who is handling the support case. If a user operation to complete support has been input (OP606: YES), the process proceeds to OP607, and the control unit 31 transmits a support completion notification to the center server 1. As a result, the center server 1 records historical information on the handling of the support case of the vehicle 3. If a user operation to complete support has not been input (OP606: NO), the control unit 31 enters a standby state until a user operation to complete support is input.

In OP608, the control unit 31 determines whether or not a response has been received from the center server 1. If a response has been received from the center server 1 (OP608: YES), the process shown in FIG. 17 ends. If a response has not been received from the center server 1 (OP608: NO), the control unit 31 enters a standby state until a response is received from the center server 1.

In the second embodiment, the vehicle 3 outputs a voice to notify the surrounding area of a request to handle a support case, so that the virtual administrators in the vicinity can be directly notified of the occurrence of a support case. This allows the support case to be handled more quickly. The data communication device 301 of the vehicle 3 according to the second embodiment is an example of an "information processing device."

<Other embodiments>
The above-described embodiment is merely an example, and the present disclosure can be modified and implemented as appropriate without departing from the spirit and scope of the present disclosure.

The processes and means described in this disclosure can be freely combined and implemented as long as no technical contradictions arise.

In addition, a process described as being performed by one device may be shared and executed by multiple devices. Or, a process described as being performed by different devices may be executed by one device. In a computer system, the hardware configuration (server configuration) by which each function is realized can be flexibly changed.

The present disclosure can also be realized by supplying a computer program that implements the functions described in the above embodiments to a computer, and having one or more processors of the computer read and execute the program. Such a computer program may be provided to the computer by a non-transitory computer-readable storage medium that can be connected to the system bus of the computer, or may be provided to the computer via a network. Non-transitory computer-readable storage media include, for example, any type of disk, such as a magnetic disk (floppy disk, hard disk drive (HDD), etc.), an optical disk (CD-ROM, DVD disk, Blu-ray disk, etc.), a read-only memory (ROM), a random access memory (RAM), an EPROM, an EEPROM, a magnetic card, a flash memory, an optical card, or any type of medium suitable for storing electronic instructions.

1. Center server 2. User terminal 3. Vehicle 4. Locker 5. Store terminal 11, 21, 31. Control unit 12. Virtual manager terminal information database 13. Incentive information database 14. History information database 15. Service information database 16. User information database 100. Mobile locker system 101, 201. CPU
102, 202: Memory 103, 203: External storage device 104: Communication unit 204: Wireless communication unit

Claims (17)

Detecting an occurrence of a support event requiring human intervention with respect to a vehicle providing a predetermined service;
a control unit that executes a request for handling the support case to a virtual manager located in the vicinity of the vehicle;
Equipped with
The control unit is
A predetermined incentive is given to the virtual administrator who responded to the support case,
The control unit of the information processing device determines the specified incentive depending on whether the virtual administrator who handled the support case is an individual user registered with the specified service or a staff member of a business operator affiliated with the specified service . The virtual administrator is a user who is registered with the specified service or a staff member of a store of an affiliated business.
The information processing device according to claim 1 . The vehicle is an autonomous vehicle and runs without a human on board.
3. The information processing device according to claim 1 or 2. The control unit is
Identifying a virtual manager located in the vicinity of the vehicle based on the location information of the vehicle and the terminal used by the virtual manager,
Sending a request for handling the support case to a terminal used by the identified virtual administrator;
The information processing device according to claim 1 . The control unit is
Further identifying a virtual administrator that matches attributes according to the type of support case;
The information processing device according to claim 4. The control unit is
When the support case occurs at the request of a user and a desired condition of the user is accepted, a virtual administrator having attributes that satisfy the desired condition is further identified.
The information processing device according to claim 4. The control unit grants an incentive of a value according to the type of the support case.
The information processing device according to claim 1 . The control unit is
receiving information indicating that the first user is to be registered as the virtual administrator from a terminal of the first user who is to register with the predetermined service;
registering the first user as the virtual administrator in a storage unit;
The information processing device according to claim 1 . the vehicle is a vehicle loaded with lockers and used for a service of transporting luggage stored in the lockers as the specified service,
The support case is any one of forgetting to close the locker door, leaving trash in the vehicle, insufficient charge of the vehicle, loading and unloading the luggage, and transporting the luggage to a specified location.
The information processing device according to claim 1 . The computer
Detecting an occurrence of a support event requiring human intervention regarding a vehicle providing a predetermined service;
and requesting a virtual manager located in the vicinity of the vehicle to handle the support case ;
The computer,
A predetermined incentive is given to the virtual administrator who responded to the support case,
An information processing method in which the computer determines the specified incentive depending on whether the virtual administrator who handled the support case is an individual user registered with the specified service or a staff member of a business operator affiliated with the specified service . The virtual administrator is a user who is registered with the specified service or a staff member of a store of an affiliated business.
The information processing method according to claim 10 . The vehicle is an autonomous vehicle and runs without a human on board.
12. The information processing method according to claim 10 or 11 . The computer,
Identifying a virtual manager located in the vicinity of the vehicle based on the location information of the vehicle and the terminal used by the virtual manager,
Sending a request for handling the support case to a terminal used by the identified virtual administrator;
The information processing method according to any one of claims 10 to 12 . The computer,
Further identifying a virtual administrator that matches attributes according to the type of support case;
The information processing method according to claim 13 . The computer,
When the support case occurs at the request of a user and a desired condition of the user is accepted, a virtual administrator having attributes that satisfy the desired condition is further identified.
The information processing method according to claim 13 . The computer,
receiving information indicating that the first user is to be registered as the virtual administrator from a terminal of the first user who is to register with the predetermined service;
registering the first user as the virtual administrator in a storage unit;
The information processing method according to any one of claims 10 to 15 . the vehicle is a vehicle loaded with lockers and used for a service of transporting luggage stored in the lockers as the specified service,
The support case is any one of forgetting to close the locker door, leaving trash in the vehicle, insufficient charge of the vehicle, loading and unloading the luggage, and transporting the luggage to a specified location.
17. The information processing method according to any one of claims 10 to 16 .

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