JP7668395B1 - Management information generating device, management information generating method, and management information generating program - Google Patents

Abstract

[Problem] To enable effective use of accumulated information on guests.
[Solution] A management information generating device 100 deletes information that identifies individuals from voice input information input via a voice input device 200 and stores the information in a storage unit 120. The management information generating device 100 generates information to be used in the management of accommodation facilities to meet the requests of guests, based on the voice input information from which the information that identifies individuals has been deleted.
[Selected figure] Figure 2

Description

The present invention relates to a management information generation device, a management information generation method, and a management information generation program.

In recent years, hotels and other accommodation facilities have begun to use a combination of a hotel management system used by the facility for making reservations and managing guest rooms, a hotel ICT (Information and Communication Technology) system used to manage the entire hardware aspect of the facility, and an external system used for travel reservations, etc. For example, a hotel ICT system can link with a guest room control panel that manages various sensors, lighting, air conditioning, power, etc. installed in the guest rooms, enabling various controls over the guest rooms and the collection of information from the guest rooms.

Furthermore, technology has been proposed that utilizes the above-mentioned system to improve the customer experience during a hotel stay compared to the past. For example, a technology is known in which check-in processing is performed for an identified customer based on an identification process for the customer who is checking in, and the check-in status for each guest room is displayed on a staff terminal in response to the check-in processing (see, for example, Patent Document 1). The above-mentioned conventional technology can improve the efficiency of operations throughout the accommodation facility by promoting information sharing between systems within the accommodation facility, thereby improving the customer experience.

JP 2022-018305 A

However, the above-mentioned conventional technology has the problem that it is difficult to effectively utilize the accumulated information on guests. For example, the above-mentioned conventional technology is a technology that aims to improve operational efficiency by realizing system integration related to accommodation facilities, thereby improving the customer experience, but it is difficult to actively propose measures to improve the customer experience by aggregating information on guests and performing statistical processing, etc.

Therefore, in order to solve the above-mentioned problems and achieve the objective, the management information generating device of the present invention is characterized by having a storage unit that deletes information that identifies an individual from voice input information inputted through a voice input device and stores the information in a memory unit, and a generation unit that generates information to be used in the management of accommodation facilities to meet the requests of guests based on the voice input information from which the information that identifies an individual has been deleted.

The present invention has the effect of enabling the effective use of accumulated information about guests.

FIG. 1 is a diagram for explaining an overall picture of the processing of a management information generation device according to this embodiment. FIG. 2 is a diagram showing the configuration of the management information generating device according to this embodiment. FIG. 3 is a table showing an example of voice input information according to the present embodiment. FIG. 4 is a table illustrating an example of the needs of guests according to this embodiment. FIG. 5 is a table illustrating an example of the number of complaints according to the present embodiment. FIG. 6 is a table diagram showing an example of a complaint handling history according to this embodiment. FIG. 7 is a table diagram showing an example of guest information according to the present embodiment. FIG. 8 is a diagram showing an example of a process for generating management information according to the present embodiment. FIG. 9 is a diagram showing an example of the management information generation process according to the present embodiment. FIG. 10 is a diagram showing an example of a process for generating management information according to the present embodiment. FIG. 11 is a diagram showing a flowchart of the storage process according to this embodiment. FIG. 12 is a diagram showing a flowchart of the generation process according to this embodiment. FIG. 13 is a diagram illustrating an example of a computer that executes the management information generation process according to this embodiment.

Below, the form for carrying out the present invention (hereinafter, "embodiments") will be described with reference to the drawings. Note that each embodiment is not limited to the contents described below.

<Overall Overview>
Fig. 1 is a diagram for explaining an overall picture of the processing of a management information generating device 100 according to this embodiment. The management information generating device 100 shown in Fig. 1 is an example of a computer that provides a technology for generating information (hereinafter, sometimes referred to as "management information") for use in the management of accommodation facilities to improve the customer experience of guests, using accumulated information about guests, such as inquiries, requests, and complaints from guests.

In recent years, in hotels and other accommodation facilities, hotel management systems, hotel ICT systems, and external systems are sometimes operated in conjunction with each other.

The hotel ICT system mentioned above works in conjunction with the guest room control panel that manages the various sensors, lighting, air conditioning, power supply, etc. installed in the guest rooms, enabling various controls over the guest rooms and the collection of information from the guest rooms. Therefore, by linking various systems including the hotel ICT system, it is possible to improve the comfort of the guest room environment, make room management more efficient, and increase convenience for guests.

For example, a reference technology is known in which the check-in status of each guest room is displayed on a staff terminal in response to check-in processing performed based on identification processing of the customer checking in. With the above-mentioned reference technology, the check-in status is shared with the on-site staff terminal by the check-in processing at the reception desk, and the staff can prepare the room before the customer moves to the room, thereby making it possible to improve the efficiency of operations throughout the accommodation facility and to enhance the customer experience.

However, the above-mentioned reference technology has an issue in that it is difficult to effectively utilize the accumulated information on guests. Specifically, the reference technology is a technology that shares check-in status by linking the check-in process with staff terminals through system integration, but because it is merely a means of information sharing, it is not possible to further improve the customer experience by using the accumulated information.

(Selection process by management information generating device 100)
Therefore, the management information generating device 100 according to this embodiment generates management information to be used for management decisions in accommodation facilities, using information about guests collected via a hotel ICT system or the like. Returning to Fig. 1, the management information generating process by the management information generating device 100 will now be described. Note that, in this embodiment, the description will be given on the premise that a communication device (voice input device 200) installed in the accommodation facility is used, but is not limited to this.

Figure 1 shows a management information generating device 100 that generates management information using information about guests, including voice input information collected and accumulated by a hotel ICT system or the like, and a voice input device 200 that analyzes voice input in natural language by a user and produces a speech in natural language in response to the voice input.

As shown in FIG. 1 (1), the management information generating device 100 deletes any information that identifies an individual (hereinafter, sometimes referred to as "personal information") from the voice input information input by the user 10 via the voice input device 200, and stores the information in a memory unit.

As shown in FIG. 1 (2), the management information generating device 100 generates management information to meet the needs of guests based on the voice input information from which personal information has been deleted.

In this way, the management information generating device 100 according to this embodiment can aggregate the accumulated information using predetermined statistical processing or the like, and generate management information that is information to be displayed to guests to improve the customer experience or information to be used for management decisions. Therefore, the management information generating device 100 has the effect of enabling the effective use of accumulated information about guests.

<Explanation of management information generating device 100>
From here, the configuration of the management information generating device 100 will be described. Fig. 2 is a diagram showing the configuration of the management information generating device 100 according to this embodiment. As shown in Fig. 2, the management information generating device 100 has a communication unit 110, a storage unit 120, and a control unit 130. Although not shown in Fig. 2, the management information generating device 100 can be provided with an input unit such as a keyboard or a mouse for receiving input such as operations by employees, etc. In addition, the management information generating device 100 can be provided with a display unit such as a display for displaying stored information about guests and generated management information, etc. to employees, etc.

(Communication unit 110)
The communication unit 110 performs data communication related to input of voice input information input from the voice input device 200, guest information input via an external information processing terminal device, etc., and output of management information generated based on stored information. The communication unit 110 is realized by a NIC (Network Interface Card) or the like, and controls communication via electric communication lines such as a LAN (Local Area Network) or the Internet. The communication unit 110 is connected to a network by wire or wirelessly as necessary, and can transmit and receive information bidirectionally with one or more voice input devices 200 or other information processing devices, etc.

(Memory unit 120)
The storage unit 120 stores data and programs used for various processes by the control unit 130, and various data acquired by the operation of the control unit 130. The storage unit 120 is realized by a semiconductor memory element such as a random access memory (RAM) or a flash memory, or a storage device such as a hard disk or an optical disk. As shown in FIG. 2, the storage unit 120 has a voice input information DB 121, a tally information DB 122, and a guest information DB 123.

(Voice input information DB 121)
The voice input information DB 121 is a database that stores voice input information input via the voice input device 200. Specifically, the voice input information DB 121 stores, as voice input information, information on inquiries, requests, complaints, etc., that is input by guests through voice to the voice input device 200. The voice input information DB 121 also stores, as voice input information, information on responses to inquiries, requests, complaints, etc., that is input by employees through voice to the voice input device 200.

Now, an example of voice input information stored by the voice input information DB121 will be described with reference to FIG. 3. FIG. 3 is a table diagram showing an example of voice input information according to this embodiment. As shown in FIG. 3, the voice input information DB121 stores a voice inputter classification that identifies which entity, such as a guest or an employee, input the information, and voice input content that represents the input content, in association with "No." for identifying individual voice input information.

For example, the voice input information DB121 stores the voice input person classification "Guest" identified by No. "1" and the voice input content "Please tell me where the pool is."

The voice input information DB121 also stores the voice inputter classification "guest" identified by No. "2-1" and the voice input content "Please tell me about nearby facilities you recommend." The voice input information DB121 also stores the voice inputter classification "employee" identified by No. "2-2" and the voice input content "The recommended nearby facility is Facility XXX." The voice input contents of No. "2-1" and No. "2-2" described above are related information, and are the results of a response to the inquiry of the employee "The recommended nearby facility is Facility XXX" in response to the inquiry of the guest "Please tell me about nearby facilities you recommend."

The voice input information DB121 also stores the voice input person classification "guest" identified by No. "3-1" and the voice input content "There are no towels in the room, please bring some." The voice input information DB121 also stores the voice input person classification "employee" identified by No. "3-2" and the voice input content "We apologize for the inconvenience. We will arrange for towels as soon as possible." The voice input contents of No. "3-1" and No. "3-2" are related information, and represent the results of responding to the guest's complaint "There are no towels in the room, please bring some," and the employee's response "We apologize for the inconvenience. We will arrange for towels as soon as possible."

In addition, personal information may be deleted from the voice input information input by the voice input information DB121. For example, in the voice input person classification shown in FIG. 3, information indicating the classification of the subject, such as "guest" and "employee", may be stored, rather than information such as the name or nickname of the guest or employee.

(Tally information DB122)
The tally information DB 122 is a database that stores information on the results of tallying by the generating unit 133, which will be described later. Specifically, the tally information DB 122 stores, as tallying results, guest needs 122a, the number of complaints 122b, and a complaint handling history 122c.

(Guest needs 122a)
The collected information DB 122 stores information on the needs of guests collected from the voice input information from which personal information has been deleted as the needs 122a of guests.

Here, an example of guest needs 122a stored by the aggregated information DB 122 will be described. FIG. 4 is a table diagram showing an example of guest needs according to this embodiment. As shown in FIG. 4, the aggregated information DB 122 stores, as guest needs 122a, "needs" that indicate the content of the aggregated guest needs and "number" that is the aggregated number of such needs, in association with "No." for identifying the needs of individual guests.

For example, the aggregate information DB 122 stores the need "I want to know where the swimming pool is" identified by No. "1" and the number of cases "100." The above content means that the generation unit 133, which will be described later, has aggregated the number of inquiries classified as "I want to know where the swimming pool is," such as "Please tell me where the swimming pool is" and "Where is the swimming pool located," and the result is "100."

For example, the aggregate information DB 122 stores the need "I want to know about recommended nearby facilities (and as a result, visited store XX)" identified by No. "2" and the number of cases "50". The above content means that the generating unit 133, described below, aggregates the number of interactions classified as having the same content, for example, when an employee responds to a guest's inquiry such as "What nearby facilities do you recommend?" with "Store XX is recommended," and the guest then "visited Store XX," and the number of interactions is found to be "50."

(Number of complaints: 122b)
The tally information DB 122 stores, as the number of complaints 122b, information on the number of complaints made by guests about accommodations, which is tallied from the voice input information from which personal information has been deleted.

Here, an example of the number of complaints 122b stored by the aggregated information DB 122 will be described. FIG. 5 is a table diagram showing an example of the number of complaints according to this embodiment. As shown in FIG. 5, the aggregated information DB 122 stores, as the number of complaints 122b, "complaint content" indicating the content of the aggregated complaints of guests and "number" which is the aggregated number of such complaint content, in association with "No." for identifying the number of complaints of individual guests.

For example, the aggregate information DB 122 stores the complaint "Towels left behind" identified by No. "1" and the number of complaints "100." The above content means that the generation unit 133, described below, has aggregated the number of complaints classified as "Towels left behind," such as "There are no towels in the room," and found that the number of complaints was "100."

For example, the aggregate information DB 122 stores the complaint "The room is dirty" identified by No. "2" and the number of complaints "50". The above content means that the generation unit 133 described below has aggregated the number of complaints classified as "The room is dirty", such as "The room is dirty", and found that the number of complaints was "50".

(Complaint handling history 122c)
The aggregated information DB 122 stores, as a complaint response history 122c, information regarding the interactions between guests who have filed complaints about accommodation facilities and employees who have responded to the complaints, which is aggregated from voice input information from which personal information has been deleted.

Here, an example of the complaint handling history 122c stored by the aggregate information DB 122 will be described. FIG. 6 is a table diagram showing an example of the complaint handling history according to this embodiment. As shown in FIG. 6, the aggregate information DB 122 stores, as the complaint handling history 122c, the "guest" who is the subject of each handling history, and the "handling history" which is the content related to the handling, in association with "No." for identifying each individual complaint handling history.

For example, the aggregated information DB122 stores the subject "guest" identified by No. "1" and the response history "voice input: 'There are no towels in the room, please bring some.'" Furthermore, the aggregated information DB122 stores the subject "employee" identified by No. "2" and the response history "voice input: 'We apologize for the inconvenience. We will arrange for towels as soon as possible.'" The response history of No. "1" and "2" described above is a record of the contents of the voice utterances of the guest and employee, respectively, and indicates that a dialogue took place in the chronological order of No. "1" → No. "2."

For example, the aggregate information DB 122 stores the subject "employee" identified by No. "3" and the response history "arranged for towels to be delivered to guest room." The aggregate information DB 122 further stores the subject "employee" identified by No. "4" and the response history "delivery completed." The aggregate information DB 122 further stores the subject "employee" identified by No. "5" and the response history "apologized again at check-out." The response history from No. "3" to "5" above is a record of a series of responses made by the employee to the complaint, and the chronological order of No. "3" → No. "5" indicates that actions were taken to handle the complaint.

(Guest information DB123)
The lodger information DB 123 is a database that stores information about lodgers staying at accommodation facilities. Specifically, the lodger information DB 123 stores information about lodgers, such as their names, attribute information, itinerary information, rooms they stay in, information about past lodgings, and special requests, in association with information that identifies the information about each lodger.

Here, an example of information about guests stored in the guest information DB123 will be described with reference to a table diagram. FIG. 7 is a table diagram showing an example of guest information according to this embodiment. As shown in FIG. 7, the guest information DB123 stores the name, date of birth, gender, address, telephone number, email address, occupation, nationality, passport number, age, arrival date and time, departure date and time, previous lodging place, destination place, accommodation room, past accommodation history, information about past accommodations, and special requests, in association with a "No." that identifies information about an individual guest.

The name mentioned above is information for identifying the guest, and is, for example, information related to the name of the guest. The date of birth is information related to the date of birth of the guest. The gender is information related to the gender of the guest. The address is information related to the guest's habitual residence. The telephone number and email address are information related to the guest's contact information. The occupation is information related to the name of the occupation engaged in by the guest and its classification. The nationality is information related to the guest's nationality. The passport number is a unique identification number written on the guest's passport. The age is information related to the guest's age. The arrival date and time is the date and time of arrival at the accommodation facility, and may be, for example, the start date of the planned stay. The departure date and time is the date and time of departure from the accommodation facility, and may be, for example, the end date of the planned stay. The previous lodging place is information related to the lodging place where the guest stayed the day before or before. The destination is information related to the place to which the guest is heading after the departure date and time. The lodging room is information such as the room number of the accommodation facility where the guest will be staying during the stay period. Past accommodation history is information such as when, how many times, and for how long the target guest stayed at the accommodation facility. Past accommodation information is various information when the target guest stayed at the accommodation facility, including various information such as requests, requests, and ratings from the guest. Special requests are special requests made to the accommodation facility, and include information such as out-of-hours check-in, extra beds, baby cribs, barrier-free access, and employee requests.

For example, the guest information DB123 stores, as guest information, the following information associated with No. "1": name "guest A", date of birth "xx/xx/1986", gender "male", address "xx ward, Tokyo", telephone number "090-1234-xxxx", email address "sample@...", occupation "company employee", nationality "Japan", passport number "-", age "37", arrival date and time "January 12, 2024", departure date and time "January 13, 2024", previous lodging location "Osaka Prefecture", destination location "Aichi Prefecture", accommodation room "101", past accommodation history "xx", information on past accommodations "xx", special request "xx", etc.

(Control unit 130)
Returning now to Fig. 2, the explanation will be continued. The control unit 130 has an internal memory for temporarily storing programs defining various processing procedures and the like of the management information generation device 100 and processing data, and is realized by electronic circuits such as a CPU (Central Processing Unit) and an MPU (Micro Processing Unit), and integrated circuits such as an ASIC (Application Specific Integrated Circuit) and an FPGA (Field Programmable Gate Array). As shown in Fig. 2, the control unit 130 has a receiving unit 131, a storage unit 132, a generating unit 133, and an output unit 134.

(Reception Unit 131)
The reception unit 131 receives voice input information that is input by voice by at least one of a guest and an employee to the voice input device 200. The reception unit 131 then temporarily stores the received voice input information, from which personal information has not been deleted, in the storage unit 120.

(Storage section 132)
The storage unit 132 deletes personal information from the voice input information accepted by the acceptance unit 131 and stores the information in the voice input information DB 121 .

Specifically, the storage unit 132 associates the subject who made the voice input with the content of the voice input for voice input information including requests and inquiries from guests, and stores the information in the voice input information DB 121. For example, when a guest makes a voice input saying, "Please tell me where the pool is," the storage unit 132 associates the subject (voice input classification) "guest" with the content (voice input content) "Please tell me where the pool is," and stores the information in the voice input information DB 121.

The storage unit 132 also associates the subject who made the voice input with the content of the voice input, and stores the voice input information including requests and complaints from guests to the accommodation facility, extracted from the voice input information from which personal information has been deleted, in the voice input information DB 121. For example, the storage unit 132 associates the subject (voice input classification) "guest" with the content (voice input content) "There are no towels in the room, please bring some" and stores them in the voice input information DB 121.

Furthermore, the storage unit 132 stores information on interactions between guests and employees in the voice input information DB 121, associating them with a time series. For example, the storage unit 132 associates the subject (voice input classification) "employee" with the content (voice input content) "We apologize for the inconvenience. We will arrange for towels as soon as possible," and stores the information in the voice input information DB 121. The storage unit 132 then associates the above-mentioned guest's complaint that "there are no towels in the room, please bring some" with the employee's statement that "we apologize for the inconvenience. We will arrange for towels as soon as possible."

(Generation unit 133)
The generation unit 133 generates management information to meet the requests of the lodger based on the voice input information from which the personal information has been deleted. Specifically, the generation unit 133 aggregates the voice input information from which the personal information has been deleted. Next, the generation unit 133 determines, from the aggregated voice input information, voice input information that satisfies a predetermined condition as the request (needs) of the lodger. Then, the generation unit 133 generates management information to meet the determined request of the lodger.

(Output unit 134)
The output unit 134 outputs the management information generated by the generation unit 133. For example, the output unit 134 can output the management information to guests, employees or managers of the accommodation facility, etc., via a display unit provided in the management information generating device 100 or an external display device, etc.

From here, as an example of the management information generation process realized by the management information generation device 100 according to this embodiment, the first to third examples will be given as examples and will be described with reference to Figs. 8 to 10. Figs. 8 to 10 are diagrams showing an example of the management information generation process according to this embodiment.

Specifically, the first example is an example of "generating management information in response to an inquiry" and will be described using FIG. 8. The second example is an example of "generating management information in response to an inquiry" and will be described using FIG. 9. The third example is an example of "generating management information in response to a complaint" and will be described using FIG. 10.

(First Example)
The first example is a case in which the management information generating device 100 compiles information such as inquiries input verbally by guests, and generates and outputs management information corresponding to the inquiries whose number of compiled cases satisfies a specified condition.

Specifically, the management information generating device 100 (generation unit 133) tally up the inquiries about facility use of the accommodation facility that are included in the voice input information received from the lodger and from which personal information has been deleted. Next, the management information generating device 100 (generation unit 133) generates information regarding facility use guidance as management information in response to the inquiries about facility use of the accommodation facility whose tally number satisfies a preset descending order condition. Then, the management information generating device 100 (output unit 134) outputs the generated management information to the lodger and the lodger.

The first example will now be described with reference to FIG. 8. FIG. 8 shows a voice input device 200 that accepts voice input from the lodger 11a, a management information generating device 100 that accepts voice input information from the voice input device 200 and performs storage processing of the voice input information and generation processing of management information, and a display device 21a that displays predetermined information.

First, the voice input device 200 receives voice input from the guest 11a, such as "Where is the swimming pool located? (FIG. 8 (1-1))" (FIG. 8 (1)). Next, the management information generating device 100 receives voice input information (inquiry) including information such as "inquiry from the guest 11a, 'Where is the swimming pool located?'" (FIG. 8 (2)).

The management information generating device 100 deletes personal information such as "guest 11a" from the "inquiry from guest 11a of 'Where is the swimming pool located?'" ((3) in FIG. 8). For example, at this time, the management information generating device 100 may replace "guest 11a" with information such as "guest."

The management information generating device 100 stores the voice input information (inquiry) from which the personal information has been deleted in the voice input information DB 121 ((4) in FIG. 8). Next, the management information generating device 100 extracts the content of the inquiry, such as "I would like to know where the pool is" from the "guest's inquiry of 'Where is the pool?'" ((5) in FIG. 8).

The management information generating device 100 counts the number of inquiries with common content among the extracted inquiries, such as "I want to know the location of the swimming pool," as the needs of guests ((6) in FIG. 8). The management information generating device 100 then stores the counted results of the inquiries in the aggregate information DB 122.

When the aggregated inquiry "I want to know where the swimming pool is" is included within a certain rank in descending order of the aggregation results, the management information generating device 100 determines that the inquiry is a high-priority guest need, such as "Many guests want to know where the swimming pool is ((7-1) in FIG. 8)" ((7) in FIG. 8). The management information generating device 100 then generates management information based on the determined high-priority guest needs ((8) in FIG. 8).

The management information generating device 100 outputs the generated management information ((9) in FIG. 8). For example, the management information generating device 100 outputs the management information to a specified display device 21a in order to display guidance information for the location of the swimming pool in order to satisfy the needs of guests who wish to know the location of the swimming pool ((9-1) in FIG. 8). The management information generating device 100 also outputs the management information to an information processing terminal device or the like operated by the manager 21b in order to inform the manager that there is a high need from guests to know the location of the swimming pool ((9-2) in FIG. 8).

(Second Example)
The second example is a case in which the management information generating device 100 aggregates information such as response history from interaction information based on voice input between guests and employees, and generates and outputs management information corresponding to the response history whose aggregated number meets specified conditions.

Specifically, the management information generating device 100 (generation unit 133) compiles inquiries about guidance to nearby facilities that are included in voice input information, including information on interactions between guests and employees, from which personal information has been deleted. Next, the management information generating device 100 (generation unit 133) generates information about suggestions for nearby facilities as management information in response to inquiries about guidance to nearby facilities whose compiled number satisfies a preset descending order condition. Then, the management information generating device 100 (output unit 134) outputs the generated management information to guests and accommodation facility managers.

Next, the second example will be described with reference to FIG. 9. FIG. 9 shows a voice input device 200a that accepts voice input from a lodger 12a, a voice input device 200b that accepts voice input from an employee 12b, a management information generating device 100 that accepts voice input information from the voice input devices 200 (200a and 200b) and stores the voice input information and generates management information, and a display device 22a that displays predetermined information.

First, the voice input device 200a accepts voice input from the guest 12a, such as "What nearby facilities do you recommend? ((1-1) in FIG. 9)" ((1) in FIG. 9). Next, the voice input device 200b accepts voice input from the employee 12b, such as "I recommend facility XX ((2-1) in FIG. 9)" ((2) in FIG. 9). Then, the voice input device 200a accepts voice input from the guest 12a, such as "I'm going to store XX" ((1-2) in FIG. 9).

The management information generating device 100 accepts voice input information (response history) ((3-1) in FIG. 9), which is information on the interaction between the guest 12a and the employee 12b, relating to (1) and (2) in FIG. 9 described above ((3) in FIG. 9).

The management information generating device 100 deletes personal information such as "guest 12a" from "guest 12a's inquiry about recommended nearby facilities" and "guest 12a's visit to store XX" ((4) in FIG. 9). The management information generating device 100 also deletes personal information such as "employee 12b" from "employee 12b's response that facility XX is recommended" ((4) in FIG. 9). For example, at this time, the management information generating device 100 may replace "guest 12a" with "guest" and "employee 12b" with "employee".

The management information generating device 100 stores the voice input information (response history) from which the personal information has been deleted in the voice input information DB 121 ((5) in Figure 9).

The management information generating device 100 extracts response histories such as "inquiries about nearby facilities, visits to store XX" by guests and "replies that facility XX is recommended" by employees ((6) in FIG. 9). Next, the management information generating device 100 counts the number of response histories with common content among the extracted response histories ((7) in FIG. 9). The management information generating device 100 then stores the counted inquiry content in the summary information DB 122.

When the collected response history "guests' inquiries about nearby facilities and visits to store XX" and "staff responses that facility XX is recommended" are included within a certain descending order in the collected results, the management information generating device 100 determines the needs of high-priority guests, such as "many guests go to store XX (FIG. 9 (8-1))" (FIG. 9 (8)). The management information generating device 100 then generates management information based on the determined needs of high-priority guests (FIG. 9 (9)).

The management information generating device 100 outputs the generated management information ((10) in FIG. 9). For example, in order to satisfy the needs of guests that many guests visit "Store XX", the management information generating device 100 outputs the management information to a specified display device 22a in order to display information on the location of Store XX to guests ((10-1) in FIG. 9). In addition, the management information generating device 100 outputs a "proposal to install Facility XX in the accommodation facility" based on the needs of guests that many guests visit "Store XX" as the management information to an information processing terminal device or the like operated by the manager 22b ((10-2) in FIG. 9).

(Third Example)
The third example is a case in which the management information generating device 100 aggregates information such as complaint handling history from interaction information based on voice input between guests and employees, and generates and outputs management information corresponding to the complaint handling history where the aggregated number of cases meets a specified condition.

Specifically, the management information generating device 100 (generation unit 133) compiles, as a complaint response history, the contents of the complaints from the lodger, which are included in the voice input information from which personal information has been deleted, including the conversation history regarding the complaint between the lodger and at least one of the voice input device 200 and the accommodation facility employee. The management information generating device 100 (generation unit 133) then generates, as management information, information that combines one or more of the compiled complaint contents, the complaint response history corresponding to the complaint contents, and external information related to the accommodation facility. The management information generating device 100 (output unit 134) then outputs the generated management information to the manager of the accommodation facility.

Next, a third example will be described with reference to FIG. 10. FIG. 10 shows a voice input device 200a that accepts voice input from a lodger 13a, a voice input device 200b that accepts voice input from an employee 13b, and a management information generating device 100 that accepts voice input information from the voice input devices 200 (200a and 200b) and performs storage processing of the voice input information and generation processing of management information.

First, the voice input device 200a receives voice input ((1-1) in FIG. 10) such as "There were no towels in the room" from the guest 13a ((1) in FIG. 10). Next, the voice input device 200b receives voice input ((2-1) in FIG. 10) regarding "handling a complaint" from the employee 13b ((2) in FIG. 10).

The management information generating device 100 accepts voice input information (complaint handling history) ((3-1) in FIG. 10), which is information on the exchange regarding complaints between the guest 13a and the employee 13b, as shown in (1) and (2) in FIG. 10 above ((3) in FIG. 10).

The management information generating device 100 deletes personal information such as "guest 13a" from "inquiry from guest 13a that 'towels' were not left in the room" ((4) in FIG. 10). The management information generating device 100 also deletes personal information such as "employee 13b" from "complaint handling by employee 13b" ((4) in FIG. 10). For example, at this time, the management information generating device 100 may replace "guest 13a" with "guest" and "employee 13b" with "employee".

The management information generating device 100 stores the voice input information (complaint handling history) from which the personal information has been deleted in the voice input information DB 121 ((5) in FIG. 10). Next, the management information generating device 100 extracts complaint handling history such as "guest complaints that towels were not provided in the room" and "complaint handling by employees" ((6) in FIG. 10).

The management information generating device 100 counts the number of complaint handling histories with common content from among the extracted complaint handling histories ((7) in FIG. 10). The management information generating device 100 then stores the counted result of the complaint handling histories in the aggregate information DB 122.

Based on the collected complaint handling history, the management information generating device 100 generates management information related to complaints ((8) in FIG. 10) including information on the complaints that have occurred and the history of handling the complaints ((8-1) in FIG. 10). At this time, the management information generating device 100 can generate management information using external information related to accommodation facilities ((8-2) in FIG. 10) collected in advance. For example, in the case of a complaint about the cleaning of a guest room, such as "towels not provided" as described above, the management information generating device 100 can generate management information that associates the content of the complaint with external information including information on the cleaning crew or person in charge who cleaned the room in question.

The management information generating device 100 outputs the generated management information ((9) in FIG. 10). For example, as shown in (9-1) in FIG. 10, the management information generating device 100 outputs the "number of complaints," "contents of complaints," "complaint handling history," etc., as the management information to an information processing terminal device operated by the manager 23b.

(Procedure for generating management information)
Next, a description will be given of the procedure for storing received information and generating management information, which is realized by the management information generation device 100 according to this embodiment.

First, the information storage process will be described with reference to FIG. 11. FIG. 11 is a diagram showing a flowchart of the storage process according to this embodiment.

The reception unit 131 receives the voice input information (S101). The storage unit 132 deletes the personal information from the voice input information (S102). The storage unit 132 then stores the voice input information from which the personal information has been deleted in the voice input information DB 121 (S103). The management information generating device 100 then ends the process.

Next, the management information generation process will be described with reference to FIG. 12. FIG. 12 is a diagram showing a flowchart of the generation process according to this embodiment.

First, the management information generating device 100 waits for processing until an instruction to generate management information is given (No in S201). When an instruction to generate management information is given (Yes in S201), the generating unit 133 executes a predetermined aggregation process (S202). The generating unit 133 generates management information based on the aggregated results (S203). The output unit 134 outputs the generated management information (S204). Then, the management information generating device 100 ends the process.

(effect)
Next, the effects of the management information generating device 100 according to this embodiment will be described. The storage unit 132 of the management information generating device 100 according to this embodiment deletes personal information from the voice input information input via the voice input device 200 and stores the information in the memory unit. The management information generating device 100 then generates management information to meet the needs of guests based on the voice input information from which the personal information has been deleted. Therefore, the management information generating device 100 of this embodiment has the effect of enabling the effective use of accumulated information about guests.

The generation unit 133 aggregates the voice input information from which the personal information has been deleted. Next, the generation unit 133 determines, from the aggregated voice input information, voice input information that satisfies a predetermined condition as the guest's request. The generation unit 133 then generates management information to respond to the determined guest's request. Therefore, the management information generating device 100 can use information on inquiries, complaints, requests, etc. input to the voice input device 200 installed in each guest room to generate management information that responds to the inquiries, complaints, requests, etc. Therefore, the management information generating device 100 has the effect of using the accumulated information on guests to implement measures to improve customer experience in advance of guests' requests and complaints.

Specifically, the generation unit 133 aggregates the inquiries about the use of the accommodation facility's facilities that are included in the voice input information from which personal information has been deleted. The generation unit 133 then generates, as management information, information regarding guidance on facility use in accordance with the inquiries about the use of the accommodation facility's facilities for which the aggregated number of inquiries satisfies a preset descending order condition. Therefore, the management information generating device 100 has the effect of enabling measures to be implemented to improve the customer experience in advance of guests' requests, such as displaying the location of the pool from the beginning, for example, when many guests ask about the location of the pool.

The generation unit 133 also aggregates inquiries about guidance to nearby facilities that are included in the voice input information from which personal information has been deleted. Then, the generation unit 133 generates information about suggestions for nearby facilities as management information in response to inquiries about guidance to nearby facilities for which the aggregated number of inquiries meets a preset descending order condition. Therefore, the management information generating device 100 has the effect of enabling measures to be taken to improve customer experience in advance of guests' requests, such as setting up a store within the accommodation facility for a store that receives many inquiries.

The generation unit 133 also aggregates the contents of complaints from guests that are included in the voice input information from which personal information has been deleted. The generation unit 133 then generates management information by combining one or more of the aggregated complaint contents, the complaint response history corresponding to the complaint contents, and external information related to the accommodation facility.

The management information generating device 100 can also use external information related to accommodation facilities collected in advance to generate management information that combines the external information with the content of the complaint. For example, in the case of a complaint about the cleaning of a guest room, such as "towels not provided," the management information generating device 100 generates management information that matches the content of the complaint with external information, including information about the cleaning team or person in charge who cleaned the room in question. As a result, the management information generating device 100 can generate management information that enables analysis of who makes the most mistakes when cleaning, etc.

Therefore, the management information generating device 100 has the effect of making it possible to prevent the recurrence of complaints by guests, for example, by considering measures to prevent similar complaints from occurring in the future in the case of complaints that occur frequently.

In addition, the management information generating device 100 can appropriately aggregate the accumulated information according to the needs of the guests, thereby reducing the labor and time required to switch the guidance displays within the accommodation facility according to the needs of the guests and to make proposals to the manager, etc.

<Modification>
The following describes modified examples realized by the management information generation device 100 according to this embodiment.

(Data, etc.)
The voice input information, management information, guest needs, number of complaints, complaint handling history, personal information, response history, voice input device 200, names of functional parts of the management information generating device 100, steps, processes, names of steps or processes, etc. used in the description of the above embodiments are merely examples and can be changed as desired.

For example, the voice input information DB121 stores the voice input person classification and the voice input content in association with "No" to identify individual voice input information, but is not limited to this.

For example, the aggregate information DB 122 stores the needs and the number of needs as guest needs 122a, in association with "No." to identify the needs of individual guests, but is not limited to this.

For example, the aggregate information DB 122 stores the complaint content and the number of complaints as the number of complaints 122b, in association with "No." to identify the number of complaints by individual guests, but is not limited to this.

For example, the aggregate information DB 122 stores the subject and the response history as the complaint response history 122c, in association with "No." to identify an individual complaint response history, but is not limited to this.

For example, guest information DB123 stores, in association with a "No." that identifies information about an individual guest, the name, date of birth, gender, address, telephone number, email address, occupation, nationality, passport number, age, arrival date and time, departure date and time, previous lodging location, destination location, and accommodation room, but is not limited to this.

In addition, the memory unit 120 can also store external information related to the accommodation facility. Specifically, the memory unit 120 can store various information recorded in the management and operation of the accommodation facility, such as records of task responses at the accommodation facility, cleaning records, and room service response records. For example, the memory unit 120 can store information such as the room number, cleaning date, cleaning content, time required for cleaning, and cleaning staff as cleaning records. Note that the above-mentioned information is merely an example, and the memory unit 120 can store any information that falls within the category of external information related to the accommodation facility, without any limitations.

(Regarding voice input devices)
In the above-described embodiment, the voice input device 200 is described on the assumption that a device for communication installed in a lodging facility is used, but is not limited thereto. For example, the voice input device 200 may be a device such as a smart speaker installed in each lodging room that allows a user and the device to respond to each other in natural language.

The voice input device 200 may be a mobile terminal device such as a smartphone or tablet operated by an employee, or a device such as an Inter Communication System. In this case, for example, when a guest makes various requests to an employee face-to-face (for example, to the front desk or a passing employee), the voice input device 200 allows the employee who is in person to receive the request by voice from the guest. In other words, when an employee receives a voice request from a guest face-to-face, the employee can receive the voice request via the employee's smartphone or tablet, a stationary microphone, a smart speaker that allows the user and the device to respond in natural language, etc.

The voice input device 200 may also be a mobile terminal device of the guest. In this case, the voice input device 200 may be realized as a device capable of making internal calls to employees of the accommodation facility and other guests by installing an application that realizes the call connection program according to this embodiment on the guest's personal mobile terminal device, such as a smartphone or tablet.

(Regarding extraction and aggregation processes)
The extraction process and the tabulation process by the management information generating device 100 in the above-described embodiment may be realized using known technology, and the method and means are not limited. For example, the management information generating device 100 can extract keywords such as "pool", "location", and "somewhere" from the content of an inquiry such as "Where is the swimming pool located?" based on known technology. Then, the management information generating device 100 can tabulate the content of an inquiry that matches the extracted keywords such as "pool", "location", and "somewhere" based on known technology.

In addition, the management information generating device 100 may perform extraction and aggregation processes based on a machine learning model that has been trained to input the content of an inquiry and output information such as a need, such as "I would like to know the location of the swimming pool: XX items."

(Regarding the process of determining target needs)
In the above-described embodiment, the management information generating device 100 has been described as determining the corresponding inquiry content, etc. as the needs of the lodger when the aggregated results satisfy the descending order condition, but this is not limited thereto. For example, the management information generating device 100 may determine the inquiry content, etc. that includes a predetermined keyword that is set in advance in the aggregated results as the needs of the lodger. Furthermore, the management information generating device 100 may determine the needs of the lodger based on a machine learning model that is trained in advance to use the aggregated results as input and output inquiry results that should be dealt with as a priority.

(Flowcharts, etc.)
The steps in the flowcharts and the like may be interchanged and executed as long as there is no contradiction, and some steps may not be executed. In addition, conjunctions such as "next,""continue,""further,""at this time," and "on this occasion" in the explanation of the flowcharts do not limit the order or timing of execution of the processes in the flowcharts.

(system)
The information including the processing procedures, control procedures, specific names, various data and parameters shown in the above documents and drawings can be changed arbitrarily unless otherwise specified.

In addition, each component of each device shown in the figure is a functional concept, and does not necessarily have to be physically configured as shown in the figure. In other words, the specific form of distribution and integration of each device is not limited to that shown in the figure. In other words, all or part of them can be functionally or physically distributed and integrated in any unit depending on various loads, usage conditions, etc.

<Hardware Configuration>
Each component of each device shown in the figure is a functional concept, and does not necessarily have to be physically configured as shown in the figure. In other words, the specific form of distribution and integration of each device is not limited to that shown in the figure, and all or a part of it can be functionally or physically distributed and integrated in any unit depending on various loads, usage conditions, etc. Furthermore, each processing function performed by each device can be realized in whole or in any part by a CPU and a program analyzed and executed by the CPU, or can be realized as hardware using wired logic.

Furthermore, among the processes described in this embodiment, all or part of the processes described as being performed automatically can be performed manually using known methods. In addition, the information including the processing procedures, control procedures, specific names, various data, and parameters shown in the drawings can be changed as desired unless otherwise specified.

<Program>
In one embodiment, the various devices constituting the management information generation device 100 can be implemented by installing a management information generation program as package software or online software on a desired computer. For example, the management information generation program can be executed by an information processing device to function as the various devices constituting the management information generation device 100. The information processing device referred to here includes desktop and notebook personal computers. Other information processing devices that fall within the category include mobile communication terminals such as smartphones and mobile phones, and even slate terminals such as PDAs (Personal Digital Assistants).

Figure 13 is a diagram showing an example of a computer that executes the management information generation process according to this embodiment. The computer 1000 has, for example, a memory 1010 and a CPU 1020. The computer 1000 also has a hard disk drive interface 1030, a disk drive interface 1040, a serial port interface 1050, a video adapter 1060, and a network interface 1070. Each of these components is connected by a bus 1080.

The memory 1010 includes a ROM (Read Only Memory) 1011 and a RAM 1012. The ROM 1011 stores a boot program such as a BIOS (Basic Input Output System). The hard disk drive interface 1030 is connected to a hard disk drive 1090. The disk drive interface 1040 is connected to a disk drive 1100. A removable storage medium such as a magnetic disk or optical disk is inserted into the disk drive 1100. The serial port interface 1050 is connected to a mouse 1110 and a keyboard 1120, for example. The video adapter 1060 is connected to a display 1130, for example.

The hard disk drive 1090 stores, for example, an OS 1091, an application program 1092, a program module 1093, and program data 1094. That is, the programs that define the processes of the various devices that make up the management information generating device 100 are implemented as program modules 1093 in which computer-executable code is written. The program modules 1093 are stored, for example, in the hard disk drive 1090. For example, the program modules 1093 for executing processes similar to the functional configurations of the various devices that make up the management information generating device 100 are stored in the hard disk drive 1090. The hard disk drive 1090 may be replaced by an SSD (Solid State Drive).

The setting data used in the processing of the above-mentioned embodiment is stored as program data 1094, for example, in memory 1010 or hard disk drive 1090. Then, the CPU 1020 reads the program module 1093 or program data 1094 stored in memory 1010 or hard disk drive 1090 into RAM 1012 as necessary, and executes the processing of the above-mentioned embodiment.

The program module 1093 and the program data 1094 are not limited to being stored in the hard disk drive 1090, but may be stored in a removable storage medium, for example, and read by the CPU 1020 via the disk drive 1100 or the like. Alternatively, the program module 1093 and the program data 1094 may be stored in another computer connected via a network (such as a LAN or a WAN (Wide Area Network)). The program module 1093 and the program data 1094 may then be read by the CPU 1020 from the other computer via the network interface 1070.

＜Other＞
Although the present embodiment has been described above, the present embodiment is not limited by the description and drawings that form a part of the disclosure. In other words, other embodiments, examples, operation techniques, etc. made by those skilled in the art based on the present embodiment are all included in the scope of the present embodiment.

100 Management information generating device 110 Communication unit 120 Storage unit 121 Voice input information DB
122 Aggregation information DB
123 Guest information DB
130 Control unit 131 Reception unit 132 Storage unit 133 Generation unit 134 Output unit 200 Voice input device

Claims (11)

a storage unit that deletes information that identifies an individual from the voice input information inputted via the voice input device and stores the information in a storage unit;
a generating unit that generates information to be used for management of the accommodation facility to meet requests of the lodger based on the voice input information from which the information that identifies the individual has been deleted ;
The generation unit is
The content of inquiries about the use of facilities at the accommodation facility, which are included in the voice input information from which the personally identifiable information has been deleted, is collected;
generating information regarding guidance on facility use as information to be used for management of the accommodation facility in response to inquiries about facility use of the accommodation facility whose counted number satisfies a predetermined descending order condition;
A management information generating device comprising : a storage unit that deletes information that identifies an individual from the voice input information inputted via the voice input device and stores the information in a storage unit;
a generating unit that generates information to be used for management of the accommodation facility to meet requests of the lodger based on the voice input information from which the information that identifies the individual has been deleted ;
The generation unit is
aggregating the content of inquiries about guidance to nearby facilities contained in the voice input information from which the information that identifies the individual has been deleted;
generating information on suggestions for the surrounding facilities as information to be used for the management of the accommodation facility in response to inquiries about the surrounding facilities whose counts satisfy a predetermined descending order condition;
A management information generating device comprising : a storage unit that deletes information that identifies an individual from the voice input information inputted via the voice input device and stores the information in a storage unit;
a generating unit that generates information to be used for management of the accommodation facility to meet requests of the lodger based on the voice input information from which the information that identifies the individual has been deleted ;
The generation unit is
aggregating the contents of complaints from the guests contained in the voice input information from which the personally identifiable information has been deleted;
generating information combining one or more of the aggregated complaint contents, a complaint response history corresponding to the complaint contents, and external information related to the accommodation facility as information to be used for the management of the accommodation facility;
A management information generating device comprising : The generation unit is
aggregating the voice input information from which the personally identifiable information has been deleted;
Among the collected voice input information, voice input information that satisfies a predetermined condition is determined as the request of the guest;
Generate information for use in managing the accommodation facility to meet the determined needs of the guest.
4. A management information generating device according to claim 1, wherein the management information generating device is a management information generating device. The history of the complaint is as follows:
A conversation history regarding a complaint between the guest and at least one of the voice input device and an employee of the accommodation facility.
4. The management information generating device according to claim 3 . A management information generating method executed by a management information generating device, comprising:
a storage step of deleting information that identifies an individual from the voice input information inputted via the voice input device and storing the information in a storage unit;
and generating information to be used for management of the accommodation facility in response to requests from guests based on the voice input information from which the information identifying the individual has been deleted,
The generating step includes:
The content of inquiries about the use of facilities at the accommodation facility, which are included in the voice input information from which the personally identifiable information has been deleted, is collected;
generating information regarding guidance on facility use as information to be used for management of the accommodation facility in response to inquiries about facility use of the accommodation facility whose counted number satisfies a predetermined descending order condition;
A management information generating method comprising : A management information generating method executed by a management information generating device, comprising:
a storage step of deleting information that identifies an individual from the voice input information inputted via the voice input device and storing the information in a storage unit;
and generating information to be used for management of the accommodation facility in response to requests from guests based on the voice input information from which the information identifying the individual has been deleted,
The generating step includes:
aggregating the content of inquiries about guidance to nearby facilities contained in the voice input information from which the information that identifies the individual has been deleted;
generating information on suggestions for the surrounding facilities as information to be used for the management of the accommodation facility in response to inquiries about the surrounding facilities whose counts satisfy a predetermined descending order condition;
A management information generating method comprising : A management information generating method executed by a management information generating device, comprising:
a storage step of deleting information that identifies an individual from the voice input information inputted via the voice input device and storing the information in a storage unit;
and generating information to be used for management of the accommodation facility in response to requests from guests based on the voice input information from which the information identifying the individual has been deleted,
The generating step includes:
aggregating the contents of complaints from the guests contained in the voice input information from which the personally identifiable information has been deleted;
generating information combining one or more of the aggregated complaint contents, a complaint response history corresponding to the complaint contents, and external information related to the accommodation facility as information to be used for the management of the accommodation facility;
A management information generating method comprising : a storing step of deleting information that identifies an individual from the voice input information inputted via the voice input device and storing the information in a storage unit;
a generating step of generating information to be used for managing the accommodation facility in response to requests from guests based on the voice input information from which the information identifying the individual has been deleted,
The generating step includes:
The content of inquiries about the use of facilities at the accommodation facility, which are included in the voice input information from which the personally identifiable information has been deleted, is collected;
generating information regarding guidance on facility use as information to be used for management of the accommodation facility in response to inquiries about facility use of the accommodation facility whose counted number satisfies a predetermined descending order condition;
Management information generation program. a storing step of deleting information that identifies an individual from the voice input information inputted via the voice input device and storing the information in a storage unit;
a generating step of generating information to be used for managing the accommodation facility in response to requests from guests based on the voice input information from which the information identifying the individual has been deleted,
The generating step includes:
aggregating the content of inquiries about guidance to nearby facilities contained in the voice input information from which the information that identifies the individual has been deleted;
generating information on suggestions for the surrounding facilities as information to be used for the management of the accommodation facility in response to inquiries about the surrounding facilities whose counts satisfy a predetermined descending order condition;
Management information generation program. a storing step of deleting information that identifies an individual from the voice input information inputted via the voice input device and storing the information in a storage unit;
a generating step of generating information to be used for managing the accommodation facility in response to requests from guests based on the voice input information from which the information identifying the individual has been deleted ,
The generating step includes:
aggregating the contents of complaints from the guests contained in the voice input information from which the personally identifiable information has been deleted;
generating information combining one or more of the aggregated complaint contents, a complaint response history corresponding to the complaint contents, and external information related to the accommodation facility as information to be used for the management of the accommodation facility;
Management information generation program.

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