JP2010079149A - Visitor reception device, person-in-charge terminal, visitor reception method, and visitor reception program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a visitor reception device for performing appropriate reception processing even if incorrect recognition occurs in voice recognition processing, a person-in-charge terminal, and a visitor reception program. <P>SOLUTION: When a visitor 1 comes, a button 15 of the visitor reception device 11 is pushed, and agency with a person 3 in charge of the visitor is requested. The visitor reception device 11 outputs a voice for inquiring the identity of the visitor 1 and the identity of the person 3 in charge of the visitor. According to this, the voice recognition processing of a voice uttered by the visitor 1 is executed, and the identity information of the visitor and the identity information of the person in charge of the visitor are specified. The specified information is transmitted to a person-in-charge terminal 41, and outputted to the person 3 in charge of the visitor. The voice uttered by the visitor 1 is transmitted to the person-in-charge terminal 41, and outputted to the person 3 in charge of the visitor. Thus, even if information cannot be specified by voice recognition, the person 3 in charge of the visitor listens to the voice uttered by the visitor 1 and can recognize the coming of the visitor 1. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a customer reception device, a person-in-charge terminal, a customer reception method, and a customer reception program. More specifically, the present invention relates to a visitor reception device, a person-in-charge terminal, a visitor reception method, and a visitor reception program that enable a responder to quickly and reliably respond to a visitor.

Conventionally, it recognizes the utterance voice of a visitor by voice recognition processing, acquires the information of the visitor's identity and the person in charge at the visit destination, and automates the visitor reception work by notifying the responder based on that information An apparatus has been proposed (see, for example, Patent Document 1). By using this device, it is possible to automatically carry out the visitor's intermediary without the attendant meeting with the visitor directly.
JP-A-7-234694

  However, in the above-described device, after the voice conversation with the customer is completed, the notification based on the result is made to the responder. Therefore, when the recognition error occurs in the voice recognition processing, the wrong visitor information May be notified to the wrong responder, and there is a problem in that an appropriate response cannot be made in such a case.

  The present invention has been made to solve the above-described problems, and is a visitor reception device, a person-in-charge terminal capable of performing appropriate reception processing even when erroneous recognition occurs in speech recognition processing, It aims at providing a visitor reception method and a visitor reception program.

  In order to solve the above-described problems, the visitor reception apparatus according to the first aspect of the present invention is a terminal capable of recognizing a voice uttered by a visitor and notifying a person in charge of responding to the visitor. A visitor reception device for notifying a visitor terminal of a visit, an output means capable of outputting the conversation information stored in the conversation storage means to the visitor, and the conversation information output by the output means Voice that is stored in association with input means for inputting utterance voice information of the voice uttered by the visitor, the conversation information output by the output means, and the utterance voice information input from the input means An information storage means; a voice recognition means for recognizing the utterance voice information input by the input means; and a person-in-charge storage means based on the voice recognition information recognized by the voice recognition means. Referring to the stored person-in-charge database, a person-in-charge specifying means for specifying a person in charge who responds to the visitor, and the person-in-charge identified by the person-in-charge specifying means is notified of the visit of the visitor. Visit notification information which is information for transmitting to the person-in-charge terminal, and the conversation information stored in the voice information storage means and the utterance voice information are transmitted to the person-in-charge terminal. Voice information transmitting means.

  In addition to the configuration of the invention according to claim 1, a visitor reception apparatus according to claim 2 is a word dictionary storage that stores a word dictionary based on visitor identity information that is information relating to the identity of the visitor. And when the speech recognition means cannot recognize the speech voice information by referring to the word dictionary stored in the word dictionary storage means, the voice information transmission means The conversation information and the utterance voice information stored in the storage means are transmitted to the person-in-charge terminal.

  In addition to the configuration of the invention described in claim 1 or 2, the visitor reception device of the invention according to claim 3 could not identify the person in charge who responds to the visitor by the person-in-charge specifying means. In this case, it is provided with unknown visit notification transmitting means for transmitting unknown visit notification information, which is information for notifying the visit of the visitor whose response person is unknown, to the person in charge terminal. To do.

  In addition to the configuration of the invention according to any one of claims 1 to 3, the customer acceptance device according to the invention according to claim 4 is information for specifying a response method for the visitor from the person-in-charge terminal. Conversation information for responding to the visitor based on the response method specified by the response method information acquired by the response method acquisition means Is selected from the conversation storage means, and a response output control means for outputting from the output means.

  In addition to the configuration of the invention according to claim 4, the customer acceptance device of the invention according to claim 5 is characterized in that the reception method specified by the reception method information acquired by the reception method acquisition means is In the case of an absence response that refuses to meet with the visitor, the response output control means selects the conversation information for performing the absence response from the conversation storage means and outputs it from the output means. The voice information transmission means transmits the conversation information and the utterance voice information stored in the voice information storage means to the person-in-charge terminal.

  In addition to the configuration of the invention according to claim 4, the visitor reception device of the invention according to claim 6 is notified that the visitor has visited the person in charge from the person-in-charge terminal. A response acquisition control means for performing the absence response when the elapsed time acquired by the time acquisition means exceeds a predetermined time. The conversation information is selected from the conversation storage means and output from the output means.

  The person-in-charge terminal of the invention according to claim 7 is used together with the customer reception device according to any one of claims 1 to 6, thereby notifying the person in charge who responds to the visitor.

  The visitor reception method of the invention according to claim 8 recognizes the voice uttered by the visitor and notifies the visitor terminal, which is a terminal capable of notifying the person in charge of the visitor, of the visitor. A method for accepting a visitor, the output means capable of outputting the conversation information stored in the conversation storage means to the visitor, and the voice uttered by the visitor with respect to the conversation information output by the output means Input means for inputting the utterance voice information, voice information storage means for storing the conversation information output by the output means and the utterance voice information input from the input means in association with each other, and the input means A voice recognition step for recognizing the utterance voice information input by the voice, and a person in charge stored in the person-in-charge storage means based on the voice recognition information voice-recognized by the voice recognition step A person-in-charge specifying step for referring to a database to identify a person in charge to respond to the visitor, and information for notifying the person-in-charge identified in the person-in-charge identification step of the visit of the visitor. A visit notification transmission step for transmitting certain visit notification information to the person in charge terminal, and a voice information transmission step for transmitting the conversation information and the utterance voice information stored in the voice information storage means to the person in charge terminal. And.

  According to a ninth aspect of the present invention, there is provided a guest reception program for causing a computer to function as various processing means of the customer reception device according to any one of the first to sixth aspects.

  In the visitor reception device according to the first aspect of the invention, since the utterance voice information uttered by the visitor is output to the person in charge, the identity of the visitor can be obtained even when a false recognition occurs due to the voice recognition process. Can be accurately recognized. In addition, the person in charge can grasp the visit of the visitor without interrupting the ongoing work.

  Moreover, in the visitor reception device of the invention according to claim 2, in addition to the effect of the invention of claim 1, when the voice recognition means fails in voice recognition based on the word dictionary, the visitor identity information It is determined that the visitor is an unidentified visitor who is not registered in the terminal, and the conversation information and the speech information are output from the person-in-charge terminal. As a result, the person in charge can directly hear the voice of the visitor, and the identity of the visitor can be specified.

  In addition, in the customer acceptance device of the invention according to claim 3, in addition to the effect of the invention according to claim 1 or 2, when the person in charge cannot be specified, the person in charge to respond is unknown. It is determined that the user is a visitor, and a message to that effect is transmitted to the person in charge. As a result, the person-in-charge terminal can recognize that a visitor whose person in charge is unknown is visiting.

  In addition, in the visitor reception device of the invention according to claim 4, in addition to the effect of the invention according to any one of claims 1 to 3, the person in charge responds to the visitor without directly meeting the visitor. It becomes possible to notify the method.

  In addition, in the visitor reception device of the invention according to claim 5, in addition to the effect of the invention of claim 4, in the case of refusing the visit, the visitor is notified that the reception is refused, Since the voice uttered by the visitor is distributed to the person in charge via the person-in-charge terminal, the person in charge can recognize the state of the visitor when the absence response is notified.

  In addition, in the visitor reception device of the invention according to claim 6, in addition to the effect of the invention of claim 4, when the person in charge does not input a response method for a predetermined time or more, the absence of the visitor Since the response is made, it is possible to prevent the visitor from waiting for a long time.

  In addition, the person-in-charge terminal of the invention according to claim 7 is used together with the customer acceptance device according to any one of claims 1 to 6 to notify the person in charge who responds to the visitor. Is possible.

  Moreover, in the visitor reception method of the invention according to claim 8, since the utterance voice information uttered by the visitor is output to the person in charge, even if a false recognition occurs due to the voice recognition processing, It is possible to accurately recognize the identity of the person. In addition, the person in charge can grasp the visit of the visitor without interrupting the ongoing work.

  In the visitor reception program of the invention according to claim 9, it is possible to cause the computer to function as various processing means of the visitor reception device according to any one of claims 1 to 6.

  Hereinafter, a visitor reception device and a visitor reception program according to embodiments of the present invention will be described with reference to the drawings. These drawings are used for explaining the technical features that can be adopted by the present invention, and the configuration of the apparatus described, the flowcharts of various processes, etc., unless otherwise specified. It is not intended to be limited to that, but merely an illustrative example.

  First, the customer acceptance device 11 and the person-in-charge terminal 41 constituting the customer acceptance system 100 will be described with reference to FIG. FIG. 1 is a schematic diagram showing the physical configuration of the customer reception device 11 and the person-in-charge terminal 41 that constitute the customer reception system 100.

  In the visitor reception device 11, a voice is uttered to the visitor 1, whereby an agent with a person in charge (hereinafter referred to as “visit person in charge”) 3 who responds to the visitor 1 is performed. As shown in FIG. 1, the customer acceptance device 11 is provided, for example, at a door or a door in front of a visitor visited by a visitor 1. And it responds to the visitor 1 by voice output or display display.

  The person-in-charge terminal 41 receives voice information and notification information transmitted from the customer acceptance device 11 and outputs them to the person in charge of visit 3. Thereby, the visitor 3 is notified of the visitor 1 visit. As shown in FIG. 1, the person-in-charge terminal 41 is provided in an office, for example, and is arranged at a predetermined place (near the door entrance, a common space, etc.) so that a plurality of persons staying in the office can share. The customer acceptance device 11 and the person-in-charge terminal 41 are connected to a communication line (not shown), and data can be exchanged between them.

  Details of the physical configuration of the customer acceptance device 11 will be described. As shown in FIG. 1, a visitor reception device 11 includes a microphone 12 that can input sound, a display 13 that can display a desired image, a speaker 14 that can output sound, and a button that receives an operation of the visitor 1. 15. A camera 16 for photographing the visitor 1 is provided. Then, the voice uttered by the visitor 1 in accordance with the guidance display displayed on the display 13 or the voice guidance output from the speaker 14 is input via the microphone 12.

  Note that the input speech is subjected to speech recognition processing. Information on the identity of visitor 1 (name, affiliation, etc .; hereinafter referred to as “visitor identity information”) and information on the identity of visitor 3 (name, affiliation, etc .; hereinafter referred to as “visitor identity information”) .) Is specified. The input voice, the captured image, and the identified visitor identification information and visitor identification information are transmitted to the person-in-charge terminal 41 via a communication line (not shown).

  Details of the physical configuration of the person-in-charge terminal 41 will be described. As shown in FIG. 1, the person-in-charge terminal 41 has a display 42 that can display a desired image, a speaker 43 that can output sound, a button 44 that receives a response method for the visitor 1 from the visitor 3. Etc. The button 44 includes a reproduction button 44A for inputting an instruction for reproducing sound and a response button 44B for selecting and inputting a method for responding to the visitor 1.

  Information (image information, voices uttered by the visitor 1, various notification information) transmitted from the visitor reception device 11 and received via a communication line (not shown) is a visit person in the office via the speaker 43. Is output to the user 3. An image of visitor 1 is displayed on display 42. In addition, when a response method for the visitor 1 is input from the response button 44B, in order to respond to the visitor 1 based on the input response method (hereinafter referred to as “response method type”). Is transmitted to the customer acceptance device 11 via a communication line (not shown).

  The electrical configuration of the customer acceptance device 11 and the person-in-charge terminal 41 will be described with reference to FIG. FIG. 2 is a schematic diagram showing the electrical configuration of the customer acceptance device 11 and the person-in-charge terminal 41.

  The electrical configuration of the customer acceptance device 11 will be described. As shown in FIG. 2, the customer acceptance device 11 includes a CPU 21 that performs overall processing of the terminal itself, a RAM 22 that is a volatile storage element for providing a temporary storage area required when the CPU 21 executes the process, parameters And a ROM 23 that is a non-volatile storage element in which setting information is stored, and a hard disk (HDD) 24 that is a storage element in which various programs and a dictionary necessary for voice recognition are stored. The CPU 21 is electrically connected via the bus 26 so that the storage areas of the RAM 22, ROM 23, and HDD 24 can be accessed.

  The customer acceptance device 11 includes a microphone 12, a display 13, a speaker 14, and a button 15. The microphone 12 is an element that can convert an input audio signal into an electric signal. The microphone 12 and the CPU 21 are electrically connected so that the converted electric signal can be recognized by the CPU 21. The display 13 is an element capable of displaying a desired image. The display 13 and the CPU 21 are electrically connected via the bus 26 so that a desired image can be displayed under the control of the CPU 21. The speaker 14 is an element that can convert an electrical signal into sound. And the speaker 14 and CPU21 are electrically connected so that an audio | voice can be output by control from CPU21. The button 15 is an element that can output a pressed state as an electrical signal. The button 15 and the CPU 21 are electrically connected so that the output electric signal can be recognized by the CPU 21.

  The customer acceptance device 11 also includes a network card (NW card) 25. The NW card 25 is provided for communicating with the person-in-charge terminal 41 via a communication line. The NW card 25 and the CPU 21 are electrically connected via the bus 26 so that communication is possible between the CPU 21 and the CPU 51 included in the person-in-charge terminal 41.

  The electrical configuration of the person-in-charge terminal 41 will be described. As shown in FIG. 2, the person-in-charge terminal 41 includes a CPU 51 that controls the overall processing of the device itself, a RAM 52 that is a volatile storage element for providing a temporary storage area required when the CPU 51 executes the process, parameters And a ROM 53 which is a non-volatile storage element in which setting information is stored, and a hard disk (HDD) 54 which is a storage element in which data necessary for programs and speech synthesis are stored. The CPU 51 is electrically connected via a bus 56 so that the storage areas of the RAM 52, ROM 53, and HDD 54 can be accessed.

  The person-in-charge terminal 41 includes a display 42, a speaker 43, and buttons 44. The display 42 is an element that can display a desired image. The display 42 and the CPU 51 are electrically connected via the bus 56 so that a desired image can be displayed under the control of the CPU 51. The speaker 43 is an element that can convert an electrical signal into sound. And the speaker 43 and CPU51 are electrically connected so that an audio | voice can be output by control from CPU51. The button 44 (reproduction button 44A, response button 44B) is an element that can output a pressed state as an electrical signal. The button 44 and the CPU 21 are electrically connected so that the output electric signal can be recognized by the CPU 51.

  The person-in-charge terminal 41 includes a network card (NW card) 55. The NW card 55 is provided to communicate with the customer acceptance device 11 via a communication line. The NW card 55 and the CPU 51 are electrically connected via 56 so that communication is possible between the CPU 51 and the CPU 21 included in the customer acceptance device 11.

  A storage area provided in the HDD 24 provided in the customer acceptance device 11 will be described with reference to FIG. FIG. 3 is a schematic diagram showing a storage area provided in the HDD 24. As shown in FIG. 3, the HDD 24 stores a program storage area 241 in which various programs are stored, a word dictionary storage area 242 in which a word dictionary that is referred to during speech recognition processing is stored, and a language model in which a language model is stored. A storage area 243, an output voice storage area 244 in which a conversation sentence output by the speech synthesis process is stored, a conversation voice storage area 245 in which the conversation voice is stored, and an utterance voice storage area in which the conversation voice is partially extracted and stored 246, message memo voice storage area 247 in which the message memo voice is stored, and when the visitor 1 is pre-registered to visit, the visitor identity information of the reserved visitor 1 and the visit person in charge of the visit destination Visitor reservation data storage area 248 that is stored in association with the identity information of the person in charge of visitor, and other storage areas are provided.

  In the program storage area 241, a system program that is a control program for the entire system, a communication program that controls communication control, a screen drawing program for displaying an image on the display 13, a voice with the visitor 1 via the microphone 12 and the speaker 14. A dialogue control program for performing a conversation according to the above, a speech recognition program for specifying a vocabulary included in speech inputted from the microphone 12, a speech synthesis program for creating speech data to be output from the speaker 14, and a microphone 12 Conversation distribution program for controlling distribution of received voice to the person-in-charge terminal 41, conversation recording program for recording voice received from the microphone 12, and recording a specific part of the voice received from the microphone 12 The utterance recording program is stored.

  Further, the word dictionary storage area 242 is provided with a visitor word dictionary storage area 2421 for storing a visitor word dictionary that is a dictionary used for specifying the visitor 1 during speech recognition. . The visitor word dictionary is a dictionary in which visitor identity information is registered as words. Then, by using the visitor word dictionary at the time of speech recognition, it is possible to specify a word that matches the visitor identity information among the words included in the speech.

  The word dictionary storage area 242 is provided with a visitor dictionary storage area 2422 for storing a visitor dictionary, which is a dictionary used to identify the visitor 3 during speech recognition. . The word dictionary for visitor is a dictionary in which visitor identity information is registered as words. Then, by using the visitor dictionary for voice recognition, it is possible to specify a word that matches the visitor identity information among the words included in the speech.

  Details of the information stored in the output audio storage area 244 will be described with reference to FIG. FIG. 4 is a schematic diagram showing details of information stored in the output audio storage area 244. As shown in FIG. 4, the output voice storage area 244 stores a conversation sentence uttered to the visitor 1. In the speech synthesis program, the conversation sentence stored in the output speech storage area 244 is appropriately referred to, converted into speech, and output from the speaker 14. For example, when item 1 is selected, the speaker 14 outputs a voice of an inquiry “Welcome.

  Details of the information stored in the visitor reservation data storage area 248 will be described with reference to FIG. FIG. 5 is a schematic diagram showing an example of visitor reservation data stored in the visitor reservation data storage area 248. As shown in FIG. 5, in the visitor reservation data storage area 248, when visitor reservation is registered in advance for visitor 1, the visitor's identity information of visitor 1 and the visitor's visitor visit information The person-in-charge identification information is associated and stored. In addition, the visit date and time is stored. In the example shown in FIG. 5, the affiliation of visitor 1 (B transportation, C conversion, etc.), name (go, Toshioka, etc.), scheduled visit date and time (April 28, 2008 11:00, April 28, 2008) 15 , Etc.), information on the visitor (Sato, Takahashi, etc.) and the extension number of the visitor (2222, 3333, etc.) are stored.

  A storage area provided in the HDD 54 provided in the person-in-charge terminal 41 will be described with reference to FIG. FIG. 6 is a schematic diagram showing a storage area provided in the HDD 54. As shown in FIG. 6, the HDD 54 is provided with a program storage area 541 in which various programs are stored, an output voice storage area 542 in which a conversation sentence output by the speech synthesis process is stored, and other storage areas. Yes.

  In the program storage area 541, a system program that is a control program for the entire system, a communication program that controls communication, a reception / reproduction program for outputting the sound distributed from the customer reception device 11 from the speaker 43, and an output from the speaker 43 A speech synthesis program for generating voice data to be stored, a visit reservation program for receiving reservation information when a visit of visitor 1 is reserved in advance, and the like are stored.

  Details of the information stored in the output audio storage area 542 will be described with reference to FIG. FIG. 7 is a schematic diagram showing details of information stored in the output audio storage area 542. As shown in FIG. 7, the output voice storage area 542 stores a conversation sentence uttered to the person in charge 3 of visits. In the speech synthesis program, the conversation sentence stored in the output speech storage area 542 is appropriately referred to, converted into speech data, and output from the speaker 43. Here, the portion surrounded by () in FIG. 7 is in a state where an optimum word can be inserted according to the situation. For example, when the conversation sentence of item 3 is selected and “Yamada” is inserted as the person in charge of visit, the speaker 43 outputs a voice of “Mr. Yamada is a customer”.

  Next, various processes executed by the customer acceptance device 11 will be described with reference to the flowcharts of FIGS. 8 to 10 are flowcharts of the customer acceptance process. FIG. 11 is a subroutine flowchart of the absence response process. FIG. 12 is a flowchart of the response process.

  The visitor acceptance process is activated and executed by the CPU 21 when the power of the visitor acceptance device 11 is turned on. The response process is activated and executed by the CPU 21 when a response method type is received from the person-in-charge terminal 41 via a communication line (not shown). The absence response process is called from the visitor reception process. Note that if the reception method type is received from the person-in-charge terminal 41 during the execution of the customer reception process, the customer reception process is interrupted and the reception process is preferentially executed. When the response process is completed, the customer acceptance process resumes from the point of interruption.

  The flag used in each process of the visitor reception device 11 will be described. The reception reception flag is used to indicate that the reception method type has been received from the person-in-charge terminal 41 via a communication line (not shown). Then, “1” is stored when the response method type is received, and “0” is stored when it is not received. Hereinafter, storing “1” in the flag is referred to as “turned on”, and storing “0” is referred to as “turned off”. The reception flag is turned off when the CPU 21 is activated.

  Details of the visitor reception process will be described with reference to FIGS. As shown in FIG. 8, when the customer acceptance process is started, first, the presence or absence of pressing of the button 15 is monitored (S11). Visitor 1 depresses button 15 of visitor reception device 11 when visiting. Then, an intermediary for the visitor 3 is requested. Therefore, in a state where the pressing of the button 15 is not detected (S11: NO), it is determined that the visitor 1 has not visited. Then, the process returns to S11 and the pressing of the button 15 is continuously monitored. When the pressing of the button 15 is detected (S11: YES), it is determined that the visitor 1 has visited and the agent for the visitor 3 has been requested.

  When the depression of the button 15 is detected and the visit of the visitor 1 is confirmed, the voice of the conversation (hereinafter simply referred to as “conversation voice”) between the visitor 1 and the visitor reception device 11 is then performed. The storage process is started (S13). The conversation voice includes a voice uttered by the visitor 1 and a voice output from the visitor reception device 11. The conversation voice input via the microphone 12 is stored in the conversation voice storage area 245 of the HDD 24.

  Next, the output audio storage area 244 of the HDD 24 is referred to. Then, a greeting to the visitor 1 and a conversation sentence (“Welcome. Which way?” (Item 1 in FIG. 4)) for selecting a question of identity are selected. The selected conversational sentence is converted into voice by voice synthesis and output to the visitor 1 via the speaker 14 (S15).

  The visitor 1 to whom the identity question is asked here utters a voice including the company name and name to which the visitor 1 belongs. This voice is stored in the utterance voice storage area 246 of the HDD 24 as a voice (including the visitor identity information) returned in response to the question inquiring about the visitor 1's identity (S16).

  Next, the voice including the visitor identity information stored in the utterance voice storage area 246 is recognized by the voice recognition process (S17). As the word dictionary, a word dictionary for visitors is used. Therefore, when the visitor identity information included in the voice matches the word registered in the visitor word dictionary, speech recognition is possible and the visitor identity information is specified.

  Thereafter, the process of storing the voice in the utterance voice storage area 246 is ended (S19). The stored voice is attached with a tag indicating that it is visitor identity information in order to facilitate retrieval as voice containing visitor identity information (S21).

  Next, as shown in FIG. 9, it is determined whether or not the visitor identity information is specified in the voice recognition process executed in S17 (S23). If the visitor identity information is specified (S23: YES), it is then determined whether or not a visit reservation has been registered in advance by the visitor 1. When the visit reservation is registered in advance by the visitor 1, the visitor reservation data stored in the visitor reservation data storage area 248 of the HDD 24 is added to the visitor 1 visitor's identity information and the visitor 3's visitor identity information. Are stored in association with each other. Therefore, this information is referred to (S25).

  When information that matches the identified visitor identity information is stored in the visitor reservation data (S27: YES), it is determined that the visiting visitor 1 has registered the visit reservation in advance. . Next, the visitor reservation data is referred to, and the visitor identification information corresponding to the specified visitor identification information is acquired (S29). These pieces of information are temporarily stored in the RAM 22 (S47). The visitor identity information and visitor identity information stored in the RAM 22 are used for transmission to the assignee terminal 41 via a communication line (see S59, described later). Then, the process proceeds to S49.

  On the other hand, when the visitor identity information cannot be specified in the voice recognition process (S23: NO), the process proceeds to S31. Even if the visitor identity information is specified (S23: YES), the visitor 1 has not registered the visit reservation in advance if the information matching the visitor reservation data is not stored. The state is determined (S27: NO), and the process proceeds to S31.

  In S31, the conversation voice stored in the conversation voice storage area 245 is transmitted to the person-in-charge terminal 41 via a communication line (not shown) (S31). The transmitted conversational voice is output from the speaker 43 at the person-in-charge terminal 41 (see FIG. 13, described later).

  Next, the output audio storage area 244 of the HDD 24 is referred to. Then, a conversation sentence (“Do you know the person in charge” (item 2 in FIG. 4)) for inquiring about the identity of the person in charge 3 is selected. The selected conversation sentence is converted into voice and output to the visitor 1 (S33).

  Here, the visitor 1 who has been asked a question regarding the visitor 3 utters a voice including the name of the company to which the visitor 3 belongs and the name. This voice is stored in the utterance voice storage area 246 of the HDD 24 as a voice (including the visitor person's identity information) replied to the question inquiring about the person in charge of the visitor 3 (S35). ).

  Next, the voice including the visitor identification information stored in the utterance voice storage area 246 is recognized by the voice recognition process (S37). As the word dictionary, a word dictionary for a visitor is used. Accordingly, when the visitor identification information included in the voice matches the word registered in the visitor word dictionary, voice recognition is possible, and the visitor identification information is specified.

  Thereafter, the process of storing the voice in the utterance voice storage area 246 is terminated (S39). The stored voice is attached with a tag indicating that it is visitor identification information in order to facilitate searching as voice including visitor identification information (S41).

  Next, it is determined whether or not the visitor identification information is specified in the voice recognition process executed in S37 (S43). When the visitor identification information is specified (S43: YES), the specified information (at least one of the visitor identification information and the visitor identification information) is temporarily stored in the RAM 22 ( S45). The information stored in the RAM 22 is used for transmission to the person-in-charge terminal 41 via the communication line (see S59, which will be described later). Then, the process proceeds to S49.

  On the other hand, when the person-in-charge information cannot be recognized in the voice recognition process (S43: NO), the process proceeds to S49.

  In S49, the conversation voice storage process continued from S13 (see FIG. 8) is stopped (S49). Next, it is determined from the person-in-charge terminal 41 whether or not a reception method type which is a signal for specifying a reception method for the visitor 1 is received (S51, see FIG. 10).

  As shown in FIG. 10, the reception method type is determined based on the reception reception flag (see FIG. 12, which will be described later). If the reception reception flag is OFF and the reception method has not been received (S51: NO), then the visitor 1 is informed of the visit of the visitor 1, the execution of the conversation with the visitor 1, and the end of the conversation. It is determined whether or not information (conversation end notification) for notification is transmitted to the person-in-charge terminal 41 (S53). If it has not been transmitted yet (S53: NO), a conversation end notification is transmitted to the person-in-charge terminal 41 via a communication line (not shown) (S59). In the conversation end notification, information specified by the voice recognition process (visitor identity information, visitor identity information) and information on whether or not visitor 1 has made a reservation registration in advance (reservation presence / absence information) Is added. Information stored in the RAM 22 is used as the visitor identity information and visitor identity information to be added.

  Next, the output audio storage area 244 of the HDD 24 is referred to. Then, a conversation sentence (“Please wait for a while as the person in charge is called”) (item 4 in FIG. 4) for notifying the visitor 1 of the waiting request is selected. The selected conversation sentence is converted into voice and output to the visitor 1 (S61). Then, returning to S51, the reception reception flag is monitored, and it is determined whether the reception reception notification is continuously received.

  On the other hand, when the reception flag is ON and the conversation end notification has already been transmitted to the person-in-charge terminal 41 (S53: YES), it is not necessary to repeatedly transmit the conversation end notification, so the process goes to S51. Returning, the reception flag is monitored, and it is determined whether or not a reception notification has been received continuously.

  When the reception flag is ON and the reception method type is received from the person-in-charge terminal 41 (S51: YES), the reception process based on the received reception method type is executed. Here, as a response method, “Responder” (when visitor 3 makes a notice to respond to visitor 1) and “Non-responder” (notice that visitor 3 is absent) There is a possibility of receiving two types.

  When the received response method is “response” (S63: YES), the output audio storage area 244 of the HDD 24 is referred to. Then, a conversation sentence ("Please wait for the person in charge will be there for a while" (item 3 in FIG. 4)) for notifying the visitor that the prospective visitor will respond immediately is selected. The selected conversational sentence is converted into voice and output to the visitor 1 (S65). And it returns to S11 (refer FIG. 8), and the above-mentioned process is repeated.

  If the received answering method is “absence answering” (S63: NO), a notification is made that the person in charge 3 to answer the visitor 1 is absent, and processing for leaving a message memo (absence answering) Process) is executed (S67).

  The absence response process will be described with reference to FIG. As shown in FIG. 11, in the absence response process, first, storage of the voice uttered by the visitor 1 is started (S71). The voice is stored in the message memo voice storage area 247 of the HDD 24. Next, the stored voice is transmitted to the person-in-charge terminal 41 (S73). The transmitted voice is output to the person in charge 3 from the person-in-charge terminal 41.

  Next, the output audio storage area 244 of the HDD 24 is referred to. Then, it informs the visitor 3 that he / she is absent and prompts the visitor to leave a message memo (“The person in charge is out. Do you leave a message?” (Figure 4 item 5)) is selected. The selected conversation sentence is converted into voice and output to the visitor 1 (S74).

  Next, the selection of whether or not to leave a message memo is performed by the visitor 1 via the button 15. If it is selected to leave a message memo (S77: YES), the output voice storage area 244 of the HDD 24 is referred to, and a conversation message ("Message please." (Item 6 in FIG. 4) notifying the recording start of the message memo. )) Is selected. The selected conversation sentence is converted into voice and output to the visitor 1 (S79).

  Next, a timer for monitoring the timeout of the message memo storage is set (S81) and started (S83). When the utterance of the message memo voice by the visitor 1 is completed and it is determined that the set timer has expired and the predetermined time has elapsed, the output voice storage area 244 of the HDD 24 is referred to, and the message memo has been deposited. Is selected ("Acknowledged. Thank you very much" (item 7 in FIG. 4)). The selected conversation sentence is converted into voice and output to the visitor 1 (S85). Then, the process proceeds to S89.

  On the other hand, if the visitor 1 selects not to leave a message memo (S77: NO), the output audio storage area 244 of the HDD 24 is referred to. Then, a conversation sentence (“I'm sorry” (item 8 in FIG. 4)) for notifying the end of the agency process for the visitor is selected. The selected conversational sentence is converted into voice and output to the visitor 1 (S87). Then, the process proceeds to S89.

  In S89, the voice transmission process started in S73 to the person-in-charge terminal 41 is ended (S89), and then the voice storage process started in S71 is ended (S91). And it returns to a visitor reception process (refer FIG. 10). As shown in FIG. 10, when the absence response process (S67) ends, the process returns to S11 (see FIG. 8) and the above-described process is repeated.

  Next, the response process will be described with reference to FIG. In the response process, when the response method type transmitted from the person-in-charge terminal 41 is received, an audio response process corresponding to the response method type is executed.

  As shown in FIG. 12, when the response method type transmitted from the person-in-charge terminal 41 is received and the response process is started, first, the received response method type is temporarily stored in the RAM 22 (S119). Next, a reception reception flag is turned ON to indicate that the reception method type has been received (S120). Next, it is determined whether or not the conversation voice transmission process is being executed, which is started in S31 (see FIG. 9) in the customer acceptance process (S121). If the conversation voice is being transmitted (S121: YES), the person in charge 41 has already performed an input operation of the reception method from the person in charge of visit 3, and there is no need to continue transmitting the conversation voice. To be judged. Then, the ongoing conversational voice transmission process is stopped (S123). Then, the response process is terminated. On the other hand, if the conversation voice transmission process is not executed (S121: NO), the response process is terminated without performing any special process.

  As described above, the visitor reception device 11 recognizes the voice of the visitor 1 and identifies visitor identity information and visitor identity information. When voice recognition is not possible, or when the identified visitor 1 has not made a visit reservation registration in advance, a conversation voice between the visitor 1 and the visitor reception device 11 is sent to the person-in-charge terminal 41. In response, the data is output from the person-in-charge terminal 41. Thereby, even if the identity of the visitor 1 is unknown, the person in charge 3 can identify the visitor 1. Further, if the visitor 1 has not made a visit reservation registration in advance, it is possible to notify the person-in-charge terminal 41 to that effect.

  In addition, since the guidance voice is output to the visitor 1 according to the type of response method received from the person-in-charge terminal 41, the person in charge 3 does not directly meet the visitor 1 but responds to the visitor 1. Can be notified.

  Further, when the response method type received from the person-in-charge terminal 41 is “absence response”, the message utterance voice from the visitor 1 and the voices uttered by the visitor 1 before and after are stored. Transmit to the terminal 41. Thereby, the person in charge 3 can recognize in detail the state of the visitor when the absence response is notified.

  Next, each process executed in the person-in-charge terminal 41 will be described with reference to the flowcharts of FIGS. FIG. 13 is a flowchart of the conversation output process. 14 and 15 are flowcharts of the visit notification process. FIG. 16 is a flowchart of the playback button pressing process. FIG. 17 is a flowchart of the response button pressing process.

  The conversation output process is activated and executed by the CPU 51 when the conversation voice transmitted from the customer acceptance device 11 is received. The visit notification process is activated and executed by the CPU 51 when a conversation end notification is received from the customer acceptance device 11. The playback button pressing process is started and executed by the CPU 51 when the playback button 44A is pressed by the visitor 3. The response button pressing process is activated and executed by the CPU 51 when the response button 44B is pressed by the person in charge of visit 3.

  The flag used in each process of the person-in-charge terminal 41 will be described. The conversation reception flag is used to indicate that conversation voice is being received. Then, “1” is stored when receiving, and “0” is stored when not receiving. The response button flag is used to indicate that the response button 44B has been pressed. In the initial state, “0” is stored, and “1” is stored when pressed. The reception transmission flag is used to indicate whether or not a reception method type has been transmitted to the customer acceptance device 11. Then, “1” is stored when it is transmitted, and “0” is stored when it is not transmitted. Hereinafter, storing the flag “1” is referred to as “turned on”, and storing “0” is referred to as “turned off”. These flags are turned off at the start of each process.

  In the CPU 51, priorities are set in advance for the conversation output process, the visit notification process, the playback button pressing process, and the reception button pressing process. If the start timing of another process arrives while any process is being executed, the process with the higher priority is prioritized and executed. If the start timing of a process with a high priority arrives during execution of a process with a low priority, the process with a low priority is interrupted and the process with a high priority is executed with priority. Then, after the high priority processing is completed, the suspended processing is resumed from the point of interruption.

  The conversation output process will be described with reference to FIG. When the conversation voice transmitted from the customer acceptance device 11 is detected, as shown in FIG. 13, first, a conversation reception flag which is a flag indicating that conversation voice is being received is turned on (S140). Next, an alert sound is output through the speaker 43 in order to notify the visitor 3 of the start of conversation voice transmission (S141). Then, the conversation voice being received is output to the visitor 3 (S143).

  Next, the reception end timing of the conversation voice is monitored (S145). When the transmission of the conversation voice from the customer acceptance device 11 is terminated, it is necessary to terminate the output of the conversation voice on the person-in-charge terminal 41 side. Therefore, when the end of the conversation voice being received is detected (S145: YES), the process proceeds to S153 in order to end the conversation voice output process.

  On the other hand, when the conversation voice is continuously received (S145: NO), the pressing of the reception button 44B is monitored (S149: NO). When the person in charge 3 presses the reception button 44B, the reception button flag is turned ON (see FIG. 17). Therefore, when it is determined that the response button flag is turned on and the response button 44B is pressed (S149: YES), the response method type, which is information including the response method (either “response” or “absence response”), is the customer. It is transmitted to the accepting device 11 (S151). Then, the reception transmission flag is turned ON to indicate that the reception method type has been transmitted (S152). Then, the process proceeds to S153.

  In a state where the response button 44B is not pressed (S149: NO), the process returns to S145, and the monitoring of the reception end of the conversation voice and the monitoring of the response button 44B are continuously executed.

  When the response method type is transmitted, since the response method has already been selected by the visitor 3, it is determined that it is no longer necessary to continuously output the conversation voice to the visitor 3. Then, the conversation voice being output from the speaker 43 is stopped (S153). Then, the conversation reception flag is turned off (S154), and the conversation output process ends.

  With reference to FIG. 14 and FIG. 15, the visit notification process will be described. When visitor identification information, visitor identification information, and reservation presence / absence information are received together with the conversation end notification from the visitor reception device 11, as shown in FIG. It is determined whether it has already been transmitted to the accepting device 11 (S173). If the reception transmission flag is ON and transmission processing of the reception method type has been performed (S173: YES), it is determined that an instruction on the reception method has already been given to the visitor 1. In this case, since it is not necessary to notify the visit person in charge 3, this processing is terminated.

  If the reception transmission flag is OFF and the reception method type has not yet been transmitted (S173: NO), it is then determined whether the conversation reception voice is being received from the customer acceptance device 11 ( S181). If it is determined that the conversation reception flag is ON and conversation voice is being received (S181: YES), the process returns to S173, and the reception method type transmission monitoring and conversation voice reception end monitoring are continuously executed. Is done.

  When the conversation voice output process is completed in a state where the pressing of the response button 44B is not detected (S181: NO), the response button 44B is pressed in order to promptly select and input the response method for the visitor 1. There is a need to prompt. In such a case, an alarm sound is first output from the speaker 43 in order to prompt the person in charge 3 to press the reception button 44B (S183).

  Next, the visitor identity information, visitor identity information, and reservation presence / absence information received together with the conversation end notification are referred to. Then, a process for identifying the person in charge 3 and selecting a response method (pressing the response button 44B) is executed.

  In the voice recognition processing (S17 (see FIG. 8), S37 (see FIG. 9)) executed by the visitor reception device 11, both the visitor identity information and the visitor identity information are identified and recognized. When the visitor 1 specified by the visitor identity information has registered the visit reservation in advance (S185: YES), the visit person in charge 3 is directly identified and the visitor 1 visits by voice. Notice.

  Specifically, the output audio storage area 542 of the HDD 54 is referred to. Then, the conversation sentence “(visitor) is the customer. Appointment (visitor)” (item 1 in FIG. 7) is selected. Next, the name of the visitor 3 specified by the received visitor identity information is inserted into the (visitor) part. Further, the name of the visitor 1 specified by the received visitor identity information is inserted into the (visitor) part. Then, the conversation sentence inserted in the (visiting person in charge) and (visiting person) parts is synthesized with speech, converted into speech, and output from the speaker 43 (S187). Then, the process proceeds to S199 (see FIG. 15).

  On the other hand, in the voice recognition processing (S17 (see FIG. 8) and S37 (see FIG. 9)) executed by the customer acceptance device 11, both the visitor identity information and the visitor identity information are specified. When the visitor 1 specified by the visitor identity information is in a state in which the advance visit reservation is not registered (S185: NO, 189: YES), the visit person in charge 3 is directly identified and the visit reservation Notify the visitor 1 who has not visited.

  Specifically, the output audio storage area 542 of the HDD 54 is referred to. Then, the conversation sentence of “(visitor) is a customer. (Visitor)” (item 2 in FIG. 7) is selected. Next, the name of the visitor 3 specified by the received visitor identity information is inserted into the (visitor) part. Further, the name of the visitor 1 specified by the received visitor identity information is inserted into the (visitor) part. Then, the conversation sentence inserted in the (visit person in charge) and (visitor) portions is converted into speech and output (S191). Then, the process proceeds to S199 (see FIG. 15).

  On the other hand, when only the visitor identification information is specified in the voice recognition processing (S17 (see FIG. 8), S37 (see FIG. 9)) executed by the customer acceptance device 11, (S189: NO, S193: YES) ), The person in charge 3 is directly identified, and the visitor 1 with an unidentified visit is notified.

  Specifically, the output audio storage area 542 of the HDD 54 is referred to. Then, the conversation sentence “(visitor) is the customer” (item 3 in FIG. 7) is selected. Next, the name of the visitor 3 specified by the received visitor identity information is inserted into the (visitor) part. Then, the conversation sentence inserted in (visit person in charge) is converted into voice and output (S195). Then, the process proceeds to S199 (see FIG. 15).

  On the other hand, when none of the above-mentioned conditions is satisfied (S185: NO, S189: NO, S193: NO), the voice recognition processing (S17 (see FIG. 8)), S37 ( In FIG. 9)), it is determined that neither the visitor identity information nor the visitor identity information could be specified. In such a case, it is notified that an unidentified visitor 1 has visited.

  Specifically, the output audio storage area 542 of the HDD 54 is referred to. Then, the conversation sentence “Customer” (item 4 in FIG. 7) is selected. Then, the selected conversation sentence is synthesized with speech, converted into speech, and output (S197). Then, the process proceeds to S199 (see FIG. 15).

  Next, as shown in FIG. 15, a voice output process for prompting selection of a reception method (pressing of the reception button 44B) is performed. The output voice storage area 542 of the HDD 54 is referred to, and the conversation sentence “Please select a response method” (item 5 in FIG. 7) is selected. Then, the selected conversation sentence is converted into voice and output (S199).

  Next, a timer for monitoring the pressing of the response button 44B is set (S201). In this state, the pressing of the response button 44B is monitored (S203). When it is determined that the response button flag is turned on and the response button 44B is pressed (S203: YES), the selected response method type (either “response” or “absence response”) is displayed in the customer reception device 11. It is transmitted to (S205). Then, the reception transmission flag is turned ON to indicate that the reception method type has been transmitted (S206). Then, the visit notification process is terminated.

  On the other hand, if it is determined that the response button flag is OFF and the response button 44B is not pressed (S203: NO), the timer set in S201 is checked and whether or not a predetermined time has elapsed. Is determined (S207). If the predetermined time has not elapsed (S207: NO), the process returns to S203, and the response button flag is continuously monitored. If the predetermined time has elapsed (S207: YES), it means that there is no person to respond to the visitor 1, and therefore, the response method type of “absent response” is transmitted to the customer reception device 11 (S209). ). Then, the reception transmission flag is turned ON to indicate that the reception method type has been transmitted (S206), and the visit notification process is terminated.

  The playback button pressing process will be described with reference to FIG. In the playback button pressing process, when the playback button 44A is pressed, a process for outputting the voice of the visitor 1 stored in the visitor reception device 11 from the speaker 43 is executed. As a sound to be output, a sound with a tag stored in the utterance sound storage area 246 in the HDD 24 of the customer acceptance device 11 is used. By directly outputting the voice uttered by the visitor 1, the visitor 1 can be easily identified.

  The play button pressing process is not started by the CPU 51 unless a conversation end notification is received from the customer acceptance device 11 and the visit notification process (see FIG. 14) is started. In a state where the conversation end notification has not been received, there is a possibility that the tagged speech is not stored in the utterance speech storage area 246 in the HDD 24 of the customer acceptance device 11. In this state, the speech to be output from the speaker 43 is not present. This is because it does not exist yet.

  As shown in FIG. 16, when the playback button 44A is pressed and the playback button pressing process is started, first, the type of the pressed playback button 44A is specified. When “Visitor” is selected and the playback button 44A is pressed (S223: YES), the utterance voice storage area 246 in the HDD 24 of the customer acceptance device 11 is referred to. Then, a voice with a tag indicating that it is visitor identity information is acquired. The acquired voice is output from the speaker 43 as the voice of the visitor 1 including the visitor identity information (S225). Then, the playback button pressing process ends.

  On the other hand, when the “visit person” is selected and the playback button 44A is pressed (S223: NO, S227: YES), the utterance voice storage area 246 in the HDD 24 of the visitor reception device 11 is referred to. Then, a voice with a tag indicating that it is the visitor identification information is acquired. The acquired voice is output from the speaker 43 as the voice of the visitor 1 including visitor identification information (S229). Then, the playback button pressing process ends.

  On the other hand, if the pressed button is not one of the above buttons, the playback button pressing process ends as it is (S227: NO).

  The response button pressing process will be described with reference to FIG. As shown in FIG. 17, when the response button pressing process is started, first, the type of the pressed response button 44B is specified (S241). If the selected response type is “response” (S243: YES), the response button flag is turned ON, and “response” is temporarily stored in the RAM 52 as type information (S245). Then, the response button pressing process ends.

  On the other hand, when the selected response type is “absence response” (S243: NO, S247: YES). The response button flag is turned ON, and the fact that “absence correspondence” is selected is temporarily stored in the RAM 52 (S249). Then, the response button pressing process ends.

  On the other hand, if the selected response type is none of the above (S247: NO), the response button pressing process is terminated without performing any special processing.

  As described above, the person-in-charge terminal 41 outputs the received voice to the person in charge 3 when the conversation voice is received from the visitor reception device 11. Since the voice of the direct visitor 1 can be heard by the visitor 3, the visitor 3 can easily identify the visitor 1. The type of reception method received at the person-in-charge terminal 41 is transmitted to the customer reception device 11. Thereby, the customer reception device 11 can respond according to the type.

  Further, depending on the result of the voice recognition processing executed by the visitor reception apparatus 11 and whether or not the visitor 1 has previously registered the visit reservation, the voice to be output to the visitor 3 is made different. Therefore, the person in charge 3 can be identified and the visit notification can be surely performed.

  2 corresponds to the “output unit” of the present invention, the microphone 12 corresponds to the “input unit” of the present invention, and the CPU 21 that performs the processing of S17 in FIG. 8 and S37 in FIG. It corresponds to the “voice recognition unit” of the invention, and the process of S37 corresponds to the “voice recognition step” of the invention. The CPU 21 that performs the processing of S27 and S29 in FIG. 9 corresponds to the “person in charge specifying means” of the present invention, the processing of S27 and S29 corresponds to the “person in charge specifying step” of the present invention, and the CPU 21 that performs the processing of S59. Corresponds to the “visit notification transmission means” of the present invention, and the processing of S59 corresponds to the “visit notification transmission step” of the present invention. The conversation voice storage area 245 of the HDD 24 in FIG. 2 corresponds to the “voice information storage means” of the present invention, and the voice information stored in the conversation voice storage area 245 of the HDD 24 in S31 of FIG. The CPU 21 that performs the process of transmitting to the voice corresponds to the “voice information transmitting means” of the present invention, and transmits the voice information stored in the conversation voice storage area 245 of the HDD 24 to the person-in-charge terminal 41 in S31. This process corresponds to the “voice information transmission step” of the present invention.

  Further, the visitor reservation data storage area 248 of FIG. 6 corresponds to the “person in charge storage means” of the present invention, and the visitor reservation data corresponds to the “person in charge database” of the present invention. The word dictionary storage area 242 in FIG. 3 corresponds to the “word dictionary storage means” of the present invention. In S59 of FIG. 9, when the information cannot be specified by the voice recognition processing, and when the visit reservation is not registered When the visitor identity information of the person 1 is specified, the CPU 21 that performs the process of notifying the conversation end corresponds to the “unknown visit notice transmitting means” of the present invention, receives the response method type, and displays S119 in FIG. The CPU 21 that performs the process of storing the response method type in the RAM 22 corresponds to the “response method acquisition means” of the present invention, and the CPU 21 that performs the processes of S65 of FIG. 10, S79, and S87 of FIG. This corresponds to “output control means”.

  In addition, this invention is not limited to the said embodiment, A various change is possible.

  In the above-described embodiment, as shown in FIG. 15, the person-in-charge terminal 41 sets the “absence response” when a predetermined time elapses after the visitor person 3 is requested to input the reception method. The response method type is transmitted to the customer acceptance device 11. However, the present invention is not limited to this. Therefore, for example, the person-in-charge terminal 41 transmits the elapsed time since the request for input of the reception method is made to the customer reception device 11, and the customer reception device 11 receives the elapsed time when the predetermined time has elapsed. In addition, it may be configured to output a voice for performing absence correspondence to the visitor 1. In this case, the CPU 21 that performs the process of acquiring the elapsed time corresponds to the “time acquisition unit” of the present invention.

2 is a schematic diagram illustrating a physical configuration of a customer reception device 11 and a person-in-charge terminal 41 that constitute a customer reception system 100. It is a schematic diagram which shows the electrical structure of the visitor reception apparatus 11 and the person in charge terminal 41. 3 is a schematic diagram showing a storage area provided in the HDD 24. FIG. 5 is a schematic diagram showing details of information stored in an output audio storage area 244. FIG. A model showing an example of visitor reservation data stored in the visitor reservation data storage area 248 3 is a schematic diagram showing a storage area provided in the HDD 54. FIG. 5 is a schematic diagram showing details of information stored in an output audio storage area 542. FIG. FIG. It is a flowchart of a visitor reception process. It is a flowchart of a visitor reception process. It is a flowchart of a visitor reception process. It is a subroutine flowchart of an absence response process. It is a flowchart of a reception process. It is a flowchart of a conversation output process. It is a flowchart of a visit notification process. It is a flowchart of a visit notification process. It is a flowchart of a reproduction button press process. It is a flowchart of a reception button pressing process.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Visitor 3 Visitor person 11 Visitor reception apparatus 11 Visitor reception apparatus 12 Microphone 14 Speaker 21 CPU
41 Person in charge terminal 44A Play button 44B Answer button 242 Word dictionary storage area 244 Output voice storage area 245 Conversation voice storage area 246 Speech voice storage area 247 Message memo voice storage area

Claims (9)

A guest reception device that recognizes a voice uttered by a visitor and notifies a visitor terminal that is a terminal that can be notified to a person in charge of the visitor,
Output means capable of outputting the conversation information stored in the conversation storage means for the visitor;
Input means for inputting speech voice information of a voice uttered by the visitor with respect to the conversation information output by the output means;
Voice information storage means for storing the conversation information output by the output means and the utterance voice information input from the input means in association with each other;
Voice recognition means for recognizing the utterance voice information input by the input means;
Based on the voice recognition information voice-recognized by the voice recognition means, referring to a person-in-charge database stored in the person-in-charge storage means, a person-in-charge identification means for identifying a person in charge who responds to the visitor,
Visit notification transmission means for transmitting visit notification information, which is information for notifying the visit of the visitor, to the person-in-charge terminal;
A customer reception device comprising: voice information transmitting means for transmitting the conversation information and the utterance voice information stored in the voice information storage means to the person-in-charge terminal. Comprising a word dictionary storage means for storing a word dictionary based on the visitor identity information, which is information relating to the visitor identity,
When the speech recognition means cannot recognize the speech information by referring to the word dictionary stored in the word dictionary storage means,
The voice information transmitting means includes
The visitor reception apparatus according to claim 1, wherein the conversation information and the utterance voice information stored in the voice information storage unit are transmitted to the person-in-charge terminal.   Unknown visit notification information, which is information for notifying the visitor of the visitor whose response person is unknown when the person in charge cannot be identified in the person-in-charge specifying means. The visitor reception device according to claim 1, further comprising: an unknown visit notification transmission unit that transmits the information to the person-in-charge terminal. From the person-in-charge terminal, reception method acquisition means for acquiring reception method information that is information for specifying the reception method for the visitor;
Based on the response method specified by the response method information acquired by the response method acquisition means, conversation information for responding to the visitor is selected from the conversation storage means and output from the output means. The customer reception device according to any one of claims 1 to 3, further comprising a reception output control means. When the response method specified by the response method information acquired by the response method acquisition means is an absence response that refuses to meet with the visitor,
The response output control means includes:
The conversation information for performing the absence response is selected from the conversation storage means and output from the output means,
The voice information transmitting means includes
The visitor reception apparatus according to claim 4, wherein the conversation information and the utterance voice information stored in the voice information storage means are transmitted to the person-in-charge terminal. A time acquisition means for receiving an elapsed time since notification that the visitor has visited the person in charge from the person-in-charge terminal;
The response output control means includes:
When the elapsed time acquired by the time acquisition means becomes a predetermined time or more, the conversation information for performing the absence response is selected from the conversation storage means and output from the output means. The customer acceptance device according to claim 4, wherein   7. A person-in-charge terminal that notifies the person in charge of responding to the visitor when used with the customer acceptance device according to any one of claims 1 to 6. A visitor reception method for recognizing a voice uttered by a visitor and notifying a visitor terminal, which is a terminal capable of notifying a person in charge of responding to the visitor,
Output means capable of outputting the conversation information stored in the conversation storage means for the visitor;
Input means for inputting speech voice information of a voice uttered by the visitor with respect to the conversation information output by the output means;
Voice information storage means for storing the conversation information output by the output means and the utterance voice information input from the input means in association with each other;
A speech recognition step for recognizing the speech information input by the input means;
Based on the voice recognition information voice-recognized by the voice recognition step, referring to a person-in-charge database stored in the person-in-charge storage means, a person-in-charge identification step for identifying a person in charge who responds to the visitor;
A visit notification sending step for sending visit notice information, which is information for notifying the visitor's visit to the person in charge identified in the person-in-charge identification step, to the person-in-charge terminal;
A customer reception method comprising: a voice information transmission step of transmitting the conversation information and the utterance voice information stored in the voice information storage means to the person-in-charge terminal.   A visitor reception program for causing a computer to function as various processing means of the visitor reception device according to any one of claims 1 to 6.

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