CUSTOMER SERVICE MONITORING DEVICE, CUSTOMER SERVICE MONITORING SYSTEM, AND CUSTOMER SERVICE MONITORING METHOD

• Main Authors: FUJII RYOTA, FUKUDA TEPPEI, TSUJI TOSHITSUGU, HAYASHI HIROAKI
• Format: Patent
• Language: English; Japanese
• Published: 08.02.2018
• Subjects: ACOUSTICS; CALCULATING; COMPUTING; COUNTING; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES; IMAGE DATA PROCESSING OR GENERATION, IN GENERAL; MUSICAL INSTRUMENTS; PHYSICS; SPEECH ANALYSIS OR SYNTHESIS; SPEECH OR AUDIO CODING OR DECODING; SPEECH OR VOICE PROCESSING; SPEECH RECOGNITION; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR

PROBLEM TO BE SOLVED: To provide a customer service monitoring device capable of improving a judgement precision of the customer service.SOLUTION: A customer service monitoring device obtains sound data relating to the sound collected by a sound collection device for collecting the sound of a target area partitioned into a plurality of grids, generates dwell information of a person including the person in charge of the customer service or a guest and generating dwell information of the person in charge of the customer service and a customer service determination part, and includes a customer service determination part for determining that the person in charge of the customer service provides the customer service in the same grid when the person in charge of the customer service and the guest dwell during a first predetermined time and the speech is detected during a predetermined period or more based on the dwell information of the person, the dwell information of the person in charge of the customer service, and a detection result of the speech.SELECTED DRAWING: Figure 1 【課題】接客の判定精度を向上できる接客モニタリング装置を提供する。【解決手段】接客モニタリング装置は、複数のグリッドに区分される対象エリアの音声を収音する収音装置により収音された音声に係る音声データを取得し、前記対象エリアの画像を撮像する撮像装置により撮像された画像に係る画像データを通信部と、接客者又は客を含む人物の滞留情報を生成し、接客者の滞留情報を生成する滞留情報生成部と、人物の滞留情報、接客者の滞留情報、及び発話の検出結果を基に、同一のグリッドに接客者と客とが第１の所定時間滞留し、且つ、同一のグリッドにおいて第２の所定時間以上発話が検出された場合、前記同一のグリッドにおいて接客者が接客していると判定する接客判定部と、を備える。【選択図】図１