阅读说明：本技术 交流管理装置 (Traffic management device ) 是由 挂村笃 于 2020-05-27 设计创作，主要内容包括：课题在于,提供使用语音及文本对多人的用户间的信息传达进行支援的交流管理装置。解决手段在于,实施方式的交流管理装置生成用于将文本形式的联系内容的一部分或者全部加入至构成联系信息的字符串中的字符串按钮信息。向被输入了针对联系目标的用户的联系信息的第二终端发送字符串按钮信息,接收通过针对第二终端中的字符串按钮信息的选择操作而制作的文本形式的联系信息。生成联系信息的合成语音数据,将该合成语音数据向多个各用户的第三终端广播分发。联系内容、联系信息、以及从第三终端接收的用户的发言语音识别结果事先按照时间序列作为交流履历加以积蓄,进行分发控制以使各终端中交流履历被同步显示。(The problem is to provide a communication management device for supporting information transmission among users of a plurality of persons by using voice and text. The solution is that the communication management device of the embodiment generates character string button information for adding part or all of the contact content in text form to the character string constituting the contact information. The method includes transmitting character string button information to a second terminal to which contact information for a user of a contact target is input, and receiving contact information in a text form created by a selection operation for the character string button information in the second terminal. And generating synthetic voice data of the contact information, and broadcasting and distributing the synthetic voice data to third terminals of a plurality of users. The contact content, the contact information, and the speech recognition result of the user received from the third terminal are stored in advance as communication histories in time series, and distribution control is performed so that the communication histories are displayed in synchronization in the terminals.)

1. A communication management apparatus connected via a network to a first terminal that inputs contact content in text form using a manual input mechanism, a second terminal that inputs contact information to a contact destination based on the contact content, and a plurality of third terminals that are carried by users of the respective contact destinations and output the contact information in voice,

the traffic management device is characterized by comprising:

an instruction support unit that generates character string button information for adding a part or all of the contact content in text form received from the first terminal to a character string constituting the contact information;

a first control unit that transmits the character string button information to the second terminal and receives the contact information in a text format created by a selection operation for the character string button information displayed on a contact information input screen of the second terminal;

a voice synthesis unit that generates synthesized voice data of the received contact information;

a second control unit configured to broadcast and distribute the synthesized speech data of the contact information to a plurality of third terminals; and

and a third control unit configured to accumulate the contact content, the contact information, and a speech recognition result obtained by performing speech recognition processing on user speech data for the contact information received from the third terminal as communication histories in time series, and to perform distribution control so that the communication histories are displayed in synchronization in the terminals.

2. The alternating current management device of claim 1,

pre-registered with preset information including names of contact target users and idioms constituting contact information,

the instruction support unit generates preset character string button information for adding the name and idiom of the user to a character string constituting the contact information, based on the preset information,

the first control unit transmits the character string button information and the preset character string button information to the second terminal, and receives the contact information in a text format created by a selection operation for the character string button information and the preset character string button information displayed in a contact information input screen of the second terminal.

3. The alternating current management apparatus according to claim 1 or 2,

the contact content in textual form comprises a plurality of different contact contents,

the instruction support unit generates a plurality of pieces of the character string button information for each of a plurality of different contact contents.

4. An alternating current management apparatus according to any one of claims 1 to 3,

the instruction support unit extracts a plurality of keywords from the contact content in text form, and generates character string button information for each keyword.

5. A program executed by a computer connected via a network to a first terminal which inputs contact contents in a text form using a manual input mechanism, a second terminal which inputs contact information to a contact destination based on the contact contents, and a plurality of third terminals which are carried by users of the respective contact destinations and output the contact information in voice,

the program is characterized by causing the computer to realize:

a first function of generating character string button information for adding a part or all of the contact contents in text form received from the first terminal to a character string constituting the contact information;

a second function of transmitting the character string button information to the second terminal and receiving the contact information in a text format created by a selection operation for the character string button information displayed on a contact information input screen of the second terminal;

a third function of generating synthetic voice data of the received contact information;

a fourth function of broadcasting and distributing the synthesized voice data of the contact information to a plurality of third terminals; and

and a fifth function of accumulating the contact content, the contact information, and a speech recognition result obtained by performing speech recognition processing on the user utterance speech data for the contact information received from the third terminal as a communication history in time series, and performing distribution control so that the communication histories are displayed in synchronization in the respective terminals.

6. An AC management device for performing AC between a plurality of terminals connected via a network,

the plurality of terminals are for contacting from a first terminal to a plurality of other terminals,

the traffic management device comprises:

a first control unit that receives contact content in a text format that contacts a first terminal;

a speech synthesis unit that generates synthesized speech data of a part or all of the received contact content; and

and a second control unit configured to broadcast and distribute the synthesized speech data to a plurality of other terminals.

7. The ac management device according to claim 6, further comprising:

an instruction support unit for generating character string button information for adding a part or all of the received contact content in text form to the contact information to a plurality of other terminals,

the first control unit transmits the character string button information to the first terminal, receives the contact information in a text format created by a selection operation for the character string button information from the first terminal,

the voice synthesis unit generates synthesized voice data of the contact information received from the first terminal.

8. The alternating current management apparatus of claim 7,

pre-registered with preset information including user names of a plurality of other terminals of a contact destination and idioms constituting the contact information,

the instruction support unit generates preset character string button information for adding the user name and the idiom to a character string constituting the contact information, based on the preset information,

the first control unit transmits the character string button information and the preset character string button information to a first terminal, and receives the contact information in a text format created by a button selection operation corresponding to each button information in the first terminal.

9. The alternating current management apparatus according to claim 7 or 8,

the contact content in textual form comprises a plurality of different contact contents,

the instruction support unit generates a plurality of pieces of the character string button information for each of a plurality of different contact contents.

10. An alternating current management apparatus according to any one of claims 7 to 9,

the instruction support unit extracts a plurality of keywords from the contact content in text form, and generates character string button information for each keyword.

11. An alternating current management apparatus according to any one of claims 6 to 10, further comprising:

and a third control unit that accumulates responses to the contact from the plurality of other terminals in time series as communication histories, and performs distribution control such that the communication histories are displayed in synchronization with each other in the first terminal and the plurality of other terminals.

Technical Field

Embodiments of the present invention relate to a technique for supporting communication (agreement, willingness communication, and the like) using voice and text.

Background

An example of the voice communication is a transceiver (transceiver). The transceiver is a wireless device having both a radio wave transmission function and a radio wave reception function, and a user of 1 person can communicate with a user of a plurality of persons (one-way or two-way information transmission). Examples of applications of the transceiver include a construction site, a meeting place, a hotel, and the like. In addition, a taxi radio can be exemplified as an example of the transceiver application.

Documents of the prior art

Patent document

Patent document 1 Japanese patent laid-open publication No. 2018-7005

Disclosure of Invention

Problems to be solved by the invention

An object is to provide an interactive device for supporting information transmission such as agreement and communication of will by a plurality of users using voice and text.

Means for solving the problems

The communication management apparatus of an embodiment is connected to a first terminal that inputs contact content in a text form using a manual input means, a second terminal that inputs contact information to a contact destination based on the contact content, and a plurality of third terminals that are carried by users of the respective contact destinations and output the contact information in voice via a network. The traffic management device comprises: an instruction support unit that generates character string button information for adding a part or all of the contact content in text form received from the first terminal to a character string constituting the contact information; a first control unit that transmits the character string button information to the second terminal and receives the contact information in a text format created by a selection operation for the character string button information displayed on a contact information input screen of the second terminal; a voice synthesis unit that generates synthesized voice data of the received contact information; a second control unit configured to broadcast and distribute the synthesized speech data of the contact information to a plurality of third terminals; and a third control unit configured to accumulate the contact content, the contact information, and a speech recognition result obtained by performing speech recognition processing on user speech data for the contact information received from the third terminal as communication histories in time series, and to perform distribution control so that the communication histories are displayed in synchronization in the terminals.

Drawings

Fig. 1 is a network configuration diagram of an ac system according to a first embodiment.

Fig. 2 is a block diagram of the ac management device according to the first embodiment.

Fig. 3 is a block diagram of the mobile communication terminal according to the first embodiment.

Fig. 4 is a diagram showing an example of various information of the first embodiment.

Fig. 5 is a diagram showing an example of the communication history (log) information according to the first embodiment.

Fig. 6 is a diagram showing an example of a screen displayed on the terminal of the client and the mobile communication terminal of the service manager in the first embodiment.

Fig. 7 is an example of a screen displayed on a mobile communication terminal of a worker (worker) according to the first embodiment.

Fig. 8 is a diagram showing another example of a screen displayed on the terminal of the service manager according to the first embodiment.

Fig. 9 is a diagram showing a process flow of the communication system according to the first embodiment.

Detailed Description

(first embodiment)

Fig. 1 to 9 are network configuration diagrams of an ac system according to the first embodiment. The communication system provides an information transmission support function using voice and text, mainly with a communication management device (hereinafter, referred to as a management device) 100.

Hereinafter, a mode in which the communication system is applied will be described with reference to room management of a hotel as an example. The management device 100 is connected to a client terminal 300 operated by a job client who performs a foreground transaction. The job requester is a person who directly contacts the guest including a conversation, and can operate the requester terminal 300 during reception in the foreground. The job requester inputs characters for transmitting information by using a manual input means such as a keyboard, a mouse, a screen keyboard, or a touch panel type keyboard (or numeric keys). The client terminal 300 transmits information (text-form communication information) input via the manual input means to the management apparatus 100.

The client terminal 300 is a desktop computer or a tablet computer, and has a data communication function and an arithmetic function (CPU, etc.) via an IP (Internet protocol) network or a Mobile communication network. The client terminal 300 includes a display device (or a touch panel display device) and a manual character input means.

The management apparatus 100 receives manually input text-form transmission information from the client terminal 300, and transmits the transmission information to the service manager terminal (hereinafter referred to as a work MG terminal) 400. The management device 100 can generate speech synthesis data for speech synthesizing the transmission information based on the text data in addition to the text data input from the job requester, and transmit the speech synthesis data to the job MG terminal 400. The working MG terminal 400 is a terminal operated by a service manager. A business manager is a work manager or work accountant that assigns information of a work delegator to a plurality of workers (for delegated due people). The business manager may be a member of a plurality of workers, or may be a manager or the like that does not perform work (job).

The operation MG terminal 400 is a mobile communication terminal carried by a service manager, and is a portable mobile terminal (mobile terminal) such as a multi-function mobile phone such as a smart phone, a PDA (Personal Digital Assistant), a tablet terminal, or the like. The operation MG terminal 400 has a communication function, an arithmetic function, and an input function, and is connected to the management device 100 by wireless communication via an IP (Internet protocol) network or a Mobile communication network (Mobile communication network) to perform data communication. A worker terminal (corresponding to a person-to-be-handled terminal) 500 carried by a worker is also configured in the same manner as the work MG terminal 400.

The service manager uses the work MG terminal 400 to text-input a work instruction based on the work order. The operation MG terminal 400 transmits an operation instruction in the form of text to the management device 100. The management device 100 generates a synthesized voice of the operation instruction based on the operation instruction in the text format, and broadcasts and distributes the voice synthesized data and the text data of the operation instruction to the plurality of worker terminals 500.

The worker terminal 500 performs voice reproduction of the voice synthesized data distributed by broadcasting, and conveys a work instruction to the worker as a voice output. In addition, the worker can respond to the work instruction heard with voice. The answer voice, i.e., the worker's speech voice is input to the worker terminal 500. The worker terminal 500 transmits utterance voice data to the management apparatus 100, and registers the utterance content of the worker as the communication history 124. In this embodiment, a voice-based communication function is provided to the worker to speak the work instruction aloud and to collect a comment for the work instruction so as not to obstruct the work. The worker terminal 500 has a manual input function, but in the communication system according to the present embodiment, the worker can communicate only by a voice-based conversation.

As described above, the communication system according to the present embodiment supports information transmission for achieving consensus and will communication in a business process on the premise that the transmission information is input as request information by the manual input means and that a plurality of workers can perform a conversation related to an operation instruction by hands-free.

In particular, in the present embodiment, a mechanism for mediating between the client and each of the plurality of workers by the business manager is introduced so that the work instruction for the job request to the plurality of workers is made smooth, thereby improving the work efficiency. In this case, the operation instruction is speeded up by providing the service manager with a function of supporting the input of the operation instruction, and the erroneous instruction and the erroneous traffic due to the erroneous input are reduced. In this way, not only the contact system between the requester and each of the plurality of workers described above as an example, but also information transmission in various contact systems between users in contact with each other can be supported, and erroneous contact and erroneous traffic due to erroneous input can be reduced.

In addition, not only the text-based communication history inputted by using characters is stored as the text-based communication history, but also the utterance voice of the worker (including the business manager) is subjected to the voice recognition processing and stored as the text-based communication history. Instead of performing voice-only and text-only communication environments and log collection, speech content subjected to voice recognition is also merged as a text-based communication history. Therefore, the communication history based on the text becomes a "visually recognizable trajectory" for the voice missing, the voice mishearing, and the like, and the occurrence of the erroneous communication can be suppressed.

Fig. 2 is a block diagram of the ac management device 100. The management device 100 includes a control device 110, a storage device 120, and a communication device 130. The communication device 130 performs communication connection management and data communication control with the client terminal 300, the work MG terminal 400, and the plurality of worker terminals 500. The communication device 130 can perform broadcast distribution control for transmitting the same content to a plurality of worker terminals 500 at once.

The control device 110 includes a user management unit 111, an exchange control unit 112, an instruction support unit 112A, a voice recognition unit 113, and a voice synthesis unit 114. The storage device 120 includes user information 121, group information 122, preset information 123, communication history (communication log) information 124, a speech recognition dictionary 125, and a speech synthesis dictionary 126.

Fig. 3 is a block diagram showing the configuration of the work MG terminal 400 and the worker terminal 500, and includes a communication/communication unit 410(510), an ac application control unit 420(520), a microphone 430(530), a speaker 440(540), a display input unit 450(550) such as a touch panel, and a storage unit 460 (560). The speaker 440 is actually constituted by an earphone, a headphone (wired or wireless), or the like.

Fig. 4 shows an example of various information, and the user information 121 is user registration information using the present communication system. The user management unit 111 performs control so that a user ID, a user name, an attribute, and a group can be set via a predetermined management screen. The group information 122 is group identification information that divides the traffic group. The transmission/reception and broadcast distribution of the transmission information are controlled for each communication group ID, and the control is performed so that the information is not mixed between different communication groups. In the user information 121, the communication group registered in the group information 122 can be associated with each user.

Such grouping may be performed by dividing the room management into a plurality of departments, for example, or by setting a serviceman (baggage transport), a receptionist, and an housekeeping (cleaning) as different groups, and constructing an exchange environment in which the room management is subdivided into the respective groups. From another viewpoint, a case where communication is not functionally required can be considered. For example, the dish taker and the waiter (baggage handling) of dishes can be grouped without direct communication. It is also possible to consider a case where communication is not geographically necessary, for example, when a branch store a, a branch store B, and the like are geographically distant and communication is not necessary frequently, and the like, grouping is possible.

The preset information 123 is partial information used in an operation instruction creation screen on the operation MG terminal 400 described later. In order to reduce the burden of character input in a screen, names of workers, dialogue idioms communicated between workers, and the like are registered in advance, and a character string is divided into parts. When a business manager creates a job instruction, the job instruction can be easily created by displaying part of information on a screen and selecting and combining the part of information.

Fig. 5 is a diagram showing an example of the communication history information 124. In the communication history 124, request information of the job requester, text input information of the service manager, job instructions of the service manager, and the contents of speech of each worker are accumulated in time series based on the text together with the time information. In this case, the voice data converted into the text format can be stored in a predetermined storage area as a voice file, for example, a storage location where the voice file is recorded in the communication history 124. The communication history information 124 is generated and stored for each of the different communication groups.

In addition, the job instructions made by the service manager are transmitted to the worker terminal 500 in synthesized voice and reproduced. Therefore, the communication history 124 records a history in which the work instruction indicating the synthesized voice is distributed together with the input text-type work instruction. The speech input from the work MG terminal 400 and the worker terminal 500 is subjected to speech recognition processing by the speech recognition unit 113, and the speech recognition result is output in text form and stored in the communication history 124.

Further, the voice recognition unit 113 performs voice recognition processing using the voice recognition dictionary 125 and outputs text data as a voice recognition result. For the voice recognition processing, a known technique can be applied. The speech synthesis unit 114 also synthesizes speech data corresponding to the characters of the input text data using the speech synthesis dictionary 126, and generates speech synthesis data of the operation instruction. In this case, the material of the voice data constituting the voice synthesis data may use the voice of a service manager registered in advance.

As the communication history 124 shown in fig. 5, for example, the same communication history 124 is displayed on each screen of the client terminal 300, the work MG terminal 400, and the worker terminal 500. That is, the client terminal 300, the work MG terminal 400, and the worker terminal 500 receive the communication history 124 from the management apparatus 100 in real time or at a predetermined timing, and can refer to the past communication logs in time series while synchronizing display among the work client, the business manager, and the worker(s).

Fig. 6 shows an example of a screen displayed on each of the terminals 300 and 400 of the job client and the service manager, and fig. 7 shows an example of a screen displayed on the worker terminal. First, the job requester, the service manager, and the worker log in the management apparatus 100 using the user ID and the password registered by the user from a predetermined login screen as initial operations. The login authentication process is executed by the user management unit 111.

The job requester screen displayed on the requester terminal 300 of the job requester shown on the left side of fig. 6 includes a display field D, an input field N, and a send button S. The job requester screen may be configured such that the display control function (browser or the like) of the requester terminal 300 causes the display device to display screen information provided from the management apparatus 100, or the screen information is downloaded in advance in the requester terminal 300, and after the login authentication is successful, the control unit of the requester terminal 300 controls the display device to display the screen information.

The work requester inputs the work request contents in characters to the input field N by using the manual input means. Then, if the send button S is pressed, the job request content is transmitted to the management apparatus 100 and displayed in the display field D. In addition, as the display control of the display field D, the contents of the input field N may be transferred to the display field D, or the transfer processing in the client terminal 300 may not be performed, and after the contents are accumulated in the communication history 124 in the management apparatus 100, the management apparatus 100 may control the received job request contents to be newly transmitted to the client terminal 300 and displayed in the display field D as the display synchronization processing.

Next, in the work MG terminal 400 of the service manager shown on the right side of fig. 6, a work MG screen is displayed. The job MG screen includes a display field D for displaying the text-based communication history 124, an input field N, and a send button S, as in the job requester screen. The operation MG screen is a request information input screen, and further includes an operation instruction input support area SA as an input function.

The job instruction input support area SA is an area of the preset button group SA1 for displaying the partial information of the preset information 123 and the request content button group SA2 for dividing the character string of the job request content input by the job requester into parts.

The communication control unit 112 includes an instruction supporting unit 112A, and the instruction supporting unit 112A generates a preset (character string) button group SA1 and a request content (character string) button group SA2 based on the preset information 123 and the text information of the job request content recorded in the communication history 124. When performing the display synchronization process for the operation MG screen, the ac control unit 112 transmits the button information of each button group SA1, SA2 generated by the instruction supporting unit 112A together with the text of the operation request content, and controls the display of the button information on the operation MG screen.

The ac application control unit 320 of the operation MG terminal 400 displays the text of the received operation instruction content in the display field D, and displays the button groups SA1 and SA2 in the operation instruction input support area SA based on the received button information. If the buttons of the button groups SA1 and SA2 are selected, the ac application control unit 320 displays text information corresponding to the buttons (for example, character text of a button display label) in the input field N, and lists the text information of the successively selected buttons in the input field N. If the service manager selects the send button S, the character string of the work instruction content displayed in the input field N is sent to the management apparatus 100. The management device 100 stores the operation instruction content received from the operation MG terminal 400 in the traffic history 124. The text of the work instruction content is transmitted to the delegator terminal 300 for synchronous display.

As described above, in the present embodiment, the job request contents in the text format input by the manual input means are directly divided into parts and provided as character input buttons, and part information of the registered preset information 123 is provided as preset character input buttons. Therefore, when the service manager gives a work instruction to the worker, the character string constituting the content of the work instruction is provided as a button, and therefore, the burden of character input is not required, and it is possible to prevent the occurrence of wrong communication due to wrong input of characters, wrong hearing, wrong contents of the work request, or the like.

In particular, since the job request contents in the form of text input by the manual input means are directly divided into parts and provided as character input buttons, it is possible to prevent the occurrence of miscommunication.

Fig. 7 is an example of a screen displayed on the worker terminal 500. When the management device 100 receives the operation instruction content from the operation MG terminal 400, the speech synthesis unit 114 generates a synthesized speech corresponding to the received operation instruction content using the speech synthesis dictionary 126. The communication control unit 112 transmits the synthesized speech data of the work instruction contents to the worker terminal 500 together with the work instruction contents in the text format. The ac application control unit 520 displays the received operation instruction contents in the text format in the display field D, performs automatic reproduction processing of the synthesized speech data, and outputs an operation instruction speech from the speaker 440. At this time, as shown in the example of fig. 7, in the display field D, a speech mark M may be displayed for a text corresponding to the synthesized speech data.

In the example of fig. 7, the worker field speaks a response when instructed to do so. The communication application control unit 520 performs sound collection processing via the microphone 530 in conjunction with automatic reproduction processing of the synthesized speech data, and acquires the collected utterance speech. Communication application control unit 520 transmits utterance voice data to management device 100. The speech recognition unit 113 performs speech recognition processing on the received utterance speech data and outputs a speech recognition result of the utterance content. The communication control unit 112 stores the speech recognition result in the communication history 124, and stores the utterance speech data (the original speech data in the field) in the storage device 120.

The communication control unit 112 transmits the content of speech (text) in the field stored in the communication history 124 to the client terminal 300, the work MG terminal 400, and each of the worker terminals 500 including the field for synchronous display. At this time, the communication application control unit 520 can control to display the content of the utterance (text) in the field received from the management apparatus 100 in the display field D and display the sound collection mark m indicating the collected sound. The same process is repeated with other workers.

As shown in the example of fig. 7, the other worker terminals 500 outside the field display the other work instructions and the contents of speech of the other workers outside the field in time series in the display field D, and the communication history 124 stored in the management apparatus 100 is shared as log information. The worker terminal 500 of zotoclower receives the work instruction and the speech response between the service manager and the field, and then displays the work instruction and the speech response for itself in the display field D. The same applies to the suzuki worker terminal 500.

In this way, by sharing the work instruction other than the work instruction itself among a plurality of workers, it is possible to improve the efficiency of the work by spontaneous communication among the workers. For example, even when a worker who has requested work is not free or when it is more efficient to do the work by himself or herself, the worker can speak spontaneously, speak with a business manager by voice, and specify a work instruction. Further, since the communication history 124 is displayed in synchronization, it is possible to review the past communication shared among a plurality of workers.

Fig. 8 is a diagram showing another example of the operation MG screen displayed on the operation MG terminal 400. In the example of fig. 8, the request content button group SA2 of the operation instruction input support area SA is composed of a plurality of keyword groups obtained by dividing each term of the operation request content.

The instruction support unit 112A can perform a known morpheme analysis process based on the text information of the job request contents recorded in the communication history 124, for example, extract keywords (character strings having a minimum unit of a meaning) and make each keyword a button. Please clean room No. 101. The sentence is subdivided into keywords "please", "clean", and "room 101". ", and generates them as button information. Further, it is possible to control so that only 1 keyword, for example, the keyword "please" overlapping with another sentence is included in the request content button group SA 2.

With such a configuration, room number 101 is cleaned for "please. "," please clean room 108. "these 2 job orders can be reconstructed to" clean room 101 and room 108 ". "working of such 1 statement. By combining the button groups SA1 and SA2 in this manner, the service manager can reconstruct "field, please clean room No. 101 and room No. 108. Then please reply. "such individual specific indications.

Fig. 9 is a diagram showing a process flow of the communication system according to the present embodiment. As described above, the management device 100 performs registration processing of the user information 121 and the group information 122 as preparation. In addition, along with the registration of the user information 121, registration processing of the preset information 123 is performed. Each user who operates the requester terminal 300, the work MG terminal 400, and the worker terminal 500 logs in to the management apparatus 100 using the user ID.

The job requester inputs characters of the job request content on the job requester screen displayed on the requester terminal 300 by using a manual input means such as a keyboard. The job request content is transmitted as the transmission information to the management apparatus 100 in the form of text (S301).

The communication control unit 112 stores the received job request content in the form of text in the communication history 124 (S101). The instruction supporting unit 112A generates a preset button group SA1 and a request content button group SA2 based on the preset information 123 and the job request content (S102). The ac control unit 112 transmits the contents of the work request in the form of text and the button information of each button group SA1, SA2 to the work MG terminal 400 (S103).

The ac application control unit 320 of the operation MG terminal 400 displays the received operation instruction contents in the text format in the display field D, and displays the button groups SA1 and SA2 in the operation instruction input support area SA based on the received button information. If the buttons of the button groups SA1 and SA2 are selected, the ac application control unit 320 displays text information corresponding to the buttons in the input field N, and lists the text information of the successively selected buttons in the input field N (S401). If the service manager selects the send button S, the communication application control unit 320 sends the character string of the operation instruction content displayed in the input field N to the management apparatus 100 (S402).

The ac control unit 112 of the management device 100 stores the operation instruction content received from the operation MG terminal 400 in the ac history 124 (S104). Further, the content of the work instruction in the form of text is transmitted to the client terminal 300 and the work MG terminal 500 for synchronous display.

The speech synthesis unit 114 of the management device 100 generates an operation instruction synthesized speech (S105). The communication control unit 112 broadcasts and distributes the work instruction contents in text form and the synthesized speech data of the work instruction contents to the plurality of worker terminals 500 (S106). The ac application control unit 520 of each worker terminal 500 displays the received work instruction content in text form in the display field D, and performs automatic playback processing of the synthesized speech data to output a work instruction speech (S501). At this time, the same operation instruction contents are displayed in synchronization in the display field D of each worker terminal 500, and operation instruction voices are output (S501b, S501 c).

The worker (worker a) speaks a response with an indication to himself. The communication application control unit 520 collects speech data (S502) and transmits the speech data to the management device 100 (S503). The speech recognition unit 113 of the management device 100 performs speech recognition processing on the received utterance speech data and outputs a speech recognition result of the utterance content. The communication control unit 112 stores the speech recognition result in the communication history 124, and stores the utterance speech data in the storage device 120 (S107).

In order to display the words synchronously, the communication control unit 112 transmits the word contents (text) of the worker stored in the communication history 124 to the client terminal 300, the work MG terminal 400, and each of the worker terminals 500 including the worker who uttered the word (S108). Communication control unit 112 broadcasts and transmits utterance voice data to work MG terminal 400 and each of worker terminals 500 other than the worker who uttered the utterance. The communication application control unit 520 of the work MG terminal 400 and each of the worker terminals 500 other than the worker who uttered the speech displays the content of the received speech in the text format in the display field D, and performs automatic reproduction processing of the speech data to output the speech (S403, S502b, S502 c).

The communication system of the present embodiment includes a communication management apparatus 100, and the communication management apparatus 100 is connected to a client terminal 300 that inputs job request contents in a text format by a manual input means, a job MG terminal 400 that inputs job instructions to workers based on the job request contents, and a plurality of worker terminals 500 that are carried by each worker and output the job instructions in voice via a network.

The communication management apparatus 100 receives the job request contents in the form of text from the client terminal 300, and the instruction support unit 112A generates character string button information for adding part or all of the job request contents to a character string constituting the job instruction (request content button group SA 2).

As a first control function, the ac control unit 112 transmits the character string button information to the operation MG terminal 400, and receives an operation instruction in a text format generated by a selection operation for the character string button information displayed on the operation instruction input screen of the operation MG terminal 400. Then, the speech synthesis unit 114 generates synthesized speech data of the received operation instruction.

As a second control function, the ac control unit 112 broadcasts and distributes the synthesized voice data of the job instruction created by the service manager to the plurality of worker terminals 500. In each worker terminal 500, the synthesized voice data of the work instruction is subjected to reproduction processing and output as voice by using headphones or the like.

Further, as a third control function, the communication control unit 112 stores the work request content, the work instruction, and the speech recognition result obtained by performing the speech recognition processing on the utterance speech data of the worker-to-work instruction received from the worker terminal 500 as the communication history 124 in time series, and performs distribution control so that the communication histories are displayed in synchronization in the respective terminals 300, 400, and 500.

Therefore, the work instruction load of the service manager can be reduced, and the false instruction and the false traffic caused by the false input can be reduced. Further, since the text-based communication history inputted by using characters is stored not only as the text-based communication history but also as the text-based communication history by performing the voice recognition processing on the utterance voice of the worker, the text-based communication history becomes a "visually recognizable trajectory", and the occurrence of erroneous communication can be further suppressed.

As described above, the ac management device 100 according to the present embodiment supports ac communication among a plurality of terminals connected via a network, and the plurality of terminals have a configuration in which a request is presented from a first terminal (e.g., the work MG terminal 400) to a plurality of other terminals (e.g., the worker terminal 500). In this case, the ac management device 100 includes: a first control unit that receives request content in a text format (request content input in a text form from the requester terminal 300) requested to the first terminal; a speech synthesis unit that generates synthesized speech data of a part or all of the received request content; and a second control unit that broadcasts and distributes the synthesized speech data to a plurality of other terminals. The processing of the first and second control units is executed by the ac control unit 112 in fig. 2.

The communication management apparatus 100 further includes an instruction support unit 112A, the instruction support unit 112A generating character string button information for adding part or all of the received request contents in the text format to requests to a plurality of other terminals, and the first control unit (communication control unit 112) transmits the character string button information to the first terminal and receives a request in the text format created by a selection operation for the character string button information from the first terminal. The communication control unit 112 broadcasts and distributes the requested synthesized speech data received from the first terminal, which is generated by the speech synthesis unit, to a plurality of other terminals.

Further, as a third control unit function of the communication control unit 112, responses to requests from a plurality of other terminals are stored in time series as communication histories 124, and distribution control is performed so that the communication histories 124 are displayed in synchronization in the first terminal and the plurality of other terminals.

The present embodiment has been described above, but in addition to the above-described exemplary hotel room management, a building management business in the security industry is also an example to which the present embodiment can be applied. In this case, the job requester as the information transmission source is a central center that monitors the status of each building, the service manager is a control center person in charge of each building, and the worker is a security guard. In addition, as another example, there is a docking management service in the logistics industry. In this case, the consignee as the information transmission source is a warehouse manager (a person who monitors the vacancy status of the entire warehouse), the business manager is a parking manager, and the worker is a driver. The waiting time of goods can be reduced, and the efficiency of business of entering and exiting the warehouse is improved.

Each function constituting the above-described ac management device 100 can be realized by a program, a computer program prepared in advance to realize each function is stored in the auxiliary storage device, a control unit such as a CPU reads the program stored in the auxiliary storage device into the main storage device, and the control unit executes the program read out into the main storage device, thereby enabling each unit to function.

The functions of the voice recognition unit 113 and the voice synthesis unit 114 may use an external voice recognition server, a voice synthesis server, or the like, and the communication management apparatus 100 may not have a direct processing function. That is, the following configuration can be made: the voice data is transmitted to an external voice recognition server and the voice recognition result (text) is received, or the text is transmitted to an external voice synthesis server and the voice synthesis data is received. Further, the worker mobile communication terminal 500 may be configured to have each function of voice recognition and voice synthesis. In this case, the utterance voice of the worker can be automatically converted into text data and the utterance voice data and the automatically converted text data can be transmitted to the communication management apparatus 100, or the utterance voice can be synthesized based on the received text information and the instruction voice can be output.

The program may be provided to a computer in a state of being recorded in a computer-readable recording medium. Examples of the computer-readable recording medium include an Optical Disk such as a CD-ROM, a modified Optical Disk such as a DVD-ROM, an Optical Disk such as an MO (magneto Optical) Disk or an MD (Mini Disk), a magnetic Disk such as a Floppy (registered trademark) or a removable hard Disk, a compact flash (registered trademark), a smart media, an SD memory card, a memory card such as a memory stick, and the like. Further, a hardware device such as an integrated circuit (IC chip or the like) which is designed and configured particularly for achieving the object of the present invention is also included as a recording medium.

The embodiments of the present invention have been described, but the embodiments are presented as examples and are not intended to limit the scope of the invention. The new embodiment can be implemented in other various forms, and various omissions, substitutions, and changes can be made without departing from the spirit of the invention. These embodiments and modifications thereof are included in the scope and gist of the invention, and are included in the invention described in the patent claims and the equivalent scope thereof.

Description of the reference numerals

100 AC management device

110 control device

111 user management part

112 AC control part

112A instruction support unit

113 speech recognition unit

114 speech synthesis part

120 storage device

121 user information

122 group information

123 Preset information

124 exchange resume information

125 speech recognition dictionary

126 speech synthesis dictionary

130 communication device

300 consignor terminal

400 service manager terminal (working MG terminal)

500 worker terminal

410. 510 communication/conversation unit

420. 520 AC application control part

430. 530 microphone (Sound collection part)

440. 540 loudspeaker (Voice output part)

450. 550 display/input unit

460. 560 storage unit

D display column

N input field

S send button

SA operation instruction input support area

SA1 Preset button group

SA2 delegate content button group