JP7582499B2 - Reception processing system, reception processing method and program - Google Patents

Description

The present invention relates to a reception processing system, a reception processing method, and a program.

Various technologies have been developed to resolve congestion. For example, Patent Literature 1 discloses an automated transaction system that detects the degree of congestion, which indicates the slowness of the data transfer speed of the communication line of an automated transaction system using ATMs, and stops certain transactions at the ATM depending on the degree of congestion.

Japanese Patent Application Publication No. 2013-242647

In the automated transaction system disclosed in Patent Document 1, congestion at ATMs as a whole is alleviated by halting certain transactions at each ATM during congestion, but from the perspective of ATM users, there is a problem that since certain transactions are stopped, users are not necessarily satisfied even if congestion is alleviated.

One aspect of the present invention was made in consideration of the above problems, and aims to provide a technology for performing visitor reception processing at a reception terminal in a way that increases visitor satisfaction.

(delete)

A reception processing system according to one aspect of the present invention includes one or more reception terminals, an acquisition means for acquiring, from the one or more reception terminals, information on the number of processed cases indicating the number of processed cases per unit time, a decision means for determining a measure to be executed by referring to the information on the number of processed cases, and a control means for executing the measure determined by the decision means or outputting measure information indicating the measure determined by the decision means.

A reception processing method according to one aspect of the present invention includes at least one processor acquiring, from one or more reception terminals, processing count information indicating the number of processing cases per unit time, referring to the processing count information, determining a measure to be taken, and either executing the determined measure or outputting measure information indicating the determined measure.

A program according to one aspect of the present invention causes a computer to execute an acquisition process for acquiring, from one or more reception terminals, information on the number of processed cases, which indicates the number of processed cases per unit time; a decision process for determining which measure to take by referring to the information on the number of processed cases; and a process for either taking the decided measure or outputting measure information indicating the decided measure.

According to one aspect of the present invention, a technology can be provided for performing visitor reception processing at a reception terminal in a way that increases visitor satisfaction.

1 is a block diagram showing a configuration of a reception processing device according to a first exemplary embodiment of the present invention; 4 is a flowchart showing a flow of a reception processing method according to the first exemplary embodiment. 1 is a block diagram showing a configuration of a reception processing system according to an exemplary embodiment 1. FIG. 11 is a block diagram showing a configuration of a reception processing system according to an exemplary embodiment 2 of the present invention. 13 is a table showing examples of measures to alleviate congestion according to the second exemplary embodiment. 13 is an example of a flowchart showing a flow of a decision method for deciding a measure to relieve congestion according to the exemplary embodiment 2. 13 is a graph showing a schematic representation of the change in the number of reception processes per time t according to the second exemplary embodiment. FIG. 11 is a block diagram showing a configuration of a reception processing system according to an exemplary embodiment 3. 13 is an example showing congestion information displayed on a signage according to an exemplary embodiment 3. FIG. 11 is a block diagram showing a configuration of a reception processing system according to an exemplary embodiment 4. 13 is an example of a policy table for appropriately executing the reception process according to the fourth exemplary embodiment. 13 is an example of a flowchart showing the flow of an admission optimization method according to an exemplary embodiment 4. 13 is a display example of a measure (message) sent to and displayed on a communication terminal according to the fourth exemplary embodiment. FIG. 13 is a block diagram showing the configuration of a reception processing system according to an exemplary embodiment 5. 13 is an example of congestion information displayed on a visitor terminal in accordance with exemplary embodiment 5. 13 is an example display of a visitor terminal showing a method of alleviating congestion by having visitors interact with the reception processing system of exemplary embodiment 5. FIG. 1 is a configuration diagram for realizing an information processing device and an information processing system by software.

[Example embodiment 1]
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS A first exemplary embodiment of the present invention will be described in detail with reference to the accompanying drawings. This exemplary embodiment is a basic form of the exemplary embodiments described below.

The reception processing device 1 according to this exemplary embodiment is configured, as an example, to assist with reception processing via a reception terminal so as to minimize waiting time for visitors. This realizes reception processing that satisfies as many visitors as possible. The reception processing is a predetermined process performed by the reception terminal to determine whether to permit or deny entry to a visitor.

For example, if a visitor is likely to have to wait at a crowded reception terminal, the reception processing device 1 can shorten the visitor's waiting time by guiding them to a less crowded reception terminal, in other words, a reception terminal that is relatively less crowded.

In this exemplary embodiment, a visitor refers to a person who comes to complete the necessary reception procedures to enter an event venue such as a concert, an amusement park, various exhibition venues, or special venues where large numbers of people are served, such as mass vaccinations and various information sessions.

(Configuration of reception processing device 1)
The configuration of a reception processing device 1 according to this exemplary embodiment will be described with reference to Fig. 1. Fig. 1 is a block diagram showing the configuration of the reception processing device 1.

As shown in FIG. 1, the reception processing device 1 includes an acquisition unit 11, a determination unit 12, and a control unit 13. The acquisition unit 11, the determination unit 12, and the control unit 13 are each a form of the acquisition means, the determination means, and the control means described in the claims.

The acquisition unit 11 acquires, from one or more reception terminals, transaction count information indicating the number of transactions per unit time. The unit time can be, for example, 10 minutes, 30 minutes, or 1 hour, and can be determined arbitrarily depending on the time required for the reception process. The reception terminal is a device that accepts the procedures required for visitors to enter the venue. In the following exemplary embodiment, the reception location or entrance where the reception terminal is installed will be referred to simply as "reception" or "entrance", except when referring to the reception terminal itself. The number of transactions can be rephrased as the number of people who have completed the reception process.

The decision unit 12 refers to the transaction count information to decide which measure to execute. As an example, when the decision unit 12 determines from the transaction count information that a certain reception desk is congested, it decides from among preset measures an appropriate measure to relieve the congestion at that certain reception desk. Measures to relieve congestion include, for example, informing visitors of an empty reception desk, informing visitors of the time when a congested reception terminal is expected to clear, etc.

The control unit 13 executes the measure determined by the determination unit 12, or outputs measure information indicating the measure determined by the determination unit 12. As an example, if the determination unit 12 determines to display an empty reception desk to alleviate congestion, the control unit 13 executes this measure. Specifically, the control unit 13 executes a process of transmitting the number of the empty reception desk (or the entrance number of the empty reception desk) to a signage installed near the crowded reception desk, for example, to display it.

In addition, in a configuration where signage is not provided, if the decision unit 12 decides to inform an attendant of an empty reception desk to alleviate congestion, the control unit 13 outputs policy information indicating the policy decided by the decision unit 12. Specifically, the control unit 13, for example, sends a message to the attendant's communication terminal to display the number of the empty reception desk, and recommends that the attendant guide the visitor to that reception desk. Upon seeing this, the attendant can guide the visitor to the empty reception desk himself. Alternatively, the attendant can instruct the reception assistant to guide the visitor to the empty reception desk. This reduces the degree of congestion at the busy reception desk. This can increase visitor satisfaction.

As described above, the reception processing device 1 according to this exemplary embodiment is configured to include an acquisition unit 11 that acquires transaction count information indicating the number of transactions per unit time from one or more reception terminals, a decision unit 12 that refers to the transaction count information to determine the policy to be implemented, and a control unit 13 that either implements the policy determined by the decision unit 12 or outputs policy information indicating the policy determined by the decision unit 12. Therefore, the reception processing device 1 according to this exemplary embodiment has the effect of providing technology for performing visitor reception processing at a reception terminal in a way that increases visitor satisfaction.

(Flow of reception processing method)
Next, the flow of the reception processing method S1 according to this exemplary embodiment will be described with reference to Fig. 2. Fig. 2 is a flow diagram showing the flow of the reception processing method S1 executed by the reception processing device 1.

As shown in FIG. 2, the reception processing method S1 includes the following steps. First, in step S11, the acquisition unit 11 acquires processing count information indicating the number of processing cases per unit time from one or more reception terminals. In step S12, the decision unit 12 refers to the processing count information and decides the measure to be executed. In step S13, the control unit 13 executes the decided measure or outputs measure information indicating the decided measure.

As described above, the reception processing method S1 according to this exemplary embodiment is configured to obtain, from one or more reception terminals, information on the number of cases processed per unit time, and determine the measure to be taken by referring to the information on the number of cases processed, and then either carry out the determined measure or output measure information indicating the determined measure. Therefore, the reception processing method S1 according to this exemplary embodiment has the effect of providing a technology for performing reception processing at a reception terminal in a way that increases visitor satisfaction.

(Configuration of the reception processing system)
Next, the reception processing system 3 according to this exemplary embodiment will be described with reference to Fig. 3. Fig. 3 is a block diagram showing the configuration of the reception processing system 3.

As shown in FIG. 3, the reception processing system 3 comprises one or more reception terminals 21, an acquisition unit 31, a determination unit 32, and a control unit 33. The reception terminal 21 is a device that accepts the procedures necessary for visitors to enter the venue. In FIG. 3, n (n is an integer of 1 or more) reception terminals 21a, 21b..., 21n are shown, but in the following explanation, when it is not necessary to distinguish between the individual reception terminals, the reception terminals as a whole will be denoted by the reference symbol 21. Furthermore, when referring to a single reception terminal, it will be referred to as reception terminal 21i. If there are multiple components other than the reception terminal 21, the same notation will be used.

The acquisition unit 31, the determination unit 32, and the control unit 33 are each a form of the acquisition means, the determination means, and the control means described in the claims.

The reception terminal 21, the acquisition unit 31, the determination unit 32, and the control unit 33 are connected to each other via a network N so that they can communicate information with each other. Each of these units may be provided in one server or device, or may be provided in a distributed manner in multiple servers or devices.

The acquisition unit 31 acquires processing count information indicating the number of processing cases per unit time from one or more reception terminals. The decision unit 32 determines the measure to be executed by referring to the processing count information. The control unit 33 executes the measure determined by the decision unit 32, or outputs measure information indicating the measure determined by the decision unit 32. The functions of each part of the acquisition unit 31, decision unit 32, and control unit 33 are the same as the functions explained in the explanation of each part of the reception processing device 1, and therefore will not be explained here.

As described above, the reception processing system 3 according to this exemplary embodiment is configured to include one or more reception terminals, an acquisition means for acquiring process count information indicating the number of processes per unit time from the one or more reception terminals, a decision means for determining the measure to be executed by referring to the process count information, and a control means for executing the measure determined by the decision means or outputting measure information indicating the measure determined by the decision means. Therefore, the reception processing system 3 according to this exemplary embodiment can achieve the same effects as those achieved by the reception processing device 1.

Exemplary embodiment 2
A second exemplary embodiment of the present invention will be described in detail with reference to the drawings. Note that components having the same functions as those described in the first exemplary embodiment are denoted by the same reference numerals, and the description thereof will be omitted as appropriate.

(Configuration of reception processing system 3A)
4 is a block diagram showing the configuration of a reception processing system 3A according to this exemplary embodiment. As shown in FIG. 4, the reception processing system 3A includes a reception processing device 1A and a plurality of reception terminals 21.

The reception processing device 1A includes a processor 10 including an acquisition unit 11, a determination unit 12, and a control unit 13, a memory 14, and a communication unit 15. The acquisition unit 11, the determination unit 12, and the control unit 13 have the same configuration as the acquisition unit 11, the determination unit 12, and the control unit 13 described in the first embodiment. The reception processing device 1A is connected to a plurality of reception terminals 21 via the Internet N so as to be able to communicate information.

The memory 14 of the reception processing device 1A stores various programs executed by the processor 10. The memory 14 also stores information on the number of cases processed, acquired by the acquisition unit 11, indicating, for example, the number of cases processed per unit time. The memory 14 also stores a table of measures to alleviate congestion, as described below.

The communication unit 15 of the reception processing device 1A is connected to the Internet N and communicates with the reception terminal 21. The acquisition unit 11 of the processor 10 acquires, via the Internet N, transaction count information indicating the number of transactions per unit time from the reception terminal 21. The decision unit 12 refers to the acquired transaction count information and selects from the policy table a policy to be implemented to relieve congestion at one or at least one of the reception terminals. The control unit 13 executes the determined policy, or outputs policy information indicating the policy.

The reception terminals 21 are each connected to the reception processing device 1A via the Internet N. As an example, each reception terminal 21 includes a control unit 41, a reception unit 42, and a communication unit 43. The control unit 41 controls the entire reception process performed by the reception terminal 21. The reception unit 42 accepts the reception procedures of visitors. For example, the reception unit 42 includes a panel operation unit where the visitor performs touch operations, and an optical reading unit that reads barcodes. The communication unit 43 is connected to the Internet N, and upon receiving an information transmission instruction from the reception processing device 1A, transmits processing number information indicating the number of processing cases per unit time to the reception processing device 1A. The processing number information may include, for example, the processing start time and processing end time of each reception process.

The decision unit 12 of the reception processing system 3A refers to the processing count information acquired by the acquisition unit 11 and decides on a measure to relieve congestion at at least one of the one or more reception terminals. Specifically, as an example, the decision unit 12 selects and decides on a measure from a table of measures to relieve congestion. The measure to be decided is not limited to one, and may be multiple.

Figure 5 is a measure table 51 showing examples of measures to alleviate congestion. Such a measure table 51 is pre-stored in the memory 14. Measures A1 and A4 are measures to transmit (display) less crowded reception terminal information or the time when the reception terminal 21i is expected to be less crowded on signage placed near the crowded reception terminal 21i. When this measure is decided, the control unit 13 causes the signage to display the less crowded reception terminal information or the time when the reception terminal 21i is expected to be less crowded. Note that, for example, if the venue is where multiple events are being held, the reception terminals of the other events may be displayed as less crowded reception terminals.

Measures A2 and A5 are measures that transmit the time when the less busy reception terminal or reception terminal 21i is expected to be available to the staff's contact terminal. When this measure is decided, the control unit 13 transmits (displays) the less busy reception terminal information or the time when the reception terminal 21i is expected to be available to the contact terminal under the staff's jurisdiction, and encourages the staff to guide visitors to the less busy reception desk or tell the visitors to come back to the reception desk at the expected less busy time. Measures A2 and A5 are mainly adopted when there is no signage installed near the busy reception terminal 21i, but when signage is installed, they may be adopted together with measures A1 and A4.

Measures A3 and A6 are measures that send information about unoccupied reception terminals or the time when the reception terminal 21i is expected to be empty to the terminal owned by the visitor. This measure can be used when the email address of the visitor's terminal, etc., is registered in advance in the reception processing device 1A. When this measure is decided, the control unit 13 sends information about busy receptions, unoccupied receptions, the time when the busy receptions are expected to be empty, etc. to the visitor's terminal.

(Policy decision processing example 1)
Next, it will be described how the decision unit 32 refers to the transaction number information to decide on a measure to relieve congestion. As an example, when the transaction number per hour at one of the reception terminals becomes larger than a predetermined first numerical value, the decision unit 32 may include in the measures to be executed a measure to guide visitors to reception terminals other than the one reception terminal. The transaction number per hour is the number of transactions per "preset unit time". For example, when the "unit time" is set to 10 minutes, the "transaction number per hour" is the number of transactions per 10 minutes.

The first numerical value can be set to, for example, a value close to the maximum number of cases that can be accepted at the reception terminal 21. This is because when the number of cases processed per hour becomes large enough to approach the maximum number of cases that can be accepted at the reception terminal 21, it is preferable to decide on a measure to alleviate the congestion (in this case, to avoid congestion) early so that congestion does not occur. A measure to guide visitors to a reception terminal other than the one reception terminal in question is one example of a measure to alleviate (avoid) congestion.

(Policy decision processing example 2)
The decision unit 32 may also derive a rate of change in the number of transactions per hour for each reception terminal by referring to the transaction count information, and determine a measure to relieve congestion at at least one of one or more reception terminals by referring to the rate of change. The rate of change in the number of transactions per hour is the difference between the number of transactions per hour that is consecutive in time series, and is expressed as a positive number if it increases and as a negative number if it decreases.

(Policy decision processing example 3)
Specifically, when the rate of change at one of the reception terminals becomes smaller than a predetermined second numerical value, the decision unit 32 may include in the measures to be executed a measure of guiding visitors to a reception terminal other than the one reception terminal.

The second numerical value can be, for example, the rate of change when the number of processed cases increases and approaches the maximum number of cases that can be received at the reception terminal 21. In this case, if the rate of change in the number of processed cases becomes smaller than the second numerical value, it suggests that the maximum processing capacity of the reception terminal is being approached and it is predicted that the number of processed cases per hour will not increase any further (i.e., congestion will begin). For this reason, it is preferable to include in the measures to be implemented measures to guide visitors to reception terminals other than the one reception terminal in question.

(Policy decision processing example 4)
Specifically, when the rate of change at one of the reception terminals is changing so that the number of transactions per hour is gradually increasing, the decision unit 32 may include, in the measures to be executed, a measure to guide visitors to a reception terminal other than the one reception terminal. When the rate of change is changing so that the number of transactions is gradually increasing, this includes, for example, a case where the rate of change is increasing exponentially (rapidly), a case where the rate of change is increasing linearly or polynomially with respect to time, and the like. For example, as an example of the determination process, when the rate of increase in the rate of change is equal to or greater than a predetermined threshold, a measure to guide visitors to a reception terminal other than the reception terminal may be determined.

Even if the reception terminal still has some spare capacity, or even if one rate of change is small, if the rate of change gradually increases, congestion is expected to start soon after, so it is preferable to take measures to alleviate congestion early. The selection of other reception terminals to guide the user to may include reception terminals that still have spare capacity, as well as reception terminals where the number of cases processed per hour has not increased.

(Policy decision-making method)
Next, an example of a method for determining a measure to alleviate congestion will be described. Fig. 6 is an example of a flowchart showing the flow of a determination method S2 for determining a measure to alleviate congestion according to this exemplary embodiment. First, in step S21, the acquisition unit 31 acquires information on the number of processes of undetermined reception terminals.

Next, in step S22, the determination unit 32 determines whether the number of transactions per hour is greater than a preset first value. If it is determined in step S22 that the number of transactions per hour is greater than the first value (S22: YES), the flow proceeds to step S25. If it is determined in step S22 that the number of transactions per hour is not greater than the first value (S22: NO), the flow proceeds to step S23.

In step S23, the determination unit 32 determines whether the rate of change in the number of transactions per hour is less than a preset second value. If it is determined in step S23 that the rate of change in the number of transactions per hour is less than the second value (S23: YES), the flow proceeds to step S25. If it is determined in step S23 that the rate of change in the number of transactions per hour is not less than the second value (S23: NO), the flow proceeds to step S24.

In step S24, the determination unit 32 determines whether the rate of change is changing so that the number of transactions per hour is gradually increasing. If it is determined in step S24 that the number of transactions is changing so that it is gradually increasing (S24: YES), the flow proceeds to step S25. If it is determined in step S24 that the rate of change in the number of transactions is not changing so that it is gradually increasing (S24: NO), the flow proceeds to step S26.

In step S25, the decision unit 32 decides on a measure to guide visitors to a reception terminal other than the terminal in question, and the flow proceeds to step S26.

In step S26, the determination unit 32 determines whether or not the judgment of all reception terminals 21 has been completed. If it is determined in step S26 that the judgment of all reception terminals 21 has been completed (S26: YES), this process ends. If it is determined in step S26 that the judgment of all reception terminals 21 has not been completed (S26: NO), the flow returns to step S21.

The order of steps S22, S23, and S24 may be reversed. Also, it is not necessary to judge all of steps S22, S23, and S24, and any one or two of them may be judged.

(Timing for deciding on measures)
The reason for the timing of deciding the above-mentioned measures to relieve congestion will be explained. FIG. 7 is a graph that shows a schematic representation of the change in the number of reception processes per time t. For example, the number of reception processes gradually increases after the start of reception, and at a certain point, it enters a saturation state D where the number of cases stops changing. The saturation state D is a state where the number of reception processes reaches a maximum value L. During state D, the number of visitors exceeds the reception processing capacity, suggesting that a waiting time is occurring. In reception processing, it is preferable to execute a congestion relief measure before such state D occurs. Before state D is reached, there is usually a precursor stage where the number of processes increases rapidly or the number of processes is about to become saturated, and the above-mentioned steps S22, S23, and S24 are an example of a step for detecting this precursor state.

(Prediction of the degree of congestion)
The decision unit 32 may also refer to the transaction number information to predict the future congestion level of each reception terminal and decide the measures to be taken according to the predicted congestion level. The future congestion level refers to the time when congestion will occur at a certain reception desk, causing a waiting time, or conversely, the time when the congestion at a crowded reception desk will be resolved.

Specifically, the decision unit 32 may refer to the predicted level of congestion and determine a measure to notify visitors gathering at at least one of the one or more reception terminals of the time when congestion is expected to ease, and include the determined measure in the measures to be implemented. Alternatively, conversely, the decision unit 32 may refer to the predicted level of congestion and determine a measure to notify visitors gathering at at least one of the one or more reception terminals of the time when congestion is expected to occur, and include the determined measure in the measures to be implemented.

It is preferable to predict the degree of future congestion based on past reception records. For example, from the relationship between the reception data and data such as the type of past events, performers, venue location, and reception position, it is possible to predict to some extent the crowded reception locations, busy times, and time trends in the increase and decrease of visitors for a new event. In addition, the time when congestion will begin or the time when congestion will end may be estimated from the past records of the shape of the change in the number of reception processes shown in Figure 7. In this way, it is preferable to predict the degree of congestion at each reception based on past records.

(Effects of the Reception Processing System 3A)
As described above, in the reception processing system 3A according to the present exemplary embodiment, the determination unit 12 is configured to refer to the transaction number information and determine a measure to eliminate congestion at at least one of one or more reception terminals. For example, the determination unit 12 determines a measure to eliminate congestion by referring to the transaction number per hour or the rate of change in the transaction number per hour at one of the reception terminals, or by predicting the future degree of congestion at each reception terminal. Therefore, according to the reception processing system 3A according to the present exemplary embodiment, in addition to the effects achieved by the reception processing system 3 according to the exemplary embodiment 1, the effect of increasing visitor satisfaction can be obtained by effectively eliminating or preventing congestion.

Exemplary embodiment 3
A third exemplary embodiment of the present invention will be described in detail with reference to the drawings. Note that components having the same functions as those described in the first and second exemplary embodiments are denoted by the same reference numerals, and the description thereof will not be repeated.

(Configuration of reception processing system 3B)
The reception processing system 3B according to this exemplary embodiment will be described with reference to the drawings. FIG. 8 is a block diagram showing the configuration of the reception processing system 3B according to this exemplary embodiment. As shown in FIG. 8, the reception processing system 3B includes a plurality of reception terminals 21, an acquisition unit 31, a determination unit 32, a control unit 33, and a storage unit 34. Furthermore, the reception processing system 3B includes a signage (digital signage) 22. As shown in FIG. 8, the signage 22 is preferably arranged one by one corresponding to each reception terminal 21, but it is not necessarily required to arrange them correspondingly. For example, it may be arranged only corresponding to the reception terminal 21 that is expected to be crowded. The acquisition unit 31, the determination unit 32, the control unit 33, and the storage unit 34 are connected to the network N so as to be able to communicate information. In addition, the reception terminal 21 and the signage 22 are also connected to the network N so as to be able to communicate information.

The reception terminal 21 has a similar configuration to the reception terminal 21 described in the exemplary embodiment 2, for example. The acquisition unit 31 acquires, via the Internet N, from the reception terminal 21, transaction count information indicating the number of transactions per unit time. The decision unit 32 refers to the transaction count information acquired by the acquisition unit 31 and selects and decides a measure to relieve congestion at at least one of the one or more reception terminals from a measure table described later. The control unit 33 executes the decided measure or outputs measure information indicating the measure. The storage unit 34 stores various programs executed by the acquisition unit 31, the decision unit 32, and the control unit 33. The storage unit 34 also stores the transaction count information acquired by the acquisition unit 31, for example, indicating the number of transactions per unit time. The storage unit 34 also stores the measure table for relieving congestion described in the exemplary embodiment 2. The signage 22 displays the content transmitted by the control unit 33.

9 is an example showing congestion information displayed on the signage 22. As described above, the signage 22 is placed near the reception terminal 21 so that visitors can easily find it. On the display screen 220 of the signage 22, for example, the event name is displayed in the display area 221, the number (entrance number) of the vacant reception is displayed in the display area 222, the entrance map of the vacant reception is displayed in the display area 223, and the expected time (future waiting time or vacant time) when the reception where the signage 22 is located will be vacant is displayed in the display area 224. In addition, the information displayed on the signage 22 is not limited to congestion information. For example, the signage 22 may display event information corresponding to the ticket. As an example, a visitor who has a ticket that is authenticated by a face recognition ticket or a QR code (registered trademark), etc., can have the signage 22 display event information corresponding to the ticket by having the signage 22 take a picture of the face or read the QR code (registered trademark), etc. The signage 22 is equipped with a camera, and transmits an image of the visitor's face captured by the camera to the control unit 33. The control unit 33 determines whether the visitor's face matches the face registered when the visitor purchased the ticket, and if so, transmits event information corresponding to the ticket to the signage 22 for display. Similarly, when the signage 22 is equipped with a code reader or the like, the read code is transmitted to the control unit 33, and the control unit 33 determines the code and transmits event information corresponding to the code to the signage 22 for display. Furthermore, when displaying congestion information, the control unit 33 may confirm the visitor by face authentication or a QR code (registered trademark), etc., before displaying the congestion information.

In the reception processing system 3B according to this exemplary embodiment, a configuration is adopted in which the signage 22 at a busy reception displays the number of an empty reception, or the expected time when the reception where the signage 22 is located will be empty. Therefore, visitors gathered at the busy reception will see the information displayed on the signage 22 and decide to go to an empty reception, or move there thinking that they will come back when it is empty. In this way, the degree of congestion at the busy reception is reduced. Even if visitors are made to wait at a crowded reception, they will understand that the congestion is being properly dealt with by being informed of an empty reception, and their dissatisfaction will be resolved. In other words, in addition to the effects of the reception processing system 3 according to the exemplary embodiment 1, the effect of effectively eliminating or preventing congestion by announcing how to deal with congestion can be obtained, and visitor satisfaction can be further increased.

Exemplary embodiment 4
A fourth exemplary embodiment of the present invention will be described in detail with reference to the drawings. Note that components having the same functions as those described in the first to third exemplary embodiments are denoted by the same reference numerals, and the description thereof will not be repeated.

(Configuration of reception processing system 3C)
A reception processing system 3C according to this exemplary embodiment will be described with reference to the drawings. Fig. 10 is a block diagram showing the configuration of the reception processing system 3C according to this exemplary embodiment.
As shown in FIG. 10, the reception processing system 3C includes a plurality of reception terminals 21, an acquisition unit 31, a determination unit 32, a control unit 33, and a storage unit .

The reception processing system 3C includes one or more contact terminals 23. The contact terminals 23 are terminals for contacting the reception manager who is in charge of reception work, or the reception assistant who assists with reception at the reception desk. When the contact terminals 23 are configured to contact the reception assistant, it is preferable that each contact terminal 23 is arranged corresponding to the reception terminal 21 where the reception assistant is located, as shown in FIG. 10. Furthermore, in the case of a contact terminal for contacting the reception manager, it may be arranged, for example, only in the reception management room where the manager is stationed.

The acquisition unit 31, the determination unit 32, the control unit 33, and the storage unit 34 are connected to the network N so as to be able to communicate information. In addition, the reception terminal 21 and the contact terminal 23 are also connected to the network N so as to be able to communicate information.

The reception terminal 21 has a configuration similar to that of the reception terminal 21 described in exemplary embodiment 2, for example. The acquisition unit 31 acquires the processing time of the reception process for each case from at least one of the reception terminals 21 or multiple reception terminals. The decision unit 32 refers to the processing time acquired by the acquisition unit 31 and selects and decides a measure for appropriately executing the reception process from a measure table described below. The control unit 33 outputs measure information indicating the decided measure. The memory unit 34 stores, for example, the processing start time and processing end time of each reception process for each case acquired by the acquisition unit 31. The memory unit 34 also stores a measure table for appropriately executing the reception process.

(Measures for Properly Processing Applications)
FIG. 11 is an example of a policy table for appropriately executing reception processing. For example, policy B1 "notify clerk to check whether reception processing is appropriate" is a policy that recommends checking whether reception processing is being performed appropriately at the reception terminal. Specifically, when the average processing time of a reception processing at a certain reception terminal is smaller than a predetermined third numerical value, the decision unit 32 decides on this policy B1 and transmits it to a predetermined contact terminal 23i. The predetermined third numerical value may be, for example, the time expected to be required for a legitimate reception processing. When the average processing time of the reception processing is smaller than this third numerical value, there is a possibility that some inappropriate reception is being performed. Therefore, the reception assistant or reception manager is notified of this fact. In response to this, the reception assistant or reception manager checks whether reception processing is being performed appropriately.

Measure B2 "Inform staff to increase reception staff" is a measure that recommends increasing the number of reception staff at the reception terminal. Specifically, if the average processing time for reception processing at a certain reception terminal is greater than a predetermined fourth numerical value, the decision unit 32 decides on this measure B2 and sends it to the specified contact terminal 23i. The predetermined fourth numerical value may be, for example, the time expected to be required for normal reception processing. If the average processing time for reception processing is greater than this fourth numerical value, it is possible that visitors are taking a long time to complete the reception procedures. Therefore, the reception manager is contacted to request that more reception staff be hired. The additional reception staff will assist visitors so that the reception processing proceeds more smoothly.

Measure B3 "Changing the entry time after ticket issuance" is a measure for preventing ticket resale when a two-step reception process is carried out, whereby visitors have a ticket issued at the reception desk and then use that ticket to check in. For example, visitors present the QR code (registered trademark) obtained when purchasing the ticket at the reception desk to have the ticket issued. The visitor then uses that ticket to check in. This two-step reception process can prevent ticket resale.

Measure B3 is a measure that changes the time limit from when a visitor is issued a ticket until when they can enter depending on the congestion situation. In the two-stage reception, a time limit is set from when a ticket is issued until when they can enter to prevent ticket resale. However, at a reception where congestion occurs, there is a risk that it may not be possible to receive a visitor within the time limit, so the time limit is changed to a longer time at that reception. When the congestion is resolved, the time limit is changed back to the original state. When measure B3 is decided, the control unit 33 changes the time limit. The reception assistant or reception manager may be notified that measure B3 has been decided using the communication terminal 23, but since no work is required, it is not necessary to do so.

(Method of Processing to Ensure Appropriate Reception)
12 is an example of a flowchart showing the flow of the reception optimization method S3 according to the present exemplary embodiment. As shown in FIG. 12, the reception optimization method S3 includes the following steps. First, in step S31, the acquisition unit 31 acquires the processing time of the reception process for each undetermined reception terminal.

Next, in step S32, the determination unit 32 determines whether the average processing time is smaller than the third numerical value. If it is determined in step S32 that the average processing time is not smaller than the third numerical value (S32: NO), the flow proceeds to step S34. If it is determined in step S32 that the average processing time is smaller than the third numerical value (S32: YES), the flow proceeds to step S33.

In step S33, the decision unit 32 sends a message to the communication terminal 23 to confirm whether the reception process has been performed properly. The flow then proceeds to step S34.

In step S34, the determination unit 32 determines whether the average processing time is greater than the fourth numerical value. If it is determined in step S34 that the average processing time is not greater than the fourth numerical value (S34: NO), the process proceeds to step S36. If it is determined in step S34 that the average processing time is greater than the fourth numerical value (S34: YES), the process proceeds to step S35.

In step S35, the decision unit 32 sends a message to the contact terminal 23 informing the user that a reception assistant will be dispatched. The flow then proceeds to step S36.

In step S36, the determination unit 32 determines whether or not the judgment of all reception terminals has been completed. If it is determined in step S36 that the judgment of all reception terminals has not been completed (S36: NO), the process proceeds to step S31. If it is determined in step S36 that the judgment of all reception terminals has been completed (S36: YES), the reception optimization process is terminated.

(Example of display on contact terminal)
FIG. 13 is a display example of measures (messages) sent to and displayed on the communication terminal 23. As shown in FIG. 13, for example, the name of an event is displayed in a display area 231 on the display surface 230 of the communication terminal 23. In a display area 232, a display is displayed to recommend that the reception process be checked to see if it is appropriate because the reception process time is short at the reception numbered East Reception 5. In addition, in a display area 233, a display is displayed to recommend that reception assistance be performed because the reception process time is long at the reception numbered West Reception 3. In addition, in a display area 234, a display is displayed to recommend that the reception numbered Damage Reception 1 is crowded and that the reception is guided to East Reception 2. This display is an example of the display for relieving congestion using the signage 22 described in the exemplary embodiment 2, which is also performed on the communication terminal 23. Note that FIG. 13 shows an example in which a laptop-type personal computer is used as the communication terminal 23, but the communication terminal 23 is not limited to this, and for example, a smartphone may be used. In addition, a communication terminal 23 does not have to be provided for each reception terminal 21. For example, a person in charge may carry a smartphone and visit multiple reception terminals 21 to respond to inquiries.

In the reception processing system 3C according to this exemplary embodiment, the acquisition unit 31 further acquires the processing time for each reception process from at least one of one or more reception terminals 21, and the decision unit 32 refers to the processing time and decides on measures to appropriately execute the reception process. As a result, the reception processing system 3C can perform the reception process more appropriately, and the satisfaction of visitors can be further increased.

Exemplary embodiment 5
A fifth exemplary embodiment of the present invention will be described in detail with reference to the drawings. Note that components having the same functions as those described in the first to fourth exemplary embodiments are denoted by the same reference numerals, and the description thereof will not be repeated.

(Configuration of reception processing system 3D)
A reception processing system 3D according to this exemplary embodiment will be described with reference to the drawings. Fig. 14 is a block diagram showing the configuration of the reception processing system 3D according to this exemplary embodiment.
As shown in FIG. 14, the reception processing system 3D includes an acquisition unit 31, a determination unit 32, a control unit 33, and a storage unit .

Instead of using signage or a contact terminal, the reception processing system 3D transmits congestion information to the visitor terminal 24 via the Internet N. This is a configuration for implementing measures A3 and A6 described in the exemplary embodiment 2.

As mentioned above, this measure can be used when the email address of the visitor's terminal, etc., is registered in advance in the reception processing system 3D. When this measure is decided, the control unit 33 transmits to the visitor's terminal information such as which reception areas are busy, which reception areas are not busy, and the time when the busy reception areas are expected to clear up.

(Display on visitor's terminal)
15 is an example of congestion information displayed on the visitor terminal 24. The name of the event is displayed in a display area 241 of the display surface 240. Furthermore, in a display area 242, the numbers of the crowded entrance gates are displayed as "East 1, East 4, East 5." Furthermore, in a display area 243, the numbers of the less crowded entrance gates are displayed as "East 2, East 3." Furthermore, in a display area 244, "East 4" is displayed as the number of the entrance gate that is expected to be less crowded in 30 minutes. Furthermore, in a display area 245, other information may be displayed.

(Resolving congestion through dialogue)
FIG. 16 is a display example of a visitor terminal showing a method of relieving congestion by dialogue between the reception processing system 3D and the visitor. The reception processing system 3D can provide interactive congestion information guidance, such as a chatbot, using the visitor terminal 24. As shown in FIG. 16, the display surface 240 of the visitor terminal 24 displays the answer of the reception processing system 3D to the question input by the visitor, "Is A3 free?", "A3 is busy right now.", and further displays the answer of the reception processing system 3D to the question input by the visitor, "When do you think it will be free?", "I think it will be free in 30 minutes.". In this way, by dialogue between the reception processing system 3D and the visitor, congestion information and how to deal with it can be provided to the visitor more quickly.

In the reception processing system 3D according to this exemplary embodiment, a configuration is adopted in which the determination unit 32 transmits congestion information to the visitor terminal 24. This allows visitors to obtain congestion information before arriving at reception, and allows them to decide on an entrance gate and entry time to avoid congestion. This has the effect of further increasing visitor satisfaction.

[Software implementation example]
Some or all of the functions of the reception processing devices 1, 1A and the reception processing systems 3, 3A, 3B, 3C, 3D (hereinafter referred to as "reception processing devices 1, etc.") may be realized by hardware such as an integrated circuit (IC chip), or by software.

In the latter case, the reception processing device 1 etc. is realized, for example, by a computer that executes instructions of a program, which is software that realizes each function. An example of such a computer (hereinafter referred to as computer C) is shown in Figure 17. Computer C has at least one processor C1 and at least one memory C2. Memory C2 stores program P for operating computer C as reception processing device 1 etc. In computer C, processor C1 reads and executes program P from memory C2, thereby realizing each function of reception processing device 1 etc.

The processor C1 may be, for example, a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), a DSP (Digital Signal Processor), an MPU (Micro Processing Unit), an FPU (Floating point number Processing Unit), a PPU (Physics Processing Unit), a microcontroller, or a combination of these. The memory C2 may be, for example, a flash memory, an HDD (Hard Disk Drive), an SSD (Solid State Drive), or a combination of these.

The computer C may further include a RAM (Random Access Memory) for expanding the program P during execution and for temporarily storing various data. The computer C may further include a communication interface for transmitting and receiving data to and from other devices. The computer C may further include an input/output interface for connecting input/output devices such as a keyboard, mouse, display, and printer.

The program P can also be recorded on a non-transitory, tangible recording medium M that can be read by the computer C. Such a recording medium M can be, for example, a tape, a disk, a card, a semiconductor memory, or a programmable logic circuit. The computer C can obtain the program P via such a recording medium M. The program P can also be transmitted via a transmission medium. Such a transmission medium can be, for example, a communications network or broadcast waves. The computer C can also obtain the program P via such a transmission medium.

[Additional Note 1]
The present invention is not limited to the above-described embodiment, and various modifications are possible within the scope of the claims. For example, embodiments obtained by appropriately combining the technical means disclosed in the above-described embodiment are also included in the technical scope of the present invention.

[Additional Note 2]
Some or all of the above-described embodiments can be described as follows. However, the present invention is not limited to the following described aspects.

(Appendix 1)
A reception processing system comprising one or more reception terminals, an acquisition means for acquiring processing count information indicating the number of processing cases per unit time from the one or more reception terminals, a decision means for determining which action to take by referring to the processing count information, and a control means for either executing the action decided by the decision means or outputting action information indicating the action decided by the decision means.

According to the above configuration, when the reception terminal processes visitors' reception, the reception process can be performed in a way that increases the satisfaction of the visitors.

(Appendix 2)
The reception processing system described in Appendix 1, characterized in that the decision means refers to the number of processed cases information and decides on measures to alleviate congestion at at least one of the one or more reception terminals.

The above configuration makes it possible to increase visitor satisfaction by alleviating congestion at the reception desk by referring to the transaction volume information.

(Appendix 3)
The reception processing system described in Appendix 2 is characterized in that, when the number of transactions per hour at one of the reception terminals becomes greater than a predetermined first numerical value, the decision means includes, among the measures to be executed, a measure to guide visitors to a reception terminal other than the one reception terminal.

The above configuration allows visitors to be guided to reception terminals other than the crowded reception terminals, thereby increasing visitor satisfaction.

(Appendix 4)
The reception processing system of any one of appendices 1 to 3, characterized in that the decision means refers to the processing count information to derive a rate of change in the number of processing cases per hour for each reception terminal, and refers to the rate of change to decide measures to alleviate congestion at at least one of the one or more reception terminals.

The above configuration makes it possible to increase visitor satisfaction by alleviating congestion at the reception desk by referring to the rate of change in the number of cases processed per hour.

(Appendix 5)
The reception processing system described in Appendix 4, characterized in that the decision means includes, in the measures to be executed, a measure to guide visitors to a reception terminal other than the one reception terminal when the change rate at one of the reception terminals becomes smaller than a predetermined second numerical value.

According to the above configuration, when the rate of change becomes smaller than a predetermined second numerical value, the visitor's satisfaction can be increased by directing the visitor to a reception terminal other than the one reception terminal.

(Appendix 6)
The reception processing system described in Appendix 4 or 5, characterized in that the decision means includes, in the measures to be executed, measures to guide visitors to reception terminals other than the one reception terminal when the rate of change at one of the reception terminals is changing so that the number of transactions per hour is gradually increasing.

According to the above configuration, when the number of transactions per hour is gradually increasing, visitor satisfaction can be increased by directing visitors to reception terminals other than the one reception terminal in question.

(Appendix 7)
The reception processing system described in any one of Appendices 1 to 6, characterized in that the decision means refers to the number of processed cases information to predict the future degree of congestion at each reception terminal, and determines the measure to be taken based on the predicted degree of congestion.

The above configuration makes it possible to increase visitor satisfaction by predicting the future degree of congestion at each reception terminal and determining the measures to be implemented based on the predicted degree of congestion.

(Appendix 8)
The reception processing system described in Appendix 7, wherein the decision means refers to the predicted degree of congestion and decides on a measure to notify visitors gathering at at least one of the one or more reception terminals of the time when congestion is expected to ease, and includes the decided measure in the measures to be executed.

The above configuration increases visitor satisfaction by informing visitors of the time when congestion is expected to ease.

(Appendix 9)
The reception processing system described in any one of Appendices 1 to 8, characterized in that the acquisition means further acquires the processing time for each reception process from at least one of the one or more reception terminals, and the decision means refers to the processing time to decide on a measure to appropriately execute the reception process.

The above configuration allows for increased visitor satisfaction by keeping reception processing times appropriate.

(Appendix 10)
The reception processing system described in Appendix 9, characterized in that the decision means includes, among the measures to be executed, a measure recommending checking whether the reception processing at a certain reception terminal is being executed properly when the average processing time for the reception processing at the certain reception terminal is smaller than a predetermined third numerical value.

The above configuration allows for visitor satisfaction to be increased by checking whether any problems have occurred when the reception processing time is shorter than usual.

(Appendix 11)
The reception processing system described in Appendix 9 or 10, characterized in that the decision means includes, in the measures to be executed, a measure recommending increasing the number of reception staff at a certain reception terminal when the average processing time for the reception processing at the certain reception terminal is greater than a predetermined fourth numerical value.

According to the above configuration, by increasing the number of reception staff when reception processing times are longer than usual, visitor satisfaction can be increased.

(Appendix 12)
A reception processing device characterized by comprising: an acquisition means for acquiring processing count information indicating the number of processing cases per unit time from one or more reception terminals; a decision means for determining which action to take by referring to the processing count information; and a control means for either executing the action decided by the decision means or outputting action information indicating the action decided by the decision means.

According to the above configuration, when the reception terminal processes visitors' reception, the reception process can be performed in a way that increases the satisfaction of the visitors.

(Appendix 13)
A reception processing method including at least one processor acquiring, from one or more reception terminals, processing count information indicating the number of processing cases per unit time, determining a measure to be taken by referring to the processing count information, and either executing the determined measure or outputting measure information indicating the determined measure.

According to the above configuration, when the reception terminal processes visitors' reception, the reception process can be performed in a way that increases the satisfaction of the visitors.

(Appendix 14)
A reception processing program for causing a computer to execute an acquisition process for acquiring processing count information indicating the number of processing cases per unit time from one or more reception terminals, a decision process for determining which action to take by referring to the processing count information, and a process for either executing the decided action or outputting action information indicating the decided action.

[Additional Note 3]
A part or all of the above-described embodiments can be further expressed as follows.
A reception processing device having at least one processor, which executes an acquisition process for acquiring processing count information indicating the number of processing cases per unit time from one or more reception terminals, a decision process for determining the action to be taken by referring to the processing count information, and an output process for either executing the decided action or outputting action information indicating the decided action.

The reception processing device may further include a memory, and the memory may store a program for causing the processor to execute the acquisition process, the determination process, and the output process. The program may also be recorded on a computer-readable, non-transitory, tangible recording medium.

REFERENCE SIGNS LIST 1, 1A... Reception processing device 3, 3A, 3B, 3C, 3D... Reception processing system 11, 31... Acquisition unit 12, 32... Determination unit 13, 33, 41... Control unit 14... Memory 15, 43... Communication unit 21... Reception terminal 22... Signage 23... Contact terminal 24... Visitor terminal 34... Storage unit 42... Reception unit

Claims (15)

One or more reception terminals;
an acquisition means for acquiring transaction number information indicating the number of transactions per unit time from the one or more reception terminals;
A decision means for deciding a measure to be taken by referring to the information on the number of processed cases;
a control means for executing the measure determined by the determination means or outputting measure information indicating the measure determined by the determination means ;
The determining means includes a measure regarding a change in the time limit for entry in the measures to be executed based on the information on the number of processed cases.
A reception processing system comprising: The time limit for admission indicates the time limit from ticket issuance to admission.
2. The reception processing system according to claim 1. the decision means, when the processed number information indicates the occurrence of congestion, includes a measure regarding extension of the time limit on entry in the measures to be executed;
When the information on the number of processed cases indicates that congestion has been alleviated, a measure to reset the entry limit time to an initial value is included in the measures to be executed.
2. The reception processing system according to claim 1. the decision means refers to the transaction number information and decides on a measure to relieve congestion at at least one of the one or more reception terminals.
4. The reception processing system according to claim 1 , wherein the reception processing system is a reception processing system for receiving a call from a callee . When the number of transactions per hour at one of the reception terminals becomes greater than a predetermined first value, the determination means
5. The reception processing system according to claim 4 , wherein the measures to be executed include a measure for directing visitors to a reception terminal other than the one reception terminal. The determining means is
deriving a rate of change in the number of transactions per hour for each of the reception terminals by referring to the transaction number information;
determining a measure to alleviate congestion at at least one of the one or more reception terminals by referring to the rate of change;
6. The reception processing system according to claim 1, wherein the reception processing system comprises: The determining means is
When the rate of change in one of the receiving terminals becomes smaller than a second predetermined value,
7. The reception processing system according to claim 6 , wherein the measures to be executed include a measure for directing visitors to a reception terminal other than the one reception terminal. The determining means is
When the rate of change in one of the reception terminals is changing so that the number of transactions per hour is gradually increasing,
8. The reception processing system according to claim 6 , wherein the measures to be executed include a measure for guiding visitors to a reception terminal other than the one reception terminal. The acquiring means further acquires a processing time of each reception process from at least one of the one or more reception terminals,
The determining means is
determining a measure for appropriately executing the reception process by referring to the processing time;
9. The reception processing system according to claim 1, The determining means is
When the average processing time of a reception process of a certain reception terminal is smaller than a third predetermined value,
10. The reception processing system according to claim 9 , wherein the measures to be taken include a measure that recommends checking whether the reception processing at the certain reception terminal is being performed appropriately. At least one processor
Acquiring transaction count information indicating the number of transactions per unit time from one or more reception terminals;
determining a measure to be implemented by referring to the information on the number of processed cases, and including a measure regarding a change in the time limit for entry in the measures to be implemented based on the information on the number of processed cases ;
A reception processing method which executes the determined measure or outputs measure information indicating the determined measure. On the computer,
an acquisition process of acquiring transaction count information indicating the number of transactions per unit time from one or more reception terminals;
a decision process for deciding a measure to be executed by referring to the information on the number of processed cases, the decision process including a measure regarding a change in the time limit for entry in the measures to be executed based on the information on the number of processed cases ;
and a reception processing program for executing a process of implementing the determined measure or outputting measure information indicating the determined measure. One or more reception terminals;
an acquisition means for acquiring transaction number information indicating the number of transactions per unit time from the one or more reception terminals;
A decision means for deciding a measure to be taken by referring to the information on the number of processed cases;
a control means for executing the measure determined by the determination means or outputting measure information indicating the measure determined by the determination means;
Equipped with
The acquiring means further acquires a processing time of each reception process from at least one of the one or more reception terminals,
The decision means refers to the processing time to decide a measure for appropriately executing the reception process, and when the average processing time of the reception process of a certain reception terminal is smaller than a third predetermined numerical value, includes in the measures to be executed a measure recommending checking whether the reception process of the certain reception terminal is being appropriately executed.
A reception processing system comprising: At least one processor
Acquiring transaction count information indicating the number of transactions per unit time from one or more reception terminals;
Deciding on a measure to be taken by referring to the information on the number of processed cases;
Implementing the determined measure or outputting measure information indicating the determined measure.
A reception processing method for executing the above,
In the acquiring, the processor further acquires a processing time of the reception process for each case from at least one of the one or more reception terminals;
In the determining, the processor further determines measures for appropriately executing the reception process by referring to the processing time, and when the average processing time of the reception process of a certain reception terminal is smaller than a third predetermined numerical value, includes in the measures to be executed a measure recommending that the reception process of the certain reception terminal be checked to see if it is being appropriately executed.
A reception processing method including the steps of: On the computer,
an acquisition process of acquiring transaction count information indicating the number of transactions per unit time from one or more reception terminals;
A decision process for deciding a measure to be taken by referring to the information on the number of processed cases;
A process of executing the determined measure or outputting measure information indicating the determined measure.
A reception processing program for executing
In the acquisition process, a processing time of the reception process for each case is further acquired from at least one of the one or more reception terminals;
In the determination process, a measure for appropriately executing the reception process is determined by referring to the processing time, and when the average processing time of the reception process of a certain reception terminal is smaller than a third predetermined numerical value, a measure for recommending checking whether the reception process of the certain reception terminal is being appropriately executed is included in the measures to be executed.
A reception processing program for executing the above.

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