Customer serving control system, customer serving system and computer-readable medium

A customer serving control system comprising:

• a customer information acquiring unit that acquires customer information which is information about a customer that can be served by a customer serving apparatus;
• a presentation control unit that causes the customer information to be presented to a first operator;
• a serving information generating unit that generates, based on operation of the first operator, first serving information indicative of a serving content according to which the customer serving apparatus should serve the customer;
• a serving control unit that causes the first operator to serve the customer through the customer serving apparatus by instructing the customer serving apparatus to serve the customer based on the first serving information;
• an operator emotion identifying unit that identifies an emotion of the first operator;
• and
• a serving determining unit that determines, based on an emotion of the first operator, whether or not to maintain a state where the first operator is serving the customer through the customer serving apparatus, wherein the customer serving apparatus can be in a first state where it autonomously communicates with a customer and in a second state where it communicates with a customer based on serving information based on operation of an operator,
• the serving information generating unit generates as the first serving information utterance text data indicative of a content of utterance by the first operator based on sound data of the first operator, and
• the serving control unit transmits the utterance text data to the customer serving apparatus and causes the customer serving apparatus to utter the utterance text data.

A computer-readable medium having a program stored thereon, the program causing a computer to perform procedures of:

• acquiring customer information which is information about a customer that can be served by a customer serving apparatus that can be in a first state where it autonomously communicates with a customer and in a second state where it communicates with a customer based on serving information based on operation of an operator;
• causing the customer information to be presented to a first operator;
• generating, based on operation of the first operator, first serving information indicative of a serving content according to which the customer serving apparatus should serve the customer;
• causing the first operator to serve the customer through the customer serving apparatus by instructing the customer serving apparatus to serve the customer based on the first serving information;
• identifying an emotion of the first operator;
• determining, based on an emotion of the first operator, whether or not to maintain a state where the first operator is serving the customer through the customer serving apparatus;
• notifying an operator of serving history information indicative of a content according to which the customer serving apparatus autonomously served the customer when it is in the first state, if the customer serving apparatus makes a transition from the first state to the second state;
• identifying a type and intensity of an emotion of a customer being served by the customer serving apparatus, based on a state of a customer detected by the customer serving apparatus;
• and
• causing the customer serving apparatus to make a transition from the first state to the second state if an intensity exceeding a predetermined value is identified about a predetermined type of emotion by the customer emotion identifying unit.