Information kiosk system by cooperation between agents and experts using situation adaptive scenarios

Recently, in Japanese convenience stores, kiosk terminals have started providing customers with travel and ticket sales services with operators by phone. However, these systems have many problems: customers often make mistakes in operating kiosk systems and in calling experts, and children often play with the terminal and make unnecessary calls to experts. We propose an information kiosk system where service providers can control the telecommunication channels by the cooperation between agents and experts. This system uses three kinds of agents: a kiosk agent, a manager agent and an expert agent. Our proposed system allows experts to effectively and politely deal with customers in a timely manner. We designed the structure of a prototype system based on this proposal, and we clarified problems for the implementation of this system.