Remote customer dealing system and remote customer dealing method

Abstract

To remotely dealing with customers while reducing customers' labor and suppressing sales opportunity loss.SOLUTION: A remote customer dealing system holds condition information indicating a condition regarding a detection value obtained by a sensor that detects motion of a customer with respect to a production arranged in a facility, and shop staff information indicating a shop in which staff who can deal with a customer for the product is arranged, acquires a detection value obtained by the sensor, creates a customer dealing request when determining that the acquired detection value satisfies the condition, transmits the customer dealing request to a computer arranged in the shop indicated by the shop staff information, and performs remote communication between the computer having received the customer dealing request and a computer arranged in the facility.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to a remote customer service system and a remote customer service method. [Background technology]

[0002] Background art of this technical field is JP 2019-79269 A (Patent Document 1). This publication states that "the remote customer service program causes a computer to execute a process for accepting, from a customer's terminal, input or selection of information for identifying a product and information for identifying an area in which the product is planned to be used. The remote customer service program causes a computer to execute a process for identifying a salesperson related to the area who handles the product. In addition, the remote customer service program causes a computer to execute a process for communication between the terminal of the selected salesperson and the customer's terminal" (see abstract). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2019-79269 A Summary of the Invention [Problem to be solved by the invention]

[0004] The technology described in Patent Document 1 requires the customer to input information about the product he or she is interested in into a terminal or to select something, which causes trouble for the customer. Also, in the technology described in Patent Document 1, if a customer picks up a product he or she is interested in does not input information into a terminal or select something because he or she does not want to go through the trouble, a salesperson at a store in a remote location will not begin serving the customer, which may result in a loss of sales opportunities.

[0005] Therefore, one aspect of the present invention is to realize remote customer service that reduces the effort required of customers and suppresses loss of sales opportunities. [Means for solving the problem]

[0006] In order to solve the above problem, one aspect of the present invention employs the following configuration: The remote customer service system includes a sensor processing unit that holds condition information indicating conditions related to a detection value by a sensor that detects a customer's behavior with respect to a product arranged in a facility and store clerk information indicating a store where a store clerk capable of serving customers with respect to the product is arranged, acquires the detection value by the sensor, and generates a customer service request when it is determined that the acquired detection value satisfies the condition, a customer service management unit that transmits the customer service request to a computer arranged in the store indicated by the store clerk information, and a remote communication unit that executes remote communication between a computer that receives the customer service request and a computer arranged in the facility. Effect of the Invention

[0007] According to one aspect of the present invention, it is possible to realize remote customer service that reduces the effort required of customers and suppresses loss of sales opportunities.

[0008] Problems, configurations and effects other than those described above will become apparent from the following description of the embodiments. [Brief description of the drawings]

[0009] [Figure 1] 1 is a block diagram showing a configuration example of a remote customer service system according to a first embodiment. [Diagram 2] 3 is a block diagram showing a configuration example of a customer service management server according to the first embodiment. FIG. [Diagram 3] FIG. 2 is a block diagram showing a configuration example of a terminal in the first embodiment. [Figure 4] FIG. 2 is a block diagram showing a configuration example of a robot in the first embodiment. [Diagram 5] FIG. 11 is a diagram illustrating an example of a data configuration of a store clerk management table in the first embodiment. [Figure 6] 13 is a diagram illustrating an example of a data configuration of a customer service request condition management table in the first embodiment. FIG. [Figure 7] FIG. 13 is a diagram illustrating an example of a data configuration of a sample product management table in the first embodiment. [Figure 8] FIG. 11 is a diagram illustrating an example of a data configuration of a store clerk image table in the first embodiment. [Figure 9] FIG. 2 is a sequence diagram showing an example of an overall process of the remote customer service system in the first embodiment. [Figure 10] FIG. 2 is a sequence diagram showing an example of an overall process of the remote customer service system in the first embodiment. [Figure 11] 11 is a flowchart illustrating an example of detailed processing by the terminal in the first embodiment. [Figure 12] 10 is a flowchart showing an example of detailed processing by the customer service management server in the first embodiment. [Figure 13] 10 is a flowchart showing an example of detailed processing by the robot in the first embodiment. [Figure 14] FIG. 13 is a diagram showing an example of a screen configuration of a store clerk waiting status screen in the first embodiment. [Figure 15] FIG. 13 is a diagram showing an example of a screen configuration of a service request screen in the first embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings. In this embodiment, the same components are generally designated by the same reference numerals, and repeated explanations are omitted. Note that this embodiment is merely an example for realizing the present invention, and does not limit the technical scope of the present invention. EXAMPLES

[0011] FIG. 1 is a block diagram showing an example of the configuration of a remote customer service system. In this embodiment, an exhibiting company has one or more stores (two stores, Store A and Store B, in this embodiment) where sales staff are stationed. Furthermore, in this embodiment, the exhibiting company places sample products in one or more facilities (one commercial facility in this embodiment) that are different from the one or more stores and do not have sales staff but where sales staff stationed in the one or more stores can provide remote customer service. In other words, the sales staff at Store A and Store B explain the products face-to-face to customers who visit the stores, and also provide remote customer service to customers who visit the commercial facility.

[0012] The remote customer service system includes, for example, a customer service management server 1, a terminal 2, a robot 3a, a robot 3b, a sensor 11a, a sensor 11b, a sample product 12a, and a sample product 12b. The customer service management server 1, the terminal 2, the robot 3a, and the robot 3b are connected to each other via a network 5 such as the Internet.

[0013] The customer service management server 1 performs an intermediary process for remote customer service between a customer in a commercial facility where the terminal 2 is installed and a store clerk in a store where the robot 3a or robot 3b is installed.

[0014] The commercial facility is provided with a terminal 2, a sensor 11a, a sensor 11b, a sample product 12a, and a sample product 12b. Although it is sufficient that the commercial facility is provided with one or more sample products and sensors corresponding to the one or more sample products, this embodiment describes an example in which two sample products and two sensors are provided.

[0015] The sensor 11a is a sensor for detecting information for inferring whether a customer in the commercial facility has acted in a manner that indicates a desire to receive an explanation about the sample product 12a. Similarly, the sensor 11b is a sensor for detecting information for inferring whether a customer in the commercial facility has acted in a manner that indicates a desire to receive an explanation about the sample product 12b. Robots are arranged in each store. In this embodiment, it is assumed that a robot 3a is arranged in store A, and a robot 3b is arranged in store B.

[0016] When the terminal 2 infers that a customer in the commercial facility has acted in a way that makes the customer wish to receive an explanation about the sample product 12a or sample product 12b, it transmits a customer service request to the robot 3a and / or robot 3b via the customer service management server 1, and using the terminal 2 and the robot 3a or robot 3b, remote customer service is realized between the customer in the commercial facility and a store clerk in the store where the robot 3a or robot 3b is located.

[0017] 2 is a block diagram showing an example of the configuration of the customer service management server 1. The customer service management server 1 is configured by a computer having, for example, a CPU (Central Processing Unit) 101, a memory 102, an auxiliary storage device 103, a communication device 104, an input device 105, and an output device 106.

[0018] The CPU 101 includes a processor and executes programs stored in the memory 102. The memory 102 includes a ROM (Read Only Memory), which is a non-volatile storage element, and a RAM (Random Access Memory), which is a volatile storage element. The ROM stores immutable programs (e.g., a Basic Input / Output System (BIOS)). The RAM is a high-speed, volatile storage element such as a DRAM (Dynamic Random Access Memory), and temporarily stores programs executed by the CPU 101 and data used when the programs are executed.

[0019] The auxiliary storage device 103 is a large-capacity non-volatile storage device such as a magnetic storage device (HDD (Hard Disk Drive)) or a flash memory (SSD (Solid State Drive)), and stores programs executed by the CPU 101 and data used when the programs are executed. That is, the programs are read from the auxiliary storage device 103, loaded into the memory 102, and executed by the CPU 101.

[0020] The input device 105 is a device such as a keyboard or a mouse that receives input from an operator. The output device 106 is a device such as a display device or a printer that outputs the results of program execution in a format that can be viewed by the operator.

[0021] The communication device 104 is a network interface device that controls communication with other devices according to a predetermined protocol. The communication device 104 may also include a serial interface such as a Universal Serial Bus (USB).

[0022] Some or all of the programs executed by CPU 101 may be provided to customer service management server 1 via a network from a removable medium (CD-ROM, flash memory, etc.) that is a non-transitory storage medium, or from an external computer equipped with a non-transitory storage device, and stored in non-volatile auxiliary storage device 103 that is a non-transitory storage medium. For this reason, customer service management server 1 should have an interface for reading data from removable media. The same applies to terminal 2, robot 3a, and robot 3b.

[0023] The customer service management server 1 is a computer system that is configured on one physical computer or on multiple logically or physically configured computers, and may operate in separate threads on the same computer, or may operate on a virtual computer constructed on multiple physical computer resources. The same applies to the terminal 2, the robot 3a, and the robot 3b.

[0024] The CPU 101 includes, for example, a customer service management unit 111. The customer service management unit 111 controls processing for executing remote customer service between the terminal 2 and the robot 3a and the robot 3b.

[0025] For example, the CPU 101 functions as a customer service management unit 111 by operating according to a customer service program loaded into the memory 102. The relationship between the programs and the functional units is similar for a CPU 201 (to be described later) of the terminal 2 and a CPU 301 (to be described later) of the robot 3a and the robot 3b.

[0026] In addition, some or all of the functions of the functional units included in CPU 101, CPU 201 of terminal 2, and CPU 301 of robot 3a and robot 3b may be realized by hardware such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field-Programmable Gate Array).

[0027] The auxiliary storage device 103 stores, for example, a sales clerk management table 121. The sales clerk management table 121 stores information indicating products that sales clerks at each store can explain and their skills in explaining (customer service to) the products.

[0028] In addition, some or all of the information stored in the auxiliary storage device 103, the auxiliary storage device 203 of the terminal 2 described below, and the auxiliary storage device 303 of the robots 3a and 3b described below may be stored in the memory 102, memory 202, and memory 302, respectively, or may be stored in an external database.

[0029] In this embodiment, the information used by the remote customer service system does not depend on the data structure and may be expressed in any data structure. In this embodiment, the information is expressed in a table format, but the information can be stored in any data structure appropriately selected from a list, a database, or a queue.

[0030] 3 is a block diagram showing an example of the configuration of the terminal 2. The terminal 2 is configured by a computer having a CPU 201, a memory 202, an auxiliary storage device 203, a communication device 204, an input device 205, and an output device 206, for example.

[0031] Description of the hardware of the CPU 201, memory 202, auxiliary storage device 203, communication device 204, input device 205, and output device 206 will be omitted because they are similar to the hardware description of the CPU 101, memory 102, auxiliary storage device 103, communication device 104, input device 105, and output device 106. Note that the input device 205 may further include a camera and a microphone, etc., and the output device 206 may further include a speaker, etc., so that customers at the commercial facility can be served remotely.

[0032] The CPU 201 includes, for example, a sensor input processing unit 211 and a remote communication unit 212. The sensor input processing unit 211 infers whether a customer in the commercial facility has behaved to request an explanation of the sample products 12a and 12b (requests customer service) based on the detection values ​​of the sensors 11a and 11b. The remote communication unit 212 executes processing to realize remote communication with a store clerk using the robots 3a and 3b.

[0033] The auxiliary storage device 203 stores, for example, a customer service request condition management table 221 and a sample product management table 222. The customer service request condition management table 221 stores information indicating customer service request conditions (for example, conditions for determining that a customer in a commercial facility has acted in a manner that indicates a desire to receive an explanation of the sample products 12a and the sample products 12b). The sample product management table 222 stores information for managing sample products arranged in the commercial facility and sensors corresponding to the sample products.

[0034] FIG. 4 is a block diagram showing a configuration example of the robot 3a. The configuration example of the robot 3b is similar to the configuration example of the robot 3a, so the description will be omitted. The robot 3a includes, for example, a mechanism as a computer having a CPU 301, a memory 302, an auxiliary storage device 303, a communication device 304, an input device 305, and an output device 306, and a moving mechanism 307. The description of the hardware of the CPU 301, the memory 302, the auxiliary storage device 303, the communication device 304, the input device 305, and the output device 306 is omitted because it is similar to the description of the hardware of the CPU 101, the memory 102, the auxiliary storage device 103, the communication device 104, the input device 105, and the output device 106. Note that the input device 305 may further include a camera and a microphone, etc., and the output device 306 may further include a speaker, etc., so that a store clerk can serve customers remotely. The camera is also used for recognizing the store clerk, which will be described later.

[0035] The CPU 301 includes, for example, a service request processing unit 311, a movement control unit 312, and a remote communication unit 313. The service request processing unit 311 executes processing for a service request and a store clerk waiting notification, which will be described later. The movement control unit 312 executes processing to control the movement mechanism 307 in order to move the robot 3a. The remote communication unit 313 executes processing to realize remote communication with customers of the commercial facility who use the terminal 2.

[0036] The auxiliary storage device 303 holds, for example, a store clerk image table 321. The store clerk image table 321 holds information showing images of store clerks who work at the store where the robot is placed. The movement mechanism 307 includes, for example, a mechanism for moving the robot 3a, such as wheels, crawlers, or a motor.

[0037] 5 is a diagram showing an example of the data configuration of the sales clerk management table 121. The sales clerk management table 121 includes, for example, a store ID column 1211, a sales clerk ID column 1212, an explainable product ID column 1213, and a skill column 1214. The store ID column 1211 holds a store ID that identifies a store. The sales clerk ID column 1212 holds a sales clerk ID that identifies a sales clerk. The explainable product ID column 1213 holds a product ID that can be explained by the sales clerk of the store. The skill column 1214 holds an index value indicating the skill (e.g., explanation skill) that the sales clerk of the store has with respect to the explainable product.

[0038] 6 is a diagram showing an example of the data configuration of the service request condition management table 221. The service request condition management table 221 includes, for example, a time column 2211 and a number of reaching columns 2212. The time column 2211 indicates a condition related to the time for a service request to be transmitted. The number of reaching columns 2212 indicates a condition related to the number of times a customer reaches for a sample product for a service request to be transmitted. For example, if the sensors 11a and 11b are cameras, the sensor input processing unit 211 can use images captured by the cameras to determine the time and number of times the customer reaches for the sample products 12a and 12b. Furthermore, for example, if the sensors 11a and 11b are 3D LiDAR (Light Detection And Ranging) sensors, the sensor input processing unit 211 can use the detection results of a passing object in front of the shelf on which the sample products 12a and 12b are placed by the 3D LiDAR sensor to determine the time and number of times that the customer reached out for the sample products 12a and 12b.

[0039] 6, the condition for sending a service request is indicated as a condition that a customer reaches for a sample product three times within 10 seconds. The service request condition management table 221 may further include a product ID column for the sample product, that is, the conditions may be defined for each product ID in the service request condition management table 221.

[0040] In addition, in the example of Figure 6, the customer service request condition management table 221 shows a condition related to time and a condition related to the number of times of reaching, but only one of the conditions related to time or the number of times of reaching may be used (for example, a customer holds the sample product in their hand for more than 3 seconds, or the customer reaches for the sample product), or there may be a condition based on an indicator other than time or the number of times of reaching (for example, a customer in a commercial facility inputs information identifying the sample product they would like an explanation of (for example, a product ID) into the input device 205 of the terminal 2).

[0041] 7 is a diagram showing an example of the data configuration of the sample product management table 222. The sample product management table 222 includes, for example, a product ID column 2221 and a sensor ID column 2222. The product ID column 2221 holds the product IDs of sample products placed in the commercial facility. The sensor ID column 2222 holds the sensor IDs of the sensors corresponding to the sample products (i.e., sensors that detect the actions of customers that trigger a request for service for the sample products).

[0042] 8 is a diagram showing an example of the data configuration of clerk image table 321. Clerk image table 321 includes, for example, a clerk ID column 3211 and an image column 3212. Clerk ID column 3211 holds the clerk ID of a clerk at a store in which a robot that holds this clerk image table 321 is installed. Image column 3212 holds image data of the face, etc. of this clerk.

[0043] Figures 9 and 10 are sequence diagrams showing an example of the overall processing of the remote customer service system. Figure 9 explains an example where a wait for a store clerk state does not occur, and Figure 10 explains an example where a wait for a store clerk state occurs. Note that Figures 9 and 10 explain an overview of the overall processing (with some processing omitted), and detailed processing by each device will be explained using Figures 10 to 12. First, Figure 9 will be explained.

[0044] The sensor input processing unit 211 of the terminal 2 detects that a customer service request condition has been satisfied in the commercial facility in which the terminal 2 is installed (S201). The sensor input processing unit 211 transmits a customer service request to the customer service management server 1 (S202). The customer service management unit 111 of the customer service management server 1 is started (S203), and the customer service management unit 111 selects a robot to transmit the customer service request (i.e., a robot arranged in a store in which a clerk having the ability to provide remote customer service is present) (in the example of FIG. 9, it is assumed that at least the robot 3a has been selected), and transmits the customer service request to the selected robot (S204).

[0045] The service request processor 311 of the robot 3a that received the service request executes the service request process (S205). In the example of Fig. 9, it is assumed that the store A where the robot 3a is located has a salesperson who can remotely serve customers in the commercial facility. The service request processor 311 of the robot 3a sends a service OK response to the customer service management server 1 (S206).

[0046] The customer service management unit 111 of the customer service management server 1 transmits the received customer service OK response to the terminal 2 that transmitted the customer service request (S207). The robot 3a that transmitted the customer service OK response starts the remote communication unit 313 (S208), and the remote communication unit 313 transmits a remote communication start request message to the terminal 2 that transmitted the customer service request (S209).

[0047] The terminal 2 that has received the remote communication start request message starts the remote communication unit 212 (S210) and transmits a remote communication OK response to the robot 3a that transmitted the remote communication start request message (S211). After that, remote customer service is performed using the terminal 2 and the robot 3a. Upon completion of the remote customer service, the remote communication unit 212 of the terminal 2 is terminated (S212), and the remote communication unit 313 of the robot 3a is terminated (S213).

[0048] Next, Fig. 10 will be described. First, the processes of steps S201 to S205 are performed. In the example of Fig. 10, it is assumed that the customer service management unit 111 has selected the robots 3a and 3b as the robots that will transmit the customer service request (i.e., the robots that are located in a store where a clerk capable of remote customer service is present). Furthermore, it is assumed that the customer service management unit 111 has determined that the robot 3a has a higher priority for transmitting a customer service request than the robot 3b, and therefore has transmitted the customer service request to the robot 3a first.

[0049] 10, the customer service request processing unit 311 of the robot 3a determines that the store staff capable of remote customer service in the store A where the robot 3a is located is not available to serve customers (for example, because they are serving a customer in the store A), and therefore transmits a customer service refusal response to the customer service management server 1 (S236). The customer service management unit 111 of the customer service management server 1, which has received the customer service refusal response from the robot 3a, transmits a customer service request to the robot 3b, which has the next highest priority after the robot 3a (S237).

[0050] The service request processing unit 311 of the robot 3b that has received the service request executes the service request processing (S238). The service request processing in step S238 is similar to the service request processing in step S205. In the example of Fig. 10, the service request processing unit 311 of the robot 3b determines that the store staff capable of remote customer service in the store B where the robot 3b is located is not available to serve customers (for example, because they are serving a customer in the store B), and therefore transmits a service NG response to the customer service management server 1 (S239).

[0051] The customer service management unit 111, having received customer service refusal responses from all selected robots, sends a wait-for-staff notification to the robot 3a, which has the highest priority (S240). The service request processing unit 311 and movement control unit 312 of the robot 3a that received the wait-for-staff notification execute processing for the wait-for-staff state (S241). The service request processing unit 311 of the robot 3a that executed processing for the wait-for-staff state sends a wait-for-staff OK response to the customer service management server 1 (S242). The customer service management unit 111 of the customer service management server 1 that received the wait-for-staff OK response sends a wait-for-staff notification to the terminal 2 that sent the customer service request (S243).

[0052] When the service request processing unit 311 of the robot 3a that transmitted the store clerk waiting OK response recognizes that a store clerk capable of remote service has become available to serve the customer in the store A, the robot 3a activates the remote communication unit 313 (S244). After that, the processes of steps S209 to S213 are executed.

[0053] 11 is a flowchart showing an example of detailed processing by the terminal 2. The sensor input processing unit 211 receives sensor values ​​from the sensors 11a and 11b, and determines that the sensor value of at least one of the sensors 11a and 11b satisfies the condition indicated in the service request condition management table 221 (S301). Specifically, the sensor input processing unit 211 determines, based on the received sensor values, that the number of times of hand stretching indicated in the service request condition management table 221 has been performed within the time indicated in the service request condition management table 221. The processing in step S301 corresponds to the processing in step S201.

[0054] The sensor input processing unit 211 refers to the sample product management table 222 to identify the product ID of the sample product corresponding to the sensor that detected the sensor value that satisfies the condition indicated in the service request condition management table 221, and transmits a service request including the identified product ID and the commercial facility ID to the customer service management server 1 (S302). It is assumed that the commercial facility ID is registered in advance in the terminal 2. The processing of step S302 corresponds to the processing of step S202.

[0055] The sensor input processing unit 211 determines whether a remote communication start request message has been received from any robot (S303). When the sensor input processing unit 211 determines that a remote communication start request message has been received from any robot (S303: Yes), the remote communication unit 212 starts up (S304). The process of step S304 corresponds to the process of step S210.

[0056] The remote communication unit 212 transmits a remote communication OK response to the robot that transmitted the remote communication start request message (S305). The process of step S305 corresponds to the process of step S211. The remote communication unit 212 executes a remote communication process (S306). Specifically, for example, the remote communication unit 212 controls the camera and microphone included in the input device 205 and the speaker and the like included in the output device 206 to realize a videophone function or the like between the store clerk using the robot and the customer using the terminal 2, thereby realizing the remote communication.

[0057] Upon completion of the customer service, the remote communication unit 212 is shut down (S307), and the processing by the terminal 2 is terminated. This may be triggered, for example, by a customer in a commercial facility inputting an instruction to end customer service using the input device 205 of the terminal 2, or by a salesperson at the store where the robot is located inputting an instruction to end customer service using the input device 305 of the robot. The processing of step S307 corresponds to the processing of step S212.

[0058] If the sensor input processing unit 211 determines that it has not received a remote communication start request message from any robot (S303: No), it determines whether it has received a store clerk waiting notice from any robot (S308). If the sensor input processing unit 211 determines that it has not received a store clerk waiting notice from any robot (S308: No), it returns to step S303.

[0059] When the sensor input processing unit 211 determines that a store clerk waiting notification has been received from any of the robots (S308: Yes), it displays a store clerk waiting status screen on the display included in the output device 206 (S309), and returns to step S303. For example, the store clerk waiting status screen displays a message indicating that a store clerk at a remote store is available to explain (serve) a sample product that a customer at a commercial facility has picked up, or a message indicating that the store clerk is currently serving a customer and the customer should wait to be served.

[0060] 12 is a flowchart showing an example of detailed processing by the customer service management server 1. When the customer service management server 1 receives a customer service request from the terminal 2, it activates the customer service management unit 111 (S401). The customer service management unit 111 obtains a record that includes the product ID included in the customer service request as an explainable product ID from the store clerk management table 121, and identifies the store ID, store clerk ID, and skills of the store clerk indicated by the record (S402).

[0061] The customer service management unit 111 identifies an unselected clerk from among the clerks identified in step S402, identifies the store ID and clerk ID of the clerk with the highest skill among the unselected clerks, and transmits a customer service request including the clerk ID to the robot provided in the store indicated by the store ID (S403). The process of step S403 corresponds to the process of step S204 and the process of step S237.

[0062] The customer service management unit 111 determines whether a customer service OK response has been received from the robot as a response to the customer service request sent in the most recent step S403 (S404). If the customer service management unit 111 determines that a customer service OK response has been received as the response (S404: Yes), the customer service management unit 111 transmits a customer service OK response to the terminal 2 that sent the customer service request in step S401 (S405), and ends the processing by the customer service management server 1. The processing in step S405 corresponds to the processing in step S207.

[0063] If the customer service management unit 111 determines that the message received as the reply is not a customer service OK response (i.e., a customer service NG response has been received) (S404: No), it determines whether or not there is an unselected clerk among the clerks identified in step S402 (S406). If the customer service management unit 111 determines that there is an unselected clerk (S406: Yes), it returns to step S403.

[0064] If the customer service management unit 111 determines that there is no unselected clerk (S406: No), it identifies the store ID and clerk ID of the clerk with the highest skill among the clerks identified in step S402, and transmits a clerk waiting notification including the clerk ID to the robot installed in the store indicated by the store ID (S407). The process of step S407 corresponds to the process of step S240.

[0065] When the customer service management unit 111 receives a "waiting for a store clerk OK" response from the robot as a reply to the waiting for a store clerk notification, it transmits a waiting for a store clerk notification to the terminal 2 that transmitted the customer service request in step S401 (S408), and terminates the processing by the customer service management server 1. The processing in step S408 corresponds to the processing in step S243.

[0066] It should be noted that the customer service management unit 111 does not need to take skills into consideration in steps S403 and S407. Specifically, for example, in steps S403 and S407, the customer service management unit 111 may randomly select a sales clerk from the sales clerks identified in step S402 (however, in step S403, a further condition of an unselected sales clerk is added).

[0067] In the example of FIG. 12, the customer service management unit 111 performs the selection process on a clerk-by-clerk basis in step S403, but may perform the selection process on a store-by-store basis. Specifically, for example, in step S403, the customer service management unit 111 may identify the store in which the clerk identified in step S402 is located and the number of employees of the identified clerk in the store, select the unselected store with the largest number of employees among the identified stores, and transmit a customer service request including the clerk ID and skill of the clerk identified in step S402 who is employed at the selected store to the robot placed in the selected store. In this case, in step S406, the customer service management unit 111 determines whether there is an unselected store among the identified stores. In this case, the robot that has received the customer service request determines whether the target clerk is serving customers in order of the skill indicated by the customer service request in steps S503 and S504 described later, and transitions to the process of step S511 only if all the target clerks are serving customers.

[0068] In step S407, the customer service management unit 111 may transmit a wait-for-staff notification to the robot located in the store that has the largest number of staff members identified in step S402.

[0069] In step S403, the customer service management unit 111 may transmit a customer service request including the clerk ID and skill of the clerk identified in step S402 to all robots arranged in the store where the clerk identified in step S402 is employed. In this case, the robot that transmits the customer service OK response first serves the customer through remote communication (at this time, if the robot transmits the customer service OK response to other robots, the robot can recognize that remote communication with the other robots is unnecessary). In this case, the robot that receives the customer service request determines whether the target clerk is serving the customer in descending order of skill indicated by the customer service request in steps S503 and S504 described later, and transitions to the process of step S511 only if all the target clerks are serving the customer.

[0070] In step S403, the customer service management unit 111 may send a staff member waiting notification including the staff member ID of the staff member with the highest skill among the staff members identified in step S402 to all robots located in the store where the staff member identified in step S402 is employed. In this case, the robot that sent the remote communication start request message earliest will serve the customer through remote communication (at this time, if the remote communication start request message is also sent to other robots, it can be recognized that the other robots do not need remote communication).

[0071] 13 is a flow chart showing an example of detailed processing by the robot 3a. Note that the robot 3b also executes the same processing as the robot 3a, so a detailed description of the processing by the robot 3b will be omitted.

[0072] The service request processing unit 311 of the robot 3a receives a message from the customer service management server 1 (S501). The service request processing unit 311 determines whether the message received in step S501 is a customer service request or a notice to wait for a store clerk (S502).

[0073] If the service request processing unit 311 determines that the message received in step S501 is a request for service (S502: request for service), the movement control unit 312 controls the movement mechanism 307 to move the robot 3a to the vicinity of the clerk (target clerk) with the clerk ID included in the service request (S503).

[0074] Specifically, for example, the service request processing unit 311 obtains an image of the clerk ID indicated in the service request from the clerk image table 321, and while the robot 3a is moving, the movement control unit 312 performs person recognition using an image captured by the camera included in the input device 305, and when it is determined that the captured image includes the person in the acquired image, causes the movement control unit 312 to stop the movement. Also, for example, each clerk may have a tag, and the movement control unit 312 may move the robot 3a to the tag corresponding to the clerk ID indicated in the service request.

[0075] The service request processor 311 judges whether the target store clerk is serving a customer (S504). Specifically, for example, the service request processor 311 takes an image including the target store clerk with a camera included in the input device 305, and if the image includes a person other than the person shown in the image included in the store clerk image table 321 (i.e., if the image also includes a person (customer) other than the store clerk), it judges that the target store clerk is serving a customer, and if the image does not include a person other than the person shown in the image included in the store clerk image table 321, it judges that the target store clerk is not serving a customer.

[0076] When it is determined that the target store clerk is not serving a customer (S504: No), the service request processing unit 311 displays a service request screen on the display included in the output device 306 (S505). The service request screen displays that there is a service request from a remote location (commercial facility). For example, the service request transmitted from the terminal 2 via the customer service management server 1 may include a commercial facility ID, a product ID of a sample product, etc., and in this case, the commercial facility ID, product ID, etc. may be displayed on the service request screen. The processing of steps S503 to S505 corresponds to the processing of step S205.

[0077] The service request processing unit 311 sends a service OK response to the customer service management server 1 (S506). The process of step S506 corresponds to the process of step S206. The robot 3a starts the remote communication unit 313 (S507), and the remote communication unit 313 sends a remote communication OK response to the terminal 2 that sent the customer service request (S508). The process of step S507 corresponds to the process of step S208 and part of the process of step S244, and the process of step S508 corresponds to the process of step S209.

[0078] The remote communication unit 313 executes a remote communication process (S509). Specifically, for example, the remote communication unit 313 controls the camera and microphone included in the input device 305 and the speaker and the like included in the output device 306 to realize a videophone function and the like between the store clerk using the robot 3a and the customer using the terminal 2, thereby realizing remote communication.

[0079] Upon completion of the service, the remote communication unit 313 is shut down (S510), and the processing by the robot 3a is terminated. This may be triggered, for example, by a customer in a commercial facility inputting an instruction to end service using the input device 205 of the terminal 2, or by a salesperson at the store where the robot 3a is located inputting an instruction to end service using the input device 305 of the robot. The processing in step S510 corresponds to the processing in step S213.

[0080] When the service request processing unit 311 determines that the target store clerk is serving a customer (S504: Yes), it transmits a service NG response to the customer service management server 1 (S511), and the processing by the robot 3a ends. The processing of step S511 corresponds to the processing of step S236.

[0081] When the service request processing unit 311 determines that the message received in step S501 is a wait-for-staff notification (S502: wait-for-staff notification), it transmits a wait-for-staff OK response to the customer service management server 1 (S512). The process of step S512 corresponds to the process of step S240.

[0082] The movement control unit 312 controls the movement mechanism 307 to line up the robot 3a behind the customer who is around the clerk (target clerk) whose clerk ID is included in the clerk waiting notice (S513). Specifically, for example, the robot 3a moves to the vicinity of the target clerk in the same manner as in step S503, and the service request processing unit 311 takes an image including the target clerk with the camera included in the input device 305, recognizes people other than those shown in the images included in the clerk image table 321 as customers, and the movement control unit 312 controls the movement mechanism 307 to move the robot 3a behind the customer.

[0083] The service request processing unit 311 displays (514) the service request screen on a display included in the output device 306. Details of the service request screen will be described later with reference to FIG.

[0084] The service request processing unit 311 recognizes that the target store clerk is now able to serve a customer (S515). Specifically, for example, the service request processing unit 311 may recognize that the target store clerk is now able to serve a customer in response to the operation of a button included in the input device 305, or may recognize that the target store clerk is now able to serve a customer when it is determined that the customer is no longer included in an image captured by the camera included in the input device 305. The process of step S515 corresponds to a part of the process of step S244. Following the process of step S515, the process transitions to the process of step S507.

[0085] 14 is a diagram showing an example of the screen configuration of the sales clerk waiting status screen. For example, the sales clerk waiting status screen 1400 displays a message indicating that a store clerk is available for the sample product picked up by a customer at the commercial facility, a message indicating that the availability of the store clerk is being checked, and the product ID of the sample product. Also, an image of each sample product may be stored in the sample product management table 222, and in this case, the sales clerk waiting status screen 1400 may display an image of the sample product picked up by the customer at the commercial facility.

[0086] In this way, by displaying the store clerk waiting status screen 1400, the customer can recognize that a store clerk will be available to serve him / her, and it is possible to avoid lost sales opportunities due to the customer leaving before remote service begins.

[0087] 15 is a diagram showing an example of the screen configuration of the service request screen. For example, the service request screen 1500 displays a message indicating that there is a request for service from a remote location (commercial facility), a button 1501 to be selected when the target store clerk becomes available to serve the customer (selection of the button 1501 transmits a remote communication OK response), and the like.

[0088] In addition, images of each sample product may be stored in the sample product management table 222, and the customer service request sent from the terminal 2 may include a commercial facility ID, a product ID of the sample product, a sample image, etc., and the customer service request sent from the customer service management server 1 may include the commercial facility ID, the product ID of the sample product, and a sample image in the customer service request notification. In this case, the commercial facility ID, the product ID of the sample product, a sample image, etc. may be displayed on the customer service request screen 1500.

[0089] Furthermore, the service request processing unit 311 may recognize the number of customers included in the image including the target store clerk, and in this case, the recognized number of customers may be displayed on the service request screen 1500. Furthermore, on the service request screen 1500, the elapsed time (measured by the service request processing unit 311, for example) from receiving the service request (or from receiving a store clerk waiting notification) may be displayed as the waiting time of customers in a remote location (commercial facility).

[0090] In addition, the robot 3a may be equipped with a lamp 1510, which may be turned on when the customer service request screen 1500 is displayed to make it easier for the target store clerk to recognize that there is a request for customer service from the commercial facility.

[0091] In addition, to make it easier for the target store clerk to recognize that there is a request for service from the commercial facility, a warning sound or a message displayed on the service request screen 1500 may be output from the speaker included in the output device 306 of the robot 3a.

[0092] As described above, in the remote customer service system of this embodiment, sample products and sensors are placed in a remote commercial facility, and when the sensor detects that a customer at the commercial facility has picked up the sample product, a customer service request is sent to a robot placed in a store where a store clerk is present. This not only saves customers at the commercial facility the trouble of having to select a product they are interested in on a screen, but also allows the store to provide accurate remote customer service to customers who are interested in the products.

[0093] In addition, in the remote customer service system of this embodiment, the time that customers wait for remote customer service can be shortened by sending a customer service request to robots in multiple stores where staff members can explain the sample products that customers at the commercial facility have picked up.

[0094] In addition, in the remote customer service system of this embodiment, if a sales clerk who can explain a sample product that a customer at a commercial facility has picked up is busy serving another customer, a waiting notice is sent to the robot, so that the remote customer service can be provided as soon as the sales clerk becomes available.

[0095] In this way, the remote customer service system of this embodiment can realize remote customer service that reduces the effort required for store opening companies to open stores in commercial facilities, reduces the effort required for customers of the commercial facilities, and shortens waiting time for customers of the commercial facilities.

[0096] In this embodiment, an example has been described in which customer service management server 1 controls remote customer service, but the customer service management system does not have to include customer service management server 1. Specifically, for example, terminal 2 may also perform the functions of customer service management server 1, in which case the communication between customer service management server 1 and terminal 2 in this embodiment is omitted.

[0097] Also, for example, the customer service management system may not include the customer service management server 1, and the robots 3a and 3b may also function as the customer service management server 1. In this case, the communication between the customer service management server 1 and the robots 3a and 3b in this embodiment is omitted. In this case, the robots may send a customer service OK response, a customer service NG response, and a remote communication response to each other, and for example, the robot that sent the customer service OK response first may execute the remote communication, and when customer service NG responses have been sent from all the robots, all the robots may execute a wait-for-staff state process, and the robot that sent the remote communication response first may execute the remote communication.

[0098] The present invention is not limited to the above-mentioned embodiment, and various modifications are included. For example, the above-mentioned embodiment has been described in detail to clearly explain the present invention, and is not necessarily limited to those having all the configurations described. It is also possible to replace a part of the configuration of one embodiment with the configuration of another embodiment, and it is also possible to add the configuration of another embodiment to the configuration of one embodiment. It is also possible to add, delete, or replace a part of the configuration of each embodiment with another configuration.

[0099] In addition, the above-mentioned configurations, functions, processing units, processing means, etc. may be realized in part or in whole by hardware, for example, by designing them as integrated circuits. In addition, the above-mentioned configurations, functions, etc. may be realized in software by a processor interpreting and executing a program that realizes each function. Information such as the program, table, file, etc. that realizes each function can be stored in a memory, a recording device such as a hard disk or SSD (Solid State Drive), or a recording medium such as an IC card, SD card, or DVD.

[0100] In addition, the control lines and information lines shown are those that are considered necessary for the explanation, and not all control lines and information lines in the product are necessarily shown. In reality, it can be considered that almost all components are connected to each other. [Explanation of symbols]

[0101] 1 Customer service management server, 2 Terminal, 3a Robot, 3b Robot, 11a Sensor, 11b Sensor, 12a Sample product, 12b Sample product, 101 CPU, 102 Memory, 103 Auxiliary storage device, 111 Customer service management unit, 121 Store clerk management table, 201 CPU, 202 Memory, 203 Auxiliary storage device, 205 Input device, 206 Output device, 211 Sensor input processing unit, 212 Remote communication unit, 221 Customer service requirement condition management table, 222 Sample product management table, 301 CPU, 302 Memory, 303 Auxiliary storage device, 305 Input device, 306 Output device, 307 Movement mechanism, 311 Customer service request processing unit, 312 Movement control unit, 313 Remote communication unit, 321 Store clerk image table

Claims

1. A remote customer service system, condition information indicating conditions related to values ​​detected by a sensor that detects a customer's action relative to a commodity arranged in the facility; store clerk information indicating a store where a store clerk capable of serving customers about the product is located; a sensor processing unit that acquires a detection value by the sensor, and generates a service request when it is determined that the acquired detection value satisfies the condition; a customer service management unit that transmits the customer service request to a computer installed in the store indicated by the store clerk information; a remote communication unit that executes remote communication between a computer that receives the customer service request and a computer disposed in the facility;

2. The remote customer service system according to claim 1, The salesperson information indicates the salesperson's customer service skills regarding the product, The customer service management unit transmits the customer service request to a computer installed in a store, among the stores indicated by the store clerk information, in which the store clerk with the highest skill level is located.

3. The remote customer service system according to claim 1, The salesperson information indicates salespersons who can serve customers about the product in the store, A remote customer service system in which the customer service management unit transmits the customer service request to a computer located in a store, among the stores indicated by the store clerk information, that has the largest number of store clerks who can provide customer service for the product.

4. The remote customer service system according to claim 1, The salesperson information indicates salespersons who can serve customers about the product in the store, the customer service management unit includes, in the customer service request to be transmitted to a computer located in a store indicated by the store clerk information, information indicating a store clerk who is capable of serving the customer about the product indicated by the store clerk information and is located in the store, the remote customer service system includes a customer service request processing unit that determines whether a store clerk indicated by the customer service request is currently serving a customer; The remote customer service system is configured such that, when the customer service request processing unit determines that the store clerk indicated by the customer service request is not currently serving a customer, the remote communication unit performs remote communication between a computer located in the store where the store clerk is stationed and a computer located in the facility.

5. The remote customer service system according to claim 4, When the service request processing unit determines that the staff members indicated by the service request in all stores in which the computers that received the service request are located are serving customers, the service management unit transmits to the computer that sent the service request a waiting staff member notification indicating the staff member indicated by the staff member information and who is located in the store in which the computer is located, The service request processing unit displays a service request screen indicating that there is a service request from a customer at the facility on a display device provided in a computer that receives the store clerk waiting notification, in a remote customer service system.

6. The remote customer service system according to claim 5, When the service request processing unit determines that the store clerk indicated in the store waiting notice is available to serve customers, the remote communication unit executes remote communication between the computer that received the store clerk waiting notice and a computer located in the facility, in a remote customer service system.

7. The remote customer service system according to claim 5, The salesperson information indicates the salesperson's customer service skills regarding the product, In a remote customer service system, when the customer service request processing unit determines that the staff member indicated by the customer service request is currently serving customers in all stores where the computers that received the customer service request are located, the customer service management unit sends the customer service waiting notification to the computer located in the store where the staff member with the highest skill level indicated by the staff member information is located.

8. The remote customer service system according to claim 5, The service request processing unit includes: The computer that receives the waiter notification measures the elapsed time from when the waiter notification was received; The remote customer service system displays the measured elapsed time on the customer service request screen.

9. The remote customer service system according to claim 1, In the remote customer service system, the conditions include the customer reaching out to the product a predetermined number of times or more.

10. The remote customer service system according to claim 1, When the sensor processing unit generates the customer service request, it displays on a display device equipped with a computer located at the facility a waiting for store staff status screen indicating that a store staff member is available to assist with the customer regarding the product and that the availability of the store staff member is currently being checked.This is a remote customer service system.

11. A remote customer service method using a remote customer service system, The remote customer service system includes: condition information indicating conditions related to values ​​detected by a sensor that detects a customer's action relative to a commodity arranged in the facility; store clerk information indicating a store where a store clerk capable of serving customers about the product is located; The remote customer service method includes: a sensor process for acquiring a detection value by the sensor, and generating a service request when it is determined that the acquired detection value satisfies the condition; a customer service management process for transmitting the customer service request to a computer installed in the store indicated by the store clerk information; a remote communication process for executing remote communication between a computer that receives the service request and a computer disposed in the facility.

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