Information support server and program

Abstract

To provide an information support server for supporting provision of responses to inquiries from inquiry terminals.SOLUTION: An information support server comprises: a memory for storing a terminal database including response terminal information of one or more response terminals; a communication interface for receiving inquiry information from an inquiry terminal having read an identification code and transmitting a response to the inquiry information; and a processor for outputting the response to the inquiry information. The processor detects one or more candidate terminals meeting a condition from one or more response terminals based on inquiry ancillary information included in the inquiry information and terminal ancillary information included in the response terminal information, and generates the response containing call states of the candidate terminals.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to an information support server and a program that respond to inquiry information from a communication terminal such as a smartphone. [Background technology]

[0002] In some cases, each sales floor of a store has a sales clerk who explains the products. When a customer goes to a desired sales floor, the sales clerk waiting at that sales floor can explain the products displayed there. In general, the sales clerk at each sales floor has knowledge about the products displayed there. Therefore, the customer can receive a detailed explanation about the products displayed at that sales floor from the sales clerk waiting at that sales floor.

[0003] In recent years, two-dimensional codes called QR Codes (registered trademark) have become widespread, and as a result, users who have communication terminals such as smartphones can use the two-dimensional codes to obtain various information. For example, a user can read a two-dimensional code attached to a product using the imaging function of the communication terminal, and view product information displayed based on the two-dimensional code. A user can also read a two-dimensional code on a table using the imaging function of the communication terminal, and order a product by viewing a menu displayed based on the two-dimensional code. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2020-027394 A [Patent Document 2] JP 2020-046710 A Summary of the Invention [Problem to be solved by the invention]

[0005] Since the product information based on the two-dimensional code attached to the product is prepared in advance, there are still requests for an attendant to explain the product.

[0006] On the other hand, deploying many sales staff increases labor costs, and reducing the number of staff raises concerns about poor service. Large stores have a large number of sales areas, so there is a limit to how efficiently staff can be deployed, and in some situations, customers may have to wait a long time to be served by a staff member. In addition, if the customer's needs do not match the skills of the sales staff, the customer will not be able to receive the product explanation they expect.

[0007] An object of the present invention is to provide an information support server and a program for supporting the provision of responses to inquiries from an inquiry terminal. [Means for solving the problem]

[0008] An information assistance server according to an embodiment includes a memory that stores a terminal database including response terminal information of one or more response terminals, a communication interface that receives inquiry information from an inquiry terminal that has read an identification code and transmits a response to the inquiry information, and a processor that outputs the response to the inquiry information. The processor detects one or more candidate terminals that meet a condition from among the one or more response terminals based on inquiry additional information included in the inquiry information and terminal additional information included in the response terminal information, and generates the response including the call status of the candidate terminal. Effect of the Invention

[0009] According to the present invention, it is possible to provide an information support server and a program for supporting the provision of a response to an inquiry from an inquiry terminal. [Brief description of the drawings]

[0010] [Figure 1] FIG. 1 is a diagram showing a schematic configuration of an information support system according to an embodiment. [Diagram 2]FIG. 2 is a flowchart showing an example of a connection process between an inquiry terminal and a response terminal performed by the information support server according to the embodiment. [Diagram 3] FIG. 3 is a flowchart showing an example of a CRM service provided by the information support server according to the embodiment. [Figure 4] FIG. 4 is a flowchart showing an example of a two-dimensional code print process performed by the information support server according to the embodiment. [Diagram 5] FIG. 5 is a diagram showing the concept of calling a store clerk or an operator according to the embodiment. [Figure 6] FIG. 6 is a diagram illustrating an example of a screen transition of the inquiry terminal according to the embodiment. [Figure 7] FIG. 7 is a diagram illustrating a first customer service screen according to the embodiment. [Figure 8] FIG. 8 is a diagram illustrating a second customer service screen according to the embodiment. [Figure 9] FIG. 9 is a diagram illustrating a third customer service screen according to the embodiment. [Figure 10] FIG. 10 is a diagram illustrating a fourth customer service screen according to the embodiment. [Figure 11] FIG. 11 is a diagram illustrating a fifth customer service screen according to the embodiment. [Figure 12] FIG. 12 is a diagram illustrating a sixth customer service screen according to the embodiment. [Figure 13] FIG. 13 is a diagram illustrating a seventh customer service screen according to the embodiment. [Figure 14] FIG. 14 is a diagram illustrating an eighth customer service screen according to the embodiment. [Figure 15] FIG. 15 is a diagram illustrating a ninth customer service screen according to the embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] Hereinafter, an embodiment will be described with reference to the drawings. [composition] FIG. 1 is a diagram showing a schematic configuration of an information support system according to an embodiment. 1, the information support system includes an information support server 1, an inquiry terminal 2, and a response terminal 3. The information support server 1 connects an inquiry terminal 2 and a response terminal 3 that meet a condition. The inquiry terminal 2 and the response terminal 3 connected by the information support server 1 may communicate with each other via the information support server 1, or may communicate without going through the information support server 1.

[0012] The inquiry terminal 2 is a communication terminal carried by a user (customer) of the service of the information support system. For example, the inquiry terminal 2 is a mobile communication terminal such as a smartphone or a tablet PC.

[0013] The response terminal 3 is a communication terminal assigned to a user (a person in charge such as a store clerk or an operator) of the service of the information support system. For example, the response terminal 3 may be a mobile communication terminal such as a smartphone or a tablet PC, or may be a general-purpose personal computer.

[0014] In this embodiment, it is assumed that a plurality of customers and a plurality of staff members use the service. Therefore, the information support system includes a plurality of information support servers 1 and a plurality of response terminals 3, and the plurality of information support servers 1 and the plurality of inquiry terminals 2 communicate with each other indirectly or directly.

[0015] First, the information support server 1 will be described. The information support server 1 can be configured with one or more general-purpose computers. The information support server 1 includes a processor 11, a non-volatile memory 12, a communication interface 13, a user interface 14, and an output interface 15.

[0016] The processor 11 is a CPU (central processing unit) or an MPU (micro processing unit), etc. The processor 11 executes calculations based on a program stored in the non-volatile memory 12, and outputs the calculation results. For example, the processor 11 executes information support processing based on an information support program stored in the non-volatile memory 12. The details of the information support processing will be explained in detail later. Note that the information support server 1 may include multiple processors 11, and the multiple processors 11 may cooperate to execute the calculation processing.

[0017] The non-volatile memory 12 stores programs and the like for operating the processor 11. The non-volatile memory 12 also stores various data generated by the processor 11. The information support server 1 may include a hard disk drive or a solid state drive (SSD) in addition to the non-volatile memory 12, and the hard disk drive or the SSD may store programs and the like instead of the non-volatile memory 12. The non-volatile memory 12 stores a terminal database. The terminal database includes response terminal information of one or more response terminals 3. The response terminal information includes response terminal information of all response terminals 3 used in the information support system. The response terminal information includes information about the response terminal 3 and terminal-attached information. The information about the response terminal 3 includes a terminal ID (identifier), a telephone number, a person in charge ID, and a person in charge name. The terminal-attached information is information about the area of ​​the person in charge to whom the response terminal 3 is assigned, and includes store information, location information, product shelf information, provider information, and product information. For example, the terminal-attached information includes predetermined store information, predetermined location information, predetermined product shelf information, predetermined product manufacturer, and predetermined product information. The specified product information is the product name of the specified product, etc. The location information is information about the location where the product or service is provided. An example of location information is sales floor information. In this embodiment, explanation will be given using sales floor information as an example. The provider information is information about the manufacturer of the product or the supplier of the service. An example of provider information is the product manufacturer. In this embodiment, explanation will be given using the product manufacturer as an example.

[0018] The communication interface 13 communicates with the inquiry terminal 2 and the response terminal 3 via various communication networks. The communication interface 13 transmits information to the inquiry terminal 2 and receives information from the inquiry terminal 2. The communication interface 13 also transmits information to the response terminal 3 and receives information from the response terminal 3. The user interface 14 includes a display 141 and a touch panel 142. The display 141 displays various information. For example, the display 141 displays a list of inquiries. The list of inquiries will be described in detail later. The touch panel 142 is disposed opposite the display 141, and converts input (touch input) from a person in charge into an electrical signal and outputs it. For example, the touch panel 142 detects an input at a predetermined position corresponding to a predetermined item included in the list displayed on the display 141, and outputs an electrical signal indicating the predetermined position. The processor 11 detects the input corresponding to the predetermined item based on the electrical signal indicating the predetermined position.

[0019] The output interface 15 outputs print data (image data) stored in the non-volatile memory 12 to the printer P. The printer P prints an image based on the print data. For example, the printer P prints an identification code. The identification code may be a one-dimensional code or a two-dimensional code. An example of a two-dimensional code is a QR code. In this embodiment, service provision using a two-dimensional code will be described, but the identification code may be other than a two-dimensional code, or may be identification information that combines letters and numbers.

[0020] Next, the inquiry terminal 2 will be described. The inquiry terminal 2 is a mobile communication terminal such as a smartphone or a tablet PC. The inquiry terminal 2 includes a processor 21, a non-volatile memory 22, a communication interface 23, a user interface 24, and a camera 25.

[0021] The processor 21 is a CPU, an MPU, or the like. The processor 21 executes calculations based on a program stored in the non-volatile memory 22, and outputs the calculation results. For example, the processor 21 executes information inquiry processing based on an information inquiry program stored in the non-volatile memory 22. Note that the inquiry terminal 2 may include a plurality of processors 21, and the plurality of processors 21 may cooperate to execute calculation processing.

[0022] The non-volatile memory 22 stores programs and the like for operating the processor 21. The non-volatile memory 22 also stores various data generated by the processor 21. The non-volatile memory 22 also stores information about the inquiry terminal 2. The information about the inquiry terminal 2 includes the terminal ID, MAC address (Media Access Control address), and telephone number of the inquiry terminal 2.

[0023] The communication interface 23 communicates with the information support server 1 via various communication networks. The communication interface 23 transmits information to the information support server 1 and receives information from the information support server 1.

[0024] The user interface 24 includes a display 241 and a touch panel 242. The display 241 displays various information. The touch panel 242 is disposed opposite the display 241, and converts input (touch input) from a person in charge into an electrical signal and outputs it. Details of the display 241 and the touch panel 242 are similar to those of the display 141 and the touch panel 142.

[0025] The camera 25 captures an image of a two-dimensional code printed by the information support server 1 etc. The processor 21 reads the two-dimensional code from the captured image and executes processing based on the two-dimensional code.

[0026] Next, the response terminal 3 will be described. The response terminal 3 is a mobile communication terminal such as a smartphone or a tablet PC. The response terminal 3 includes a processor 31, a non-volatile memory 32, a communication interface 33, a user interface 34, and a camera 35. The configuration of the response terminal 3 is substantially the same as that of the inquiry terminal 2, and detailed description thereof will be omitted. The camera 35 is not an essential component.

[0027] [Installation of 2D code media] The output interface 15 of the information support server 1 outputs print data of the two-dimensional code, and the printer P prints the two-dimensional code on a sheet-like medium based on the print data. The two-dimensional code includes access information (link) to a specified server, and further includes at least one of store information, sales floor information, product shelf information, product manufacturer, and product information. In this embodiment, a case will be described in which the two-dimensional code includes access information to a specified server, store information, sales floor information, product shelf information, product manufacturer, and product information. The product information may be actual product information (substantial product information), or may be access information (link) to the actual product information. For example, the access information to the server is a URL (Uniform Resource Locator) for accessing the information support server 1, etc. The access information to the actual product information is a URL for accessing a site that manages the actual product information.

[0028] A medium on which a two-dimensional code is printed (hereinafter, two-dimensional code medium) is placed at a position corresponding to the information of the two-dimensional code. For example, if a two-dimensional code printed on a specific two-dimensional code medium includes specific store information, specific sales floor information, specific product shelf information, specific product manufacturer, and specific product information, the specific two-dimensional code medium is placed in a vicinity that satisfies all the conditions of the specific store, specific sales floor, and specific product shelf. Also, specific products from a specific manufacturer are displayed on the specific product shelf. The two-dimensional code medium may be placed by attaching it to a wall or leaning it against a stand.

[0029] [Inquiry] A customer who is a user of the service approaches a specific product shelf where a specific product is displayed. The customer aims the camera 25 of the inquiry terminal 2 at a two-dimensional code medium near the specific product shelf and photographs the two-dimensional code medium with the inquiry terminal 2.

[0030] Processor 21 of inquiry terminal 2 detects the two-dimensional code from the image captured by camera 25 and generates inquiry information based on the information about inquiry terminal 2 and the two-dimensional code, and communication interface 23 transmits the inquiry information based on the access information included in the two-dimensional code. The inquiry information includes information about inquiry terminal 2 and inquiry additional information. The inquiry additional information includes the inquiry date and time and at least a part of the two-dimensional code. For example, the inquiry additional information includes the inquiry date and time, specified store information, specified sales floor information, specified product shelf information, specified product manufacturer, and specified product information.

[0031] [Connecting devices] The communication interface 13 of the information assistance server 1 receives inquiry information transmitted from the inquiry terminal 2. The processor 11 detects one or more candidate terminals that meet the conditions from among one or more response terminals 3, based on the inquiry additional information included in the inquiry information and the terminal additional information included in the response terminal information in the terminal database. That is, a candidate terminal is a terminal that meets the conditions among the response terminals 3. The processor 11 may also detect a candidate terminal that meets the conditions and has the minimum number of waiting terminals from among one or more response terminals 3. The number of waiting terminals will be explained in detail later.

[0032] The following is an example of detecting candidate terminals that meet the conditions. For example, if the inquiry attached information includes predetermined store information and the terminal attached information of the predetermined response terminal 3 includes the predetermined store information, the predetermined response terminal 3 meets the condition. In other words, since a customer who is a user of the service sends an inquiry from a predetermined store, the predetermined response terminal 3 assigned to a person in charge of the predetermined store meets the condition.

[0033] Alternatively, if the inquiry attached information includes the predetermined store information and the predetermined sales floor information, and the terminal attached information of the predetermined response terminal 3 includes the predetermined store information and the predetermined sales floor information, the predetermined response terminal 3 meets the condition. In other words, since the customer who is a user of the service sends the inquiry from a predetermined sales floor of a predetermined store, the predetermined response terminal 3 assigned to the person in charge whose area of ​​responsibility is the predetermined sales floor of the predetermined store meets the condition.

[0034] Alternatively, if the inquiry attached information includes the specified store information, the specified sales floor information, and the specified product shelf information, and the terminal attached information of the specified response terminal 3 includes the specified store information, the specified sales floor information, and the specified product shelf information, the specified response terminal 3 meets the conditions. In other words, since a customer who is a user of the service sends an inquiry from near the specified product shelf in the specified sales floor of the specified store, the specified response terminal 3 assigned to a person in charge whose area of ​​responsibility is the specified product shelf in the specified sales floor of the specified store meets the conditions.

[0035] Alternatively, if the inquiry attached information includes a specific product manufacturer and the terminal attached information of the specific response terminal 3 includes the specific product manufacturer, the specific response terminal 3 meets the condition. In other words, since a customer who is a user of the service sends an inquiry from a display location of a product of the specific product manufacturer, the specific response terminal 3 assigned to a person in charge of the specific product manufacturer meets the condition.

[0036] Alternatively, if the inquiry attached information includes the predetermined product information and the terminal attached information of the predetermined response terminal 3 includes the predetermined product information, the predetermined response terminal 3 meets the condition. In other words, since the customer who is a user of the service sends the inquiry from the display location of the predetermined product, the predetermined response terminal 3 assigned to the person in charge of the predetermined product meets the condition.

[0037] The processor 11 generates a response including the call status of the candidate terminal based on the detection result of the candidate terminal. The communication interface 13 transmits a call to one or more candidate terminals and receives a reply from one or more candidate terminals. The communication interface 13 also transmits a response including the call status of the candidate terminal to the inquiring terminal 2.

[0038] [Call Status] The processor 11 acquires responses from one or more candidate terminals, detects an accepting terminal from among the candidate terminals based on the acceptance response, and generates a response including the call status of the accepting terminal. In other words, the accepting terminal is the terminal among the candidate terminals that returned the acceptance response. The communication interface 13 transmits the response including the call status of the accepting terminal to the inquiring terminal 2.

[0039] Below is an example of a response that includes the call status: The processor 11 counts the number of waiting calls for the accepting terminal and generates a response including the waiting number. The communication interface 13 transmits the response including the waiting number to the inquiring terminal 2.

[0040] Alternatively, the processor 11 estimates the waiting time until the call is made based on the waiting number, and generates a response including the waiting time. The communication interface 13 transmits the response including the waiting time to the inquiry terminal 2.

[0041] [List of inquiries] The processor 11 of the information assistance server 1 generates and outputs a list of inquiries including at least a portion of the received inquiry information. The display 141 of the user interface 14 displays the list of inquiries.

[0042] The inquiry list is a list including one or more inquiries. The inquiry includes information about two connected terminals. The two connected terminals are the inquiry terminal 2 and the response terminal 3 that meet the conditions. The inquiry includes at least a part of the inquiry additional information and at least a part of the acceptance terminal information. The inquiry additional information includes the inquiry date and time and at least a part of the two-dimensional code. For example, the inquiry additional information includes the inquiry date and time, specified store information, specified sales floor information, specified product shelf information, specified product manufacturer, and specified product information. The acceptance terminal information includes the name of the person in charge of the acceptance terminal and the call status of the acceptance terminal. The call status of the acceptance terminal is information indicating whether the call is waiting to be handled, is being handled, or has been handled. Alternatively, the call status of the acceptance terminal is information indicating the number of calls waiting or the waiting time.

[0043] For example, the list of inquiries includes a plurality of inquiries. When the plurality of inquiries includes the largest number of the predetermined sales area, the processor 11 displays the inquiries including the predetermined sales area in a first display format, and displays the inquiries not including the predetermined sales area in a second display format. The display 141 of the user interface 14 displays the list including the inquiries including the predetermined sales area in the first display format, and the inquiries not including the predetermined sales area in the second display format. For example, the first display format is a display format with white characters and a black background, and the second display format is a display format with black characters and a white background. Alternatively, the first display format is a display format with red characters and a white background, and the second display format is a display format with black characters and a white background.

[0044] The manager of the information support server 1 can grasp the overall situation from the list of inquiries and can improve efficiency by instructing to increase or decrease the number of staff members. For example, the manager can understand that there are many inquiries from a specific sales floor, and can instruct to increase the number of staff members in that sales floor.

[0045] [2D code print] The creation of a two-dimensional code medium will now be described. The processor 11 of the information support server 1 generates a two-dimensional code including access information (link) to the information support server 1 and further including at least one of store information, sales floor information, product shelf information, product manufacturer, and product information, and instructs output of print data for the two-dimensional code. The output interface 15 outputs the print data for the two-dimensional code. The printer P prints the two-dimensional code including access information (link) to the information support server 1 and further including at least one of store information, sales floor information, product shelf information, product manufacturer, and product information.

[0046] You can easily print the desired two-dimensional code as follows: The non-volatile memory 12 of the information support server 1 stores map data including sales areas. The processor 11 outputs a map (image) based on the map data to the display 141 of the user interface 14. The display 141 displays the map.

[0047] The processor 11 receives the designation of a sales floor from the map via the touch panel 142 of the user interface 14, generates a two-dimensional code including access information to the information support server 1 and including sales floor information based on the designation of the sales floor, and issues an instruction to output print data of the two-dimensional code. The output interface 15 outputs the print data of the two-dimensional code. The printer P prints the two-dimensional code including the access information and sales floor information.

[0048] Furthermore, the non-volatile memory 12 of the information support server 1 stores a product list. The processor 11 outputs the product list to the display 141 of the user interface 14. The display 141 displays the product list.

[0049] The processor 11 accepts a product designation from the product list via the touch panel 142 of the user interface 14, and generates and outputs a two-dimensional code including access information to the information support server 1 and including product information based on the product designation. The output interface 15 prints the two-dimensional code including the access information and product information.

[0050] When the processor 11 accepts the designation of the sales area and the product and instructs the output of the print data of the two-dimensional code, the output interface 15 outputs the print data of the two-dimensional code, and the printer P prints the two-dimensional code including the sales area information and the product information.

[0051] [Connection process] FIG. 2 is a flowchart showing an example of a connection process between an inquiry terminal and a response terminal performed by the information support server according to the embodiment. The communication interface 13 of the information support server 1 receives inquiry information from the inquiry terminal 2 (ST101, YES). The inquiry information includes information about the inquiry terminal 2 and inquiry additional information. For example, the inquiry additional information includes the inquiry date and time, specified store information, specified sales floor information, specified product shelf information, specified product manufacturer, and specified product information. If the communication interface 13 does not receive inquiry information from the inquiry terminal 2 (ST101, NO), it continues to monitor the reception of inquiry information.

[0052] In response to receiving the inquiry information, the processor 11 generates an inquiry list (ST102), or in response to receiving the inquiry information, the processor 11 adds new inquiry information to the inquiry list.

[0053] Processor 11 detects one or more candidate terminals that meet the conditions from among one or more response terminals 3 based on inquiry additional information included in the inquiry information and terminal additional information included in the response terminal information in the terminal database (ST103).

[0054] The processor 11 issues an instruction to call the candidate terminal, and the communication interface 13 transmits the call to one or more candidate terminals in the first candidate group (ST104). If the communication interface 13 does not receive an acceptance response from one or more candidate terminals within a predetermined period of time (ST105, NO), it transmits the call to one or more candidate terminals in the second candidate group (ST104). It is assumed that the candidate terminals in the first candidate group have a higher level of suitability for the conditions than the candidate terminals in the second candidate group. The higher the level of suitability for the conditions, the more a response that matches the customer's needs can be expected.

[0055] When the communication interface 13 receives an acceptance response from a candidate terminal (ST105, YES), the processor 11 updates the inquiry list based on the acceptance response. That is, the processor 11 adds the accepting terminal information. The accepting terminal information includes the name of the person in charge of the accepting terminal and the call status of the accepting terminal. The call status of the accepting terminal is information indicating whether it is waiting to be handled, in service, or has been handled. Alternatively, the call status of the accepting terminal is information indicating the number of calls waiting or the waiting time.

[0056] The processor 11 generates a response based on the acceptance reply and instructs output of the response (ST107). The communication interface 13 transmits the response to the inquiry terminal 2 that is the sender of the inquiry information (ST108).

[0057] When the communication interface 13 receives a connection request from the accepting terminal (ST109, YES), the processor 11 instructs the inquiry terminal 2 that sent the inquiry information to send a connection request, and supports the connection between the inquiry terminal 2 and the accepting terminal (ST110). The communication interface 13 sends the connection request to the inquiry terminal 2 that sent the inquiry information.

[0058] The inquiry terminal 2 which is the sender of the inquiry information receives the connection request and connects to the accepting terminal.

[0059] The non-volatile memory 22 of the inquiry terminal 2 and the non-volatile memory 32 of the response terminal 3 (acceptance terminal) store a common or individual communication application program. That is, the non-volatile memory 22 of the inquiry terminal 2 stores an application program for a predetermined communication, and the non-volatile memory 32 of the response terminal 3 (acceptance terminal) also stores an application program for a predetermined communication. For example, the application program for communication is an application program for a social networking service (SNS). Note that cooperation with an SNS is not essential, and it is sufficient if the inquiry terminal 2 and the response terminal 3 can communicate directly or indirectly.

[0060] The connected inquiry terminal 2 and acceptance terminal start a communication application program, notify the accepting terminal of the inquiry content from the inquiry terminal 2, and notify the inquiry terminal 2 of the response from the acceptance terminal. The communication application program enables communication between the customer at the inquiry terminal 2 and the person in charge at the acceptance terminal.

[0061] [CRM Services] 3 is a flowchart showing an example of a CRM service provided by an information support server according to an embodiment. The information support server 1 provides a CRM (Customer Relationship Management) service.

[0062] The non-volatile memory 12 of the information support server 1 stores a member database. The member database includes member information of each member. The member information includes contact information (phone number, email address, and SNS account), name, date of birth, gender, occupation, hobbies, purchase history, etc.

[0063] In addition, the user interface 24 of the inquiry terminal 2 displays a top screen after transmitting the inquiry information to the information support server 1. The top screen includes items related to product purchases, and the user interface 24 accepts first or second product purchase information via the items related to product purchases, and the communication interface 23 transmits the accepted first or second product purchase information to the information support server 1.

[0064] The first product purchase information includes the predetermined product information included in the inquiry attached information, purchased information indicating that the predetermined product information has been purchased, and contact information. The second product purchase information includes the predetermined product information included in the inquiry attached information, non-purchased information indicating that the predetermined product information has not been purchased, and contact information.

[0065] For example, the processor 21 detects specific product information from the inquiry information, and the user interface 24 accepts input of whether or not the specific product information has been purchased and contact information. When the user interface 24 accepts input of whether or not the specific product information has been purchased and the contact information, the processor 21 generates first consumption and purchasing information. When the user interface 24 accepts input of whether or not the specific product information has been purchased and the contact information, the processor 21 generates second consumption and purchasing information.

[0066] As shown in FIG. 3, the communication interface 13 of the information support server 1 receives the first or second product purchasing information (ST201), and registers the first or second product purchasing information in the non-volatile memory 12 (ST202).

[0067] Processor 11 searches for member information from the member database based on the contact information included in the first product purchase information, and generates a first product guide for product purchasers based on the first product purchase information and member information that include the same contact information (ST203). Processor 11 also searches for member information from the member database based on the contact information included in the second product purchase information, and generates a second product guide for non-purchasers based on the second product purchase information and member information that include the same contact information (ST203).

[0068] The communication interface 13 transmits the first product guide based on the contact information included in the first product purchase information (ST204). Also, the communication interface 13 transmits the second product guide based on the contact information included in the second product purchase information (ST204).

[0069] For example, the first product guide for a product purchaser includes a guide to related products related to predetermined product information included in the first product purchase information. The processor 11 generates the first product guide based on the first product purchase information and the member information including the same contact information, searches for related products based on the date of birth, sex, occupation, hobbies, purchase history, etc. included in the member information, and generates the first product guide including the searched related products.

[0070] The second product guide for the product purchaser also includes information on the arrival or ordering of the product indicated by the predetermined product information included in the second product purchase information. Furthermore, the second product guide may include information on related products related to the predetermined product information. In this case, the processor 11 generates the second product guide based on the second product purchase information and the member information including the same contact information, and searches for related products based on the date of birth, sex, occupation, hobbies, purchase history, etc. included in the member information, and generates the second product guide including the searched related products.

[0071] The information support server 1 transmits the first or second product guide based on the first or second product purchase information. By transmitting the first product guide, it is possible to increase product sales opportunities, and by transmitting the second product guide, it is possible to reduce lost product sales opportunities.

[0072] [Print processing] FIG. 4 is a flowchart showing an example of a two-dimensional code print process performed by the information support server according to the embodiment. The processor 11 of the information support server 1 outputs a map based on the map data stored in the non-volatile memory 12, and also outputs a product list based on the product list data stored in the non-volatile memory 12 (ST301). The display 141 displays a two-dimensional code print screen including the map and the product list.

[0073] The person in charge of the information support server 1 designates or selects a specific sales floor from the map, and also designates or selects a specific product from the product list, via the touch panel 142. The processor 11 accepts the designation or selection of a specific sales floor on the map via the touch panel 142, and accepts the designation or selection of a specific product from the product list (ST302).

[0074] The processor 11 generates a two-dimensional code including access information to the information support server 1 and including predetermined sales floor information and predetermined product information based on the designation or selection of a predetermined sales floor and a predetermined product, and instructs output of print data for the two-dimensional code (ST303). The output interface 15 outputs the print data for the two-dimensional code (ST304). The printer P prints the two-dimensional code including the access information, the predetermined sales floor information, and the predetermined product information.

[0075] [summary] The above explanation describes the output of two-dimensional code print data including access information, specified sales area information, and specified product information, but the information support server 1 can output two-dimensional code print data including any information that is selected or specified.

[0076] According to the embodiment described above, it is possible to provide an information support server and a program that support the provision of a response to an inquiry from an inquiry terminal. (1) The communication interface 13 of the information assistance server 1 according to the embodiment receives inquiry information from the inquiry terminal 2 from which the identification code has been read. The processor 11 of the information assistance server 1 detects one or more candidate terminals that meet the conditions from among the one or more response terminals based on the inquiry additional information included in the inquiry information and the terminal additional information included in the response terminal information of the terminal database stored in the non-volatile memory 12, and generates a response including the call status of the candidate terminal. The communication interface 13 transmits the generated response to the inquiry terminal 2. The information assistance server 1 communicates the call status of the candidate terminal that meets the conditions to the inquiry terminal 2. The customer can learn the call status of the candidate terminal that meets the conditions via the inquiry terminal 2.

[0077] (2) Furthermore, the processor 11 of the information support server 1 according to the embodiment detects candidate terminals that meet the conditions based on the sales floor information included in the inquiry attached information and the sales floor information included in the terminal attached information. The customer can call a person in charge (candidate terminal) of the desired sales floor via the inquiry terminal 2.

[0078] (3) Furthermore, the processor 11 of the information support server 1 according to the embodiment detects candidate terminals that meet the conditions based on the product manufacturer included in the inquiry auxiliary information and the product manufacturer included in the terminal auxiliary information. The customer can call a person (candidate terminal) who is knowledgeable about the target product manufacturer via the inquiry terminal 2.

[0079] (4) Furthermore, the processor 11 of the information support server 1 according to the embodiment detects candidate terminals that meet the conditions based on the product information included in the inquiry attached information and the product information included in the terminal attached information. The customer can call a person in charge (candidate terminal) who is knowledgeable about the desired product via the inquiry terminal 2.

[0080] (5) The processor 11 of the information support server 1 according to the embodiment detects an accepting terminal from among the candidate terminals based on the acceptance response from the candidate terminal, and generates a response including the call status of the accepting terminal. The customer can know the call status of the accepting terminal that meets the conditions via the inquiry terminal 2.

[0081] (6) Furthermore, the processor 11 of the information support server 1 according to the embodiment counts the number of waiting calls to the acceptance terminal and generates a response including the waiting number. The customer can know the number of waiting calls to the acceptance terminal via the inquiry terminal 2.

[0082] (7) Furthermore, the processor 11 of the information support server 1 according to the embodiment estimates the waiting time until the call based on the number of waiting calls and generates a response including the waiting time. The customer can know the waiting time for the acceptance terminal via the inquiry terminal 2.

[0083] (8) Furthermore, the processor 11 of the information support server 1 according to the embodiment detects one or more candidate terminals that meet the conditions from among one or more response terminals, and detects the candidate terminal with the minimum number of waiting terminals. The customer can receive a response via the inquiry terminal 2 through the efficiently detected candidate terminal.

[0084] (9) Furthermore, the processor 11 of the information support server 1 according to the embodiment generates and outputs a list of inquiries including at least a part of the inquiry auxiliary information. The administrator can know the inquiry status from the list of inquiries via the information support server 1.

[0085] (10) Furthermore, the processor 11 of the information support server 1 according to the embodiment detects an accepting terminal from among the candidate terminals based on the acceptance included in the reply from the candidate terminal, acquires accepting terminal information regarding the accepting terminal, and the inquiries included in the list include the accepting terminal information. The administrator can know the inquiry status of the accepting terminal from the inquiry list via the information support server 1.

[0086] (11) Furthermore, the accepting terminal information included in the inquiry list generated by the information support server 1 according to the embodiment includes the call status of the accepting terminal. The administrator can know the call status of the accepting terminal from the inquiry list via the information support server 1.

[0087] (12) In addition, the list of inquiries generated by the information support server 1 according to the embodiment includes sales floor information corresponding to the inquiry information. The manager can know the call status from each sales floor from the list of inquiries via the information support server 1.

[0088] (13) Furthermore, when the predetermined sales area is the most common among the multiple inquiries, the processor 11 of the information support server 1 according to the embodiment displays the inquiries including the predetermined sales area in a first display format and displays the inquiries not including the predetermined sales area in a second display format. The manager can know the sales area that is the most common among the inquiries via the information support server 1.

[0089] (14) In addition, the list of inquiries generated by the information support server 1 according to the embodiment includes product information corresponding to the inquiry information. The administrator can know the product that is the subject of the inquiry from the list of inquiries via the information support server 1.

[0090] (15) In addition, the communication interface 13 of the information support server 1 according to the embodiment transmits a call including a link to the product information to the candidate terminal. The person in charge can confirm the product information of the inquiry target from the link to the product information via the candidate terminal.

[0091] (16) Furthermore, the processor 11 of the information support server 1 according to the embodiment outputs a map based on the map data to the user interface 14, accepts designation of a sales floor from the map via the user interface 14, and generates and outputs an identification code including sales floor information based on the designated sales floor. The printer P prints the generated identification code. With a simple operation, the person in charge can obtain a printed medium of the identification code including the desired information.

[0092] (17) Furthermore, the processor 11 of the information support server 1 according to the embodiment accepts a product designation from the product list via the user interface 14, and generates and outputs an identification code including product information based on the product designation. The printer P prints the generated identification code. With a simple operation, the person in charge can obtain a printed medium of the identification code including the desired information. Moreover, the processor 11 of the information support server 1 according to the embodiment realizes the above (1) to (17) based on a program stored in the nonvolatile memory 12. The information support server 1 accepts the program stored in a non-transitory computer-readable storage medium, stores it in the nonvolatile memory 12, and completes installation of the program. Alternatively, the information support server 1 downloads the program via the communication interface 13, stores it in the nonvolatile memory 12, and completes installation of the program.

[0093] [Variations] Next, screen transitions of the inquiry terminal 2 and the response terminal 3 will be described with reference to Fig. 5 to Fig. 15. Here, a case will be described in which the response terminal 3 displays a list of inquiries, and the person in charge of the response terminal 3 selects a specific inquiry from the inquiry list and responds to it. As described above, the information support server 1 may connect the inquiry terminal 2 and the response terminal 3, and then the person in charge of the response terminal 3 may respond from the screen of the response terminal 3.

[0094] FIG. 5 is a diagram showing the concept of calling a store clerk or an operator according to the embodiment. A predetermined two-dimensional code medium is arranged corresponding to a predetermined sales floor or a predetermined product shelf, etc. In response to a customer's operation, the inquiry terminal 2 reads the two-dimensional code, and transmits inquiry information to the information support server 1 based on the access information contained in the two-dimensional code. The information support server 1 generates an inquiry list based on the inquiry information from each inquiry terminal 2.

[0095] Alternatively, the information support server 1 searches for information on inventory, store information (store interior / sales floor map), products, pamphlets, and videos based on the inquiry information, and transmits the search results to the inquiry terminal 2.

[0096] FIG. 6 is a diagram illustrating an example of a screen transition of the inquiry terminal according to the embodiment. After transmitting the inquiry information to the information support server 1, the inquiry terminal 2 displays a top screen. For example, the top screen includes items such as product location, stock information, size information, call a salesperson, and others. In response to the selection of the product location, the inquiry terminal 2 transitions to an inquiry screen for inquiring about the product location. In response to the selection of others, the inquiry terminal 2 links to a customer support link system and transitions to a customer support menu screen.

[0097] FIG. 7 is a diagram illustrating a first customer service screen according to the embodiment. The response terminal 3 displays a first customer service screen in response to a start operation of a specific application. The first customer service screen includes input items for email and password. The response terminal 3 accepts the email and password input via the first customer service screen, and is permitted to log in if the input email and password satisfy the conditions.

[0098] FIG. 8 is a diagram illustrating a second customer service screen according to the embodiment. When the response terminal 3 permits the login, it transitions the first customer service screen to a second customer service screen. The second customer service screen includes function designation items (call, in-store map, and QR printing). In the initial state of the second customer service screen, call is selected. The second customer service screen with call selected includes an inquiry list. The inquiry list is information managed by the information support server 1, and includes multiple inquiries. The inquiry includes the inquiry date and time, the last response date and time, the call point, the inquiry content, the response, and the status (waiting to be responded to, in progress, or responded to).

[0099] The second customer service screen also includes an input item for an inquiry narrowing key, and the information support server 1 accepts inquiry narrowing by a call point and a status.

[0100] FIG. 9 is a diagram illustrating a third customer service screen according to the embodiment. The response terminal 3 transitions the second customer service screen to a third customer service screen in response to the selection of a predetermined inquiry from a predetermined inquiry terminal 2 included in the second customer service screen. The third customer service screen includes information related to the predetermined inquiry from the predetermined inquiry terminal 2. For example, the third customer service screen includes predetermined store information (XXX store) and predetermined sales floor information (YYY sales floor). The third customer service screen also includes the location of the product, the inquiry number, and the inquiry date and time. Furthermore, the third customer service screen includes a communication field, which includes the inquiry content (please tell me the location of the product) and the call comment (I will be there now, please wait a moment, and may I ask for more details?). Furthermore, the third customer service screen includes a location guide (it is in corner A). Furthermore, the third customer service screen includes a call status (on hold, in progress, and completed) and a memo field.

[0101] FIG. 10 is a diagram illustrating a fourth customer service screen according to the embodiment. The response terminal 3 transitions the third customer service screen to a fourth customer service screen in response to the selection of the call comment (I'll be there now) included in the third customer service screen. The communication field of the fourth customer service screen includes the selected call comment. The response terminal 3 transmits the selected call comment to a predetermined inquiry terminal 2 in response to the selection of the call comment, and updates the fifth customer service screen. For example, the fourth customer service screen displays the call status (currently being served) in response to the selection of the call comment (I'll be there now).

[0102] FIG. 11 is a diagram illustrating a fifth customer service screen according to the embodiment. The response terminal 3 transitions the third customer service screen to a fifth customer service screen in response to the selection of a location guide (located in corner A) included in the third customer service screen. The communication field of the fifth customer service screen includes the selected location guide. The response terminal 3 transmits the selected location guide to a predetermined inquiry terminal 2 in response to the selection of the location guide, and updates the fifth customer service screen. For example, the fifth customer service screen displays a call status (in service) corresponding to the selection of the location guide. Alternatively, the response terminal 3 transmits the input comment to a predetermined inquiry terminal 2 in response to the input of a comment in the memo field, and updates the fifth customer service screen. For example, the fifth customer service screen displays a call status (in service) corresponding to the transmission of the comment.

[0103] FIG. 12 is a diagram illustrating a sixth customer service screen according to the embodiment. The response terminal 3 transitions the first customer service screen to a sixth customer service screen in response to the selection of a function designation item (store map) included in the first customer service screen. The sixth customer service screen includes a store map (the entire store or a part of the store). The store map is generated based on map data stored in the non-volatile memory 32. The store map includes sections corresponding to multiple sales areas and includes product categories (leisure, home appliances, lighting, etc.) corresponding to the sections.

[0104] FIG. 13 is a diagram illustrating a seventh customer service screen according to the embodiment. The response terminal 3 transitions the sixth customer service screen to a seventh customer service screen in response to the selection of a predetermined section on the sixth customer service screen. The seventh customer service screen includes an input form corresponding to the predetermined section. The response terminal 3 accepts the registration of the product via the input form.

[0105] FIG. 14 is a diagram illustrating an eighth customer service screen according to the embodiment. The response terminal 3 transitions the seventh customer service screen to an eighth customer service screen in response to the selection of a specific item (registration) on the seventh customer service screen. The eighth customer service screen includes an item that accepts updating or deleting the selected specific item. The eighth customer service screen also includes an item that accepts a designation for QR printing. The response terminal 3 moves the items on the screen in any direction in response to a scroll operation.

[0106] FIG. 15 is a diagram illustrating a ninth customer service screen according to the embodiment. The responding terminal 3 transitions the eighth customer service screen to a ninth customer service screen in response to the selection of QR printing on the eighth customer service screen. The ninth customer service screen includes an item for specifying the size of the QR code (large, medium, small) and an item for specifying printing. Furthermore, the ninth customer service screen includes an item for specifying a call point. When the responding terminal 3 accepts printing via the item for specifying printing, it specifies printing of a QR code according to the set conditions. The printer prints the specified QR code based on the specification from the responding terminal 3.

[0107] The present invention is not limited to the above-mentioned embodiment, and can be modified in various ways without departing from the gist of the present invention. The embodiments may be combined as appropriate, and in that case, the combined effects can be obtained. Furthermore, the above-mentioned embodiment includes various inventions, and various inventions can be extracted by combinations detected from the multiple constituent elements disclosed. For example, if the problem can be solved and the effect can be obtained even if some constituent elements are deleted from all the constituent elements shown in the embodiment, the configuration from which the constituent elements are deleted can be extracted as an invention. [Explanation of symbols]

[0108] 1. Information support server 2...Inquiry terminal 3...Response terminal 11…Processor 12...Non-volatile memory 13...Communication interface 14...User Interface 15...Output interface 21…Processor 22...Non-volatile memory 23...Communication interface 24...User Interface 25…Camera 31…Processor 32...Non-volatile memory 33...Communication interface 34...User interface 35…Camera 141…Display 142…Touch panel 241…Display 242…Touch panel

Claims

1. a memory for storing a terminal database including response terminal information of one or more response terminals; a communication interface that receives inquiry information from an inquiry terminal that has read an identification code containing information about the location of a store, a sales area, or a product shelf, and transmits a response to the inquiry information; a processor that outputs the response to the inquiry information, the processor acquires inquiry attached information included in the inquiry information and terminal attached information included in the response terminal information, and detects one or more candidate terminals that meet a condition from among one or more response terminals based on the inquiry attached information including the identification code and the terminal attached information; The communication interface sends a call to a candidate terminal and receives a response from the candidate terminal; the processor detects an accepting terminal from among the candidate terminals based on the acceptance response, and generates the response including the call status of the accepting terminal. Information support server.

2. An information support server according to claim 1, wherein the processor estimates a waiting time until the accepting terminal connects with the inquiry terminal and generates the response including the waiting time.

3. An information support server according to claim 2, wherein the processor estimates the waiting time until the accepting terminal connects with the inquiry terminal based on the number of waiting calls to the accepting terminal.

4. The inquiry auxiliary information includes location information for providing the product or service; the terminal-attached information includes location information for providing goods or services; 2. The information support server of claim 1, wherein the processor detects candidate terminals that meet the conditions based on location information included in the inquiry attached information and location information included in the terminal attached information.

5. The inquiry attached information includes information on a provider that provides a product or service, the terminal-attached information includes information on a provider that provides a product or service, 2. The information support server of claim 1, wherein the processor detects candidate terminals that meet certain conditions based on provider information included in the inquiry attached information and provider information included in the terminal attached information.

6. The inquiry attached information includes product information, the terminal-attached information includes product information, 2. The information support server of claim 1, wherein the processor detects candidate terminals that meet the conditions based on product information included in the inquiry attached information and product information included in the terminal attached information.

7. 2. The information support server of claim 1, wherein the processor, when detecting one or more candidate terminals that meet the conditions from among one or more response terminals, detects the candidate terminal with the smallest number of waiting terminals.

8. 2. The information support server of claim 1, wherein the processor generates and outputs a list of inquiries including at least a portion of the inquiry auxiliary information.

9. The communication interface sends a call to a candidate terminal and receives a response from the candidate terminal; the processor detects an accepting terminal from among the candidate terminals based on the acceptance included in the response, and obtains accepting terminal information regarding the accepting terminal; 9. The information support server of claim 8, wherein the inquiry includes acceptance terminal information.

10. 10. The information support server of claim 9, wherein the accepting terminal information includes a call status of the accepting terminal.

11. The inquiry attached information includes sales area information, 9. The information support server of claim 8, wherein the inquiry includes the sales area information corresponding to the inquiry information.

12. the list includes a plurality of inquiries; The information support server of claim 11, wherein the processor, when the specified sales area is the largest number of the multiple inquiries, displays the inquiries including the specified sales area in a first display format and displays the inquiries not including the specified sales area in a second display format.

13. the inquiry auxiliary information includes product information or a link to the product information, 9. The information support server of claim 8, wherein the inquiry includes the product information corresponding to the inquiry information.

14. The inquiry attached information includes a link to predetermined product information, 2. The information assistance server of claim 1, wherein the communication interface transmits a call including the link to the candidate terminal.

15. The memory stores map data including sales areas; 2. The information support server of claim 1, wherein the processor outputs a map based on the map data to a user interface, accepts a designation of a sales area from the map via the user interface, and generates and outputs an identification code including sales area information based on the designation of the sales area.

16. The memory stores a product list; 15. The information support server of claim 14, wherein the processor accepts a product designation from the product list via a user interface, and generates and outputs an identification code including product information based on the product designation.

17. On the computer, receiving inquiry information from an inquiry terminal that has read an identification code containing information about the location of a store, a sales floor, or a product shelf; acquiring inquiry auxiliary information included in the inquiry information; acquiring terminal-attached information included in the response terminal information from a memory storing a terminal database including response terminal information of one or more response terminals; detecting one or more candidate terminals that meet a condition from one or more response terminals based on the inquiry attached information including the identification code and the terminal attached information; Sending a call to a candidate terminal and receiving a response from the candidate terminal; Detecting an accepting terminal from among the candidate terminals based on the acceptance response; generating a response including the call status of said accepting terminal; a program for transmitting the response to the inquiry information;

18. The program of claim 17, wherein generating the response includes processing for estimating a waiting time until the accepting terminal connects with the inquiring terminal and generating a response including the waiting time.

19. The program of claim 18, wherein estimating the waiting time includes processing for estimating the waiting time until the accepting terminal connects with the inquiry terminal based on the number of waiting calls to the accepting terminal.

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