Product management device, customer service support system, and customer service support method

Abstract

To provide a product management device, a customer service support system, and a customer service support method capable of notifying a sales clerk of an appropriate customer service timing.SOLUTION: A product management device according to one aspect is a product management device that manages products. The product management device includes a control unit that controls a sales clerk terminal device used by a sales clerk to display information indicating that it is a customer service timing for a user when a predetermined action of the user with respect to a product is detected.SELECTED DRAWING: Figure 6

Description

[Technical field]

[0001] The present invention relates to a merchandise management device, a customer service support system, and a customer service support method. [Background technology]

[0002] Conventionally, there have been systems that provide customer service support to store clerks who serve customers. For example, there is the following system. That is, there is a system that acquires a trajectory of a customer's movement in a store from an in-store video, creates a prediction model that predicts the outcome of a purchasing behavior from the trajectory, estimates the probability that the customer will make a purchasing behavior based on the prediction model, and transmits the probability to a terminal device used by the store clerk. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent No. 6879379 Summary of the Invention [Problem to be solved by the invention]

[0004] However, in the above-mentioned system, it may take time for the probability of making a purchase to be displayed on the terminal device due to the creation of a predictive model, etc. Customers move around in real time, and if it takes time for the probability to be displayed, the salesperson may miss the opportunity to serve the customer, which may result in the customer not making a purchase. In addition, the terminal device used by the salesperson only displays the probability, and the salesperson may not be able to serve the customer at the appropriate time.

[0005] Therefore, an object of the present disclosure is to provide a merchandise management device, a customer service support system, and a customer service support method that are capable of notifying store clerks of appropriate timing to serve customers. [Means for solving the problem]

[0006] A first aspect of the present invention relates to a product management device for managing products. The product management device includes a control unit that controls a salesperson terminal device used by a salesperson to display information indicating that it is time to serve the user when a predetermined action of the user with respect to the product is detected.

[0007] A customer service support system according to a second aspect has a product management device that manages products and a sales clerk terminal device used by a sales clerk. In the customer service support system, when the product management device detects a predetermined action of a user with respect to a product, the sales clerk terminal device controls the sales clerk terminal device to display information indicating the timing of serving the user. In the customer service support system, the sales clerk terminal device displays the information indicating the timing of serving the user on a display unit of the sales clerk terminal device.

[0008] A customer service support method according to a third aspect is a customer service support method in a product management device that manages products. The customer service support method includes a step of controlling a salesperson terminal device used by a salesperson to display information indicating that it is time to serve the user when a predetermined action of the user with respect to the product is detected. Effect of the Invention

[0009] According to the present disclosure, it is possible to provide a merchandise management device, a customer service support system, and a customer service support method that are capable of notifying store clerks of appropriate timing to serve customers. [Brief description of the drawings]

[0010] [Figure 1] FIG. 1 is a diagram illustrating an example of the configuration of a customer service support system according to the first embodiment. [Diagram 2] FIG. 2 is a diagram illustrating an example of an application scenario of the customer service support system according to the first embodiment. [Diagram 3] FIG. 3 is a diagram illustrating an example of the configuration of the appliance communication device according to the first embodiment. [Figure 4]FIG. 4(A) is a diagram illustrating an example of the configuration of a user terminal device according to the first embodiment, and FIG. 4(B) is a diagram illustrating an example of the configuration of a store clerk terminal device according to the first embodiment. [Diagram 5] FIG. 5 is a diagram illustrating an example of the configuration of the product management device according to the first embodiment. [Figure 6] FIG. 6 is a diagram illustrating a first operation example according to the first embodiment. [Figure 7] FIG. 7 is a diagram illustrating an example of a setting screen according to the first embodiment. [Figure 8] FIG. 8 is a diagram illustrating an example of an operation in the first phase according to the first embodiment. [Figure 9] FIG. 9 is a diagram illustrating an example of the operation of the second phase according to the first embodiment. [Figure 10] FIG. 10 is a diagram illustrating an example of statistical data according to the first embodiment. [Figure 11] FIG. 11 is a diagram illustrating an example of an operation in the data accumulation phase according to the first embodiment. [Figure 12] FIG. 12 is a diagram illustrating an example of an operation in the data analysis phase according to the first embodiment. [Figure 13] FIG. 13 is a diagram illustrating an example of a fitting probability change operation according to the first embodiment. [Figure 14] FIG. 14 is a diagram illustrating an example of operation according to the second embodiment. [Figure 15] FIG. 15 is a diagram illustrating an example of a display screen according to the first embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] [First embodiment] It is known that the correlation between trying on items and purchasing items is higher than a certain level among the behavior of customers visiting a store. Customers who try on items are more likely to purchase a product than those who do not. Therefore, it is known that in order to increase the purchase rate of a product to a certain level or higher, it is important for a salesperson to serve customers at the timing when they want to try on items.

[0012] In the above-mentioned Patent Document 1, the purchase rate of the customer is simply displayed on the terminal device of the salesperson. Therefore, even if the purchase rate is displayed, it does not necessarily mean that the customer wants to try on the clothes at the time of the display.

[0013] Therefore, the first embodiment aims to be able to notify the store clerk of the appropriate timing to serve a customer.

[0014] Hereinafter, the embodiments will be described in detail with reference to the drawings. In the description of the drawings, the same or similar parts are denoted by the same or similar reference numerals.

[0015] (Example of customer service support system configuration) Next, a configuration example of a customer service support system according to the first embodiment will be described.

[0016] The customer service support system 10 has a plurality of appliance communication devices 100 (100-1, 100-2, 100-3, ...), a plurality of product tags 200 (200-1, 200-2, 200-3, ...), and a plurality of beacon transmitting devices 300 (300-1, 300-2, 300-3, ...). The customer service support system 10 also has a user terminal device 500, a store clerk terminal device 600, and a product management device 700. The customer service support system 10 may also have a camera device 400.

[0017] In one embodiment, the appliance communication device 100, the product tag 200, the beacon transmitting device 300, and the camera device 400 are installed in a store S. In the following, an example in which the store S is an apparel store will be described, but the store S may be any store that sells the product P, and may be, for example, a supermarket, a greengrocer, a fishmonger, etc.

[0018] Moreover, in one embodiment, the appliance communication device 100 and the product tag 200 are provided in a display zone Z. In the following, a hanger rack will be used as an example of the display zone Z, but the display zone Z may be any zone that displays the product P, and may be, for example, a display shelf or a showcase. In the following, an example will be described in which one display zone Z exists in the store S, but multiple display zones Z may exist in the store S.

[0019] The appliance communication device 100 may be provided in a holding appliance H that holds the product P. In the following, a hanger is used as an example of the holding appliance H, but the holding appliance H may be any appliance capable of holding the product P, and may be, for example, a tray or a product fixing device. In the following, an example is described in which a plurality of sets are provided in the display zone Z, each set including the holding appliance H and the product P, but the number of sets may be one. The appliance communication device 100 may be provided not in the holding appliance H that holds the product P, but in the price tag of the product P. The appliance communication device 100 is a communication device provided in the holding appliance H or the price tag of the product P. The appliance communication device 100 may be incorporated in the holding appliance H or may be attached to the surface of the holding appliance H. The appliance communication device 100 may be attached to the price tag of the product P. The above example is not limited to the above example, and the appliance communication device 100 may be attached in association with the product P, and may be attached to, for example, a product tag 200 described later.

[0020] The product tag 200 is a tag attached to the product P. In the following, an example of a wireless tag will be described as the product tag 200, but the product tag 200 may be a barcode. A product identifier (or product ID) for identifying the product P from other products is written in the product tag 200. The wireless tag may be called an IC tag, an RFID, or an RF tag. In the following, a passive wireless tag will be described as an example of the wireless tag, but the wireless tag may be an active wireless tag. Even when the product tag 200 is a barcode, the barcode includes a product identifier. In the following, the product tag 200 may be attached to the surface of the product P, or may be affixed to a label attached to the product P.

[0021] The beacon transmitting device 300 is installed in a facility E in the store S. The beacon transmitting device 300 constantly (or periodically) transmits a beacon. A beacon is a signal including an identifier (or ID). In the following, an example in which multiple facilities E exist in the store S is described, but the facility E may be one in the store S. The facility E is, for example, a full-length mirror (or stand mirror) or a fitting room. The beacon transmitting device 300 installed in the full-length mirror transmits a beacon including an identifier indicating the full-length mirror (hereinafter, referred to as a "full-length mirror identifier"). The beacon transmitting device 300 installed in the fitting room transmits a beacon including an identifier indicating the fitting room (hereinafter, referred to as a "fitting room identifier"). The beacon transmitting device 300 installed in the facility E transmits a beacon including an identifier indicating the type of facility E.

[0022] The camera device 400 is installed in a store S and captures images of the user's state inside the store. In the following, an example in which the camera device 400 is installed near the display zone Z will be described, but the camera device 400 may be installed in a location other than the display zone Z, such as near equipment E. The camera device 400 is connected to the network NW via a wired line or a wireless line. The camera device 400 transmits the captured image as image data to the product management device 700 via the network NW.

[0023] The user terminal device 500 is a terminal device used by a user. The user terminal device 500 may be a terminal device held by a user. Here, a user is a customer who can purchase a product P in a store S. In the following, the terms "user" and "customer" may not be distinguished from each other. The user terminal device 500 can be connected to a network NW via a wireless line. The user terminal device 500 can communicate with a product management device 700 via the network NW. The user terminal device 500 is a portable communication terminal device. Specifically, the user terminal device 500 is a smartphone, a tablet terminal, a wearable terminal, or the like. The user terminal device 500 may have a program that can be used in the store S installed therein. The user can receive various services in the store S via the user terminal device 500 in which the program is installed.

[0024] The clerk terminal device 600 is a terminal device used by a clerk. The clerk terminal device 600 may be a terminal device held by a clerk. Here, the clerk is an employee of the store S who serves users in the store S. The clerk terminal device 600 is connected to the network NW via a wireless line and can communicate with the product management device 700 via the network NW. The clerk terminal device 600 may also be a portable communication terminal device, and specifically, may be a smartphone, a tablet terminal, or a wearable terminal. It is assumed that a program for the customer service support system 10 (for example, a customer service support program) is installed in the clerk terminal device 600. The clerk can know the timing of customer service by using the clerk terminal device 600 in which the program is installed.

[0025] The product management device 700 is a device that manages products P. The product management device 700 is connected to a network NW via a wired line or a wireless line, and can communicate with a user terminal device 500 and a store clerk terminal device 600 via the network NW. In the following, an example in which the product management device 700 exists outside the store S will be described, but the product management device 700 may be located inside the store S. The product management device 700 may be a cloud server. A cloud server is a server that can provide computer resources in the form of a service. The product management device 700 may provide computer resources to the user terminal device and the store clerk terminal device 600 as a cloud server. The product management device 700 may be a dedicated server, or may be a general-purpose computer in which a product management program (or a customer service support program) is installed.

[0026] (An example of a scenario in which a customer service support system can be used) FIG. 2 is a diagram showing an example of an application scenario of the customer service support system 10 according to the first embodiment.

[0027] As shown in FIG. 2, a user U carrying a user terminal device 500 enters a store S. In the store S, multiple sets of a product P and a holding tool H are arranged on a hanger rack L (display zone Z). In this embodiment, an example in which the product P is held by the holding tool H will be described, but the product P does not have to be held by the holding tool H, and may be placed in the display zone Z, for example. In this case, the tool communication device 100 is attached to the price tag or product tag 200 of the product P.

[0028] The user U selects an item P of interest from among multiple items P on the hanger rack L, and removes the selected item P and the corresponding holding device H from the hanger rack L. The user U searches for a fitting room (facility E2) while holding the item P and the holding device H.

[0029] The sales clerk V holding the sales clerk terminal device 600 confirms that an alert display for the timing to encourage the user U to try on the clothes has been displayed via the display screen displayed on the display unit of the sales clerk terminal device 600. The sales clerk V calls out to the user U to encourage the user U to try on the clothes when the alert display is displayed.

[0030] Then, the user U responds to the call of the store clerk V, and proceeds to the fitting room (facility E) with the product P and the holding device H in hand to try on the product P.

[0031] In this way, in the first embodiment, the timing of serving is notified to the sales clerk V by displaying an alert at the timing to encourage the user U to try on the clothes. This enables the sales clerk V to prompt the user U to try on the clothes at that timing.

[0032] (Example of the configuration of the appliance communication device) Next, a configuration example of the appliance communication device 100 according to the first embodiment will be described.

[0033] FIG. 3 is a diagram illustrating an example of the configuration of the appliance communication device 100. As shown in FIG.

[0034] 3, the appliance communication device 100 includes a beacon transmitting unit 110, a control unit 130, and a detection unit 140. The appliance communication device 100 may also include a product tag reader 120.

[0035] The beacon transmitting unit 110 transmits a beacon (for example, a first beacon) under the control of the control unit 130. In the following, the beacon will be described taking a BT beacon based on the Bluetooth (registered trademark; the same applies below) standard as an example. However, a beacon based on a standard other than Bluetooth may be used. In the first embodiment, the beacon includes an appliance identifier (or hanger ID) for distinguishing the holding appliance H from other holding appliances, and a product identifier (or product ID) for distinguishing the product P from other products. Note that, when the appliance communication device 100 is attached to the price tag of the product P, not the holding appliance H, the beacon may include an appliance identifier (or price tag ID) for distinguishing the price tag from other price tags, instead of an appliance identifier for distinguishing the holding appliance H from other holding appliances H. Furthermore, when the appliance communication device 100 is attached to the product tag 200 of the product P instead of the holding appliance H, the beacon may include an appliance identifier (or product tag ID) for distinguishing the product tag 200 from other product tags 200, instead of an appliance identifier for distinguishing the holding appliance H from other holding appliances H. The appliance identifier is stored in the memory 132 of the appliance communication device 100. On the other hand, the product identifier is read from the product tag 200 by the product tag reader 120.

[0036] Item tag reader 120 reads the item identifier from item tag 200, and outputs the read item identifier to control unit 130. Item tag reader 120 may read the item identifier from item tag 200 by store clerk V bringing item tag 200 close to item tag reader 120.

[0037] The control unit 130 controls various functions of the appliance communication device 100. The control unit 130 has at least one memory 132 and at least one processor 131 electrically connected to the memory 132. The memory 132 includes a volatile memory and a non-volatile memory, and stores information used in processing in the processor 131 and a program executed by the processor 131. The processor 131 may perform various processes by executing the program stored in the memory 132. The memory 132 also stores an appliance identifier. The memory 132 may store a product identifier read by the product tag reader 120. For example, the control unit 130 reads out the appliance identifier stored in the memory 132, receives the product identifier read by the product tag reader 120 from the product tag reader 120, and generates a beacon including the appliance identifier and the product identifier. Then, the control unit 130 transmits the beacon to the beacon transmission unit 110. Alternatively, the control unit 130 may read out the appliance identifier stored in the memory 132, receive the product identifier read by the product tag reader 120 from the product tag reader 120, output the appliance identifier and the product identifier to the beacon transmitting unit 110, and output a signal instructing the beacon generation to the beacon transmitting unit 110. The beacon transmitting unit 110 transmits the beacon received from the control unit 130. Alternatively, the beacon transmitting unit 110 may generate a beacon including the appliance identifier and the product identifier received from the control unit 130 in response to inputting a signal instructing the beacon generation from the control unit 130, and transmit the beacon.

[0038] The detection unit 140 detects that the holding tool H has been taken out of the hanger rack L and that the holding tool H has been returned to the hanger rack L. Then, the detection unit 140 outputs a signal indicating the detection result to the control unit 130. The detection unit 140 may include a switch that turns on or off in response to the holding tool H being taken out of the hanger rack L (or the holding tool H being returned to the hanger rack L), or may include a sensor (e.g., an acceleration sensor) that detects a change in a physical quantity in response to the holding tool H being taken out of the hanger rack L (or the holding tool H being returned to the hanger rack L).

[0039] In the appliance communication device 100 configured as above, the control unit 130 controls the beacon transmitting unit 110 to periodically transmit a beacon (first beacon or first BT beacon) including an appliance identifier and a product identifier when the detection unit 140 detects that the holding appliance H has been removed from the hanger rack L. The control unit 130 controls the beacon transmitting unit 110 to stop transmitting the beacon when the detection unit 140 detects that the holding appliance H has been returned to the hanger rack L after being removed from the hanger rack L.

[0040] (Example of user terminal device configuration) Next, a configuration example of the user terminal device 500 will be described.

[0041] FIG. 4A is a diagram illustrating an example of the configuration of a user terminal device 500 according to the first embodiment.

[0042] As shown in FIG. 4(A), the user terminal device 500 has a beacon receiving unit 510, a wireless communication unit 520, a control unit 530, and a display unit 540.

[0043] The beacon receiving unit 510 receives a beacon (first beacon) transmitted from the appliance communication device 100. The beacon receiving unit 510 reads out an appliance identifier and a product identifier from the received beacon, and outputs the appliance identifier and the product identifier to the control unit 530.

[0044] The wireless communication unit 520 is connected to the network NW via a wireless line and is capable of communicating with the product management device 700 via the network NW. In one embodiment, the wireless communication unit 520 transmits, to the product management device 700 via the network NW, an appliance identifier and a product identifier included in a beacon (first beacon) received by the beacon receiving unit 510, and a user identifier for distinguishing the user U (or the user terminal device 500) from other users (or other user terminal devices).

[0045] The control unit 530 controls various functions in the user terminal device 500. The control unit 530 has at least one memory 532 and at least one processor 531 electrically connected to the memory 532. The memory 532 includes a volatile memory and a non-volatile memory, and stores information used in processing in the processor 531 and a program executed by the processor 531. The processor 531 may perform various processes by executing the program stored in the memory 532. The memory 532 also stores a user identifier. For example, the control unit 530 outputs the user identifier read from the memory 532 and the appliance identifier and the product identifier received from the beacon receiving unit 510 to the wireless communication unit 520.

[0046] The display unit 540 displays various information under the control of the control unit 530 .

[0047] In the user terminal device 500 configured as above, when the beacon receiving unit 510 receives a beacon transmitted from the appliance communication device 100, the control unit 530 transmits to the wireless communication unit 520 the appliance identifier and the product identifier contained in the beacon and the user identifier read from the memory 532. As a result, the user terminal device 500 can transmit the appliance identifier, the product identifier, and the user identifier to the product management device 700 when the user U takes out the holding appliance H holding the product P from the hanger rack L. Then, when the user U is holding the holding appliance H, the control unit 530 periodically receives a beacon from the appliance communication device 100, and therefore can periodically transmit the appliance identifier, the product identifier, and the user identifier to the product management device 700.

[0048] The user terminal device 500 may include a microphone 550. The microphone 550 collects the voice of the user U's conversation. The microphone 550 may also collect the voice of the store clerk V who is talking with the user U. The microphone 550 outputs the collected voice to the control unit 530 as voice data. The control unit 530 transmits the voice data to the merchandise management device 700 via the wireless communication unit 520.

[0049] (Example of the configuration of a store clerk terminal device) Next, a configuration example of the store clerk terminal device 600 will be described.

[0050] FIG. 4B is a diagram illustrating an example of the configuration of the store clerk terminal device 600 according to the first embodiment.

[0051] As shown in FIG. 4(B), the store clerk terminal device 600 includes a wireless communication unit 610, a control unit 630, and a display unit 640.

[0052] The wireless communication unit 610 is connected to the network NW via a wireless line, and is capable of communicating with the product management device 700 via the network NW.

[0053] The control unit 630 controls various functions in the store clerk terminal device 600. The control unit 630 has at least one memory 632 and at least one processor 631 electrically connected to the memory 632. The memory 632 includes a volatile memory and a non-volatile memory, and stores information used for processing in the processor 631 and programs executed by the processor 631. The processor 631 may perform various processes by executing the programs stored in the memory 632.

[0054] The display unit 540 displays various information under the control of the control unit 530 .

[0055] The store clerk terminal device 600 may also have a microphone 650. The microphone 650 collects the conversation of the store clerk V. The microphone 650 may also collect the voice of the user U who is talking with the store clerk V. The microphone 650 outputs the collected voice to the control unit 630 as voice data. The control unit 630 transmits the voice data to the product management device 700 via the wireless communication unit 610.

[0056] (Example of product management device configuration) Next, a configuration example of the product management device 700 will be described.

[0057] FIG. 5 is a diagram illustrating an example of the configuration of a product management device 700 according to the first embodiment.

[0058] As shown in FIG. 5, the product management device 700 includes a communication interface 710, a control unit 730, and a display unit 740.

[0059] The communication interface 710 is connected to the network NW via a wired line or a wireless line. The communication interface 710 receives the appliance identifier, the product identifier, and the user identifier transmitted from the user terminal device 500. The communication interface 710 outputs the received appliance identifier, the product identifier, and the user identifier to the control unit 730.

[0060] The control unit 730 controls various functions of the product management device 700. The control unit 730 has at least one memory 732 and at least one processor 731 electrically connected to the memory 732. The processor 731 may perform various processes by executing a program stored in the memory 732. In one embodiment, the control unit 730 associates a product identifier with a user identifier and stores them in the memory 732. This allows the product management device 700 to associate and manage a product P represented by the product identifier with a user U (or the user terminal device 500) represented by the user identifier, and also makes it possible to manage what action the user U has taken with respect to the product P.

[0061] In one embodiment, the control unit 730 controls the store clerk terminal device 600 to display information indicating that it is time to serve the user U when a predetermined action of the user U with respect to the product P is detected.

[0062] In the first embodiment, the predetermined behavior is a behavior whose behavior time is equal to or greater than a first threshold. Specifically, the behavior time is the time during which the user U holds the product P, and the behavior time is equal to or greater than a first threshold. The behavior time may represent the time during which the user U holds the holding device H for holding the product P together with the product P. Alternatively, the behavior time may represent the time elapsed since the user U took out the holding device H for holding the product P from the hanger rack L. In the following, "the user U holds the product P" and "the user U holds the holding device H for holding the product P together with the product P" may be used interchangeably.

[0063] When the activity time is equal to or longer than the first threshold, it is assumed that the user U is trying to try on the product P and is holding the product P for a time equal to or longer than the first threshold. In such a situation, it is deemed to be time to serve the customer, and the product management device 700 controls the store clerk terminal device 600 to display information indicating the time to serve the customer.

[0064] On the other hand, when the control unit 730 of the merchandise management device 700 controls the store clerk terminal device 600 to display information indicating that it is time to serve the user U, the control unit 730 may, for example, perform the following control.

[0065] First, this may be achieved by the control unit 730 transmitting instruction information (or control information) instructing the store clerk terminal device 600 to display information indicating that it is time to serve a customer, to the store clerk terminal device 600. In this case, upon receiving the instruction information, the control unit 630 of the store clerk terminal device 600 may control the display unit 640 to display the information indicating the time to serve a customer on the display unit 640.

[0066] Secondly, the control unit 730 may control the store clerk terminal device 600 by transmitting information indicating that it is time to serve a customer to the store clerk terminal device 600. In this case, in response to receiving the information via the wireless communication unit 610, the control unit 630 of the store clerk terminal device 600 may control the display unit 640 to display the information on the display unit 640.

[0067] In the first embodiment, the timing to prompt the user U to try on clothes will be described as an example of the customer service timing. Also, in the first embodiment, an alert display to prompt the user U to try on clothes will be described as an example of information indicating the customer service timing.

[0068] The display unit 740 displays various information under the control of the control unit 730. The display unit 740 can display a setting screen that can be set for each store S.

[0069] In the above-described embodiment, an example has been described in which the appliance communication device 100 has the product tag reader 120, and the beacon transmitting unit 110 of the appliance communication device 100 transmits a beacon including the product identifier read by the product tag reader 120 from the product tag 200 and the appliance identifier of the appliance communication device 100 itself (the appliance communication device 100). On the other hand, the appliance communication device 100 may not have the product tag reader 120. In that case, the appliance communication device 100 may transmit a beacon including the appliance identifier of the appliance communication device 100 itself (the appliance communication device 100) without including the product identifier of the product P. The beacon is received by the user terminal device 500, and a beacon including the user identifier and the appliance identifier is transmitted from the user terminal device 500 to the product management device 700. In the product management device 700, the received appliance identifier is linked to the product identifier of the corresponding product P as follows.

[0070] (Pairing method according to the first embodiment) In the first embodiment, pairing refers to linking a product identifier (or product ID) of a product P with an appliance identifier of the appliance communication device 100. The product management device 700 manages the product identifier and the appliance identifier in association with each other, thereby making it possible to know which appliance communication device 100 the product P is attached to. As a pairing method, there is a manual pairing method performed by a store clerk and an automatic pairing method in which pairing is performed automatically without the help of a store clerk.

[0071] (Manual pairing method) The manual pairing procedure basically follows the following steps:

[0072] (A1) An application program for pairing is executed on the store clerk terminal device 600 held by the store clerk.

[0073] (A2) A store clerk holds the store clerk terminal device 600 over the product tag 200 to acquire a product identifier from the product tag 200. If the product tag 200 is a wireless tag, the wireless tag reader function of the store clerk terminal device 600 reads the product identifier from the wireless tag. If the product tag 200 is a barcode, the barcode reader function of the store clerk terminal device 600 reads the barcode and also reads the product identifier contained in the barcode.

[0074] (A3) A store clerk holds the store clerk terminal device 600 over the appliance communication device 100 to read out the appliance identifier from the appliance communication device 100. If the appliance communication device 100 is capable of communicating using the NFC system, the NFC reader function of the store clerk terminal device 600 reads out the appliance identifier from the appliance communication device 100. If a QR code (registered trademark; the same applies below) affixed to the appliance communication device 100 contains an appliance identifier, the QR code reader function of the store clerk terminal device 600 reads out the QR code and reads out the appliance identifier from the QR code. If an appliance identifier is written in a wireless tag affixed to the appliance communication device 100, the wireless tag reader function of the store clerk terminal device 600 reads out the appliance identifier.

[0075] (A4) The store clerk terminal device 600 transmits the product identifier read out in (A2) and the device identifier read out in (A3) to the product management device 700 via the network NW.

[0076] In this manner, the product management device 700 can acquire the product identifier of the product P and the appliance identifier of the appliance communication device 100 from the store clerk terminal device 600. The product management device 700 stores the product identifier and the appliance identifier in the memory 732 in association with each other.

[0077] The order of (A2) and (A3) may be reversed.

[0078] (Automatic pairing method) In the case of the automatic pairing method, pairing is performed, for example, as follows.

[0079] First, a display zone communication device provided near the display zone Z (hanger rack L or display shelf) may be used. In this case, a device wireless tag is provided on the holding device H to which the device communication device 100 is attached. An appliance identifier is written in the device wireless tag. Alternatively, the device wireless tag may be attached to the surface of the appliance communication device 100. The display zone communication device has a wireless tag reader. The wireless tag reader reads the product identifier from the product tag 200 and reads the appliance identifier from the device wireless tag. The display zone communication device has a wireless communication unit. The wireless communication unit transmits the product identifier and the appliance identifier to the product management device 700 via the network NW.

[0080] Secondly, the user terminal device 500 may be used. That is, the user terminal device 500 has a wireless tag reader, and reads the appliance identifier written in the device wireless tag and the product identifier from the product tag 200 by using the wireless tag reader. The user terminal device 500 transmits the appliance identifier and the product identifier to the product management device 700 by using the wireless communication unit 520.

[0081] Although the manual pairing method and the automatic pairing method have been described above, pairing may be performed by a method other than the above-described methods as long as the product management device 700 can link the product identifier and the device identifier.

[0082] In the following embodiment, the following example is assumed. That is, the appliance communication device 100 has a product tag reader 120 and transmits a beacon including the product identifier of the product P read from the product tag 200 by the product tag reader 120 and the appliance identifier of the device itself (the appliance communication device 100). Then, the user terminal device 500 that receives the beacon transmits a beacon including the user identifier, the product identifier, and the appliance identifier to the product management device 700. However, as described above, the appliance communication device 100 may not have the product tag reader 120. In that case, the beacon transmitted by the appliance communication device 100 does not include the product identifier, and the beacon transmitted from the user terminal device 500 that receives the beacon to the product management device 700 does not include the product identifier. The product management device 700 reads out the product identifier paired in advance based on the appliance identifier included in the received beacon.

[0083] (First operation example according to the first embodiment) 6 is a diagram illustrating a first operation example according to the first embodiment. FIG. 6 mainly illustrates processing performed by the control unit 730 of the product management device 700.

[0084] As shown in FIG. 6, in step S10, the control unit 730 starts the process.

[0085] In step S11, the control unit 730 detects an action with respect to the product P. The action with respect to the product P is the user U holding the product P (i.e., the user U taking out the holding tool H for holding the product P from the hanger rack L). The user terminal device 500 transmits the tool identifier, the product identifier, and the user identifier to the product management device 700 at the timing of taking out the holding tool H for holding the product P from the hanger rack L. Therefore, by receiving the tool identifier, the product identifier, and the user identifier from the user terminal device 500, the control unit 730 can grasp the timing of taking out the holding tool H for holding the product P from the hanger rack L by the user U, and detect the action with respect to the product P (i.e., holding the product P).

[0086] In step S12, the control unit 730 calculates the activity time of the user U. The control unit 730 calculates the activity time, for example, as follows. That is, when the user terminal device 500 takes out the holding device H from the hanger rack L, it periodically transmits the device identifier, the product identifier, and the user identifier to the product management device 700. That is, while the user U continues to hold the product P, the control unit 730 continues to periodically receive the device identifier, the product identifier, and the user identifier from the user terminal device 500. The control unit 730 calculates the activity time by counting the time during which the device identifier, the product identifier, and the user identifier are continuously received.

[0087] In step S13, the control unit 730 determines whether the activity time is equal to or greater than the first threshold. If the activity time is equal to or greater than the first threshold (YES in step S13), the process proceeds to step S14. On the other hand, if the activity time is less than the first threshold, the process proceeds to step S15.

[0088] In step S14, the control unit 730 detects the predetermined behavior and controls the store clerk terminal device 600 to display an alert display encouraging the customer to try on the clothes. Specifically, the control unit 730 transmits instruction information to the store clerk terminal device 600 to instruct the store clerk terminal device 600 to display an alert display encouraging the customer to try on the clothes. Alternatively, the control unit 730 transmits information about the alert display encouraging the customer to try on the clothes to the store clerk terminal device 600. As a result, the display unit 640 of the store clerk terminal device 600 displays an alert display encouraging the customer to try on the clothes.

[0089] Fig. 15 is a diagram showing an example of a display screen according to the first embodiment. Fig. 15 shows an example of an alert display displayed on the display unit 640 of the store clerk terminal device 600. In the example of Fig. 15, the alert display includes the text "Timing for guidance on trying on items" and a mark indicating an alert.

[0090] Returning to FIG. 6, in step S15, control unit 730 ends the series of processes.

[0091] In this way, in the first embodiment, when the control unit 730 of the product management device 700 detects a predetermined behavior of the user U with respect to the product P, it controls the store clerk terminal device 600 to display information indicating that it is time to serve the user U (for example, an alert display indicating the timing to encourage the user to try on the product). As a result, for example, an alert display encouraging the user to try on the product is displayed on the display unit 640 of the store clerk terminal device 600, so that the store clerk V can easily ask the user to try on the product. The alert display is displayed when the user U has been holding the product P for a time equal to or longer than the first threshold. Therefore, the product management device 700 can cause the store clerk terminal device 600 to display an alert display at a timing when it is expected that the user U will try on the product, and can notify the store clerk V of the appropriate timing to serve the user U.

[0092] (Example 1 of setting the first threshold) The first threshold value used in the first operation example can be directly specified by the store clerk V or the like. An example of specification in the product management device 700 will be described below. However, the first threshold value can also be specified in the store clerk terminal device 600. Note that "specify" may also be used to mean "set" or "change."

[0093] Fig. 7 is a diagram showing an example of a setting screen according to the first embodiment. Fig. 7 shows an example of the setting screen displayed on the display unit 740 of the product management device 700. The control unit 730 can cause the display unit 740 to display a setting screen that allows the user to specify a first threshold value, and can specify a threshold value input on the setting screen as the first threshold value. The control unit 730 can perform the operation shown in Fig. 6 using the specified first threshold value.

[0094] The setting screen according to the first embodiment may be a different setting screen for each store S. This is because the configuration of the store S, such as the size of the store S or the location of the fitting rooms in the store S, differs from store to store S, and the first threshold for encouraging customers to try on clothes may differ from store to store S.

[0095] First, as shown in FIG. 7, the setting screen may allow input of a different first threshold value depending on gender. This is because the timing from holding the product P to trying it on may differ depending on gender. Alternatively, the setting screen may allow input of a different first threshold value depending on the age of the user. This is because the timing from holding the product P to trying it on may differ depending on age. Alternatively, the setting screen may allow input of a different first threshold value depending on the member rank. This is because the higher the member rank, the shorter the time that the user U tries on the product P after holding it. In this way, the setting screen may allow input of a different first threshold value depending on the attributes of the user, such as gender, age, or member rank.

[0096] Secondly, the setting screen may allow input of different first threshold values ​​according to attributes of a product. The attributes of a product are the type of product. For example, it is expected that the time from holding a T-shirt to trying on the product P is shorter than that for other products, and conversely, it is expected that the time for trying on a coat is longer than that for other products. Therefore, it may be possible to input different first threshold values ​​according to the type of product.

[0097] In this way, in the first embodiment, the first threshold value can be specified by inputting the first threshold value into the setting screen. The inputting into the setting screen may be performed by the store clerk V, or may be performed by a manager or supervisor who manages or supervises the store S.

[0098] (Example 2 of setting the first threshold) Next, a second setting example of the first threshold will be described. In the first setting example of the first threshold, an example in which the first threshold is specified by inputting the first threshold via a setting screen has been described, but the specification of the first threshold is not limited to this. For example, the first threshold may be automatically specified based on the conversation of the user U regarding the product P, or the behavior of the user U regarding the product P. Hereinafter, an example in which the first threshold is specified based on the conversation of the user U or the behavior of the user U will be described as a second setting example of the first threshold.

[0099] (Example of settings based on conversation by user U) For example, if the user U utters the words "try on", it is assumed that the probability that the user U will try on is above a certain level. The same applies to the case where the user U has a conversation to the effect that "I would like to try on". The user terminal device 500 has a microphone 550, and the merchandise management device 700 can acquire the voice data of the user U through the microphone 550. The merchandise management device 700 may acquire the voice data of the user U through the microphone 650 of the store clerk terminal device 600. The control unit 730 of the merchandise management device 700 can grasp the contents of the conversation of the user U by performing voice analysis based on the voice data and converting the voice contents into text, for example. Therefore, the control unit 730 can confirm whether the user U uttered the words "try on" or whether the conversation contents to the effect that "I would like to try on" were carried out based on the contents of the conversation of the user U.

[0100] Therefore, when the control unit 730 detects the words "try on" or a conversation to the effect that "I would like to try on", that is, when it detects voice data representing a voice wishing to "try on", the control unit 730 specifies the first threshold value according to the voice. For example, the control unit 730 can set the first threshold value to "0". In this way, for example, when the user U has a conversation wishing to "try on", the control unit 730 can control the store clerk terminal device 600 to immediately display an alert display encouraging the user to try on.

[0101] (Example of settings based on user U's actions) Regarding the behavior of user U, for example, if user U is looking for a fitting room, it is assumed that the probability that user U will try on the product is above a certain level. Also, for example, if user U is carrying product P and looking for sales clerk V, it is assumed that the probability that user U will try on the product is above a certain level.

[0102] On the other hand, the camera device 400 can capture the behavior of the user U in the store S and transmit the captured image to the merchandise management device 700 as image data. The control unit 730 of the merchandise management device 700 can detect a specific behavior of the user U based on the image data using an AI function. That is, the control unit 730 can detect a specific behavior of the user U by storing image data of the user U performing a specific behavior in the memory 732 as teacher data and performing deep learning using the teacher data and the image data received from the camera device 400. This allows the control unit 730 to identify an image in which the user U is looking for a fitting room, or an image in which the user U is looking for a sales clerk V while holding a product P. Then, when the control unit 730 detects image data representing an image in which the user U is looking for a fitting room, it sets the first threshold to a predetermined value (for example, "0"). Alternatively, when the control unit 730 detects image data representing an image in which the user U is looking for a sales clerk V while holding a product P, it sets the first threshold to a predetermined value (for example, "0"). Thereby, for example, when the merchandise management device 700 detects a behavior that increases the probability of the user U trying on an item of clothing to a certain level or higher, the merchandise management device 700 can cause the store clerk terminal device 600 to display an alert display encouraging the user U to try on an item of clothing.

[0103] In this way, in the second example of setting the first threshold, the control unit 730 can specify the first threshold based on at least one of the voice data of the user U acquired from the microphone 550 (or the microphone 650) and the image data of the user U acquired from the camera device 400.

[0104] (Example 3 of setting the first threshold) The first threshold value can also be specified based on past statistical data. Specifically, the control unit 730 of the product management device 700 stores the action time (step S12 in the first operation example), whether or not the product P was tried on, and whether or not the product P was purchased as statistical data in a storage unit (for example, memory 732), and can specify the first threshold value based on the statistical data. An example of specifying the first threshold value based on statistical data will be described below as a setting example 3 of the first threshold value.

[0105] The phases for acquiring statistical data include a first phase for acquiring the time spent on activities and whether or not the item was tried on, and a second phase for acquiring the presence or absence of a purchase.

[0106] (First Phase) 8 is a diagram illustrating an example of the operation of the first phase according to the first embodiment. The operation of FIG. 8 is mainly performed in the control unit 730 of the product management device 700.

[0107] As shown in FIG. 8, in step S20, the control unit 730 starts the process.

[0108] Steps S21 and S22 are the same as steps S11 and S12 in the first operation example.

[0109] In step S23, the control unit 730 determines whether the user U has tried on the product P. Whether or not the user U has tried on the product P can be detected, for example, as follows. That is, a beacon transmitting device 300 is provided in the fitting room. When the user U moves to the fitting room, the user terminal device 500 receives a beacon (for example, a second beacon or a second BT beacon) transmitted from the beacon transmitting device 300. The beacon receiving unit 510 of the user terminal device 500 reads a fitting room identifier from the beacon and outputs the fitting room identifier to the control unit 530. In response to the input of the fitting room identifier, the control unit 530 transmits the user identifier and the fitting room identifier to the product management device 700 via the wireless communication unit 520. The control unit 730 can detect that the user U has tried on the product by inputting the user identifier and the fitting room identifier. In step S23, if the control unit 730 detects that the user U has tried on the garment (YES in step S23), the process proceeds to step S24. On the other hand, in step S23, if the control unit 730 does not detect that the user U has tried on the garment (NO in step S23), the process proceeds to step S25.

[0110] In step S24, the control unit 730 stores information indicating that the item has been tried on in the memory 732. The control unit 730 may associate the information with a product identifier (or a user identifier) ​​and store it in the memory 732. On the other hand, in step S25, the control unit 730 stores information indicating that the item has not been tried on in the memory 732. In this case, too, the control unit 730 may associate the information with a product identifier (or a user identifier) ​​and store it in the memory 732.

[0111] In step S26, the control unit 730 detects the end of the action of the user U with respect to the product P. For example, the control unit 730 may detect the end of the action of the user U with respect to the product P when the control unit 730 has not received the appliance identifier, the product identifier, and the user identifier from the user terminal device 500 for a certain period of time.

[0112] In step S27, the control unit 730 stores the activity time and whether or not the item was tried on. The activity time may be the time from step S21 to step S26.

[0113] In step S28, the control unit 730 ends the first phase.

[0114] (Phase 2) 9 is a diagram illustrating an example of the operation of the second phase according to the first embodiment. The processes in FIG.

[0115] As shown in FIG. 9, in step S30, the control unit 730 starts the process.

[0116] In step S31, the control unit 730 acquires the purchase history of the user U. For example, when the user U purchases the product P after trying it on, the sales information of the product P is input to the POS system by the store clerk V. The POS system is a system for inputting and collecting sales information. The product identifier is read from the product tag 200 via a wireless tag reader or the like, and is input to the POS system together with the user identifier, the purchase amount, and the number of items purchased. The control unit 730 accesses the POS system to which the store S subscribes via the communication interface 710, and acquires the purchase history of the user U at the store S from the POS system using the user identifier of the user U as a key. The control unit 730 can check whether the user U has purchased the product P from the purchase history.

[0117] In step S32, the control unit 730 stores in the memory 732 whether or not the product P has been purchased.

[0118] In step S33, the control unit 730 ends the second phase.

[0119] As described above, through the first and second phases, the control unit 730 acquires the behavior time, whether or not the user tried on the product, and whether or not the user purchased the product P for each product P. Based on the behavior time, whether or not the user tried on the product, and whether or not the user purchased the product, the control unit 730 manages the behavior time before trying on the product as statistical data, dividing the user into purchasers and non-purchasers.

[0120] FIG. 10 is a diagram showing an example of statistical data according to the first embodiment. As shown in FIG. 10, the control unit 730 calculates the probability of each behavior time (in FIG. 10, "less than 30 seconds," "less than 1 minute," and "1 minute or more") before trying on clothes with respect to the total behavior time, dividing the users into purchasers and non-purchasers. Then, the control unit 730 designates, for example, the behavior time with the highest probability before trying on clothes as the first threshold value based on the statistical data. Alternatively, the control unit 730 may designate, as the first threshold value, a behavior time other than the behavior time with the lowest probability before trying on clothes for non-purchasers. In this way, the control unit 730 can designate the first threshold value based on the behavior time, whether or not a user tries on clothes, and whether or not a user purchases clothes.

[0121] (Determining the next timing for promoting fitting) In the above example, an example of specifying a first threshold value for determining the timing to display an alert has been described. Next, an example of determining the next timing to display an alert based on past history will be described. The determination of the next timing to display an alert may be made by specifying a first threshold value. In other words, the determined timing may be used to specify the first threshold value.

[0122] The timing at which the alert is displayed is also the timing at which the store clerk V encourages the user U to try on the item. Hereinafter, the timing at which the alert is displayed may be referred to as the "try-on promotion timing." The "try-on promotion timing" may be the timing at which the product management device 700 (control unit 730) controls the store clerk terminal device 600 to display the alert. Alternatively, the "try-on promotion timing" may be the timing at which the action time reaches or exceeds a first threshold value.

[0123] In one embodiment, the control unit 730 uses past history when determining the next timing to encourage the customer to try on clothes. For example, the control unit 730 determines the next timing to encourage the customer to try on clothes as follows. That is, the control unit 730 stores in the memory 732 the timing to encourage the customer to try on clothes when the customer has tried on clothes as a successful timing to encourage the customer to try on clothes. The control unit 730 also stores in the memory 732 the timing to encourage the customer to try on clothes when the customer has not tried on clothes as a failed timing to encourage the customer to try on clothes. The control unit 730 then determines the next timing to encourage the customer to try on clothes based on the successful timing to encourage the customer to try on clothes and / or the failed timing to encourage the customer to try on clothes. For example, the control unit 730 may determine the next timing to encourage the customer to try on clothes as the average value of the successful timing to encourage the customer to try on clothes, the median value of the successful timing to encourage the customer to try on clothes, or the most recent successful timing to encourage the customer to try on clothes. Alternatively, the control unit 730 may determine the next timing to encourage the customer to try on clothes as a timing other than the average value of the failed timing to encourage the customer to try on clothes, the median value of the failed timing to encourage the customer to try on clothes, or the most recent failed timing to encourage the customer to try on clothes.

[0124] The timing of encouraging try-on is determined in a data accumulation phase and a data analysis phase. In the data accumulation phase, past history is accumulated, and in the data analysis phase, the timing of the next try-on promotion is determined based on the accumulated past history.

[0125] FIG. 11 is a diagram illustrating an example of an operation in the data accumulation phase according to the first embodiment.

[0126] As shown in FIG. 11, in step S40, the control unit 730 of the product management device 700 starts the process.

[0127] Step S41 is the same as step S11 in the first operation example. However, the control unit 730 stores the timing at which the behavior is detected in the memory 732. The timing at which the behavior is detected may be the timing at which the appliance identifier, the product identifier, and the user identifier are received from the user terminal device 500.

[0128] In step S42, the control unit 730 detects the timing to encourage the customer to try on clothes. The detection of the timing to encourage the customer to try on clothes may be by detecting that step S13 in the first operation example is YES, or by detecting that the store clerk terminal device 600 has been controlled to display an alert. The control unit 730 stores the timing to encourage the customer to try on clothes in the memory 732.

[0129] In step S43, the control unit 730 detects whether the sales clerk V has spoken to the user U about trying on clothes. The control unit 730 may detect whether the sales clerk V has spoken words encouraging the user U to try on clothes, based on voice data acquired from the microphone 650 of the sales clerk terminal device 600. As in the case of detecting whether the user U has spoken words related to "trying on clothes", the control unit 730 may perform voice analysis of the voice data acquired from the microphone 650 of the sales clerk terminal device 600, and may perform detection by comparing it with the voice of "trying on clothes" or by checking whether the textualized characters include "trying on clothes". When the control unit 730 detects the speech, it stores the timing of the speech in the memory 732.

[0130] In step S44, the control unit 730 detects whether the user U has tried on the product P. When the control unit 730 receives the fitting room identifier and the user identifier from the user terminal device 500 via the communication interface 710, the control unit 730 may detect that the user U has tried on the product P (i.e., has tried on the product). The control unit 730 stores in the memory 732 the timing at which it detects that the user U has tried on the product P. Note that if the user U has not tried on the product P, the control unit 730 will not receive the fitting room identifier and the user identifier from the user terminal device 500. In this case, the control unit 730 detects that the user U has not tried on the product P, and stores in the memory 732 information indicating that the product P has not been tried on.

[0131] In step S45, the control unit 730 detects the end of the user U's behavior with respect to the product P. The control unit 730 may detect the end of the user U's behavior with respect to the product P when the control unit 730 has not received the appliance identifier, the product identifier, and the user identifier from the user terminal device 500 for a certain period of time. The control unit 730 stores in the memory 732 the timing at which the behavior end is detected.

[0132] In step S46, the time of each action in steps S41 to S45 is stored in memory 732, and also whether or not the customer has tried on the item in response to the prompt is stored in memory 732.

[0133] In step S47, the control unit 730 ends the data accumulation phase.

[0134] As a result, the control unit 730 stores the timing of each action in each step as a past history in the memory 732. With the timing of each action stored in the memory 732, the operation of the data analysis phase shown in FIG.

[0135] FIG. 12 is a diagram illustrating an example of an operation in the data analysis phase according to the first embodiment.

[0136] As shown in FIG. 12, in step S50, the control unit 730 of the product management device 700 starts the process.

[0137] In step S51, the control unit 730 determines whether or not the store clerk V has spoken to the customer about trying on clothes. The control unit 730 may make this determination based on whether or not the timing of the speech has been stored in the memory 732. If the speech has been spoken to the customer in step S51 (YES in step S51), the process proceeds to step S52. On the other hand, if the speech has not been spoken to the customer (NO in step S51), the process proceeds to step S56.

[0138] In step S52, the control unit 730 determines whether or not the garment has been tried on. The control unit 730 may determine whether or not the garment has been tried on based on whether or not the timing of the try-on when the try-on is detected is stored in the memory 732. If the garment has been tried on (YES in step S52), the process proceeds to step S53. On the other hand, if the garment has not been tried on (NO in step S52), the process proceeds to step S54.

[0139] In step S53, the control unit 730 stores in the memory 732 the try-on prompting timing when the try-on has been performed as a try-on prompting successful timing.

[0140] On the other hand, in step S54, the control unit 730 stores in the memory 732 the try-on prompt timing when the try-on is not performed as a try-on prompt failure timing.

[0141] In step S55, the control unit 730 determines the next timing for encouraging trying on based on the successful timing of the trying on promotion and / or the failed timing of the trying on promotion.

[0142] In step S56, the control unit 730 ends the data analysis phase.

[0143] In this way, the control unit 730 determines the next timing for the sales clerk terminal device 600 to display an alert display based on the timing at which the control unit 730 controls the sales clerk terminal device 600 to display an alert display when the user U has tried on an item (e.g., the timing at which the try-on promotion is successful) and the timing at which the control unit 730 controls the sales clerk terminal device 600 to display an alert display when the user U has not tried on an item (e.g., the timing at which the try-on promotion is unsuccessful). This allows the sales clerk terminal device 600 to display an alert display based on, for example, past history depending on whether or not the item has been tried on, making it possible to increase the probability that the alert display will lead to the item being tried on to a certain level or higher. Therefore, the product management device 700 can notify the sales clerk V of the appropriate timing to serve customers.

[0144] (Second operation example) In the first operation example, an example is described in which an alert display prompting the customer to try on an item is displayed on the display unit 640 of the store clerk terminal device 600. In the second operation example, an example is described in which a probability of trying on an item is further displayed on the display unit 640 of the store clerk terminal device 600.

[0145] Specifically, the control unit 730 of the merchandise management device 700 controls the sales clerk terminal device 600 to display a try-on probability indicating the probability that the user U will try on clothes on the display unit 640 of the sales clerk terminal device 600. As a result, for example, an alert prompting the sales clerk V to try on clothes is displayed together with the try-on probability of the user U, so that the merchandise management device 700 can notify the user U of an appropriate timing to serve the customer.

[0146] In addition, the product management device 700 (control unit 730) may calculate the trying-on probability based on the number of times that the user U takes out the holding device H for holding the product P from the hanger rack L and the number of times that the user U tries on the product P.

[0147] In the second operation example, the calculated try-on probability can be further changed according to the attributes of the product P, the attributes of the user U, and / or the behavior pattern of the user.

[0148] First, the control unit 730 may change the trying-on probability depending on the type of product, i.e., the attributes of the product. For example, for product P, there is a tendency not to try on tops. On the other hand, there is a tendency to try on bottoms. Also, there is a tendency to try on coats on the spot. In this way, the calculated trying-on probability may be increased or decreased depending on the type of product, i.e., the attributes of the product. The control unit 730 manages product identifiers. For example, the control unit 730 accesses an external product database and acquires attribute information of the product corresponding to the product identifier using the product identifier as a key. The control unit 730 can change the trying-on probability based on the attribute information of the product (e.g., product type).

[0149] Secondly, the control unit 730 may change the probability of trying on depending on the user's attributes. For example, the control unit 730 may further increase or decrease the calculated probability of trying on depending on the gender. Alternatively, the calculated probability of trying on may be increased or decreased depending on the member rank. For example, when the member rank is the highest rank, the probability of trying on may be the highest, and the lower the member rank, the lower the probability of trying on. The control unit 730 manages the user identifier. For example, the control unit 730 accesses an external user information database and acquires the user's attribute information (for example, gender or member rank) using the user identifier as a key. The control unit 730 can change the probability of trying on based on the user's attribute information.

[0150] Thirdly, the control unit 730 may change the try-on probability according to the behavioral pattern of the user U. For example, when the revisit interval is less than a certain interval, it is assumed that the user U has a higher willingness to purchase than when the revisit interval is equal to or greater than a certain interval. Therefore, the control unit 730 may further increase the calculated try-on probability when the revisit interval is less than a certain interval. Alternatively, when the user U is patrolling the store S, it is assumed that the user U is window shopping, so the control unit 730 may further lower the calculated try-on probability. Alternatively, when the user U is located in the same place, it is assumed that the user U has a willingness to purchase the product P, so the control unit 730 may further increase the calculated try-on probability. Since the control unit 730 acquires an image of the user U from the camera device 400, it is possible to detect a behavioral pattern using the above-mentioned AI function based on the image data of the image. When the control unit 730 detects the behavioral pattern, it can change the try-on probability.

[0151] FIG. 13 is a diagram illustrating an example of a fitting probability change operation according to the first embodiment.

[0152] As shown in FIG. 13, in step S60, the control unit 730 starts the process.

[0153] In step S61, the control unit 730 calculates the probability of trying on the item.

[0154] In step S62, the control unit 730 changes the try-on probability according to the attributes of the product, the attributes of the user, and / or the behavioral pattern of the user.

[0155] In step S63, the control unit 730 controls the sales clerk terminal device 600 to display the trying-on probability on the display unit 640 of the sales clerk terminal device 600. For example, the control unit 730 may perform this control by transmitting information indicating the changed trying-on probability to the sales clerk terminal device 600 via the communication interface 710. In this case, the control unit 630 of the sales clerk terminal device 600 may display the trying-on probability by controlling the display unit 640 to display the trying-on probability in response to receiving the information indicating the trying-on probability.

[0156] In step S64, the control unit 730 ends the series of processes.

[0157] Fig. 15 is a diagram showing an example of the probability of trying on an item displayed on the display unit 640 of the store clerk terminal device 600. As shown in Fig. 15, the probability of trying on an item is displayed together with an alert message encouraging the customer to try on an item.

[0158] [Second embodiment] In the first embodiment, the predetermined behavior is described as a behavior time that is equal to or greater than a first threshold, but the predetermined behavior is not limited to this. The predetermined behavior may be a behavior that has a score that is equal to or greater than a second threshold according to the type of behavior by the user U. In the second embodiment, an example will be described in which attention is focused on the type of behavior by the user U, a score is assigned according to the type, and an alert is displayed based on the score.

[0159] Examples of the types of behavior that can be scored include the following:

[0160] (A1) User U owns product P.

[0161] (A2) The user U brings the product P to the mirror (i.e., brings the holding device H for holding the product P to the mirror together with the product P).

[0162] (A3) The user U takes the product P to the fitting room (that is, takes the holding device H for holding the product P together with the product P to the fitting room).

[0163] The detection from (A1) to (A3) is as described in the first embodiment.

[0164] Further, the types of behaviors that are eligible for scoring include, for example, the following:

[0165] (B1) The user U pulls the holding device H.

[0166] (B2) User U checks the fabric of product P.

[0167] (B3) User U looks at the price tag of product P.

[0168] (B4) The user U tries on the product P on the spot (near the hanger rack L) without taking it to a full-length mirror.

[0169] Any of (B1) to (B4) can be detected using AI functions with the camera device 400. For example, the product management device holds each image data of (B1) to (B4) as teacher data. The control unit 730 acquires image data of the user U from the camera device 400. Then, the control unit 730 may compare the image data with the teacher data using deep learning or the like, and if there is teacher data from (B1) to (B4) that is closer to the image data of the user U than a certain level, it may detect any of the actions from (B1) to (B4).

[0170] In the second embodiment, the product management device 700 assigns points according to the type of behavior. For example, the points may be assigned as follows.

[0171] (C) (A1) → 2 points, (A2) → 3 points, (A3) → 5 points, (B1) → 1 point, (B2) → 1 point, (B3) → 1 point, (B4) → 5 points The number of points to be assigned to each action may be determined for each store S. When assigning points, the duration of each action may be combined with the action. For example, after assigning points as in (C) above, if user U holds product P for 10 seconds, the points may be 2 points x 10 seconds = 20 points. In this case, the second threshold value may also be a threshold value that takes the time into consideration.

[0172] When the control unit 730 of the product management device 700 detects any of (A1) to (B4) based on at least one of the identifiers (appliance identifier, product identifier, and user identifier) ​​obtained from the user terminal device 500 and image data obtained from the camera device 400, it scores the behavior. Then, when the score reaches or exceeds a second threshold, the control unit 730 determines that a specific behavior has been detected and controls the store clerk terminal device 600 to display an alert encouraging the customer to try on the item.

[0173] (Operation example according to the second embodiment) Next, an operation example according to the second embodiment will be described.

[0174] Fig. 14 is a diagram showing an example of operation according to the second embodiment. In Fig. 14, an example of the behavior of the user U is shown on the left side, and the operation of the product management device 700 is shown on the right side. The behavior of the user U is shown in chronological order. Note that Fig. 14 will be described using "5 points" as an example of the second threshold value.

[0175] 14, when the user U holds the product P1, in step S70, the control unit 730 of the product management device 700 detects the action. Then, the control unit 730 scores the action with respect to the product P1, setting it at "2 points." In FIG. 14, the score is represented as "action points."

[0176] Next, when the user U picks up the product P2, the control unit 730 detects the action in step S71. The control unit 730 scores the action with respect to the product P2, and sets the action points to "2 points."

[0177] Next, when the user U looks at the price tag of the product P1, the control unit 730 detects the action. Then, the control unit 730 adds the score "1 point" corresponding to the action to the previous score "2 points" for the product P1. The action points for the product P1 become "3 points."

[0178] Next, when the user U brings the product P1 to the full-length mirror, the control unit 730 detects this behavior. Then, the control unit 730 adds the score "3 points" corresponding to this behavior to the score "3 points" so far for the product P1. The action points for the product P1 become "6 points."

[0179] In step S75, the score (i.e., behavior points) of the user U for the product P1 becomes equal to or greater than the second threshold value of "5 points." Therefore, the control unit 730 controls the store clerk terminal device 600 to display an alert encouraging the user to try on the product.

[0180] In this way, in the second embodiment, each action of the user U with respect to the product P is scored, and when the score reaches or exceeds a second threshold, it is determined that the probability that the user U will try on the product P is above a certain level, and an alert display is displayed to prompt the user U to try on the product P to the sales clerk V. Therefore, even in the second embodiment, the product management device 700 can notify the sales clerk V of the appropriate timing to serve customers.

[0181] (Another Operation Example 1 According to the Second Embodiment) In customer service, there is data that shows that "the probability of making a purchase is higher when entering a store for the second time on the same day than when entering the store for the first time." Therefore, as another operation example 1 according to the second embodiment, the score described in the second embodiment may be weighted according to the number of times the customer enters the store during a target period (for example, one day). For example, if the customer enters the store once in one day, the score is multiplied by 1 (behavior point x 1); if the customer enters the store twice in one day, the score is multiplied by 3 (behavior point x 3); and if the customer enters the store three times in one day, the score is multiplied by 4 (behavior point x 4).

[0182] For example, if the user U visits the store for the second time in one day and has product P, the score will be 2 points (=the number of points for having product P)×3=6 points, which is equal to or greater than the second threshold. In this case, the control unit 730 controls the store clerk terminal device 600 to display an alert to encourage the user to try on the product, as in the second embodiment. The control unit 730 manages user identifiers. For example, the control unit 730 receives a user identifier (and an appliance identifier and a product identifier) ​​from the user terminal device 500, and then detects that the product P has been returned to the hanger rack when the control unit 730 no longer receives the user identifier, and then detects a second input when the control unit 730 receives the user identifier (and an appliance identifier and a product identifier) ​​again. In the same manner, the control unit 730 can detect the number of times the user U has entered the store within the target period.

[0183] (Another Operation Example 2 of the Second Embodiment) In the second embodiment, an example of scoring each action has been described, but the present invention is not limited to this. For example, instead of scoring each action, the order of each action may be detected, and when the order reaches a predetermined order, an alert may be displayed to the store clerk V. For example, the order of "user U looks at the price tag of product P (above B3)" → "user U holds product P (A1)" → "user U takes product P to the full-length mirror (A2)" is stored in the memory 732. Then, when the control unit 730 detects each action in the order, it determines that the second threshold value is exceeded (or that it is the timing of customer service) and controls the store clerk terminal device 600 to display an alert. The order of the alert display timing may be determined for each store S.

[0184] It may be possible to select for each store S on the setting screen (FIG. 15) whether to display the alert based on a score as in the second embodiment or based on the order of each behavior.

[0185] [Other embodiments] In the above embodiment, the timing for encouraging the user U to try on the product is described as an example of the customer service timing, but the customer service timing is not limited to the timing for encouraging the user U to try on the product. The customer service timing may be, for example, a product detail explanation timing for explaining the details of the product P. In this case, for example, the user U checking the fabric of the product P ((B2) in the first embodiment) or the user U looking at the price tag of the product P (B3 in the first embodiment) is set as the behavior of the behavior time. Then, when the time for which the behavior continues (i.e., the behavior time) is equal to or greater than the first threshold, the control unit 730 controls the store clerk terminal device 600 to perform an appropriate display as the timing for product detail explanation. Alternatively, the control unit 730 may set the scores of the two behaviors (B2) and (B3) higher than the other behaviors, and control the store clerk terminal device 600 to perform an appropriate display as the timing for product detail explanation when the scores for each behavior are equal to or greater than the second threshold, as in the first embodiment.

[0186] In the above-described embodiment, an example has been described in which the product P held by the holding tool H is removed from the hanger rack L and returned to the hanger rack L, but the product P does not have to be held by the holding tool H. For example, a product P with a tool communication device 100 attached to a price tag or product tag 200 may be placed in the display zone Z, in which case removing the product P from the display zone Z and returning it to the display zone Z corresponds to the above-described action. Note that the action of holding the holding tool H described in the above-described embodiment may simply be the action of holding the product P when the product P is not held by the holding tool H.

[0187] Also, a program (e.g., a customer service support program) that causes a computer to execute each process (or each operation) described in each of the above-mentioned embodiments may be provided. The program can be installed in a computer by using a computer-readable medium. Here, the computer-readable medium on which the program is recorded may be a non-transient recording medium. The non-transient recording medium is not particularly limited, and may be, for example, a recording medium such as a CD-ROM or a DVD-ROM. Such a recording medium may be included in the control unit 130 of the appliance communication device 100, the control unit 530 of the user terminal device 500, the control unit 630 of the store clerk terminal device 600, and the control unit 730 of the product management device 700. Each of the control units 130, 530, 630, and 730 may read a program from a recording medium and execute the program to realize the function (or process, or operation) described in the above-mentioned embodiment.

[0188] Although the embodiments have been described in detail above with reference to the drawings, the specific configuration is not limited to the above, and various design changes and the like are possible without departing from the scope of the invention. In addition, the above-described embodiments, operations, or processes can be appropriately combined within a range that does not cause inconsistency.

[0189] (Additional Note) (Appendix 1) A product management device for managing products, a control unit that controls a store clerk terminal device used by a store clerk so as to display information indicating that it is time to serve the user when a predetermined action of the user with respect to the product is detected; Product management device.

[0190] (Appendix 2) The control unit controls the store clerk terminal device to display the information by either transmitting the information to the store clerk terminal device or transmitting instruction information to the store clerk terminal device to display the information. 2. The product management device of claim 1.

[0191] (Appendix 3) The timing of the customer service is a timing to prompt the user to try on clothes, and the information representing the timing of the customer service is an alert display to prompt the user to try on clothes. 3. The product management device according to claim 1 or 2.

[0192] (Appendix 4) The control unit detects the predetermined behavior when a behavior time representing a time during which the user has the product is equal to or greater than a first threshold. A product management device according to any one of Supplementary Note 1 to Supplementary Note 3.

[0193] (Appendix 5) Further comprising a display unit, The control unit causes the display unit to display a setting screen on which the first threshold can be specified, and specifies a threshold input on the setting screen as the first threshold. A product management device according to any one of Supplementary Note 1 to Supplementary Note 4.

[0194] (Appendix 6) The setting screen allows the input of the first threshold value which differs depending on the attributes of the user and / or the attributes of the product. A product management device according to any one of Supplementary Note 1 to Supplementary Note 3.

[0195] (Appendix 7) The setting screen can be set for each store. A product management device according to any one of Supplementary Note 1 to Supplementary Note 6.

[0196] (Appendix 8) The control unit specifies the first threshold value based on at least one of voice data of the user acquired from a microphone and image data of the user acquired from a camera device. A product management device according to any one of Supplementary Note 1 to Supplementary Note 7.

[0197] (Appendix 9) When the control unit detects at least one of the voice data representing a voice requesting a try-on, the image data representing an image of the user searching for a fitting room, and the image data representing an image of the user searching for a store clerk while holding the product, the control unit specifies the first threshold value according to at least one of the voice and the image. A product management device according to any one of Supplementary Note 1 to Supplementary Note 8.

[0198] (Appendix 10) The control unit specifies the first threshold value based on the behavior time, whether or not the product has been tried on, and whether or not the product has been purchased. A product management device according to any one of Supplementary Note 1 to Supplementary Note 9.

[0199] (Appendix 11) The control unit determines a timing for controlling the sales clerk terminal device to display the alert display next time based on a timing when the control unit controls the sales clerk terminal device to display the alert display when the user has tried on an item and a timing when the control unit controls the sales clerk terminal device to display the alert display when the user has not tried on an item. A product management device according to any one of Supplementary Note 1 to Supplementary Note 10.

[0200] (Appendix 12) The control unit controls the salesperson terminal device to cause a display unit of the salesperson terminal device to display a try-on probability indicating a probability that the user has tried on clothes. A product management device according to any one of Supplementary Note 1 to Supplementary Note 11.

[0201] (Appendix 13) The control unit changes the try-on probability according to the attributes of the user, the attributes of the product, and / or the behavior pattern of the user, and transmits the changed try-on probability to the store clerk terminal device. 13. A product management device according to any one of claims 1 to 12.

[0202] (Appendix 14) The control unit detects the predetermined behavior when a score corresponding to a type of the user's behavior is equal to or greater than a second threshold. A product management device according to any one of Supplementary Note 1 to Supplementary Note 13.

[0203] (Appendix 15) The control unit weights the score according to the frequency of visits of the user to the store. A product management device according to any one of Supplementary Note 1 to Supplementary Note 14.

[0204] (Appendix 16) A merchandise management device for managing merchandise; A customer service support system having a store clerk terminal device used by a store clerk, when detecting a predetermined action of the user with respect to the product, the product management device controls the store clerk terminal device to display information indicating a timing for serving the user; The store clerk terminal device displays the information indicating the customer service timing on a display unit of the store clerk terminal device. Customer service support system.

[0205] (Appendix 17) A customer service support method in a product management device that manages products, comprising: a step of controlling a store clerk terminal device used by a store clerk so as to display information indicating that it is time to serve the user when a predetermined action of the user with respect to the product is detected; Customer service support methods. [Explanation of symbols]

[0206] 10: Customer service support system 100: Appliance communication device 110: Beacon transmitter 120: Product tag reader 130: Control unit 140: Detection unit 200: Product tag 300: Beacon transmitter 400: Camera device 500: User terminal device 510: Beacon receiving unit 520: Wireless communication unit 530: Control unit 540: Display unit 550: Microphone 600: Store clerk terminal device 610: wireless communication unit 630: control unit 640: Display 650: Microphone 700: Product management device 710: Communication interface 730: control unit 740: display unit H: Holding device S: Store U :User

Claims

1. A product management device for managing products, a control unit that controls a store clerk terminal device used by a store clerk so as to display information indicating that it is time to serve the user when a predetermined action of the user with respect to the product is detected; Product management device.

2. The control unit controls the store clerk terminal device to display the information by either transmitting the information to the store clerk terminal device or transmitting instruction information to the store clerk terminal device to display the information.

2. The product management device according to claim 1.

3. The timing of the customer service is a timing to prompt the user to try on clothes, and the information representing the timing of the customer service is an alert display to prompt the user to try on clothes.

2. The product management device according to claim 1.

4. The control unit detects the predetermined behavior when an action time representing a time during which the user has the product is equal to or greater than a first threshold.

2. The product management device according to claim 1.

5. Further comprising a display unit, The control unit causes the display unit to display a setting screen on which the first threshold value can be specified, and specifies a threshold value input on the setting screen as the first threshold value.

5. The product management device according to claim 4.

6. The setting screen allows the input of the first threshold value which varies depending on the attributes of the user and / or the attributes of the product.

6. The merchandise management device according to claim 5.

7. The setting screen can be set for each store.

6. The merchandise management device according to claim 5.

8. The control unit specifies the first threshold value based on at least one of voice data of the user acquired from a microphone and image data of the user acquired from a camera device.

5. The product management device according to claim 4.

9. When detecting at least one of the voice data representing a voice requesting a try-on, the image data representing an image of the user searching for a fitting room, and the image data representing an image of the user searching for a store clerk while holding the product, the control unit specifies the first threshold value according to at least one of the voice and the image.

9. The product management device according to claim 8.

10. The control unit specifies the first threshold value based on the behavior time, whether or not the product has been tried on, and whether or not the product has been purchased.

5. The product management device according to claim 4.

11. The control unit determines a timing for controlling the sales clerk terminal device to display the alert display next time based on a timing when the control unit controls the sales clerk terminal device to display the alert display when the user has tried on an item and a timing when the control unit controls the sales clerk terminal device to display the alert display when the user has not tried on an item.

4. The merchandise management device according to claim 3.

12. The control unit controls the salesperson terminal device to cause a display unit of the salesperson terminal device to display a try-on probability indicating a probability that the user has tried on clothes.

2. The product management device according to claim 1.

13. The control unit changes the try-on probability in accordance with the attributes of the user, the attributes of the product, and / or the behavior pattern of the user, and transmits the changed try-on probability to the store clerk terminal device. The merchandise management device according to claim 12.

14. The control unit detects the predetermined behavior when a score corresponding to a type of the user's behavior is equal to or greater than a second threshold.

2. The product management device according to claim 1.

15. The control unit weights the score according to the frequency of visits of the user to the store.

15. The merchandise management device according to claim 14.

16. A merchandise management device for managing merchandise; A customer service support system having a store clerk terminal device used by a store clerk, the product management device controls the store clerk terminal device to display information indicating a timing for serving the user when a predetermined action of the user with respect to the product is detected; The store clerk terminal device displays the information indicating the customer service timing on a display unit of the store clerk terminal device. Customer service support system.

17. A customer service support method in a product management device that manages products, comprising: a step of controlling a store clerk terminal device used by a store clerk so as to display information indicating that it is time to serve the user when a predetermined action of the user with respect to the product is detected; Customer service support methods.

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