Information processing system, information processing method, information processing device and program

Abstract

To support efficient customer services.SOLUTION: An information processing device includes a reception part for receiving first identification information showing a staff calling place by a customer from a terminal used by the customer, a specification part for specifying a notification destination of the calling on the basis of the first identification information, and a notification control part for controlling transmission of voice data to the notification destination.SELECTED DRAWING: Figure 3

Description

[Technical field]

[0001] The present invention relates to an information processing device, an information processing system, an information processing method, and a program. [Background technology]

[0002] In retail stores, restaurants, and the like, customers may call for store staff.

[0003] Conventionally, a technique has been considered in which a customer operates a bell device installed in a store to call a waiter (Patent Document 1). Summary of the Invention [Problem to be solved by the invention]

[0004] However, in the conventional technology, it is not clear which customer service staff should respond to a call from a customer, making it difficult to provide efficient customer service.

[0005] The present invention has been made in consideration of the above points, and has an object to support efficient customer service. [Means for solving the problem]

[0006] In order to solve the above problem, the information processing device has a receiving unit that receives first identification information indicating the location where the customer is calling for a staff member from a terminal used by the customer, an identification unit that identifies the destination of the call based on the first identification information, and a notification control unit that controls the transmission of voice data to the destination. Effect of the Invention

[0007] It can support efficient customer service. [Brief description of the drawings]

[0008] [Figure 1] 1 is a diagram illustrating an example of a configuration of an information processing system 1 according to an embodiment of the present invention. [Diagram 2] 2 is a diagram illustrating an example of a hardware configuration of a business server 10 according to an embodiment of the present invention. [Diagram 3] 2 is a diagram illustrating an example of a hardware configuration of a business server 10 according to an embodiment of the present invention. [Figure 4] 10 is a sequence diagram illustrating an example of a first processing procedure executed by the information processing system 1. FIG. [Diagram 5] FIG. 1 is a diagram showing an example of a two-dimensional code. [Figure 6] FIG. 2 is a diagram illustrating an example of the configuration of a screen information storage unit 121. [Figure 7] FIG. 13 is a diagram showing a display example of a call operation screen. [Figure 8] 13 is a diagram illustrating an example of the configuration of a notification management information storage unit 122. FIG. [Figure 9] 2 is a diagram showing an example of the configuration of a call group storage unit 22. FIG. [Figure 10] FIG. 13 is a diagram showing a display example of a call completion screen. [Figure 11] 10 is a sequence diagram illustrating an example of a first processing procedure executed by the information processing system 1. FIG. [Figure 12] FIG. 13 is a diagram showing a display example of a voice input screen. [Figure 13] FIG. 13 is a diagram showing a display example of a registration screen. [Figure 14] 10 is a flowchart illustrating an example of a processing procedure for generating screen data of a call operation screen. [Figure 15] FIG. 13 is a diagram showing a display example of a registration list screen. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0009] Hereinafter, an embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a diagram showing an example of the configuration of an information processing system 1 in an embodiment of the present invention. In this embodiment, an example will be described in which the information processing system 1 is applied to a retailer such as a department store, supermarket, or home improvement center (hereinafter referred to as "retailer X"). Note that retailer X is a specific organization that operates one or more stores.

[0010] In each of the stores of retailer X shown in FIG. 1, each of the multiple customers or customer service staff (hereinafter simply referred to as "staff") carries one intercom 70 and one staff terminal 60. In addition, one or more registered terminals 80 are located at predetermined positions within retailer X. In addition, one or more customers who visit any of retailer X's stores have a customer terminal 50.

[0011] Each customer terminal 50 and each registration terminal 80 can be connected to the business server 10 via a network such as the Internet. Each staff terminal 60 can be connected to the call server 20 via a network such as the Internet. The business server 10 can be connected to the call server 20 via a network such as the Internet.

[0012] The customer terminal 50 is, for example, a smartphone or a tablet terminal, etc. Various communication terminals can be used as the customer terminal 50 as long as they have a camera function, a voice input function, a voice output function, and a two-dimensional code reading function.

[0013] The handset 70 is an intercom or a transceiver including a microphone and an earphone. The handset 70 may have a wearable shape like a headset, or may have a shape that can be held in the hand. The handset 70 reproduces audio related to calls from customers. However, the handset 70 is not essential. An audio output function of the staff terminal 60 may execute the reproduction of audio.

[0014] The staff terminal 60 is, for example, a smartphone or a tablet terminal. One staff terminal 60 can communicate with one intercom 70 via short-range wireless communication. The staff terminal 60 receives voice data regarding a call from a customer, which is distributed by the call server 20, and outputs the received voice data to the intercom 70.

[0015] The registration terminal 80 is a terminal such as a PC or a smartphone operated by a staff member. The registration terminal 80 is used to pre-register information required for processing executed by the business server 10.

[0016] The business server 10 is one or more computers that provide a cloud service to support customer service operations at the retailer X. For example, in response to a call from a customer terminal 50, the business server 10 requests the call server 20 to transmit voice data to the staff terminal 60 that responds to the call.

[0017] The call server 20 is one or more computers that transmit voice data transmitted from the business server 10 to a staff terminal 60 associated with a notification destination designated by the business server 10.

[0018] Fig. 2 is a diagram showing an example of a hardware configuration of a business server 10 according to an embodiment of the present invention. The business server 10 in Fig. 2 includes a drive device 100, an auxiliary storage device 102, a memory device 103, a CPU 104, and an interface device 105, which are all connected to each other via a bus B.

[0019] A program for implementing processing in the business server 10 is provided by a recording medium 101 such as a CD-ROM. When the recording medium 101 storing the program is set in the drive device 100, the program is installed from the recording medium 101 via the drive device 100 into the auxiliary storage device 102. However, the program does not necessarily have to be installed from the recording medium 101, but may be downloaded from another computer via a network. The auxiliary storage device 102 stores the installed program as well as necessary files, data, and the like.

[0020] When an instruction to start a program is received, the memory device 103 reads out the program from the auxiliary storage device 102 and stores it. The CPU 104 executes functions related to the business server 10 in accordance with the program stored in the memory device 103. The interface device 105 is used as an interface for connecting to a network.

[0021] The call server 20, the customer terminal 50, the staff terminal 60, the registration terminal 80, etc. may also include hardware such as that shown in FIG.

[0022] FIG. 3 is a diagram showing an example of a functional configuration of the information processing system 1 according to the embodiment of the present invention.

[0023] In FIG. 3, the customer terminal 50 has a two-dimensional code reading application 51 and a browser 52. The two-dimensional code reading application 51 and the browser 52 are realized by a process in which one or more programs installed in the customer terminal 50 are executed by the CPU of the customer terminal 50. The two-dimensional code reading application 51 causes the customer terminal 50 to execute reading of a two-dimensional code. The browser 52 displays a web page including a screen for calling a staff member, which is transmitted from the business server 10. However, the method in which the customer terminal 50 displays the screen for calling a staff member is not limited to the method in which the browser 52 displays a web page including the screen for calling a staff member. For example, a predetermined application pre-installed in the customer terminal 50 may hold screen data A for displaying a fixed portion of the screen for calling a staff member. In this case, the application may receive screen data B for displaying a variable portion of the screen for calling a staff member from the business server 10, and display the screen for calling based on the screen data A and the screen data B.

[0024] The staff terminal 60 has a call application 61. The call application 61 is realized by a process executed by the staff terminal 60 of one or more programs installed in the staff terminal 60. The call application 61 is an application that realizes a call via the call server 20. In this embodiment, the call application 61 receives voice data transmitted from the call server 20 and outputs the voice data to the intercom 70.

[0025] The call server 20 has a call control unit 21. The call control unit 21 is realized by a process in which one or more programs installed in the call server 20 are executed by a CPU of the call server 20. The call server 20 also uses a call group storage unit 22. The call group storage unit 22 can be realized by using, for example, an auxiliary storage device of the call server 20, or a storage device connectable to the call server 20 via a network.

[0026] The call control unit 21 transmits the voice data sent from the business server 10 to the staff terminal 60. The call group storage unit 22 stores the definition of a call group that shares voice calls in each tenant (organization such as a retail store) that has concluded a service contract for the voice call service provided by the call server 20. A call group is a set of two or more users of the call application 61. The definition of a call group is information that indicates a group of users that belong to the call group.

[0027] The business server 10 has a screen providing unit 11, a receiving unit 12, an identifying unit 13, a notification control unit 14, a registration unit 15, etc. Each of these units is realized by a process executed by a CPU 104 of one or more programs installed in the business server 10. The business server 10 also uses a screen information storage unit 121 and a notification management information storage unit 122. Each of these storage units can be realized by using, for example, an auxiliary storage device 102, or a storage device connectable to the business server 10 via a network, etc.

[0028] In response to a request from the customer terminal 50, the screen providing unit 11 provides the customer terminal 50 with screen data (e.g., HTML (HyperText Markup Language) data, etc.) of a screen (hereinafter referred to as a "call operation screen") that allows the customer to perform a call operation for a staff member of Retailer X. The call operation screen can be changed for each tenant and for each store owned by the tenant. The screen information storage unit 121 stores information indicating the save destination of the screen data of the call operation screen. The screen providing unit 11 refers to the screen information storage unit 121 to identify the save destination of the screen data.

[0029] The receiving unit 12 receives a request for calling a staff member (hereinafter referred to as a "call request") that is transmitted by the customer terminal 50 in response to an operation by the customer on the call operation screen.

[0030] The identification unit 13 identifies the notification destination of the call request received by the receiving unit 12 and the notification content corresponding to the call request by referring to the notification management information storage unit 122. The notification destination is one or more staff terminals 60. The notification management information storage unit 122 stores information (hereinafter referred to as "notification management information") that can identify the notification destination and the notification content corresponding to the call request.

[0031] The notification control unit 14 controls transmission of the notification content identified by the identification unit 13 to the notification destination identified by the identification unit 13. More specifically, the notification control unit 14 requests the call server 20 to transmit the notification content to the notification destination.

[0032] In response to a request from the registration terminal 80, the registration unit 15 registers the notification management information in the notification management information storage unit 122.

[0033] The registration terminal 80 has a browser 81. The browser 81 is realized by processing executed by a CPU of the registration terminal 80 by one or more programs installed in the registration terminal 80. The browser 81 performs operations such as displaying a screen for registering notification management information.

[0034] The processing procedures executed by the information processing system 1 will be described below. Fig. 4 is a sequence diagram for explaining an example of a first processing procedure executed by the information processing system 1. Fig. 4 shows the processing procedures in a situation where a certain customer (hereinafter referred to as the "target customer") wants to ask a question or consult with a staff member of a certain store (hereinafter referred to as the "store Y") of retailer X in a certain sales floor (hereinafter referred to as the "sales floor Z") of the store. The customer terminal 50 in the description of Fig. 4 is the customer terminal 50 of the target customer.

[0035] In step S101, the target customer inputs an instruction to the two-dimensional code reading application 51 of the customer terminal 50 to photograph a two-dimensional code posted in a predetermined location in the store Y.

[0036] 5 is a diagram showing an example of a two-dimensional code. The two-dimensional code may be posted in each sales floor of store Y, or may be posted for each sales floor on a floor map of store Y. Alternatively, the two-dimensional code may be affixed to a movable object such as a product. In other words, the place where the two-dimensional code is posted is not limited to a fixed place.

[0037] When inputting an instruction to read the 2D map, customer X aims the camera of customer terminal 50 at the 2D code. The 2D code reading application 51 causes the customer terminal 50 to read the 2D code, and extracts a URL (Uniform Resource Locator) from the image of the read 2D code (S102). Next, the 2D code reading application 51 displays the URL on the customer terminal 50 (S103). Note that the URL is a URL corresponding to a call operation screen for calling a staff member of store Y. For example, the URL has the following format: https: / / staffcall.com / T0001 / S0003 / W0001

[0038] In this URL, "T0001" indicates the tenant ID. "S0003" indicates the store ID. "W0001" indicates the call location ID. In other words, this URL includes the tenant ID, store ID, and call location ID as parameters. The parameter portion may be encoded or encrypted from a security standpoint.

[0039] The tenant ID is identification information for a tenant (contractor) of the service provided by the business server 10 and the call server 20. In this embodiment, retailer X is one tenant. In this embodiment, "T0001" is the tenant ID corresponding to retailer X.

[0040] The store ID is identification information for each store belonging to a tenant. In this embodiment, “S0003” is the store ID corresponding to store Y.

[0041] The call location ID is identification information that indicates the location where the customer made the call (the location where the customer is requested to be served). Basically, the call location is the sales floor where the two-dimensional code is posted.

[0042] When the target customer inputs an instruction to access the URL by performing an operation such as tapping on the URL (S104), the customer terminal 50 starts the browser 52 (S105). At this time, the customer terminal 50 inputs the URL into the browser 52.

[0043] Next, the browser 52 transmits a request for acquiring screen data of the called operation screen to the URL (S106). The request includes the URL.

[0044] When the screen providing unit 11 of the business server 10 receives the acquisition request, it acquires screen data of a call operation screen corresponding to the tenant ID, store ID, and call location ID included in the URL of the acquisition request (S107). At this time, the screen providing unit 11 refers to the screen information storage unit 121, specifies a storage destination of the screen data of the call operation screen corresponding to the tenant ID, store ID, and call location ID included in the URL, and acquires the screen data from the storage destination.

[0045] FIG. 6 is a diagram showing a configuration example of the screen information storage unit 121. As shown in FIG. 6, the screen information storage unit 121 stores a store name for each tenant ID and store ID, and stores a call location ID and a screen data storage destination for each of one or more candidates of a call location belonging to a store related to the store ID. The store name is the name of the store related to the store ID. The screen data storage destination is a file path name indicating the storage destination of the screen data of the call operation screen. That is, in this embodiment, different call operation screens can be associated with each tenant, store, and call location. Note that, if it is not necessary to distinguish the call operation screen for each store, the screen data storage destination does not need to be distinguished for each store ID. Also, if it is not necessary to distinguish the call operation screen for each call location, the screen data storage destination does not need to be distinguished for each call location ID.

[0046] The screen data may be saved in the auxiliary storage device 102 or in another device that manages the screen data group.

[0047] Next, the screen providing unit 11 transmits a response including the acquired screen data to the customer terminal 50 (S108).

[0048] When the browser 52 of the customer terminal 50 receives the response, it displays a call operation screen on the customer terminal 50 based on the screen data included in the response (S109).

[0049] 7 is a diagram showing a display example of a call operation screen. Call operation screen 510 includes buttons 511 and 512. Button 511 is a button for accepting an instruction to call a staff member using a preset fixed message. Button 512 is a button for accepting an instruction to call a staff member for a voice call with the staff member. Hereinafter, a call corresponding to button 511 is referred to as a "fixed message call", and a call corresponding to button 512 is referred to as a "voice input call".

[0050] When the target customer selects the button 511 (S110), the browser 52 sends a staff call request including the tenant ID, store ID, call location ID, and type ID associated with the button 511 in the screen data of the call operation screen 510 to the business server 10 (S111). The tenant ID, store ID, call location ID, and type ID may be embedded in the definition of the button 511 in the screen data. The type ID is identification information indicating the type of call. In this embodiment, the type of call is either a fixed message call or a voice input call. The type ID in step S111 is a value corresponding to a fixed message call.

[0051] When the receiving unit 12 of the business server 10 receives the call request, the identifying unit 13 identifies the notification destination and notification content of the call request by referring to the notification management information storage unit 122 (S112).

[0052] FIG. 8 is a diagram showing a configuration example of the notification management information storage unit 122. As shown in FIG. 8, the notification management information storage unit 122 stores notification management information for each tenant ID, store ID, call location ID, and type ID. The notification management information is information including a tenant ID, a store ID, a call location ID, a type ID, a call type, a notification destination, and a notification content. The call type is a character string indicating the type of a call related to the type ID. The notification destination is a notification destination of a call request. The notification destination is either a group ID or a staff ID. The group ID is identification information of a call group. The staff ID is identification information of one staff member. In this embodiment, the group ID is a character string starting with "G", and the staff ID is a character string starting with "User". The notification content is information indicating the content of a notification to the notification destination. When the call type is a fixed message call, the value of the notification content is a character string indicating a preset message. When the call type is a voice input call, the value of the notification content is "<voice input>". "<Voice input>" indicates that the notification content will be the voice input (spoken) by the customer when a call is made.

[0053] Therefore, in step S112, the identifying unit 13 identifies the notification destination and notification content corresponding to the tenant ID, store ID, call location ID, and type ID included in the received call request by referring to the notification management information storage unit 122. For example, assume that the target customer selects button 511 on the call operation screen 510 displayed based on the two-dimensional code attached to the daily necessities department of the first store (store ID=S0001) of tenant T0001. It is assumed that the call location ID corresponding to button 511 is W0001 and the type ID is D1. In this case, the identifying unit 13 identifies group ID: G0001 and staff ID: UserD as the notification destination, and identifies "A call for a customer at the daily necessities department" as the notification content.

[0054] Next, the notification control unit 14 generates voice data indicating the notification content identified by the identification unit 13 (S113). However, the voice data indicating the notification content may be generated at a prior timing. In this case, it is sufficient that the voice data is recorded in the "notification content" of the notification management information storage unit 122, and the notification control unit 14 acquires the voice data. Therefore, in this case, step S113 does not need to be executed.

[0055] Furthermore, the generation of voice data based on text data indicating the notification content may be executed by the call server 20. In this case, the text data may be transmitted instead of the voice data in step S114 described later. The call server 20 may generate the voice data based on the text data.

[0056] Next, the notification control unit 14 transmits the specified notification destination and the generated or otherwise generated voice data to the call server 20, thereby requesting the call server 20 to notify the notification destination with the voice data (S114). The request to the call server 20 can be realized by calling an API (Application Program Interface) provided by the call server 20. In this case, the notification control unit 14 transmits the notification destination and the voice data to the call server 20 as parameters of the API.

[0057] When the call control unit 21 of the call server 20 receives the notification destination and the voice data transmitted from the notification control unit 14 of the business server 10, it transmits the voice data to the call application 61 of the staff terminal 60 corresponding to the notification destination (S115). Note that correspondence information between the staff ID and identification information such as the address of the staff terminal 60 is stored in advance in, for example, the auxiliary storage device 102. Therefore, the call control unit 21 can identify the staff terminal 60 corresponding to the staff ID based on the staff ID. Note that when a group ID is specified as the notification destination, the notification control unit 14 refers to the call group storage unit 22 to identify multiple staff IDs corresponding to the group ID.

[0058] Fig. 9 is a diagram showing an example of the configuration of the call group storage unit 22. As shown in Fig. 9, the call group storage unit 22 stores, for each call group, the group ID of the call group and the staff ID of each staff member belonging to the call group in association with each other.

[0059] Step S115 is executed for each staff ID (each staff terminal 60) specified as the notification destination. Therefore, steps S116 and S117 executed in response to step S115 are also executed for each staff terminal 60.

[0060] The call application 61 of the staff terminal 60 that receives the voice data sent by the call control unit 21 requests the intercom 70 connected to the staff terminal 60 to play the voice data (S116). The intercom 70 that is requested to play the voice data plays the voice data (S117).

[0061] For example, if the notification destination is as exemplified in relation to step S112 above, the staff terminal 60 corresponding to staff ID: User D and the intercom 70 of the staff terminal 60 corresponding to each of staff IDs: User A, User B, and User C belonging to G0001 will play a voice message saying, "A customer is calling at the daily necessities section." In other words, the voice message is sent to the staff carrying these staff terminals 60. As a result, the staff who received the message heads to the daily necessities section to respond to the call.

[0062] On the other hand, after step S114 is executed, the receiving unit 12 of the business server 10 transmits a response including screen data of the call completion screen to the customer terminal 50 (S118). Upon receiving the response, the browser 52 of the customer terminal 50 displays the call completion screen based on the screen data included in the response (S119).

[0063] Fig. 10 is a diagram showing an example of a call completion screen. As shown in Fig. 10, the call completion screen 520 includes a message indicating that a staff member has been called. By viewing the call completion screen 520, the target customer can know that his or her call has been transmitted. After that, the staff member who responded to the call rushes to the call location.

[0064] This completes the series of processes for calling the staff member.

[0065] Next, a case where the target customer selects button 512 on call operation screen 510 in FIG. 7 will be described.

[0066] Fig. 11 is a sequence diagram for explaining an example of a first processing procedure executed by the information processing system 1. In Fig. 11, the state in which steps up to step S109 in Fig. 4 have been executed (the state in which the call operation screen 510 is displayed) is taken as the initial state.

[0067] When the target customer selects the button 512 (S120), the browser 52 of the customer terminal 50 displays a voice input screen on the customer terminal 50 (S121).

[0068] Fig. 12 is a diagram showing a display example of a voice input screen. As shown in Fig. 12, the voice input screen 530 is a screen that prompts the target customer to voice input (utterance) a message to be conveyed to the staff, and also causes the customer terminal 50 to input voice data related to the utterance of the target customer. Note that the screen data of the voice input screen 530 is transmitted from the business server 10 together with the screen data of the call operation screen 510. Therefore, the browser 52 can switch the display target from the call operation screen 510 to the voice input screen 530 in response to an operation on the call operation screen 510.

[0069] Next, the target customer inputs (speaks) a voice indicating a desired message (S122). For example, the target customer speaks, "Please tell me where the knife is." Note that the voice input screen 530 has a function of detecting that the voice input is completed.

[0070] In response to the completion of the voice input (utterance) by the target customer, the browser 52 transmits a staff call request including the tenant ID, store ID, call location ID, and type ID associated with the button 512 or the voice input screen 530 to the business server 10 (S123). The tenant ID, store ID, call location ID, and type ID may be embedded in the definition of the button 512 in the screen data of the call operation screen 510, or may be embedded in the screen data of the voice input screen 530.

[0071] When the receiving unit 12 of the business server 10 receives the call request, the identifying unit 13 identifies the notification destination and notification contents corresponding to the tenant ID, store ID, call location ID, and type ID included in the call request by referring to the notification management information storage unit 122 (S124). For example, assume that the target customer selects the button 512 on the call operation screen 510 displayed based on the two-dimensional code attached to the daily necessities department of the first store (store ID is S0001) of the tenant T0001 and inputs voice. If the call location ID corresponding to the button 512 is W0011 and the type ID is D2, the group ID: G0001 is identified as the notification destination. On the other hand, since the "notification contents" corresponding to the tenant ID, store ID, and call location ID are <voice input>, the identifying unit 13 identifies the received voice data as the notification contents, not the preset fixed notification contents (message).

[0072] Next, the notification control unit 14 transmits the notification destination identified by the identification unit 13 and the received voice data to the call server 20, thereby requesting the call server 20 to notify the notification destination by the voice data (S125).

[0073] When the call control unit 21 of the call server 20 receives the notification destination and the voice data transmitted from the notification control unit 14 of the business server 10, it transmits the voice data to the call application 61 of the staff terminal 60 corresponding to the notification destination (S126). The method of identifying the staff terminal 60 corresponding to the notification destination is as described in step S115.

[0074] Step S126 is executed for each staff terminal 60 specified as the notification destination. Therefore, steps S127 and S128 executed in response to step S126 are also executed for each staff terminal 60.

[0075] The call application 61 of the staff terminal 60 that has received the voice data sent by the call control unit 21 requests the intercom 70 connected to the staff terminal 60 to play the voice data (S127). The intercom 70 that has been requested to play the voice data plays the voice data (S128). According to the example of step S124, the intercom 70 of the staff terminal 60 corresponding to each of the staff IDs: UserA, UserB, and UserC belonging to the call group G0001 plays a voice message saying, "Please tell me where the knife is." The staff member who has received such a message heads to the daily necessities section to respond to the call. The staff member may also notify the target customer of the location of the knife by voice by speaking the location of the knife into the intercom 70.

[0076] Next, the advance registration of the notification management information will be described. The registration of the notification management information is performed using the registration terminal 80. For example, when a user, such as a staff member of retailer X, inputs a specific URL into the browser 81 of the registration terminal 80, the browser 81 acquires screen data corresponding to the URL. The browser 81 displays a registration screen on the registration terminal 80 based on the screen data. The URL includes a tenant ID and a store ID as optional information. Therefore, the screen data of the displayed registration screen includes the tenant ID and the store ID.

[0077] FIG. 13 is a diagram showing a display example of a registration screen. As shown in FIG. 13, the registration screen 540 includes setting areas for the call location, the notification destination, and the notification content. The call location is input as a character string. However, the character string does not have to be input manually. For example, the call location may be selected from a list of call locations already registered in other stores of the same tenant. The notification destination can be set by selecting a registered call group or staff ID. Multiple notification destinations can be selected, and both call groups and individual staff can be selected. The notification content has voice input and fixed messages as options for the call type. Both of these can be selected, or only one of them may be selected. If at least one of them is not selected, the OK button is not selectable. When the fixed message is selected, automatic generation or manual input can be selected. When automatic generation is selected, the call location + a predetermined text (for example, "A customer is being called at") is automatically generated. For example, a combination of "Household Goods Section" and "A customer is calling at" generates a message "A customer is calling at the Household Goods Section," and the generated message is entered in the text box. If manual generation is selected, the user enters a character string indicating the message in the text box.

[0078] When the OK button is selected by the user, the browser 81 transmits a registration request including the tenant ID and store ID associated with the OK button as well as the setting contents inputted on the registration screen 540 to the business server 10. The registration unit 15 of the business server 10 generates a new call location ID in response to the registration request. The registration unit 15 adds a record corresponding to the tenant ID and store ID included in the registration request and the call location ID to the notification management information storage unit 122. The registration unit 15 registers the setting contents included in the registration request to the record. When both voice input and fixed message are selected on the registration screen 540 (FIG. 13), the record includes two sub-records (including sub-records corresponding to voice input and fixed message, respectively) for the items after the type ID. Note that when a fixed message is selected, the registration unit 15 may convert text data indicating a message into voice data and register the voice data as notification contents corresponding to the fixed message.

[0079] The registration unit 15 further executes a process of generating screen data for a call operation screen 510 corresponding to the tenant ID, store ID, and call location ID of the record (hereinafter referred to as the "target record") in response to the registration of a new record in the notification management information storage unit 122.

[0080] FIG. 14 is a flowchart illustrating an example of a processing procedure for generating screen data of a call operation screen.

[0081] In step S201, the registration unit 15 acquires a screen template corresponding to the tenant ID and store ID of the target record. That is, a screen template is pre-stored for each tenant ID and store ID, and the screen template corresponding to the target record is acquired from the stored screen templates. The screen template is a template of screen data, and is data in which the parts depending on the tenant, store, calling location, etc. are not pre-defined.

[0082] Next, the registration unit 15 embeds the tenant name, store name, and call location of the target record into the screen template (S202). For example, for the message displayed on the call operation screen 510 shown in Fig. 7, the screen template includes a definition such as "Welcome to <tenant name> <store name>! This is <call location>." The registration unit 15 embeds "XX home center," "Store No. 1," and "Daily necessities section" into the definition.

[0083] Next, the registration unit 15 acquires the call type included in the target record (S203). Next, the registration unit 15 determines whether or not the acquired call type includes a "fixed message" (S204). If the "fixed message" is included (Yes in S204), the registration unit 15 adds a definition corresponding to the button 511 ("staff call" button) to the screen template (S205).

[0084] If the "fixed message" is not included (No in S204), or following step S205, the registration unit 15 determines whether the acquired call type includes "voice input" (S206). If the "voice input" is included (Yes in S206), the registration unit 15 adds a definition corresponding to the button 512 ("Start call with staff" button) to the screen template (S207).

[0085] If the answer is No in step S206, or following step S207, the registration unit 15 saves the screen template as screen data, and registers the save destination in the screen information storage unit 121 in association with the tenant ID, store ID, and call location ID (S208).

[0086] The processing procedure in Fig. 14 may be executed in synchronization with the registration of the target record, or may be executed at a predetermined timing (e.g., night processing) after the registration of the target record. Alternatively, the processing procedure in Fig. 14 may be executed at the timing of the first access to the URL corresponding to the target record (step S106).

[0087] Next, the generation of the two-dimensional code shown in Fig. 5 will be described. The generation of the two-dimensional code is also performed using the registration terminal 80. For example, when a user such as a staff member of retailer X inputs a specific URL into the browser 81 of the registration terminal 80, the browser 81 transmits a request to acquire a registration list screen to the URL. The URL includes the tenant ID, the store ID, and the calling location ID.

[0088] When the registration unit 15 of the business server 10 receives the acquisition request, it acquires a record corresponding to the tenant ID, store ID, and call location ID included in the URL related to the acquisition request from the notification management information storage unit 122. The registration unit 15 generates screen data for a registration list screen based on the acquired record. The registration unit 15 transmits a response including the screen data to the registration terminal 80. The browser 81 of the registration terminal 80 displays the registration list screen based on the screen data.

[0089] FIG. 15 is a diagram showing a display example of a registration list screen. As shown in FIG. 15, the registration list screen 550 includes a list of notification management information corresponding to each store ID belonging to a specific tenant ID. A "two-dimensional code output" button is associated with each notification management information. When the user selects the "two-dimensional code output" button corresponding to any of the notification management information, the browser 81 generates a URL corresponding to the call operation screen 510, including the tenant ID, store ID, and call location ID corresponding to the notification management information. The browser 81 converts the URL into a two-dimensional code, and outputs image data of the converted two-dimensional code to the registration terminal 80. At this time, the browser 81 may accept settings such as the contents to be written on the poster including the two-dimensional code and the layout of the poster. In this case, the browser 81 transmits these settings to the business server 10 together with the two-dimensional code. The business server 10 may cause a predetermined print service to execute printing of the poster based on the settings. In addition, the registration unit 15 of the business server 10 may convert the notification content as text data stored in the notification management information storage unit 122 into voice data when a request sent from the browser 81 in response to selection of the ``2D code output'' button is received.

[0090] Although the above describes an example in which the information processing system 1 is applied to a retail store, the information processing system 1 can be applied to various facilities (including stores) where customers are served. For example, the information processing system 1 may be applied to a restaurant, a lodging facility, or an exhibition center. For example, in a restaurant, the call location is a specific table, in a lodging facility, the call location is a specific room, and in an exhibition center, the call location is a specific exhibition booth.

[0091] As described above, according to the present embodiment, it is possible to automatically identify the notification destination of a staff member who is called by a customer. Therefore, it is possible to clarify which staff member should respond to the call from the customer. As a result, it is possible to support efficient customer service.

[0092] Each function of the above-described embodiment can be realized by one or more processing circuits. In this specification, the term "processing circuit" includes a processor programmed to execute each function by software, such as a processor implemented by an electronic circuit, and a device such as an ASIC (Application Specific Integrated Circuit), a DSP (digital signal processor), an FPGA (field programmable gate array), or a conventional circuit module designed to execute each function described above.

[0093] Additionally, the devices described in the example are merely representative of one of several computing environments for implementing the embodiments disclosed herein.

[0094] In one embodiment, the business server 10 includes multiple computing devices, such as a server cluster, configured to communicate with each other over any type of communications link, including a network, shared memory, etc., to perform the processing disclosed herein. Similarly, the call server 20 may include multiple computing devices configured to communicate with each other.

[0095] Furthermore, the business server 10 and the call server 20 can be configured to share the disclosed processing steps, e.g., FIG. X, in various combinations. For example, the process performed by a given unit can be performed by the call server 20. Similarly, the function of a given unit can be performed by the call server 20. Also, each element of the business server 10 and the call server 20 can be integrated into one server device or separated into multiple devices.

[0096] The notification management information storage unit 122 may be generated by the learning effect of machine learning. For example, the notification management information storage unit 122 may learn data already registered for existing stores as training data, and generate a trained model that derives correlations between call locations, call types, notification destinations, and notification contents. The registration of notification management information may be automated by inputting sales floor information of a new store into the generated trained model.

[0097] Here, machine learning is a technology for making a computer acquire human-like learning capabilities, in which the computer autonomously generates algorithms required for judgments such as data identification from learning data that is previously loaded, and applies these to new data to make predictions. The learning method for machine learning may be any of supervised learning, unsupervised learning, semi-supervised learning, reinforcement learning, and deep learning, or may be a combination of these learning methods; any learning method for machine learning is acceptable.

[0098] In the present embodiment, the business server 10 is an example of an information processing device. The call location ID is an example of first identification information. The store ID is an example of second identification information. The type ID is an example of third identification information.

[0099] Although the embodiment of the present invention has been described in detail above, the present invention is not limited to such specific embodiment, and various modifications and variations are possible within the scope of the gist of the present invention described in the claims. [Explanation of symbols]

[0100] 1. Information Processing Systems 10 Business Server 11 Screen provision department 12 Receiving section 13 Specific section 14 Notification control section 15 Registration Department 20 Call Server 21 Call control unit 22 Call group memory section 50 Customer terminals 51 2D code reading app 52 Browser 60 Staff terminal 61 Call App 70 Intercom 80 Registered Terminals 81 Browser 100 Drive device 101 Recording media 102 Auxiliary storage device 103 Memory device 104 CPU 105 Interface device 121 Screen information storage section 122 Notification management information storage unit B Bus [Prior art documents] [Patent documents]

[0101] [Patent Document 1] JP 2006-163447 A

Claims

1. A receiving unit that receives first identification information indicating a location where the customer is calling a staff member from a terminal used by the customer; an identification unit that identifies a notification destination of the call based on the first identification information; A notification control unit that controls transmission of voice data to the notification destination; 13. An information processing device comprising:

2. The identification unit identifies the notification destination by referring to a storage unit that stores information indicating the notification destination in association with the first identification information.

2. The information processing apparatus according to claim 1,

3. the receiving unit receives second identification information relating to a facility including a location of the call; The identification unit further identifies a notification destination of the call based on the second identification information.

3. The information processing apparatus according to claim 1, wherein the information processing apparatus is a computer.

4. the receiving unit receives third identification information indicating whether the call is to be made by a fixed message or by voice input of the customer; The identification unit further identifies a notification destination of the call based on the third identification information, the notification control unit controls transmission of voice data transmitted from the terminal when the third identification information indicates that the notification is to be performed by voice input of the customer.

4. The information processing apparatus according to claim 1, wherein the information processing apparatus further comprises:

5. An information processing system including a terminal used by a customer and an information processing device, The information processing device includes: A receiving unit that receives, from the terminal, first identification information indicating a location where the customer is calling a staff member; an identification unit that identifies a notification destination of the call based on the first identification information; A notification control unit that controls transmission of voice data to the notification destination; An information processing system comprising:

6. a receiving step of receiving, from a terminal used by the customer, first identification information indicating a location where the customer is calling a staff member; a step of identifying a destination of the call based on the first identification information; a notification control procedure for controlling transmission of voice data to the notification destination; An information processing method characterized by being executed by a computer.

7. a receiving step of receiving, from a terminal used by the customer, first identification information indicating a location where the customer is calling a staff member; a step of identifying a destination of the call based on the first identification information; a notification control procedure for controlling transmission of voice data to the notification destination; A program characterized by causing a computer to execute the above.

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