Voice commerce system

Abstract

To provide a voice commerce system that is capable of easily associating information about a user who placed an order with one piece of order information.SOLUTION: A voice commerce system that uses telephone numbers, comprises an order terminal operated by a user to create order information, and a server for managing a plurality of telephone numbers. If the creation of the order information is completed on the order terminal, the server selects one unique telephone number from among the plurality of telephone numbers and notifies the user of the selected one unique telephone number via the order terminal, and stores the order information as confirmed order information for the order whose order information is confirmed based on a valid communication from a telephone terminal to the unique telephone number.SELECTED DRAWING: Figure 1

Description

Technical Field

[0001] The present disclosure relates to a voice commerce system that performs order processing based on order information created by a user, and particularly to a voice commerce system that determines order information using a telephone.

Background Art

[0002] Conventionally, technologies that enable ordering of goods and services via a terminal have been known. Patent Document 1 discloses a system that allows a user to use a terminal to order products and the like sold by a certain store. After the user confirms an order for products and the like handled by the store, the server executes information processing based on the transaction between the user and the store. Specifically, the server receives a completion notice of an order including information about the user terminal used by the user for the transaction and second information about the store from the user terminal. The server acquires the user terminal information included in the received completion notice and transmits a confirmation notice including the user terminal information to the store terminal corresponding to the store information included in the completion notice. Thereafter, the store terminal acquires information about the transaction by the user of the user terminal corresponding to the user terminal information included in the received confirmation notice, and transmits a content notice including the acquired transaction information to the server.

[0003] Information about the transaction includes information on the order content of the product or service, information on the purchase content, information on the content of the product or service received (or received), or information on the price of the product or service. Information about the user terminal included in the completion notice includes the telephone number of the user terminal or the identification information of the user of the user terminal. The identification information of the user includes the user ID of the user of the user terminal registered in a service provided by the server (for example, a social networking service). Information about the store where the order was placed included in the completion notice includes the identification information of the store or the telephone number of the store. The identification information of the store includes the store ID of the store registered in a service provided by the server.

[0004] The server disclosed in Patent Document 1 receives, from the user terminal, user terminal information used by a user who placed an order at a store and store information regarding the store that received the order. The server transmits the received user terminal information to the store terminal corresponding to the received store information. Thereafter, the server receives information regarding the above transaction transmitted from the store terminal based on the user terminal information. As a result, even when a transaction is conducted between the user and the store without going through the server, the server can acquire information on the order related to the transaction by the user. Thereby, the server can grant benefits such as points to the user who placed the order based on the information of the user terminal.

Prior Art Document

Patent Document

[0005]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0006] In the information processing disclosed in Patent Document 1, after the transaction details (order) between the user and the store are determined, the server acquires a completion notice of the order from the user terminal and transmits a confirmation notice to the store based on the store information included in the completion notice. That is, the user uses the user terminal to call the store and conducts a call to confirm the order, and then the completion notice of the order is transmitted from the user terminal to the server. On the other hand, for the store that received the order by phone from the user, a store clerk inputs the order into the store terminal and stores it in the storage unit of the store terminal. The store terminal is configured to be able to acquire information on the order content from the user to the store based on the information of the user terminal included in the confirmation notice received from the server. However, information regarding the content ordered by the user is directly transmitted from the user to the store and the store terminal, and there is also a route where it is transmitted from the user terminal to the store terminal via the server, resulting in a problem that the routes for notifying the order are multiple and complicated.

[0007] In the information processing disclosed in Patent Document 1, an order is confirmed by a direct telephone call from the user to the store. Therefore, since the store has to handle each user individually, it is necessary to spend man-hours every time an order is placed, and there is a problem that the burden on the store side does not decrease.

[0008] In the information processing disclosed in Patent Document 1, customer information such as the user's contact information is transmitted by a direct telephone call from the user to the store, or the user has to register with the server in advance. There is a problem that it takes time and effort for the user to place an order.

[0009] Furthermore, in the information processing disclosed in Patent Document 1, the user and the order are associated based on the information of the user terminal included in the order completion notification. However, when the same user places a plurality of orders, there is a problem that it is difficult to distinguish between the plurality of orders.

[0010] The present disclosure solves the above problems, and provides a voice commerce system in which information of a user who places an order can be easily associated with one order information.

Means for Solving the Problems

[0011] The voice commerce system according to the present disclosure is a voice commerce system using a telephone number, and includes an order terminal that a user operates to create order information, and a server that manages a plurality of telephone numbers. When the creation of the order information is completed in the order terminal, the server selects one unique telephone number from the plurality of telephone numbers and notifies the user via the order terminal, and based on a valid communication from the telephone terminal to the unique telephone number, based on a valid communication from the telephone terminal to the unique telephone number, it is processed as confirmed order information that is an order for which the order information has been confirmed.

Effects of the Invention

[0012] According to the above means, for the unique telephone number associated with one order information created by the user, by performing communication from the user's telephone terminal to confirm the order, the order information and the information related to the user can be simply and securely associated with each other.

Brief Description of the Drawings

[0013]

Figure 1

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Modes for Carrying Out the Invention

[0014] Hereinafter, preferred embodiments of the voice commerce system of the present disclosure will be described in detail with reference to the drawings. Note that the embodiments described below are preferred specific examples, and thus various technically preferred limitations are imposed. However, the scope of the present disclosure is not limited to these aspects unless there is a description specifically limiting the present disclosure in the following description.

[0015] Embodiment 1. <Configuration of Voice Commerce System 100> FIG. 1 is a schematic configuration diagram showing a voice commerce system 100 according to Embodiment 1. The voice commerce system 100 shown in FIG. 1 is a system in which a user generates order information using a terminal, the server 10 associates the order information with a telephone number based on the generated order information, notifies the user of the telephone number, and the user makes a call to the telephone number to confirm the order information. That is, the voice commerce system 100 uses a telephone number and uses a voice call of the telephone terminal 30 when confirming an order. In Embodiment 1, as shown in FIG. 1, an example in which the voice commerce system 100 includes a server 10, an order terminal 20 that a user operates to create order information, and a telephone terminal 30 that the user has, which are connected by a network 90 will be described.

[0016] Network 90 has the role of connecting server 10, order terminal 20, and telephone terminal 30. Network 90 is a communication network for establishing a connection path to connect between server 10, order terminal 20, and telephone terminal 30 so as to enable data transmission and reception. At least a part of Network 90 may be a wired network or a wireless network. Also, Network 90 may be an IP (Internet Protocol) network. Network 90 includes, for example, an intranet, an extranet, a virtual private network (VPN), a local area network (LAN), a wireless LAN (WLAN), a wide area network (WAN), a wireless WAN (WWAN), an ad hoc network, a metropolitan area network (MAN), a part of the Internet, a part of the Public Switched Telephone Network (PSTN), a mobile phone network, ISDN (integrated service digital networks), a wireless LAN, LTE (long term evolution), CDMA (code division multiple access), Bluetooth (registered trademark), satellite communication, etc., or a combination of two or more of these, enabling communication between each terminal.

[0017] Server 10 is equipped with a function of providing a predetermined service to the order terminal 20. Server 10 may be any device as long as it is an information processing device capable of realizing the functions described in each embodiment. Server 10 includes, for example, a server computer, a personal computer (such as a desktop, laptop, tablet, etc.), a media computer platform (such as a cable, satellite set-top box, digital video recorder), a handheld computer device (such as a PDA, an email client, etc.), or other types of computers. Also, Server 10 may be expressed as an information processing device.

[0018] The order terminal 20 may be any device as long as it is an information processing device capable of realizing the functions described in each embodiment. The order terminal 20 includes a server computer, a personal computer (by way of example and not limitation, such as a desktop, laptop, tablet, etc.), a media computer platform (by way of example and not limitation, such as a cable, satellite set-top box, digital video recorder), a handheld computer device (by way of example and not limitation, such as a PDA, an email client, etc.), a digital signage terminal, various display devices, or other types of computers. Also, the order terminal 20 may be expressed as an information processing device. When there is no need to distinguish between Server 10 and the order terminal 20, the order terminal 20 may each be expressed as an information processing device.

[0019] The order terminal 20 includes a plurality of order terminals 20a, 20b, and 20c. The order terminal 20a is a digital signage type order terminal 20. The order terminal 20a includes a display device 21 for displaying an image of a product or the like. The display device 21 is a touch panel and can be operated by a user touching the surface. The order terminal 20b is a display device type order terminal that is connected to and used with a personal computer or the like. The display device 21 of the order terminal 20b may be a touch panel, or an input device such as a controller, keyboard, or mouse may be connected. The order terminal 20c is a type of order terminal 20 that includes a display device 21 and a printing device 22. The order terminals 20a, 20b, and 20c are examples of the order terminal 20, and other types of terminals may also be used. Note that the voice commerce system 100 may further include a larger number and various types of order terminals 20.

[0020] The telephone terminal 30 is a terminal used by a user who utilizes the voice commerce system 100. Regardless of the type of terminal such as a landline phone or a mobile phone, as long as it can make a call to at least the phone number notified from the server 10. Also, the phone line is not limited to the type of line such as an analog line, a digital line, or an optical fiber line, nor the telecommunications carrier. However, the telephone terminal 30 must have a phone number and the server 10 must be able to recognize the phone number of the telephone terminal 30. Also, the telephone terminal 30 may be a smartphone type mobile terminal or a personal computer configured to enable communication by phone. Note that it is desirable that the telephone terminal 30 is not a terminal that can be used by an unspecified number of people such as a public phone.

[0021] (Hardware Configuration of Voice Commerce System 100) FIG. 2 is an example of the hardware configuration of each of the server 10, the order terminal 20, and the telephone terminal 30 according to Embodiment 1. The server 10, the order terminal 20, and the telephone terminal 30 have a hardware configuration shown in, for example, FIG. 2(a) or FIG. 2(b). However, the telephone terminal 30 may be a dedicated terminal for making calls using a phone line such as a landline phone installed in a general household.

[0022] The server 10, the order terminal 20, and the telephone terminal 30, which are information processing devices, include a control unit 51, a storage unit 52, and a communication unit 53. The control unit 51 is, for example, a CPU (Central Processing Unit). Also, the control unit 51 may include a ROM (Read Only Memory) and a RAM (Random Access Memory). The CPU is also referred to as a central processing unit, a central arithmetic unit, a processor, a microprocessor, a microcomputer, or a DSP (Digital Signal Processor). In an information processing device, the CPU reads programs and data stored in the ROM and uses the RAM as a work area to comprehensively control each information processing device. The CPU controls communication between information processing devices by the communication unit 53, the content displayed on an output unit 55 such as a display device 21 and a printing device 22, and photographing by an imaging unit 56 based on the information stored in the storage unit 52 such as the ROM and the RAM. Also, when the information processing device has a hardware configuration as shown in FIG. 2(b), the control unit 51 controls the content displayed on an output unit 55 such as a display device and a printing device based on the content input by the user via the input unit 54, and controls each function such as recognition of the content input by the user via the input unit 54 and storage of information in the storage unit 52.

[0023] Note that the control unit 51 may implement each process not only by a CPU having a control circuit but also by a logic circuit (hardware) formed in an integrated circuit (IC (Integrated Circuit) chip, LSI (Large Scale Integration), etc.) or a dedicated circuit.

[0024] The storage unit 52 is a non-volatile semiconductor memory such as a flash memory, an EPROM (Erasable Programmable ROM), an EEPROM (Electrically Erasable Programmable ROM), or an HDD (Hard disk drive), and serves as a so-called secondary storage device. In Embodiment 1, the storage unit 52 may be installed in the terminal or may be a server connected via the network 90. Note that the storage unit 52 is not necessarily installed in the terminal, and includes those communicably installed on the network 90. In some cases, the network 90 is also included and referred to as the storage unit 52. That is, the control unit 51 can call information from a communicable storage device including the storage unit 52 installed in the terminal or the storage unit 52 connected to the network 90. Further, the control unit 51 appropriately calls information necessary for display on the display device from the storage unit 52. The storage unit 52 can also store the user's response information etc. via the input unit 54.

[0025] The communication unit 53 is a part that transmits and receives various data via the network 90, and any communication protocol may be used as long as communication between each information processing device can be executed regardless of wired or wireless. The communication unit 53 has a function of executing communication between each information processing device via the network 90. The communication unit 53 transmits various data to other information processing devices based on an instruction from the control unit 51. Further, the communication unit 53 receives various data from other information processing devices and sends them to the control unit 51.

[0026] (Server 10) The control unit 51, storage unit 52, and communication unit 53 of the server 10 in the voice commerce system 100 may be configured in any form. For example, when the server 10 is formed as a network computer system composed of a plurality of server computers, each function may be distributed and arranged among the plurality of server computers. Also, those server computers may be arranged across computer systems (for example, computer systems owned or managed by other information providers, providers, hosting system providers, etc.) respectively owned by a plurality of merchants and server administrators. The server computer may be formed as a so-called cloud computer system. Furthermore, at least a part of the configurations of the control unit 51, storage unit 52, and communication unit 53 may be provided in the client terminal constituting the voice commerce system 100. Note that the server 10 may further include an input unit 54, an output unit 55, and an imaging unit 56 as shown in FIG. 2(b), and each function may be distributed and arranged among the plurality of server computers.

[0027] (Order terminal 20) The order terminal 20 is a terminal that a user operates to create order information. The order terminal 20 includes, in addition to the control unit 51, storage unit 52, and communication unit 53, an input unit 54 for the user to select a product, an output unit 55 such as a display device for the user to confirm the product, an imaging unit 56 for the order terminal 20 to recognize information, and the like. Note that the order terminal 20 may not have the control unit 51 and the storage unit 52, and may be, for example, a terminal connected to the server 10 via the communication unit 53 and controlled by the server 10. As an example, the order terminal 20 is a digital signage terminal, a tablet terminal, a PC, or the like.

[0028] The input unit 54 and the output unit 55 of the order terminal 20 are, for example, touch panels connected to an information processing device constituting the voice commerce system 100. While displaying products to the user by means of an LCD (Liquid Crystal Display) or the like, the user can touch and select the displayed products or buttons to perform a selection operation. Also, the input unit 54 and the output unit 55 of the order terminal 20 may be touch panels of portable terminals such as tablets, or may be composed of a display device 21 and a device corresponding to the input unit 54 such as a controller. Further, the input unit 54 may be a device operated by the user such as a keyboard, a mouse, a controller, and other keypads, or may be a device capable of voice input such as a microphone.

[0029] In addition to a display device 21 such as an LCD, the order terminal 20 may have a printing device 22, a voice device such as a speaker, etc. as the output unit 55. In addition to displaying information such as products by the display device 21, the order terminal 20 may print on paper by the printing device 22 to present information to the user. Also, the order terminal 20 may present information to the user by voice.

[0030] The order terminal 20 may or may not be provided with an imaging unit 56. The imaging unit 56 may be, for example, for the order terminal 20 to recognize a barcode when the user shows a barcode or the like, or may be for recognizing the user standing in front of the order terminal 20.

[0031] (Telephone terminal 30) The telephone terminal 30 may be a terminal that can only make calls via a telephone line such as a landline in a general household, or may have a configuration including a control unit 51 as shown in FIG. 2. The telephone terminal 30 can at least make a call to the telephone number notified to the user from the server 10, has a telephone number, and it is necessary for the server 10 to recognize the telephone number of the telephone terminal 30 when making a call. For example, the telephone terminal 30 is a landline installed in a general household, a mobile phone used by an individual, etc. Also, the telephone terminal 30 is desirably a telephone terminal that can notify the user of information on the server 10 side by voice and can make a voice call when the user speaks. However, the telephone terminal 30 does not necessarily have to be able to make a voice call. The telephone terminal 30 may be, for example, a terminal that communicates only by character information such as a facsimile or SMS, or may be a terminal that can receive an operation of the user by the keypad of the telephone terminal 30 after the server 10 gives a voice guidance.

[0032] The server 10, the order terminal 20, and the telephone terminal 30, which are information processing devices, can realize the functions of a plurality of functional units shown in the embodiments by reading out a program stored in a storage medium and executing the read program.

[0033] Also, the program of the present disclosure may or may not be provided to the server 10, the order terminal 20, and the telephone terminal 30 via any transmission medium (such as a communication network or a broadcast wave) capable of transmitting the program. The server 10, the order terminal 20, and the telephone terminal 30 realize the functions of a plurality of functional units shown in each embodiment by executing a program downloaded via, for example, the Internet.

[0034] Also, the embodiments of the present disclosure can also be realized in the form of a data signal embedded in a carrier wave, in which the program is embodied by electronic transmission. At least a part of the processing in the server 10, the order terminal 20, and the telephone terminal 30 may or may not be realized by cloud computing configured by one or more computers.

[0035] It is also possible to configure at least a part of the processing in the order terminal 20 to be performed by the server 10, or not to do so. In this case, it is also possible to configure at least a part of the processing of each functional unit of the control unit 51 of the order terminal 20 to be performed by the server 10, or not to do so.

[0036] It is also possible to configure at least a part of the processing in the server 10 to be performed by the order terminal 20, or not to do so. In this case, it is also possible to configure at least a part of the processing of each functional unit of the control unit 51 of the server 10 to be performed by the order terminal 20, or not to do so.

[0037] Unless otherwise explicitly mentioned, the determination configuration in the embodiments of the present disclosure is not essential, and predetermined processing may or may not be performed when the determination conditions are satisfied, or when the determination conditions are not satisfied.

[0038] Note that the program of the present disclosure is implemented using, for example, script languages such as JavaScript (registered trademark), Python (registered trademark), object-oriented programming languages such as Java (registered trademark), markup languages such as HTML5, and functional programming languages such as Erlang.

[0039] Hereinafter, an example of information processing according to Embodiment 1 will be described. In the following description, for each configuration of the voice commerce system 100, reference will be made to FIG. 1 as appropriate.

[0040] <Overview of Information Processing in Voice Commerce System 100> FIG. 3 is an explanatory diagram of basic information processing of the voice commerce system 100 according to Embodiment 1. In FIG. 3, the voice commerce system 100 shows the flow of information until the user creates order information P on the order terminal 20 and the order is confirmed.

[0041] The user creates order information P on the order terminal 20 by operating the order terminal 20. The order information P is transmitted from the order terminal 20 to the server 10 and is associated with one telephone number selected from the telephone number database T managed by the server 10 as a unique telephone number. The unique telephone number is notified to the user via the order terminal 20. The user makes a call to the notified unique telephone number using the telephone terminal 30 owned by the user. When the call is made, the server 10 recognizes the telephone number of the telephone terminal 30 used by the user. The telephone number recognized by the server 10 is called the incoming telephone number. The server 10 stores the incoming telephone number, the unique telephone number, and the order information P in association with each other. Thereby, the voice commerce system 100 determines the order. The determined order information P is called the confirmed order information Q. Note that the above information processing is the processing when the user's information exists in the customer database C. Since the incoming telephone number exists in the customer database C together with the user's information, if the server 10 can recognize the incoming telephone number, it can associate the order information P with information such as the user's address, which is the delivery destination of the product, and the payment method for the price of the product. Also, when the user's information does not exist in the customer database C, the user's personal information is confirmed during the call when the user makes a call to the unique telephone number, and customer information and a customer telephone number are newly added to the customer database C. The above is an overview of the information processing of the voice commerce system 100.

[0042] (Details of Information Processing in Voice Commerce System 100) FIG. 4 is a flowchart showing an example of information processing of the voice commerce system 100 according to Embodiment 1. First, as step S1, the user operates the order terminal 20 to create order information P. The order terminal 20 activates the display device 21 and displays products or services on the screen. Note that the process of the order terminal 20 displaying products or the like may be performed based on the user's operation or by other means. For example, the display may be started by the user operating an input unit 54 such as a touch panel or an installed button of the order terminal 20. Or, when the user comes in front of the order terminal 20 and the order terminal 20 recognizes the user, the display may be automatically started. In this case, the order terminal 20 may recognize the user by means of a device such as an imaging unit 56 or a human sensor.

[0043] As step S2, the order terminal 20 presents information about products or services to the user. Information about products or services is displayed, for example, on the display device 21 of the order terminal 20. The order terminal 20 acquires product information via the network 90 and displays it on the display device 21. Note that the presentation of information by the order terminal 20 may be performed based on the user's operation, or the order terminal 20 may automatically display the information. That is, the order of step S1 and step S2 may be swapped.

[0044] FIG. 5 is an explanatory diagram of the presentation of product information of the voice commerce system 100 according to Embodiment 1. The order terminal 20 is connected to the product information database U and the product database M of the server 10 via the network 90, for example. The product database M stores information such as product names, sizes, brand names, stock quantities, and prices regarding products handled by the voice commerce system 100. In step S2, the order terminal 20 acquires information from the product database M and provides the information to the user via the display device 21 or the like.

[0045] In addition, the product information database U stores information related to the description of products and the like. In addition to image information such as still images or moving images, it accumulates information on related products and the like. In step S2, the server 10 acquires information from the product information database U and provides the information to the user via the display device 21 or the like.

[0046] The product information database U and the product database M may be an integrated database. Further, the product information database U does not necessarily have information itself such as image information, and may have only a link to information stored in an external server or the like. The server 10 may have the product information database U and the product database M, or may be configured to refer to the product information database U and the product database M of a server different from the server 10.

[0047] In step S3, the user refers to the information displayed on the display device 21 and performs an operation of selecting a product or service that the user wishes to purchase. As an example, an image (product list image) that can list the products and services for sale is displayed on the display device 21 together with images of individual products and the like, and the user touches the screen to select a product or service. When the user touches a location where one product or the like is displayed, for example, a pop-up window is displayed on the display device 21, detailed information on the product or the like is described therein, and buttons for determining whether to add it to the "cart" as a product or service to be purchased and for returning to the original product list image are displayed. Note that "adding to the cart" means adding it to the order information P as a product or service that the user wishes to purchase.

[0048] In addition, the pop-up window may display buttons for selecting the quantity of items such as those scheduled to be purchased. For example, buttons displaying “+” and “-” are arranged in the pop-up window, and are set such that the quantity scheduled to be purchased increases or decreases each time the user touches them. The user appropriately sets the quantity scheduled to be purchased and decides whether to add it to the cart. When the user is made to operate the touch panel on the order terminal 20 to create the order information P, the position of the operation unit to be displayed on the touch panel can be freely set. For example, it may be a display of the type that displays the pop-up window as described above, or the operation unit may be pre-displayed on the touch panel.

[0049] The user repeats the above operations on the order terminal 20, performs operations of adding and deleting items and the like to / from the order information P, and finally creates the order information P that the user wishes to purchase. In the creation of the above order information P, the case where items and the like are selected by operating the touch panel of the order terminal 20 has been described, but the order terminal 20 may be provided with physical buttons or keys in addition to the touch panel, and may be configured such that selection operations of items and the like are performed using them.

[0050] As step S3a, the user performs an operation of determining the order information P. The user checks the content (items, quantity, and total amount) of the order information P displayed on the order terminal 20 and determines the order information P. The determination of the order information P is performed, for example, by the user touching the determination button displayed on the order terminal 20. The determination button has, for example, characters such as “Purchase,” “Determine,” or “Send” displayed thereon, and is displayed so as to be easily recognizable by the user. Note that the order terminal 20 may be provided with physical buttons, keys, etc., and the user may determine the order information P by operating these. By the process of step S3a, the creation of the user's order information P is completed.

[0051] In step S4, the order terminal 20 transmits the order information P to the server 10. At this point, the order information P is a list of products or the like that the user wishes to purchase, but does not include information about the user who wishes to make the purchase. That is, the order information P is in a state where the information on the delivery destination of the product or the like is not associated.

[0052] In step S4a, the server 10 associates the order information P received from the order terminal 20 with a unique telephone number. The unique telephone number is one of the plurality of telephone numbers managed by the server 10 in the telephone number database T. The server 10 selects one of the plurality of telephone numbers included in the telephone number database T and assigns one unique telephone number to one order information P. One unique telephone number is not assigned to other order information P during the period when one order information P is valid. The server 10 stores the order information P in association with the unique telephone number.

[0053] In step S5, the server 10 transmits the unique telephone number to the order terminal 20 as information. In step S6, the order terminal 20 notifies the user of the unique telephone number. The order terminal 20 may notify the user by, for example, displaying the unique telephone number on the display device 21, or may provide the user with the unique telephone number printed on paper using the printing device 22. In addition, it may be notified by voice, or by means such as displaying a barcode or QR code (registered trademark) on the display device 21.

[0054] As step S7, the user makes a call to the unique telephone number notified using the telephone terminal 30. The server 10 receives the incoming call from the user's telephone terminal 30 and recognizes the telephone number of the user's telephone terminal 30 as the incoming call telephone number. The server 10 performs the processing from the next step S7a and subsequent steps when a valid communication in which the telephone number of the user's telephone terminal 30 can be recognized is made. Note that the server 10 cancels the order information P when there is no valid incoming call from the user within, for example, 30 minutes.

[0055] In step S7a, the server 10 checks whether the incoming phone number exists in the customer database C. The server 10 stores, for example, information on users who have placed orders in the past as customer information in the customer database C.

[0056] FIG. 6 is an explanatory diagram of the confirmed order information Q in the voice commerce system 100 according to Embodiment 1. The customer database C has information such as, for example, the customer's phone number, name, address (delivery destination of goods, etc.). In step S7a, the verification operation performed by the server 10 determines whether the incoming phone number when the user makes a call using the telephone terminal 30 exists in the customer database C.

[0057] In step S7a, when the incoming phone number is verified and the incoming phone number exists in the customer database C (Yes in step S7b), the server 10 confirms the order information P (step S8) and stores it as the confirmed order information Q. The confirmed order information Q is information including at least the order information P, the unique phone number, and the incoming phone number, and may additionally include information on the customer associated with the incoming phone number.

[0058] When the server 10 creates the confirmed order information Q, it notifies the user of the confirmation of the order as step S8. This notification may be made by voice guidance during the call when the user makes a call.

[0059] The user who has received the notification that the order information P from the server 10 has been confirmed hangs up the call. Alternatively, the server 10 may automatically hang up the call. The confirmed order information Q is treated as a formal order from one customer in the customer database C and is shared, for example, with the product seller, warehouse, and shipping carrier, and is used in the process of shipping products, etc. Also, the confirmed order information Q may be used as the customer's order history information.

[0060] When there is no valid communication for the dedicated phone number, the order information P is in a so-called provisional order state, and customer information etc. is not related. However, if there is subsequent valid communication using the phone terminal 30 by the user, it is processed as the confirmed order information Q. The confirmed order information Q can also be said to be the order information P in a state where at least information for shipping goods etc. to the user is associated, as described above. Valid communication includes an incoming call from the phone terminal 30 for the dedicated phone number, the fact that customer information etc. can be confirmed from the incoming call number by the incoming call, or the fact that customer information etc. can be confirmed by voice recognition, etc., and multiple settings can be made according to the situation.

[0061] In step S7a, if the incoming call number is collated and the incoming call number does not exist in the customer database C (No in step S7b), the server 10 confirms the customer information about the calling user (step S10).

[0062] In step S10a, the server 10 gives a voice guidance to the user during the call and prompts the user to voice the customer information. As step S10b, the user voices the customer information during the call. The server 10 recognizes the user's voice and detects customer information such as name and address, for example. The detected information is registered in the customer database C together with the incoming call number. Since the confirmation of customer information is performed during the call with the user, voice recognition using, for example, AI etc. is used to recognize the customer information. In order to improve the accuracy of voice recognition, an operation of notifying the user of the information recognized during the call by voice and confirming it may be performed. Also, in step S10, the server 10 may record and store the user's voice. By recording the user's voice, it is possible to later correct the customer information registered manually by a person and improve the accuracy of the information registered in the customer database C.

[0063] If the customer information can be confirmed in step S10, the server 10 determines the order information P. Thereafter, the processing is the same as when the incoming call number exists in the customer database C in S7b.

[0064] (Effect of Embodiment 1) In the voice commerce system 100 according to Embodiment 1, the determination of the order information P is performed as described above. That is, the voice commerce system 100 is a voice commerce system using a telephone number, and includes an order terminal 20 operated by a user to create the order information P and a server 10 that manages a plurality of telephone numbers. When the creation of the order information P is completed in the order terminal 20, the server 10 selects one unique telephone number from the plurality of telephone numbers and notifies the user via the order terminal 20. Then, based on a valid communication to the unique telephone number from the telephone terminal 30, the server 10 stores it as confirmed order information Q, which is an order for which the order information P has been confirmed.

[0065] With this configuration, the voice commerce system 100 can manage one order information P created by the user with one unique telephone number assigned by the server 10. Since the user determines the order information P by making a call to the unique telephone number, problems such as being mistaken for other order information P are prevented.

[0066] Also, when determining the order information P, since the user who created the order information P can be identified by the incoming call number recognized by the server 10 together with the incoming call to the unique telephone number, the labor of confirming customer information by conversation or the like can be reduced while being an ordering system using a telephone number. In particular, in the case of a user who has already had experience using the voice commerce system 100, based on the customer information registered in the customer database C, when there is an incoming call to the unique telephone number, the server 10 can associate and store the customer information and the order information, so that the order information P can be determined smoothly.

[0067] Furthermore, when the server 10 determines the order information, since the telephone number of the user's telephone terminal 30 is used, it is possible to receive orders with high security.

[0068] In the above voice commerce system 100, the confirmed order information Q is information associating the incoming call number identifying the telephone terminal 30, the unique telephone number, and the order information P.

[0069] Thereby, since the voice commerce system 100 stores the content of the order information P in association with the customer information based on the managed unique telephone number, it is possible to efficiently share the confirmed order information even with respect to the subsequent processes of shipping and delivery. Also, the confirmed order information Q can be used as the customer's order history.

[0070] In the above voice commerce system 100, the server includes a storage unit 52 that stores the customer telephone numbers and customer information of a plurality of users, and a voice recognition function. When there is a communication to the unique telephone number from the telephone terminal 30 and the incoming call number is not included in the customer telephone number, a voice prompting the speaker using the telephone terminal 30 to speak is transmitted to the speaker via the telephone terminal 30, the personal information of the speaker is specified from the voice content of the speaker by the voice recognition function, the incoming call number and the personal information are stored in the storage unit 52 as customer information, and it is transmitted to the speaker via the telephone terminal 30 that the order information P has been confirmed.

[0071] Thereby, the voice commerce system 100 can acquire customer information by a call using the unique telephone number even for a user who uses it for the first time. Therefore, the user does not need to fill out an application form or the like in advance or register as a user via the Internet when using the voice commerce system 100. Also, since the server 10 registers customer information in a voice call to the unique telephone number using the telephone terminal 30, the server 10 can acquire the customer information and the customer telephone number at the same time, and it is also possible to confirm the identity of the user by the voice of the user himself.

[0072] In the above voice commerce system 100, when there is a communication to the unique telephone number from the telephone terminal 30 and the incoming call number is included in the customer telephone number, the server 10 causes the telephone terminal to reproduce that the order information P has been confirmed.

[0073] As a result, the voice commerce system 100 can smoothly complete the confirmation of the order information P for users who already have usage experience. Since the user only needs to make a call using the telephone terminal 30 to complete the order, operations such as inputting the user ID and password in online shopping, for example, are no longer required, improving convenience. In particular, for users who have no experience using online shopping, the operation of inputting the user ID and password is difficult. Therefore, the voice commerce system 100 that uses a telephone that has been conventionally familiar is highly convenient.

[0074] In the above voice commerce system 100, the order terminal 20 is provided with an output unit 55 that provides information to the user, transmits the order information P to the server 10, and the server 10 associates the order information P received from the order terminal 20 with the unique telephone number and transmits the unique telephone number to the order terminal 20.

[0075] As a result, the voice commerce system 100 can prompt the user to confirm the order information P using the unique telephone number. Since the unique telephone number can be notified immediately after the user creates and determines the order information P, the process from the creation to the confirmation of the order information P can be performed smoothly.

[0076] (Modification example of the voice commerce system 100) In the above, the information processing until the confirmation of the order information P by the voice commerce system 100 has been described, but the information processing of the voice commerce system 100 is not limited to only the above form. Specifically, the server 10 and the order terminal 20 can change the processing as follows, for example.

[0077] The steps up to step S3a to S5 shown in FIG. 4 are configured such that every time the user creates one order information P with the order terminal 20, the order terminal 20 transmits it to the server 10, and the server 10 receives one order information P and transmits one unique telephone number to the order terminal 20, but it is not limited to only this form.

[0078] FIG. 7 is a flowchart showing one of the modified examples of the information processing of the voice commerce system 100 according to the first embodiment. For example, in step S0, the server 10 may transmit one or more unique telephone numbers to the order terminal 20 in advance, and the order terminal 20 may store one or more unique telephone numbers. That is, step S5 in FIG. 4 may be performed before step S3 or S3a. In this case, in step S4, when the user determines the order information P, the order terminal 20 notifies the user of the unique telephone number and transmits the unique telephone number and the order information P to the server 10 in association with each other.

[0079] In the voice commerce system 100, the order terminal 20 includes an output unit 55 that provides information to the user. The unique telephone number may be notified to the user through the output unit 55, and the unique telephone number may be associated with the order information P and transmitted to the server 10.

[0080] Alternatively, in the above voice commerce system 100, the order terminal 20 may store at least some of the assigned telephone numbers assigned from the server, select a unique telephone number from the assigned telephone numbers, associate it with the order information, and transmit it to the server 10.

[0081] With such a configuration, the time from the determination of the order information P to the notification of the unique telephone number to the user can be suppressed to be short.

[0082] Also, in step S3a shown in FIG. 4, the order terminal 20 transmits the order information P created by the user in a lump based on the user's operation, but it is not limited to this.

[0083] FIG. 8 is a flowchart showing one of the modified examples of the information processing of the voice commerce system 100 according to Embodiment 1. For example, in the process where the user creates the order information P at step S3, the order terminal 20 may transmit the order information P to the server 10. That is, the transmission of the order information P in step S4 is performed while the user is creating the order information P. Then, after the operation of determining the order information P in step S3a, in step S4b, the order terminal 20 transmits only the information that the order information P being created that has already been transmitted from the order terminal 20 to the server 10 has been determined. As a result, the server 10 can grasp in real time the products and the like selected by the user, so that it is possible to grasp the inventory of the products and the like, and for example, it is also possible to provide the user with the remaining quantity information of products with a small inventory. That is, before the determination of the order information in step S3a, the server 10 can also transmit information such as the latest inventory information regarding the products and the like to the order terminal 20.

[0084] Also, in the call when the user makes a call to the dedicated phone number at step S7, the server 10 may transmit the content of the order information P to the user by voice or other means, and prompt the user to confirm the order information P.

[0085] Also, when determining the order information in step S3a, the order terminal 20 may print the information of the products and the like included in the order information P on paper and provide it to the user. Alternatively, the order terminal 20 may display a QR code (registered trademark) on the screen, etc., so that the user can read it with a mobile phone or the like to provide the information of the products and the like included in the order information P. Furthermore, the order terminal 20 may display the order information P on a mobile phone or the like by wireless communication such as NFC communication or other wired communication.

[0086] With such a configuration, the voice commerce system 100 can receive orders for products and the like as desired by the user.

[0087] Although the present disclosure has been described based on each embodiment above, the present disclosure is not limited only to the configurations of the above-described embodiments. In each of the above embodiments, the voice commerce system 100 is realized using a system such as a client-server system of a network computer system. However, various computers such as personal computers that do not constitute a client-server system, and various communication terminals and portable information terminals such as mobile terminals and tablets can also realize the same functions as the voice commerce system 100. Further, at least a part of the functions of the voice commerce system 100 can also be realized by installing a computer program on various computers, various communication terminals, and portable information terminals. That is, the present disclosure also includes a program for causing various computers to function as at least a part of the voice commerce system 100. Further, the above embodiments and modification examples may be implemented in appropriate combinations. For the sake of reminder, the scope of various changes, applications, and uses made by those skilled in the art as needed is also included in the gist (technical scope) of the present disclosure.

[0088] Further, the voice commerce system 100 described above may also include combinations of each of the features shown in the following Appendices 1 to 7. The combinations are shown below.

[0089] [Appendix 1] A voice commerce system using a telephone number, An order terminal that a user operates to create order information, A server that manages a plurality of telephone numbers, and The server, When the creation of the order information is completed in the order terminal, selects one unique telephone number from the plurality of telephone numbers and notifies the user via the order terminal, Based on a valid communication to the unique telephone number from a telephone terminal, processes it as confirmed order information that is an order for which the order information has been confirmed. Voice commerce system. [Appendix 2] The voice commerce system according to Supplementary Note 1, wherein the confirmed order information is information associating the incoming call number identifying the telephone terminal, the unique telephone number, and the order information. Voice commerce system. [Supplementary Note 3] The voice commerce system according to Supplementary Note 1 or 2, wherein the server includes a storage unit that stores the customer telephone numbers and customer information of a plurality of users, and a voice recognition function, and when there is communication from the telephone terminal to the unique telephone number and the incoming call number identifying the telephone terminal is not included in the customer telephone numbers, a voice prompting the speaker using the telephone terminal is transmitted to the speaker via the telephone terminal, the personal information of the speaker is specified from the voice content of the speaker by the voice recognition function, the incoming call number identifying the telephone terminal and the personal information are stored in the storage unit as the customer information, and it is transmitted to the speaker via the telephone terminal that the order information has been confirmed. Voice commerce system. [Supplementary Note 4] The voice commerce system according to Supplementary Note 1 or 2, wherein the server includes a storage unit that stores the customer telephone numbers and customer information of a plurality of users, and when there is communication from the telephone terminal to the unique telephone number and the incoming call number identifying the telephone terminal is included in the customer telephone numbers, the order information is processed as the confirmed order information. Voice commerce system. [Supplementary Note 5] The voice commerce system according to any one of Supplementary Notes 1 to 4, wherein the order terminal transmits the order information to the server, and the server Associate the order information received from the order terminal with the unique telephone number, and transmit the unique telephone number to the order terminal. Voice commerce system. [Appendix 6] A voice commerce system according to any one of Appendices 1 to 4, wherein the order terminal is provided with an output unit for providing information to a user, notify the user of the unique telephone number through the output unit, associate the unique telephone number with the order information and transmit it to the server. Voice commerce system. [Appendix 7] A voice commerce system according to Appendix 6, wherein the order terminal stores at least a part of the allocated telephone numbers allocated from the server, selects the unique telephone number from the allocated telephone numbers, associates it with the order information, and transmits the order information associated with the unique telephone number to the server. Voice commerce system.

Explanation of symbols

[0090] 10: Server 20: Order terminal 20a: Order terminal 20b: Order terminal 20c: Order terminal 21: Display device 22: Printing device 30: Telephone terminal 51: Control unit 52: Storage unit 53: Communication unit 54: Input unit 55: Output unit 56: Imaging unit 90: Network 100: Voice commerce system C: Customer database M: Product database P: Order information Q: Confirmed order information T: Phone number database U: Product information database

Claims

1. A voice commerce system using a telephone number, comprising: An order terminal operated by a user to create order information; A server that manages a plurality of telephone numbers; The server: When the creation of the order information is completed at the order terminal, selects one unique telephone number from the plurality of telephone numbers and notifies the user via the order terminal; Based on valid communication with the unique telephone number from a telephone terminal, processes it as confirmed order information, which is the order information that has been confirmed; A voice commerce system.

2. The voice commerce system according to Claim 1, wherein: The confirmed order information: Is information associating the incoming call number identifying the telephone terminal, the unique telephone number, and the order information; A voice commerce system.

3. The voice commerce system according to Claim 1 or 2, wherein: The server: Has a storage unit that stores the customer telephone numbers and customer information of a plurality of users; Has a voice recognition function; When there is communication with the unique telephone number from the telephone terminal and the incoming call number identifying the telephone terminal is not included in the customer telephone numbers, transmits, via the telephone terminal, a voice prompting the speaker using the telephone terminal to speak; Identifies the personal information of the speaker from the voice content of the speaker by the voice recognition function; Stores the incoming call number identifying the telephone terminal and the personal information in the storage unit as the customer information; Transmits, via the telephone terminal, to the speaker that the order information has been confirmed; A voice commerce system.

4. The voice commerce system according to Claim 1 or 2, wherein: The server: Has a storage unit that stores the customer telephone numbers and customer information of a plurality of users; When there is communication with the unique telephone number from the telephone terminal and the incoming call number identifying the telephone terminal is included in the customer telephone numbers, sets the order information as the confirmed order information; A voice commerce system.

5. The voice commerce system according to Claim 1 or 2, wherein: The order terminal: Transmits the order information to the server; The server: Associates the order information received from the order terminal with the unique telephone number; Transmits the unique telephone number to the order terminal; A voice commerce system.

6. The voice commerce system according to Claim 1 or 2, wherein: The order terminal: Has an output unit that provides information to the user; Notify the user of the specific telephone number through the output unit, Associate the specific telephone number with the order information and transmit it to the server, A voice commerce system.

7. The voice commerce system according to claim 6, The order terminal, Stores at least some of the assigned telephone numbers assigned from the server, selects the specific telephone number from among the assigned telephone numbers, associates it with the order information, and associates the specific telephone number with the order information and transmits it to the server, A voice commerce system.

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