Customer service support system

Abstract

To provide a customer service support system capable of suggesting a reasonable recommended route with high work efficiency when transporting a plurality of products from an inventory place to a trial place.SOLUTION: A customer service support system includes: an input terminal that receives an operation related to an application for a trial use of one or more products by a customer using a full-length mirror in a store; a processing unit (a control unit of a server) that performs a process of generating recommended work order information including information of the one or more products received by the input terminal, information indicating an inventory location and a trial location of the product, and information indicating a recommended route having a short moving distance among routes connected from the inventory location to the trial location; and an output terminal that is to be used by store clerks and displays the recommended work order information.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] An embodiment of the present invention relates to a customer service support system. [Background technology]

[0002] BACKGROUND ART Various systems have been proposed to support store staff in serving customers in stores (for example, Patent Document 1).

[0003] When a customer requests to try on multiple products, there is no problem if the products are all in one place and are then carried to the fitting room. However, if the products are scattered across the store's display area or back room, it can take time to retrieve the products to be tried on. This can lead to undesirable long waiting times for customers. Summary of the Invention [Problem to be solved by the invention]

[0004] The problem to be solved by the present invention is to provide a customer service support system that can propose a rational and efficient recommended route when transporting a plurality of products from a stock location to a trial location. [Means for solving the problem]

[0005] The customer service support system of the embodiment includes an input terminal that accepts operations by customers using a full-length mirror in a store to apply for a trial of one or more products, a processing unit that performs processing to generate recommended work order information including information about the one or more products accepted by the input terminal, information indicating the inventory location and trial location of the products, and information indicating a recommended route connecting the inventory location to the trial location with the shortest travel distance, and a store clerk terminal that is a terminal device used by store clerks and displays the recommended work order information. [Brief explanation of the drawings]

[0006] [Figure 1] FIG. 1 is a diagram illustrating an example of the configuration of a customer service support system according to an embodiment. [Figure 2] FIG. 2 is a diagram showing an example of the layout of shelves and fitting rooms in a store. [Figure 3] FIG. 3 is a block diagram illustrating an example of a hardware configuration of the server. [Figure 4] FIG. 4 is a block diagram showing an example of a hardware configuration of the input terminal. [Figure 5] FIG. 5 is a block diagram showing an example of a hardware configuration of the output terminal. [Figure 6] FIG. 6 is a block diagram showing an example of the hardware configuration of the accounting terminal. [Figure 7] FIG. 7 is a block diagram illustrating an example of a functional configuration of the customer service support system. [Figure 8] FIG. 8 is a diagram illustrating the process of generating recommended work order information. [Figure 9] FIG. 9 is a diagram illustrating the process of generating recommended work order information. [Figure 10] FIG. 10 is a diagram illustrating the process of generating recommended work order information. [Figure 11] FIG. 11 is a diagram illustrating the process of generating recommended work order information. [Figure 12] FIG. 12 is an example of a route displayed on the display unit of the output terminal. [Figure 13] FIG. 13 is an example of a route displayed on the display unit of the output terminal. [Figure 14] FIG. 14 is a diagram showing the flow of processing and cooperation in the customer service support system. [Figure 15] FIG. 15 is a diagram showing the flow of processing and cooperation in the customer service support system. DETAILED DESCRIPTION OF THE INVENTION

[0007] (First embodiment) An embodiment will be described with reference to the drawings. Fig. 1 is a diagram showing an example of the configuration of a customer service support system in this embodiment. The customer service support system includes a server 1, an input terminal 3, an output terminal 5, an accounting terminal 7, and a network 9. The network 9 is realized by a VPN (Virtual Private Network) connection using a public network such as the Internet.

[0008] The input terminal 3 accepts operations by customers using full-length mirrors in the store to request a trial (try-on) of one or more products. When the input terminal 3 accepts the request to try on, the store clerk receives the information via the output terminal 5 and prepares for the try-on. The input terminal 3 of this embodiment is a smart mirror that combines the functions of a full-length mirror and a terminal device with a touch panel. However, the implementation is not limited to this, and it may also be, for example, a tablet terminal device (or a smartphone) installed in the location of the full-length mirror in the store.

[0009] When accepting an operation related to a try-on request, the input terminal 3 may be configured to present a selection of products to be recommended to the customer and receive a selection operation from the customer. When presenting products to be recommended to the customer, for example, the product held by the customer as seen in the full-length mirror (input terminal 3) is identified using existing technology, and the product, products similar to the product, and products recommended based on examples of outfits using the product are selected as options. Note that the above-mentioned existing technology, for example, compares the feature amount of the product image included in the captured image with a reference value or reads a code symbol attached to the product.

[0010] The server 1 is an information processing device such as a PC (Personal Computer), and provides a processing unit that performs processing to generate recommended work order information. The recommended work order information includes product information received by the input terminal 3, information indicating the inventory location and trial location of the product, and information indicating a rational recommended route from the inventory location to the trial location. The recommended route is considered rational from the perspective of work efficiency, and is, for example, a route (path) connecting the inventory location of the product with the trial location (fitting room) that has the shortest travel distance. The recommended route is, for example, a list of inventory locations arranged in order of distance from the fitting room.

[0011] FIG. 2 shows an example of the layout of shelves and fitting rooms in a store. In this example, shelves A, B, C, and D are installed in the back yard, and display shelves A, B, and C are installed inside the store, in that order, from the back of the store toward the front of the store. Furthermore, display shelves D and E are installed along the wall inside the store. One or more fitting rooms are installed at the back of the store, near the border with the back yard. Note that if there are multiple fitting rooms, they are also distinguished as fitting rooms A, B, etc., just like the shelves.

[0012] In such an example layout, it is preferable that movement, such as transporting merchandise, be completed in one direction, as shown by arrows R or S. For example, it is preferable to be able to complete a series of tasks, such as taking several items from the back room, restocking them on the shelves in the store, or delivering them to the fitting rooms, without having to go back or detour, which is efficient and rational. Therefore, the system of this embodiment recommends (suggests) rational recommended routes to store clerks from the perspective of work efficiency.

[0013] The output terminal 5 is an example of a clerk terminal, which is a terminal device used by a clerk, and displays the recommended work order information transmitted from the server 1. The clerk prepares for trying on the items by referring to the recommended work order information displayed by the output terminal 5. That is, the clerk moves around in accordance with the recommended work order information displayed by the output terminal 5, collects the items from within the store or the back room, and carries the collected items to a designated fitting room.

[0014] The output terminal 5 of this embodiment is assumed to be a wristwatch-type wearable terminal, but in practice it may be any information processing device that can be worn and carried (carried around) by a store clerk, such as a mobile terminal such as a smartphone.

[0015] The accounting terminal 7 is a terminal device installed in a fitting room, and performs accounting processing when it receives an operation from a customer in the fitting room to pay for at least one of the items brought into the fitting room for which recommended work order information has been generated. The accounting terminal 7 also returns any items that were not subject to payment (i.e., not purchased). If the accounting terminal 7 receives an operation from a customer in the fitting room indicating that they will not purchase all of the items brought into the fitting room, it returns all of the items. Note that, for example, if an operation is performed to declare that the customer will leave the fitting room without making a payment, the operation to leave indicates that they will not purchase any of the items brought into the fitting room.

[0016] The accounting process is a process for settling the price of a product by exchanging money or electronic information equivalent to money. The accounting terminal 7 in this embodiment is a smart mirror, just like the input terminal 3. However, this is not a limitation, and it could also be, for example, a tablet-type terminal device installed in a fitting room.

[0017] Next, an example of the configuration of each device will be described. 3 is a block diagram showing an example of the hardware configuration of the server 1. The server 1 includes a CPU (Central Processing Unit) 11, a ROM (Read Only Memory) 12, a RAM (Random Access Memory) 13, a communication unit 14, a storage unit 19, etc.

[0018] The CPU 11 is an example of a processor and performs overall control of each unit of the server 1. The ROM 12 stores various programs. The RAM 13 is a workspace where programs and various data are deployed. The CPU 11, ROM 12, and RAM 13 are connected via a bus or the like to form a control unit 10 having a computer configuration. The control unit 10 executes various processes by the CPU 11 operating in accordance with the programs stored in the ROM 12 or the memory unit 19 and deployed in the RAM 13.

[0019] The communication unit 14 is a communication interface that connects the control unit 10 to external devices (for example, the input terminal 3, the output terminal 5, and the accounting terminal 7) via the network 9 so that communication is possible.

[0020] The storage unit 19 has a non-volatile storage medium such as an HDD (Hard Disk Drive), an SSD (Solid State Drive), or a flash memory, and maintains its stored contents even when power is cut off. The storage unit 19 stores a program 191 that can be executed by the CPU 11. When the CPU 11 executes the program 191, the control unit 10 realizes various functional units (described later, see FIG. 7). The storage unit 19 also stores various setting information such as a product master 192. The storage unit 19 also stores inventory information 193, a product list 195, etc.

[0021] The product master 192 is an example of product information, and is, for example, a table containing information about products handled by each store in the same chain managed by the server 1. The product master 192 includes, for example, the following items. Product code ·Product name ·unit price Color and pattern ·size Verification data

[0022] The product code is an example of information (identification information) that can identify a product, such as a JAN code. Other information (product name, unit price, color / pattern, size, verification data, etc.) is stored in association with the product code.

[0023] The item "Product Name" stores the name of the product. The item "Unit Price" stores the price of one product.

[0024] The "Color / Pattern" item stores information indicating the color (e.g., black, red) or pattern (e.g., stripes, checkered, dots) of the product, and is expressed as a symbol, number, text data, etc. The "Size" item stores information indicating the size of the product (e.g., S, M, L, etc.), and is expressed as a symbol, number, text data, etc.

[0025] The "matching data" field stores reference feature quantities (reference values ​​of feature quantities). Each device that processes sales data compares the feature quantities of the product image contained in an image (captured image) captured and output by a camera or the like with the matching data, and obtains a product code associated with the matching data, thereby recognizing the product. The above-mentioned match determination may be performed, for example, by calculating the similarity between the feature quantities of the captured image and the matching data, comparing the calculated similarity with a threshold, and determining that the matching data matches if the similarity is equal to or greater than the threshold. The product code may also be obtained by reading (scanning or decoding) a code symbol, such as a barcode or two-dimensional code, attached to the product.

[0026] The inventory information 193 is information about the inventory of products handled by the store, compiled, for example, in the form of a table. Items included in the inventory information 193 include, for example, the following: Product code Stock location Quantity

[0027] The product code is as described above and will be omitted here. The "Stock location" item stores information indicating the location of the product indicated by the product code, such as "Back shelf A" which is an abbreviation for back yard shelf A, or "Store shelf C" which is an abbreviation for in-store display shelf C. The "Quantity" item stores the number of products stored in the stock location. When the stock location is an in-store display shelf, the number of products will be referred to as the display quantity hereinafter. When a product is sold, the display quantity is decremented by the number sold (sales quantity). Furthermore, when products are replenished, the display quantity is incremented by the replenishment quantity.

[0028] The product list 195 is information about products that the customer has requested to try on, compiled in the form of a table, for example. The product list 195 includes the following items, for example. ·Product information Collection location Delivery address

[0029] The product information includes the product code and product name. The collection location is the inventory location of the product indicated by the product information. The delivery destination is information that can identify the fitting room to which the product indicated by the product information should be delivered, such as "Fitting A," "Fitting B," etc.

[0030] 4 is a block diagram showing an example of the hardware configuration of the input terminal 3. The input terminal 3 includes a CPU 31, a ROM 32, a RAM 33, a communication unit 34, a display unit 35, an operation unit 36, an audio output unit 37, an imaging unit 38, and a storage unit 39. The CPU 31, the ROM 32, the RAM 33, the control unit 30, and the storage unit 39 correspond to the above-mentioned CPU 11, the ROM 12, the RAM 13, the control unit 10, and the storage unit 19, and therefore detailed description thereof will be omitted.

[0031] The communication unit 34 is a communication interface that connects the control unit 30 and an external device (for example, the server 1) via the network 9 so that they can communicate with each other.

[0032] The display unit 35 and operation unit 36 ​​realize the above-mentioned semi-transparent GUI. The display unit 35 has a display device such as an LCD (Liquid Crystal Display), and displays various information under the control of the CPU 31. The operation unit 36 ​​has input devices such as a touch panel overlaid on the surface of the display unit 35, a keyboard, and a pointing device, and outputs operation contents input via the input devices to the CPU 31.

[0033] The audio output unit 37 has a speaker and a buzzer, and outputs audio under the control of the control unit 30. The imaging unit 38 is a digital camera equipped with an image sensor (image pickup element) and the like, and is a device that receives light reflected from an object and outputs image data.

[0034] The storage unit 39 stores a program 391 that can be executed by the CPU 31. When the CPU 31 executes the program 391, the control unit 30 realizes various functional units (described later, see FIG. 7).

[0035] 5 is a block diagram showing an example of the hardware configuration of the output terminal 5. The output terminal 5 includes a CPU 51, a ROM 52, a RAM 53, a communication unit 54, a display unit 55, an operation unit 56, an audio output unit 57, a storage unit 59, etc. The CPU 51, the ROM 52, the RAM 53, the control unit 50, and the storage unit 59 correspond to the above-mentioned CPU 11, the ROM 12, the RAM 13, the control unit 10, and the storage unit 19, and therefore detailed description thereof will be omitted.

[0036] The communication unit 54 is a communication interface that connects the control unit 50 and an external device (for example, the server 1) via the network 9 so that they can communicate with each other.

[0037] The display unit 55 has a display device such as an LCD, and displays various information under the control of the CPU 51. The operation unit 56 has input devices such as a touch panel overlaid on the surface of the display unit 55, a keyboard, and a pointing device, and outputs operation contents input via the input devices to the CPU 51. The audio output unit 57 has a speaker and a buzzer, and outputs audio under the control of the control unit 50.

[0038] The storage unit 59 stores a program 591 that can be executed by the CPU 51. When the CPU 51 executes the program 591, the control unit 50 realizes various functional units (described later, see FIG. 7).

[0039] 6 is a block diagram showing an example of the hardware configuration of the accounting terminal 7. The accounting terminal 7 includes a CPU 71, ROM 72, RAM 73, a communication unit 74, a display unit 75, an operation unit 76, an audio output unit 77, an imaging unit 78, and a memory unit 79. The CPU 71, ROM 72, RAM 73, control unit 70, and memory unit 79 correspond to the CPU 11, ROM 12, RAM 13, control unit 10, and memory unit 19 described above, and therefore detailed description thereof will be omitted.

[0040] The communication unit 74 is a communication interface that connects the control unit 70 and an external device (for example, the server 1) via the network 9 so that they can communicate with each other.

[0041] The display unit 75 and operation unit 76 realize the above-mentioned semi-transparent GUI. The display unit 75 has a display device such as an LCD, and displays various information under the control of the CPU 71. The operation unit 76 has input devices such as a touch panel overlaid on the surface of the display unit 75, a keyboard, and a pointing device, and outputs operation details input via the input devices to the CPU 71.

[0042] The audio output unit 77 has a speaker and a buzzer, and outputs audio under the control of the control unit 70. The imaging unit 78 is a digital camera equipped with an image sensor (image pickup element) and the like, and is a device that receives light reflected from an object and outputs image data.

[0043] The storage unit 79 stores a program 791 that can be executed by the CPU 71. When the CPU 71 executes the program 791, the control unit 70 realizes various functional units (described later, see FIG. 7).

[0044] 7 is a block diagram showing an example of the functional configuration of the customer service support system. The customer service support system of this embodiment includes a try-on reception unit 301, a return reception unit 701, an inventory location combination unit 101, a route calculation unit 103, a stock-out information acquisition unit 105, and a route display unit 501.

[0045] The control unit 30 of the input terminal 3 executes the program 391 to function as a fitting reception unit 301. The fitting reception unit 301 accepts operations by customers using full-length mirrors in the store to request a trial (try-on) of one or more products. Specifically, the fitting reception unit 301 accepts products selected by the customer via the operation unit 36 ​​as items to be tried on, sends information about the accepted products (product code, product name, etc.) to the server 1, receives information about the fitting room the customer should go to from the server 1, and displays it on the display unit 35.

[0046] The control unit 10 of the server 1 is an example of a processing unit that performs processing to generate recommended work order information, and by executing the program 191, it functions as an inventory location combination unit 101, a stockout information acquisition unit 105, and a route calculation unit 103.

[0047] Here, Figures 8 to 11 are figures explaining the process of generating recommended work order information, with Figure 8 being for the case of only trying on items, Figure 9 being for the case of trying on items and replenishing missing items, Figure 10 being for the case of only returning items, and Figure 11 being for the case of returning items and replenishing missing items.

[0048] When the stock location combining unit 101 receives product information from the input terminal 3, it creates a record in the product list 195 with the information stored in the "product information" field, and sends information about available fitting rooms to the input terminal 3. The control unit 10 of the server 1 then changes the status of the fitting rooms sent here to "in use." The stock location combining unit 101 then adds the fitting room information sent to the input terminal 3 to the "delivery destination" field of the created record (see FIG. 8(1)), and adds information indicating the stock location of the product to the "collection location" field (see FIG. 8(2)). The stock location information is obtained from the stock information 193.

[0049] In this embodiment, if there is stock of an item both on the back shelf and on the display shelf in the store, the item in the back shelf is given priority for being brought to the fitting room. In other words, in this embodiment, only when there is no stock of an item in the back shelf, an item on display in the store is picked up and brought to the fitting room.

[0050] Next, the route calculation unit 103 rearranges the records of the product list 195 so that the collection locations are arranged in an order that is considered rational from the viewpoint of work efficiency (see FIG. 8(3)). The order of collection locations indicated by the rearranged records is an example of a recommended route to the destination, and the product list 195 after the records have been rearranged is an example of recommended work order information. The control unit 10 of the server 1 transmits the rearranged product list 195 to the output terminal 5.

[0051] When a record is created in product list 195, stock-out information acquisition unit 105 checks the stock-out status within the store. When it is determined that a stock-out may occur based on the status of the display shelves within the store and that replenishment is necessary, stock-out information acquisition unit 105 acquires, as stock-out information, information about the product that needs replenishment and information indicating the display location of the product.

[0052] When the number of products on display (display count) on shelves in the store reaches a predetermined lower limit (e.g., "2"), the out-of-stock information acquisition unit 105 determines that there is a risk of a stockout and that replenishment is necessary. When products with the same product code are sold, the display count is decremented by the number sold and incremented by the number replenished. A predetermined value (e.g., "5") is set in advance as the number of products to be replenished in this process. The predetermined value may differ for each product.

[0053] Next, the out-of-stock information acquisition unit 105 creates a record in the product list 195 using the acquired out-of-stock information (information about the product and the display location) as information to be stored in the items "product information" and "delivery destination" (see FIG. 9(1)). The "delivery destination" of this record is the display location of the product and the destination to which the product will be replenished.

[0054] Next, the out-of-stock information acquisition unit 105 adds information indicating the inventory location of the product to the “collection location” field of the created record (see FIG. 9(2)). The inventory location information is acquired from the inventory information 193.

[0055] Similarly, even when the product list 195 includes out-of-stock information, the route calculation unit 103 rearranges the records of the product list 195 so that the collection locations are arranged in an order that is considered rational from the perspective of work efficiency (see FIG. 9(3)). The order of collection locations indicated by the rearranged records is an example of a recommended route to the destination, and the product list 195 after the records have been rearranged is an example of recommended work order information. The control unit 10 of the server 1 transmits the rearranged product list 195 to the output terminal 5.

[0056] The control unit 50 of the output terminal 5 executes the program 591 to function as a route display unit 501. The route display unit 501 displays recommended routes 551, 552 on the display unit 55. Here, Fig. 12 and Fig. 13 are examples of recommended routes displayed on the display unit 55 of the output terminal 5, with Fig. 12 showing recommended route 551 for trying on only, and Fig. 13 showing recommended route 552 for trying on and replenishing missing items.

[0057] Recommended route 551 displays a list of product collection locations and product names, with a delivery address attached at the end. Recommended route 552 displays a list of product collection locations, product names, and delivery addresses, with a delivery address and the number of items to be delivered to the delivery address attached at the end.

[0058] The display unit 55 that displays the recommended routes 551 and 552 also displays operators 561 and 562 that accept operations to scroll the screen, as necessary.

[0059] Returning to FIG. 7, the control unit 70 of the accounting terminal 7 executes the program 791 to function as a return acceptance unit 701.

[0060] The control unit 70 performs a checkout process when it receives, from a customer in a fitting room, an operation to pay for at least one of the products for which recommended work order information (rearranged product list 195) has been generated. As a result of this checkout process at the checkout terminal 7, information on the products that have been paid for (i.e., purchased) is deleted from the product list 195 on the server 1. As a result, information on products that have not been paid for (i.e., not purchased) at the checkout terminal 7 remains in the product list 195. Note that if all of the products for which recommended work order information has been generated have not been purchased, information on all of the products remains in the product list 195.

[0061] In addition, upon completion of the transaction process, the return acceptance unit 701 marks the products remaining on the product list 195 as eligible for return, and sends information (return acceptance information) to the server 1 indicating that the return of the products has been accepted in the fitting room in which the device is installed.

[0062] When the control unit 10 of the server 1 receives the return acceptance information from the accounting terminal 7, it acquires the product list 195 in which the fitting room indicated in the received information is stored as the delivery destination (see Figure 10(0)), and swaps the collection location and delivery destination (see Figure 10(1)).

[0063] Next, the route calculation unit 103 rearranges the records of the product list 195 so that the destinations are arranged in an order that is considered rational from the viewpoint of work efficiency (see FIG. 10(2)). The order of the destinations indicated by the rearranged records is an example of a recommended route from the collection location, and the product list 195 after the records rearrangement is an example of recommended work order information. The control unit 10 of the server 1 transmits the rearranged product list 195 to the output terminal 5.

[0064] If the customer does not purchase the product, the recommended route for returning the product is the same as the recommended route when preparing to try on the product, but in the reverse order.

[0065] Even when the out-of-stock information acquisition unit 105 receives return acceptance information from the accounting terminal 7, it checks the out-of-stock status in the store and acquires out-of-stock information when it determines that the product needs to be replenished. In this case, the out-of-stock information acquisition unit 105 creates a record in the product list 195 with the acquired out-of-stock information as information to be stored in the "product information" and "delivery address" fields (see FIG. 11(1)). Here, the return product information displayed in FIG. 11(1) is the same as that in FIG. 10(1).

[0066] When creating the above-mentioned record, if the product X to be replenished is included in the return product information, the out-of-stock information acquisition unit 105 does not add a record for the product X, but updates (changes) the delivery destination (shelf D in the back room) of the existing record for the product X to the replenishment destination of the out-of-stock product (display shelf A inside the store) (see Figure 11 (2)).

[0067] Next, the route calculation unit 103 rearranges the records of the product list 195 so that the destinations are arranged in an order that is considered rational from the viewpoint of work efficiency (see FIG. 10(2)). The order of collection locations indicated by the rearranged records is an example of a recommended route from the collection location, and the product list 195 after the records rearrangement is an example of recommended work order information. The control unit 10 of the server 1 transmits the rearranged product list 195 to the output terminal 5.

[0068] 14 and 15 are sequence diagrams showing the flow of processing and cooperation in the customer service support system, with FIG. 14 showing the case of trying on clothes and FIG. 15 showing the case of returning clothes.

[0069] The input terminal 3 receives an operation (input) from the customer to select a product to try on (step S1). The control unit 30 of the input terminal 3 transmits information about the products (product list) received in step S1 to the server 1 (step S2).

[0070] When the control unit 10 of the server 1 receives the product list (step S3), it adds the inventory location stored in the inventory information 193 as the collection location for each product to the product list (step S4). Next, the control unit 10 checks the out-of-stock status of the display shelves in the store (step S5). In step S5, the control unit 10 adds out-of-stock information to the product list 195 when it determines that replenishment of out-of-stock items is necessary.

[0071] Next, the control unit 10 performs a route calculation (step S6) to rearrange the records of the product list 195 so that the collection locations stored in the product list 195 are arranged in order of increasing work efficiency, thereby creating a recommended route. Then, the control unit 10 transmits recommended work order information including the recommended route to the output terminal 5 (step S7).

[0072] When the control unit 50 of the output terminal 5 receives the recommended work order information (step S8), it outputs it to the display unit 55 (step S9).

[0073] The case of returning an item will now be described. Based on the customer's operation, the control unit 70 of the accounting terminal 7 performs accounting processing for the item that the customer has decided to purchase from among the items included in the product list 195 (step S11). As the accounting processing is performed, information about the item that has been paid for (i.e., purchased) is deleted from the product list 195 on the server 1. When the accounting processing is completed, the control unit 70 sends information (return acceptance information) to the server 1 indicating that the return of the item has been accepted in the fitting room in which the control unit 70 is installed (step S12).

[0074] When the control unit 10 of the server 1 receives the return acceptance information (step S13), it checks the out-of-stock status of the display shelves in the store (step S15). In step S15, if the control unit 10 determines that the out-of-stock item needs to be replenished, it adds the out-of-stock information to the product list 195. At this time, if the product to be replenished is already included in the product list 195, the control unit 10 updates the delivery destination (stock location) of the product to the replenishment destination (display location).

[0075] Next, the control unit 10 performs route calculation (step S16) to rearrange the records of the product list 195 so that the collection locations stored in the product list 195 are arranged in order of increasing work efficiency, thereby creating a recommended route. The recommended route in this case is the shortest route (return route) for delivering (returning) the items to be returned from the fitting room to the inventory location. The control unit 10 then transmits recommended work order information including the recommended route to the output terminal 5 (step S17).

[0076] When the control unit 50 of the output terminal 5 receives the recommended work order information (step S18), it outputs it to the display unit 55 (step S19).

[0077] According to this embodiment, when a store clerk transports a plurality of products from a stock location to a trial location at the request of a customer, a recommended route that is efficient and rational can be proposed to the store clerk.

[0078] Furthermore, according to this embodiment, when a customer visits a fitting room to collect an item to be returned, the store clerk can check for any left behind items and clean up the room, which is advantageous.

[0079] Furthermore, according to this embodiment, if an item being tried on becomes out of stock in the store while the customer is trying it on and the item is returned after trying it on, the returned item can be used to replenish the store, which is efficient.

[0080] Although not mentioned in the above embodiment, if there are multiple output terminals 5, that is, if multiple store staff are available to help with preparation for trying on clothes and returns, the output terminal 5 to which the recommended work order information is sent may be selected so that, for example, a store staff member who may be busy or a store staff member near the recommended route can be asked to handle the situation.

[0081] In this case, for example, if a predetermined time has passed since the previous transmission of recommended work order information, it may be assumed that there is a possibility of a gap. Also, for example, if there is little input operation or little movement of the store clerk at the output terminal 5, it may be assumed that there is a possibility of a gap.

[0082] Furthermore, for example, a system for managing the location information of the output terminals 5 may be introduced to estimate the output terminal 5 with the shortest distance for the recommended route.

[0083] The above-described embodiment can be modified as needed by changing part of the configuration or function of each of the above-described devices. Modifications of the above-described embodiment will be described below as other embodiments.

[0084] (Second embodiment) A second embodiment will be described. This embodiment is a modified example of the first embodiment. In this embodiment, differences from the first embodiment will be mainly described, and the same reference numerals will be used for the same parts as those already described, and detailed description will be omitted.

[0085] The inventory information 193 includes the following items, for example: Product code Individual item tag information Stock location

[0086] The inventory information 193 includes "individual item tag information" instead of the "quantity" used in the previous embodiment. In addition, wireless tags that store the individual item tag information are attached to the products. This makes it possible to individually identify each and every item in stock at the store. In this embodiment, the product list 195 also includes the individual item tag information, which is included in the recommended work order information.

[0087] The wireless tag is, for example, an electronic tag such as an RF tag. The RF tag is compatible with RFID (Radio Frequency Identification) technology and includes an IC (Integrated Circuit) configured to enable contactless reading using radio waves or the like.

[0088] Furthermore, in this embodiment, the output terminal 5 is configured to be able to display search information of the wireless tag. Specifically, the output terminal 5 may be equipped with an antenna or the like for communicating with the wireless tag, or may be able to transmit and receive information to and from a reading device equipped with an antenna.

[0089] According to this embodiment, if the product cannot be found at the collection point, the wireless tag attached to the product can be searched for by the antenna, and the search information can be displayed on the output terminal 5.

[0090] Furthermore, if the instruction to start a search is configured to be given by, for example, tapping on the row of the relevant product listed on the recommended route 552, it becomes easy to start a search for a product that cannot be found but is to be collected.

[0091] As described above, according to this embodiment, when a product cannot be found at a collection point, the product can be searched for efficiently and easily.

[0092] The programs executed by each device in the above-described embodiments are provided in advance in a ROM, etc. The programs executed by each device in the above-described embodiments may be provided by being recorded in an installable or executable file format on a computer-readable recording medium such as a CD-ROM, a flexible disk (FD), a CD-R, or a digital versatile disk (DVD).

[0093] Furthermore, the programs executed by each device in the above-described embodiments may be stored on a computer connected to a network such as the Internet and provided by being downloaded via the network. Also, the programs executed by each device in the above-described embodiments may be provided or distributed via a network such as the Internet.

[0094] Although several embodiments of the present invention have been described, these embodiments are presented as examples and are not intended to limit the scope of the invention. These novel embodiments can be embodied in various other forms, and various omissions, substitutions, modifications, and combinations can be made without departing from the spirit of the invention. These embodiments and their modifications are included within the scope and spirit of the invention, and are also included in the scope of the invention and its equivalents as defined in the claims. [Explanation of symbols]

[0095] 1...server, 10...control unit, 101... inventory location combining unit, 103... route calculation unit, 105... stockout information acquisition unit, 11...CPU, 12...ROM, 13...RAM, 14...Communication section, 19...Memory section, 191...Program, 192...Product master, 193...Inventory information, 195...Product list, 3...input terminal, 30...control unit, 301...try-on reception unit, 31...CPU, 32...ROM, 33...RAM, 34...Communication section, 35...display unit, 36...operation unit, 37...audio output unit, 38...imaging unit, 39...Memory unit, 391...Program, 5...output terminal, 50...control unit, 501...route display unit, 51...CPU, 52...ROM, 53...RAM, 54...Communication section, 55...display unit, 56...operation unit, 57...audio output unit, 59...Memory unit, 591...Program, 551,552...Recommended route, 561...Operator, 7. Cashier terminal, 70...control unit, 701...return acceptance unit 71...CPU, 72...ROM, 73...RAM, 74...Communication section, 75...display unit, 76...operation unit, 77...audio output unit, 78...imaging unit, 79...Memory unit, 791...Program, 9...Network. [Prior art documents] [Patent documents]

[0096] [Patent Document 1] Special Publication No. 2021-517296

Claims

1. an input terminal that accepts an operation by a customer using a full-length mirror in the store to apply for a trial of one or more products; a processing unit that performs processing to generate recommended work sequence information including information on one or more of the products received by the input terminal, information indicating a stock location and a trial location of the products, and information indicating a recommended route that has the shortest travel distance among routes connecting the stock location to the trial location; a store clerk terminal that is a terminal device used by a store clerk and displays the recommended work order information; A customer service support system including:

2. The recommended route is a list of inventory locations arranged in descending order of distance from the trial location. The customer service support system according to claim 1 .

3. When the processing unit acquires out-of-stock information, which is information about a product whose display number in the store has reached a lower limit, the processing unit adds information about the product indicated by the out-of-stock information and information about the display location and inventory location of the product to the recommended work sequence information. The customer service support system according to claim 1 .

4. further comprising an accounting terminal installed in the trial location and configured to accept an operation for exiting the trial location or for paying for at least one of the products for which the recommended work sequence information has been generated; The processing unit Among the products for which the recommended work order information has been generated, products that have not been subject to payment at the accounting terminal are designated as products to be returned; Generate a recommended route with the shortest travel distance among return routes for delivering the product to be returned from the trial location to the inventory location. The customer service support system according to claim 1 .

5. When the processing unit acquires out-of-stock information, which is information about a product whose number of products displayed in the store has reached a lower limit, if the product indicated by the out-of-stock information is included in the products to be returned, the processing unit changes the delivery destination of the product to be returned from the inventory location to the display location of the product indicated by the out-of-stock information prior to generating the recommended route. The customer service support system according to claim 4 .

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