Management system, management method, and program

Abstract

To provide a management system, a management method, and a program capable of linking customer preferences with customer support by store staff.SOLUTION: A management system according to the present disclosure comprises: determination means for executing facial recognition processing on a person displayed in an image captured by an imaging device installed in a store, and determining whether or not the person corresponds to an important customer; position specifying means for specifying a position of the person determined to correspond to an important customer within the store; detection means for detecting a specific action by the person in an area where commodity products that the person is interested in are displayed in the store; and communication means for transmitting a message prompting store staff in the store to start customer service activities for the person with detection of the specific action as a trigger.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present disclosure relates to a management system, a management method, and a program. [Background technology]

[0002] Utilizing customer behavioral histories is being considered for the purpose of increasing sales in stores. Patent Document 1 discloses the configuration of an information processing device that can record products that customers are interested in and have viewed. For example, the information processing device determines products that a person included in an image captured by an imaging unit is viewing. Furthermore, the information processing device generates a behavioral history indicating that the person included in the image has viewed the product. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2016-45743 Summary of the Invention [Problem to be solved by the invention]

[0004] To increase sales in actual stores, it is important for store clerks to provide support to customers who are considering purchasing a product. However, Patent Document 1 does not disclose how the behavioral history of customers can be utilized by store clerks to provide support to customers, which poses a problem that store clerks cannot fully utilize the behavioral history of customers.

[0005] In view of the above-mentioned problems, an object of the present disclosure is to provide a management system, a management method, and a program that can link customer preferences with customer support provided by store staff. [Means for solving the problem]

[0006] The management system according to the present disclosure includes a determination means for determining whether a person who appears in an image captured by a photographing device installed in a store is an important customer by performing facial recognition processing on the person; a location determination means for determining the location within the store of the person who has been determined to be an important customer; a detection means for detecting a specific action by the person in an area within the store where products that interest the person are displayed; and a communication means for, when the detection of the specific action is triggered, sending a message to a store employee in the store to encourage the person to begin customer service activities.

[0007] The management method disclosed herein performs facial recognition processing on a person appearing in an image captured by a camera installed in a store to determine whether the person is an important customer, locates the location within the store of the person determined to be an important customer, detects a specific action by the person in an area within the store where products in which the person is interested are displayed, and, using the detection of the specific action as a trigger, sends a message to a store employee in the store encouraging the person to begin customer service activities.

[0008] The program disclosed herein causes a computer to perform the following steps: determine whether a person who appears in an image captured by a camera installed in a store is an important customer by performing facial recognition processing on the person; identify the location within the store of the person who is determined to be an important customer; detect a specific action by the person in an area within the store where products that interest the person are displayed; and, using the detection of the specific action as a trigger, send a message to a store employee in the store encouraging the person to begin serving the person. [Effects of the Invention]

[0009] The present disclosure makes it possible to provide a management system, management method, and program that can link customer preferences with customer support provided by store staff. [Brief explanation of the drawings]

[0010] [Figure 1] FIG. 1 shows an example of the configuration of a management system. [Figure 2] FIG. 2 shows the flow of processing of a management method executed in one management device. [Figure 3] FIG. 3 shows an example of the configuration of a system that supports product purchases by customers visiting a store. [Figure 4] FIG. 4 is a diagram showing the flow of the customer service management process executed in the management device. [Figure 5] FIG. 5 is a diagram showing the flow of the customer service management process executed in the management device. [Figure 6] FIG. 6 is a diagram showing a screen image displayed on the customer's terminal. [Figure 7] FIG. 7 is a diagram showing a screen image displayed on the terminal of the store clerk. [Figure 8] FIG. 8 is a block diagram illustrating an example of the configuration of the management device. DETAILED DESCRIPTION OF THE INVENTION

[0011] (Embodiment 1) 1 shows an example of the configuration of a management system 10. The management system 10 may be configured by one management device or by multiple management devices. When the management system 10 is configured by multiple management devices, the management devices may communicate with each other via a network.

[0012] The management device constituting the management system 10 may be a computer device that operates when a processor executes a program stored in a memory, or may be, for example, a server device.

[0013] The management system 10 includes a determination unit 11, a position determination unit 12, a detection unit 13, and a communication unit 14. The determination unit 11, the position determination unit 12, the detection unit 13, and the communication unit 14 may be software or modules that are executed by a processor executing a program stored in a memory, or may be hardware such as a circuit or a chip.

[0014] The determination unit 11 may be used as a determination means for making a determination based on information. The position identification unit 12 may be used as a position identification means for identifying a position. The detection unit 13 may be used as a detection means for detecting information. The communication unit 14 may be used as a communication means for transmitting or receiving information.

[0015] The determination unit 11, the position identification unit 12, the detection unit 13, and the communication unit 14 may be included in one management device or may be distributed across multiple devices. In the explanation of Figure 1, the processing or operations executed by the determination unit 11, the position identification unit 12, the detection unit 13, and the communication unit 14 included in the management system will be mainly explained.

[0016] The determination unit 11 determines whether a person appears in an image captured by a photographing device installed in a store and is a valuable customer by performing face recognition processing on the person. The store may be, for example, a facility for selling products. The store may have areas for displaying the products for sale. In each area, the products may be displayed on shelves, for example.

[0017] The image capturing device may be a camera that captures video or still images. The image capturing device may start and stop capturing in response to a human operation. Alternatively, the image capturing device may autonomously start capturing when it detects a person using a sensor or the like, and autonomously stop capturing when it detects that no person is present. The image capturing device generates image data while continuing to capture images. The image data may be video data or still image data.

[0018] The face recognition process may be a process of comparing the positions of feature points, such as the eyes, nose, and mouth, included in the face of a person displayed in an image with the faces of people registered in advance. By performing the face recognition process, the determination unit 11 can specify or identify the person displayed in the image.

[0019] The determination unit 11 may determine whether or not the person identified by executing the face recognition process is included in a plurality of people who are managed in advance as important customers. An important customer may be a customer who is interested in products sold in the store. Alternatively, an important customer may be a customer who has an intention to purchase products sold in the store or who is likely to purchase products sold in the store. A high possibility may mean that, when the possibility is expressed as a numerical value, the numerical value of the possibility is higher than a predetermined value.

[0020] The position identifying unit 12 identifies the position within the store of a person determined to be a valued customer. For example, the position identifying unit 12 may identify the position within the store of a person by identifying the position of the person in an image captured by a fixedly installed camera within the store. The position identifying unit 12 may continuously track the position of a person determined to be a valued customer by analyzing images captured by different camera devices.

[0021] The detection unit 13 detects a specific behavior by a person determined to be a valued customer in an area in the store where products of interest to the person determined to be a valued customer are displayed. Products of interest to a person who is a valued customer may be associated with the person in advance. The detection unit 13 may extract products of interest to the valued customer from information associating the person who is a valued customer with products of interest to the person. Furthermore, the detection unit 13 may detect that the position of the person who is a valued customer identified by the position identification unit 12 is included in the area where the extracted products are displayed. Furthermore, the detection unit 13 may detect a behavior by a person who is a valued customer by analyzing image data generated by a photographing device.

[0022] When a specific action is detected by the detection unit 13, the communication unit 14 is triggered to send a message to a store clerk to encourage the important customer to begin customer service activities. The customer service activities may involve the clerk directly explaining the product to the important customer, thereby encouraging the important customer to purchase the product. Alternatively, the customer service activities may involve the clerk communicating with the important customer. The message may be sent to at least one of the important customer and the clerk.

[0023] 2 shows the process flow of the management method executed in one management device. Here, it is assumed that one management device executes the functions, processes, or operations realized by the determination unit 11, the location identification unit 12, the detection unit 13, and the communication unit 14.

[0024] First, the determination unit 11 performs face recognition processing on a person appearing in an image captured by a camera installed in the store to determine whether the person corresponds to a valued customer (S11). Next, the location identification unit 12 identifies the location within the store of the person determined to be a valued customer (S12). Next, the detection unit 13 detects a specific action by the person in an area within the store where products in which the person is interested are displayed (S13). Next, the communication unit 14, triggered by the detection of the specific action, transmits a message to the store staff member in the store to prompt the person to begin serving the person (S14).

[0025] As described above, when the management system 10 detects a specific behavior of a person who is a valued customer, it sends a message to the store clerk prompting the person to begin customer service activities. At this time, the person who is a valued customer is located in an area where products that interest the person are displayed. In other words, the person is likely to purchase the products. By engaging in customer service activities with such a person, the store clerk can efficiently encourage the person to purchase the products.

[0026] (Embodiment 2) FIG. 3 shows an example of the configuration of a system that supports product purchases by customers who visit a store. The system shown in FIG. 3 shows that a management device 20 and cameras 50 are connected via a network within a store 100. The network within the store 100 may be a LAN (Local Area Network) established within the store 100. Camera 50 may be a collective term including camera 50_1, camera 50_2, and camera 50_3. Camera 50 may refer to any camera among camera 50_1, camera 50_2, and camera 50_3, or may refer to all of camera 50_1, camera 50_2, and camera 50_3.

[0027] The management device 20 has the functions included in the management system 10 described in FIG. 1. In other words, the management device 20 realizes the functions included in the management system 10 in a single device. The network within the store 100 may be connected to a network 60 such as the Internet. The management device 20 may be a computer device that operates when a processor executes a program stored in a memory. The management device 20 has a determination unit 11, a position identification unit 12, a detection unit 13, and a communication unit 14.

[0028] Furthermore, management device 20 collects image data of images captured by camera 50. Management device 20 may manage the collected image data in association with the camera that generated the image data. Furthermore, management device 20 may manage the installation locations of the cameras. For example, the installation location may be the location of one of the areas when store 100 is divided into specific areas. Alternatively, the installation location may be the location of the sales floor that is photographed by the camera.

[0029] Terminal 30 is a terminal held by a customer who visits store 100. Terminal 40 is a terminal held by a salesperson working as a salesperson at store 100. Terminal 30 and terminal 40 may be computer devices that execute processes by running a program. Terminal 30 and terminal 40 may be smartphone terminals, tablet terminals, etc.

[0030] The terminals 30 and 40 are connected to the network 60 via a wireless communication line. For example, the terminals 30 and 40 may be connected to the network 60 via a mobile network. Alternatively, the terminals 30 and 40 may be connected to the network within the store 100 via a wireless communication line. For example, the terminals 30 and 40 may be connected to the network within the store 100 via a wireless LAN.

[0031] FIG. 3 shows that a customer who has entered the store 100 has moved to the front of the product shelf 70.

[0032] Here, a description will be given of the customer service management process executed in the management device 20. Figures 4 and 5 show the flow of the customer service management process executed in the management device 20.

[0033] First, the determination unit 11 detects a person who has entered the store 100 (S21). For example, the determination unit 11 may detect that a person is included in an image captured by the camera 50_2 capturing an image of the vicinity of the entrance of the store 100. The determination unit 11 may detect that a person is included in the image by executing image analysis processing. The detection of a person by the image analysis processing may use, for example, a learning model for detecting a person. The learning model may be generated by, for example, performing machine learning or the like.

[0034] Next, the determination unit 11 determines whether the detected person corresponds to a valuable customer (S22). If the determination unit 11 determines that the detected person does not correspond to a valuable customer, the process ends. The determination unit 11 performs face recognition processing to determine whether the detected person corresponds to a person registered in advance. The determination unit 11 further performs processing to determine whether a person identified by the face recognition processing (hereinafter referred to as a specific person) corresponds to a valuable customer.

[0035] It is assumed that personal information including facial information of a specific person is registered in advance in the management device 20. For example, it is assumed that the specific person inputs personal information into a homepage or application managed by the management device 20 via a terminal owned by the specific person. The facial information is image data including a face. The personal information may include, for example, name, age, gender, address, favorite products, etc.

[0036] The facial recognition process is performed by comparing image data of a person who visits the store 100 with pre-registered facial information. The camera 50 installed in the store 100 is installed at a fixed position and captures images inside the store 100. The facial recognition process is performed using image data that can recognize the face of a person who visits the store and pre-registered facial information. The image data used in the facial recognition process may be generated by any of the cameras 50_1, 50_2, and 50_3. Alternatively, the camera that generates the image data used in the facial recognition process may be predetermined, such as image data generated by the camera 50_2 that captures images near the entrance.

[0037] When determining whether a specific person is a valued customer, the determination unit 11 may use the specific person's online behavior history (hereinafter referred to as online behavior history) and the specific person's behavior history in a store (hereinafter referred to as offline behavior history). The online behavior history and the offline behavior history may be managed in association with the specific person each time they are generated. Specifically, the online behavior history and the offline behavior history may be managed in association with the specific person's personal information.

[0038] The online behavior history may include, for example, viewing a homepage introducing products sold at the store 100, registering products as favorites on the homepage, logging in to a members-only homepage related to the store 100, etc. Furthermore, the online behavior history may also include a purchase history of so-called online shopping, in which products sold at the store 100 are purchased online.

[0039] The offline behavior history may be, for example, history information related to store visit behavior when a specific person has visited the store 100 in the past, such as the number of times the specific person has actually visited the store 100 in the past, information about the sales area where the specific person was served in the store 100 in the past, the name of the person who served the specific person, etc. The history information related to store visit behavior may be input to the management device 20 by, for example, a store clerk or the specific person via an application or the like. Alternatively, the history information related to store visit behavior may be generated by the determination unit 11 or the like performing image analysis to identify behavior related to the specific person and generate the identified information as history information.

[0040] A score may be set according to the content indicated by the online behavior history and the offline behavior history. If the total score for a specific person exceeds a threshold, the specific person may be determined to be a valued customer. Alternatively, all people whose personal information is registered may be ranked based on their total scores. For example, a person ranked within the top N percent (N is a positive number) may be determined to be a valued customer.

[0041] The scores determined according to the content indicated by the online behavior history and the offline behavior history may be weighted according to the content. For example, a higher score may be assigned to a behavior history indicating that a user has purchased a product online than a higher score may be assigned to a behavior history indicating that a user has registered a product as a favorite online. Furthermore, the more times a user has actually visited the store 100, the higher the score assigned.

[0042] For example, when the judgment unit 11 identifies a person included in an image captured by a camera 50_2 installed near the entrance of the store 100 by performing a facial recognition process, the judgment unit 11 may determine whether the identified person is an important customer.

[0043] Next, if it is determined in step S22 that the detected specific person corresponds to a key customer, the position identifying unit 12 tracks the position of the key customer (S23). For example, the position identifying unit 12 may identify the position of the key customer by performing image analysis using an image generated by the camera 50.

[0044] For example, the position identifying unit 12 may identify a product included in the image by inputting the image generated by the camera 50 into a learning model that identifies the product included in the image. Furthermore, the position identifying unit 12 may identify which product's sales area is included in the image generated by the camera 50 by identifying the product. In this way, the position identifying unit 12 may identify which product's sales area an important customer included in the image is in by identifying the sales area of ​​the product included in the image.

[0045] In addition, when the image includes multiple product sales areas, the position identification unit 12 may identify which sales area the important customer is located in front of, depending on the direction the important customer is facing, or the position of each product sales area and the important customer, etc.

[0046] Alternatively, a fixedly installed camera may capture an image of a predetermined sales floor, and the location identifying unit 12 may estimate or identify the location of the important customer by identifying which camera captures an image that includes the important customer.

[0047] The location identification unit 12 may track the location of the important customer by associating the time when the image was generated with the important customer included in the image.

[0048] Next, the detection unit 13 determines whether the important customer is in front of a product that the important customer is interested in (S24). If the detection unit 13 determines that the important customer is not in front of a product that the important customer is interested in, the processing ends. The product that the important customer is interested in may be identified by the determination unit 11. For example, the determination unit 11 may identify at least one product that the important customer is interested in based on the online behavior history and the offline behavior history. For example, products that the important customer has previously purchased online or at the store 100, products that the important customer has registered as favorites online, products in a sales area where the important customer was actually served in the store 100, etc. may be identified as products that the important customer is interested in.

[0049] The detection unit 13 may determine that the important customer is in front of a product that the important customer is interested in, when the position of the important customer identified by the position identification unit 12 is in front of a product shelf 70 on which the product that the important customer is interested in is displayed. "In front of the product shelf 70" may be a predetermined area that includes the product shelf 70. Alternatively, "in front of the product shelf 70" may be a position where the product displayed on the product shelf 70 can be picked up.

[0050] Next, a case where the detection unit 13 determines in step S24 that the important customer is in front of a product that the important customer is interested in will be described. In this case, the detection unit 13 determines whether the important customer has stayed or lingered in front of the product shelf 70 on which the product that the important customer is interested in is displayed for a predetermined period of time or more, as one of the specific actions by the important customer (S25). Staying or lingering for a predetermined period of time or more may mean staying for a predetermined period of time or more. If the detection unit 13 determines that the important customer is not in front of a product that the important customer is interested in, the processing is terminated.

[0051] For example, the detection unit 13 may use image data generated by the camera 50 to determine whether or not a valued customer has been staying in front of the product shelf 70 continuously for a predetermined period of time or longer.

[0052] When the detection unit 13 determines that the important customer has stayed in front of the product shelf 70 for a predetermined period of time or more, the communication unit 14 transmits a message to the terminal 30 held by the important customer (S26). The message may, for example, prompt the important customer to select whether or not to request customer service. The detection unit 13 may transmit the message to the terminal 30 via the network within the store 100 and the network 60. Alternatively, if the terminal 30 is connected to the network within the store 100, the detection unit 13 may transmit the message to the terminal 30 via the network within the store 100. For example, when the terminal 30 receives the message, as shown in FIG. 6 , the terminal 30 may display on the screen a button that can be pressed to request customer service. The screen may also display a button that can be pressed if customer service is not requested. For example, when the terminal 30 receives the message, the terminal 30 may launch a related application and display a button that can be pressed to request customer service. When the important customer presses the button indicating that customer service is requested, a response message indicating that customer service is requested is transmitted to the management device 20. Furthermore, when a valued customer presses a button indicating that they will not be served, a response message indicating that they will not be served may be transmitted to the management device 20.

[0053] Returning to FIG. 5 , the detection unit 13 determines whether a response message requesting service has been received from the terminal 30 held by the important customer (S27). If the detection unit 13 determines that a response message requesting service has not been received from the terminal 30 held by the important customer, the processing is terminated. Alternatively, if the detection unit 13 receives a response message indicating that service is not requested from the terminal 30 held by the important customer, the processing is terminated. The detection unit 13 may determine that a response message has not been received if a response message is not received within a predetermined period. Alternatively, the detection unit 13 may determine that a response message has not been received if a response message is not received while the important customer is staying in front of the shelf 70.

[0054] When the detection unit 13 determines that a response message requesting service has been received from the terminal 30 held by the important customer, the communication unit 14 transmits an instruction message instructing the store clerk to serve the customer to the terminal 40 held by the store clerk (S28). For example, when the terminal 40 receives the message, as shown in FIG. 7, it may display on the screen a button that can be pressed to indicate whether the important customer will serve the customer or whether the store clerk cannot serve the customer. The screen may also display an area A indicating the service area. The screen may also display the name of the important customer, the time the important customer will be staying in area A, etc. For example, when the terminal 40 receives the message, it may launch a related application and display a button that can be pressed to indicate whether the important customer will serve the customer or whether the store clerk cannot serve the customer.

[0055] In step S25, one of the specific actions by a key customer is described as the key customer staying in front of a product shelf 70 on which products in which the key customer is interested are displayed for a predetermined period of time or more, but the specific action is not limited to this.

[0056] For example, as the specific operation, the detection unit 13 may determine whether or not the important customer has picked up a product of interest. The detection unit 13 may determine whether or not the important customer has picked up a product of interest by continuously analyzing an image in which the important customer is positioned in front of the product shelf 70.

[0057] Alternatively, the detection unit 13 may determine, as one of the specific actions by a valued customer, whether the valued customer has moved away from the product shelf 70 and then moved back in front of the product shelf 70. For example, when the detection unit 13 detects that the valued customer has moved out of a predetermined area in front of the product shelf 70 and then moved into a predetermined area in front of the product shelf 70, the detection unit 13 may determine that the valued customer has moved back in front of the product shelf 70.

[0058] Furthermore, if it is determined in step S25 that a key customer has performed a specific action, the detection unit 13 may not perform the processing of steps S26 and S27, but may send a message to the store clerk's terminal 40 urging the clerk to start serving the customer or a message instructing the clerk to start serving the customer.

[0059] Alternatively, when it is determined in step S25 that the important customer has performed the specific action, the detection unit 13 may send a message to the important customer's terminal 30 and the store clerk's terminal 40 to prompt them to start serving the customer.

[0060] As described above, when the management device 20 detects that a valued customer has performed an action that is likely to result in the customer purchasing a product, the management device 20 instructs the salesperson to begin serving the customer. In this way, by controlling the timing at which the salesperson begins serving the customer, the possibility that the valued customer will purchase a product can be increased.

[0061] FIG. 8 is a block diagram showing an example of the configuration of the management device 20 described in the above embodiment. Referring to FIG. 8, the management device 20 includes a network interface 1201, a processor 1202, and a memory 1203. The network interface 1201 may be used to communicate with a network node. The network interface 1201 may include, for example, a network interface card (NIC) that complies with the IEEE 802.3 series. IEEE stands for Institute of Electrical and Electronics Engineers.

[0062] The processor 1202 reads and executes software (computer programs) from the memory 1203 to perform the processing of the management device 20 described using the flowcharts in the above-described embodiment. The processor 1202 may be, for example, a microprocessor, an MPU, or a CPU. The processor 1202 may include multiple processors.

[0063] The memory 1203 is configured by a combination of volatile memory and non-volatile memory. The memory 1203 may include storage located remotely from the processor 1202. In this case, the processor 1202 may access the memory 1203 via an I / O (Input / Output) interface (not shown).

[0064] 8, the memory 1203 is used to store software modules. The processor 1202 reads and executes these software modules from the memory 1203, thereby performing the processing of the management device 20 described in the above embodiment.

[0065] As explained using FIG. 8, each of the processors included in the management device 20 in the above-described embodiment executes one or more programs including a group of instructions for causing a computer to execute the algorithm explained using the drawings.

[0066] In the above examples, the program includes instructions (or software code) that, when loaded into a computer, cause the computer to perform one or more functions described in the embodiments. The program may be stored on a non-transitory computer-readable medium or a tangible storage medium. By way of example and not limitation, computer-readable medium or tangible storage medium includes random-access memory (RAM), read-only memory (ROM), flash memory, solid-state drive (SSD) or other memory technology, CD-ROM, digital versatile disc (DVD), Blu-ray® disc or other optical disk storage, magnetic cassette, magnetic tape, magnetic disk storage or other magnetic storage device. The program may also be transmitted on a transitory computer-readable medium or communication medium. By way of example and not limitation, transitory computer-readable medium or communication medium includes electrical, optical, acoustic, or other forms of propagated signals.

[0067] Although the present disclosure has been described above with reference to the embodiments, the present disclosure is not limited to the above-described embodiments. Various modifications that can be understood by those skilled in the art can be made to the configuration and details of the present disclosure within the scope of the present disclosure. Furthermore, each embodiment can be combined with other embodiments as appropriate.

[0068] Each drawing is merely an example for describing one or more embodiments. Each drawing may relate not only to one particular embodiment, but also to one or more other embodiments. As will be understood by those skilled in the art, various features or steps described with reference to any one drawing can be combined with features or steps shown in one or more other drawings to create, for example, an embodiment not explicitly shown or described. Not all features or steps shown in any one drawing are necessary to describe an exemplary embodiment, and some features or steps may be omitted. The order of steps described in any drawing may be changed as appropriate.

[0069] A part or all of the above-described embodiments can be described as, but not limited to, the following supplementary notes. (Appendix 1) a determination means for determining whether a person appears in an image captured by a photographing device installed in the store by performing a facial recognition process on the person; and a location specifying means for specifying a location within the store of the person determined to be a valued customer; a detection means for detecting a specific action by the person in an area in the store where a product of interest to the person is displayed; A management system comprising: a communication means that, when detected, sends a message to the person urging the store staff to begin customer service activities. (Appendix 2) The specific operation is: The management system described in Appendix 1, wherein the person remains in the area for a predetermined period of time or more. (Appendix 3) The specific operation is: The management system described in Appendix 1, wherein the person touches the product. (Appendix 4) The determination means A management system described in any one of appendices 1 to 3, which determines whether a person is a valued customer based on a first behavioral history of the person online and a second behavioral history of the person in the store. (Appendix 5) The determination means The management system described in Appendix 4, which calculates a score used to determine whether the person is an important customer based on the first behavioral history and the second behavioral history. (Appendix 6) The communication means is 6. The management system according to any one of appendices 1 to 5, wherein the message is sent to at least one of a first terminal held by the person and a second terminal held by the store clerk. (Appendix 7) The communication means is The management system described in Appendix 6, wherein, when a response message to the message sent to the first terminal is received, including a request for customer service by the store clerk, an instruction message is sent to the second terminal instructing the second terminal to begin the customer service activity. (Appendix 8) The determination means The management system according to any one of appendices 1 to 7, wherein face authentication processing is performed by comparing face data of the person registered by the person before the person visits the store with face data of the person displayed in an image captured by the imaging device. (Appendix 9) performing a facial recognition process on a person appearing in an image captured by a photographing device installed in the store to determine whether the person corresponds to a valuable customer; Identifying the location within the store of the person determined to be a valuable customer; Detecting a specific action by the person in an area of ​​the store where a product of interest to the person is displayed; The management method includes using the detection of the specific behavior as a trigger to send a message to a store clerk at the store encouraging the person to begin serving the person. (Appendix 10) performing a facial recognition process on a person appearing in an image captured by a photographing device installed in the store to determine whether the person corresponds to a valuable customer; Identifying the location within the store of the person determined to be a valuable customer; Detecting a specific action by the person in an area of ​​the store where a product of interest to the person is displayed; A program that causes a computer to send a message to a store clerk at the store to prompt the person to begin serving the person when the specific action is detected.

[0070] Some or all of the elements (e.g., configurations and functions) described in Supplementary Notes 2 to 8 that are dependent on Supplementary Note 1 may also be dependent on Supplementary Notes 9 and 10 in the same dependency relationship as Supplementary Notes 2 to 8. Some or all of the elements described in any Supplementary Note may be applied to various hardware, software, recording means for recording software, systems, and methods. [Explanation of symbols]

[0071] 10 Management System 11 Judgment section 12 Location identification part 13 Detector 14 Communications Department 20 Management device 30 devices 40 terminals 50 cameras 50_1 Camera 50_2 Camera 50_3 Camera 60 Network 70 Product shelves 100 stores

Claims

1. a determination means for determining whether a person appears in an image captured by a photographing device installed in the store by performing a facial recognition process on the person; and a location specifying means for specifying a location within the store of the person determined to be a valued customer; a detection means for detecting a specific action by the person in an area in the store where a product of interest to the person is displayed; A management system comprising: a communication means that, when detected, sends a message to the person urging the store staff to begin customer service activities.

2. The specific operation is: The management system according to claim 1 , wherein the person stays in the area for a predetermined period of time or more.

3. The specific operation is: The management system according to claim 1 , wherein the person touches the product.

4. The determination means 4. The management system according to claim 1, wherein the management system determines whether the person is a valued customer based on a first behavioral history of the person online and a second behavioral history of the person in the store.

5. The determination means The management system according to claim 4 , further comprising: calculating a score used to determine whether the person corresponds to a valuable customer based on the first behavioral history and the second behavioral history.

6. The communication means is The management system according to claim 1 , wherein the message is sent to at least one of a first terminal held by the person and a second terminal held by the store clerk.

7. The communication means is 7. The management system of claim 6, wherein when a response message to the message sent to the first terminal is received, the response message includes a request for customer service by the store clerk, an instruction message is sent to the second terminal instructing the second terminal to begin the customer service activity.

8. The determination means 4. The management system according to claim 1, wherein face authentication processing is performed by comparing face data of the person registered by the person before the person visits the store with face data of the person displayed in an image captured by the photographing device.

9. performing a facial recognition process on a person appearing in an image captured by a photographing device installed in the store to determine whether the person corresponds to a valuable customer; Identifying the location within the store of the person determined to be a valuable customer; Detecting a specific action by the person in an area of ​​the store where a product of interest to the person is displayed; The management method includes using the detection of the specific behavior as a trigger to send a message to a store clerk at the store encouraging the person to begin serving the person.

10. performing a facial recognition process on a person appearing in an image captured by a photographing device installed in the store to determine whether the person corresponds to a valuable customer; Identifying the location within the store of the person determined to be a valuable customer; Detecting a specific action by the person in an area of ​​the store where a product of interest to the person is displayed; A program that causes a computer to send a message to a store clerk at the store to prompt the person to begin serving the person when the specific action is detected.

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