Service reception system, service reception method, and program

Abstract

To provide a service reception system, a service reception method and a program capable of shortening a reception registration time required for a service requested by a customer.SOLUTION: A service reception system according to the present disclosure is a service reception system that receives a request for a predetermined service through reception input processing by a customer, the service reception system including a storage unit that stores identification information of the customer and request history information related to request content for the service, and a control unit that outputs the request content to a POS terminal of a service provider based on the reception input processing by the customer. When determination input processing of the request content information is performed by the customer, the determined request content information and the reception identification information corresponding thereto are stored in a storage part, the reception identification information and the request content information are output to a POS terminal, and a reception slip including the reception identification information is output to the customer.SELECTED DRAWING: Figure 1

Description

[Technical Field]

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

[0002] Various service reception systems have been proposed to reduce the workload of store clerks at places providing services such as dry cleaning. For example, such systems assist store clerks in their reception work based on past requests from customers. Patent Document 1 discloses technology in which a dry cleaning store captures images of a customer's laundry items with a camera and compares them with the customer's previous laundry orders. The automated laundry reception system in Patent Document 1 can automatically obtain reception information by determining the condition of the clothes based on differences between previous orders and the current order. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent Publication No. 2021-174178 Summary of the Invention [Problem to be solved by the invention]

[0004] However, in the technology disclosed in Patent Document 1, the reception information is input by a dry cleaning store clerk into a POS (Point of Sales) terminal that processes the payment for the received items, etc. If it takes time for the clerk to register the reception into the POS terminal, there is a problem that the customer and subsequent customers have to wait longer.

[0005] The present disclosure has been made to solve such problems, and aims to provide a service reception system, a service reception method, and a program that can shorten the reception registration time for services requested by customers. [Means for solving the problem]

[0006] The service reception system according to the present disclosure is a service reception system that receives a request for a specified service from a customer through the customer's own reception input processing, and includes: a memory unit that stores identification information of the customer and request history information relating to the request content of the service previously requested by the customer; and a control unit that outputs the request content to a POS terminal of the service provider based on the reception input processing by the customer, wherein the control unit acquires from the memory unit the request history information corresponding to the identification information of the customer performing the reception input processing, generates request content candidate information to be displayed as candidates for new requests by the customer based on the request history information, and displays the request content candidate information on a display unit in an editable manner, and when the customer performs a confirmation input processing of the request content information based on the request content candidate information displayed on the display unit, stores the confirmed request content information and reception identification information corresponding to the request content information in the memory unit, outputs the reception identification information and the request content information to the POS terminal, and outputs a reception slip including the reception identification information to the customer.

[0007] The service reception method disclosed herein is a service reception method for receiving a request for a specified service from a customer, and includes the steps of: acquiring customer identification information from the customer at the time of reception; acquiring request history information corresponding to the customer identification information; generating candidate request content information to be displayed as candidates for new requests by the customer based on the request history information and displaying the candidate request content information in an editable manner; when the customer performs a confirmation input process for request content information based on the candidate request content information, storing the confirmed request content information and reception identification information corresponding to the request content information; outputting the reception identification information and the request content information to a POS terminal; and outputting a reception slip including the reception identification information to the customer.

[0008] The program disclosed herein is a computer program for accepting a request for a specified service from a customer, and causes a computer to execute the following: means for acquiring customer identification information from the customer at the time of acceptance; means for acquiring request history information corresponding to the customer's identification information; means for generating candidate request content information to be displayed as candidates for new requests by the customer based on the request history information and displaying the candidate request content information in an editable manner; means for, when the customer performs a process to confirm and input the request content information based on the candidate request content information, storing the confirmed request content information together with reception identification information corresponding to the request content information; means for outputting the reception identification information and the request content information to a POS terminal; and means for outputting a receipt including the reception identification information to the customer. [Effects of the Invention]

[0009] The present disclosure makes it possible to provide a service reception system, a service reception method, and a program that can shorten the reception registration time for services requested by customers. [Brief explanation of the drawings]

[0010] [Figure 1] FIG. 1 is a block diagram showing the configuration of a service reception system 1 according to the present disclosure. [Figure 2] FIG. 2 is a flowchart showing the flow of the request reception process by the service reception system 1. [Figure 3] FIG. 3 is a block diagram showing the configuration of the service reception system 2 according to the present disclosure. [Figure 4] FIG. 4 is a block diagram showing the configuration of the self-terminal 3. As shown in FIG. [Figure 5] FIG. 5 is an example of request history information stored in the storage unit 31 when the service according to the present disclosure is cleaning work. [Figure 6] FIG. 6 is an example of a screen displayed by the display unit 33 when the service according to the present disclosure is a cleaning service. [Figure 7]FIG. 7 is an example of a screen displayed by the display unit 33 when the service according to the present disclosure is a cleaning service. [Figure 8] FIG. 8 is an example of a payment screen displayed on the display unit 33. [Figure 9] FIG. 9 is an example of a reception slip output by the output unit 37. [Figure 10] FIG. 10 is an example of the reception completion slip output by the output unit 37. [Figure 11] FIG. 11 is a block diagram showing the configuration of the POS terminal 4. As shown in FIG. [Figure 12] FIG. 12 is an example of request history information stored in the storage unit 41 when the service according to the present disclosure is cleaning work. [Figure 13] FIG. 13 is a flowchart showing an example of the flow when the customer information acquisition unit 36 ​​reads the customer's membership number and the like. [Figure 14] FIG. 14 is a flowchart showing an example of the flow when request content information is confirmed at the self-terminal 3. [Figure 15] FIG. 15 is a flowchart showing an example of the process flow when the registration of the request content at the self-terminal 3 is not confirmed. [Figure 16] FIG. 16 is a flowchart showing an example of the flow when the POS terminal 4 checks the acceptance status of the request history information. [Figure 17] FIG. 17 is a flowchart showing an example of the flow when the request content information is confirmed at the POS terminal 4. [Figure 18] FIG. 18 is a diagram illustrating an example of the hardware configuration of a service reception system 100 according to the present disclosure. DETAILED DESCRIPTION OF THE INVENTION

[0011] Embodiment 1 A first embodiment according to the present disclosure will be described below with reference to the drawings. FIG. 1 is a block diagram showing the configuration of a service reception system 1 according to the present disclosure. The service reception system 1 includes a storage unit 11 and a control unit 12. Services related to the service reception system 1 include, for example, cleaning services, hairdressing and beauty services, nail salon services, esthetic salon services, etc., but are not limited to these.

[0012] The service reception system 1 may be a single device or may be composed of multiple devices, etc., as long as it can fulfill the functions of each component. Specifically, the service reception system 1 may be a reception input terminal installed in the store related to the service, or a mobile terminal such as a smartphone owned by the customer. Alternatively, the service reception system 1 may be composed of a server device communicably connected to the terminal. When each component in the service reception system 1 is composed of different devices, data communication between the devices is possible via a communication network such as the Internet.

[0013] The service reception system 1 according to the present disclosure may receive a request for a predetermined service from a customer through a reception input process performed by the customer himself / herself. In other words, the service reception system 1 may be a self-service service reception system. That is, the service reception system 1 may allow the customer himself / herself to perform some or all of the input required for receiving a service request.

[0014] First, we will explain the storage unit 11. The storage unit 11 is an example of a non-volatile storage device such as a hard disk, flash memory, etc. The storage unit 11 stores, for example, identification information of a customer requesting a service and request history information relating to the content of service requests made by the customer in the past.

[0015] The storage unit 11 may also store reception identification information. The reception identification information is, for example, a number associated with the request content of a customer when the service reception system 1 receives the request content of the customer. The reception identification information may also be expressed as a reception number. The storage unit 11 may include the reception identification information as part of the customer identification information, or may include it as part of the request history information.

[0016] Next, we will explain the control unit 12. The control unit 12 can be realized, for example, by an integrated circuit, and is a processor that executes various functions of the service reception system 1 using a CPU (Central Processing Unit), an MPU (Micro Processing Unit), etc. based on various programs stored in a storage means.

[0017] The control unit 12 outputs the request details to the POS terminal of the service provider based on the reception input process for the service request made by the customer. That is, the control unit 12 has a function of notifying the POS terminal operated by the store clerk of the request details input by the customer. To realize this function, the service reception system 1 and the POS terminal are connected in a state where data communication is possible. Data communication between the service reception system 1 and the POS terminal may be possible via an Internet line or the like. Furthermore, data communication between the service reception system 1 and the POS terminal may be possible via short-range wireless communication such as Wi-Fi (registered trademark) or Bluetooth (registered trademark), or they may be connected by wire.

[0018] Next, an example of a request reception process according to the present disclosure will be described. Fig. 2 is a flowchart showing the flow of the request reception process performed by the service reception system 1.

[0019] First, the control unit 12 acquires from the storage unit 11 request history information corresponding to the identification information of the customer performing the reception input process (S101). Next, the control unit 12 generates request content candidate information to be displayed as candidates for new requests made by the customer based on the request history information (S102). Here, the control unit 12 may display one or more candidates. Thereafter, the control unit 12 causes the display unit to mutably display the request content candidate information (S103). In other words, the control unit 12 causes the display unit to provisionally display the request content candidate information.

[0020] Thereafter, when the customer confirms the request information based on the candidate request information displayed on the display unit, the memory unit 11 stores the confirmed request information and the receipt identification information corresponding to the request information (S104). In other words, the memory unit 11 stores the customer's current request information and the customer's receipt number for the current request information. Thereafter, the control unit 12 outputs the request information and the corresponding receipt identification information to the POS terminal (S105). That is, the control unit 12 transmits data related to this information to the POS terminal. Thereafter, the control unit 12 outputs a receipt slip including the receipt identification information to the customer (S106). The receipt slip may be printed on receipt paper or the like, or may be electronically displayed on a mobile terminal such as a smartphone owned by the customer, or may be electronically displayed on a terminal owned by the store. The receipt slip may display the receipt number as receipt identification information, or information including the receipt number may be displayed as a two-dimensional code such as a barcode or QR Code (registered trademark).

[0021] Here, steps S104 to S106 do not have to be performed in the order described above. That is, after the customer has confirmed the request content information, steps S104 to S106 may be performed simultaneously, or each step may be performed at any timing.

[0022] In this way, the service reception system 1 according to the present disclosure can shorten the reception registration time for services requested by customers. First, the service reception system 1 can improve the efficiency of store operations by having customers themselves perform some or all of the reception input processing into the POS terminal, which is normally performed by the store. Then, the control unit 12 generates candidate information for a new request from a customer based on the customer's request history information, allowing the customer to reuse requests made in the past. As a result, the customer can shorten the reception registration time. Furthermore, by having the control unit 12 display the candidate information in a changeable manner, the customer does not need to enter the request details themselves if the current request details partially or completely match the candidate information, thereby further shortening the reception input time for the customer.

[0023] Embodiment 2 A second embodiment of the present disclosure will be described below with reference to the drawings. Fig. 3 is a block diagram showing the configuration of a service reception system 2 according to the present disclosure. The service reception system 2 includes a POS terminal 4 to which the service reception system 1 outputs request content information and the like.

[0024] The service reception system 2 includes a self-service terminal 3 and a POS terminal 4. The self-service terminal 3 receives requests for specific services from customers through their own reception input processing. In other words, the self-service terminal 3 realizes the service reception system 1 according to the present disclosure. The self-service terminal 3 may receive the entire request from the customer, or only a portion of the request from the customer. The self-service terminal 3 may also be a reception input terminal installed in the store where the service is provided, or may be a mobile terminal such as a smartphone owned by the customer. Furthermore, the self-service terminal 3 may have a function for settling the payment for the service requested by the customer.

[0025] The POS terminal 4 is a device that can accept requests from customers. The POS terminal 4 also has a function of settling the price for services requested by customers. In other words, the POS terminal 4 may have some or all of the same functions as the self-service terminal 3. While the self-service terminal 3 according to the present disclosure is mainly operated by the customer, the POS terminal 4 is mainly operated by the store clerk who provides the service.

[0026] The self-service terminal 3 and the POS terminal 4 are connected in a state where data communication is possible. Data communication between the self-service terminal 3 and the POS terminal 4 may be possible via a communication network such as the Internet. Data communication between the self-service terminal 3 and the POS terminal 4 may be possible via short-range wireless communication such as Wi-Fi or Bluetooth, or they may be connected by wire.

[0027] Next, we will explain the configuration of the self-service terminal 3. Fig. 4 is a block diagram showing the configuration of the self-service terminal 3. The self-service terminal 3 includes a storage unit 31, a control unit 32, a display unit 33, an input unit 34, a communication unit 35, a customer information acquisition unit 36, an output unit 37, and a payment unit 38.

[0028] The storage unit 31 is an example of a non-volatile storage device such as a hard disk or flash memory. The storage unit 31 can store identification information of a customer requesting a service and request history information relating to the content of the service requested by the customer. Here, the customer identification information is also expressed as a customer master. The storage unit 31 may store not only the content of past requests by a customer but also the content of a current request as request history information.

[0029] Furthermore, the storage unit 31 can store confirmed request content information regarding the current customer request. Here, confirming the request content information is also expressed as "registration." The storage unit 31 may store the confirmed request content information as part of the request history information. Alternatively, the storage unit 31 may store the confirmed request content information separately from the request history information. In this case, the storage unit 31 may newly store the request content information as part of the request history information after the registration process is completed, based on an instruction from the control unit 32.

[0030] In particular, as will be described later, when the control unit 32 tentatively confirms (provisionally confirms) the request content information of the customer, the storage unit 31 may store the tentatively confirmed request content information separately from the request history information. Alternatively, the storage unit 31 may directly store the tentatively confirmed information in the request history information as part of the request history information by attaching a flag to the tentatively confirmed information.

[0031] The storage unit 31 may store identification information etc. of customers at one store, or may store information for multiple stores. In other words, if there are multiple stores that provide services, the storage unit 31 may share identification information etc. of customers at each store.

[0032] The customer identification information may include, for example, the customer's name, address, telephone number, and customer number (membership number) assigned to each customer. The customer identification information may also include discount information held by the customer. Furthermore, the customer identification information may also include request history information regarding the content of the customer's request for the service.

[0033] When the service is a cleaning service, the request history information is also referred to as the service record. In other words, the request history information includes information on past or current requests made by the customer. Here, the request information includes details of the requests made by the customer. The details of the requests include the condition of the items, etc. that are the subject of the service, and the quality desired by the customer for the service. When the service is a cleaning service, the condition of the items, etc. includes, for example, the name of the clothing, the color of the clothing, the material of the clothing, the accessories of the clothing, etc. Furthermore, the quality desired by the customer includes, for example, how to wash the clothing, packaging, delivery date, discount information, etc. These details are also referred to as attribute information of the service.

[0034] FIG. 5 is an example of request history information stored in the memory unit 31 when the service according to the present disclosure is a dry cleaning service. As shown in FIG. 5, the memory unit 31 includes, as request history information, information such as the number, last reception, number of times, garment name, garment color, garment material, washing method, accessories, packaging, delivery date, and discount information. An example will be described using the deposit record of number 1 in FIG. 5. The customer most recently requested a shirt to be dry cleaned on September 1, 2023. This is the customer's third request for this shirt. The shirt is white and made of cotton. The customer has requested dry cleaning, and the shirt has no accessories. The shirt needs to be folded, and the delivery date for completion is set as urgent. A card discount has been applied to the request for the shirt to be dry cleaned, at least for the most recent reception.

[0035] Here, the information stored in the memory unit 31 is not limited to these. For example, even when the same order is placed by the same customer for the same item to be cleaned, the memory unit 31 can store not only the data corresponding to the last order, but also data relating to all orders. Furthermore, the memory unit 31 may also store, as request history information, image data of the customer's item to be cleaned before and after cleaning, the customer's customer number, etc.

[0036] Furthermore, the storage unit 31 may store reception identification information. The reception identification information is the same as the reception identification information of the storage unit 11 according to the first embodiment. The storage unit 31 may include the reception identification information in the customer identification information or in the request history information.

[0037] The control unit 32 can be realized by, for example, an integrated circuit, and is a processor that executes various functions of the self-service terminal 3 using a CPU, MPU, or the like based on various programs stored in a storage means. The control unit 32 can also control the POS terminal 4 via the communication unit 35. Furthermore, the control unit 32 can store predetermined information in the storage unit 41.

[0038] The control unit 32 can generate candidate request content information as candidates for new request content requested by the customer. The candidate request content information is information for assisting the customer in processing the reception input. The control unit 32 generates candidate request content information based on the request history information of the customer. The candidate request content information may be attribute information relating to request content that has been requested frequently from the request history information. Alternatively, the candidate request content information may be attribute information relating to all request content within a certain period from the request history information. Alternatively, the candidate request content information may include one or more attribute information selected by the customer from the request history information.

[0039] For example, if the service according to the present disclosure is dry cleaning, and the customer has frequently requested shirts, sweaters, coats, and slacks in the past, the candidate request information may be information relating to these items. Alternatively, if the customer has requested shirts, sweaters, coats, and slacks in the past year, the candidate request information may be information relating to these items. Alternatively, if the customer selects a shirt from the request history information as the current request during the customer reception input process, the candidate request information may be information relating to the shirt.

[0040] When a customer performs a confirmation input process for the request content information based on the candidate request content information, the control unit 32 can confirm the request content information. The confirmation may be a provisional confirmation. That is, the control unit 32 of the self-service terminal 3 may provisionally confirm the request content information, and then the control unit 42 of the POS terminal 4 may confirm the request content information.

[0041] Furthermore, the control unit 32 may be able to register the request content information of a customer even if appropriate request history information does not exist in the storage unit 31. For example, consider a case where a customer is a new customer and there is no identification information or request history information for that customer, or where the details of the request history information are significantly different from the current request content. Even in these cases, the control unit 32 may be able to register the request content of that customer by having the customer input the request content via the input unit 34.

[0042] Furthermore, when the memory unit 31 stores discount information held by the customer, the control unit 32 may cause the display unit 33 to display discount information corresponding to the request content candidate information. That is, the control unit 32 may cause the display unit 33 to display discount information applicable to the request content of the customer.

[0043] The display unit 33 is a display device including a liquid crystal panel or organic electroluminescence, etc., and is a means for mainly displaying necessary information to customers. The input unit 34 and the display unit 33 may be integrally configured as a touch panel display.

[0044] The display unit 33 can display candidate request content information. Here, an example of how the display unit 33 displays candidate request content information will be described with reference to the drawings. FIG. 6 is an example of a screen displayed by the display unit 33 when the service according to the present disclosure is a cleaning service. Specifically, FIG. 6 displays attribute information selected by a customer from the customer's request history information. FIG. 6 is a screen displayed by the display unit 33 when the control unit 32 acquires customer identification information, etc., via the customer information acquisition unit 36, for example.

[0045] In Figure 6, the display unit 33 displays the member number, member name, product name, a call clerk button, and a new registration button. The member number and member name are the member number and name of the customer requesting the service, respectively. The call clerk button is a button that a customer selects to call a clerk when, for example, it is difficult to input information into the self-service terminal 3. In other words, the self-service terminal 3 displaying Figure 5 is intended to be installed in a store. The new registration button is a button that a customer selects when the request they are making this time is not among the displayed candidate requests, or when they are a new customer.

[0046] In the display example of Fig. 6, the item name field displays attribute information selected by the customer. The attribute information displayed here may be attribute information related to the requested items that are frequently requested by customers, or attribute information related to all requested items over a certain period of time. That is, in Fig. 6, the dress shirts, sweaters, coats, and slacks may be items that are frequently requested by customers, or may be items that have been requested by customers over a certain period of time in the past.

[0047] In the scene of Fig. 6, the attribute information displayed by the display unit 33 is not limited to the name of the clothing item. That is, the display unit 33 may also display the color and material of the shirt based on the customer's order history information in the scene of Fig. 6. Specifically, the display unit 33 may provide a color column or a material column.

[0048] 6, the display unit 33 may display the attribute information in descending order of the number of requests. In other words, the display unit 33 may display the list of attribute information in descending order of the number of received requests. Alternatively, the display unit 33 may highlight the attribute information with the most requests, or may display the attribute information with a larger font size, etc.

[0049] Fig. 7 is an example of a screen displayed by the display unit 33 when the service according to the present disclosure is a cleaning service. Fig. 7 may be, for example, a screen displayed by the display unit 33 after the customer selects one or more pieces of attribute information in Fig. 6. Alternatively, Fig. 7 may be, for example, a screen displayed by the display unit 33 when the control unit 32 acquires customer identification information, etc. via the customer information acquisition unit 36.

[0050] In FIG. 7, the display unit 33 displays the candidate request information, such as the name of the clothing item, the color of the clothing, the material of the clothing, how to wash the clothing, the accessories of the clothing, the packaging of the clothing, the expected completion date, and discount information. In addition, the display unit 33 displays a store clerk call button and a reception registration button. In FIG. 7, the display unit 33 does not need to display all of the attribute information for the candidate request information. That is, the display unit 33 may display only part of the attribute information, for example, the name of the clothing item, the color, and the material. Also, in FIG. 7, the display unit 33 may display multiple candidate request information for one attribute information. For example, the display unit 33 may display candidates for each attribute information in a pull-down menu.

[0051] In Fig. 7, the store clerk call button is a button that a customer selects when calling a store clerk, as described above. Also, the reception registration button is a button that a customer selects when finalizing the input process of the request content information. In other words, the reception registration button is the button that a customer selects when finalizing the request content, as displayed on the display unit 33 in Fig. 7.

[0052] The self-service terminal 3 can be equipped with a payment function via the payment unit 38. Here, we will explain the content displayed on the display unit 33 at the time of payment. FIG. 8 is an example of a payment screen displayed on the display unit 33. As shown in FIG. 8, the display unit 33 can display the amount, consumption tax, and total amount related to the customer's current request. In addition, the display unit 33 can display selectable payment method buttons for, for example, electronic money, credit card, QR code payment, and cash. Furthermore, the display unit 33 can display a store clerk call button on the payment screen shown in FIG. 8.

[0053] Continuing with the description of each component of the self-service terminal 3, the input unit 34 is an input device that allows a customer to input the details of a request. The input unit 34 may be configured with, for example, a keyboard, a mouse, a touch panel, or a voice input device.

[0054] The input unit 34 can input attribute information requested by a customer. For example, in Fig. 7, when the display unit 33 displays candidate request content information, the input unit 34 can select attribute information different from the current request content and input information to correct the content. Alternatively, in Fig. 7, when multiple candidates for one attribute information are displayed, the input unit 34 can select a candidate that matches the current request content.

[0055] The input unit 34 can also select a store clerk call button, a new registration button, and a receptionist registration button displayed in Figures 6 and 7. When the input unit 34 selects a button, the control unit 32 executes the function associated with that button.

[0056] The communication unit 35 is an interface that executes two-way communication with the POS terminal 4. The communication unit 35 particularly communicates with the communication unit 45 of the POS terminal 4. Specifically, the communication unit 35 can transmit the request details input by the customer via the input unit 34 to the POS terminal 4 based on a command from the control unit 32.

[0057] Furthermore, the communication unit 35 may transmit the contents of the screen displayed on the display unit 33 to the POS terminal 4 based on a command from the control unit 32, and cause the contents to be displayed on the display unit 43 of the POS terminal 4. In other words, the self-terminal 3 and the POS terminal 4 may be able to share their screens via the communication units 35 and 45. Screen sharing is also referred to as remote display.

[0058] Furthermore, when the store clerk call button is selected in the display examples of FIGS. 6 and 7, the communication unit 35 may be able to transmit a message to that effect to the POS terminal 4 based on a command from the control unit 32.

[0059] The customer information acquisition unit 36 ​​is a device for reading customer identification information, particularly the customer's membership number, etc. The customer information acquisition unit 36 ​​may be a scanner, a card input device, or a keyboard. That is, the customer information acquisition unit 36 ​​may acquire the customer's membership number, etc. by reading a two-dimensional code such as a barcode or QR code held by the customer. Alternatively, the customer information acquisition unit 36 ​​may acquire the customer's membership number, etc. by reading information from an IC (Integrated Circuit) chip embedded in the customer's membership card. Alternatively, the customer information acquisition unit 36 ​​may acquire the customer's membership number, etc. by having the customer input the customer's membership number, etc.

[0060] The output unit 37 is an output device that outputs predetermined information to a customer who has performed a predetermined operation on the self-service terminal 3. Here, the predetermined operation may be, for example, the customer registering the receipt of a request, calling a store clerk, or deciding to make a new registration. The predetermined information may be, for example, receipt identification information such as a receipt number, or details of the request that the customer is making. Here, the receipt identification information displayed is also referred to as a receipt slip. The details of the customer's request displayed is also referred to as a receipt completion slip.

[0061] The output unit 37 may output the reception slip or reception completion slip by printing it on paper, or by displaying it electronically on a mobile terminal such as a smartphone owned by the customer. Alternatively, the output unit 37 may output the information by displaying it electronically on a terminal owned by the store related to the service. When the reception slip or reception completion slip is output by printing it on paper, the output unit 37 may be a printer such as a receipt printer.

[0062] Fig. 9 is an example of a receipt slip output by the output unit 37. In Fig. 9, the receipt slip displays the date, receipt number, and barcode. The barcode is used by the customer information acquisition unit 46 of the POS terminal 4 when reading receipt identification information such as the customer's receipt number.

[0063] FIG. 10 is an example of a receipt completion slip output by the output unit 37. In particular, FIG. 10 shows an example of a receipt completion slip when the service according to the present disclosure is a cleaning service. That is, in a cleaning service, the receipt completion slip is also referred to as a deposit slip. As shown in FIG. 10, the receipt completion slip displays the deposit date, deposit number, item name, slip number, quantity, amount, payment method, total amount, expected completion date, barcode, etc., but is not limited to these.

[0064] The payment unit 38 has a function of making a payment for the customer's request. The payment unit 38 can be equipped with a plurality of payment methods. Furthermore, the customer can select any payment method from the plurality of payment methods and make payment at the self-service terminal 3. Payment methods include, for example, cash, electronic money, credit card, and QR code payment. For example, if payment by cash is possible, the payment unit 38 may be equipped with an automatic change dispenser. Furthermore, if payment by electronic money, credit card, or QR code is possible, the payment unit 38 may be equipped with a dedicated terminal that supports the payment method.

[0065] For example, if the request content information is provisionally confirmed by the control unit 32, the settlement unit 38 may temporarily suspend the settlement made by the customer. In other words, if the request content information is confirmed by the control unit 42 of the POS terminal 4, the settlement unit 38 may complete the settlement in response to an instruction from the control unit 42.

[0066] Next, the configuration of the POS terminal 4 will be described. Fig. 11 is a block diagram showing the configuration of the POS terminal 4. The POS terminal 4 includes a storage unit 41, a control unit 42, a display unit 43, an input unit 44, a communication unit 45, a customer information acquisition unit 46, an output unit 47, and a payment unit 48. Note that, with regard to each component of the POS terminal 4, explanations that overlap with those of the self-service terminal 3 will be omitted as appropriate.

[0067] The storage unit 41 is an example of a non-volatile storage device such as a hard disk or flash memory. The storage unit 41 can store identification information of a customer requesting a service and the request history information of that customer. The storage unit 41 can also store details of each request related to the request history information in association with a customer number. Furthermore, the storage unit 41 can store the current reception status of each request.

[0068] Here, the acceptance status indicates the state of each request in the acceptance process, such as "accepted," "accepting," or "not accepted." Here, "accepted" may indicate that the request content information related to the current request has been provisionally confirmed, or may indicate that it has been confirmed. Furthermore, "accepting" may indicate a state in which the acceptance input process is being performed by the POS terminal 4, or a state in which the acceptance input process is being performed by the self-service terminal 3. Furthermore, "not accepted" may indicate a state in which the customer is a new customer, the acceptance input process is not being performed by the self-service terminal 3, and the acceptance input process needs to be performed by the POS terminal 4.

[0069] The storage unit 41 may store not only "accepted" request content information but also "accepting" or "not accepted" request content information as part of the request history information. Alternatively, the storage unit 41 may store "accepting" or "not accepted" request content information separately from the request history information.

[0070] FIG. 12 shows an example of request history information stored in the storage unit 41 when the service according to the present disclosure is a cleaning service. In FIG. 12, the storage unit 41 stores, as request history information, the reception date, reception number, reception status, customer number, clothing item name, clothing color, clothing material, clothing washing method, clothing accessories, packaging, delivery date, discount information, etc. If the customer is a new customer, the storage unit 41 may register the customer number corresponding to the customer's reception number as a "new customer" and not store other request content information. Furthermore, if the customer's input process at the self-service terminal 3 is interrupted for some reason, for example, if the request history information and its candidates are significantly different from the current customer's request, the storage unit 41 may register the item name corresponding to the customer's reception number as "unselected" and not store other request content information.

[0071] The control unit 42 can be realized, for example, by an integrated circuit, and is a processor that executes various functions of the POS terminal 4 using a CPU, MPU, or the like based on various programs stored in a storage means. The control unit 42 can also control the self-service terminal 3 via the communication unit 45. For example, the control unit 42 may store predetermined information in the storage unit 31, or may input predetermined information into the input unit 34.

[0072] When the customer performs a confirmation input process for the request content information based on the request content candidate information, the control unit 42 can confirm the request content. Here, regardless of whether the control unit 32 of the self-service terminal 3 has provisionally confirmed the request content information, the control unit 42 can confirm the request content.

[0073] Furthermore, the control unit 42 may be able to register the request content information of a customer when appropriate request history information does not exist in the storage unit 31 of the self-service terminal 3. For example, when a customer is a new customer and there is no identification information or request history information for that customer, or when there is request history information but the details thereof are significantly different from the current request content, the control unit 42 may register the request content of that customer, rather than the control unit 31.

[0074] The display unit 43 is a display device including a liquid crystal panel or organic electroluminescence, etc., and is a means for displaying necessary information to the store clerk and the customer regarding the service. The input unit 44 and the display unit 43 may be integrally configured as a touch panel display. Furthermore, the display unit 43 may be capable of displaying the contents of the screen displayed by the display unit 33 of the self-service terminal 3 via the communication unit 45.

[0075] The input unit 44 is an input device that allows a store clerk to input the details of a customer's request. The input unit 44 may be configured with, for example, a keyboard, a mouse, a touch panel, or a voice input device.

[0076] The communication unit 45 is an interface that performs two-way communication with the self-service terminal 3. The communication unit 45 communicates particularly with the communication unit 35 of the self-service terminal 3. Specifically, the communication unit 45 can receive the request details and the like input by the customer at the self-service terminal 3 based on instructions from the control unit 42. The communication unit 45 can also receive the contents of the screen displayed by the display unit 33. Furthermore, the communication unit 45 can transmit a control signal from the control unit 42 to the self-service terminal 3. In addition, in the display examples of FIGS. 7 and 8, when the store clerk call button on the self-service terminal 3 is selected, the communication unit 45 can receive a notification to that effect.

[0077] The customer information acquisition unit 46 is a device for reading customer identification information, particularly the customer's membership number, etc. The customer information acquisition unit 46 may also have a function for reading reception identification information, such as the customer's reception number. The customer information acquisition unit 46 and the customer information acquisition unit 36 ​​have the same configuration, so other explanations will be omitted.

[0078] The output unit 47 is an output device that outputs predetermined information when a store clerk performs a predetermined operation on the POS terminal 4 in relation to a service. Here, the predetermined operation is, for example, the store clerk registering the receipt of the request content. The registration may be new registration of request content information or confirmation of request content information that is in a provisionally confirmed state. The predetermined information may also be details of the request that the customer is currently making. In other words, the output unit 47 may output a receipt completion slip.

[0079] The output unit 47 may output the reception completion slip by printing it on paper, or by displaying it electronically on a mobile terminal such as a smartphone owned by the customer. Alternatively, the output unit 47 may output the information by displaying it electronically on a terminal owned by the store related to the service. When the reception completion slip is output by printing it on paper, the output unit 47 may be a printer such as a receipt printer.

[0080] The settlement unit 48 has a function of making a settlement for the contents of a customer's request. The settlement unit 48 and the settlement unit 38 have the same configuration, and therefore other explanations will be omitted.

[0081] Next, we will explain an example of the flow up to receiving and registering the request details using the service reception system 2. Fig. 13 is a flowchart showing an example of the flow when the customer's membership number, etc. is read in the customer information acquisition unit 36. Note that the following explanation will be given assuming that the service according to the present disclosure is a cleaning service.

[0082] First, the customer information acquisition unit 36 ​​reads the customer's membership code (S201). Here, the membership code is a barcode or the like for identifying the customer's membership number, etc. Then, the customer information acquisition unit 36 ​​acquires the customer's membership number, etc. (S202). Upon receiving the customer number, the control unit 32 searches the memory unit 31 for identification information of a customer having the same customer number (S203). If there is identification information of a customer that matches the customer number, the control unit 32 acquires the identification information (S204). Then, the control unit 32 searches the memory unit 31 for the customer's deposit history (request history information) (S205). If the memory unit 31 stores the customer's deposit history, the control unit 32 acquires the deposit history, and the display unit 33 displays the history (S206).

[0083] FIG. 14 is a flowchart showing an example of the flow when request content information is confirmed at the self-service terminal 3. That is, FIG. 14 shows an example of the flow when customer request history information exists in the memory unit 31 for at least part of the customer's current request and the customer performs confirmation input processing. First, the control unit 32 confirms the customer's request content information (S207a). Then, the control unit 32 acquires the customer's identification information from the memory unit 31 (S208a). Next, the control unit 32 acquires the deposit history corresponding to the customer's identification information (S209a). Then, the control unit 32 creates deposit information, which is the current request content information (S210a). Then, the control unit 32 transmits the deposit information to the POS terminal 4 via the communication unit 35, and the memory unit 41 stores the request content information as the deposit history (S211a). After confirming that the request content information has been stored in the memory unit 41, the control unit 32 prints a deposit slip (reception completion slip) via the output unit 37 (S212a). The control unit 32 also prints a receipt via the output unit 37 (S213a). Here, the printing of the deposit slip and the receipt slip may be done first, or they may be done simultaneously. After receiving the deposit slip and the receipt slip, the customer hands the receipt slip along with the item to a store clerk, takes the deposit slip home, and can leave the store.

[0084] Fig. 15 is a flowchart showing an example of the flow when the registration of the request details at the self-service terminal 3 is not confirmed. That is, Fig. 15 assumes a case where there is no customer request history information in the storage unit 31 for at least part of the customer's current request details, and the customer has not performed the confirmation input process. In other words, Fig. 15 assumes a case where the customer is a new customer, or where the input process at the self-service terminal 3 by the customer has been interrupted for some reason.

[0085] First, the control unit 32 checks whether the customer information acquisition unit 36 ​​has acquired the customer's identification information, etc. (S207b). If the customer information acquisition unit 36 ​​has acquired the customer's identification information, etc., the control unit 32 acquires the customer's identification information from the storage unit 31 (S208b). If the customer information acquisition unit 36 ​​has not acquired the customer's identification information, etc., the control unit 32 creates deposit information (S209b). The same applies when the customer information acquisition unit 36 ​​has acquired the customer's identification information, etc., and the control unit 32 acquires the customer's identification information, etc. The control unit 32 then transmits the deposit information to the POS terminal 4 via the communication unit 35, and the storage unit 41 stores the request content information as a deposit record (S210b). Here, the deposit record stored in the storage unit 41 may, for example, register the customer number of the customer as a "new customer" with the other request content information left blank, or may register the product name requested by the customer as "unselected" with the other information left blank. After that, the control unit 32, having confirmed that the data has been stored in the memory unit 41, prints out a receipt via the output unit 37 (S211b). The customer who has received the receipt waits in the store to register the customer's item at the POS terminal 4.

[0086] Next, we will explain an example of the flow when updating the acceptance status of deposit information in the POS terminal 4. Specifically, when the acceptance status of the current request content information stored in the storage unit 41 of the POS terminal 4 is "not accepted" or "accepting," the control unit 42 checks this and stores the acceptance status in the storage unit 41 as "accepted."

[0087] FIG. 16 is a flowchart showing an example of the process for checking the acceptance status of request history information at the POS terminal 4. First, the control unit 42 checks the acceptance status of each deposit information stored in the memory unit 41 (S214). Next, the control unit 42 checks whether there is any request in the deposit information that is in an "unaccepted" state (S215). If there is any deposit information in an "unaccepted" state, the memory unit 41 updates the acceptance status of that deposit information to "accepting" (S216). Thereafter, the display unit 43 displays that deposit information (S217). If there is no deposit information in an "unaccepted" state in the memory unit 41, this process ends.

[0088] Next, an example of the flow when the POS terminal 4 completes accepting the deposit information, i.e., when the control unit 42 of the POS terminal 4 confirms the request content information, will be described. FIG. 17 is a flowchart showing an example of the flow when the POS terminal 4 confirms the request content information. First, when the acceptance input process for the deposit information of "accepting" is confirmed, the control unit 42 confirms the request content information (S218). Thereafter, the memory unit 41 updates the acceptance status of the deposit information to "accepted" (S219). Thereafter, the memory unit 31 of the self-service terminal 3 stores the deposit information, thereby updating the deposit record of the customer (S220). Thereafter, the control unit 42 checks the acceptance status of each acceptance information stored in the memory unit 41 (S221). Here, the control unit 42 may execute the flow from step S215.

[0089] In this way, the service reception system 2 according to the present disclosure can improve customer satisfaction while shortening the reception registration time for services requested by customers. First, if there is no request history information corresponding to the customer's request, the self-service terminal 3 does not output a reception completion slip, but instead outputs a reception slip to the customer, thereby distinguishing between requests for which request information can be registered and those for which it cannot. Furthermore, if the request includes detailed request information, the self-service terminal 3 allows the customer to pre-select the details of the request, allowing the control unit 32 to display more accurate candidate request information. Furthermore, the display unit 33 prioritizes displaying candidates with the most frequent requests among the candidate information, allowing the customer to easily input the current request. Furthermore, if the customer has discount information, the control unit 32 can display applicable discount information, thereby preventing discounts from being overlooked.

[0090] FIG. 18 is a diagram illustrating an example of the hardware configuration of a service reception system 100 according to the present disclosure. In FIG. 18, the service reception system 100 includes a processor 101 and a memory 102. The processor 101 may be, for example, a microprocessor, an MPU, or a CPU. The processor 101 may include multiple processors. The memory 102 is configured by a combination of a volatile memory and a non-volatile memory. The memory 102 may include storage located away from the processor 101. In this case, the processor 101 may access the memory 102 via an I / O (Input / Output) interface (not shown).

[0091] In the above examples, the program can be stored and provided to a computer using various types of non-transitory computer-readable media. Non-transitory computer-readable media include various types of tangible storage media. Examples of non-transitory computer-readable media include magnetic recording media (e.g., magneto-optical disks), CD-ROMs, CD-Rs, CD-R / Ws, and semiconductor memories (e.g., mask ROMs, programmable ROMs (PROMs), erasable PROMs (EPROMs), flash ROMs, and RAMs). The program may also be provided to a computer by various types of transitory computer-readable media. Examples of transitory computer-readable media include electrical signals, optical signals, and electromagnetic waves. The transitory computer-readable media can provide the program to a computer via wired communication paths such as electric wires and optical fibers, or wireless communication paths. Computers include various information processing devices such as PCs, servers, CPUs, MPUs, FPGAs, and ASICs.

[0092] 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.

[0093] 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.

[0094] A part or all of the above-described embodiments can be described as, but not limited to, the following supplementary notes. (Appendix 1) A service reception system that receives a request for a predetermined service from a customer through a reception input process by the customer himself / herself, a storage unit that stores the customer's identification information and request history information relating to the content of the service requested by the customer in the past; a control unit that outputs request details to a POS terminal of the service provider based on the reception input process by the customer, The control unit acquires the request history information corresponding to the identification information of the customer who performs the reception input process from the storage unit; generating candidate request content information to be displayed as candidates for new requests by the customer based on the request history information and displaying the candidate request content information on a display unit in an editable manner; When the customer performs a confirmation input process for request content information based on the request content candidate information displayed on the display unit, the confirmed request content information and reception identification information corresponding to the request content information are stored in the storage unit; outputting the reception identification information and the request content information to the POS terminal; outputting a receipt including the receipt identification information to the customer; Service reception system. (Appendix 2) If the customer's request history information exists in the storage unit for at least part of the current request content, a receipt completion slip including details of the request content based on the confirmed request content information and the receipt slip are output to the customer; If the customer's request history information does not exist in the storage unit for at least part of the current request content, the reception completion slip is not output, and the reception slip is output to the customer. A service reception system as described in Appendix 1. (Appendix 3) the request content includes a plurality of different attribute information indicating details of the request content; When the customer selects detailed request content included in any attribute information from the plurality of different history information at the time of reception, the control unit selects from the storage unit the request history information including the detailed request content selected by the customer, and determines the selected request history information as the candidate request content information. A service reception system as described in Appendix 1 or 2. (Appendix 4) the request content includes a plurality of different attribute information indicating details of the request content; the control unit causes, in the request history information, candidates for request contents that have been requested frequently for predetermined attribute information to be preferentially displayed. A service reception system according to any one of appendices 1 to 3. (Appendix 5) The storage unit further stores discount information applicable to the customer, the control unit displays discount information applicable to the request content together with the request content candidate information; A service reception system according to any one of appendices 1 to 3. (Appendix 6) A service reception system according to any one of appendices 1 to 3, wherein the reception input is an input for requesting cleaning services. (Appendix 7) The service reception system according to any one of appendices 1 to 3, wherein the service reception system is a reception input terminal that is communicably connected to the POS terminal and installed in a store. (Appendix 8) A service reception method for receiving a request for a predetermined service from a customer, comprising: acquiring customer identification information from the customer at the time of reception; acquiring order history information corresponding to the customer's identification information; generating, based on the request history information, request content candidate information to be displayed as candidates for content newly requested by the customer, and displaying the generated candidate information in an editable manner; a step of storing the confirmed request content information and reception identification information corresponding to the request content information when the customer has performed a confirmation input process for the request content information based on the request content candidate information; outputting the reception identification information and the request content information to a POS terminal; outputting a receipt including the receipt identification information to the customer; A service reception method comprising: (Appendix 9) A computer program for receiving a request for a predetermined service from a customer, means for acquiring customer identification information from the customer at the time of reception; means for acquiring request history information corresponding to the customer's identification information; a means for generating candidate request information to be displayed as candidates for new requests made by the customer based on the request history information, and displaying the candidate request information in an editable manner; a means for storing the confirmed request content information and reception identification information corresponding to the request content information when the customer has performed a confirmation input process for the request content information based on the request content candidate information; means for outputting the reception identification information and the request content information to a POS terminal; means for outputting a receipt including the receipt identification information to the customer; A program that causes a computer to execute the above.

[0095] Some or all of the elements (e.g., configurations and functions) described in Supplementary Notes 2 to 7 that are dependent on Supplementary Note 1 may also be dependent on Supplementary Notes 8 and 9 in the same dependency relationship as Supplementary Notes 2 to 7. 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]

[0096] 1. Service reception system 2. Service reception system 3 Self-service terminals 4. POS terminals 11 Storage section 12 Control Unit 31 Storage section 32 Control Unit 33 Display section 34 Input section 35 Communications Department 36 Customer Information Acquisition Department 37 Output section 38 Payment Department 41 Storage section 42 Control Unit 43 Display section 44 Input section 45 Communications Department 46 Customer Information Acquisition Department 47 Output section 48 Payment Department 100 Service reception system 101 processors 102 memory

Claims

1. A service reception system that receives a request for a predetermined service from a customer through a reception input process by the customer himself / herself, a storage unit that stores the customer's identification information and request history information relating to the content of the service requested by the customer in the past; a control unit that outputs the request content to the POS terminal of the service provider based on the reception input process by the customer, The control unit acquires the request history information corresponding to the identification information of the customer who performs the reception input process from the storage unit; generating candidate request content information to be displayed as candidates for new requests by the customer based on the request history information and displaying the candidate request content information on a display unit in an editable manner; When the customer performs a confirmation input process for request content information based on the request content candidate information displayed on the display unit, the confirmed request content information and reception identification information corresponding to the request content information are stored in the storage unit; outputting the reception identification information and the request content information to the POS terminal; outputting a receipt including the receipt identification information to the customer; Service reception system.

2. If the customer's request history information exists in the storage unit for at least part of the current request content, a receipt completion slip including details of the request content based on the confirmed request content information and the receipt slip are output to the customer; If the customer's request history information does not exist in the storage unit for at least part of the current request content, the reception completion slip is not output, and the reception slip is output to the customer. The service reception system according to claim 1.

3. the request content includes a plurality of different attribute information indicating details of the request content; When the customer selects detailed request content included in any attribute information from the plurality of different history information at the time of reception, the control unit selects from the storage unit the request history information including the detailed request content selected by the customer, and determines the selected request history information as the request content candidate information. The service reception system according to claim 2.

4. the request content includes a plurality of different attribute information indicating details of the request content; the control unit causes, in the request history information, candidates for request contents that have been requested frequently for predetermined attribute information to be preferentially displayed. The service reception system according to any one of claims 1 to 3.

5. The storage unit further stores discount information applicable to the customer, the control unit displays discount information applicable to the request content together with the request content candidate information; The service reception system according to any one of claims 1 to 3.

6. 4. The service reception system according to claim 1, wherein the reception input is an input for requesting a cleaning service.

7. 4. The service reception system according to claim 1, wherein the service reception system is a reception input terminal that is communicably connected to the POS terminal and is installed in a store.

8. A service reception method for receiving a request for a predetermined service from a customer, comprising: acquiring customer identification information from the customer at the time of reception; acquiring order history information corresponding to the customer's identification information; generating, based on the request history information, request content candidate information to be displayed as candidates for content newly requested by the customer, and displaying the generated candidate information in an editable manner; a step of storing the confirmed request content information and reception identification information corresponding to the request content information when the customer has performed a confirmation input process for the request content information based on the request content candidate information; outputting the reception identification information and the request content information to a POS terminal; outputting a receipt including the receipt identification information to the customer; A service reception method comprising:

9. A computer program for receiving a request for a predetermined service from a customer, means for acquiring customer identification information from the customer at the time of reception; means for acquiring request history information corresponding to the customer's identification information; a means for generating candidate request information to be displayed as candidates for new requests made by the customer based on the request history information, and displaying the candidate request information in an editable manner; a means for storing the confirmed request content information and reception identification information corresponding to the request content information when the customer has performed a confirmation input process for the request content information based on the request content candidate information; means for outputting the reception identification information and the request content information to a POS terminal; means for outputting a receipt including the receipt identification information to the customer; A program that causes a computer to execute the above.

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