system

Abstract

Provide a system. A method for receiving a return request; A means of storing the return request details in a database; and means for generating a return label; a means for obtaining a return address; means for transmitting a return label and return address to the user; A means of confirming receipt of the returned item; and a means for inspecting the received goods; How to initiate a refund if there are no issues, and A means to update the status of the request; A system including:

Description

[Technical Field]

[0001] The technology of the present disclosure relates to a system. [Background technology]

[0002] Patent document 1 discloses a persona chatbot control method performed by at least one processor, the method including the steps of receiving a user utterance, adding the user utterance to a prompt including an instruction sentence related to a description of the chatbot character, encoding the prompt, and inputting the encoded prompt into a language model to generate a chatbot utterance in response to the user utterance. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Publication No. 2022-180282 Summary of the Invention [Problem to be solved by the invention]

[0004] The traditional return process is time-consuming for users and complicated for companies to manage. In particular, many steps, such as providing the necessary information for the return procedure, confirming receipt of the returned product, inspecting the product, and processing the refund, are often performed manually, resulting in inefficiency. Another problem is the stress and inconvenience users feel when starting the return procedure. To solve these problems, a system that efficiently supports the return process is needed. [Means for solving the problem]

[0005] The present invention solves the above problems by providing the following means. First, it provides a means for receiving return requests. This means allows users to easily submit return requests using a terminal. Next, it provides a means for saving details of return requests in a database, allowing for centralized management of request information. Furthermore, it provides a means for generating a return label and a means for obtaining a return address, quickly providing users with the information necessary for return shipping. It also provides a means for confirming receipt of the returned product and a means for subsequent inspection, automatically initiating the refund procedure if the product is found to be problem-free. It also provides a means for updating the request status, allowing users and companies to check the progress of the return process in real time. Integrating these means streamlines the entire return process, improving user convenience and reducing the management burden on companies.

[0006] A "return request" is an act of sending information about the product that the user wishes to return and the reason for the return to the server.

[0007] "User" refers to the individual or corporation who purchased the product and is the entity that carries out the return procedure.

[0008] A "terminal" is an electronic device, such as a smartphone or personal computer, that a user uses to submit a return request.

[0009] "Server" is the central computer system that receives return requests, manages data, and processes them.

[0010] "Database" refers to an information system for storing and centrally managing detailed information on return requests.

[0011] A "return label" is a shipping label that contains the identification information a user needs to send a returned item.

[0012] "Return address" is the shipping address information when the user sends the returned product.

[0013] "Inspection" is the process of checking whether the returned product is in good condition.

[0014] The "refund procedure" is the process of refunding the purchase amount to the user if the return is approved.

[0015] "Status" is information indicating the processing status of the return request.

[0016] The "request acceptance message" is a message to notify the user that the server has accepted the return request.

[0017] The "refund completion notification" is a message to notify the user that the refund procedure has been completed. [Brief explanation of the drawings]

[0018] [Figure 1] 1 is a conceptual diagram showing an example of the configuration of a data processing system according to a first embodiment. [Figure 2] 1 is a conceptual diagram showing an example of main functions of a data processing device and a smart device according to a first embodiment. [Figure 3] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a second embodiment. [Figure 4] FIG. 10 is a conceptual diagram showing an example of main functions of a data processing device and smart glasses according to a second embodiment. [Figure 5] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a third embodiment. [Figure 6] FIG. 11 is a conceptual diagram showing an example of main functions of a data processing device and a headset-type terminal according to a third embodiment. [Figure 7] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a fourth embodiment. [Figure 8] FIG. 10 is a conceptual diagram showing an example of main functions of a data processing device and a robot according to a fourth embodiment. [Figure 9]1 shows an emotion map onto which multiple emotions are mapped. [Figure 10] 1 shows an emotion map onto which multiple emotions are mapped. [Figure 11] FIG. 3 is a sequence diagram illustrating a processing flow of the data processing system according to the first embodiment. [Figure 12] FIG. 10 is a sequence diagram showing the flow of processing in the data processing system in Application Example 1. [Figure 13] FIG. 10 is a sequence diagram showing the flow of processing in the data processing system according to the second embodiment when an emotion engine is combined. [Figure 14] FIG. 10 is a sequence diagram showing the flow of processing in the data processing system in Application Example 2 when an emotion engine is combined. DETAILED DESCRIPTION OF THE INVENTION

[0019] An example of an embodiment of a system according to the technology of the present disclosure will be described below with reference to the accompanying drawings.

[0020] First, the terms used in the following description will be explained.

[0021] In the following embodiments, a coded processor (hereinafter simply referred to as a "processor") may be a single arithmetic device or a combination of multiple arithmetic devices. Furthermore, a processor may be a single type of arithmetic device or a combination of multiple types of arithmetic devices. Examples of arithmetic devices include a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), a GPGPU (General-Purpose computing on Graphics Processing Units), and an APU (Accelerated Processing Unit).

[0022] In the following embodiments, a coded RAM (Random Access Memory) is a memory in which information is temporarily stored and is used as a working memory by a processor.

[0023] In the following embodiments, the coded storage is one or more non-volatile storage devices that store various programs, various parameters, etc. Examples of non-volatile storage devices include flash memory (SSD (Solid State Drive)), magnetic disks (e.g., hard disks), and magnetic tapes.

[0024] In the following embodiments, a communication I / F (Interface) with a symbol is an interface including a communication processor, an antenna, etc. The communication I / F controls communication between multiple computers. Examples of communication standards applied to the communication I / F include wireless communication standards including 5G (5th Generation Mobile Communication System), Wi-Fi (registered trademark), Bluetooth (registered trademark), etc.

[0025] In the following embodiments, "A and / or B" is synonymous with "at least one of A and B." In other words, "A and / or B" means that it may be only A, only B, or a combination of A and B. Furthermore, in this specification, the same concept as "A and / or B" is also applied when three or more things are expressed connected by "and / or."

[0026] [First embodiment]

[0027] FIG. 1 shows an example of the configuration of a data processing system 10 according to the first embodiment.

[0028] 1, a data processing system 10 includes a data processing device 12 and a smart device 14. An example of the data processing device 12 is a server.

[0029] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0030] The smart device 14 includes a computer 36, a reception device 38, an output device 40, a camera 42, and a communication I / F 44. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The reception device 38, the output device 40, and the camera 42 are also connected to the bus 52.

[0031] The reception device 38 includes a touch panel 38A, a microphone 38B, and the like, and receives user input. The touch panel 38A detects contact with an indicator (for example, a pen or a finger) to receive user input by the touch of the indicator. The microphone 38B detects the user's voice to receive user input by voice. The control unit 46A transmits data indicating the user input received by the touch panel 38A and the microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the data indicating the user input.

[0032] The output device 40 includes a display 40A and a speaker 40B, and presents data to the user 20 by outputting the data in a form of expression that the user 20 can perceive (for example, audio and / or text). The display 40A displays visible information such as text and images in accordance with instructions from the processor 46. The speaker 40B outputs audio in accordance with instructions from the processor 46. The camera 42 is a compact digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor.

[0033] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 control the exchange of various information between the processor 46 and the processor 28 via the network 54.

[0034] FIG. 2 shows an example of the main functions of the data processing device 12 and the smart device 14.

[0035] 2, in the data processing device 12, a specific process is performed by the processor 28. A specific processing program 56 is stored in the storage 32. The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific process is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0036] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0037] In the smart device 14, the processor 46 performs the reception output process. The storage 50 stores a reception output program 60. The reception output program 60 is used in conjunction with the specific processing program 56 by the data processing system 10. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0038] Next, a description will be given of the specific processing performed by the specific processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0039] The AI ​​return assistant system of the present invention efficiently supports the return process and allows users to easily complete the return procedure. This system can process returns quickly and accurately through a series of processes involving the server, terminal, and user.

[0040] User submits a return request

[0041] First, the user accesses the return request form using a device (smartphone or PC). The form has fields for entering necessary information such as the order number, reason for return, product information, etc. When the user enters this information and clicks the submit button, the device sends the data to the server.

[0042] The server receives the request

[0043] The server receives the return request sent by the user and saves the request details (user ID, product ID, reason for return) in the database. If the save is successful, the server sends a message to the user confirming that the request has been accepted. This message allows the user to confirm that the request has been accepted successfully.

[0044] The server initiates the return process

[0045] The server processes the request and begins the return process. First, it generates a return label and retrieves a return address with the necessary information for the user to return the item. This information is then sent from the server to the user, who can print the return label and attach it to the item. The server then updates the request status to "In Process."

[0046] The user returns the product

[0047] The user attaches the return label to the product and ships it to the specified address. At this stage, the user is required to properly package the product and select the appropriate shipping method.

[0048] The server confirms receipt of the returned item.

[0049] The server will confirm receipt of the returned product. After the product arrives, the server will inspect it to ensure it meets the return conditions. If the inspection passes, the server will begin the refund process.

[0050] Inspection and refund processing

[0051] For products that pass inspection, the server will automatically start the refund process. Once the refund is complete, the server will send a refund completion notification to the user, allowing the user to confirm that the process has been completed successfully.

[0052] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management.

[0053] The processing flow will be explained below.

[0054] Step 1:

[0055] The user accesses the return request form using a terminal, enters the required information in the form (order number, reason for return, product information, etc.), and clicks the submit button.

[0056] Step 2:

[0057] The terminal sends the input data (user ID, product ID, reason for return) to the server. If the transmission is successful, a message indicating transmission completion is displayed to the user.

[0058] Step 3:

[0059] The server receives the return request, saves the details of the request in a database, and if the save is successful, sends a message to the user confirming the request.

[0060] Step 4:

[0061] The server initiates the return process. It first generates a return label and then obtains the return address. The server then sends the generated return label and return address to the user.

[0062] Step 5:

[0063] The user receives the return label and return address sent from the server, then packs the returned item appropriately and attaches the return label to the product package.

[0064] Step 6:

[0065] The user will ship the product to the specified address. The user will return the product via a delivery company.

[0066] Step 7:

[0067] When the server receives the returned product, it confirms receipt of the returned product. Once the server confirms the arrival of the product, it begins inspecting the product.

[0068] Step 8:

[0069] The server inspects the returned item. If the inspection passes, the server automatically initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed."

[0070] Step 9:

[0071] When the server completes the refund process, it sends a refund completion notification to the user. The user receives the refund completion notification and confirms that the refund has been processed without any problems.

[0072] Step 10:

[0073] The server updates the request status to "Completed", which completes all steps of the return process.

[0074] Example 1

[0075] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0076] The traditional return process was highly manual, time-consuming, and labor-intensive, placing a significant burden on both users and businesses. Furthermore, delays in providing users with the information they needed, such as generating return labels and processing refunds, could lead to lower user satisfaction. Furthermore, the inspection of returned products and the confirmation of receipt of returned products were prone to human error, resulting in a lack of accuracy.

[0077] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[0078] In this invention, the server includes means for receiving a return request, means for saving details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for confirming receipt of the returned item, means for inspecting the received item, means for starting the refund process if there are no problems, means for updating the request status, means for sending a request acceptance message to the user, and means for sending a refund completion notification to the user. This streamlines and automates the return process, allowing users to quickly complete the return process and businesses to accurately and efficiently manage returns.

[0079] The "means for receiving return requests" refers to a piece of hardware and software for evaluating return requests from users via a network and capturing them in the server.

[0080] The "means for storing details of return requests in a database" refers to techniques and methods for storing received return request information in a database as structured data.

[0081] The "means for generating a return label" is a system for automatically creating a label required when a user returns a product and outputting the contents of the label appropriately.

[0082] "Means for acquiring a return address" refers to a method and technology for acquiring destination information for receiving the returned product and reflecting that information in the system.

[0083] "Means for sending return label and return address to user" refers to a communication and notification system for providing the generated return label and obtained return address to the user.

[0084] "Means for confirming receipt of returned products" refers to the technology and method for detecting the arrival of products returned by users and reflecting that information in the system.

[0085] "Means for inspecting received goods" means the systems and processes used to check the condition of returned goods and verify their quality and compliance with return requirements.

[0086] The "means for initiating the refund procedure if no problems are found" refers to a system and method for automatically carrying out the refund process if no problems are found after inspection is completed.

[0087] "Means for updating the status of a request" refers to the techniques and methods used to update the system with the progress of a request at each step of the return process.

[0088] The "means for sending a message to the user that the request has been accepted" is a communication means for notifying the user that the received return request has been processed correctly.

[0089] The "means for sending a refund completion notification to the user" refers to a technique and method for notifying the user that the refund process has been successfully completed.

[0090] The AI ​​return assistant system of the present invention is designed to allow users to easily complete the return procedure. This system allows the return process to be completed quickly and accurately through a series of processes by the server, terminal, and user.

[0091] First, the user submits a return request using a device (smartphone or PC). The return request contains necessary information such as the order number, reason for return, and product ID. When the user enters this information and clicks the send button, the device converts the data into JSON format and sends it to the server.

[0092] The server analyzes the received request and saves the details (user ID, product ID, reason for return, etc.) in a database. Once the server has completed this, it sends a message to the user confirming that the request has been accepted. This acceptance message allows the user to confirm that the request has been processed successfully. A commonly used database management system (e.g., MySQL (registered trademark)) is used as the database.

[0093] Next, the server accesses a system to generate a return label. The return label contains the necessary information (return address, barcode, etc.), and the server generates the information in PDF format and sends it to the user. The server also obtains the return address and provides it to the user. A service such as Google® Cloud Print can be used to generate the label. At this step, the request status is updated to "In Processing."

[0094] After receiving the return shipping label, the user prints it and attaches it to the product. After properly packaging the product, the user ships the product to the specified delivery address. For example, the user may use the post office or a courier service to ship the product.

[0095] The server receives notification from the delivery company to confirm receipt of the returned goods. It confirms that the goods have arrived at the warehouse and records this in the system. After confirming receipt of the goods, the server starts the inspection process of the returned goods. Inspection is a process to check the condition of the goods and determine whether they comply with the return conditions. This is done in conjunction with an inventory management system (e.g., SAP).

[0096] If the product passes inspection, the server will automatically start the refund procedure. A payment system such as the PayPal API can be used for the refund process. When the refund is complete, the server will send a refund completion notification to the user. This notification allows the user to confirm that the process has been completed successfully.

[0097] Examples of prompt statements

[0098] Sample prompt 1: "I would like to return item 12345. Please tell me how to proceed."

[0099] Sample prompt 2: "I can't download the return label. What should I do?"

[0100] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management.

[0101] The flow of the identification process in the first embodiment will be described with reference to FIG.

[0102] Step 1:

[0103] The user submits a return request.

[0104] Operation: The user accesses the return request form using a smartphone or PC and enters information such as the order number, reason for return, and product ID.

[0105] Input: Order number (e.g. 12345), reason for return (e.g. size does not fit), product ID (e.g. ABC123).

[0106] Action: The user checks their input and clicks the submit button.

[0107] Output: The terminal converts the input data into JSON format and sends it to the server.

[0108] Step 2:

[0109] The server receives the request.

[0110] Operation: The server receives JSON data sent from the device.

[0111] Input: Return request data in JSON format.

[0112] How it works: The server parses the data and extracts the necessary information (user ID, product ID, reason for return, etc.).

[0113] Output: Saves the request details to the database and sends a message to the user confirming the request.

[0114] Step 3:

[0115] The server initiates the return process.

[0116] Operation: The server accesses the return label generation system and generates a return label.

[0117] Input: Return request details saved in the previous step.

[0118] What it does: Generates a return label in PDF format that contains all the necessary information (return address, barcode, etc.).

[0119] Output: The server generates a PDF file to be given to the user, sends it to the user, and updates the request status to "in progress."

[0120] Step 4:

[0121] The user returns the product.

[0122] Operation: The user prints the return label they receive and attaches it to the item.

[0123] Input: Return label in PDF format received from the server.

[0124] Action: Properly package and ship items to designated delivery destination.

[0125] Output: The user completes the shipping task.

[0126] Step 5:

[0127] The server confirms receipt of the returned item.

[0128] Operation: The server receives a product arrival notification from the delivery company.

[0129] Input: Receipt confirmation data from the shipping carrier.

[0130] Operation: Records the received product data in the system.

[0131] Output: Receipt confirmation is completed and the product moves on to the next inspection process.

[0132] Step 6:

[0133] The server will inspect the item and process the refund.

[0134] Operation: The server initiates the inspection process for the returned item.

[0135] Input: Return product data that arrived.

[0136] How it works: Checks the product condition and verifies that it meets the return policy. If the inspection passes, the server automatically initiates the refund process.

[0137] Output: If inspection passes and the refund process is complete, a refund completion notification is sent to the user.

[0138] (Application example 1)

[0139] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0140] The conventional return process is cumbersome for users, and there is no way to check or notify the progress of the procedure, so users cannot grasp the status of the return procedure. In addition, for companies, managing returns requires a great deal of resources, so efficient management is required.

[0141] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[0142] In this invention, the server includes means for receiving a return request, means for saving details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for confirming receipt of the returned item, means for inspecting the received item, means for starting a refund procedure if there are no problems, means for updating the request status, and means for confirming and notifying the progress of the return procedure, which allows users to easily proceed with the return procedure and enables companies to efficiently manage returns.

[0143] The "means for receiving a return request" is an interface for transmitting information on the user's return request (order number, reason for return, product information, etc.) to the server.

[0144] The "means for storing details of return requests in a database" refers to a technique for systematically storing information on received return requests and making it available for subsequent processing.

[0145] The "means for generating a return label" is a system that automatically creates a return label required when a user returns a product.

[0146] The "means for obtaining a return address" is a function for obtaining address information of the place where the returned product should be sent from the server and providing it to the user.

[0147] The "means for sending a return label and return address to the user" refers to a technique for electronically sending the generated return label and address information to the user.

[0148] The "means for confirming receipt of returned products" is a system that confirms that the products returned by the user have arrived at the company's designated location.

[0149] "Means for inspecting received goods" refers to the technology that companies use to check whether returned goods meet compliance standards.

[0150] The "means for initiating refund procedures if there are no problems" is a system that automatically initiates the refund process for the user if the returned product passes inspection.

[0151] The "means for updating the status of the request" refers to a technique that updates the status of the user's return request in real time at each stage of the return process.

[0152] The "means for checking and notifying the progress of the return procedure" refers to an interface and system for keeping the user informed of the progress of the return process.

[0153] The AI ​​return assistant system according to the present invention efficiently supports the return process and allows users to easily complete the return procedure. Specific embodiments of the system are described below.

[0154] The system can be broadly divided into a series of processes performed by the server, terminal, and user. The server is equipped with a program that receives and processes return requests, and accepts the requests via a REST API using Flask (a Python framework). The terminal is primarily expected to be a smartphone, and users will complete the return procedure from their smartphone.

[0155] System configuration and processing overview

[0156] 1. Receiving a return request

[0157] The user accesses the return request form using their smartphone and enters the order number, reason for return, and product information. After entering the information, they click the submit button and the request is sent to the server. The server receives the return request through a REST API and stores the details in a database.

[0158] 2. Generate a return label

[0159] The server generates a return label and obtains the return address based on the return request, and sends the return label and address information to the user, who uses it to properly package and return the item.

[0160] 3. Receipt and inspection of returned items

[0161] When the returned product arrives at the company's designated location, the server has a system to confirm receipt of the product. If the received product passes inspection, the server automatically starts the refund process. If there are any problems with the inspection results, a separate process will be carried out.

[0162] 4. Progress Notification

[0163] At each stage of the process, from receiving the request, generating a return label, receiving the returned item, inspecting it, and processing the refund, the server updates the status and sends notifications to the user, allowing the user to see the progress of the process in real time.

[0164] Specific examples

[0165] For example, a user opens the AI ​​returns assistant app, selects the item they want to return, and enters the following:

[0166] Example prompt:

[0167] Return order 12345. Reason: Received the wrong item.

[0168] Product: Shirt, Size M, Color: Blue

[0169] This input data is sent to the server, which stores it in a database. A return label is then generated and sent to the user, who prints it, affixes it to the item, and returns it. Throughout this process, the server updates the progress status in real time and notifies the user.

[0170] The specific hardware used is a smartphone, and the server is expected to be a server capable of high-performance data processing. The software will use a Python framework such as Flask.

[0171] In this way, the AI ​​return assistant system of the present invention enables users and businesses to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and businesses can significantly reduce the resources required for return management.

[0172] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[0173] Step 1:

[0174] The user accesses the return request form using a device (smartphone).

[0175] Input: Order number, reason for return, product information.

[0176] What happens: You enter this information into the form and click the submit button.

[0177] Output: The form data is sent to the server.

[0178] Step 2:

[0179] The server receives the return request and stores the details in a database.

[0180] Input: Form data (order number, reason for return, product information).

[0181] How it works: The server receives data through the REST API and stores it in a database.

[0182] Output: A message that the request was accepted is sent to the user.

[0183] Step 3:

[0184] The server generates a return label and retrieves the return address.

[0185] Input: Return request details (information stored in database).

[0186] What it does: Generates a return label and retrieves the return address from a database or external API.

[0187] Output: Generated return label and address information.

[0188] Step 4:

[0189] The server sends the return label and address information to the user.

[0190] Input: Generated return label and address information.

[0191] How it works: The server sends this information to the user via email or in-app message.

[0192] Output: User receives return label and address information.

[0193] Step 5:

[0194] The user packs the product, attaches the generated return label, and returns it.

[0195] Input: Return label, address information, returned item.

[0196] How it works: The user packs the item, attaches a return label, and ships it to the specified address.

[0197] Output: The returned product is shipped to the specified address.

[0198] Step 6:

[0199] The server confirms receipt of the returned item.

[0200] Input: Receipt confirmation information from the shipping company.

[0201] Operation: The server receives a receipt confirmation of the returned item from the delivery company.

[0202] Output: The return status is updated to "Received Confirmed".

[0203] Step 7:

[0204] The server inspects the received goods.

[0205] Input: The returned item.

[0206] Operation: The company inspects the returned products and sends the results to the server.

[0207] Output: The inspection results are saved on the server.

[0208] Step 8:

[0209] The server will start the refund procedure based on the inspection results.

[0210] Input: Inspection results.

[0211] How it works: If there are no problems, the server will automatically start the refund process.

[0212] Output: The refund process is completed and the status is updated.

[0213] Step 9:

[0214] The server notifies the user of the progress of the return.

[0215] Input: Progress at each step.

[0216] How it works: The server sends notifications to the user at each step, including request acceptance, return label generation, return receipt, inspection results, and refund completion.

[0217] Output: The user can see the progress of the return in real time.

[0218] In this way, the server, terminal, and user work together at each step, making it possible to efficiently manage the entire return process.

[0219] Furthermore, an emotion engine that estimates the user's emotion may be combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59 and perform identification processing using the user's emotion.

[0220] The AI ​​return assistant system of the present invention efficiently supports the return process and allows users to easily complete the return procedure. Furthermore, by combining an emotion engine that recognizes the user's emotions, the present invention can provide a higher quality user experience by responding according to the user's emotional state. Specific embodiments of the present invention are described below.

[0221] User submits a return request

[0222] First, the user accesses the return request form using a device (smartphone or PC). The form has fields for entering necessary information such as the order number, reason for return, and product information. When the user enters this information and clicks the submit button, the device sends the data to the server. At this time, the device analyzes the user's facial expressions and tone of voice and sends the data to the emotion engine.

[0223] The server receives the request

[0224] The server receives a return request sent by the user. The server saves the details of the received request (user ID, product ID, reason for return) in a database. If the save is successful, the server sends a message to the user confirming the request. This message contains a customized message based on the user's emotional state analyzed by the emotion engine.

[0225] The server initiates the return process

[0226] The server processes the request and begins the return process. First, it generates a return label and retrieves a return address with the necessary information for the user to return the item. This information is then sent from the server to the user, who can print the return label and attach it to the item. The server then updates the request status to "In Process."

[0227] The user returns the product

[0228] The user attaches the return label to the product and ships it to the specified address. At this stage, the user is required to properly package the product and select the appropriate shipping method.

[0229] The server confirms receipt of the returned item.

[0230] The server confirms receipt of the returned product. After the product arrives, the server inspects it to ensure it meets the return conditions. If the inspection passes, the server initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed."

[0231] Inspection and refund processing

[0232] For products that pass inspection, the server automatically initiates the refund process. Once the refund is complete, the server sends a refund completion notification to the user. This notification also includes customized text based on the user's emotional state analyzed by the emotion engine. This allows the user to confirm that the process has been completed successfully.

[0233] Emotion Engine Functions

[0234] The emotion engine analyzes the user's facial expressions, tone of voice, and choice of words in real time to determine the user's emotional state. The results of this analysis are used by the server to flexibly adjust its response to the user. For example, if the user shows signs of dissatisfaction or anger, the server can respond quickly and send a special message. It can also prioritize refund procedures.

[0235] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management. In addition, the introduction of an emotion engine allows for more appropriate and satisfying service to be provided to users.

[0236] The processing flow will be explained below.

[0237] Step 1:

[0238] The user accesses the return request form using a terminal. The user enters the necessary information into the form (order number, reason for return, product information, etc.) and clicks the submit button. At this time, the terminal analyzes the user's facial expression and tone of voice and sends the data to the emotion engine.

[0239] Step 2:

[0240] The device sends the input data (user ID, product ID, reason for return, emotion data) to the server. If the transmission is successful, a message indicating the transmission is complete is displayed to the user.

[0241] Step 3:

[0242] The server receives the return request. The server saves the details of the received request in a database. If the save is successful, the server sends the user a message acknowledging the request based on the emotional data analyzed by the emotion engine. This message is customized to the user's emotional state.

[0243] Step 4:

[0244] The server initiates the return process. It first generates a return label and then obtains the return address. The server then sends the generated return label and return address to the user.

[0245] Step 5:

[0246] The user receives the return label and return address sent from the server, then packs the returned item appropriately and attaches the return label to the product package.

[0247] Step 6:

[0248] The user will ship the product to the specified address. The user will return the product via a delivery company.

[0249] Step 7:

[0250] When the server receives the returned product, it confirms receipt of the returned product. Once the server confirms the arrival of the product, it begins inspecting the product.

[0251] Step 8:

[0252] The server inspects the returned product. If the inspection passes, the server automatically initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed" and notifies the user.

[0253] Step 9:

[0254] Once the server has completed the refund process, it will send a refund completion notification to the user, which will include a customized message based on the user's emotional state as analyzed by the emotion engine, allowing the user to confirm that the refund was successful.

[0255] Step 10:

[0256] The server updates the request status to "Completed", which completes all steps of the return process.

[0257] Example 2

[0258] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0259] Conventional return management systems have a complicated return process, requiring a lot of effort from users and placing a heavy burden on companies. Furthermore, they do not adequately respond to user emotions, making it difficult to improve satisfaction. This can lead to a poor user experience and a high likelihood of causing a decline in customer satisfaction.

[0260] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[0261] In this invention, the server includes means for receiving a return request, means for storing details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for analyzing the user's emotions, means for generating a customized message based on the analysis results, means for confirming receipt of the returned product, means for inspecting the received product, means for initiating a refund procedure if there are no problems, and means for updating the request status. This allows users to easily complete the return procedure and enables companies to efficiently manage returns. Furthermore, it is possible to respond based on the user's emotions, which is expected to improve customer satisfaction.

[0262] A "return request" is information that a user sends to the server in order to return a purchased item.

[0263] A "database" is a system that efficiently manages accumulated information and allows for searching and updating.

[0264] A "return label" is a label to be attached to a returned product, and contains necessary information such as the return address.

[0265] "Return address" is address information to which the user should send the returned product.

[0266] "User" means a person who uses the system to make a return request.

[0267] "Means for analyzing emotions" refers to technology or devices that determine a user's emotional state based on data such as facial expressions and tone of voice.

[0268] A "customized message" is a message created with content appropriate to the user's emotional state based on the results of emotion analysis.

[0269] "Returned product" refers to a product that a user returns based on a return request.

[0270] "Inspection" is the process in which the server checks the condition of the returned product and verifies whether it meets the return conditions.

[0271] The "refund procedure" is a process for refunding the purchase price of a product that has passed inspection to the user.

[0272] "Request status" is information that indicates the progress of the return request.

[0273] MODE FOR CARRYING OUT THE INVENTION

[0274] The AI ​​return assistant system of the present invention enables users to efficiently complete the return process and provides a high-quality user experience by providing personalized support based on the user's emotional state. Specific embodiments of the present invention are described below.

[0275] User submits a return request

[0276] The user accesses the return request form using a device such as a smartphone or PC. This form has fields for the order number, reason for return, product information, etc., and the user enters these required details. When the user clicks the submit button, the device sends the data in JSON format to the server. The device also uses a camera and microphone to collect the user's facial expressions and tone of voice, and sends this data to an emotion analysis engine. Sentiment analysis is performed using Azure (registered trademark) Cognitive Services, AWS (registered trademark) Rekognition, etc.

[0277] The server receives the request

[0278] The server receives a return request sent by the user. This request includes details such as the order number and reason for return, and stores it in a database (e.g., MySQL, PostgreSQL). It also stores the user's sentiment analysis results obtained from a sentiment analysis engine. If the request is successfully saved, the server sends the user a message confirming the request. This message contains customized wording based on the user's emotional state.

[0279] The server initiates the return process

[0280] The server processes the return request and begins the return process. Specifically, the server generates a return label and obtains the return address. This return label is generated using an API such as Adobe PDF Tools. The generated return label and address information are sent to the user, who can print the return label and attach it to the product. The server then updates the request status to "Processing."

[0281] The user returns the product

[0282] The user prints out the return label they receive, attaches it to the product appropriately, and then ships the product to the specified address, often using a delivery company such as FedEx or DHL.

[0283] The server confirms receipt of the returned item.

[0284] The server uses the delivery company's API to track the return status of the product. When the product arrives at the specified address, the server confirms its arrival. After arrival, the server inspects the returned product. It verifies that the product meets the return conditions, and if it passes inspection, it initiates the refund process.

[0285] Inspection and refund processing

[0286] For products that pass inspection, the server automatically refunds the purchase price using a payment service (e.g., Stripe or PayPal). Once the refund is complete, the server sends a refund completion notification to the user. This notification also includes customized text based on the results of sentiment analysis.

[0287] Emotion Engine Functions

[0288] The emotion engine analyzes the user's facial expressions, tone of voice, and language in real time to determine their emotional state. This information is used by the server to tailor its response to the user. For example, if the user is dissatisfied or angry, the server can send a quick response and a special message, and prioritize the refund process.

[0289] Examples of concrete examples and prompts

[0290] Here, as a specific example, the flow when the user inputs "The returned product was broken. The reason for return is 'defective'" is shown.

[0291] Prompt Sentence Examples

[0292] plain

[0293] A user entered "The product I want to return is broken. The reason for returning it is 'defective'" into the return request form. The emotion determined from the user's voice is "dissatisfied." Please generate a response that matches the user's emotional state.

[0294] By inputting this prompt into a generative AI model, a response message appropriate to the user's emotional state can be generated, providing an appropriate response to the user. In this way, the AI ​​return assistant system of the present invention enables users and businesses to efficiently and quickly manage the return process. Users can proceed with the return process hassle-free, and businesses can reduce their resource requirements and provide highly satisfying services.

[0295] The flow of the identification process in the second embodiment will be described with reference to FIG.

[0296] System program processing flow

[0297] Step 1: User submits return request

[0298] The user accesses the return request form from a smartphone or PC. The form has input fields for the order number, reason for return, product information, etc. The user enters this information and clicks the submit button.

[0299] Input: Order number, reason for return, product information

[0300] Data processing / data calculation: The device detects when the send button is clicked and converts the data into JSON format. At the same time, it uses the camera and microphone to collect the user's facial expressions and tone of voice.

[0301] Output: JSON format data and audio / video data

[0302] Step 2: The device sends the data to the server

[0303] The terminal transmits the collected data to the server in real time.

[0304] Input: JSON format data, audio and video data

[0305] Data processing / data calculation: The device transmits data using a network protocol (e.g., HTTPS).

[0306] Output: Data received by the server

[0307] Step 3: The server receives the request

[0308] The server receives a return request sent by the user.

[0309] Input: JSON format data, audio and video data

[0310] Data processing / data calculation: The server parses the JSON data and extracts the order number, reason for return, and product information. At the same time, it uses a sentiment analysis engine (e.g., Azure Cognitive Services) to analyze the audio and video data and determine the user's emotional state.

[0311] Output: Order number, reason for return, product information, and user's emotional state stored in the database

[0312] Step 4: The server saves the request to the database

[0313] The server stores the analyzed data in a database.

[0314] Input: Order number, reason for return, product information, user's emotional state

[0315] Data processing / data calculation: The server stores data using a database system such as MySQL or PostgreSQL.

[0316] Output: Information stored in a database

[0317] Step 5: The server sends a request accepted message

[0318] The server sends the user a message confirming the request, which includes customized wording based on the sentiment analysis results.

[0319] Input: User's emotional state

[0320] Data processing / data calculation: The server generates prompts and uses generative AI models to create customized messages (e.g., "We apologize for the inconvenience. Your return has been initiated.").

[0321] Output: Customized acceptance message

[0322] Step 6: The server generates a return label

[0323] The server generates a return label and obtains the necessary return address information.

[0324] Input: Order number, reason for return, product information

[0325] Data processing / data calculation: The server calls a return label generation API (e.g., Adobe PDF Tools API) to create a return label.

[0326] Output: Generated return label, return address

[0327] Step 7: The server sends the user a return label

[0328] The server will generate a return label and send it to the user with a return address.

[0329] Input: Return label, return address

[0330] Data processing / data calculation: The server sends the data to the user via email or mobile app.

[0331] Output: The return label and address the user received

[0332] Step 8: User returns the item

[0333] The user prints the return label, attaches it to the product, and ships the product to the specified address via a delivery company.

[0334] Input: Return label, product

[0335] Data processing / data calculation: The user prints labels, packs and ships the products.

[0336] Output: Returned product

[0337] Step 9: The server confirms receipt of the returned item

[0338] The server uses the shipping company's API to track the return status of the product and confirm receipt.

[0339] Input: Returned item

[0340] Data processing / data calculation: The server calls the delivery company's tracking API and obtains the product status.

[0341] Output: Product receipt confirmation information

[0342] Step 10: The server inspects the product.

[0343] The server inspects the returned products to ensure they meet the requirements.

[0344] Input: Returned item

[0345] Data processing / data calculation: The server inspects the condition of the product and checks whether it complies with the return conditions.

[0346] Output: Inspection results

[0347] Step 11: The server initiates the refund process

[0348] For products that pass inspection, the server will begin the refund process through the payment service.

[0349] Input: Inspection results

[0350] Data processing / data calculation: The server calls a payment API such as Stripe or PayPal and processes the refund.

[0351] Output: Refund process

[0352] Step 12: The server sends a refund completion notification

[0353] Once the refund is complete, the server sends a refund completion notification to the user.

[0354] Input: Refund procedure completion notification

[0355] Data processing / data calculation: The server generates prompts and uses generative AI models to create customized messages.

[0356] Output: Refund completion notification

[0357] (Application example 2)

[0358] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0359] Conventional return systems have not been able to fully alleviate the frustration and stress users feel when going through the return process. Furthermore, they provide a uniform response without considering the user's emotional state, resulting in a poor user experience. Especially in the case of online shopping sites, where face-to-face interaction is not possible, users often express strong dissatisfaction. This has forced companies to allocate significant resources to handling complaints and managing returns.

[0360] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 2 is realized by the following means.

[0361] In this invention, the server includes means for receiving a return request, means for storing details of the return request in a database, means for generating a return label, means for acquiring a return address, means for capturing a user's facial expressions and tone of voice to analyze the user's emotional state, means for generating analysis results using an emotion engine, means for sending the return label and return address to the user, means for sending a customized message to the user based on the user's emotional state, means for confirming receipt of the returned item, means for inspecting the received item, means for initiating a refund procedure if there are no problems, and means for updating the request status. This allows for flexible responses tailored to the user's emotional state throughout the return process, improving the user experience. Furthermore, it also allows companies to handle complaints efficiently and appropriately, optimizing resources.

[0362] "Return Request" means a request submitted by a User to return a purchased item.

[0363] A "database" is a collection of data that systematically manages and stores details of return requests, user information, and the like.

[0364] A "return label" is a label that includes identification information and return address information that is attached to a returned product.

[0365] "Return address" is the address information of the company or organization to which the returned product should be sent.

[0366] An "emotion engine" is software or an algorithm that analyzes a user's facial expressions, tone of voice, and choice of words to determine their emotional state.

[0367] A "customized message" is a message whose content is adapted or changed based on the user's emotional state.

[0368] "Inspection" is the process of checking whether the returned product meets the return conditions.

[0369] The "refund procedure" is a procedure for returning the amount paid for the returned product to the user.

[0370] "Request Status" is status information that indicates the current stage of the return request.

[0371] "Means for capturing the user's facial expressions and tone of voice" refers to technology that performs facial recognition and voice analysis of the user to obtain data for determining their emotional state.

[0372] A "generative AI model" is an artificial intelligence model that analyzes a user's emotional state and generates customized messages.

[0373] The present invention is a system that allows users to easily carry out return procedures and, by combining it with an emotion engine, provides responses that match the user's emotional state. This system is designed to operate effectively, especially on online shopping sites.

[0374] System Configuration

[0375] This system operates by combining a server, a user's device (smartphone or PC), and an emotion engine. The server is responsible for the main processes such as accepting return requests, storing them in a database, generating return labels, and managing the refund procedure. The user's device is used to input information into the return form and communicate with the server.

[0376] Hardware and Software

[0377] Hardware: Smartphone or PC

[0378] Software: EmotionRecognizer library, ReturnProcess library, Python requests module

[0379] Process flow and technical details

[0380] 1. Submitting a return request

[0381] The user uses a terminal to access a return request form, which provides fields for entering purchase information and the reason for return.

[0382] Once the input is complete, the user clicks the send button to send the data to the server, with the emotion engine capturing the user's facial expressions and tone of voice.

[0383] 2. Server-side processing

[0384] The server stores the details of the received return request in a database. If the storage is successful, the server sends the user a message acknowledging the request. This message is customized according to the user's emotional state as analyzed by the emotion engine.

[0385] The server generates a return label and sends it along with the return address to the user, who then prints the label, affixes it to the item, and sends it to the specified address.

[0386] 3. Checking and inspecting the returned product

[0387] The server confirms receipt of the returned product and inspects it. It checks whether the product's condition meets the return conditions, and if it does, it starts the refund procedure. If it does not meet the conditions, it notifies the user.

[0388] 4. Use of Emotion Engine

[0389] The emotion engine uses facial recognition and voice analysis to determine the user's emotional state in real time, which is reflected in the server's response, enabling quick responses and customized messages to reduce user frustration.

[0390] Specific examples

[0391] An example of a text prompt is:

[0392] Please enter your reason for return:

[0393] "Recognizing emotions...analyzing facial expressions and tone of voice."

[0394] "Request accepted: "

[0395] In this way, the system of the present invention can improve the user experience by providing an efficient return process while taking into account the user's emotional state, while also reducing the burden on businesses and enabling more efficient operations.

[0396] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[0397] Step 1:

[0398] The user uses a terminal to access the return request form. The user enters the necessary information into the form, such as the order number, reason for return, and product information. The terminal acquires this entered data (input) and prepares it for transmission to the server (data processing).

[0399] Step 2:

[0400] The device sends the user's input data to the server. At this time, the device analyzes the user's facial expressions and tone of voice and sends related data to the emotion engine. The server receives the sent data (input).

[0401] Step 3:

[0402] The details of the return request received by the server (user ID, product ID, reason for return, etc.) are saved in the database. This database saving process (data processing) causes the formatted data to be permanently stored (output).

[0403] Step 4:

[0404] After the server confirms the successful saving, it sends a request acceptance message to the user based on the user's emotional state analyzed by the emotion engine. The emotion engine analyzes the user's emotional data (data calculation) and generates an appropriate message (output). The server then sends that message to the user's device.

[0405] Step 5:

[0406] The server processes the return request and generates a return label and return address (data processing). The server sends the generated return label and address information (input) to the user (output). The user receives this, prints the label, and attaches it to the product.

[0407] Step 6:

[0408] The user ships the product to the address specified. The server receives and stores the shipping confirmation information (input).

[0409] Step 7:

[0410] The server confirms receipt of the returned product. It inspects the condition of the received product and checks whether it meets the return conditions. It stores the inspection data (input) and obtains the inspection results (output).

[0411] Step 8:

[0412] The server starts the refund procedure based on the inspection results. If the inspection passes, the server performs the refund process (data calculation) and sends a refund completion notification to the user (output). This notification also uses a message customized by the emotion engine.

[0413] Step 9:

[0414] The server updates the status of the request. The progress at each stage of the return process (input) is stored in a database, and the user can view the updated status (output) in real time on their device.

[0415] The above are the specific processing steps of the system that realizes the application example.

[0416] The specific processing unit 290 transmits the result of the specific processing to the smart device 14. In the smart device 14, the control unit 46A causes the output device 40 to output the result of the specific processing. The microphone 38B acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[0417] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (registered trademark) (Internet search engine).<URL: https: / / openai.com / blog / chatgpt> ), Gemini (registered trademark) (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[0418] In the above embodiment, an example in which the specific process is performed by the data processing device 12 has been given, but the technology of the present disclosure is not limited to this, and the specific process may be performed by the smart device 14.

[0419] [Second embodiment]

[0420] FIG. 3 shows an example of the configuration of a data processing system 210 according to the second embodiment.

[0421] 3, the data processing system 210 includes the data processing device 12 and smart glasses 214. An example of the data processing device 12 is a server.

[0422] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0423] The smart glasses 214 include a computer 36, a microphone 238, a speaker 240, a camera 42, and a communication I / F 44. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, and the camera 42 are also connected to the bus 52.

[0424] The microphone 238 receives instructions and the like from the user 20 by receiving voice uttered by the user 20. The microphone 238 captures the voice uttered by the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio in accordance with instructions from the processor 46.

[0425] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the surroundings of user 20 (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[0426] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[0427] Fig. 4 shows an example of the main functions of the data processing device 12 and the smart glasses 214. As shown in Fig. 4, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[0428] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0429] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0430] In the smart glasses 214, the reception output process is performed by the processor 46. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0431] Next, a description will be given of the identification process performed by the identification processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as the "server" and the smart glasses 214 will be referred to as the "terminal."

[0432] The AI ​​return assistant system of the present invention efficiently supports the return process and allows users to easily complete the return procedure. This system can process returns quickly and accurately through a series of processes involving the server, terminal, and user.

[0433] User submits a return request

[0434] First, the user accesses the return request form using a device (smartphone or PC). The form has fields for entering necessary information such as the order number, reason for return, product information, etc. When the user enters this information and clicks the submit button, the device sends the data to the server.

[0435] The server receives the request

[0436] The server receives the return request sent by the user and saves the request details (user ID, product ID, reason for return) in the database. If the save is successful, the server sends a message to the user confirming that the request has been accepted. This message allows the user to confirm that the request has been accepted successfully.

[0437] The server initiates the return process

[0438] The server processes the request and begins the return process. First, it generates a return label and retrieves a return address with the necessary information for the user to return the item. This information is then sent from the server to the user, who can print the return label and attach it to the item. The server then updates the request status to "In Process."

[0439] The user returns the product

[0440] The user attaches the return label to the product and ships it to the specified address. At this stage, the user is required to properly package the product and select the appropriate shipping method.

[0441] The server confirms receipt of the returned item.

[0442] The server will confirm receipt of the returned product. After the product arrives, the server will inspect it to ensure it meets the return conditions. If the inspection passes, the server will begin the refund process.

[0443] Inspection and refund processing

[0444] For products that pass inspection, the server will automatically start the refund process. Once the refund is complete, the server will send a refund completion notification to the user, allowing the user to confirm that the process has been completed successfully.

[0445] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management.

[0446] The processing flow will be explained below.

[0447] Step 1:

[0448] The user accesses the return request form using a terminal, enters the required information in the form (order number, reason for return, product information, etc.), and clicks the submit button.

[0449] Step 2:

[0450] The terminal sends the input data (user ID, product ID, reason for return) to the server. If the transmission is successful, a message indicating transmission completion is displayed to the user.

[0451] Step 3:

[0452] The server receives the return request, saves the details of the request in a database, and if the save is successful, sends a message to the user confirming the request.

[0453] Step 4:

[0454] The server initiates the return process. It first generates a return label and then obtains the return address. The server then sends the generated return label and return address to the user.

[0455] Step 5:

[0456] The user receives the return label and return address sent from the server, then packs the returned item appropriately and attaches the return label to the product package.

[0457] Step 6:

[0458] The user will ship the product to the specified address. The user will return the product via a delivery company.

[0459] Step 7:

[0460] When the server receives the returned product, it confirms receipt of the returned product. Once the server confirms the arrival of the product, it begins inspecting the product.

[0461] Step 8:

[0462] The server inspects the returned item. If the inspection passes, the server automatically initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed."

[0463] Step 9:

[0464] When the server completes the refund process, it sends a refund completion notification to the user. The user receives the refund completion notification and confirms that the refund has been processed without any problems.

[0465] Step 10:

[0466] The server updates the request status to "Completed", which completes all steps of the return process.

[0467] Example 1

[0468] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[0469] The traditional return process was highly manual, time-consuming, and labor-intensive, placing a significant burden on both users and businesses. Furthermore, delays in providing users with the information they needed, such as generating return labels and processing refunds, could lead to lower user satisfaction. Furthermore, the inspection of returned products and the confirmation of receipt of returned products were prone to human error, resulting in a lack of accuracy.

[0470] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[0471] In this invention, the server includes means for receiving a return request, means for saving details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for confirming receipt of the returned item, means for inspecting the received item, means for starting the refund process if there are no problems, means for updating the request status, means for sending a request acceptance message to the user, and means for sending a refund completion notification to the user. This streamlines and automates the return process, allowing users to quickly complete the return process and businesses to accurately and efficiently manage returns.

[0472] The "means for receiving return requests" refers to a piece of hardware and software for evaluating return requests from users via a network and capturing them in the server.

[0473] The "means for storing details of return requests in a database" refers to techniques and methods for storing received return request information in a database as structured data.

[0474] The "means for generating a return label" is a system for automatically creating a label required when a user returns a product and outputting the contents of the label appropriately.

[0475] "Means for acquiring a return address" refers to a method and technology for acquiring destination information for receiving the returned product and reflecting that information in the system.

[0476] "Means for sending return label and return address to user" refers to a communication and notification system for providing the generated return label and obtained return address to the user.

[0477] "Means for confirming receipt of returned products" refers to the technology and method for detecting the arrival of products returned by users and reflecting that information in the system.

[0478] "Means for inspecting received goods" means the systems and processes used to check the condition of returned goods and verify their quality and compliance with return requirements.

[0479] The "means for initiating the refund procedure if no problems are found" refers to a system and method for automatically carrying out the refund process if no problems are found after inspection is completed.

[0480] "Means for updating the status of a request" refers to the techniques and methods used to update the system with the progress of a request at each step of the return process.

[0481] The "means for sending a message to the user that the request has been accepted" is a communication means for notifying the user that the received return request has been processed correctly.

[0482] The "means for sending a refund completion notification to the user" refers to a technique and method for notifying the user that the refund process has been successfully completed.

[0483] The AI ​​return assistant system of the present invention is designed to allow users to easily complete the return procedure. This system allows the return process to be completed quickly and accurately through a series of processes by the server, terminal, and user.

[0484] First, the user submits a return request using a device (smartphone or PC). The return request contains necessary information such as the order number, reason for return, and product ID. When the user enters this information and clicks the send button, the device converts the data into JSON format and sends it to the server.

[0485] The server analyzes the received request and saves the details (user ID, product ID, reason for return, etc.) in a database. Once the server has completed this, it sends a message to the user confirming that the request has been accepted. This acceptance message allows the user to confirm that the request has been processed successfully. A commonly used database management system (e.g., MySQL) is used as the database.

[0486] Next, the server contacts a system to generate a return label. The return label contains the necessary information (return address, barcode, etc.), and the server generates the information in PDF format and sends it to the user. The server also obtains the return address and provides it to the user. A service such as Google Cloud Print can be used to generate the label. At this step, the request status is updated to "In Processing."

[0487] After receiving the return shipping label, the user prints it and attaches it to the product. After properly packaging the product, the user ships the product to the specified delivery address. For example, the user may use the post office or a courier service to ship the product.

[0488] The server receives notification from the delivery company to confirm receipt of the returned goods. It confirms that the goods have arrived at the warehouse and records this in the system. After confirming receipt of the goods, the server starts the inspection process of the returned goods. Inspection is a process to check the condition of the goods and determine whether they comply with the return conditions. This is done in conjunction with an inventory management system (e.g., SAP).

[0489] If the product passes inspection, the server will automatically start the refund procedure. A payment system such as the PayPal API can be used for the refund process. When the refund is complete, the server will send a refund completion notification to the user. This notification allows the user to confirm that the process has been completed successfully.

[0490] Examples of prompt statements

[0491] Sample prompt 1: "I would like to return item 12345. Please tell me how to proceed."

[0492] Sample prompt 2: "I can't download the return label. What should I do?"

[0493] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management.

[0494] The flow of the identification process in the first embodiment will be described with reference to FIG.

[0495] Step 1:

[0496] The user submits a return request.

[0497] Operation: The user accesses the return request form using a smartphone or PC and enters information such as the order number, reason for return, and product ID.

[0498] Input: Order number (e.g. 12345), reason for return (e.g. size does not fit), product ID (e.g. ABC123).

[0499] Action: The user checks their input and clicks the submit button.

[0500] Output: The terminal converts the input data into JSON format and sends it to the server.

[0501] Step 2:

[0502] The server receives the request.

[0503] Operation: The server receives JSON data sent from the device.

[0504] Input: Return request data in JSON format.

[0505] How it works: The server parses the data and extracts the necessary information (user ID, product ID, reason for return, etc.).

[0506] Output: Saves the request details to the database and sends a message to the user confirming the request.

[0507] Step 3:

[0508] The server initiates the return process.

[0509] Operation: The server accesses the return label generation system and generates a return label.

[0510] Input: Return request details saved in the previous step.

[0511] What it does: Generates a return label in PDF format that contains all the necessary information (return address, barcode, etc.).

[0512] Output: The server generates a PDF file to be given to the user, sends it to the user, and updates the request status to "in progress."

[0513] Step 4:

[0514] The user returns the product.

[0515] Operation: The user prints the return label they receive and attaches it to the item.

[0516] Input: Return label in PDF format received from the server.

[0517] Action: Properly package and ship items to designated delivery destination.

[0518] Output: The user completes the shipping task.

[0519] Step 5:

[0520] The server confirms receipt of the returned item.

[0521] Operation: The server receives a product arrival notification from the delivery company.

[0522] Input: Receipt confirmation data from the shipping carrier.

[0523] Operation: Records the received product data in the system.

[0524] Output: Receipt confirmation is completed and the product moves on to the next inspection process.

[0525] Step 6:

[0526] The server will inspect the item and process the refund.

[0527] Operation: The server initiates the inspection process for the returned item.

[0528] Input: Return product data that arrived.

[0529] How it works: Checks the product condition and verifies that it meets the return policy. If the inspection passes, the server automatically initiates the refund process.

[0530] Output: If inspection passes and the refund process is complete, a refund completion notification is sent to the user.

[0531] (Application example 1)

[0532] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[0533] The conventional return process is cumbersome for users, and there is no way to check or notify the progress of the procedure, so users cannot grasp the status of the return procedure. In addition, for companies, managing returns requires a great deal of resources, so efficient management is required.

[0534] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[0535] In this invention, the server includes means for receiving a return request, means for saving details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for confirming receipt of the returned item, means for inspecting the received item, means for starting a refund procedure if there are no problems, means for updating the request status, and means for confirming and notifying the progress of the return procedure, which allows users to easily proceed with the return procedure and enables companies to efficiently manage returns.

[0536] The "means for receiving a return request" is an interface for transmitting information on the user's return request (order number, reason for return, product information, etc.) to the server.

[0537] The "means for storing details of return requests in a database" refers to a technique for systematically storing information on received return requests and making it available for subsequent processing.

[0538] The "means for generating a return label" is a system that automatically creates a return label required when a user returns a product.

[0539] The "means for obtaining a return address" is a function for obtaining address information of the place where the returned product should be sent from the server and providing it to the user.

[0540] The "means for sending a return label and return address to the user" refers to a technique for electronically sending the generated return label and address information to the user.

[0541] The "means for confirming receipt of returned products" is a system that confirms that the products returned by the user have arrived at the company's designated location.

[0542] "Means for inspecting received goods" refers to the technology that companies use to check whether returned goods meet compliance standards.

[0543] The "means for initiating refund procedures if there are no problems" is a system that automatically initiates the refund process for the user if the returned product passes inspection.

[0544] The "means for updating the status of the request" refers to a technique that updates the status of the user's return request in real time at each stage of the return process.

[0545] The "means for checking and notifying the progress of the return procedure" refers to an interface and system for keeping the user informed of the progress of the return process.

[0546] The AI ​​return assistant system according to the present invention efficiently supports the return process and allows users to easily complete the return procedure. Specific embodiments of the system are described below.

[0547] The system can be broadly divided into a series of processes performed by the server, terminal, and user. The server is equipped with a program that receives and processes return requests, and accepts the requests via a REST API using Flask (a Python framework). The terminal is primarily expected to be a smartphone, and users will complete the return procedure from their smartphone.

[0548] System configuration and processing overview

[0549] 1. Receiving a return request

[0550] The user accesses the return request form using their smartphone and enters the order number, reason for return, and product information. After entering the information, they click the submit button and the request is sent to the server. The server receives the return request through a REST API and stores the details in a database.

[0551] 2. Generate a return label

[0552] The server generates a return label and obtains the return address based on the return request, and sends the return label and address information to the user, who uses it to properly package and return the item.

[0553] 3. Receipt and inspection of returned items

[0554] When the returned product arrives at the company's designated location, the server has a system to confirm receipt of the product. If the received product passes inspection, the server automatically starts the refund process. If there are any problems with the inspection results, a separate process will be carried out.

[0555] 4. Progress Notification

[0556] At each stage of the process, from receiving the request, generating a return label, receiving the returned item, inspecting it, and processing the refund, the server updates the status and sends notifications to the user, allowing the user to see the progress of the process in real time.

[0557] Specific examples

[0558] For example, a user opens the AI ​​returns assistant app, selects the item they want to return, and enters the following:

[0559] Example prompt:

[0560] Return order 12345. Reason: Received the wrong item.

[0561] Product: Shirt, Size M, Color: Blue

[0562] This input data is sent to the server, which stores it in a database. A return label is then generated and sent to the user, who prints it, affixes it to the item, and returns it. Throughout this process, the server updates the progress status in real time and notifies the user.

[0563] The specific hardware used is a smartphone, and the server is expected to be a server capable of high-performance data processing. The software will use a Python framework such as Flask.

[0564] In this way, the AI ​​return assistant system of the present invention enables users and businesses to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and businesses can significantly reduce the resources required for return management.

[0565] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[0566] Step 1:

[0567] The user accesses the return request form using a device (smartphone).

[0568] Input: Order number, reason for return, product information.

[0569] What happens: You enter this information into the form and click the submit button.

[0570] Output: The form data is sent to the server.

[0571] Step 2:

[0572] The server receives the return request and stores the details in a database.

[0573] Input: Form data (order number, reason for return, product information).

[0574] How it works: The server receives data through the REST API and stores it in a database.

[0575] Output: A message that the request was accepted is sent to the user.

[0576] Step 3:

[0577] The server generates a return label and retrieves the return address.

[0578] Input: Return request details (information stored in database).

[0579] What it does: Generates a return label and retrieves the return address from a database or external API.

[0580] Output: Generated return label and address information.

[0581] Step 4:

[0582] The server sends the return label and address information to the user.

[0583] Input: Generated return label and address information.

[0584] How it works: The server sends this information to the user via email or in-app message.

[0585] Output: User receives return label and address information.

[0586] Step 5:

[0587] The user packs the product, attaches the generated return label, and returns it.

[0588] Input: Return label, address information, returned item.

[0589] How it works: The user packs the item, attaches a return label, and ships it to the specified address.

[0590] Output: The returned product is shipped to the specified address.

[0591] Step 6:

[0592] The server confirms receipt of the returned item.

[0593] Input: Receipt confirmation information from the shipping company.

[0594] Operation: The server receives a receipt confirmation of the returned item from the delivery company.

[0595] Output: The return status is updated to "Received Confirmed".

[0596] Step 7:

[0597] The server inspects the received goods.

[0598] Input: The returned item.

[0599] Operation: The company inspects the returned products and sends the results to the server.

[0600] Output: The inspection results are saved on the server.

[0601] Step 8:

[0602] The server will start the refund procedure based on the inspection results.

[0603] Input: Inspection results.

[0604] How it works: If there are no problems, the server will automatically start the refund process.

[0605] Output: The refund process is completed and the status is updated.

[0606] Step 9:

[0607] The server notifies the user of the progress of the return.

[0608] Input: Progress at each step.

[0609] How it works: The server sends notifications to the user at each step, including request acceptance, return label generation, return receipt, inspection results, and refund completion.

[0610] Output: The user can see the progress of the return in real time.

[0611] In this way, the server, terminal, and user work together at each step, making it possible to efficiently manage the entire return process.

[0612] Furthermore, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[0613] The AI ​​return assistant system of the present invention efficiently supports the return process and allows users to easily complete the return procedure. Furthermore, by combining an emotion engine that recognizes the user's emotions, the present invention can provide a higher quality user experience by responding according to the user's emotional state. Specific embodiments of the present invention are described below.

[0614] User submits a return request

[0615] First, the user accesses the return request form using a device (smartphone or PC). The form has fields for entering necessary information such as the order number, reason for return, and product information. When the user enters this information and clicks the submit button, the device sends the data to the server. At this time, the device analyzes the user's facial expressions and tone of voice and sends the data to the emotion engine.

[0616] The server receives the request

[0617] The server receives a return request sent by the user. The server saves the details of the received request (user ID, product ID, reason for return) in a database. If the save is successful, the server sends a message to the user confirming the request. This message contains a customized message based on the user's emotional state analyzed by the emotion engine.

[0618] The server initiates the return process

[0619] The server processes the request and begins the return process. First, it generates a return label and retrieves a return address with the necessary information for the user to return the item. This information is then sent from the server to the user, who can print the return label and attach it to the item. The server then updates the request status to "In Process."

[0620] The user returns the product

[0621] The user attaches the return label to the product and ships it to the specified address. At this stage, the user is required to properly package the product and select the appropriate shipping method.

[0622] The server confirms receipt of the returned item.

[0623] The server confirms receipt of the returned product. After the product arrives, the server inspects it to ensure it meets the return conditions. If the inspection passes, the server initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed."

[0624] Inspection and refund processing

[0625] For products that pass inspection, the server automatically initiates the refund process. Once the refund is complete, the server sends a refund completion notification to the user. This notification also includes customized text based on the user's emotional state analyzed by the emotion engine. This allows the user to confirm that the process has been completed successfully.

[0626] Emotion Engine Functions

[0627] The emotion engine analyzes the user's facial expressions, tone of voice, and choice of words in real time to determine the user's emotional state. The results of this analysis are used by the server to flexibly adjust its response to the user. For example, if the user shows signs of dissatisfaction or anger, the server can respond quickly and send a special message. It can also prioritize refund procedures.

[0628] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management. In addition, the introduction of an emotion engine allows for more appropriate and satisfying service to be provided to users.

[0629] The processing flow will be explained below.

[0630] Step 1:

[0631] The user accesses the return request form using a terminal. The user enters the necessary information into the form (order number, reason for return, product information, etc.) and clicks the submit button. At this time, the terminal analyzes the user's facial expression and tone of voice and sends the data to the emotion engine.

[0632] Step 2:

[0633] The device sends the input data (user ID, product ID, reason for return, emotion data) to the server. If the transmission is successful, a message indicating the transmission is complete is displayed to the user.

[0634] Step 3:

[0635] The server receives the return request. The server saves the details of the received request in a database. If the save is successful, the server sends the user a message acknowledging the request based on the emotional data analyzed by the emotion engine. This message is customized to the user's emotional state.

[0636] Step 4:

[0637] The server initiates the return process. It first generates a return label and then obtains the return address. The server then sends the generated return label and return address to the user.

[0638] Step 5:

[0639] The user receives the return label and return address sent from the server, then packs the returned item appropriately and attaches the return label to the product package.

[0640] Step 6:

[0641] The user will ship the product to the specified address. The user will return the product via a delivery company.

[0642] Step 7:

[0643] When the server receives the returned product, it confirms receipt of the returned product. Once the server confirms the arrival of the product, it begins inspecting the product.

[0644] Step 8:

[0645] The server inspects the returned product. If the inspection passes, the server automatically initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed" and notifies the user.

[0646] Step 9:

[0647] Once the server has completed the refund process, it will send a refund completion notification to the user, which will include a customized message based on the user's emotional state as analyzed by the emotion engine, allowing the user to confirm that the refund was successful.

[0648] Step 10:

[0649] The server updates the request status to "Completed", which completes all steps of the return process.

[0650] Example 2

[0651] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[0652] Conventional return management systems have a complicated return process, requiring a lot of effort from users and placing a heavy burden on companies. Furthermore, they do not adequately respond to user emotions, making it difficult to improve satisfaction. This can lead to a poor user experience and a high likelihood of causing a decline in customer satisfaction.

[0653] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[0654] In this invention, the server includes means for receiving a return request, means for storing details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for analyzing the user's emotions, means for generating a customized message based on the analysis results, means for confirming receipt of the returned product, means for inspecting the received product, means for initiating a refund procedure if there are no problems, and means for updating the request status. This allows users to easily complete the return procedure and enables companies to efficiently manage returns. Furthermore, it is possible to respond based on the user's emotions, which is expected to improve customer satisfaction.

[0655] A "return request" is information that a user sends to the server in order to return a purchased item.

[0656] A "database" is a system that efficiently manages accumulated information and allows for searching and updating.

[0657] A "return label" is a label to be attached to a returned product, and contains necessary information such as the return address.

[0658] "Return address" is address information to which the user should send the returned product.

[0659] "User" means a person who uses the system to make a return request.

[0660] "Means for analyzing emotions" refers to technology or devices that determine a user's emotional state based on data such as facial expressions and tone of voice.

[0661] A "customized message" is a message created with content appropriate to the user's emotional state based on the results of emotion analysis.

[0662] "Returned product" refers to a product that a user returns based on a return request.

[0663] "Inspection" is the process in which the server checks the condition of the returned product and verifies whether it meets the return conditions.

[0664] The "refund procedure" is a process for refunding the purchase price of a product that has passed inspection to the user.

[0665] "Request status" is information that indicates the progress of the return request.

[0666] MODE FOR CARRYING OUT THE INVENTION

[0667] The AI ​​return assistant system of the present invention enables users to efficiently complete the return process and provides a high-quality user experience by providing personalized support based on the user's emotional state. Specific embodiments of the present invention are described below.

[0668] User submits a return request

[0669] Users access a return request form using a device such as a smartphone or PC. This form has fields for the order number, reason for return, product information, etc., and the user enters these required details. When the user clicks the submit button, the device sends the data in JSON format to the server. The device also uses a camera and microphone to collect the user's facial expressions and tone of voice, and sends this data to an emotion analysis engine. Sentiment analysis is performed using Azure Cognitive Services, AWS Rekognition, etc.

[0670] The server receives the request

[0671] The server receives a return request sent by the user. This request includes details such as the order number and reason for return, and stores it in a database (e.g., MySQL, PostgreSQL). It also stores the user's sentiment analysis results obtained from a sentiment analysis engine. If the request is successfully saved, the server sends the user a message confirming the request. This message contains customized wording based on the user's emotional state.

[0672] The server initiates the return process

[0673] The server processes the return request and begins the return process. Specifically, the server generates a return label and obtains the return address. This return label is generated using an API such as Adobe PDF Tools. The generated return label and address information are sent to the user, who can print the return label and attach it to the product. The server then updates the request status to "Processing."

[0674] The user returns the product

[0675] The user prints out the return label they receive, attaches it to the product appropriately, and then ships the product to the specified address, often using a delivery company such as FedEx or DHL.

[0676] The server confirms receipt of the returned item.

[0677] The server uses the delivery company's API to track the return status of the product. When the product arrives at the specified address, the server confirms its arrival. After arrival, the server inspects the returned product. It verifies that the product meets the return conditions, and if it passes inspection, it initiates the refund process.

[0678] Inspection and refund processing

[0679] For products that pass inspection, the server automatically refunds the purchase price using a payment service (e.g., Stripe or PayPal). Once the refund is complete, the server sends a refund completion notification to the user. This notification also includes customized text based on the results of sentiment analysis.

[0680] Emotion Engine Functions

[0681] The emotion engine analyzes the user's facial expressions, tone of voice, and language in real time to determine their emotional state. This information is used by the server to tailor its response to the user. For example, if the user is dissatisfied or angry, the server can send a quick response and a special message, and prioritize the refund process.

[0682] Examples of concrete examples and prompts

[0683] Here, as a specific example, the flow when the user inputs "The returned product was broken. The reason for return is 'defective'" is shown.

[0684] Prompt Sentence Examples

[0685] plain

[0686] A user entered "The product I want to return is broken. The reason for returning it is 'defective'" into the return request form. The emotion determined from the user's voice is "dissatisfied." Please generate a response that matches the user's emotional state.

[0687] By inputting this prompt into a generative AI model, a response message appropriate to the user's emotional state can be generated, providing an appropriate response to the user. In this way, the AI ​​return assistant system of the present invention enables users and businesses to efficiently and quickly manage the return process. Users can proceed with the return process hassle-free, and businesses can reduce their resource requirements and provide highly satisfying services.

[0688] The flow of the identification process in the second embodiment will be described with reference to FIG.

[0689] System program processing flow

[0690] Step 1: User submits return request

[0691] The user accesses the return request form from a smartphone or PC. The form has input fields for the order number, reason for return, product information, etc. The user enters this information and clicks the submit button.

[0692] Input: Order number, reason for return, product information

[0693] Data processing / data calculation: The device detects when the send button is clicked and converts the data into JSON format. At the same time, it uses the camera and microphone to collect the user's facial expressions and tone of voice.

[0694] Output: JSON format data and audio / video data

[0695] Step 2: The device sends the data to the server

[0696] The terminal transmits the collected data to the server in real time.

[0697] Input: JSON format data, audio and video data

[0698] Data processing / data calculation: The device transmits data using a network protocol (e.g., HTTPS).

[0699] Output: Data received by the server

[0700] Step 3: The server receives the request

[0701] The server receives a return request sent by the user.

[0702] Input: JSON format data, audio and video data

[0703] Data processing / data calculation: The server parses the JSON data and extracts the order number, reason for return, and product information. At the same time, it uses a sentiment analysis engine (e.g., Azure Cognitive Services) to analyze the audio and video data and determine the user's emotional state.

[0704] Output: Order number, reason for return, product information, and user's emotional state stored in the database

[0705] Step 4: The server saves the request to the database

[0706] The server stores the analyzed data in a database.

[0707] Input: Order number, reason for return, product information, user's emotional state

[0708] Data processing / data calculation: The server stores data using a database system such as MySQL or PostgreSQL.

[0709] Output: Information stored in a database

[0710] Step 5: The server sends a request accepted message

[0711] The server sends the user a message confirming the request, which includes customized wording based on the sentiment analysis results.

[0712] Input: User's emotional state

[0713] Data processing / data calculation: The server generates prompts and uses generative AI models to create customized messages (e.g., "We apologize for the inconvenience. Your return has been initiated.").

[0714] Output: Customized acceptance message

[0715] Step 6: The server generates a return label

[0716] The server generates a return label and obtains the necessary return address information.

[0717] Input: Order number, reason for return, product information

[0718] Data processing / data calculation: The server calls a return label generation API (e.g., Adobe PDF Tools API) to create a return label.

[0719] Output: Generated return label, return address

[0720] Step 7: The server sends the user a return label

[0721] The server will generate a return label and send it to the user with a return address.

[0722] Input: Return label, return address

[0723] Data processing / data calculation: The server sends the data to the user via email or mobile app.

[0724] Output: The return label and address the user received

[0725] Step 8: User returns the item

[0726] The user prints the return label, attaches it to the product, and ships the product to the specified address via a delivery company.

[0727] Input: Return label, product

[0728] Data processing / data calculation: The user prints labels, packs and ships the products.

[0729] Output: Returned product

[0730] Step 9: The server confirms receipt of the returned item

[0731] The server uses the shipping company's API to track the return status of the product and confirm receipt.

[0732] Input: Returned item

[0733] Data processing / data calculation: The server calls the delivery company's tracking API and obtains the product status.

[0734] Output: Product receipt confirmation information

[0735] Step 10: The server inspects the product.

[0736] The server inspects the returned products to ensure they meet the requirements.

[0737] Input: Returned item

[0738] Data processing / data calculation: The server inspects the condition of the product and checks whether it complies with the return conditions.

[0739] Output: Inspection results

[0740] Step 11: The server initiates the refund process

[0741] For products that pass inspection, the server will begin the refund process through the payment service.

[0742] Input: Inspection results

[0743] Data processing / data calculation: The server calls a payment API such as Stripe or PayPal and processes the refund.

[0744] Output: Refund process

[0745] Step 12: The server sends a refund completion notification

[0746] Once the refund is complete, the server sends a refund completion notification to the user.

[0747] Input: Refund procedure completion notification

[0748] Data processing / data calculation: The server generates prompts and uses generative AI models to create customized messages.

[0749] Output: Refund completion notification

[0750] (Application example 2)

[0751] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[0752] Conventional return systems have not been able to fully alleviate the frustration and stress users feel when going through the return process. Furthermore, they provide a uniform response without considering the user's emotional state, resulting in a poor user experience. Especially in the case of online shopping sites, where face-to-face interaction is not possible, users often express strong dissatisfaction. This has forced companies to allocate significant resources to handling complaints and managing returns.

[0753] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 2 is realized by the following means.

[0754] In this invention, the server includes means for receiving a return request, means for storing details of the return request in a database, means for generating a return label, means for acquiring a return address, means for capturing a user's facial expressions and tone of voice to analyze the user's emotional state, means for generating analysis results using an emotion engine, means for sending the return label and return address to the user, means for sending a customized message to the user based on the user's emotional state, means for confirming receipt of the returned item, means for inspecting the received item, means for initiating a refund procedure if there are no problems, and means for updating the request status. This allows for flexible responses tailored to the user's emotional state throughout the return process, improving the user experience. Furthermore, it also allows companies to handle complaints efficiently and appropriately, optimizing resources.

[0755] "Return Request" means a request submitted by a User to return a purchased item.

[0756] A "database" is a collection of data that systematically manages and stores details of return requests, user information, and the like.

[0757] A "return label" is a label that includes identification information and return address information that is attached to a returned product.

[0758] "Return address" is the address information of the company or organization to which the returned product should be sent.

[0759] An "emotion engine" is software or an algorithm that analyzes a user's facial expressions, tone of voice, and choice of words to determine their emotional state.

[0760] A "customized message" is a message whose content is adapted or changed based on the user's emotional state.

[0761] "Inspection" is the process of checking whether the returned product meets the return conditions.

[0762] The "refund procedure" is a procedure for returning the amount paid for the returned product to the user.

[0763] "Request Status" is status information that indicates the current stage of the return request.

[0764] "Means for capturing the user's facial expressions and tone of voice" refers to technology that performs facial recognition and voice analysis of the user to obtain data for determining their emotional state.

[0765] A "generative AI model" is an artificial intelligence model that analyzes a user's emotional state and generates customized messages.

[0766] The present invention is a system that allows users to easily carry out return procedures and, by combining it with an emotion engine, provides responses that match the user's emotional state. This system is designed to operate effectively, especially on online shopping sites.

[0767] System Configuration

[0768] This system operates by combining a server, a user's device (smartphone or PC), and an emotion engine. The server is responsible for the main processes such as accepting return requests, storing them in a database, generating return labels, and managing the refund procedure. The user's device is used to input information into the return form and communicate with the server.

[0769] Hardware and Software

[0770] Hardware: Smartphone or PC

[0771] Software: EmotionRecognizer library, ReturnProcess library, Python requests module

[0772] Process flow and technical details

[0773] 1. Submitting a return request

[0774] The user uses a terminal to access a return request form, which provides fields for entering purchase information and the reason for return.

[0775] Once the input is complete, the user clicks the send button to send the data to the server, with the emotion engine capturing the user's facial expressions and tone of voice.

[0776] 2. Server-side processing

[0777] The server stores the details of the received return request in a database. If the storage is successful, the server sends the user a message acknowledging the request. This message is customized according to the user's emotional state as analyzed by the emotion engine.

[0778] The server generates a return label and sends it along with the return address to the user, who then prints the label, affixes it to the item, and sends it to the specified address.

[0779] 3. Checking and inspecting the returned product

[0780] The server confirms receipt of the returned product and inspects it. It checks whether the product's condition meets the return conditions, and if it does, it starts the refund procedure. If it does not meet the conditions, it notifies the user.

[0781] 4. Use of Emotion Engine

[0782] The emotion engine uses facial recognition and voice analysis to determine the user's emotional state in real time, which is reflected in the server's response, enabling quick responses and customized messages to reduce user frustration.

[0783] Specific examples

[0784] An example of a text prompt is:

[0785] Please enter your reason for return:

[0786] "Recognizing emotions...analyzing facial expressions and tone of voice."

[0787] "Request accepted: "

[0788] In this way, the system of the present invention can improve the user experience by providing an efficient return process while taking into account the user's emotional state, while also reducing the burden on businesses and enabling more efficient operations.

[0789] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[0790] Step 1:

[0791] The user uses a terminal to access the return request form. The user enters the necessary information into the form, such as the order number, reason for return, and product information. The terminal acquires this entered data (input) and prepares it for transmission to the server (data processing).

[0792] Step 2:

[0793] The device sends the user's input data to the server. At this time, the device analyzes the user's facial expressions and tone of voice and sends related data to the emotion engine. The server receives the sent data (input).

[0794] Step 3:

[0795] The details of the return request received by the server (user ID, product ID, reason for return, etc.) are saved in the database. This database saving process (data processing) causes the formatted data to be permanently stored (output).

[0796] Step 4:

[0797] After the server confirms the successful saving, it sends a request acceptance message to the user based on the user's emotional state analyzed by the emotion engine. The emotion engine analyzes the user's emotional data (data calculation) and generates an appropriate message (output). The server then sends that message to the user's device.

[0798] Step 5:

[0799] The server processes the return request and generates a return label and return address (data processing). The server sends the generated return label and address information (input) to the user (output). The user receives this, prints the label, and attaches it to the product.

[0800] Step 6:

[0801] The user ships the product to the address specified. The server receives and stores the shipping confirmation information (input).

[0802] Step 7:

[0803] The server confirms receipt of the returned product. It inspects the condition of the received product and checks whether it meets the return conditions. It stores the inspection data (input) and obtains the inspection results (output).

[0804] Step 8:

[0805] The server starts the refund procedure based on the inspection results. If the inspection passes, the server performs the refund process (data calculation) and sends a refund completion notification to the user (output). This notification also uses a message customized by the emotion engine.

[0806] Step 9:

[0807] The server updates the status of the request. The progress at each stage of the return process (input) is stored in a database, and the user can view the updated status (output) in real time on their device.

[0808] The above are the specific processing steps of the system that realizes the application example.

[0809] The specific processing unit 290 transmits the result of the specific processing to the smart glasses 214. In the smart glasses 214, the control unit 46A causes the speaker 240 to output the result of the specific processing. The microphone 238 acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[0810] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[0811] In the above embodiment, an example in which the specific processing is performed by the data processing device 12 has been given, but the technology of the present disclosure is not limited to this, and the specific processing may be performed by the smart glasses 214.

[0812] [Third embodiment]

[0813] FIG. 5 shows an example of the configuration of a data processing system 310 according to the third embodiment.

[0814] 5, the data processing system 310 includes the data processing device 12 and a headset type terminal 314. An example of the data processing device 12 is a server.

[0815] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0816] The headset type terminal 314 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication I / F 44, and a display 343. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, the camera 42, and the display 343 are also connected to the bus 52.

[0817] The microphone 238 receives instructions and the like from the user 20 by receiving voice uttered by the user 20. The microphone 238 captures the voice uttered by the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio in accordance with instructions from the processor 46.

[0818] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the surroundings of user 20 (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[0819] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[0820] Fig. 6 shows an example of the main functions of the data processing device 12 and the headset type terminal 314. As shown in Fig. 6, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[0821] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0822] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0823] In the headset type terminal 314, a reception output process is performed by the processor 46. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0824] Next, a description will be given of the identification process performed by the identification processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as the "server" and the headset type terminal 314 will be referred to as the "terminal."

[0825] The AI ​​return assistant system of the present invention efficiently supports the return process and allows users to easily complete the return procedure. This system can process returns quickly and accurately through a series of processes involving the server, terminal, and user.

[0826] User submits a return request

[0827] First, the user accesses the return request form using a device (smartphone or PC). The form has fields for entering necessary information such as the order number, reason for return, product information, etc. When the user enters this information and clicks the submit button, the device sends the data to the server.

[0828] The server receives the request

[0829] The server receives the return request sent by the user and saves the request details (user ID, product ID, reason for return) in the database. If the save is successful, the server sends a message to the user confirming that the request has been accepted. This message allows the user to confirm that the request has been accepted successfully.

[0830] The server initiates the return process

[0831] The server processes the request and begins the return process. First, it generates a return label and retrieves a return address with the necessary information for the user to return the item. This information is then sent from the server to the user, who can print the return label and attach it to the item. The server then updates the request status to "In Process."

[0832] The user returns the product

[0833] The user attaches the return label to the product and ships it to the specified address. At this stage, the user is required to properly package the product and select the appropriate shipping method.

[0834] The server confirms receipt of the returned item.

[0835] The server will confirm receipt of the returned product. After the product arrives, the server will inspect it to ensure it meets the return conditions. If the inspection passes, the server will begin the refund process.

[0836] Inspection and refund processing

[0837] For products that pass inspection, the server will automatically start the refund process. Once the refund is complete, the server will send a refund completion notification to the user, allowing the user to confirm that the process has been completed successfully.

[0838] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management.

[0839] The processing flow will be explained below.

[0840] Step 1:

[0841] The user accesses the return request form using a terminal, enters the required information in the form (order number, reason for return, product information, etc.), and clicks the submit button.

[0842] Step 2:

[0843] The terminal sends the input data (user ID, product ID, reason for return) to the server. If the transmission is successful, a message indicating transmission completion is displayed to the user.

[0844] Step 3:

[0845] The server receives the return request, saves the details of the request in a database, and if the save is successful, sends a message to the user confirming the request.

[0846] Step 4:

[0847] The server initiates the return process. It first generates a return label and then obtains the return address. The server then sends the generated return label and return address to the user.

[0848] Step 5:

[0849] The user receives the return label and return address sent from the server, then packs the returned item appropriately and attaches the return label to the product package.

[0850] Step 6:

[0851] The user will ship the product to the specified address. The user will return the product via a delivery company.

[0852] Step 7:

[0853] When the server receives the returned product, it confirms receipt of the returned product. Once the server confirms the arrival of the product, it begins inspecting the product.

[0854] Step 8:

[0855] The server inspects the returned item. If the inspection passes, the server automatically initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed."

[0856] Step 9:

[0857] When the server completes the refund process, it sends a refund completion notification to the user. The user receives the refund completion notification and confirms that the refund has been processed without any problems.

[0858] Step 10:

[0859] The server updates the request status to "Completed", which completes all steps of the return process.

[0860] Example 1

[0861] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[0862] The traditional return process was highly manual, time-consuming, and labor-intensive, placing a significant burden on both users and businesses. Furthermore, delays in providing users with the information they needed, such as generating return labels and processing refunds, could lead to lower user satisfaction. Furthermore, the inspection of returned products and the confirmation of receipt of returned products were prone to human error, resulting in a lack of accuracy.

[0863] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[0864] In this invention, the server includes means for receiving a return request, means for saving details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for confirming receipt of the returned item, means for inspecting the received item, means for starting the refund process if there are no problems, means for updating the request status, means for sending a request acceptance message to the user, and means for sending a refund completion notification to the user. This streamlines and automates the return process, allowing users to quickly complete the return process and businesses to accurately and efficiently manage returns.

[0865] The "means for receiving return requests" refers to a piece of hardware and software for evaluating return requests from users via a network and capturing them in the server.

[0866] The "means for storing details of return requests in a database" refers to techniques and methods for storing received return request information in a database as structured data.

[0867] The "means for generating a return label" is a system for automatically creating a label required when a user returns a product and outputting the contents of the label appropriately.

[0868] "Means for acquiring a return address" refers to a method and technology for acquiring destination information for receiving the returned product and reflecting that information in the system.

[0869] "Means for sending return label and return address to user" refers to a communication and notification system for providing the generated return label and obtained return address to the user.

[0870] "Means for confirming receipt of returned products" refers to the technology and method for detecting the arrival of products returned by users and reflecting that information in the system.

[0871] "Means for inspecting received goods" means the systems and processes used to check the condition of returned goods and verify their quality and compliance with return requirements.

[0872] The "means for initiating the refund procedure if no problems are found" refers to a system and method for automatically carrying out the refund process if no problems are found after inspection is completed.

[0873] "Means for updating the status of a request" refers to the techniques and methods used to update the system with the progress of a request at each step of the return process.

[0874] The "means for sending a message to the user that the request has been accepted" is a communication means for notifying the user that the received return request has been processed correctly.

[0875] The "means for sending a refund completion notification to the user" refers to a technique and method for notifying the user that the refund process has been successfully completed.

[0876] The AI ​​return assistant system of the present invention is designed to allow users to easily complete the return procedure. This system allows the return process to be completed quickly and accurately through a series of processes by the server, terminal, and user.

[0877] First, the user submits a return request using a device (smartphone or PC). The return request contains necessary information such as the order number, reason for return, and product ID. When the user enters this information and clicks the send button, the device converts the data into JSON format and sends it to the server.

[0878] The server analyzes the received request and saves the details (user ID, product ID, reason for return, etc.) in a database. Once the server has completed this, it sends a message to the user confirming that the request has been accepted. This acceptance message allows the user to confirm that the request has been processed successfully. A commonly used database management system (e.g., MySQL) is used as the database.

[0879] Next, the server contacts a system to generate a return label. The return label contains the necessary information (return address, barcode, etc.), and the server generates the information in PDF format and sends it to the user. The server also obtains the return address and provides it to the user. A service such as Google Cloud Print can be used to generate the label. At this step, the request status is updated to "In Processing."

[0880] After receiving the return shipping label, the user prints it and attaches it to the product. After properly packaging the product, the user ships the product to the specified delivery address. For example, the user may use the post office or a courier service to ship the product.

[0881] The server receives notification from the delivery company to confirm receipt of the returned goods. It confirms that the goods have arrived at the warehouse and records this in the system. After confirming receipt of the goods, the server starts the inspection process of the returned goods. Inspection is a process to check the condition of the goods and determine whether they comply with the return conditions. This is done in conjunction with an inventory management system (e.g., SAP).

[0882] If the product passes inspection, the server will automatically start the refund procedure. A payment system such as the PayPal API can be used for the refund process. When the refund is complete, the server will send a refund completion notification to the user. This notification allows the user to confirm that the process has been completed successfully.

[0883] Examples of prompt statements

[0884] Sample prompt 1: "I would like to return item 12345. Please tell me how to proceed."

[0885] Sample prompt 2: "I can't download the return label. What should I do?"

[0886] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management.

[0887] The flow of the identification process in the first embodiment will be described with reference to FIG.

[0888] Step 1:

[0889] The user submits a return request.

[0890] Operation: The user accesses the return request form using a smartphone or PC and enters information such as the order number, reason for return, and product ID.

[0891] Input: Order number (e.g. 12345), reason for return (e.g. size does not fit), product ID (e.g. ABC123).

[0892] Action: The user checks their input and clicks the submit button.

[0893] Output: The terminal converts the input data into JSON format and sends it to the server.

[0894] Step 2:

[0895] The server receives the request.

[0896] Operation: The server receives JSON data sent from the device.

[0897] Input: Return request data in JSON format.

[0898] How it works: The server parses the data and extracts the necessary information (user ID, product ID, reason for return, etc.).

[0899] Output: Saves the request details to the database and sends a message to the user confirming the request.

[0900] Step 3:

[0901] The server initiates the return process.

[0902] Operation: The server accesses the return label generation system and generates a return label.

[0903] Input: Return request details saved in the previous step.

[0904] What it does: Generates a return label in PDF format that contains all the necessary information (return address, barcode, etc.).

[0905] Output: The server generates a PDF file to be given to the user, sends it to the user, and updates the request status to "in progress."

[0906] Step 4:

[0907] The user returns the product.

[0908] Operation: The user prints the return label they receive and attaches it to the item.

[0909] Input: Return label in PDF format received from the server.

[0910] Action: Properly package and ship items to designated delivery destination.

[0911] Output: The user completes the shipping task.

[0912] Step 5:

[0913] The server confirms receipt of the returned item.

[0914] Operation: The server receives a product arrival notification from the delivery company.

[0915] Input: Receipt confirmation data from the shipping carrier.

[0916] Operation: Records the received product data in the system.

[0917] Output: Receipt confirmation is completed and the product moves on to the next inspection process.

[0918] Step 6:

[0919] The server will inspect the item and process the refund.

[0920] Operation: The server initiates the inspection process for the returned item.

[0921] Input: Return product data that arrived.

[0922] How it works: Checks the product condition and verifies that it meets the return policy. If the inspection passes, the server automatically initiates the refund process.

[0923] Output: If inspection passes and the refund process is complete, a refund completion notification is sent to the user.

[0924] (Application example 1)

[0925] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[0926] The conventional return process is cumbersome for users, and there is no way to check or notify the progress of the procedure, so users cannot grasp the status of the return procedure. In addition, for companies, managing returns requires a great deal of resources, so efficient management is required.

[0927] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[0928] In this invention, the server includes means for receiving a return request, means for saving details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for confirming receipt of the returned item, means for inspecting the received item, means for starting a refund procedure if there are no problems, means for updating the request status, and means for confirming and notifying the progress of the return procedure, which allows users to easily proceed with the return procedure and enables companies to efficiently manage returns.

[0929] The "means for receiving a return request" is an interface for transmitting information on the user's return request (order number, reason for return, product information, etc.) to the server.

[0930] The "means for storing details of return requests in a database" refers to a technique for systematically storing information on received return requests and making it available for subsequent processing.

[0931] The "means for generating a return label" is a system that automatically creates a return label required when a user returns a product.

[0932] The "means for obtaining a return address" is a function for obtaining address information of the place where the returned product should be sent from the server and providing it to the user.

[0933] The "means for sending a return label and return address to the user" refers to a technique for electronically sending the generated return label and address information to the user.

[0934] The "means for confirming receipt of returned products" is a system that confirms that the products returned by the user have arrived at the company's designated location.

[0935] "Means for inspecting received goods" refers to the technology that companies use to check whether returned goods meet compliance standards.

[0936] The "means for initiating refund procedures if there are no problems" is a system that automatically initiates the refund process for the user if the returned product passes inspection.

[0937] The "means for updating the status of the request" refers to a technique that updates the status of the user's return request in real time at each stage of the return process.

[0938] The "means for checking and notifying the progress of the return procedure" refers to an interface and system for keeping the user informed of the progress of the return process.

[0939] The AI ​​return assistant system according to the present invention efficiently supports the return process and allows users to easily complete the return procedure. Specific embodiments of the system are described below.

[0940] The system can be broadly divided into a series of processes performed by the server, terminal, and user. The server is equipped with a program that receives and processes return requests, and accepts the requests via a REST API using Flask (a Python framework). The terminal is primarily expected to be a smartphone, and users will complete the return procedure from their smartphone.

[0941] System configuration and processing overview

[0942] 1. Receiving a return request

[0943] The user accesses the return request form using their smartphone and enters the order number, reason for return, and product information. After entering the information, they click the submit button and the request is sent to the server. The server receives the return request through a REST API and stores the details in a database.

[0944] 2. Generate a return label

[0945] The server generates a return label and obtains the return address based on the return request, and sends the return label and address information to the user, who uses it to properly package and return the item.

[0946] 3. Receipt and inspection of returned items

[0947] When the returned product arrives at the company's designated location, the server has a system to confirm receipt of the product. If the received product passes inspection, the server automatically starts the refund process. If there are any problems with the inspection results, a separate process will be carried out.

[0948] 4. Progress Notification

[0949] At each stage of the process, from receiving the request, generating a return label, receiving the returned item, inspecting it, and processing the refund, the server updates the status and sends notifications to the user, allowing the user to see the progress of the process in real time.

[0950] Specific examples

[0951] For example, a user opens the AI ​​returns assistant app, selects the item they want to return, and enters the following:

[0952] Example prompt:

[0953] Return order 12345. Reason: Received the wrong item.

[0954] Product: Shirt, Size M, Color: Blue

[0955] This input data is sent to the server, which stores it in a database. A return label is then generated and sent to the user, who prints it, affixes it to the item, and returns it. Throughout this process, the server updates the progress status in real time and notifies the user.

[0956] The specific hardware used is a smartphone, and the server is expected to be a server capable of high-performance data processing. The software will use a Python framework such as Flask.

[0957] In this way, the AI ​​return assistant system of the present invention enables users and businesses to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and businesses can significantly reduce the resources required for return management.

[0958] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[0959] Step 1:

[0960] The user accesses the return request form using a device (smartphone).

[0961] Input: Order number, reason for return, product information.

[0962] What happens: You enter this information into the form and click the submit button.

[0963] Output: The form data is sent to the server.

[0964] Step 2:

[0965] The server receives the return request and stores the details in a database.

[0966] Input: Form data (order number, reason for return, product information).

[0967] How it works: The server receives data through the REST API and stores it in a database.

[0968] Output: A message that the request was accepted is sent to the user.

[0969] Step 3:

[0970] The server generates a return label and retrieves the return address.

[0971] Input: Return request details (information stored in database).

[0972] What it does: Generates a return label and retrieves the return address from a database or external API.

[0973] Output: Generated return label and address information.

[0974] Step 4:

[0975] The server sends the return label and address information to the user.

[0976] Input: Generated return label and address information.

[0977] How it works: The server sends this information to the user via email or in-app message.

[0978] Output: User receives return label and address information.

[0979] Step 5:

[0980] The user packs the product, attaches the generated return label, and returns it.

[0981] Input: Return label, address information, returned item.

[0982] How it works: The user packs the item, attaches a return label, and ships it to the specified address.

[0983] Output: The returned product is shipped to the specified address.

[0984] Step 6:

[0985] The server confirms receipt of the returned item.

[0986] Input: Receipt confirmation information from the shipping company.

[0987] Operation: The server receives a receipt confirmation of the returned item from the delivery company.

[0988] Output: The return status is updated to "Received Confirmed".

[0989] Step 7:

[0990] The server inspects the received goods.

[0991] Input: The returned item.

[0992] Operation: The company inspects the returned products and sends the results to the server.

[0993] Output: The inspection results are saved on the server.

[0994] Step 8:

[0995] The server will start the refund procedure based on the inspection results.

[0996] Input: Inspection results.

[0997] How it works: If there are no problems, the server will automatically start the refund process.

[0998] Output: The refund process is completed and the status is updated.

[0999] Step 9:

[1000] The server notifies the user of the progress of the return.

[1001] Input: Progress at each step.

[1002] How it works: The server sends notifications to the user at each step, including request acceptance, return label generation, return receipt, inspection results, and refund completion.

[1003] Output: The user can see the progress of the return in real time.

[1004] In this way, the server, terminal, and user work together at each step, making it possible to efficiently manage the entire return process.

[1005] Furthermore, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[1006] The AI ​​return assistant system of the present invention efficiently supports the return process and allows users to easily complete the return procedure. Furthermore, by combining an emotion engine that recognizes the user's emotions, the present invention can provide a higher quality user experience by responding according to the user's emotional state. Specific embodiments of the present invention are described below.

[1007] User submits a return request

[1008] First, the user accesses the return request form using a device (smartphone or PC). The form has fields for entering necessary information such as the order number, reason for return, and product information. When the user enters this information and clicks the submit button, the device sends the data to the server. At this time, the device analyzes the user's facial expressions and tone of voice and sends the data to the emotion engine.

[1009] The server receives the request

[1010] The server receives a return request sent by the user. The server saves the details of the received request (user ID, product ID, reason for return) in a database. If the save is successful, the server sends a message to the user confirming the request. This message contains a customized message based on the user's emotional state analyzed by the emotion engine.

[1011] The server initiates the return process

[1012] The server processes the request and begins the return process. First, it generates a return label and retrieves a return address with the necessary information for the user to return the item. This information is then sent from the server to the user, who can print the return label and attach it to the item. The server then updates the request status to "In Process."

[1013] The user returns the product

[1014] The user attaches the return label to the product and ships it to the specified address. At this stage, the user is required to properly package the product and select the appropriate shipping method.

[1015] The server confirms receipt of the returned item.

[1016] The server confirms receipt of the returned product. After the product arrives, the server inspects it to ensure it meets the return conditions. If the inspection passes, the server initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed."

[1017] Inspection and refund processing

[1018] For products that pass inspection, the server automatically initiates the refund process. Once the refund is complete, the server sends a refund completion notification to the user. This notification also includes customized text based on the user's emotional state analyzed by the emotion engine. This allows the user to confirm that the process has been completed successfully.

[1019] Emotion Engine Functions

[1020] The emotion engine analyzes the user's facial expressions, tone of voice, and choice of words in real time to determine the user's emotional state. The results of this analysis are used by the server to flexibly adjust its response to the user. For example, if the user shows signs of dissatisfaction or anger, the server can respond quickly and send a special message. It can also prioritize refund procedures.

[1021] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management. In addition, the introduction of an emotion engine allows for more appropriate and satisfying service to be provided to users.

[1022] The processing flow will be explained below.

[1023] Step 1:

[1024] The user accesses the return request form using a terminal. The user enters the necessary information into the form (order number, reason for return, product information, etc.) and clicks the submit button. At this time, the terminal analyzes the user's facial expression and tone of voice and sends the data to the emotion engine.

[1025] Step 2:

[1026] The device sends the input data (user ID, product ID, reason for return, emotion data) to the server. If the transmission is successful, a message indicating the transmission is complete is displayed to the user.

[1027] Step 3:

[1028] The server receives the return request. The server saves the details of the received request in a database. If the save is successful, the server sends the user a message acknowledging the request based on the emotional data analyzed by the emotion engine. This message is customized to the user's emotional state.

[1029] Step 4:

[1030] The server initiates the return process. It first generates a return label and then obtains the return address. The server then sends the generated return label and return address to the user.

[1031] Step 5:

[1032] The user receives the return label and return address sent from the server, then packs the returned item appropriately and attaches the return label to the product package.

[1033] Step 6:

[1034] The user will ship the product to the specified address. The user will return the product via a delivery company.

[1035] Step 7:

[1036] When the server receives the returned product, it confirms receipt of the returned product. Once the server confirms the arrival of the product, it begins inspecting the product.

[1037] Step 8:

[1038] The server inspects the returned product. If the inspection passes, the server automatically initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed" and notifies the user.

[1039] Step 9:

[1040] Once the server has completed the refund process, it will send a refund completion notification to the user, which will include a customized message based on the user's emotional state as analyzed by the emotion engine, allowing the user to confirm that the refund was successful.

[1041] Step 10:

[1042] The server updates the request status to "Completed", which completes all steps of the return process.

[1043] Example 2

[1044] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[1045] Conventional return management systems have a complicated return process, requiring a lot of effort from users and placing a heavy burden on companies. Furthermore, they do not adequately respond to user emotions, making it difficult to improve satisfaction. This can lead to a poor user experience and a high likelihood of causing a decline in customer satisfaction.

[1046] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[1047] In this invention, the server includes means for receiving a return request, means for storing details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for analyzing the user's emotions, means for generating a customized message based on the analysis results, means for confirming receipt of the returned product, means for inspecting the received product, means for initiating a refund procedure if there are no problems, and means for updating the request status. This allows users to easily complete the return procedure and enables companies to efficiently manage returns. Furthermore, it is possible to respond based on the user's emotions, which is expected to improve customer satisfaction.

[1048] A "return request" is information that a user sends to the server in order to return a purchased item.

[1049] A "database" is a system that efficiently manages accumulated information and allows for searching and updating.

[1050] A "return label" is a label to be attached to a returned product, and contains necessary information such as the return address.

[1051] "Return address" is address information to which the user should send the returned product.

[1052] "User" means a person who uses the system to make a return request.

[1053] "Means for analyzing emotions" refers to technology or devices that determine a user's emotional state based on data such as facial expressions and tone of voice.

[1054] A "customized message" is a message created with content appropriate to the user's emotional state based on the results of emotion analysis.

[1055] "Returned product" refers to a product that a user returns based on a return request.

[1056] "Inspection" is the process in which the server checks the condition of the returned product and verifies whether it meets the return conditions.

[1057] The "refund procedure" is a process for refunding the purchase price of a product that has passed inspection to the user.

[1058] "Request status" is information that indicates the progress of the return request.

[1059] MODE FOR CARRYING OUT THE INVENTION

[1060] The AI ​​return assistant system of the present invention enables users to efficiently complete the return process and provides a high-quality user experience by providing personalized support based on the user's emotional state. Specific embodiments of the present invention are described below.

[1061] User submits a return request

[1062] Users access a return request form using a device such as a smartphone or PC. This form has fields for the order number, reason for return, product information, etc., and the user enters these required details. When the user clicks the submit button, the device sends the data in JSON format to the server. The device also uses a camera and microphone to collect the user's facial expressions and tone of voice, and sends this data to an emotion analysis engine. Sentiment analysis is performed using Azure Cognitive Services, AWS Rekognition, etc.

[1063] The server receives the request

[1064] The server receives a return request sent by the user. This request includes details such as the order number and reason for return, and stores it in a database (e.g., MySQL, PostgreSQL). It also stores the user's sentiment analysis results obtained from a sentiment analysis engine. If the request is successfully saved, the server sends the user a message confirming the request. This message contains customized wording based on the user's emotional state.

[1065] The server initiates the return process

[1066] The server processes the return request and begins the return process. Specifically, the server generates a return label and obtains the return address. This return label is generated using an API such as Adobe PDF Tools. The generated return label and address information are sent to the user, who can print the return label and attach it to the product. The server then updates the request status to "Processing."

[1067] The user returns the product

[1068] The user prints out the return label they receive, attaches it to the product appropriately, and then ships the product to the specified address, often using a delivery company such as FedEx or DHL.

[1069] The server confirms receipt of the returned item.

[1070] The server uses the delivery company's API to track the return status of the product. When the product arrives at the specified address, the server confirms its arrival. After arrival, the server inspects the returned product. It verifies that the product meets the return conditions, and if it passes inspection, it initiates the refund process.

[1071] Inspection and refund processing

[1072] For products that pass inspection, the server automatically refunds the purchase price using a payment service (e.g., Stripe or PayPal). Once the refund is complete, the server sends a refund completion notification to the user. This notification also includes customized text based on the results of sentiment analysis.

[1073] Emotion Engine Functions

[1074] The emotion engine analyzes the user's facial expressions, tone of voice, and language in real time to determine their emotional state. This information is used by the server to tailor its response to the user. For example, if the user is dissatisfied or angry, the server can send a quick response and a special message, and prioritize the refund process.

[1075] Examples of concrete examples and prompts

[1076] Here, as a specific example, the flow when the user inputs "The returned product was broken. The reason for return is 'defective'" is shown.

[1077] Prompt Sentence Examples

[1078] plain

[1079] A user entered "The product I want to return is broken. The reason for returning it is 'defective'" into the return request form. The emotion determined from the user's voice is "dissatisfied." Please generate a response that matches the user's emotional state.

[1080] By inputting this prompt into a generative AI model, a response message appropriate to the user's emotional state can be generated, providing an appropriate response to the user. In this way, the AI ​​return assistant system of the present invention enables users and businesses to efficiently and quickly manage the return process. Users can proceed with the return process hassle-free, and businesses can reduce their resource requirements and provide highly satisfying services.

[1081] The flow of the identification process in the second embodiment will be described with reference to FIG.

[1082] System program processing flow

[1083] Step 1: User submits return request

[1084] The user accesses the return request form from a smartphone or PC. The form has input fields for the order number, reason for return, product information, etc. The user enters this information and clicks the submit button.

[1085] Input: Order number, reason for return, product information

[1086] Data processing / data calculation: The device detects when the send button is clicked and converts the data into JSON format. At the same time, it uses the camera and microphone to collect the user's facial expressions and tone of voice.

[1087] Output: JSON format data and audio / video data

[1088] Step 2: The device sends the data to the server

[1089] The terminal transmits the collected data to the server in real time.

[1090] Input: JSON format data, audio and video data

[1091] Data processing / data calculation: The device transmits data using a network protocol (e.g., HTTPS).

[1092] Output: Data received by the server

[1093] Step 3: The server receives the request

[1094] The server receives a return request sent by the user.

[1095] Input: JSON format data, audio and video data

[1096] Data processing / data calculation: The server parses the JSON data and extracts the order number, reason for return, and product information. At the same time, it uses a sentiment analysis engine (e.g., Azure Cognitive Services) to analyze the audio and video data and determine the user's emotional state.

[1097] Output: Order number, reason for return, product information, and user's emotional state stored in the database

[1098] Step 4: The server saves the request to the database

[1099] The server stores the analyzed data in a database.

[1100] Input: Order number, reason for return, product information, user's emotional state

[1101] Data processing / data calculation: The server stores data using a database system such as MySQL or PostgreSQL.

[1102] Output: Information stored in a database

[1103] Step 5: The server sends a request accepted message

[1104] The server sends the user a message confirming the request, which includes customized wording based on the sentiment analysis results.

[1105] Input: User's emotional state

[1106] Data processing / data calculation: The server generates prompts and uses generative AI models to create customized messages (e.g., "We apologize for the inconvenience. Your return has been initiated.").

[1107] Output: Customized acceptance message

[1108] Step 6: The server generates a return label

[1109] The server generates a return label and obtains the necessary return address information.

[1110] Input: Order number, reason for return, product information

[1111] Data processing / data calculation: The server calls a return label generation API (e.g., Adobe PDF Tools API) to create a return label.

[1112] Output: Generated return label, return address

[1113] Step 7: The server sends the user a return label

[1114] The server will generate a return label and send it to the user with a return address.

[1115] Input: Return label, return address

[1116] Data processing / data calculation: The server sends the data to the user via email or mobile app.

[1117] Output: The return label and address the user received

[1118] Step 8: User returns the item

[1119] The user prints the return label, attaches it to the product, and ships the product to the specified address via a delivery company.

[1120] Input: Return label, product

[1121] Data processing / data calculation: The user prints labels, packs and ships the products.

[1122] Output: Returned product

[1123] Step 9: The server confirms receipt of the returned item

[1124] The server uses the shipping company's API to track the return status of the product and confirm receipt.

[1125] Input: Returned item

[1126] Data processing / data calculation: The server calls the delivery company's tracking API and obtains the product status.

[1127] Output: Product receipt confirmation information

[1128] Step 10: The server inspects the product.

[1129] The server inspects the returned products to ensure they meet the requirements.

[1130] Input: Returned item

[1131] Data processing / data calculation: The server inspects the condition of the product and checks whether it complies with the return conditions.

[1132] Output: Inspection results

[1133] Step 11: The server initiates the refund process

[1134] For products that pass inspection, the server will begin the refund process through the payment service.

[1135] Input: Inspection results

[1136] Data processing / data calculation: The server calls a payment API such as Stripe or PayPal and processes the refund.

[1137] Output: Refund process

[1138] Step 12: The server sends a refund completion notification

[1139] Once the refund is complete, the server sends a refund completion notification to the user.

[1140] Input: Refund procedure completion notification

[1141] Data processing / data calculation: The server generates prompts and uses generative AI models to create customized messages.

[1142] Output: Refund completion notification

[1143] (Application example 2)

[1144] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[1145] Conventional return systems have not been able to fully alleviate the frustration and stress users feel when going through the return process. Furthermore, they provide a uniform response without considering the user's emotional state, resulting in a poor user experience. Especially in the case of online shopping sites, where face-to-face interaction is not possible, users often express strong dissatisfaction. This has forced companies to allocate significant resources to handling complaints and managing returns.

[1146] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 2 is realized by the following means.

[1147] In this invention, the server includes means for receiving a return request, means for storing details of the return request in a database, means for generating a return label, means for acquiring a return address, means for capturing a user's facial expressions and tone of voice to analyze the user's emotional state, means for generating analysis results using an emotion engine, means for sending the return label and return address to the user, means for sending a customized message to the user based on the user's emotional state, means for confirming receipt of the returned item, means for inspecting the received item, means for initiating a refund procedure if there are no problems, and means for updating the request status. This allows for flexible responses tailored to the user's emotional state throughout the return process, improving the user experience. Furthermore, it also allows companies to handle complaints efficiently and appropriately, optimizing resources.

[1148] "Return Request" means a request submitted by a User to return a purchased item.

[1149] A "database" is a collection of data that systematically manages and stores details of return requests, user information, and the like.

[1150] A "return label" is a label that includes identification information and return address information that is attached to a returned product.

[1151] "Return address" is the address information of the company or organization to which the returned product should be sent.

[1152] An "emotion engine" is software or an algorithm that analyzes a user's facial expressions, tone of voice, and choice of words to determine their emotional state.

[1153] A "customized message" is a message whose content is adapted or changed based on the user's emotional state.

[1154] "Inspection" is the process of checking whether the returned product meets the return conditions.

[1155] The "refund procedure" is a procedure for returning the amount paid for the returned product to the user.

[1156] "Request Status" is status information that indicates the current stage of the return request.

[1157] "Means for capturing the user's facial expressions and tone of voice" refers to technology that performs facial recognition and voice analysis of the user to obtain data for determining their emotional state.

[1158] A "generative AI model" is an artificial intelligence model that analyzes a user's emotional state and generates customized messages.

[1159] The present invention is a system that allows users to easily carry out return procedures and, by combining it with an emotion engine, provides responses that match the user's emotional state. This system is designed to operate effectively, especially on online shopping sites.

[1160] System Configuration

[1161] This system operates by combining a server, a user's device (smartphone or PC), and an emotion engine. The server is responsible for the main processes such as accepting return requests, storing them in a database, generating return labels, and managing the refund procedure. The user's device is used to input information into the return form and communicate with the server.

[1162] Hardware and Software

[1163] Hardware: Smartphone or PC

[1164] Software: EmotionRecognizer library, ReturnProcess library, Python requests module

[1165] Process flow and technical details

[1166] 1. Submitting a return request

[1167] The user uses a terminal to access a return request form, which provides fields for entering purchase information and the reason for return.

[1168] Once the input is complete, the user clicks the send button to send the data to the server, with the emotion engine capturing the user's facial expressions and tone of voice.

[1169] 2. Server-side processing

[1170] The server stores the details of the received return request in a database. If the storage is successful, the server sends the user a message acknowledging the request. This message is customized according to the user's emotional state as analyzed by the emotion engine.

[1171] The server generates a return label and sends it along with the return address to the user, who then prints the label, affixes it to the item, and sends it to the specified address.

[1172] 3. Checking and inspecting the returned product

[1173] The server confirms receipt of the returned product and inspects it. It checks whether the product's condition meets the return conditions, and if it does, it starts the refund procedure. If it does not meet the conditions, it notifies the user.

[1174] 4. Use of Emotion Engine

[1175] The emotion engine uses facial recognition and voice analysis to determine the user's emotional state in real time, which is reflected in the server's response, enabling quick responses and customized messages to reduce user frustration.

[1176] Specific examples

[1177] An example of a text prompt is:

[1178] Please enter your reason for return:

[1179] "Recognizing emotions...analyzing facial expressions and tone of voice."

[1180] "Request accepted: "

[1181] In this way, the system of the present invention can improve the user experience by providing an efficient return process while taking into account the user's emotional state, while also reducing the burden on businesses and enabling more efficient operations.

[1182] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[1183] Step 1:

[1184] The user uses a terminal to access the return request form. The user enters the necessary information into the form, such as the order number, reason for return, and product information. The terminal acquires this entered data (input) and prepares it for transmission to the server (data processing).

[1185] Step 2:

[1186] The device sends the user's input data to the server. At this time, the device analyzes the user's facial expressions and tone of voice and sends related data to the emotion engine. The server receives the sent data (input).

[1187] Step 3:

[1188] The details of the return request received by the server (user ID, product ID, reason for return, etc.) are saved in the database. This database saving process (data processing) causes the formatted data to be permanently stored (output).

[1189] Step 4:

[1190] After the server confirms the successful saving, it sends a request acceptance message to the user based on the user's emotional state analyzed by the emotion engine. The emotion engine analyzes the user's emotional data (data calculation) and generates an appropriate message (output). The server then sends that message to the user's device.

[1191] Step 5:

[1192] The server processes the return request and generates a return label and return address (data processing). The server sends the generated return label and address information (input) to the user (output). The user receives this, prints the label, and attaches it to the product.

[1193] Step 6:

[1194] The user ships the product to the address specified. The server receives and stores the shipping confirmation information (input).

[1195] Step 7:

[1196] The server confirms receipt of the returned product. It inspects the condition of the received product and checks whether it meets the return conditions. It stores the inspection data (input) and obtains the inspection results (output).

[1197] Step 8:

[1198] The server starts the refund procedure based on the inspection results. If the inspection passes, the server performs the refund process (data calculation) and sends a refund completion notification to the user (output). This notification also uses a message customized by the emotion engine.

[1199] Step 9:

[1200] The server updates the status of the request. The progress at each stage of the return process (input) is stored in a database, and the user can view the updated status (output) in real time on their device.

[1201] The above are the specific processing steps of the system that realizes the application example.

[1202] The specific processing unit 290 transmits the result of the specific processing to the headset type terminal 314. In the headset type terminal 314, the control unit 46A causes the speaker 240 and the display 343 to output the result of the specific processing. The microphone 238 acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[1203] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[1204] In the above embodiment, an example was given in which the specific processing is performed by the data processing device 12, but the technology of the present disclosure is not limited to this, and the specific processing may be performed by the headset type terminal 314.

[1205] [Fourth embodiment]

[1206] FIG. 7 shows an example of the configuration of a data processing system 410 according to the fourth embodiment.

[1207] 7, a data processing system 410 includes a data processing device 12 and a robot 414. An example of the data processing device 12 is a server.

[1208] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[1209] The robot 414 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication I / F 44, and a control target 443. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, the camera 42, and the control target 443 are also connected to the bus 52.

[1210] The microphone 238 receives instructions and the like from the user 20 by receiving voice uttered by the user 20. The microphone 238 captures the voice uttered by the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio in accordance with instructions from the processor 46.

[1211] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the surroundings of user 20 (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[1212] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[1213] The control object 443 includes a display device, LEDs in the eyes, and motors for driving the arms, hands, and feet. The posture and gestures of the robot 414 are controlled by controlling the motors of the arms, hands, and feet. Some of the emotions of the robot 414 can be expressed by controlling these motors. In addition, the facial expressions of the robot 414 can also be expressed by controlling the light emission state of the LEDs in the eyes of the robot 414.

[1214] Fig. 8 shows an example of the main functions of the data processing device 12 and the robot 414. As shown in Fig. 8, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[1215] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[1216] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[1217] In the robot 414, the processor 46 performs the reception output process. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[1218] Next, a description will be given of the specific processing performed by the specific processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1219] The AI ​​return assistant system of the present invention efficiently supports the return process and allows users to easily complete the return procedure. This system can process returns quickly and accurately through a series of processes involving the server, terminal, and user.

[1220] User submits a return request

[1221] First, the user accesses the return request form using a device (smartphone or PC). The form has fields for entering necessary information such as the order number, reason for return, product information, etc. When the user enters this information and clicks the submit button, the device sends the data to the server.

[1222] The server receives the request

[1223] The server receives the return request sent by the user and saves the request details (user ID, product ID, reason for return) in the database. If the save is successful, the server sends a message to the user confirming that the request has been accepted. This message allows the user to confirm that the request has been accepted successfully.

[1224] The server initiates the return process

[1225] The server processes the request and begins the return process. First, it generates a return label and retrieves a return address with the necessary information for the user to return the item. This information is then sent from the server to the user, who can print the return label and attach it to the item. The server then updates the request status to "In Process."

[1226] The user returns the product

[1227] The user attaches the return label to the product and ships it to the specified address. At this stage, the user is required to properly package the product and select the appropriate shipping method.

[1228] The server confirms receipt of the returned item.

[1229] The server will confirm receipt of the returned product. After the product arrives, the server will inspect it to ensure it meets the return conditions. If the inspection passes, the server will begin the refund process.

[1230] Inspection and refund processing

[1231] For products that pass inspection, the server will automatically start the refund process. Once the refund is complete, the server will send a refund completion notification to the user, allowing the user to confirm that the process has been completed successfully.

[1232] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management.

[1233] The processing flow will be explained below.

[1234] Step 1:

[1235] The user accesses the return request form using a terminal, enters the required information in the form (order number, reason for return, product information, etc.), and clicks the submit button.

[1236] Step 2:

[1237] The terminal sends the input data (user ID, product ID, reason for return) to the server. If the transmission is successful, a message indicating transmission completion is displayed to the user.

[1238] Step 3:

[1239] The server receives the return request, saves the details of the request in a database, and if the save is successful, sends a message to the user confirming the request.

[1240] Step 4:

[1241] The server initiates the return process. It first generates a return label and then obtains the return address. The server then sends the generated return label and return address to the user.

[1242] Step 5:

[1243] The user receives the return label and return address sent from the server, then packs the returned item appropriately and attaches the return label to the product package.

[1244] Step 6:

[1245] The user will ship the product to the specified address. The user will return the product via a delivery company.

[1246] Step 7:

[1247] When the server receives the returned product, it confirms receipt of the returned product. Once the server confirms the arrival of the product, it begins inspecting the product.

[1248] Step 8:

[1249] The server inspects the returned item. If the inspection passes, the server automatically initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed."

[1250] Step 9:

[1251] When the server completes the refund process, it sends a refund completion notification to the user. The user receives the refund completion notification and confirms that the refund has been processed without any problems.

[1252] Step 10:

[1253] The server updates the request status to "Completed", which completes all steps of the return process.

[1254] Example 1

[1255] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1256] The traditional return process was highly manual, time-consuming, and labor-intensive, placing a significant burden on both users and businesses. Furthermore, delays in providing users with the information they needed, such as generating return labels and processing refunds, could lead to lower user satisfaction. Furthermore, the inspection of returned products and the confirmation of receipt of returned products were prone to human error, resulting in a lack of accuracy.

[1257] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[1258] In this invention, the server includes means for receiving a return request, means for saving details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for confirming receipt of the returned item, means for inspecting the received item, means for starting the refund process if there are no problems, means for updating the request status, means for sending a request acceptance message to the user, and means for sending a refund completion notification to the user. This streamlines and automates the return process, allowing users to quickly complete the return process and businesses to accurately and efficiently manage returns.

[1259] The "means for receiving return requests" refers to a piece of hardware and software for evaluating return requests from users via a network and capturing them in the server.

[1260] The "means for storing details of return requests in a database" refers to techniques and methods for storing received return request information in a database as structured data.

[1261] The "means for generating a return label" is a system for automatically creating a label required when a user returns a product and outputting the contents of the label appropriately.

[1262] "Means for acquiring a return address" refers to a method and technology for acquiring destination information for receiving the returned product and reflecting that information in the system.

[1263] "Means for sending return label and return address to user" refers to a communication and notification system for providing the generated return label and obtained return address to the user.

[1264] "Means for confirming receipt of returned products" refers to the technology and method for detecting the arrival of products returned by users and reflecting that information in the system.

[1265] "Means for inspecting received goods" means the systems and processes used to check the condition of returned goods and verify their quality and compliance with return requirements.

[1266] The "means for initiating the refund procedure if no problems are found" refers to a system and method for automatically carrying out the refund process if no problems are found after inspection is completed.

[1267] "Means for updating the status of a request" refers to the techniques and methods used to update the system with the progress of a request at each step of the return process.

[1268] The "means for sending a message to the user that the request has been accepted" is a communication means for notifying the user that the received return request has been processed correctly.

[1269] The "means for sending a refund completion notification to the user" refers to a technique and method for notifying the user that the refund process has been successfully completed.

[1270] The AI ​​return assistant system of the present invention is designed to allow users to easily complete the return procedure. This system allows the return process to be completed quickly and accurately through a series of processes by the server, terminal, and user.

[1271] First, the user submits a return request using a device (smartphone or PC). The return request contains necessary information such as the order number, reason for return, and product ID. When the user enters this information and clicks the send button, the device converts the data into JSON format and sends it to the server.

[1272] The server analyzes the received request and saves the details (user ID, product ID, reason for return, etc.) in a database. Once the server has completed this, it sends a message to the user confirming that the request has been accepted. This acceptance message allows the user to confirm that the request has been processed successfully. A commonly used database management system (e.g., MySQL) is used as the database.

[1273] Next, the server contacts a system to generate a return label. The return label contains the necessary information (return address, barcode, etc.), and the server generates the information in PDF format and sends it to the user. The server also obtains the return address and provides it to the user. A service such as Google Cloud Print can be used to generate the label. At this step, the request status is updated to "In Processing."

[1274] After receiving the return shipping label, the user prints it and attaches it to the product. After properly packaging the product, the user ships the product to the specified delivery address. For example, the user may use the post office or a courier service to ship the product.

[1275] The server receives notification from the delivery company to confirm receipt of the returned goods. It confirms that the goods have arrived at the warehouse and records this in the system. After confirming receipt of the goods, the server starts the inspection process of the returned goods. Inspection is a process to check the condition of the goods and determine whether they comply with the return conditions. This is done in conjunction with an inventory management system (e.g., SAP).

[1276] If the product passes inspection, the server will automatically start the refund procedure. A payment system such as the PayPal API can be used for the refund process. When the refund is complete, the server will send a refund completion notification to the user. This notification allows the user to confirm that the process has been completed successfully.

[1277] Examples of prompt statements

[1278] Sample prompt 1: "I would like to return item 12345. Please tell me how to proceed."

[1279] Sample prompt 2: "I can't download the return label. What should I do?"

[1280] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management.

[1281] The flow of the identification process in the first embodiment will be described with reference to FIG.

[1282] Step 1:

[1283] The user submits a return request.

[1284] Operation: The user accesses the return request form using a smartphone or PC and enters information such as the order number, reason for return, and product ID.

[1285] Input: Order number (e.g. 12345), reason for return (e.g. size does not fit), product ID (e.g. ABC123).

[1286] Action: The user checks their input and clicks the submit button.

[1287] Output: The terminal converts the input data into JSON format and sends it to the server.

[1288] Step 2:

[1289] The server receives the request.

[1290] Operation: The server receives JSON data sent from the device.

[1291] Input: Return request data in JSON format.

[1292] How it works: The server parses the data and extracts the necessary information (user ID, product ID, reason for return, etc.).

[1293] Output: Saves the request details to the database and sends a message to the user confirming the request.

[1294] Step 3:

[1295] The server initiates the return process.

[1296] Operation: The server accesses the return label generation system and generates a return label.

[1297] Input: Return request details saved in the previous step.

[1298] What it does: Generates a return label in PDF format that contains all the necessary information (return address, barcode, etc.).

[1299] Output: The server generates a PDF file to be given to the user, sends it to the user, and updates the request status to "in progress."

[1300] Step 4:

[1301] The user returns the product.

[1302] Operation: The user prints the return label they receive and attaches it to the item.

[1303] Input: Return label in PDF format received from the server.

[1304] Action: Properly package and ship items to designated delivery destination.

[1305] Output: The user completes the shipping task.

[1306] Step 5:

[1307] The server confirms receipt of the returned item.

[1308] Operation: The server receives a product arrival notification from the delivery company.

[1309] Input: Receipt confirmation data from the shipping carrier.

[1310] Operation: Records the received product data in the system.

[1311] Output: Receipt confirmation is completed and the product moves on to the next inspection process.

[1312] Step 6:

[1313] The server will inspect the item and process the refund.

[1314] Operation: The server initiates the inspection process for the returned item.

[1315] Input: Return product data that arrived.

[1316] How it works: Checks the product condition and verifies that it meets the return policy. If the inspection passes, the server automatically initiates the refund process.

[1317] Output: If inspection passes and the refund process is complete, a refund completion notification is sent to the user.

[1318] (Application example 1)

[1319] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1320] The conventional return process is cumbersome for users, and there is no way to check or notify the progress of the procedure, so users cannot grasp the status of the return procedure. In addition, for companies, managing returns requires a great deal of resources, so efficient management is required.

[1321] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[1322] In this invention, the server includes means for receiving a return request, means for saving details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for confirming receipt of the returned item, means for inspecting the received item, means for starting a refund procedure if there are no problems, means for updating the request status, and means for confirming and notifying the progress of the return procedure, which allows users to easily proceed with the return procedure and enables companies to efficiently manage returns.

[1323] The "means for receiving a return request" is an interface for transmitting information on the user's return request (order number, reason for return, product information, etc.) to the server.

[1324] The "means for storing details of return requests in a database" refers to a technique for systematically storing information on received return requests and making it available for subsequent processing.

[1325] The "means for generating a return label" is a system that automatically creates a return label required when a user returns a product.

[1326] The "means for obtaining a return address" is a function for obtaining address information of the place where the returned product should be sent from the server and providing it to the user.

[1327] The "means for sending a return label and return address to the user" refers to a technique for electronically sending the generated return label and address information to the user.

[1328] The "means for confirming receipt of returned products" is a system that confirms that the products returned by the user have arrived at the company's designated location.

[1329] "Means for inspecting received goods" refers to the technology that companies use to check whether returned goods meet compliance standards.

[1330] The "means for initiating refund procedures if there are no problems" is a system that automatically initiates the refund process for the user if the returned product passes inspection.

[1331] The "means for updating the status of the request" refers to a technique that updates the status of the user's return request in real time at each stage of the return process.

[1332] The "means for checking and notifying the progress of the return procedure" refers to an interface and system for keeping the user informed of the progress of the return process.

[1333] The AI ​​return assistant system according to the present invention efficiently supports the return process and allows users to easily complete the return procedure. Specific embodiments of the system are described below.

[1334] The system can be broadly divided into a series of processes performed by the server, terminal, and user. The server is equipped with a program that receives and processes return requests, and accepts the requests via a REST API using Flask (a Python framework). The terminal is primarily expected to be a smartphone, and users will complete the return procedure from their smartphone.

[1335] System configuration and processing overview

[1336] 1. Receiving a return request

[1337] The user accesses the return request form using their smartphone and enters the order number, reason for return, and product information. After entering the information, they click the submit button and the request is sent to the server. The server receives the return request through a REST API and stores the details in a database.

[1338] 2. Generate a return label

[1339] The server generates a return label and obtains the return address based on the return request, and sends the return label and address information to the user, who uses it to properly package and return the item.

[1340] 3. Receipt and inspection of returned items

[1341] When the returned product arrives at the company's designated location, the server has a system to confirm receipt of the product. If the received product passes inspection, the server automatically starts the refund process. If there are any problems with the inspection results, a separate process will be carried out.

[1342] 4. Progress Notification

[1343] At each stage of the process, from receiving the request, generating a return label, receiving the returned item, inspecting it, and processing the refund, the server updates the status and sends notifications to the user, allowing the user to see the progress of the process in real time.

[1344] Specific examples

[1345] For example, a user opens the AI ​​returns assistant app, selects the item they want to return, and enters the following:

[1346] Example prompt:

[1347] Return order 12345. Reason: Received the wrong item.

[1348] Product: Shirt, Size M, Color: Blue

[1349] This input data is sent to the server, which stores it in a database. A return label is then generated and sent to the user, who prints it, affixes it to the item, and returns it. Throughout this process, the server updates the progress status in real time and notifies the user.

[1350] The specific hardware used is a smartphone, and the server is expected to be a server capable of high-performance data processing. The software will use a Python framework such as Flask.

[1351] In this way, the AI ​​return assistant system of the present invention enables users and businesses to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and businesses can significantly reduce the resources required for return management.

[1352] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[1353] Step 1:

[1354] The user accesses the return request form using a device (smartphone).

[1355] Input: Order number, reason for return, product information.

[1356] What happens: You enter this information into the form and click the submit button.

[1357] Output: The form data is sent to the server.

[1358] Step 2:

[1359] The server receives the return request and stores the details in a database.

[1360] Input: Form data (order number, reason for return, product information).

[1361] How it works: The server receives data through the REST API and stores it in a database.

[1362] Output: A message that the request was accepted is sent to the user.

[1363] Step 3:

[1364] The server generates a return label and retrieves the return address.

[1365] Input: Return request details (information stored in database).

[1366] What it does: Generates a return label and retrieves the return address from a database or external API.

[1367] Output: Generated return label and address information.

[1368] Step 4:

[1369] The server sends the return label and address information to the user.

[1370] Input: Generated return label and address information.

[1371] How it works: The server sends this information to the user via email or in-app message.

[1372] Output: User receives return label and address information.

[1373] Step 5:

[1374] The user packs the product, attaches the generated return label, and returns it.

[1375] Input: Return label, address information, returned item.

[1376] How it works: The user packs the item, attaches a return label, and ships it to the specified address.

[1377] Output: The returned product is shipped to the specified address.

[1378] Step 6:

[1379] The server confirms receipt of the returned item.

[1380] Input: Receipt confirmation information from the shipping company.

[1381] Operation: The server receives a receipt confirmation of the returned item from the delivery company.

[1382] Output: The return status is updated to "Received Confirmed".

[1383] Step 7:

[1384] The server inspects the received goods.

[1385] Input: The returned item.

[1386] Operation: The company inspects the returned products and sends the results to the server.

[1387] Output: The inspection results are saved on the server.

[1388] Step 8:

[1389] The server will start the refund procedure based on the inspection results.

[1390] Input: Inspection results.

[1391] How it works: If there are no problems, the server will automatically start the refund process.

[1392] Output: The refund process is completed and the status is updated.

[1393] Step 9:

[1394] The server notifies the user of the progress of the return.

[1395] Input: Progress at each step.

[1396] How it works: The server sends notifications to the user at each step, including request acceptance, return label generation, return receipt, inspection results, and refund completion.

[1397] Output: The user can see the progress of the return in real time.

[1398] In this way, the server, terminal, and user work together at each step, making it possible to efficiently manage the entire return process.

[1399] Furthermore, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[1400] The AI ​​return assistant system of the present invention efficiently supports the return process and allows users to easily complete the return procedure. Furthermore, by combining an emotion engine that recognizes the user's emotions, the present invention can provide a higher quality user experience by responding according to the user's emotional state. Specific embodiments of the present invention are described below.

[1401] User submits a return request

[1402] First, the user accesses the return request form using a device (smartphone or PC). The form has fields for entering necessary information such as the order number, reason for return, and product information. When the user enters this information and clicks the submit button, the device sends the data to the server. At this time, the device analyzes the user's facial expressions and tone of voice and sends the data to the emotion engine.

[1403] The server receives the request

[1404] The server receives a return request sent by the user. The server saves the details of the received request (user ID, product ID, reason for return) in a database. If the save is successful, the server sends a message to the user confirming the request. This message contains a customized message based on the user's emotional state analyzed by the emotion engine.

[1405] The server initiates the return process

[1406] The server processes the request and begins the return process. First, it generates a return label and retrieves a return address with the necessary information for the user to return the item. This information is then sent from the server to the user, who can print the return label and attach it to the item. The server then updates the request status to "In Process."

[1407] The user returns the product

[1408] The user attaches the return label to the product and ships it to the specified address. At this stage, the user is required to properly package the product and select the appropriate shipping method.

[1409] The server confirms receipt of the returned item.

[1410] The server confirms receipt of the returned product. After the product arrives, the server inspects it to ensure it meets the return conditions. If the inspection passes, the server initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed."

[1411] Inspection and refund processing

[1412] For products that pass inspection, the server automatically initiates the refund process. Once the refund is complete, the server sends a refund completion notification to the user. This notification also includes customized text based on the user's emotional state analyzed by the emotion engine. This allows the user to confirm that the process has been completed successfully.

[1413] Emotion Engine Functions

[1414] The emotion engine analyzes the user's facial expressions, tone of voice, and choice of words in real time to determine the user's emotional state. The results of this analysis are used by the server to flexibly adjust its response to the user. For example, if the user shows signs of dissatisfaction or anger, the server can respond quickly and send a special message. It can also prioritize refund procedures.

[1415] In this way, the AI ​​return assistant system of the present invention allows users and companies to manage the return process efficiently and quickly. Users can proceed with the return procedure hassle-free, and companies can significantly reduce the resources required for return management. In addition, the introduction of an emotion engine allows for more appropriate and satisfying service to be provided to users.

[1416] The processing flow will be explained below.

[1417] Step 1:

[1418] The user accesses the return request form using a terminal. The user enters the necessary information into the form (order number, reason for return, product information, etc.) and clicks the submit button. At this time, the terminal analyzes the user's facial expression and tone of voice and sends the data to the emotion engine.

[1419] Step 2:

[1420] The device sends the input data (user ID, product ID, reason for return, emotion data) to the server. If the transmission is successful, a message indicating the transmission is complete is displayed to the user.

[1421] Step 3:

[1422] The server receives the return request. The server saves the details of the received request in a database. If the save is successful, the server sends the user a message acknowledging the request based on the emotional data analyzed by the emotion engine. This message is customized to the user's emotional state.

[1423] Step 4:

[1424] The server initiates the return process. It first generates a return label and then obtains the return address. The server then sends the generated return label and return address to the user.

[1425] Step 5:

[1426] The user receives the return label and return address sent from the server, then packs the returned item appropriately and attaches the return label to the product package.

[1427] Step 6:

[1428] The user will ship the product to the specified address. The user will return the product via a delivery company.

[1429] Step 7:

[1430] When the server receives the returned product, it confirms receipt of the returned product. Once the server confirms the arrival of the product, it begins inspecting the product.

[1431] Step 8:

[1432] The server inspects the returned product. If the inspection passes, the server automatically initiates the refund process. If the inspection fails, the server updates the status to "Inspection Failed" and notifies the user.

[1433] Step 9:

[1434] Once the server has completed the refund process, it will send a refund completion notification to the user, which will include a customized message based on the user's emotional state as analyzed by the emotion engine, allowing the user to confirm that the refund was successful.

[1435] Step 10:

[1436] The server updates the request status to "Completed", which completes all steps of the return process.

[1437] Example 2

[1438] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1439] Conventional return management systems have a complicated return process, requiring a lot of effort from users and placing a heavy burden on companies. Furthermore, they do not adequately respond to user emotions, making it difficult to improve satisfaction. This can lead to a poor user experience and a high likelihood of causing a decline in customer satisfaction.

[1440] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[1441] In this invention, the server includes means for receiving a return request, means for storing details of the return request in a database, means for generating a return label, means for obtaining a return address, means for sending the return label and return address to the user, means for analyzing the user's emotions, means for generating a customized message based on the analysis results, means for confirming receipt of the returned product, means for inspecting the received product, means for initiating a refund procedure if there are no problems, and means for updating the request status. This allows users to easily complete the return procedure and enables companies to efficiently manage returns. Furthermore, it is possible to respond based on the user's emotions, which is expected to improve customer satisfaction.

[1442] A "return request" is information that a user sends to the server in order to return a purchased item.

[1443] A "database" is a system that efficiently manages accumulated information and allows for searching and updating.

[1444] A "return label" is a label to be attached to a returned product, and contains necessary information such as the return address.

[1445] "Return address" is address information to which the user should send the returned product.

[1446] "User" means a person who uses the system to make a return request.

[1447] "Means for analyzing emotions" refers to technology or devices that determine a user's emotional state based on data such as facial expressions and tone of voice.

[1448] A "customized message" is a message created with content appropriate to the user's emotional state based on the results of emotion analysis.

[1449] "Returned product" refers to a product that a user returns based on a return request.

[1450] "Inspection" is the process in which the server checks the condition of the returned product and verifies whether it meets the return conditions.

[1451] The "refund procedure" is a process for refunding the purchase price of a product that has passed inspection to the user.

[1452] "Request status" is information that indicates the progress of the return request.

[1453] MODE FOR CARRYING OUT THE INVENTION

[1454] The AI ​​return assistant system of the present invention enables users to efficiently complete the return process and provides a high-quality user experience by providing personalized support based on the user's emotional state. Specific embodiments of the present invention are described below.

[1455] User submits a return request

[1456] Users access a return request form using a device such as a smartphone or PC. This form has fields for the order number, reason for return, product information, etc., and the user enters these required details. When the user clicks the submit button, the device sends the data in JSON format to the server. The device also uses a camera and microphone to collect the user's facial expressions and tone of voice, and sends this data to an emotion analysis engine. Sentiment analysis is performed using Azure Cognitive Services, AWS Rekognition, etc.

[1457] The server receives the request

[1458] The server receives a return request sent by the user. This request includes details such as the order number and reason for return, and stores it in a database (e.g., MySQL, PostgreSQL). It also stores the user's sentiment analysis results obtained from a sentiment analysis engine. If the request is successfully saved, the server sends the user a message confirming the request. This message contains customized wording based on the user's emotional state.

[1459] The server initiates the return process

[1460] The server processes the return request and begins the return process. Specifically, the server generates a return label and obtains the return address. This return label is generated using an API such as Adobe PDF Tools. The generated return label and address information are sent to the user, who can print the return label and attach it to the product. The server then updates the request status to "Processing."

[1461] The user returns the product

[1462] The user prints out the return label they receive, attaches it to the product appropriately, and then ships the product to the specified address, often using a delivery company such as FedEx or DHL.

[1463] The server confirms receipt of the returned item.

[1464] The server uses the delivery company's API to track the return status of the product. When the product arrives at the specified address, the server confirms its arrival. After arrival, the server inspects the returned product. It verifies that the product meets the return conditions, and if it passes inspection, it initiates the refund process.

[1465] Inspection and refund processing

[1466] For products that pass inspection, the server automatically refunds the purchase price using a payment service (e.g., Stripe or PayPal). Once the refund is complete, the server sends a refund completion notification to the user. This notification also includes customized text based on the results of sentiment analysis.

[1467] Emotion Engine Functions

[1468] The emotion engine analyzes the user's facial expressions, tone of voice, and language in real time to determine their emotional state. This information is used by the server to tailor its response to the user. For example, if the user is dissatisfied or angry, the server can send a quick response and a special message, and prioritize the refund process.

[1469] Examples of concrete examples and prompts

[1470] Here, as a specific example, the flow when the user inputs "The returned product was broken. The reason for return is 'defective'" is shown.

[1471] Prompt Sentence Examples

[1472] plain

[1473] A user entered "The product I want to return is broken. The reason for returning it is 'defective'" into the return request form. The emotion determined from the user's voice is "dissatisfied." Please generate a response that matches the user's emotional state.

[1474] By inputting this prompt into a generative AI model, a response message appropriate to the user's emotional state can be generated, providing an appropriate response to the user. In this way, the AI ​​return assistant system of the present invention enables users and businesses to efficiently and quickly manage the return process. Users can proceed with the return process hassle-free, and businesses can reduce their resource requirements and provide highly satisfying services.

[1475] The flow of the identification process in the second embodiment will be described with reference to FIG.

[1476] System program processing flow

[1477] Step 1: User submits return request

[1478] The user accesses the return request form from a smartphone or PC. The form has input fields for the order number, reason for return, product information, etc. The user enters this information and clicks the submit button.

[1479] Input: Order number, reason for return, product information

[1480] Data processing / data calculation: The device detects when the send button is clicked and converts the data into JSON format. At the same time, it uses the camera and microphone to collect the user's facial expressions and tone of voice.

[1481] Output: JSON format data and audio / video data

[1482] Step 2: The device sends the data to the server

[1483] The terminal transmits the collected data to the server in real time.

[1484] Input: JSON format data, audio and video data

[1485] Data processing / data calculation: The device transmits data using a network protocol (e.g., HTTPS).

[1486] Output: Data received by the server

[1487] Step 3: The server receives the request

[1488] The server receives a return request sent by the user.

[1489] Input: JSON format data, audio and video data

[1490] Data processing / data calculation: The server parses the JSON data and extracts the order number, reason for return, and product information. At the same time, it uses a sentiment analysis engine (e.g., Azure Cognitive Services) to analyze the audio and video data and determine the user's emotional state.

[1491] Output: Order number, reason for return, product information, and user's emotional state stored in the database

[1492] Step 4: The server saves the request to the database

[1493] The server stores the analyzed data in a database.

[1494] Input: Order number, reason for return, product information, user's emotional state

[1495] Data processing / data calculation: The server stores data using a database system such as MySQL or PostgreSQL.

[1496] Output: Information stored in a database

[1497] Step 5: The server sends a request accepted message

[1498] The server sends the user a message confirming the request, which includes customized wording based on the sentiment analysis results.

[1499] Input: User's emotional state

[1500] Data processing / data calculation: The server generates prompts and uses generative AI models to create customized messages (e.g., "We apologize for the inconvenience. Your return has been initiated.").

[1501] Output: Customized acceptance message

[1502] Step 6: The server generates a return label

[1503] The server generates a return label and obtains the necessary return address information.

[1504] Input: Order number, reason for return, product information

[1505] Data processing / data calculation: The server calls a return label generation API (e.g., Adobe PDF Tools API) to create a return label.

[1506] Output: Generated return label, return address

[1507] Step 7: The server sends the user a return label

[1508] The server will generate a return label and send it to the user with a return address.

[1509] Input: Return label, return address

[1510] Data processing / data calculation: The server sends the data to the user via email or mobile app.

[1511] Output: The return label and address the user received

[1512] Step 8: User returns the item

[1513] The user prints the return label, attaches it to the product, and ships the product to the specified address via a delivery company.

[1514] Input: Return label, product

[1515] Data processing / data calculation: The user prints labels, packs and ships the products.

[1516] Output: Returned product

[1517] Step 9: The server confirms receipt of the returned item

[1518] The server uses the shipping company's API to track the return status of the product and confirm receipt.

[1519] Input: Returned item

[1520] Data processing / data calculation: The server calls the delivery company's tracking API and obtains the product status.

[1521] Output: Product receipt confirmation information

[1522] Step 10: The server inspects the product.

[1523] The server inspects the returned products to ensure they meet the requirements.

[1524] Input: Returned item

[1525] Data processing / data calculation: The server inspects the condition of the product and checks whether it complies with the return conditions.

[1526] Output: Inspection results

[1527] Step 11: The server initiates the refund process

[1528] For products that pass inspection, the server will begin the refund process through the payment service.

[1529] Input: Inspection results

[1530] Data processing / data calculation: The server calls a payment API such as Stripe or PayPal and processes the refund.

[1531] Output: Refund process

[1532] Step 12: The server sends a refund completion notification

[1533] Once the refund is complete, the server sends a refund completion notification to the user.

[1534] Input: Refund procedure completion notification

[1535] Data processing / data calculation: The server generates prompts and uses generative AI models to create customized messages.

[1536] Output: Refund completion notification

[1537] (Application example 2)

[1538] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1539] Conventional return systems have not been able to fully alleviate the frustration and stress users feel when going through the return process. Furthermore, they provide a uniform response without considering the user's emotional state, resulting in a poor user experience. Especially in the case of online shopping sites, where face-to-face interaction is not possible, users often express strong dissatisfaction. This has forced companies to allocate significant resources to handling complaints and managing returns.

[1540] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 2 is realized by the following means.

[1541] In this invention, the server includes means for receiving a return request, means for storing details of the return request in a database, means for generating a return label, means for acquiring a return address, means for capturing a user's facial expressions and tone of voice to analyze the user's emotional state, means for generating analysis results using an emotion engine, means for sending the return label and return address to the user, means for sending a customized message to the user based on the user's emotional state, means for confirming receipt of the returned item, means for inspecting the received item, means for initiating a refund procedure if there are no problems, and means for updating the request status. This allows for flexible responses tailored to the user's emotional state throughout the return process, improving the user experience. Furthermore, it also allows companies to handle complaints efficiently and appropriately, optimizing resources.

[1542] "Return Request" means a request submitted by a User to return a purchased item.

[1543] A "database" is a collection of data that systematically manages and stores details of return requests, user information, and the like.

[1544] A "return label" is a label that includes identification information and return address information that is attached to a returned product.

[1545] "Return address" is the address information of the company or organization to which the returned product should be sent.

[1546] An "emotion engine" is software or an algorithm that analyzes a user's facial expressions, tone of voice, and choice of words to determine their emotional state.

[1547] A "customized message" is a message whose content is adapted or changed based on the user's emotional state.

[1548] "Inspection" is the process of checking whether the returned product meets the return conditions.

[1549] The "refund procedure" is a procedure for returning the amount paid for the returned product to the user.

[1550] "Request Status" is status information that indicates the current stage of the return request.

[1551] "Means for capturing the user's facial expressions and tone of voice" refers to technology that performs facial recognition and voice analysis of the user to obtain data for determining their emotional state.

[1552] A "generative AI model" is an artificial intelligence model that analyzes a user's emotional state and generates customized messages.

[1553] The present invention is a system that allows users to easily carry out return procedures and, by combining it with an emotion engine, provides responses that match the user's emotional state. This system is designed to operate effectively, especially on online shopping sites.

[1554] System Configuration

[1555] This system operates by combining a server, a user's device (smartphone or PC), and an emotion engine. The server is responsible for the main processes such as accepting return requests, storing them in a database, generating return labels, and managing the refund procedure. The user's device is used to input information into the return form and communicate with the server.

[1556] Hardware and Software

[1557] Hardware: Smartphone or PC

[1558] Software: EmotionRecognizer library, ReturnProcess library, Python requests module

[1559] Process flow and technical details

[1560] 1. Submitting a return request

[1561] The user uses a terminal to access a return request form, which provides fields for entering purchase information and the reason for return.

[1562] Once the input is complete, the user clicks the send button to send the data to the server, with the emotion engine capturing the user's facial expressions and tone of voice.

[1563] 2. Server-side processing

[1564] The server stores the details of the received return request in a database. If the storage is successful, the server sends the user a message acknowledging the request. This message is customized according to the user's emotional state as analyzed by the emotion engine.

[1565] The server generates a return label and sends it along with the return address to the user, who then prints the label, affixes it to the item, and sends it to the specified address.

[1566] 3. Checking and inspecting the returned product

[1567] The server confirms receipt of the returned product and inspects it. It checks whether the product's condition meets the return conditions, and if it does, it starts the refund procedure. If it does not meet the conditions, it notifies the user.

[1568] 4. Use of Emotion Engine

[1569] The emotion engine uses facial recognition and voice analysis to determine the user's emotional state in real time, which is reflected in the server's response, enabling quick responses and customized messages to reduce user frustration.

[1570] Specific examples

[1571] An example of a text prompt is:

[1572] Please enter your reason for return:

[1573] "Recognizing emotions...analyzing facial expressions and tone of voice."

[1574] "Request accepted: "

[1575] In this way, the system of the present invention can improve the user experience by providing an efficient return process while taking into account the user's emotional state, while also reducing the burden on businesses and enabling more efficient operations.

[1576] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[1577] Step 1:

[1578] The user uses a terminal to access the return request form. The user enters the necessary information into the form, such as the order number, reason for return, and product information. The terminal acquires this entered data (input) and prepares it for transmission to the server (data processing).

[1579] Step 2:

[1580] The device sends the user's input data to the server. At this time, the device analyzes the user's facial expressions and tone of voice and sends related data to the emotion engine. The server receives the sent data (input).

[1581] Step 3:

[1582] The details of the return request received by the server (user ID, product ID, reason for return, etc.) are saved in the database. This database saving process (data processing) causes the formatted data to be permanently stored (output).

[1583] Step 4:

[1584] After the server confirms the successful saving, it sends a request acceptance message to the user based on the user's emotional state analyzed by the emotion engine. The emotion engine analyzes the user's emotional data (data calculation) and generates an appropriate message (output). The server then sends that message to the user's device.

[1585] Step 5:

[1586] The server processes the return request and generates a return label and return address (data processing). The server sends the generated return label and address information (input) to the user (output). The user receives this, prints the label, and attaches it to the product.

[1587] Step 6:

[1588] The user ships the product to the address specified. The server receives and stores the shipping confirmation information (input).

[1589] Step 7:

[1590] The server confirms receipt of the returned product. It inspects the condition of the received product and checks whether it meets the return conditions. It stores the inspection data (input) and obtains the inspection results (output).

[1591] Step 8:

[1592] The server starts the refund procedure based on the inspection results. If the inspection passes, the server performs the refund process (data calculation) and sends a refund completion notification to the user (output). This notification also uses a message customized by the emotion engine.

[1593] Step 9:

[1594] The server updates the status of the request. The progress at each stage of the return process (input) is stored in a database, and the user can view the updated status (output) in real time on their device.

[1595] The above are the specific processing steps of the system that realizes the application example.

[1596] The specific processing unit 290 transmits the result of the specific processing to the robot 414. In the robot 414, the control unit 46A causes the speaker 240 and the control target 443 to output the result of the specific processing. The microphone 238 acquires voice indicating a user input regarding the result of the specific processing. The control unit 46A transmits voice data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the voice data.

[1597] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[1598] In the above embodiment, an example was given in which the specific processing is performed by the data processing device 12, but the technology of the present disclosure is not limited to this, and the specific processing may be performed by the robot 414.

[1599] The emotion identification model 59 as an emotion engine may determine the user's emotion according to a specific mapping. Specifically, the emotion identification model 59 may determine the user's emotion according to an emotion map (see FIG. 9), which is a specific mapping. Similarly, the emotion identification model 59 may determine the robot's emotion, and the identification processing unit 290 may perform identification processing using the robot's emotion.

[1600] FIG. 9 is a diagram illustrating an emotion map 400 on which multiple emotions are mapped. In the emotion map 400, emotions are arranged in concentric circles radiating from the center. Emotions closer to the center of the concentric circles are more primitive. Emotions representing states and actions arising from a state of mind are arranged on the outer edges of the concentric circles. The concept of emotion includes both affect and mental states. Emotions generally generated from reactions occurring in the brain are arranged on the left side of the concentric circles. Emotions generally induced by situational judgment are arranged on the right side of the concentric circles. Emotions generally generated from reactions occurring in the brain and induced by situational judgment are arranged on the upper and lower sides of the concentric circles. Furthermore, the emotion of "pleasure" is arranged on the upper side of the concentric circles, and the emotion of "discomfort" is arranged on the lower side. In this way, in the emotion map 400, multiple emotions are mapped based on the structure by which emotions are generated, and emotions that tend to occur simultaneously are mapped close to each other.

[1601] These emotions are distributed in the 3 o'clock direction on emotion map 400, and typically fluctuate between relief and anxiety. In the right half of emotion map 400, situational awareness dominates over internal sensations, resulting in a sense of calm.

[1602] The inside of emotion map 400 represents what is going on in the mind, and the outside of emotion map 400 represents behavior, so the further you go outside emotion map 400, the more visible the emotions become (the more they are expressed in behavior).

[1603] Human emotions are based on various balances, such as posture and blood sugar levels. When these balances deviate from the ideal, a state of discomfort is indicated, and when they approach the ideal, a state of pleasure is indicated. Emotions can also be created for robots, automobiles, and motorcycles, based on various balances, such as posture and remaining battery life. When these balances deviate from the ideal, a state of discomfort is indicated, and when they approach the ideal, a state of pleasure is indicated. An emotion map can be generated, for example, based on Dr. Mitsuyoshi's emotion map (Research on Voice Emotion Recognition and Emotional Brain Physiological Signal Analysis Systems, Tokushima University, Doctoral Dissertation: https: / / ci.nii.ac.jp / naid / 500000375379). The left half of the emotion map lists emotions belonging to the "reaction" domain, where sensation is dominant. The right half of the emotion map lists emotions belonging to the "situation" domain, where situational awareness is dominant.

[1604] The emotion map defines two emotions that promote learning. One is a negative emotion on the situation side, around the middle of "repentance" or "reflection." In other words, this occurs when the robot experiences negative emotions such as "I never want to feel this way again" or "I don't want to be scolded again." The other is a positive emotion on the response side, around "desire." In other words, this occurs when the robot experiences positive feelings such as "I want more" or "I want to know more."

[1605] The emotion identification model 59 inputs user input into a pre-trained neural network, obtains emotion values ​​indicating each emotion shown in the emotion map 400, and determines the user's emotion. This neural network is pre-trained based on multiple pieces of training data that are combinations of user input and emotion values ​​indicating each emotion shown in the emotion map 400. Furthermore, this neural network is trained so that emotions that are located close to each other have similar values, as in the emotion map 900 shown in FIG. 10. FIG. 10 shows an example in which multiple emotions, "relieved," "calm," and "reassuring," have similar emotion values.

[1606] The system according to the present disclosure has been described above mainly with respect to the functions of the data processing device 12, but the system according to the present disclosure is not necessarily implemented on a server. The system according to the present disclosure may be implemented as a general information processing system. The present disclosure may be implemented, for example, as a software program running on a personal computer or an application running on a smartphone, etc. The method according to the present disclosure may be provided to users in the form of SaaS (Software as a Service).

[1607] In the above embodiment, an example was given in which the specific processing is performed by one computer 22, but the technology of the present disclosure is not limited to this, and the specific processing may be distributed and performed by a plurality of computers including the computer 22. For example, the data generation model 58 may be provided in an external device of the data processing device 12, and data may be generated in the external device in accordance with input data.

[1608] In the above embodiment, an example in which the specific processing program 56 is stored in the storage 32 has been described, but the technology of the present disclosure is not limited to this. For example, the specific processing program 56 may be stored in a portable, computer-readable, non-transitory storage medium such as a USB (Universal Serial Bus) memory. The specific processing program 56 stored in the non-transitory storage medium is installed in the computer 22 of the data processing device 12. The processor 28 executes the specific processing in accordance with the specific processing program 56.

[1609] Alternatively, the specific processing program 56 may be stored in a storage device such as a server connected to the data processing device 12 via the network 54, and the specific processing program 56 may be downloaded and installed on the computer 22 in response to a request from the data processing device 12.

[1610] It is not necessary to store all of the specific processing program 56 in a storage device such as a server connected to the data processing device 12 via the network 54, or to store all of the specific processing program 56 in the storage 32; only a portion of the specific processing program 56 may be stored.

[1611] The hardware resource for executing a specific process can be any of the following processors: An example of a processor is a CPU, which is a general-purpose processor that functions as a hardware resource for executing a specific process by executing software, i.e., a program. Another example of a processor is a dedicated electrical circuit, such as an FPGA (Field-Programmable Gate Array), a PLD (Programmable Logic Device), or an ASIC (Application Specific Integrated Circuit), which is a processor with a circuit configuration designed specifically for executing a specific process. Each processor has built-in or connected memory, and each processor uses the memory to execute the specific process.

[1612] The hardware resource that executes the specific processing may be configured with one of these various processors, or may be configured with a combination of two or more processors of the same or different types (for example, a combination of multiple FPGAs, or a combination of a CPU and an FPGA). Also, the hardware resource that executes the specific processing may be a single processor.

[1613] As an example of a system configured with a single processor, first, one processor is configured by combining one or more CPUs and software, and this processor functions as a hardware resource that executes a specific process. Second, there is a system that uses a processor that realizes the functions of an entire system including multiple hardware resources that execute a specific process on a single IC chip, as typified by SoC (System-on-a-chip). In this way, a specific process is realized using one or more of the above-mentioned various processors as hardware resources.

[1614] Furthermore, the hardware structure of these various processors can be, more specifically, an electric circuit that combines circuit elements such as semiconductor devices. The specific processing described above is merely an example. Therefore, it goes without saying that unnecessary steps may be deleted, new steps may be added, or the processing order may be rearranged, without departing from the spirit of the invention.

[1615] The above-described description and illustrations are a detailed explanation of the parts related to the technology of the present disclosure and are merely an example of the technology of the present disclosure. For example, the above description of the configuration, functions, actions, and effects is an explanation of an example of the configuration, functions, actions, and effects of the parts related to the technology of the present disclosure. Therefore, it goes without saying that unnecessary parts may be deleted, new elements may be added, or replacements may be made to the above-described description and illustrations within the scope of the gist of the technology of the present disclosure. Furthermore, to avoid confusion and facilitate understanding of the parts related to the technology of the present disclosure, the above-described description and illustrations omit explanations of common technical knowledge that do not require particular explanation to enable the implementation of the technology of the present disclosure.

[1616] All publications, patent applications, and technical standards mentioned in this specification are herein incorporated by reference to the same extent as if each individual publication, patent application, or technical standard was specifically and individually indicated to be incorporated by reference.

[1617] The following is further disclosed regarding the above embodiment.

[1618] (Claim 1)

[1619] a means for receiving return requests;

[1620] A means of storing the return request details in a database; and

[1621] means for generating a return label;

[1622] a means for obtaining a return address;

[1623] means for transmitting a return label and return address to the user;

[1624] A means of confirming receipt of the returned item; and

[1625] a means for inspecting the received goods;

[1626] How to initiate a refund if there are no issues, and

[1627] A means to update the status of the request;

[1628] A system including:

[1629] (Claim 2)

[1630] 10. The system of claim 1, further comprising: a system for sending a message to the user confirming acceptance of the return request after saving the return request details.

[1631] (Claim 3)

[1632] 2. The system of claim 1, wherein a refund completion notice is sent to the user if the returned product passes inspection.

[1633] "Example 1"

[1634] (Claim 1)

[1635] a means for receiving return requests;

[1636] A means of storing the return request details in a database; and

[1637] means for generating a return label;

[1638] a means for obtaining a return address;

[1639] means for transmitting a return label and return address to the user;

[1640] A means of confirming receipt of the returned item; and

[1641] a means for inspecting the received goods;

[1642] How to initiate a refund if there are no issues, and

[1643] A means to update the status of the request;

[1644] means for sending a message to the user acknowledging the request;

[1645] means for sending a refund completion notification to the user;

[1646] A system including:

[1647] (Claim 2)

[1648] 10. The system of claim 1, further comprising: a system for sending a message to the user confirming acceptance of the return request after saving the return request details.

[1649] (Claim 3)

[1650] 2. The system of claim 1, wherein a refund completion notice is sent to the user if the returned product passes inspection.

[1651] "Application Example 1"

[1652] (Claim 1)

[1653] a means for receiving return requests;

[1654] A means of storing the return request details in a database; and

[1655] means for generating a return label;

[1656] a means for obtaining a return address;

[1657] means for transmitting a return label and return address to the user;

[1658] A means of confirming receipt of the returned item; and

[1659] a means for inspecting the received goods;

[1660] How to initiate a refund if there are no issues, and

[1661] A means to update the status of the request;

[1662] A means for checking and notifying the progress of the return procedure;

[1663] A system including:

[1664] (Claim 2)

[1665] 10. The system of claim 1, further comprising: a system for sending a message to the user confirming acceptance of the return request after saving the return request details.

[1666] (Claim 3)

[1667] 2. The system of claim 1, wherein a refund completion notice is sent to the user if the returned product passes inspection.

[1668] "Example 2: Combining Emotion Engines"

[1669] (Claim 1)

[1670] a means for receiving return requests;

[1671] A means of storing the return request details in a database; and

[1672] means for generating a return label;

[1673] a means for obtaining a return address;

[1674] means for transmitting a return label and return address to the user;

[1675] A means for analyzing user emotions;

[1676] means for generating a customized message based on the analysis results;

[1677] A means of confirming receipt of the returned item; and

[1678] a means for inspecting the received goods;

[1679] How to initiate a refund if there are no issues, and

[1680] A means to update the status of the request;

[1681] A system including:

[1682] (Claim 2)

[1683] 10. The system of claim 1, further comprising: after saving the return request details, sending a message to the user confirming acceptance of the request.

[1684] (Claim 3)

[1685] 2. The system of claim 1, wherein a refund completion notice is sent to the user if the returned product passes inspection.

[1686] "Application example 2 when combining emotion engines"

[1687] (Claim 1)

[1688] a means for receiving return requests;

[1689] A means of storing the return request details in a database; and

[1690] means for generating a return label;

[1691] a means for obtaining a return address;

[1692] means for capturing a user's facial expression and tone of voice for analyzing the user's emotional state;

[1693] means for generating an analysis result using an emotion engine;

[1694] means for transmitting a return label and return address to the user;

[1695] means for sending a customized message to the user according to the user's emotional state;

[1696] A means of confirming receipt of the returned item; and

[1697] a means for inspecting the received goods;

[1698] How to initiate a refund if there are no issues, and

[1699] A means to update the status of the request;

[1700] A system including:

[1701] (Claim 2)

[1702] 10. The system of claim 1, wherein after saving the return request details, the system sends a customized request acceptance message based on the user's emotional state.

[1703] (Claim 3)

[1704] 10. The system of claim 1, wherein if the returned product passes inspection, a customized refund completion notification is sent based on the user's emotional state. [Explanation of symbols]

[1705] 10, 210, 310, 410 Data Processing Systems 12 Data Processing Device 14 Smart Devices 214 Smart Glasses 314 Headset-type terminal 414 Robot< / url:> < / url:> < / url:> < / url:>

Claims

1. a means for receiving return requests; A means of storing the return request details in a database; and a means for generating a return label; a means for obtaining a return address; means for transmitting a return label and return address to the user; A means of confirming receipt of the returned item; and a means for inspecting the received goods; How to initiate a refund if there are no issues, and A means to update the status of the request; A system including:

2. 10. The system of claim 1, further comprising: a system for sending a message to the user acknowledging the return request after saving the return request details.

3. The system according to claim 1, wherein a refund completion notice is sent to the user when the returned product passes inspection.

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