Business support systems, business support methods, and programs

Abstract

To provide a business support system that enables high-level customer service regardless of employee capabilities. [Solution] The business support system according to this disclosure comprises: job type setting means for setting the job type of a hotel employee wearing a wearable device; identification means for identifying hotel customers from images captured by a camera; generation means for generating customer support information based on the customer information of the identified customer and the set job type of the hotel employee; and output means for outputting the generated customer support information to the wearable device.

Description

Technical Field

[0001] This disclosure relates to a business support system and the like.

Background Art

[0002] In the hotel industry, smooth communication between employees and customers is important for improving customer satisfaction. In particular, for repeat customers, it is required to provide personalized service by appropriately remembering the customer's name and initiating a conversation while taking into account the customer's past stay history and preferences. To achieve such high-quality communication, employees with rich experience and excellent memory are needed.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In a method that depends on the experience and memory of employees, the quality of communication is likely to vary. And in the face of a labor shortage, it is not realistic to require all employees to have a high level of ability. On the other hand, a method of providing customer service while checking customer information on a device such as a smartphone can be considered, but this may prevent eye contact with the customer and may hinder the natural flow of communication. Also, there is a risk of missing non-verbal information that can be read from the customer's expression and attitude due to being distracted by the operation of the device.

[0005] One object of this disclosure is to provide a business support system and the like that enables high-level customer service without depending on the ability of employees.

Means for Solving the Problems

[0006] A business support system in one aspect of this disclosure includes job type setting means for setting the job type of a hotel employee wearing a wearable device, identification means for identifying hotel customers from images captured by a camera, generation means for generating customer support information based on the identified customer's information and the set job type of the hotel employee, and output means for outputting the generated customer support information to the wearable device.

[0007] A business support method in one aspect of this disclosure involves setting the job title of a hotel employee wearing a wearable device, identifying hotel customers from images captured by the camera, generating customer support information based on the identified customer information and the set job title of the hotel employee, and outputting the generated customer support information to the wearable device.

[0008] A program in one aspect of this disclosure causes a computer to perform the following processes: set the job title of a hotel employee wearing a wearable device; identify hotel guests from images captured by a camera; generate customer service support information based on the identified guests' customer information and the set job title of the hotel employee; and output the generated customer service support information to the wearable device. The program may be stored on a computer-readable non-temporary recording medium. [Effects of the Invention]

[0009] One example of the benefits of this disclosure is that it enables high-level customer service regardless of the individual employee's capabilities. [Brief explanation of the drawing]

[0010] [Figure 1] This is an explanatory diagram showing an example of connecting a business support system to other devices. [Figure 2] This is a diagram showing examples of business support system configurations. [Figure 3] This figure shows an example of customer service support information. [Figure 4]This flowchart shows an example of how the business support system works. [Figure 5] This is an explanatory diagram illustrating examples of how business support systems are used. [Figure 6] This is a block diagram showing other configuration examples for business support systems. [Figure 7] This flowchart shows other examples of how the business support system works. [Figure 8] This is a block diagram showing other configuration examples for business support systems. [Figure 9] This flowchart shows other examples of how the business support system works. [Figure 10] This is a block diagram showing other configuration examples for business support systems. [Figure 11] This flowchart shows other examples of how the business support system works. [Figure 12] This is a block diagram showing an example of a computer hardware configuration. [Modes for carrying out the invention]

[0011] [Embodiment 1] The business support system 1 disclosed herein can be applied to support the work of hotel employees providing services to customers within a hotel. In this specification, "hotel" refers to a commercial establishment that provides accommodation to travelers and temporary visitors. Hotels targeted by this system include not only general accommodations but also resort hotels, business hotels, long-stay hotels, and boutique hotels. Hotels may also have ancillary facilities such as restaurants, conference rooms, spas, and fitness facilities in addition to accommodations. This system is applicable in a comprehensive service environment that includes these diverse hotel types and ancillary facilities. For example, the business support system 1 provides customer service support information to a wearable device 30 worn by an employee, supporting high-level communication by the employee while maintaining natural dialogue between the employee and the customer.

[0012] Using FIG. 1, a connection example between the business support system 1 in the present disclosure and other devices will be described. The business support system 1 is communicably connected to a camera 20, a wearable device 30, and a customer database 40. Further, the business support system 1 is communicably connected to an employee database 50 as needed.

[0013] The camera 20 takes images of customers in the hotel. As the camera 20, either a camera mounted on smart glasses worn by hotel employees or a surveillance camera system installed in the hotel can be used. When the lighting conditions are poor, it becomes difficult to take pictures of customers by the camera 20, and there is a possibility that the identification of customers described later cannot be accurately performed. In case of poor lighting conditions, an infrared camera may be used in combination with the camera 20 so that customers can be photographed even in the dark.

[0014] The wearable device 30 is a device worn by hotel employees and provides information to the employees. In one example, the wearable device 30 is smart glasses equipped with a transmissive display as a display unit and displays information superimposed on the field of view of the employee. Further, the smart glasses may be equipped with a built-in camera, a microphone, a speaker, etc., and may also have voice recognition and voice output functions. As the wearable device 30, an ear monitor that provides information by voice may be used. The wearable device 30 has a wireless communication function and can exchange data with the business support system 1 in real time.

[0015] The customer database 40 stores customer information regarding customers. In the present disclosure, a customer refers to a person who uses the facilities and services of a hotel. Specifically, it includes current guests, reserved guests with accommodation plans, day visitors who use the restaurants and facilities within the hotel, individuals registered in the hotel's membership program, etc. Customer information specifically includes basic customer information (name, age, nationality, etc.), reservation information, history information, customer preference information, loyalty program information, etc. Reservation information is information about the services related to the customer's current stay. Reservation information includes accommodation dates, room types, special requests, scheduled check-in and check-out times, and companion information. History information is information about services in past stays and includes services used, feedback content, special requests, etc. Loyalty program information refers to information related to the program (member number, accumulated points, member status, etc.) when the customer participates in the hotel's loyalty program. Also, the stored customer information may include information related to the current stay, payment-related information, and communication history. The customer database 40 is, for example, constructed on the cloud and managed in a secure environment. The business support system 1 can access the customer database 40 as needed and obtain the latest customer information.

[0016] The employee database 50 has information of a plurality of employees working at the hotel pre-registered. Employee information includes an employee ID (Identifier) for identifying the employee, name, job type, etc. The job type is the role and business field of the employee in the hotel. For example, front desk staff, concierge, bell staff, restaurant staff, housekeeping staff, doorman, security staff, facility management staff, etc. are registered. Also, the number of years of experience, language ability, specialized skills, etc. of each employee may also be registered.

[0017] Using FIG. 2, a configuration example of the business support system 1 in the present disclosure will be described. As shown in FIG. 2, the business support system 1 includes an occupation setting unit 11, a specifying unit 12, a generating unit 13, and an output unit 14.

[0018] The job classification unit 11 sets the job classification of hotel employees who wear the wearable device 30. For example, the job classification unit 11 identifies employees who wear the wearable device 30. Then, it refers to the employee database 50 and sets the job classification of the identified hotel employee in the business support system 1 for the next processing.

[0019] There are various approaches to identifying employees wearing the wearable device 30. First, one method involves using the authentication information the employee uses when logging into the wearable device 30. Specifically, biometric authentication (such as facial recognition, iris recognition, fingerprint recognition, voice recognition, or ear acoustic recognition) is possible. It is also possible to use information from the ID card the employee carries. Specifically, the employee can be identified by holding the RFID tag on their ID card up to the wearable device 30. Furthermore, a method can be adopted in which the camera 20 of the wearable device 30 reads the card. These methods may be combined.

[0020] Employee identification is performed, for example, when the wearable device 30 is powered on, after a certain period of time has elapsed, or when an employee manually requests identification. Employee identification should only be performed as needed.

[0021] If each employee is assigned a wearable device 30, instead of using login authentication information, the job type setting unit 11 can use the employee ID information and job type information set on the terminal to set the job type.

[0022] The wearable device 30 may be equipped with a manual job type switching function. The wearable device 30 displays multiple job types for selection, allowing employees to switch the displayed information as needed. Switching operations may be possible not only by touch, but also by gestures or voice recognition. This allows for flexibility even when employees temporarily perform tasks in different job types.

[0023] The identification unit 12 identifies customers from images captured by the camera 20. For example, the identification unit 12 identifies individuals using facial recognition technology. In facial recognition, the identification unit 12 detects the face region of a person within the image. Then, it extracts feature points from the detected face region and generates a facial feature vector. The identification unit 12 compares the extracted feature vector with the customer's face data registered in the customer database 40 and identifies customers whose data matches.

[0024] The identification unit 12 may also use methods other than facial recognition as auxiliary methods. For example, the identification unit 12 can improve the accuracy of identification by performing a combined authentication of facial recognition and voice authentication. By also detecting RFID (Radio Frequency Identification) tags carried by the customer and short-range wireless communication with the customer's smartphone, more reliable customer identification can be achieved.

[0025] The identification unit 12 can use a fingerprint authentication system or a code recognition system instead of facial recognition technology. For example, one possible method is to issue a special two-dimensional code to the customer at check-in and identify the customer by reading it.

[0026] The customers identified by the identification unit 12 include, for example, customers who are near hotel employees. Here, individuals who are identified as not being hotel employees may also be identified as customers. Nearby customers may include customers who are within a predetermined distance from hotel employees. This predetermined distance may be, for example, within a radius of 5 meters centered on an employee. This distance can be adjusted as appropriate depending on the size and environment of the hotel. Nearby customers may also include customers who are within the line of sight of hotel employees. This includes not only customers who are directly face-to-face, but all customers who are visible in the same space. Furthermore, customers who are in a position where employees can respond immediately, regardless of physical distance, are also targeted for identification. For example, customers waiting in line at the front desk counter or customers waiting in the lobby. Customers who share the same functional space as employees, such as in the same restaurant, the same elevator hall, or the same lounge, may also be targeted. However, identified customers do not necessarily have to be near hotel employees; customers in a predetermined area can also be targeted. In this case, it is conceivable that employees in an area different from the area where the customer is located may head towards that area. These include both cases where an employee photographs a customer using the camera on their smart glasses, and cases where an employee is close to the location where a camera installed within the hotel photographs a customer.

[0027] The generation unit 13 generates customer support information based on the identified customer information and the employee's job title. Customer support information is a general term for information necessary for hotel employees to communicate effectively with customers. This information is diverse, including customer personal information (name, stay history, etc.), customer preferences and requests, facility information, service descriptions, and conversation starters. Customer support information enables employees to provide personalized services tailored to each customer while maintaining natural conversation. This information is provided in real time as needed through wearable devices worn by employees.

[0028] Customer service support information includes information that employees use to guide customers. Specifically, this information includes facility guides and explanations of procedures. Customer service support information may also include conversation-facilitating information to facilitate communication with customers. Specifically, this may include information for asking about the food or inquiring about the customer's recent activities. Furthermore, customer service support information may include the customer's name, allowing employees to address the customer directly.

[0029] The generation unit 13 generates customer service support information tailored to each employee's job type, for example, by using a job-specific information filtering function. For instance, front desk employees are given priority access to reservation status and detailed room information, while concierges are given priority access to information about surrounding facilities and transportation. An optimized information set is prepared for each job type.

[0030] In generating customer service support information, for example, the generation unit 13 retrieves customer information from the customer database 40. This customer information includes, for example, the customer's name, preferences, loyalty status, reservation information, and customer service usage history. The generation unit 13 then personalizes the customer service support information based on this customer information.

[0031] The customer service support information generated by the generation unit 13 can be designed to provide hints for guiding natural conversation. In one example, the customer service support information provides topics that can serve as conversation starters, providing a catalyst for starting a conversation. In another example, the customer service support information may include open-ended questions to facilitate dialogue with the customer. In yet another example, the generation unit 13 generates concise customer service support information to facilitate communication with the customer. This information is provided in the form of short text or icons that can be displayed on smart glasses. Below, Figure 3 shows examples of customer service support information for each job type.

[0032] Referring to Figure 3, for example, for front desk staff, concise customer service support information such as "Mr. / Ms. XX, VIP status," "Previous request: Humidifier," "View OK?", and "Upgrade available" is generated based on customer information such as the customer's name, VIP status, past requests, and previous stay information. VIP (Very Important Person) status refers to an indicator of the importance or priority of a customer, as determined by the hotel. This is determined independently by the hotel based on the customer's past usage history, payment amount, and special circumstances (e.g., celebrity, important business partner). By displaying the generated information, staff can immediately grasp the importance and individual needs of the customer and take appropriate action.

[0033] Similarly, the concierge is provided with information such as restaurant names like "Art Exhibition" or "Sunny Sightseeing?" based on the customer's hobbies, preferences, and past restaurant visits. For restaurant staff, information such as previously served menus, chef's recommendations, and allergy information is generated, taking into account the customer's dietary preferences and allergy information.

[0034] For bell staff and housekeeping staff, important time-related information such as "Luggage storage until 3:00 PM" and "Check-out until 11:00 AM" is generated based on specific information about the customer's stay (check-in / check-out times, luggage information, etc.).

[0035] For doormen, security staff, and facility management staff, the system generates information that focuses on customer safety and comfort, such as "rain forecast," "caution regarding nearby events," "air conditioning maintenance in progress," and "noise warning between 13:00 and 15:00," which are useful for alerts and announcements.

[0036] This customer service support information concisely outlines conversation starters and points to note when employees in each job category interact with customers. The generation unit 13 combines the latest customer information obtained from the customer database 40 with the configured employee job category information to generate appropriate customer service support information in real time.

[0037] As described above, the generation unit 13 takes into account the characteristics of each job type and generates concise customer service support information that can be displayed on smart glasses. This provides necessary information without obstructing the hotel employee's field of vision, enabling employees to engage in natural conversations with customers. Short texts and icons immediately suggest the direction and key points of the conversation to the employee, supporting smoother and more personalized communication.

[0038] The generation unit 13 can have even more diverse functions. For example, the generation unit 13 may adjust the information according to the employee's experience level. For instance, it may provide less experienced employees with more detailed conversation guidelines and display only keywords to veteran employees, generating information in a way that each employee can use more effectively.

[0039] The generation unit 13 may have a function to learn the content of employee-customer conversations that have been recognized using speech recognition technology and stored in the customer database 40. This makes it possible to generate customer service support information based on the learning results of insights such as what kind of conversation is effective for each customer. Specifically, it learns conversation patterns that elicited good customer responses and customer service that was effective in specific situations, and generates information that can be applied to other employees in similar situations. Furthermore, the generation unit 13 can also implement a function to mimic the customer service skills of skilled employees. It analyzes the customer service patterns of excellent employees, extracts their characteristics, and reflects them in customer service support information for other employees.

[0040] The generation unit 13 manages customer nationality and language information, and for foreign customers, it may generate customer service support information in the customer's native language or a designated language. Furthermore, some customers who value privacy may not want their personal information used by the system. Therefore, the business support system 1 may be given a function to set the information display level for each customer. Additionally, an opt-out function may be implemented to restrict the use of customer information according to customer requests.

[0041] The output unit 14 outputs the customer service support information generated by the generation unit 13 to a wearable device 30 worn by a hotel employee. For example, the output unit 14 uses the smart glasses' transparent display control system to display the generated information on the smart glasses' display. The displayed information is mainly in text format and is represented by concise strings of characters and icons so that employees can understand it instantly.

[0042] The output unit 14 places customer service support information in an appropriate location so as not to obstruct the employee's field of vision. For example, by displaying the information near the customer's face, employees can check the information without having to move their eyes significantly.

[0043] The output unit 14 may display a frame around the face of the identified customer and output customer service support information about that customer. For example, the output unit 14 may place the customer service support information near or inside the frame. This makes it immediately clear which customer the information pertains to.

[0044] The output unit 14 may prioritize the display. High-priority information is displayed in a prominent position and size, while lower-priority information is displayed more subtly. High-urgency information is displayed to attract attention through flashing lights or color changes. The output unit 14 may also update the displayed content in real time according to the progress of the conversation with the customer and changes in the situation. Unnecessary information is automatically deleted, and newly required information is displayed.

[0045] Below are examples of output and what employees say: Examples of front desk staff: Output: "Mr. Yamada, VIP" "Previous visit: Humidifier" "Is the view OK?" Employee's response: "Welcome back, Mr. / Ms. Yamada. We have prepared the humidifier you requested last time in your room again this time. The view from your room is the same as last time, facing the sea. Is that alright?" Examples of concierges: Output content: "Mr. Suzuki", "Museum lover", "New exhibition" Employee's statement: "Mr. Suzuki, we've been expecting you. I understand you enjoy art museums, and a new exhibition is starting at the municipal art museum tomorrow. Are you interested?" Restaurant staff example: Output: "Mr. / Ms. Sato", "Allergy: Nuts", "Previous: Seafood" Employee's statement: "Mr. Sato, today's recommendation is the seafood platter. We understand you enjoyed it last time. Please rest assured that it does not contain any nuts." Employees in other job roles also speak according to the output content.

[0046] Next, the operation of the business support system 1 related to this disclosure will be explained with reference to the flowchart in Figure 4. The operation in Figure 4 is initiated, for example, when an employee puts on the wearable device 30.

[0047] The job type setting unit 11 first sets the job type of the hotel employee wearing the wearable device 30 (step S1). Next, the identification unit 12 identifies the customer from the image captured by the camera 20 (step S2). Step S2 is performed after the customer's face is detected from the image captured by the camera 20. An example of a scenario in which a customer is identified is explained using Figure 5. Figure 5 shows a customer interaction at the front desk. In Figure 5, the front desk staff are wearing smart glasses, which are the wearable device 30. When a customer approaches the front desk, the camera 20 mounted on the smart glasses captures an image of the customer. Alternatively, a surveillance camera installed in the hotel lobby functions as camera 20 and captures an image of the customer. Camera 20 captures images periodically or continuously. The identification unit 12, for example, detects the customer's face from the captured image and identifies the customer using facial recognition technology.

[0048] The generation unit 13 generates customer service support information based on the customer information of the customer identified by the identification unit 12 and the job title of the employee (step S3). For example, in Figure 5, the generation unit 13 generates customer service support information based on the customer information of the customer in front of the employee and the job title information of front desk staff. The output unit 14 outputs the customer service support information generated by the generation unit 13 to the wearable device 30 worn by the hotel employee (step S4). In the example in Figure 5, the output unit 14 displays the information in an appropriate format on the transparent display, which is the display unit of the smart glasses. The display unit shows the customer's name, VIP status, previous requests, current reservation information, etc. The front desk staff can have a natural conversation with the customer while referring to this information.

[0049] Through this series of processes, hotel staff can obtain appropriate information about customers in real time, enabling them to provide efficient and high-quality customer service.

[0050] According to the business support system 1 of Embodiment 1, the following effects can be obtained.

[0051] According to the business support system 1, the job type setting unit 11 sets the job type of hotel employee, and the identification unit 12 identifies the customer. Furthermore, the generation unit 13 generates customer service support information based on the acquired customer information and the employee's job type. The output unit 14 then outputs the generated customer service support information to the wearable device 30. Therefore, the business support system 1 takes into account the characteristics of each job type, enabling even inexperienced employees to make appropriate statements on par with experienced employees. Thus, it enables high-level customer service regardless of employee ability, leading to improved customer satisfaction.

[0052] Furthermore, providing information tailored to each job role enhances the expertise of each employee. For example, concierges are provided with detailed local tourist information, enabling them to offer advice based on deeper knowledge. In addition, information necessary for each job role is prioritized, preventing information overload among employees. This allows employees to focus more on customer service, leading to improved service quality.

[0053] The generation unit 13 generates customer service support information based on customer information, allowing employees to instantly grasp customers' past usage history and preferences, enabling them to engage in customer-focused conversations. This allows employees to confidently provide personalized services tailored to each individual customer.

[0054] The camera 20 of the wearable device 30 and the identification unit 12 work together to automatically identify customers simply by the hotel staff visually confirming their presence. This eliminates the need for staff to memorize customer names or manually search for customer information, improving operational efficiency. Furthermore, the output unit 14 displays customer service support information on the wearable device 30, allowing staff to check necessary information while keeping both hands free, enabling efficient service delivery while maintaining natural conversation.

[0055] For example, front desk staff will be given priority access to reservation status and check-in / check-out information, while restaurant staff will be given priority access to customer dietary preferences and allergy information, allowing each job role to quickly access the information they need.

[0056] The business support system 1 of Embodiment 1 can be modified in the following ways.

[0057] [Differentiation] The output unit 14 can use a smartwatch screen or a small projector (to project information onto a wall or palm) as a display unit instead of the transparent display of smart glasses. This makes it possible to accommodate various usage environments and individual preferences.

[0058] As a method of information output by the output unit 14, it is also possible to use audio output to an in-ear monitor. By outputting work support information by voice, employees can obtain the necessary information while maintaining eye contact with the customer without relying on visual information. In particular, outputting customer names by voice reduces the risk of employees mispronouncing them.

[0059] To prepare for battery depletion or malfunction of the smart glasses, the output unit 14 can be equipped with a function to monitor the status of the wearable device 30. By adding a function that automatically switches to an alternative device such as a tablet terminal if a problem is detected, system stability and continuous service provision can be ensured.

[0060] The generation unit 13 can generate different levels of information depending on the degree of employee authority and the importance of their role. For example, if VIP customer support is required, this information can be highlighted on the manager's smart glasses, allowing for differentiation of information based on job title and authority. Furthermore, by appropriately distinguishing and providing information that is necessary for all employees and information specific to each job type, more effective information sharing and specialized service provision can be achieved.

[0061] To prepare for cases where employee identification fails, the generation unit 13 can be equipped with a default information set. This ensures that at least minimal information can be provided even if job identification fails. Furthermore, by adding a manual correction function for employees to the job setting unit 11 and implementing a quick switch button on the output unit 14, incorrect job identification can be corrected immediately. These functions are made easily accessible via touch or voice control, enabling a rapid response.

[0062] The generation unit 13 can use a local server or distributed database within the hotel instead of the cloud-based customer database 40. This enables faster data retrieval, independent of the network environment. Furthermore, the generation unit 13 can implement a function to cache important customer information locally in case of unstable network connectivity. Additionally, by adding a function to the generation unit 13 that can generate basic customer service support information even offline, the system's basic functions can be maintained even in the event of a network failure.

[0063] [Embodiment 2] As Embodiment 2, an example of the configuration of the business support system 2 in this disclosure will be described using Figure 6. The business support system 2 comprises a specific unit 12, a generation unit 13, an output unit 14, and an estimation unit 15. Note that the description of parts common to Embodiment 1 will be omitted, and the description will focus on the added functions.

[0064] The estimation unit 15 determines the customer's status based on the customer's location within the hotel and the current time. The customer's status indicates, for example, the next action the customer will take or the service they will receive next or immediately before. For example, the estimation unit 15 uses the location information of a wearable device 30 to obtain the location of a customer who is in the same space as hotel staff. Location information is determined using GPS (Global Positioning System) or signals from beacons installed within the hotel. The estimation unit 15 may also obtain the customer's location within the hotel using information on the installation location of the camera 20 that captured the image of the identified customer. The estimation unit 15 obtains the current time from the system's internal clock.

[0065] The estimation unit 15 determines the customer's situation using the following rules based on the combination of the customer's location and time. Here, location refers to the current location (area name: lobby, corridor, restaurant, spa, room) or a location within an area (in front of the lobby counter, in front of the room door). Time refers to the current time. For example, if a customer is in the lobby, they are estimated to be checking out between 7:00 AM and 11:00 AM. Also, a customer in the corridor near the spa in the evening is estimated to be on their way to the spa.

[0066] The estimation unit 15 may determine the customer's status using customer information in addition to the customer's location and current time. For example, the estimation unit 15 may determine the customer's status using reservation information such as length of stay, room number, accommodation plan, reserved ancillary services, estimated arrival time, companion information, and purpose of stay from the customer information. If the scheduled check-in time is approaching, the estimation unit 15 will determine that the customer in the lobby will be the next to check in. If dinner time is approaching and there is a restaurant reservation, the estimation unit 15 will determine that the customer's next action will be to move to the restaurant.

[0067] The estimation unit 15 may determine the customer's situation using a pre-trained model that has learned the relationship between the customer's location, time, customer information, and the customer's situation. The estimation unit 15 can learn past determination results and customer behavior patterns to perform more accurate situation determinations.

[0068] The estimation unit 15 may estimate the customer's next action by analyzing the customer's behavior patterns. Behavior patterns refer to a series of activities or movements that the customer repeatedly performs within the hotel. For example, this could include using the restaurant for breakfast and then going to the gym; using the spa in the afternoon and enjoying a drink at the bar in the evening; or ordering room service around 9 pm every night. The estimation unit 15 can also measure the customer's stay time in each area of ​​the hotel and estimate the customer's situation based on the time spent in a particular area up to the present.

[0069] The generation unit 13 generates customer service support information based on customer information and the estimated customer situation. For example, the generation unit 13 determines which information should be prioritized depending on the customer's situation. For instance, for customers checking in, it prioritizes room information and guidance on hotel facilities, while for customers moving to the restaurant for dinner, it prioritizes information on food preferences and allergies.

[0070] The following are examples of the estimations made by the estimation unit 15, the output content, and the content spoken by the employee. For example, for a long-term guest in the lobby, the estimation unit 15 estimates the guest's situation based on their location, time, and customer information. Specifically, it considers that the guest is in the lobby, that the time is during the daytime of their stay, reservation information (length of stay, booked activities), and history information (previously used facilities, feedback content). From this information, the estimation unit 15 estimates that the guest is in a situation where they are "receptive to additional services and information."

[0071] Based on these estimation results, for example, the generation unit 13 generates customer service support information about hotel facilities and services that the guest has not yet experienced. The output unit 14 outputs the information "Spa not used". In response to this, an employee can suggest, "How about enjoying the spa as one of the pleasures of your stay, sir / madam? We have a special relaxation menu available this afternoon."

[0072] Next, the operation of the business support system 2 related to this disclosure will be explained with reference to the flowchart in Figure 7.

[0073] First, the identification unit 12 identifies the hotel customer from the image (step S21). Next, the estimation unit 15 estimates the customer's status based on the customer's location within the hotel and the current time (step S22). The estimation unit 15, for example, combines information from the location information sensor and the current time and uses a determination model to estimate the customer's current status (e.g., before check-in, after a meal, etc.).

[0074] Next, the generation unit 13 generates customer service support information based on customer information and the customer situation estimated by the estimation unit 15 (step S23). Finally, the output unit 14 outputs the generated customer service support information to the wearable device 30 (step S24).

[0075] According to Embodiment 2, the system can estimate the customer's situation based on their location and time, and generate customer service support information tailored to that situation. This makes it possible to provide employees with more appropriate and accurate information, enabling them to respond more effectively to the customer's current needs. Furthermore, by learning the customer's behavior patterns, it becomes possible to predict future needs, leading to proactive service provision. As a result, further improvements in customer satisfaction and more efficient hotel operations can be achieved.

[0076] [Embodiment 3] Using Figure 8, an example of the configuration of the business support system 3 in this disclosure will be explained. The business support system 3 comprises a specific unit 12, a generation unit 13, an output unit 14, and a check-in determination unit 16. Note that the explanation of parts common to Embodiment 1 will be omitted, and the explanation will focus on the added functions.

[0077] The check-in determination unit 16 determines the customer's check-in status. This function works in real time with the check-in management system to understand the customer's current check-in status (before check-in, during check-in, checked in, etc.).

[0078] The generation unit 13 generates appropriate customer service support information based on the check-in status determined by the check-in determination unit 16. For example, the generation unit 13 has an information priority setting function according to the check-in status, and provides the most important information in each situation on a priority basis. For example, it generates the following information: For customers before check-in, information is generated so that employees can provide guidance regarding check-in and luggage storage. For customers after check-in, information about hotel services and facilities is generated.

[0079] Below are examples of customer service support information based on the check-in status, and what employees might say.

[0080] Customers before check-in: Customer support information: "Check-in from 15:00", "Luggage storage available", "Early check-in available" Employee's statement: "Welcome, sir / madam. Check-in time is from 3 PM, but we can store your luggage for you. We currently have availability for early check-in. Would you like to do so?" Customers currently checking in: Customer support information: "Room 1205, ocean view," "Wi-Fi information," "Breakfast 7-10 AM" Employee's statement: "Thank you for your reservation, Mr. / Ms. [Name]. Your room is room 1205 on the 12th floor, and it has an ocean view. I will now explain how to use the in-house Wi-Fi and that breakfast is available in the restaurant from 7:00 to 10:00." (Wi-Fi is a registered trademark) Customers immediately after check-in: Customer support information: "Spa discount coupons," "Restaurant reservations available," "Concierge desk information" Employee's comments: "You've just arrived, so let me give you a tour of the hotel. We've given you a discount coupon for the spa today." "We can also make a reservation for dinner at the restaurant; would you like to do so?" "For sightseeing information, please contact the concierge desk." Customers staying for extended periods: Customer support information: "Unused: Fitness," "Weekend events," "Laundry service" Employee's statement: "Mr. / Ms. [Name], how are you enjoying your stay? I'd like to show you around our fitness center, which you haven't yet used." "We also have hotel events this weekend, and a laundry service for our long-term guests. Are you interested in any of these?" Customers the day before check-out: Customer support information: "CO 11:00", "Luggage delivery service", "Taxi reservation" Employee's response: "Mr. / Ms. [Name], your check-out time tomorrow is 11:00 AM. We can arrange taxi reservations to the airport or train station, and we also offer luggage delivery services. Is there anything you would like to request?" Next, the operation of the business support system 3 related to this disclosure will be explained with reference to the flowchart in Figure 9.

[0081] First, the identification unit 12 identifies the customer (step S31). Next, the check-in determination unit 16 determines the customer's check-in status (step S32). This is done, for example, by coordinating with the hotel's check-in management system and comprehensively analyzing the customer's reservation information, key card issuance status, room usage status, etc.

[0082] Next, the generation unit 13 applies a priority filter to the customer service support information generation process based on the determined check-in status (step S33). For example, it prioritizes providing check-in information to customers who have not yet checked in, and information about hotel services and facilities to customers who have already checked in. Then, customer service support information prioritized according to the check-in status is generated. Finally, the output unit 14 outputs the information to the wearable device 30 (step S34).

[0083] According to the business support system 3 of Embodiment 3, the following effects can be obtained.

[0084] First, the check-in determination unit 16 allows for real-time monitoring of the customer's current check-in status, enabling appropriate responses at each stage. This allows for consistent, high-quality service throughout the customer's entire stay.

[0085] Next, the check-in determination unit 16 can prioritize providing the information most needed in each situation, enabling efficient customer service. For example, by prioritizing the display of room availability and required documents for customers before check-in, and providing information on the use of hotel facilities for customers after check-in, it is possible to provide information that is tailored to the customer's current needs.

[0086] Furthermore, providing information tailored to the check-in status can optimize the customer's stay experience. For example, it becomes possible to provide detailed services that match the customer's stage of stay, such as offering information on nearby facilities to customers immediately after check-in, and providing transportation information and guidance on future reservations to customers before check-out.

[0087] Furthermore, this feature improves the efficiency of hotel staff. Because they can instantly see the check-in status of each guest, they can prioritize appropriately, leading to more efficient customer service during peak hours.

[0088] [Embodiment 4] Using Figure 10, an example of the configuration of the business support system 4 according to this disclosure will be explained. In addition to the system components of Embodiment 1, the business support system 4 newly adds a priority determination unit 17. Note that the explanation of parts common to Embodiment 1 will be omitted, and the explanation will focus on the added functions.

[0089] During busy periods in the hotel, multiple customers may appear in the camera's field of view simultaneously. In such cases, the identification unit 12 according to Embodiment 4 may prioritize identifying the person who appears most prominently in the image captured by the camera 20 of the wearable device 30, or the person who is in the direction of the employee's line of sight. Alternatively, the system may prioritize identifying customers who are close to the employee by using the results of detecting the employee's and customers' positions based on the surveillance camera images.

[0090] The priority determination unit 17 determines the priority of multiple customers identified from the image. Priority refers to an indicator used to determine the order and importance of providing services to each customer when multiple customers are present in a designated area simultaneously. Priority is a numerical value or ranking calculated by considering multiple factors such as customer characteristics, circumstances, and needs, and indicates that customers with higher priority require more prompt and attentive service.

[0091] In one example, the priority determination unit 17 prioritizes the customer who appears most prominently in the image captured by the camera 20 of the wearable device 30, or the customer who is in the direction of the employee's line of sight. Alternatively, the priority determination unit 17 may prioritize customers who are closer to the employee, using the results of detecting the employee's and customer's positions based on the surveillance camera images.

[0092] In one example, the priority determination unit 17 calculates the priority of each customer by considering factors such as customer rank, waiting time, special requests, scheduled check-in / check-out times, reservation status, and customer status. The following considerations are made when determining priority based on reservation status. For example, customers who book directly may be given a higher priority than those who book through online travel agents. This is because customers who book directly are more likely to be loyal customers of the hotel and require more attentive service. Also, customers with long-term stay reservations may be given a higher priority than customers with short-term stays. This is because the satisfaction of long-term guests can have a greater impact on the hotel's rating. Furthermore, customers who have booked special packages or premium room types also tend to be given a higher priority. Waiting time represents the length of time a customer waits to receive service in a designated area. Special requests indicate whether there are any special requests that have been submitted in advance. Customer status indicates whether the customer is elderly, disabled, traveling with small children, etc.

[0093] In one example, the generation unit 13 generates customer service support information based on the priority determined by the priority determination unit 17. For example, the information is configured to display information about high-priority customers in more detail and with priority. This enables more nuanced service, such as providing more detailed information for high-priority customers and summary information for low-priority customers. The output unit 14 can output the customer service support information thus generated based on priority.

[0094] In one example, the output unit 14 outputs customer service support information based on the determined priority. At this time, the generation of customer service support information based on priority by the generation unit 13 should be performed only as needed. For example, the output unit 14 provides information in an appropriate order using an information display order optimization algorithm based on priority. The output unit 14 can also employ a visual priority representation using color coding or icons. This allows employees to understand priorities more intuitively and respond more quickly.

[0095] Next, with reference to the flowchart in Figure 11, an example of the operation of the business support system 4 according to Embodiment 4 will be explained. Note that the explanation of parts common to Embodiment 1 will be omitted, and the explanation will focus on the added functions.

[0096] First, the job classification unit 11 sets the job classifications of the hotel employees (step S41). Next, the camera 20 takes an image that includes multiple customers, and the identification unit 12 identifies the multiple customers from that image (step S42).

[0097] Next, the priority determination unit 17 determines the priority of the identified customers (step S43). In this process, the priority determination unit 17 performs multivariate analysis, taking into account factors such as customer rank (VIP, regular customer, etc.), waiting time, reservation status, special needs (person with a disability, elderly person, etc.), and urgency (customer currently being handled for a complaint, etc.).

[0098] Next, the priority-based information generation function of the generation unit 13 generates customer service support information based on the determined priority (step S44). For example, the generation unit 13 configures the information to display information about high-priority customers in more detail and with priority.

[0099] Finally, the output unit 14 outputs customer service support information based on the generated priority to the wearable device 30 (step S45).

[0100] According to the business support system 4 of Embodiment 4, in addition to the effects of Embodiments 1 to 3, the following effects can be obtained.

[0101] First, the priority determination unit 17 makes it possible to respond to multiple customers who require attention simultaneously, with appropriate priorities. This enables prompt responses to important customers and priority processing of urgent cases, leading to improved customer satisfaction and early resolution of potential problems.

[0102] Next, the priority-based information generation function enables the provision of optimal information tailored to the importance of each customer. For example, VIP customers can be provided with more detailed personal information and special service proposals, while general customers can be provided with basic information, thus differentiating information based on the importance of each customer.

[0103] Furthermore, this feature significantly improves the efficiency of hotel staff. Because information is organized and displayed based on priority, staff can quickly grasp the situation and attend to customers in the appropriate order. This helps reduce stress during busy periods and prevents important customers from being overlooked.

[0104] Furthermore, providing information based on priorities allows for the optimization of resource allocation across the entire hotel. For example, it becomes possible to effectively utilize human resources by assigning experienced staff to high-priority guests.

[0105] In addition, this feature is also effective in managing customer wait times. It allows for accurate wait time estimates and alternative service suggestions even for lower-priority customers, leading to an overall improvement in customer satisfaction.

[0106] As a result of the above effects, the business support system 4 of Embodiment 4 can achieve efficient and strategic customer service in a real hotel environment with multiple customers, thereby improving service quality and operational efficiency.

[0107] Embodiments 1 to 4 can be combined as appropriate. For example, when combining Embodiments 1 and 2, in addition to information for each job type, customer service support information tailored to the customer's situation can be generated.

[0108] When embodiments 2 and 4 are combined, the generation unit 13 can generate information considering not only the customer's situation but also their priority. For example, it can prioritize processing VIP customers and customers with long waiting times, and generate detailed information tailored to the situation of those customers. The generation unit 13 can also generate customer service support information such as the following, taking priority into consideration. Output of customer service support information: "VIP customer, waiting time 30 minutes, spa reservation made." An employee might say something like, "We are very sorry for the long wait. We have confirmed your spa reservation, Mr. / Ms. XX. Would you like a welcome drink while you wait?"

[0109] When embodiments 3 and 4 are combined, customer service support information that takes into account both check-in status and priority can be generated. For example, customer service support information such as "VIP customer, before check-in, suite being prepared, priority service" can be generated. Employees can then say things like, "Mr. / Ms. XX, we apologize for the wait. We are currently preparing a suite for you as a priority. Could you please wait a little longer?"

[0110] The systems of Embodiments 1 to 4 can also be applied to customer service provided by conversational robots. In this case, the generation unit 13 directly generates the content of the robot's speech, and the output unit 14 transmits that content to the robot's voice output device. For example: Output (internal display on the robot): "Mr. / Ms. ○○, spa reservation 15:00" Robot speech: "Hello, Mr. / Ms. [Name]. We have a spa appointment scheduled for today. Is 3 PM alright?" Furthermore, by taking into account the relative positions of employees and robots, it becomes possible to create more natural customer service scenarios. For example: Output (inside display of the robot): "Human staff approaching; guidance handover." Robot speech: "Mr. / Ms. [Name], this staff member will provide you with more detailed information." The generation unit 13 can also use a template-based information generation system or a rule-based information selection system. When using a template-based information generation system, the generation unit 13 generates customer support information quickly and consistently by appropriately inserting customer information into pre-prepared text templates. For example, it can use a template such as, "Hello, [Customer Name]. How was the [Dish Name] at [Restaurant Name] today?" When using a rule-based information selection system, the generation unit 13 selects the information to be provided based on a predefined set of rules. For example, it can apply a rule such as, "If the customer is a VIP and has just checked in, display room upgrade information as the highest priority." Employees communicate with customers using the displayed customer support information as a reference.

[0111] Furthermore, the generation unit 13 can generate customer service support information by utilizing an AI assistant that performs natural language processing and situation analysis. By using these methods in combination, it becomes possible to generate customer service support information flexibly and efficiently according to the situation.

[0112] [Hardware configuration] In each of the embodiments described above, each component of the business support systems 1, 2, 3, and 4 represents a functional unit block. Some or all of the components of the business support systems 1, 2, 3, and 4 may be implemented by any combination of computer 500 and programs.

[0113] Figure 12 is a block diagram showing an example of the hardware configuration of computer 500. Referring to Figure 12, computer 500 includes, for example, a processor 501, ROM (Read Only Memory) 502, RAM (Random Access Memory) 503, a program 504, a storage device 505, a drive device 507, a communication interface 508, an input device 509, an output device 510, an input / output interface 511, and a bus 512.

[0114] The processor 501 controls the entire computer 500. An example of a processor 501 is a CPU (Central Processing Unit). The number of processors 501 is not particularly limited; there may be one or more processors 501.

[0115] Program 504 includes instructions for implementing the functions of business support systems 1, 2, 3, and 4. Program 504 is pre-stored in ROM 502, RAM 503, and storage device 505. The processor 501 implements the functions of business support systems 1, 2, 3, and 4 by executing the instructions contained in program 504. RAM 503 may also store data processed in the functions of business support systems 1, 2, 3, and 4.

[0116] The drive device 507 reads and writes to the recording medium 506. The communication interface 508 provides an interface with the communication network. The input device 509 is, for example, a mouse or keyboard, and receives information input from an administrator or the like. The output device 510 is, for example, a display, and outputs (displays) information to an administrator or the like. The input / output interface 511 provides an interface with peripheral devices. The bus 512 connects each of these hardware components. The program 504 may be supplied to the processor 501 via the communication network, or it may be stored in the recording medium 506 beforehand, read by the drive device 507, and supplied to the processor 501.

[0117] Note that the hardware configuration shown in Figure 12 is an example, and other components may be added, or some components may be omitted.

[0118] There are various variations in how business support systems 1, 2, 3, and 4 are implemented. For example, business support systems 1, 2, 3, and 4 may be implemented by any combination of different computers and programs for each component. Alternatively, the multiple components of business support systems 1, 2, 3, and 4 may be implemented by any combination of a single computer and program.

[0119] Although the present disclosure has been described above with reference to embodiments, the present disclosure is not limited to the embodiments described above. Various modifications to the configuration and details of the present disclosure are possible, as can be understood by those skilled in the art within the scope of the present disclosure. Furthermore, the configurations in each embodiment can be combined with one another, as long as they do not depart from the scope of the present disclosure.

[0120] Some or all of the above embodiments may be described as follows, but are not limited to the following:

[0121] [Note 1] A job type setting means for setting the job type of hotel employee who will wear a wearable device, A method for identifying hotel guests from images captured by cameras, A generation means for generating customer service support information based on the identified customer information of the said customer and the set job title of the said hotel employee, Output means for outputting the generated customer support information to the wearable device A business support system equipped with the following features.

[0122] [Note 2] The system further includes estimation means for estimating the customer's situation based on the customer's location within the hotel and the current time. The generation means further generates the customer service support information based on the estimated customer situation. The business support system described in Appendix 1.

[0123] [Note 3] The system further comprises determination means for determining the check-in status of the aforementioned customer, The generation means further generates the customer service support information based on the check-in status. The business support system described in Appendix 1 or 2.

[0124] [Note 4] The aforementioned customer service support information is information that facilitates communication between the hotel employees and the customers. A business support system as described in any one of the appendices 1 to 3.

[0125] [Note 5] The system further comprises a determination means for determining the priority of multiple customers identified from the aforementioned image, The output means outputs the customer support information based on the determined priority. A business support system as described in any one of the appendices 1 to 4.

[0126] [Note 6] The output means outputs the customer service support information around the customer within the field of view of the hotel employee, using the display unit of the wearable device, which is a pair of smart glasses. A business support system as described in any one of the appendices 1 through 5.

[0127] [Note 7] The aforementioned customer information includes reservation information for the identified customer's hotel services, or historical information regarding the use of hotel services. A business support system as described in any one of the appendices 1 to 6.

[0128] [Note 8] We define the job roles of hotel employees who will wear wearable devices. By identifying hotel guests from images captured by cameras, Based on the identified customer information and the designated job title of the hotel employee, customer service support information is generated. The generated customer service support information is output to the wearable device. Business support methods.

[0129] [Note 9] We define the job roles of hotel employees who will wear wearable devices. By identifying hotel guests from images captured by cameras, Based on the identified customer information and the designated job title of the hotel employee, customer service support information is generated. The generated customer service support information is output to the wearable device. A program that instructs a computer to perform a process.

[0130] Some or all of the configurations described in Appendix 2-7, which are dependent on Appendix 1 above, may also be dependent on Appendix 8-9 in the same manner as in Appendix 2-7. Not limited to Appendix 1 and 8-9, some or all of the configurations described as appendices may also be dependent on various hardware, software, various recording devices or systems for recording software, without departing from the embodiments described above. [Explanation of Symbols]

[0131] 1, 2, 3, 4 Business support systems 11 Job type setting unit, 12 Identification unit, 13 Generation unit, 14 Output unit, 15 Estimation unit, 16 Check-in determination unit, 17 Priority determination unit 20 cameras 30 Wearable Devices 40 Customer Database 50 Employee Database

Claims

1. A job type setting means for setting the job type of hotel employee who will wear a wearable device, A method for identifying hotel guests from images captured by cameras, A generation means for generating customer service support information based on the identified customer information of the said customer and the set job title of the said hotel employee, Output means for outputting the generated customer support information to the wearable device A business support system equipped with the following features.

2. The system further includes estimation means for estimating the customer's situation based on the customer's location within the hotel and the current time. The generation means further generates the customer service support information based on the estimated customer situation. The business support system according to claim 1.

3. The system further comprises determination means for determining the check-in status of the aforementioned customer, The generation means further generates the customer service support information based on the check-in status. The business support system according to claim 1.

4. The aforementioned customer service support information is information that facilitates communication between the hotel employees and the customers. A business support system according to any one of claims 1 to 3.

5. The system further comprises a determination means for determining the priority of multiple customers identified from the aforementioned image, The generation means generates the customer support information based on the determined priority. A business support system according to any one of claims 1 to 3.

6. The output means outputs the customer service support information around the customer within the field of view of the hotel employee, using the display unit of the wearable device, which is a pair of smart glasses. A business support system according to any one of claims 1 to 3.

7. The aforementioned customer information includes reservation information for the identified customer's hotel services, or historical information regarding the use of hotel services. A business support system according to any one of claims 1 to 3.

8. We define the job roles of hotel employees who will wear wearable devices. By identifying hotel guests from images captured by cameras, Based on the identified customer information and the designated job title of the hotel employee, customer service support information is generated. The generated customer service support information is output to the wearable device. Business support methods.

9. We define the job roles of hotel employees who will wear wearable devices. By identifying hotel guests from images captured by cameras, Based on the identified customer information and the designated job title of the hotel employee, customer service support information is generated. The generated customer service support information is output to the wearable device. A program that instructs a computer to perform a process.

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