Information processing system, information processing method, information processing device, and program

Abstract

To provide an information processing system that can offer customers more relevant information regarding eyewear purchases. [Solution] An information processing system according to one aspect of the present invention is an information processing system comprising a customer terminal used by a customer and a server device, wherein the customer terminal comprises a receiving unit that receives input of purchase request information relating to the purchase of eyewear and a purchase request information transmitting unit that transmits the purchase request information to the server device, the server device comprises a purchase request information receiving unit that receives purchase request information from the customer terminal, a response information output unit that outputs response information indicating a response to the purchase request information by inputting the received purchase request information into a customer service model generated by machine learning using learning data including arbitrary purchase request information and response information relating to the purchase of eyewear, and a response information transmitting unit that transmits the response information to the customer terminal, and the customer terminal further comprises a response information receiving unit that receives response information from the server device and a response information output unit that outputs the received response information.

Description

Technical Field

[0001] The present invention relates to an information processing system, an information processing method, an information processing apparatus, and a program.

Background Art

[0002] Conventionally, a large number of technologies related to user product purchases have been developed. For example, Patent Document 1 describes a technology in which product information and the like are provided to a user by an information providing system configured from an information acquisition device having a short-range wireless communication function, an information providing server, a user terminal, a display device, a store terminal, and the like.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of Invention

Problems to be Solved by the Invention

[0004] However, customer hobbies and preferences are becoming more diverse, and personalized information and proposals related to products are in demand. This trend is particularly prominent in fields such as eyewear, where suitable products vary widely depending on the customer's facial features and preferences, and conventional standard information provision alone often cannot sufficiently address such needs.

[0005] Accordingly, an object of the present invention is to provide an information processing system and the like that can provide information more suitable for customers regarding the purchase of eyewear.

Means for Solving the Problems

[0006] An information processing system according to one aspect of the present invention is an information processing system comprising a customer terminal used by a customer and a server device, wherein the customer terminal comprises a receiving unit that receives input of purchase request information relating to the purchase of eyewear and a purchase request information transmitting unit that transmits the purchase request information to the server device, the server device comprises a purchase request information receiving unit that receives purchase request information from the customer terminal, a response information output unit that outputs response information indicating a response to the purchase request information by inputting the received purchase request information into a customer service model generated by machine learning using learning data including arbitrary purchase request information and response information relating to the purchase of eyewear and a response information transmitting unit that transmits the response information to the customer terminal, and the customer terminal further comprises a response information receiving unit that receives response information from the server device and a response information output unit that outputs the received response information.

[0007] According to this configuration, a customer service model generated by machine learning can present customers with response information to input purchase request information regarding eyewear purchases, thereby enabling the provision of more customer-oriented information regarding eyewear purchases. [Effects of the Invention]

[0008] According to the present invention, it becomes possible to provide an information processing system, etc., that can provide customers with more appropriate information regarding the purchase of eyewear. [Brief explanation of the drawing]

[0009] [Figure 1] This is a schematic diagram showing an example of the configuration of the information processing system 1 according to this embodiment. [Figure 2] This figure shows an example of the hardware configuration of computer 400 according to the embodiment. [Figure 3] This is a schematic diagram showing an example of the functional configuration of the server device 10 according to this embodiment. [Figure 4A] This is a schematic diagram showing an example of the data structure of personal information 122. [Figure 4B] This is a schematic diagram showing an example of the data structure for purchase history 123. [Figure 4C] This is a schematic diagram showing an example of the data structure of conversation history 124. [Figure 5] This is a schematic diagram showing an example of the functional configuration of the customer terminal 20 according to this embodiment. [Figure 6] This is a schematic diagram showing an example of the functional configuration of the employee terminal 30 according to this embodiment. [Figure 7] This sequence diagram shows an example of the operation process of the information processing system 1 according to this embodiment. [Figure 8] This figure shows an example of a conversation screen 100 according to this embodiment. [Figure 9] This sequence diagram shows an example of the operation process of the information processing system 1 according to this embodiment. [Figure 10] This figure shows an example of the code display screen 200 according to this embodiment. [Figure 11] This is a schematic diagram showing an example of a customer information display screen 300 according to this embodiment. [Modes for carrying out the invention]

[0010] Preferred embodiments of the present invention will be described with reference to the attached drawings. In each drawing, components denoted by the same reference numerals have the same or similar configuration. Furthermore, the embodiments described herein are applicable not only to Japanese but also to any other language such as English or Chinese.

[0011] (1) Overall configuration of information processing system 1 Figure 1 is a schematic diagram showing an example of the configuration of the information processing system 1 according to this embodiment. The information processing system 1 includes, for example, a server device 10, a customer terminal 20, and an employee terminal 30. The customer terminal 20 is an information processing device operated by customers who purchase goods, etc. The employee terminal 30 is an information processing device operated by employees of a physical store or an online store (a virtual online store where e-commerce takes place). A physical store may include not only the place where goods (eyewear) are actually sold, but also any space related to the goods, such as the reception area.

[0012] The server device 10, the customer terminal 20, and the employee terminal 30 are connected, for example, via a communication network N such as the Internet. Further, short-range wireless communication may be configured to be possible between the customer terminal 20 and the employee terminal 30. As types of short-range wireless communication, various communication standards such as Bluetooth (registered trademark), RF-ID, DSRC (registered trademark), NFC, UWB, and ZigBee (registered trademark) are applicable, but are not limited thereto.

[0013] The server device 10 manages information such as products and customers, and provides the information such as products and customers to the customer terminal 20 and / or the employee terminal 30. The server device 10 provides services related to product purchases by customers at physical stores and online stores. The server device 10, for example, inputs purchase request information (text, voice, image, etc.) transmitted from the customer terminal 20 into a customer service model, thereby acquiring response information for the purchase request information and transmitting the response information to the customer terminal 20.

[0014] (2) Hardware Configuration Figure 2 is a diagram illustrating an example of the hardware configuration of a computer 400 according to the present embodiment. The server device 10, the customer terminal 20, and the employee terminal 30 according to the embodiment are each configured by, for example, one or a plurality of computers 400. Specifically, the computer 400 is assumed to be a server device, a personal computer (PC), a PDA (Personal Digital Assistant), a portable information terminal such as a smartphone or a tablet terminal, a mobile phone, or the like, but is not limited thereto.

[0015] The computer 400 includes a processor 401, a memory 402, a storage 403, an input / output interface (input / output I / F) 404, and a communication interface (communication I / F) 405. The respective hardware components of the computer 400 are interconnected via, for example, a bus B. The computer 400 implements the functions and / or the method according to the present embodiment through the cooperation of the processor 401, the memory 402, the storage 403, the input / output I / F 404, and the communication I / F 405.

[0016] The processor 401 executes the functions and / or the method implemented by codes or instructions included in a program stored in the storage 403. The processor 401 includes, for example, a central processing unit (CPU), an MPU (Micro Processing Unit), a GPU (Graphics Processing Unit), a microprocessor, a processor core, a multiprocessor, an ASIC (Application-Specific Integrated Circuit), an FPGA (Field Programmable Gate Array), and the like, and may implement each process according to the embodiment by a logic circuit (hardware) or a dedicated circuit formed in an integrated circuit (IC (Integrated Circuit) chip, LSI (Large Scale Integration)) or the like.

[0017] The memory 402 temporarily stores a program loaded from the storage 403, and provides a work area to the processor 401. The memory 402 also temporarily stores various data generated while the processor 401 is executing the program. The memory 402 includes, for example, a RAM (Random Access Memory), a ROM (Read Only Memory), and the like.

[0018] Storage 403 stores programs, for example. Storage 403 may include, for example, an HDD (Hard Disk Drive), an SSD (Solid State Drive), or flash memory.

[0019] The input / output interface 404 has an input device for inputting various information to the computer 400, and an output device for outputting processing results processed by the computer 400. The input / output interface 404 may have the input device and output device integrated, or they may be separated into an input device and an output device.

[0020] The input device receives input from the operator and supplies the information related to that input to the processor 401. The input device may include, for example, hardware keys such as a touch panel, touch display, and keyboard, operational input devices such as a pointing device such as a mouse, image input devices such as a camera, and audio input devices such as a microphone.

[0021] The output device outputs the processing results processed by the processor 401. The output device may include, for example, a display device that can display images (including videos) according to display data (screen information) as a result of processing by the processor 401. The display device may include, for example, a touch panel, a touch display, a monitor (e.g., a liquid crystal display, an OLED (Organic Electroluminescence Display), etc.), a head-mounted display (HMD), projection mapping, a hologram, etc. The output device may also include, for example, an audio output device that can output audio according to audio data as a result of processing by the processor 401. The audio output device may include, for example, a speaker. The output device may also include, for example, a printing output device that outputs printed materials such as paper by printing.

[0022] The communication interface 405 transmits and receives various types of data between the interface and other information processing devices via the communication network N. This communication may be wired or wireless (including short-range wireless communication), and any communication protocol may be used as long as communication between the interfaces is possible. The communication interface 405 has the function of communicating with other information processing devices and equipment via the communication network N. The communication interface 405 transmits various types of data to other information processing devices according to instructions from the processor 401. Furthermore, the communication interface 405 receives various types of data transmitted from other information processing devices and equipment and supplies them to the processor 401.

[0023] The program of this embodiment may be provided stored on a computer-readable storage medium. The storage medium is a “non-temporary, tangible medium” capable of storing the program. The program includes, for example, software programs and computer programs. The storage medium may, where appropriate, include one or more semiconductor-based or other integrated circuits (ICs) (e.g., field-programmable gate arrays (FPGAs), application-specific integrated circuits (ASICs), hard disk drives (HDDs), hybrid hard drives (HHDs), optical discs, optical disk drives (ODDs), magneto-optical discs, magneto-optical drives, floppy diskettes, floppy disk drives (FDDs), magnetic tapes, solid-state drives (SSDs), RAM drives, secure digital cards or drives, any other suitable storage medium, or two or more suitable combinations thereof. The storage medium may, where appropriate, be volatile, non-volatile, or a combination of volatile and non-volatile.

[0024] The program according to this embodiment may be provided to the computer 400 via any communication network N capable of transmitting the program. Furthermore, this embodiment can also be realized in the form of a data signal embedded in a carrier wave, where the program is embodied through electronic transmission. The program according to this embodiment may be implemented using, for example, a scripting language such as ActionScript or JavaScript®, an object-oriented programming language such as Objective-C or Java®, or a markup language such as HTML5.

[0025] At least a portion of the processing in computer 400 may be implemented by cloud computing, which consists of one or more computers. At least a portion of the processing in computer 400 may be performed by other information processing devices. In this case, at least a portion of the processing of each functional unit implemented by processor 401 may be performed by other information processing devices.

[0026] (3) Functional configuration of each device (3-1) Configuration of Server Device 10 Figure 3 is a schematic diagram showing an example of the functional configuration of the server device 10 according to this embodiment. The server device 10 comprises a control unit 11 and a storage unit 12. The control unit 11 comprises a customer service model management unit 111, a customer information management unit 112, a receiving unit 113, a response information output unit 114, and a transmitting unit 115. The storage unit 12 stores customer service models 121, personal information 122, purchase history 123, and conversation history 124.

[0027] The customer service model management unit 111 manages the customer service models 121 stored in the memory unit 12. The customer service model 121 may be, for example, an AI (Artificial Intelligence) model that provides customer service to customers considering purchasing a product. That is, the customer service model 121 may be a model that generates and provides response information such as product information and recommendations based on purchase request information (text, voice, images, etc.) entered by the customer.

[0028] Purchase request information is not limited to any information related to the purchase of a product, but may include requests for basic descriptions such as product specifications, price, and stock information, as well as requests for product recommendations based on comparisons of multiple products, customer preferences, eyewear usage scenarios, and problems encountered during use. The data format of purchase request information is not limited to text; it may also include audio, images, and videos.

[0029] The response information is not limited to information related to product purchase, but may include basic descriptions such as product specifications, prices, and stock information, as well as comparisons of multiple products and product recommendations based on customer preferences. The data format of the response information is not limited to text; it may also include audio, images, and videos.

[0030] The customer service model management unit 111 may generate a customer service model 121 by, for example, performing machine learning using predetermined training data. The machine learning of the customer service model 121 may use training data consisting of purchase request information and corresponding response information. The training data may include actual customer service history such as chat logs, voice dialogue logs, and inquiry history from online shops and physical stores. The customer service model management unit 111 may further perform machine learning of the customer service model 121 using training data that includes purchase request information received by the receiving unit 113 and response information output by inputting the purchase request information into the customer service model 121.

[0031] The machine learning method used to generate the customer service model 121 is not particularly limited. This machine learning method may include, for example, supervised learning using neural networks (deep learning), support vector machines, random forests, gradient boosting, or decision tree-based ensemble learning. Furthermore, the machine learning method may include an approach using reinforcement learning, where an agent (AI) is given trial customer service responses, rewarded with customer satisfaction or purchase behavior, and learns the optimal response strategy. Additionally, when using a large-scale language model, a natural language generation method utilizing a Transformer-based model (such as GPT) may be used. In the machine learning of the customer service model 121, examples of responses from specific users (such as high-performing employees) may be included in the training data. By adding actual conversation history data from specific users or data created from hypothetically generated exemplary customer service examples, it becomes possible to construct a customer service model 121 that incorporates the know-how of high-performing personnel. The customer service model management unit 111 may, for example, acquire training data (including purchase request information and response information) associated with a specific user from a predetermined storage unit, and then generate a customer service model 121 by performing machine learning using the training data.

[0032] The customer information management unit 112 manages customer information. Customer information may include, for example, personal information 122, purchase history 123, and conversation history 124, at least in part. The customer information management unit 112 may, for example, obtain desired customer information from customer terminals 20 and employee terminals 30 in response to requests from these terminals and supply it to the transmission unit 115.

[0033] Figure 4A is a schematic diagram showing an example of the data structure of personal information 122. As shown in Figure 4A, personal information 122 registers, for example, "Name," "Gender," "Age," "Frame Information," and "Lens Information" in association with "Customer ID." "Customer ID" is identification information for identifying the customer. "Name" is the customer's name. "Gender" is information indicating the customer's gender. "Age" is information recording the customer's age. "Frame Information" is information indicating the type and brand of frames used or purchased by the customer. "Lens Information" is information indicating the type and prescription of lenses used or purchased by the customer.

[0034] Figure 4B is a schematic diagram showing an example of the data structure of the purchase history 123. The purchase history DB registers, for example, a "purchase history ID," a "customer ID," a "product ID," a "date and time," a "store," and "payment information" in association with the "purchase history ID." The "purchase history ID" is unique identification information assigned to each purchase transaction. The purchase history ID may be issued, for example, when a customer visits a physical store in response to the operation of a ticket machine, or when using an online store. The "customer ID" is information for identifying the customer who made the purchase and is managed in conjunction with personal information 122. The "product ID" is identification information for the product purchased by the customer. The "date and time" is information that records the date and time the purchase was made. The "store" is information that records the name and address of the physical store where the purchase was made, or information about an online store. The "payment information" is information that records the payment method, such as credit card or electronic money.

[0035] Figure 4C is a schematic diagram showing an example of the data structure of the conversation history 124. In this embodiment, the exchange between the customer and the customer service model 121, involving the input of purchase request information and the output of response information, may be referred to as a "conversation." The conversation history 124 registers, for example, a "session ID," a "customer ID," a "date and time," "purchase request information," and "response information," all associated with the "session ID." The "session ID" is identification information used to identify a series of conversations. The "customer ID" is information used to identify the customer who had the conversation and is managed in conjunction with the personal information database. The "date and time" is information that records the date and time the conversation took place. The "purchase request information" is information that records the purchase request information entered by the customer into the customer terminal 20. The "response information" is information that records the response information provided by the customer service model 121.

[0036] Refer to Figure 3 again. The receiving unit 113 receives various types of information from other information processing devices such as the customer terminal 20 and the employee terminal 30. The receiving unit 113 may, for example, receive purchase request information transmitted from the customer terminal 20. The receiving unit 113 may also, for example, receive an employee call request transmitted from the customer terminal 20.

[0037] The response information output unit 114 outputs response information indicating the answer to the purchase request information by inputting the received purchase request information to the customer service model 121. The purchase request information may be, for example, received from the customer terminal 20. The data format of the response information is not limited to text, but may also be audio, images, or videos.

[0038] The transmitting unit 115 transmits various types of information to other information processing devices such as customer terminals 20 and employee terminals 30. For example, the transmitting unit 115 may transmit response information generated by the response information output unit 114 to the customer terminal 20. Alternatively, the transmitting unit 115 may transmit, for example, an employee call notification to the employee terminal 30. Furthermore, the transmitting unit 115 may transmit, for example, customer information to the employee terminal 30.

[0039] (3-2) Configuration of customer terminal 20 Figure 5 is a schematic diagram showing an example of the functional configuration of the customer terminal 20 according to this embodiment.

[0040] The customer terminal 20 is an information processing device operated by a customer purchasing a product. The customer terminal 20 may be, for example, a smartphone, tablet, mobile phone, PDA, PHS, notebook PC, etc. Alternatively, the customer terminal 20 may be an information processing device such as a touch panel or ticketing terminal installed in a physical store and shared by multiple customers.

[0041] The customer terminal 20 includes a control unit 21. The control unit 21 controls all parts of the customer terminal 20. The control unit 21 includes an operation reception unit 211, a transmission unit 212, a reception unit 213, an output unit 214, and a reading unit 215.

[0042] The operation reception unit 211 receives customer operations. The operation reception unit 211 may, for example, receive input of purchase request information regarding the purchase of a product. Purchase request information is information to be entered into a chat screen or the like for using the customer service model 121, and may be in any format such as text, voice, or images. The operation reception unit 211 may also, for example, receive input of employee call requests.

[0043] The transmitting unit 212 transmits various types of information to other information processing devices such as the server device 10 and employee terminals 30. The transmitting unit 212 may, for example, send a call request to the server device 10. The transmitting unit 212 may, for example, send a request for customer information (personal information, purchase history, and conversation history, etc.) to the server device 10.

[0044] The receiving unit 213 receives various types of information from other information processing devices such as the server device 10 and employee terminals 30. The receiving unit 213 may, for example, receive response information transmitted from the server device 10. The receiving unit 213 may, for example, receive identification information (an example of first identification information) for identifying products in a store or the like. This identification information may be provided in the form of a beacon transmitted from any beacon transmitter via short-range wireless communication or the like. The receiving unit 213 may, for example, receive customer information (personal information, purchase history, and conversation history, etc.) from the server device 10.

[0045] The output unit 214 controls the output device provided by the customer terminal 20 to output various types of information. The output unit 214 may, for example, display a purchase request information input screen. In particular, the output unit 214 may display (activate) the purchase request information input screen in response to acquiring identification information for identifying a product.

[0046] The output unit 214 may output identification information (second identification information) for identifying customer information (personal information, purchase history, and conversation history, etc.) in a format that can be obtained by the employee terminal 30. The second identification information is not particularly limited as long as it can identify the customer information, but may be, for example, a customer ID, a purchase history ID, and a session ID. The employee terminal 30 can obtain customer information (personal information, purchase history, and conversation history, etc.) by sending a request to the server device 10 based on the second identification information obtained from the customer terminal 20. The format of the output of the second identification information by the output unit 214 is not particularly limited as long as it can be obtained by the employee terminal 30, but may be, for example, a signal transmitted via short-range wireless communication or a code (QR code, etc.) to be displayed on a display device.

[0047] The output unit 214 may output customer information (personal information, purchase history, conversation history, etc.) acquired by the customer terminal 20 from the server device 10 in a form that can be acquired by the employee terminal 30 (such as a code like a two-dimensional barcode or a signal from short-range wireless communication). The format in which the customer information is output by the output unit 214 is not particularly limited as long as it can be acquired by the employee terminal 30, but for example it may be a signal transmitted via short-range wireless communication or a code that can be displayed on a display device (such as a QR code).

[0048] The reading unit 215 reads predetermined information via an image input device such as a camera provided in the customer terminal 20. The reading unit 215 may, for example, read identification information (an example of first identification information) for identifying a product. This identification information may be provided in the form of a code such as a QR code installed on or near the product in the store, or an RFID tag such as NFC. The reading unit 215 may acquire the identification information by reading the code or RFID tag. The reading unit 215 may also acquire the identification information by performing image recognition processing (object recognition, search, etc.) on an image obtained by imaging the product.

[0049] (3-3) Configuration of employee terminal 30 Figure 6 is a schematic diagram showing an example of the functional configuration of the employee terminal 30 according to this embodiment.

[0050] The employee terminal 30 is an information processing device operated by an employee performing customer service or other duties in a physical or virtual store. The employee terminal 30 may be, for example, a smartphone, tablet, mobile phone, notebook PC, or desktop PC. The employee terminal 30 may also be an information processing device that is carried by the employee or installed in a physical store and shared by multiple employees. Furthermore, the employee terminal 30 is not limited to one carried by an employee, but may also be a display device such as a display shared by multiple employees, an audio output device such as a speaker, or a printing output device such as a printer.

[0051] The employee terminal 30 includes a control unit 31. The control unit 31 includes an operation reception unit 311, a transmission unit 312, a reception unit 313, an output unit 314, and a reading unit 315.

[0052] The operation reception unit 311 receives operation input from employees. For example, it has functions to accept operations such as confirming customer purchase request information, searching for product information, and entering records of customer interactions.

[0053] The transmitting unit 312 transmits various types of information to other information processing devices such as the server device 10 and the customer terminal 20. The transmitting unit 312 may, for example, transmit requests for customer information (personal information, purchase history, and conversation history, etc.) to the server device 10 and the customer terminal 20.

[0054] The receiving unit 313 receives various types of information from other information processing devices such as the server device 10 and the customer terminal 20. For example, the receiving unit 313 may receive employee call notifications from the server device 10. The receiving unit 313 may also receive customer information (personal information, purchase history, and conversation history, etc.) from the server device 10.

[0055] The output unit 314 controls the output device provided by the employee terminal 30 to output various types of information. The output unit 314 may output, for example, customer information or product information. The output unit 314 may also output, for example, a call notification. The output unit 314 may display the call notification as text data on a display device such as a display, or it may make the call notification using an audio output device such as a speaker. The output unit 314 may also output a medium on which the call notification has been printed from a printing output device.

[0056] The reading unit 315 reads predetermined information via an image input device such as a camera provided in the employee terminal 30. The reading unit 315 may, for example, read identification information (an example of first identification information) for identifying a product. This identification information may be provided in the form of a code such as a QR code installed on or near the product in the store, or an RFID tag such as NFC. The reading unit 315 may acquire the identification information by reading the code or RFID tag. The reading unit 315 may also read identification information displayed on the customer terminal 20.

[0057] (4) Operation processing (4-1) Action processing related to conversations between the customer and the customer service model 121 Figure 7 is a sequence diagram showing an example of the operation process of the information processing system 1 according to this embodiment. This operation process relates to a conversation between a customer and a customer service model 121.

[0058] (S1-1) The customer terminal 20 reads identification information (an example of first identification information) for identifying a product in response to customer operations in a physical store. This identification information may be provided in the form of a code such as a QR code placed on or near the product in the store, or in the form of an RFID tag such as NFC. Alternatively, this identification information may be obtained by image recognition processing (object recognition, search, etc.) on an image obtained by the customer terminal 20 capturing a product.

[0059] (S1-2) The customer terminal 20 displays, for example, the conversation screen 100 shown in Figure 8, in response to acquiring identification information for identifying a product. The conversation screen 100 is a screen for the customer to converse with the customer service model 121 (inputting purchase request information and confirming the outputted response information). Note that steps S1-1 to S1-2 do not need to be executed when using an online store. When using an online store, for example, the customer may display the conversation screen 100 by arbitrarily operating the customer terminal 20.

[0060] (S1-3) The customer terminal 20 receives the input of purchase request information in response to the customer's operation on the conversation screen 100. The format of the purchase request information may be any format, such as text, voice, or image. For example, the customer can input purchase request information by entering any text into the text input field 105 on the conversation screen 100 shown in Figure 8. Alternatively, the customer can input purchase request information by activating the voice input function by selecting the microphone icon 106 on the conversation screen 100 and speaking into the customer terminal 20. The customer can also input purchase request information by selecting the function call button 104. For example, if the customer selects the text portion of the function call button 104, such as "Activate camera and take a picture," the customer terminal 20's input / output I / F 404 will take an image, and the purchase request information can be input as an image. Alternatively, if the customer selects the text portion of the function call button 104, such as "I want to hear your recommendations," the default purchase request information can be input. The speech bubble 103 on the conversation screen 100 may display the content of the purchase request information entered by the customer. Additionally, by selecting "Select from Photos" (not shown) as the function call button 104, the customer can input an image selected from saved images, etc., as purchase request information.

[0061] (S1-4) The customer terminal 20 transmits the entered purchase request information to the server device 10. The format of the purchase request information may be any format, such as text, audio, or images, depending on the content entered by the customer.

[0062] (S1-5) The server device 10 inputs the received purchase request information into the customer service model 121 and causes the customer service model 121 to output response information. For example, the server device 10 may use a customer service model that utilizes machine learning or natural language processing to provide personalized response information based on the customer's preferences and purchase history. The response information may include product specifications, prices, inventory information, or suggestions for similar products. The server device 10 may further perform machine learning on the customer service model 121 using training data that includes the purchase request information transmitted from the customer terminal 20 in S1-4 and the response information output by inputting the purchase request information into the customer service model 121 in S1-5.

[0063] (S1-6) The server device 10 transmits the generated response information to the customer terminal 20. For example, the server device 10 may transmit the response information generated based on the purchase request information in any format, such as text, audio, images, or videos.

[0064] (S1-7) The customer terminal 20 outputs the received response information. For example, the customer terminal 20 may display or play the response information in one of the following formats—text, audio, image, or video—on the conversation screen 100 shown in Figure 8, and present it to the customer in the most optimal way. The response information display unit 102 is a chat display area for presenting the response information generated by the server device 10. The response information display unit 102 may be an area that displays the response information in the format of text, audio, image, etc.

[0065] Steps S1-3 to S1-7 described above may be performed repeatedly as needed. That is, the customer can repeatedly input purchase request information and check the outputted information until they obtain the desired response information. This makes it possible to select products appropriately. In particular, by checking the personalized response information generated by the customer service model 121, customers can make more efficient and accurate selections.

[0066] (4-2) Operational processing related to the interaction between customer service model 121 and employees Figure 9 is a sequence diagram showing an example of the operation process of the information processing system 1 according to this embodiment. This operation process, relating to the cooperation between the customer service model 121 and the employee, may be executed, for example, following the operation process shown in Figure 7.

[0067] (S2-1) The customer terminal 20 receives input for employee call requests. For example, in the conversation screen 100 shown in Figure 8, the customer terminal 20 receives input for a call request in response to the customer selecting the call request icon 101. In the example in Figure 8, the icon 101 includes a bell object and the text "Call an employee," but the display of the call request icon is not limited to that shown.

[0068] (S2-2) The customer terminal 20 transmits the entered call request to the server device 10.

[0069] (S2-3) The server device 10 sends a call notification to the employee terminal 30 based on the received call request. The data format of the call notification is appropriately selected according to the configuration and output method of the employee terminal 30. For example, if the notification is to be displayed on the employee terminal 30's screen, it is sent as text data, and if the terminal is capable of voice notification, voice data is sent. This allows employees to quickly recognize the call request and take appropriate action.

[0070] (S2-4) The employee terminal 30 receives the call notification transmitted from the server device 10 and provides an appropriate notification according to the output format. The employee terminal 30 may, for example, display the notification as text data on a display device such as a display, or it may provide an audio notification using an audio output device such as a speaker. Alternatively, the employee terminal 30 may print the call notification onto a medium using a printing output device. This allows employees to recognize call requests in an appropriate manner and respond quickly.

[0071] The call request (S2-2) may also include identification information for identifying customer information. Based on the information contained in the call request (S2-3), the server device 10 may refer to the storage unit 12 to identify the customer information and then send the identified customer information to the employee terminal 30 along with the call notification (S2-3). The employee terminal 30 may output the customer information along with the received call notification (S2-4). This allows employees to understand customer information and handle customer interactions smoothly.

[0072] (S2-5) The customer terminal 20 outputs second identification information for identifying customer information, for example, when an employee comes to the customer after receiving a call notification. The customer terminal 20 may display a QR code on its screen, for example, or it may output the information via short-range wireless communication. Figure 10 is an example of a code display screen 200 displayed on the customer terminal 20 when the second identification information is displayed as a QR code. The display screen 200 may include a QR code 201 and a message text 202 for the customer. The message text 202 may include a message such as, "Please show the QR code to the staff."

[0073] (S2-6) The employee terminal 30 reads the code displayed on the customer terminal 20 in response to an action taken by an employee who has received a code displayed on the customer terminal 20 from a customer. For example, the employee terminal 30 may scan the code using a camera or barcode reader mounted on the employee terminal 30. The employee terminal 30 then obtains second identification information (identification information for identifying customer information). The customer terminal 20 may also transmit the second identification information to the employee terminal 30 via short-range wireless communication.

[0074] (S2-7) The employee terminal 30 sends a customer information request to the server device 10. The customer information request may include, for example, second identification information obtained by reading the code in S2-6.

[0075] (S2-8) When the server device 10 receives a customer information request, it retrieves the requested customer information from the storage unit 12 based on the customer information request. The server device 10 may retrieve, for example, personal information, purchase history, and conversation history as customer information.

[0076] (S2-9) The server device 10 transmits the acquired customer information to the employee terminal 30.

[0077] (S2-10) The employee terminal 30 displays customer information received from the server device 10. For example, the display may show a list of the customer's purchase history, enabling employees to provide optimal customer service quickly.

[0078] Figure 11 is a schematic diagram showing an example of a customer information display screen 300 displayed on an employee terminal 30. The customer information display screen 300 may include, for example, a personal information display area 301, a purchase history display area 302, and a conversation history display area 303.

[0079] The display area 301 may display information obtained from personal information 122 stored in the storage unit 12 of the server device 10. Employees can instantly check basic customer information, enabling smooth customer service. Furthermore, by appropriately managing attribute information for each customer, it becomes possible to make product suggestions based on purchase history and preferences.

[0080] The display area 302 may display information obtained from the purchase history 123 stored in the storage unit 12 of the server device 10. Employees can instantly check a customer's past purchase history, enabling smoother customer service. Furthermore, by properly managing customer purchase history, it becomes possible to offer similar products to those previously purchased, as well as appropriate suggestions regarding warranty coverage and after-sales service. This reduces the workload on employees and improves customer satisfaction.

[0081] The display area 303 may display information obtained from the conversation history 124 stored in the storage unit 12 of the server device 10. Employees can instantly check past inquiries made by customers and their interactions with the customer service model 121 (purchase request information and response information, etc.), enabling smooth customer service. Furthermore, by appropriately managing each customer's conversation history, online inquiries can be carried over to the store, ensuring consistency in customer service. This saves customers the trouble of repeatedly explaining the same information, allowing them to enjoy a smoother purchasing experience. In addition, by having employees provide supplementary explanations about products recommended by the customer service model 121, seamless collaboration between AI (customer service model 121) and human customers can be achieved.

[0082] As a result, employees can quickly provide appropriate responses to each customer. Furthermore, they can easily access customers' past purchase and inquiry history, enabling personalized customer service. In addition, real-time communication with the server device 10 allows for the acquisition of the latest customer information and the provision of accurate guidance.

[0083] Alternatively, instead of steps S2-5 to S2-10 described above, the customer terminal 20 may first send a customer information request to the server device 10, then obtain customer information from the server device 10, and output the obtained customer information in a format that can be obtained by the employee terminal 30 (such as a code like a two-dimensional barcode or a signal for short-range wireless communication). The employee terminal 30 may then obtain the customer information from the customer terminal 20. The format of the output of the customer information is not particularly limited as long as it can be obtained by the employee terminal 30, but for example, it may be a signal transmitted via short-range wireless communication or a code displayed on a display device (such as a QR code). [Explanation of Symbols]

[0084] 1…Information processing system, 10…Server device, 11…Control unit, 111…Customer service model management unit, 112…Customer information management unit, 113…Receiving unit, 114…Response information output unit, 115…Transmission unit, 12…Storage unit, 121…Customer service model, 122…Personal information, 123…Purchase history, 124…Conversation history, 20…Customer terminal, 21…Control unit, 211…Operation reception unit, 212…Transmission unit, 213…Receiving unit, 214…Output unit, 215…Reading unit, 30…Employee terminal, 31…Control unit, 311…Operation reception unit, 312…Transmission unit, 313…Receiving unit, 314…Output unit, 315…Reading unit, 400…Computer, 401…Processor, 402…Memory, 403…Storage, 404…Input / output interface, 405…Communication interface

Claims

1. An information processing system comprising a customer terminal used by the customer and a server device, The aforementioned customer terminal is A reception desk that accepts input of purchase request information regarding the purchase of eyewear, The system includes a purchase request information transmission unit that transmits the purchase request information to the server device, The server device is A purchase request information receiving unit that receives the purchase request information from the customer terminal, A customer service model generated by machine learning using training data containing arbitrary purchase request information and response information related to the purchase of eyewear is input to a customer service model, and a response information output unit outputs response information indicating a response to the purchase request information. The system includes a response information transmission unit that transmits the response information to the customer terminal, The aforementioned customer terminal further, A response information receiving unit that receives the response information from the server device, An information processing system comprising: a response information output unit that outputs the received response information.

2. The aforementioned customer terminal is An acquisition unit that acquires first identification information for identifying a product, The system further comprises an input screen output unit that outputs an input screen for purchase request information based on the first identification information, The information processing system according to claim 1.

3. The aforementioned customer service model is further machine-learned using training data generated based on specific users. The information processing system according to claim 1.

4. The customer service model is further trained using learning data that includes the purchase request information received by the purchase request information receiving unit and the response information output by inputting the purchase request information into the customer service model. The information processing system according to claim 1.

5. The aforementioned information processing system further includes employee terminals for use by store employees, The aforementioned customer terminal is A call request receiving unit that receives input of call requests from the aforementioned employees, A call request transmission unit that transmits the call request to the server device, The server device is A call request receiving unit that receives the call request from the customer terminal, The system further comprises a call notification transmission unit that transmits a call notification to the employee terminal based on the call request, The aforementioned employee terminal is A call notification receiving unit that receives the call notification from the server device, The system includes a call notification output unit that outputs the aforementioned call notification. The information processing system according to claim 1.

6. The server device is A storage unit that stores customer information, including the purchase request information and the response information, in association with the customer in a predetermined storage unit, A customer information acquisition unit that acquires the customer information from the predetermined storage unit in response to the call request, The system further comprises a customer information transmission unit that transmits the acquired customer information to the employee terminal, The information processing system according to claim 5.

7. The aforementioned information processing system further includes employee terminals for use by store employees, The server device further, A storage unit that stores customer information, including the purchase request information and the response information, in association with the customer in a predetermined storage unit, A customer information request receiving unit that receives a customer information request, which is a request for the aforementioned customer information, from the customer terminal or the employee terminal, A customer information acquisition unit that acquires the customer information from a predetermined storage unit in response to the customer information request, The system includes a customer information transmission unit that transmits the acquired customer information to the customer terminal or the employee terminal, The information processing system according to claim 1.

8. The aforementioned customer terminal is A customer information request transmission unit that transmits the customer information request to the server device, A customer information receiving unit that receives the aforementioned customer information from the server device, The system further comprises a customer information output unit that outputs the received customer information, The aforementioned employee terminal is The system further comprises a customer information acquisition unit that acquires the customer information output by the customer information output unit. The information processing system according to claim 7.

9. The customer information output unit displays a code that allows the customer information to be read, The customer information acquisition unit acquires the customer information by reading the code. The information processing system according to claim 8.

10. The aforementioned customer terminal is The system further includes a second identification information output unit that outputs second identification information for identifying the aforementioned customer information, The aforementioned employee terminal is A second identification information acquisition unit acquires the second identification information output by the second identification information output unit, A customer information request transmission unit that transmits the customer information request, including the second identification information, to the server device, The system further includes a customer information receiving unit that receives the aforementioned customer information from the server device. The information processing system according to claim 7.

11. The second identification information output unit displays a code that allows the second identification information to be read. The second identification information acquisition unit acquires the second identification information by reading the code. The information processing system according to claim 10.

12. An information processing method performed by an information processing system comprising a customer terminal used by a customer and a server device, The aforementioned customer terminal We accept input of purchase request information regarding the purchase of eyewear, The process involves transmitting the aforementioned purchase request information to the server device, The aforementioned server device Receiving the aforementioned purchase request information from the customer terminal, By inputting the received purchase request information into a customer service model generated by machine learning using training data containing arbitrary purchase request information and response information regarding the purchase of eyewear, the system outputs response information indicating the answer to the purchase request information. The above response information is transmitted to the customer terminal, and the above is performed. The aforementioned customer terminal further, Receiving the response information from the server device, The received response information is output and the following is performed: Information processing methods.

13. A purchase request information receiving unit that receives purchase request information regarding the purchase of eyewear from the customer's terminal used by the customer, A customer service model generated by machine learning using training data containing arbitrary purchase request information and response information related to the purchase of eyewear is input to a customer service model, and a response information output unit outputs response information indicating a response to the purchase request information. An information processing apparatus comprising: a response information transmission unit that transmits the response information to the customer terminal.

14. Information processing device, Receiving purchase request information regarding eyewear purchases from the customer's terminal, By inputting the received purchase request information into a customer service model generated by machine learning using training data containing arbitrary purchase request information and response information regarding the purchase of eyewear, the system outputs response information indicating the answer to the purchase request information. An information processing method that performs the following: transmitting the aforementioned response information to the customer terminal.

15. One or more computers A purchase request information receiving unit that receives purchase request information regarding the purchase of eyewear from the customer's terminal used by the customer, A customer service model generated by machine learning using training data containing arbitrary purchase request information and response information related to the purchase of eyewear is input to a customer service model, and a response information output unit outputs response information indicating a response to the purchase request information. A program for causing a response information transmission unit to function as a unit that transmits the aforementioned response information to the customer terminal.

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