Information provision system, information provision method and program

Abstract

To provide a technique capable of transmitting user information to a customer service support unit so that information on a visiting user can be grasped to provide customer service.SOLUTION: An information providing system comprises: a user information storage unit for storing user information; a reservation information storage unit for storing reservation information received from a user in association with the user information; an authentication unit for authenticating a visiting user based on a comparison of the user information with information obtained from an image of the visiting user entering a facility; a collation unit for collating the information of the visiting user authenticated by the authentication unit with the reservation information stored in the reservation information storage unit; and a communication unit for outputting visiting information obtained by combining the information of the visiting user and the reservation information collated by the collation unit to a customer service support unit.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to an information providing system, an information providing method, and a program. [Background technology]

[0002] Recently, various technologies using robots have been proposed as a way to solve the labor shortage. Patent Document 1 discloses a technology in which a robot explains exhibits to visitors (users) and guides them around an exhibition hall. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent No. 6142306 Summary of the Invention [Problem to be solved by the invention]

[0004] However, because the sales representative (facility staff) can only grasp the user information after the visitor's registration has been completed, this may cause the visiting user to feel uneasy or there may be delays in customer service until the sales representative has grasped the user information after the visitor's arrival at the store.

[0005] In view of the above-mentioned problems, the present invention provides a technique capable of transmitting user information to a customer service support unit so that information about a visiting user can be grasped and customer service can be provided. [Means for solving the problem]

[0006] An information providing system according to one aspect of the present invention includes: An information providing system for providing information for serving customers to a customer service support means, The identification information for identifying a user, the item information related to the user, the image information used for authenticating the user, and the characteristic information obtained by digitizing the image information are included. A user information storage means for storing user information; storing identification information for identifying the user and item information relating to the user; Reservation information received from users, The identification information and the item informationA reservation information storage means for storing the reservation information in association with the Image of a visitor entering the facility Rather than processing Acquired acquisition Information and 、 The user information The characteristic information contained in Based on a comparison with If the acquired information matches the characteristic information, An authentication means for authenticating the visiting user; The visiting user authenticated by the authentication means The identification information and the above item information and The visiting user's Reservation Information is stored in the reservation information storage means A verification means for verifying the a change information acquisition means for acquiring, as change information, item information that has been changed by comparing the item information of the visiting user acquired from the user information storage means based on the identification information of the visiting user with the item information of the visiting user linked to the reservation information, the item information of the visiting user acquired from the reservation information storage means based on the reservation information of the visiting user; an estimation means for estimating a reason preset for each of the change information as a visit reason of the visiting user; before Visiting user The identification information and the reservation information Come Visit Information As mentioned above As a means of customer service support offer and a communication means for 、 The communication means provides the visit information and the reason for the visit estimated by the estimation means to the customer service support means; The communication means, as the customer service support means, provides the visit information and the reason for the visit to a terminal device of a sales representative and a guide robot that serves the visiting user. It is characterized by the above. Effect of the Invention

[0007] According to the present invention, by transmitting user information to the customer service support unit, the visiting user's information can be grasped and the customer service can be provided. For example, a sales representative (facility staff) can communicate with the visiting user by calling the visiting user by name, and can smoothly proceed with business negotiations. [Brief description of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram showing an example of the configuration of an information providing system. [Diagram 2] ST21 is a diagram showing an example of the configuration of a user information storage section, and ST22 is a diagram showing an example of the configuration of a reservation information storage section. [Diagram 3] 3A and 3B are diagrams for explaining the configuration of a guide robot, in which ST31 shows the external configuration of the guide robot, and ST32 shows the functional configuration of the guide robot. [Figure 4]ST41 shows the functional configuration of the terminal device, and ST42 shows the functional configuration of the camera unit. [Diagram 5] FIG. 1 is a diagram showing an example of a store to which an information provision system can be applied. [Figure 6] FIG. 2 is a diagram illustrating a process flow in the information providing system. [Figure 7] FIG. 13 is a diagram showing an example of a display on a terminal device that notifies a visiting user when there is change information. [Figure 8] FIG. 13 is a diagram showing an example of a display on a terminal device notifying a visiting user when there is no change information. [Figure 9] 13 is a diagram showing an example of a display on a terminal device notifying a visiting user who is a new user. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0009] Hereinafter, the embodiments will be described in detail with reference to the accompanying drawings. Note that the following embodiments do not limit the invention according to the claims, and not all combinations of features described in the embodiments are essential to the invention. Two or more features among the multiple features described in the embodiments may be arbitrarily combined. In addition, the same reference numbers are used for the same or similar configurations, and duplicated descriptions are omitted.

[0010] Fig. 1 is a diagram showing an example of the configuration of an information provision system STM, in which the information provision system SYM has a shared information server 10 that functions as a shared information server having a database shared throughout the system, and an information provision device 20, a guide robot 30, a terminal device 40, and a camera unit 50 (imaging section) that are capable of communicating with the shared information server 10. The information provision system STM is a system that provides information for serving customers to the guide robot 30 and the terminal device 40 of a sales representative (facility staff). In the example of Fig. 1, a single information provision device 20 is shown as an example, but the present invention is not limited to this example, and multiple information provision devices 20 can be connected to the network NW.

[0011] The information provision system STM is applied, for example, in a store 500 (showroom) of an automobile dealership.

[0012] The information providing device 20, which functions as a server for managing store information, is placed in an office or the like in each store, and can communicate bidirectionally with a higher-level shared information server 10 that manages user information via a network NW. The information providing device 20 can also transmit (transmit) information to a guide robot 30 that guides and serves visiting users (visitors) in the store, and to a terminal device 40 of a salesperson in the store. The information providing device 20 can also receive images (image information) from a camera unit 50 (imaging section). The information providing device 20 can communicate bidirectionally with the shared information server 10, and can perform various information processing based on information acquired from the shared information server 10, and transmits (transmits) the results of the information to the guide robot 30 and the terminal device 40 in the store.

[0013] The guide robot 30 is a robot for guiding and serving a visiting user 590 in a store 500 (showroom). In Fig. 5, a guide robot 30a that handles reception near an entrance 510 of the store 500 and a guide robot 30b that is present at a business negotiation between a salesperson 580 and a visiting user 590 in a business negotiation space 520a are shown. In the following description, when there is no need to distinguish between these, they will be referred to as guide robots 30.

[0014] The terminal device 40 is a terminal operated by a sales representative 580. The sales representative 580 can use the terminal device 40 to present various materials related to the exhibited vehicle 535 arranged in the store 500 to the visiting user 590, and can check information on the visiting user 590, etc.

[0015] Camera unit 50 is a unit that photographs facilities inside store 500 (showroom) and outside store 500. In Fig. 5, camera unit 50a that photographs facilities outside store 500, camera unit 50b that photographs negotiation spaces 520a and 520b, respectively, and camera unit 50c that photographs the entire store 500 are provided. In the following description, when there is no need to distinguish between camera units 50a to 50c, they will be referred to as camera unit 50.

[0016] A plurality of camera units 50 are placed inside the store 500, in the parking spaces outside the store 500, and in the walking spaces leading from the parking spaces to the store, and transmit captured image information to the information providing device 20. Here, the parking spaces, which are spaces outside the store, and the walking spaces leading from the parking spaces to the store are referred to as facilities outside the store (also simply referred to as facilities).

[0017] The camera units 50 b and 50 c arranged in the store 500 capture a facial image of a visiting user 590 who enters the store and transmits the captured image to the information providing device 20 .

[0018] The camera unit 50a arranged in the facility outside the store captures information on the license plate of a vehicle that has entered a parking space and transmits it to the information providing device 20. The camera unit 50a arranged in the facility outside the store also captures facial images of visiting users in the walking space and transmits them to the information providing device 20. The information providing device 20 performs image processing based on the images (image information) transmitted from the camera unit 50a arranged in the facility outside the store, and performs pre-authentication (authentication) of the visiting users.

[0019] In addition, the information providing device 20 can perform image processing based on images (image information) transmitted from a camera unit 50a installed in a facility outside the store and camera units 50b and 50c installed inside the store, and can also perform pre-authentication of visiting users.

[0020] (Configuration of shared information server 10 (shared information server)) The shared information server 10 has, as its hardware configuration, a processing unit 11 (CPU), a communication unit 12, and a storage unit 13. The processing unit 11 (CPU: Central Processing Unit) performs various processes for controlling the shared information server 10 as a whole.

[0021] The communication unit 12 can transmit and receive data to and from an information providing device 20 (robot server) installed in each store via the network NW. The communication unit 12 can transmit various information stored in the storage unit 13 in response to a data request from the information providing device 20.

[0022] The storage unit 13 has a ROM (Read Only Memory) for storing the program executed by the processing unit 11, and a RAM (Random Access Memory) for storing various information as a working area when the processing unit 11 executes the program. The storage unit 13 also has a large-capacity storage unit for storing various information including user information. The storage unit 13 can be configured with a memory card, a flash memory, an HDD (Hard Disk Drive), etc. The storage unit 13 has a user information storage unit 13a for storing user information.

[0023] ST21 in Figure 2 is a diagram showing an example of the configuration of the user information storage unit 13a, and the user information stored in the user information storage unit 13a includes a user ID and user name for identifying the user, the user's address, the user's family composition, business store, business history information, and authentication information.

[0024] The information on the user's address, the user's family composition, the business store, and the business history is used as basic information for estimating the visiting user's reason for visiting the store (reason for visiting). The information providing device 20 can estimate the visiting user's reason for visiting the store based on the change information of the changed items by comparing the user information (user's address, user's family composition, business store, and business history information) corresponding to the visiting user information (ID, user name) authenticated by pre-authentication with the user information included in the reservation information.

[0025] In the information on the business stores, SP1, SP2, etc. indicate the business stores where each user does business. By referring to the information on the business stores, the information providing device 20 can determine whether the visiting user is a user of another store or a user of the own store.

[0026] The business history information includes information on the vehicle purchased by the user (D1, etc.: model, year, grade, etc.) and information on the repair history (D2) (date and time, cost, number of repairs, etc.).

[0027] The authentication information includes information written on the vehicle license plate used for pre-authentication of visiting users, image information used for face authentication, and characteristic information obtained by digitizing the image information.

[0028] The information providing device 20 identifies the relevant visiting user (ID, user name) based on a comparison between information (information obtained by image processing) obtained from the image (image information) transmitted from the camera unit 50 and user information (authentication information included in the user information) obtained from the user information storage unit 13a of the shared information server 10.

[0029] The example of user information is just an example, and various other information can be combined.

[0030] ST22 in Fig. 2 is a diagram showing an example of the configuration of the reservation information storage unit 23a, which is linked to information in the user information storage unit 13a by the user ID and the visitor's name. The input information is information entered by the visitor when making a reservation, and can be compared with the information stored in the user information storage unit 13a when verifying. Note that the input information example is just one example, and various other information can be combined.

[0031] The shared information server 10 can store information acquired through communication with the information providing device 20 via the network NW in the storage unit 13 (user information storage unit 13a, reservation information storage unit 23a). Furthermore, the processing unit 11 of the shared information server 10 can update the information stored in the storage unit 13 based on the information acquired through communication with the information providing device 20. The processing unit 11 can, for example, add new user information or user reservation information or update already stored information based on the information acquired through communication with the information providing device 20.

[0032] (Configuration of information providing device 20) The information providing device 20 includes a processing unit 21 (CPU: Central Processing Unit), a communication unit 22, and a storage unit 23.

[0033] The communication unit 22 can transmit and receive information bidirectionally to and from the shared information server 10 via the network NW. The communication unit 22 can also receive images (image information) from a camera unit 50 (imaging unit) and transmit (communicate) the information to a guide robot 30 that serves visitors in the store and to a terminal device 40 of a sales representative in the store.

[0034] The storage unit 23 has a ROM for storing the program executed by the processing unit 21, and a RAM for storing various information as a working area when the processing unit 21 executes the program. The storage unit 23 also has a large-capacity storage unit for storing various information including various information received from the shared information server 10, the results of various analysis processes by the processing unit 21, and reservation information of the user. The storage unit 23 can be configured with a memory card, a flash memory, an HDD (Hard Disk Drive), etc. The storage unit 13 has a reservation information storage unit 23a for storing reservation information received from a user in association with user information stored in the user information storage unit 13a. The reservation information is registered in the reservation information storage unit 23a by accessing the reservation information site of each store published on the Web from the user's mobile terminal or an external information processing device, logging in with an ID, a user name, etc., and then inputting information according to a predetermined format.

[0035] ST22 in Fig. 2 is a diagram showing an example of the configuration of the reservation information storage unit 23a, and the reservation information of the user stored in the reservation information storage unit 23a includes information of the visiting user (ID, user name) and reservation time. The reservation information includes user information input by the user, such as address, family composition, and business store information.

[0036] The processing unit 21 of the information providing device 20 has, as functional components, an authentication unit 211, a matching unit 212, a change information acquisition unit 213, and an estimation unit 214. These functional components are realized by the processing unit 21 of the information providing device 20 executing a predetermined program read from the storage unit 23. The components of the functional components of the information providing device 20 may be configured with an integrated circuit or the like as long as they perform similar functions.

[0037] The authentication unit 211 pre-authenticates a visiting user based on a comparison between information acquired from an image of the visiting user entering the facility (parking space, walking space) and user information (authentication information included in the user information). For a user whose data is stored in the user information storage unit 13a, the authentication unit 211 identifies the visiting user's identification information (ID) and user name through pre-authentication. For a user whose data is not stored in the user information storage unit 13a, the authentication unit 211 identifies the user as a new user through pre-authentication.

[0038] The collation unit 212 collates the information of the visiting user pre-authenticated by the authentication unit 211 with the reservation information stored in the reservation information storage unit 23a. Using ID=001 and user name "A" as key information for the visiting user information, the collation unit 212 identifies, as the reservation information stored in the reservation information storage unit 23a, that a reservation time of "13:00" is set for the visitor (visiting user) with ID=001 and user name "A."

[0039] The communication unit 22 outputs visit information, which is a combination of the visiting user information collated by the collation unit 212 and the reservation information, to a customer service support unit in the store. The customer service support unit in the store includes a guide robot 30 and a terminal device 40 of a sales representative. That is, the communication unit 22 transmits the visit information to the terminal device 40 of the sales representative (facility staff) and the guide robot 30 that serves the visiting user. By transmitting the user information to the customer service support unit, it is possible to grasp the visiting user's information at an early stage at the time of the visit and to serve the visiting user. For example, the sales representative (facility staff) can communicate with the visiting user by calling the visiting user by name, etc., and can smoothly proceed with business negotiations.

[0040] The communication unit 22 can also transmit the visit information to the terminal device 40, the guide robot 30, and other display devices and information processing devices for sharing the user information of visiting users within the store. This allows the visiting user's information to be grasped at the time of the visit and shared within the store, making it possible to provide coordinated customer service within the store.

[0041] The change information acquisition unit 213 acquires change information of changed items by comparing user information corresponding to the visiting user information with the reservation information. The change information acquisition unit 213 acquires user information corresponding to the visiting user information (information on the user's address, the user's family structure, the business store, and the business history) from the user information storage unit 13a of the shared information server 10, and acquires change information of changed items by comparing with the user information included in the reservation information.

[0042] The change information includes a change in store information in which the business store corresponding to the visiting user is changed from another store to the user's own store. When the store information is changed, the change information acquisition unit 213 acquires, as change information, information on the business history at the other store from the user information stored in the user information storage unit 13a.

[0043] The change information also includes changes to the visiting user's address information and changes to the visiting user's family structure.

[0044] The estimation unit 214 estimates the reason for the visit of the visiting user based on the change information. For example, when the business store is changed from another store to the user's own store, the estimation unit 214 estimates the reason for the visit based on the past business history of the other store.

[0045] If the address information of the visiting user has changed, the estimation unit 214 estimates the reason for the visit due to the change in address information, for example, that the visiting user visited a store close to the changed address information.

[0046] If the visiting user's family composition has changed, the estimation unit 214 estimates the reason for the visit due to the change in family composition, for example, that the user has come to the store to purchase a new car that matches the changed family composition.

[0047] When the estimation unit 214 estimates the reason for the visit, the communication unit 22 transmits the visit information and the reason for the visit estimated by the estimation unit 214 to the customer service support unit (the guide robot 30, the terminal device 40).

[0048] By estimating the reason for a visiting user's visit and transmitting it to the customer service support unit (guide robot 30, terminal device 40), for example, the guide robot 30 that has received the reason for the visit can control the user interface based on the reason for the visit and change the customer service provided to the visitor. Also, the sales representative of the terminal device 40 that has been notified of the reason for the visit can obtain the reason for the visiting user's visit at an early timing during the visit, reducing the visitor's anxiety and enabling early customer service responses corresponding to the reason for the visit.

[0049] (Configuration of guide robot 30) Fig. 3 is a diagram for explaining the configuration of the guide robot, in which ST31 shows the external configuration of the guide robot, and ST32 shows the functional configuration of the guide robot.

[0050] The guide robot 30 is a robot for serving customers in the store 500. In Fig. 1, a guide robot 30a that handles reception near an entrance 510 of the store 500 and a guide robot 30b that is present at a business negotiation between a salesperson 580 and a visiting user 590 in a business negotiation space 520a are shown. In the following description, when there is no need to distinguish between these, they will be referred to as guide robots 30.

[0051] As shown in ST31 in Fig. 3, the guide robot 30 is formed in a generally upright gourd shape, and is roughly composed of a head 301, a constricted portion 302, and a torso 303. In this embodiment, the guide robot 30 is about 110 cm tall. The guide robot 30 has no arms or legs, and is configured to be able to move freely in any direction of 360 degrees, including forward, backward, left, right, and diagonal directions, by means of a running device 304 provided at the bottom end of the torso 303. Note that a description of the specific configuration of the running device 304 will be omitted.

[0052] In this way, the guide robot 30 has a head 301 that is slightly larger than the body 303 and has a shape without arms or legs, which makes it easy for children to hug and facilitates communication with the children. In addition, the guide robot 30 can move while the running device 304 swings back and forth and left and right, which makes it easy for the visiting user 590 to notice the approach, and enables movements that facilitate communication with the visiting user 590.

[0053] The head 301 of the guide robot 30 is provided with a face 305 having a substantially elliptical shape elongated in the horizontal direction, and the face 305 is configured to be capable of displaying the facial expression of the guide robot 30, simple text images, and the like. In this embodiment, a pair of pseudo eyes 306 representing eyes is displayed on the face 305 of the guide robot 30, and various facial expressions can be expressed by the pair of pseudo eyes 306. For example, by changing the shape of the pair of pseudo eyes 306, facial expressions such as joy, anger, sadness, and happiness can be expressed. In this embodiment, a pseudo mouth 307 representing a mouth is also displayed, and by changing the shape of the pseudo mouth 207 in addition to the pair of pseudo eyes 306, it is possible to make the change in facial expression easier to understand.

[0054] The guide robot 30 is also configured to be able to move the positions of the pair of artificial eyes 306 in the face 305. The guide robot 30 expresses the movement of moving the line of sight by changing the positions of the pair of artificial eyes 306 in the face 305.

[0055] The embodiment of the guide robot 30 is merely an example, and other embodiments of the robot may be adopted. For example, the shape of the guide robot 30 may be changed as appropriate. The robot may also include a stationary robot, and for example, stationary robots may be placed near the entrance 510 of the store 500 and in each of the negotiation spaces 520a and 520b.

[0056] The guide robot 30 includes a processing unit 321 , a memory unit 322 , a communication unit 323 , an input unit 324 , an output unit 325 , a traveling unit 326 , a group of sensors 327 , and an imaging unit 328 .

[0057] The processing unit 321 (CPU: control unit) performs various processes for controlling the guide robot 30 as a whole.

[0058] The storage unit 322 has a ROM for storing the programs executed by the processing unit 321, and a RAM for storing various information as a work area when the processing unit 321 executes the programs. The storage unit 322 also has a large-capacity storage unit for storing various information including various information received from the information providing device 20 (robot control server) and results of various analysis processes by the processing unit 321.

[0059] The communication unit 323 is capable of bidirectional communication with the information providing device 20 (robot control server) via the network NW.

[0060] The processing unit 321 (control unit) can perform various information processes and control each part of the guide robot 30 based on information transmitted from the information providing device 20 (robot control server) via the communication unit 323.

[0061] The input unit 324 accepts various inputs. The input unit 324 may be, for example, various switch buttons that can be operated during maintenance, a microphone that accepts voice input from the visiting user 590, or an operation panel that accepts input of reservation information by the visiting user 590.

[0062] The output unit 325 outputs various information. The output unit 325 may be, for example, a speaker capable of outputting sound, or a display unit such as a display capable of displaying images. In this embodiment, the face unit 305 functions as the output unit 325 that displays images.

[0063] The processing unit 321 (control unit) of the guide robot 30 changes the service provided to the visiting user by controlling the output unit 325 (user interface) based on the visit information and change information transmitted from the information providing device 20 (robot control server). For example, if the business store information is changed from SP1 (another store) to SP2 (own store), the processing unit 321 (control unit) controls the output unit 325 to output a voice based on the change information ("We are very grateful for your help at business store SP1. Thank you for your first visit to business store SP2. We look forward to serving you as you did at business store SP1.") or display an image.

[0064] Furthermore, when the information received from the communication unit 22 of the information providing device 20 does not include change information, the processing unit 321 (control unit) of the guide robot 30 serves the visiting user by controlling a user interface based on the business history of the visiting user at the store identified based on the visit information. The processing unit 321 (control unit) controls the output unit 325 to display a voice output ("Thank you for visiting us since XX / XX") or an image display based on the business history of the visiting user at the store.

[0065] The running unit 326 is composed of the above-mentioned running device 304 that allows the guide robot 30 to self-propel. The running unit 326 includes, for example, a battery and an electric motor, and is configured so that the electric motor is driven by power supplied from the battery. The running unit 326 can be appropriately configured using known electric technology.

[0066] The sensor group 327 may include various sensors such as sensors that detect the moving and stopped state of the guide robot 30, such as a running speed sensor, an acceleration sensor, and a gyro sensor, as well as sensors that detect the state around the guide robot 30, such as an obstacle sensor, a human presence sensor, and a moving object sensor.

[0067] The imaging unit 328 is a camera having an imaging element such as a CCD or a CMOS, and is configured to be able to capture an image of a visiting user who visits the store. The imaging unit 328 is provided, for example, in the head 301 of the guide robot 30. This arrangement makes it easier to capture an image of the face of the visiting user. The imaging unit 328 may also be provided near the pair of artificial eyes 306 of the guide robot 30 from the viewpoint of capturing an image of the face of the visiting user.

[0068] (Configuration of terminal device 40) 4 is a diagram showing the functional configuration of the terminal device 40. The terminal device 40 includes a processing unit 431, a storage unit 432, a communication unit 433, an input unit 434, and an output unit 435.

[0069] The processing unit 431, the storage unit 432, and the communication unit 433 may have the same configurations as the processing unit 321, the storage unit 322, and the communication unit 323 of the guide robot 30. The processing unit 431 (CPU: control unit) performs various processes in the terminal device 40.

[0070] The storage unit 432 has a ROM for storing the programs executed by the processing unit 431, and a RAM for storing various information as a work area when the processing unit 431 executes the programs. The storage unit 432 also has a storage unit for storing various information received from the information providing device 20 (robot control server).

[0071] The communication unit 433 is capable of bidirectional communication with the information providing device 20 (robot control server) via the network NW.

[0072] The input unit 434 accepts various inputs from a sales representative. The input unit 434 is, for example, a touch panel. The output unit 435 outputs various information. The output unit 435 may be, for example, a speaker capable of outputting sound, or a display unit such as a display capable of displaying images.

[0073] The processing unit 431 (control unit) of the terminal device 40 controls the output unit 435 based on the visit information and the change information to notify the visiting user of the reason for his / her visit.

[0074] In addition, when the information received from the communication unit 22 of the information providing device 20 does not include change information, the processing unit 431 (control unit) of the terminal device 40 notifies the visiting user of the reason for visit by controlling the output unit 435 based on the business history of the visiting user at the store identified based on the visit information.

[0075] The sales representative of the terminal device 40 who has been notified of the reason for the visit can obtain the visiting user's reason for visit at an early stage during the visit, reducing the visitor's anxiety and enabling early customer service response that corresponds to the reason for the visit.

[0076] (Configuration of camera unit 50) ST42 in Fig. 4 is a diagram showing a functional configuration of the camera unit 50. The camera unit 50 includes an imaging section 541 and a communication section 542. The imaging section 541 of the camera unit 50 is capable of capturing still images or moving images, and for example, a digital camera equipped with an image sensor such as a CMOS (Complementary Metal-Oxide Semiconductor) sensor or a CCD (Charge Coupled Device) sensor is used for the imaging section 541. The communication section 542 is capable of bidirectional communication with the information providing device 20 via the network NW. The communication section 542 transmits an image (image information) captured by the imaging section 541 to the information providing device 20.

[0077] (Processing flow) 6 is a diagram explaining the flow of processing in the information provision system STM. In S501, the camera unit 50 captures an image for authentication of a visiting user. The camera unit 50a arranged in a facility outside the store captures information on the license plate of a vehicle that has entered a parking space and transmits it to the information provision device 20. The camera unit 50a arranged in a facility outside the store also captures a facial image of a visiting user in the walking space and transmits it to the information provision device 20.

[0078] The camera units 50 b and 50 c arranged in the store 500 capture a facial image of a visiting user 590 who enters the store and transmits the captured image to the information providing device 20 .

[0079] In S502, the authentication unit 211 applies known image processing techniques to the images (image information) transmitted from the camera units 50a, 50b, and 50c to obtain (extract) information on the license plate of the vehicle that has entered the parking space and information on the facial image of the visiting user.

[0080] In S503, the authentication unit 211 acquires user information (authentication information included in the user information) from the user information storage unit 13a of the shared information server 10. Then, the authentication unit 211 compares the information acquired by image processing with the authentication information acquired from the user information storage unit 13a of the shared information server 10 to authenticate the visiting user.

[0081] In S504, the authentication unit 211 determines whether or not the authentication information includes information corresponding to the information acquired by image processing. If the authentication information does not include information corresponding to the information acquired by image processing (S504-No), the authentication unit 211 identifies the user as a new user through pre-authentication, and generates information (visit information) indicating that the user is a new user. The authentication unit 211 generates, for example, text information and an identification display (icon) indicating that the user is a new user, as the information (visit information) indicating that the user is a new user, and proceeds to S512. The identification display (icon) can be, for example, a combination of text and any figure or symbol, as in the identification display 435b in FIG. 9.

[0082] In S512, the input unit 324 of the guide robot 30a, which handles reception near the entrance 510 of the store 500, receives reception information. This reception information includes, for example, name, address, family structure, and other information.

[0083] When the reception information is input by the visiting user, the estimation unit 214 estimates the reason for the visit based on the reception information.

[0084] In S513, the communication unit 22 transmits information (visit information) indicating that the visiting user is a new user, reception information, and information on the reason for the visit estimated from the reception information to the customer service support unit (the guide robot 30, the terminal device 40). The information (visit information) indicating that the visiting user is a new user includes text information (for example, "A new customer from ◎◎ Company...") and an identification display (icon) indicating that the user is a new user.

[0085] If the reception information is not entered or if the reason for the visit cannot be inferred based on the reception information, the communication unit 22 transmits information (visit information) indicating that the visiting user is a new user to the customer service support unit (guide robot 30, terminal device 40).

[0086] FIG. 9 is a diagram showing a display example of the terminal device 40 notifying a visiting user who is a new user, and the processing unit 431 (control unit) of the terminal device 40 controls the output unit 435 based on information received from the communication unit 22 of the information providing device 20 to display information indicating that the visiting user is a new user, reception information, and a reason for visiting estimated from the reception information on the display unit 435a. In the display example of FIG. 9, the display unit 435a displays text information ("A new customer from ◎◎ Company....") and an identification display 435b indicating that the user is a new user as information indicating that the user is a new user (visit information). By visually checking the identification display 435b, the salesperson (facility staff) can quickly recognize that the visiting user is a new user at the time of the visit and can serve the user. Furthermore, by checking the text information and reception information, specific communication can be achieved, and smooth business negotiations can be carried out.

[0087] At this time, the processing unit 321 (control unit) of the guide robot 30 changes the service provided to the visiting user by controlling the output unit 325 (user interface) based on the information transmitted from the information providing device 20 (robot control server). For example, the processing unit 321 (control unit) can control the output unit 325 to output a voice ("Thank you for your first visit to our store, ◎◎ Company.") or display an image.

[0088] On the other hand, if it is determined in S504 that the authentication information contains information corresponding to the information acquired by image processing (S504-Yes), the corresponding visiting user (ID, user name) is identified. Since the visiting user's information is stored in the user information storage unit 13a, the authentication unit 211 determines that the visiting user is a vehicle user of the same manufacturer, and proceeds to S505.

[0089] In S505, the collation unit 212 collates the information (ID, user name) of the visiting user pre-authenticated by the authentication unit 211 with the reservation information stored in the reservation information storage unit 23a. If the reservation information is not stored in the reservation information storage unit 23a (S505-No), the collation unit 212 advances the process to S510.

[0090] In S510, the input unit 324 of the guide robot 30a, which handles reception near the entrance 510 of the store 500, accepts input of reservation information. When the input of the reservation information is accepted, the process proceeds to S506.

[0091] On the other hand, if it is determined in S505 that the reservation information of the visiting user's information (ID, user name) is stored in the reservation information storage unit 23a (S505-Yes), the collation unit 212 advances the process to S506.

[0092] In S506, the change information acquisition unit 213 acquires user information (user address, user family structure, business store, business history information) corresponding to the visiting user's information (ID, user name) from the user information storage unit 13a of the shared information server 10, and acquires change information of changed items by comparing with the user information included in the reservation information. If the change information acquisition unit 213 cannot acquire change information in the determination in S506 (if there is no change information, S506-No), the change information acquisition unit 213 advances the process to S511.

[0093] In S511, the communication unit 22 transmits visit information, which is a combination of the visiting user's information and the reservation information, to the customer service support unit (the guide robot 30, the terminal device 40). Here, even if there is no change information, the estimation unit 214 estimates the reason for the visit based on the user information if estimation is possible based on the user information. If the reason for the visit can be estimated based on the user information, the communication unit 22 transmits the visit information and information indicating the reason for the visit estimated from the user information to the customer service support unit (the guide robot 30, the terminal device 40).

[0094] FIG. 8 is a diagram showing an example of the display of a terminal device 40 notifying a visiting user when there is no change information, and the processing unit 431 (control unit) of the terminal device 40 controls the output unit 435 based on information received from the communication unit 22 of the information providing device 20 to display the visiting user's visit information and the reason for the visit inferred from the user information on the display unit 435a.

[0095] At this time, the processing unit 321 (control unit) of the guide robot 30 changes the way of serving the visiting user by controlling the output unit 325 (user interface) based on the information transmitted from the information providing device 20 (robot control server). For example, the processing unit 321 (control unit) can control the output unit 325 to output a voice ("Thank you for visiting us since XX / XX / 2013" or "Thank you for visiting us. Your car's inspection is due soon...") or display an image.

[0096] On the other hand, in S506, if the change information acquisition unit 213 has acquired the change information (if there is change information, S506-Yes), the change information acquisition unit 213 advances the process to S507.

[0097] In S507, the estimation unit 214 estimates the reason for the visit of the visiting user based on the change information. The change information includes a change in store information of the business store corresponding to the visiting user from another store to the visiting store, a change in the address information of the visiting user, a change in the family structure of the visiting user, etc. The estimation unit 214 estimates the reason for the visit of the visiting user based on the change information.

[0098] Then, in S508, the communication unit 22 transmits visit information, which is a combination of the visiting user's information and the reservation information, and information indicating the reason for the visit, to the customer service support unit (the guide robot 30 and the terminal device 40).

[0099] 7 is a diagram showing a display example of terminal device 40 notifying a visiting user when there is changed information, and processing unit 431 (control unit) of terminal device 40 displays the visiting information of the visiting user and the reason for the visit estimated from the changed information on display unit 435a by controlling output unit 435 based on information received from communication unit 22 of information providing device 20. In the display example of FIG. 7, for example, the reason for the visit estimated from a change in family composition is displayed on display unit 435a as the changed information.

[0100] At this time, the processing unit 321 (control unit) of the guide robot 30 changes the service provided to the visiting user by controlling the output unit 325 (user interface) based on the information transmitted from the information providing device 20 (robot control server). For example, the processing unit 321 (control unit) can control the output unit 325 to output a voice ("We are very grateful for your assistance at business store SP1. Thank you for your first visit to business store SP2. We look forward to serving you as you did at business store SP1.") or display an image.

[0101] (Summary of the embodiment) The above embodiment discloses at least the following information providing system, information providing method, and program.

[0102] Configuration 1. The information providing system of the above embodiment includes a user information storage means (13a) for storing user information; a reservation information storage means (23a) for storing reservation information received from a user in association with the user information; an authentication means (211) for authenticating a visiting user based on a comparison between information acquired from an image of the visiting user who has entered the facility and the user information; a verification means (212) for verifying information of the visiting user authenticated by the authentication means with the reservation information stored in the reservation information storage means; The system further includes a communication means (22) for outputting visiting information, which is a combination of the visiting user information collated by the collation means and the reservation information, to a customer service support means (30, 40).

[0103] According to the information providing system of the first configuration, by transmitting user information to the customer service support unit, the information of the visiting user can be grasped and the customer service can be provided. For example, a sales representative (facility staff) can communicate with the visiting user by calling the user's name, and can smoothly proceed with business negotiations.

[0104] Configuration 2. In the information provision system of the above embodiment, the communication means (22) transmits the visit information to the sales representative's terminal device (40) and the guide robot (30) that serves the visiting user as the customer service support means (30, 40).

[0105] According to the information providing system of configuration 2, by transmitting user information to the terminal device of the sales representative and the guide robot which serves the visiting user, the visiting user's information can be grasped and the visiting user can be served.

[0106] Configuration 3. In the information providing system according to the above embodiment, a change information acquisition means (213) is provided for acquiring change information of items that have been changed by comparing the user information corresponding to the visiting user information with the reservation information; and an estimation means (214) for estimating a reason for the visit of the visiting user based on the change information, The communication means (22) transmits the visit information and the reason for the visit estimated by the estimation means to the customer service support means (30, 40).

[0107] Configuration 4: In the information providing system of the above embodiment, the change information includes a change in store information in which the store serving the visiting user is changed from another store to the own store.

[0108] Configuration 5. In the information provision system of the above embodiment, when the store information has been changed, the change information acquisition means (213) acquires, as the change information, information on the business history of the other store from the user information storage means (13a).

[0109] Configuration 6: In the information providing system of the above embodiment, the change information includes a change in the address information of the visiting user.

[0110] Configuration 7: In the information providing system of the above embodiment, the change information includes a change in the family structure of the visiting user.

[0111] According to the information providing system of configurations 3 to 7, the reason for a visit of a visiting user is estimated and transmitted to a customer service support unit (guide robot 30, terminal device 40), so that, for example, the guide robot that has received the reason for the visit can control a user interface based on the reason for the visit and change the customer service for the visitor. Also, the salesperson of the terminal device that has received the reason for the visit can obtain the reason for the visit of the visiting user at an early timing during the visit, reducing the visitor's anxiety and enabling early customer service response corresponding to the reason for the visit.

[0112] Configuration 8. In the information provision system of the above embodiment, the control means (321) of the guide robot (30) changes the service provided to the visiting user by controlling the output means (325) based on the visit information and the change information.

[0113] According to the information providing system of configuration 8, the guide robot can change the way it serves the visitor by controlling the user interface based on the reason for the visit.

[0114] Configuration 9. In the information providing system of the above embodiment, the control means (431) of the terminal device (40) notifies the visiting user of the reason for his / her visit by controlling the output means (435) based on the visit information and the change information.

[0115] According to the information provision system of configuration 9, the sales representative of the terminal device that has been notified of the reason for the visit can obtain the visiting user's reason for visit at an early stage during the visit, thereby reducing the visitor's anxiety and enabling early customer service response that corresponds to the reason for the visit.

[0116] Configuration 10. In the information provision system of the above embodiment, when the information received from the communication means (22) does not include the change information, the control means (321) of the guide robot (30) serves the visiting user by controlling the output means (325) based on the business history of the visiting user at the store, which is identified based on the visit information.

[0117] According to the information providing system of configuration 10, the guide robot can control the user interface based on the business history of the store and change the way it serves visitors.

[0118] Configuration 11. In the information provision system of the above embodiment, when the information received from the communication means (22) does not include the change information, the control means (431) of the terminal device (40) notifies the visiting user of the reason for visit by controlling the output means (435) based on the business history of the visiting user at the store, which is identified based on the visit information.

[0119] According to the information provision system of configuration 11, the sales representative of the terminal device that has been notified of the reason for the visit can obtain the visiting user's reason for visit at an early stage during the visit, thereby reducing the visitor's anxiety and enabling early customer service response that corresponds to the reason for the visit.

[0120] Configuration 12. In the information providing system of the above embodiment, the authentication means (211) determines that the visiting user is a new user when the visiting user information is not included in the user information based on a comparison between the visiting user information and the user information stored in the user information storage means; The communication means (22) transmits the result of the determination as the visit information to the customer service support means (30, 40).

[0121] According to the information providing system of configuration 12, the result of the determination that the visiting user is a new user is transmitted to the customer service support unit (guide robot 30, terminal device 40), and the guide robot can control the user interface based on the result of the determination that the user is a new user and change the customer service provided to the visitor. Also, the sales representative of the terminal device can obtain the result of the determination that the user is a new user at an early timing when the visitor arrives, which reduces the visitor's anxiety and enables early customer service response.

[0122] Configuration 13. The information providing method of the above embodiment is an information providing method in an information providing system (STM) having a user information storage means (13a) for storing user information, and a reservation information storage means (23a) for storing reservation information received from a user in association with the user information, an authentication step (S503, S504) of authenticating the visiting user based on a comparison between information acquired from an image of the visiting user who has entered the facility and the user information; a matching step (S505) of matching information of the visiting user authenticated in the authentication step with the reservation information stored in the reservation information storage means; and a communication step (S508) of outputting visit information, which is a combination of the visiting user information collated in the collation step and the reservation information, to a customer service support means.

[0123] Configuration 14. The program of the above embodiment is a program that causes a computer to execute each step of an information providing method in an information providing system having a user information storage means for storing user information and a reservation information storage means for storing reservation information received from a user in association with the user information, the information providing method comprising: an authentication step (S503, S504) of authenticating the visiting user based on a comparison between information acquired from an image of the visiting user who has entered the facility and the user information; a matching step (S505) of matching information of the visiting user authenticated in the authentication step with the reservation information stored in the reservation information storage means; and a communication step (S508) of outputting visit information, which is a combination of the visiting user information collated in the collation step and the reservation information, to a customer service support means.

[0124] According to the information providing method of configuration 13 and the program of configuration 14, by transmitting user information to the customer service support unit, the information of the visiting user can be grasped and the customer service can be provided. For example, a salesperson (facility staff) can communicate with the visiting user by calling the user's name, and can smoothly proceed with business negotiations.

[0125] (Other embodiments) The present invention can also supply a program that realizes the functions of the above-described embodiments to an information provision system or an information provision device that constitutes the information provision system via a network or a storage medium, and have one or more processors in a computer of the information provision system (information provision device, guide robot, terminal device) read the program and execute the processing of the information provision system.

[0126] The invention is not limited to the above-described embodiment, and various modifications and variations are possible within the scope of the gist of the invention. [Explanation of symbols]

[0127] STM: information providing system, 10: shared information server, 11: processing unit, 13a: user information storage unit, 20: information providing device, 21: processing unit, 22: communication unit, 23: storage unit, 23a: reservation information storage unit, 30: guide robot, 40: terminal device, 50: camera unit, 211: authentication unit, 212: matching unit, 213: change information acquisition unit, 214: estimation unit

Claims

1. An information providing system for providing information for serving customers to a customer service support means, a user information storage means for storing user information including identification information for identifying a user, item information relating to the user, image information used for authenticating the user, and characteristic information obtained by digitizing the image information; a reservation information storage means for storing identification information for identifying the user and item information related to the user, and for storing reservation information received from the user in association with the identification information and the item information; an authentication means for authenticating a visiting user when the acquired information matches the characteristic information based on a comparison between acquired information acquired by processing an image of the visiting user who has entered the facility and the characteristic information included in the user information; a verification means for verifying whether the reservation information of the visiting user associated with the identification information and the item information of the visiting user authenticated by the authentication means is stored in the reservation information storage means; a change information acquisition means for acquiring, as change information, item information that has been changed by comparing the item information of the visiting user acquired from the user information storage means based on the identification information of the visiting user with the item information of the visiting user linked to the reservation information, the item information of the visiting user acquired from the reservation information storage means based on the reservation information of the visiting user; an estimation means for estimating a reason preset for each of the change information as a visit reason of the visiting user; a communication means for providing the identification information and the reservation information of the visiting user to the customer service support means as visit information; The communication means provides the visit information and the reason for the visit estimated by the estimation means to the customer service support means; The information providing system is characterized in that the communication means, as the customer service support means, provides the visit information and the reason for the visit to a sales representative's terminal device and a guide robot that serves the visiting user.

2. The item information of the visiting user acquired from the user information storage means and the reservation information storage means includes business store information and business history information stored for each user, the change information acquisition means compares the information of the open store and, if the open store has been changed, acquires item information of the open store as the change information; 2. The information providing system according to claim 1, wherein the change information includes a change in store information regarding a store corresponding to the visiting user from another store to the visiting store.

3. The information providing system according to claim 2, characterized in that, when the store information has been changed based on the comparison of the store information, the change information acquisition means acquires information on the business history of the other store from the user information storage means as the change information.

4. The item information of the visiting user acquired from the user information storage means and the reservation information storage means includes address information stored for each user, the change information acquisition means compares the address information and, if the address information has been changed, acquires item information of the address information as the change information; 2. The information providing system according to claim 1, wherein the change information includes a change in address information of the visiting user.

5. The item information of the visiting user acquired from the user information storage means and the reservation information storage means includes information on family structure stored for each user, the change information acquisition means compares the family structure information and, if the family structure information has been changed, acquires item information of the family structure as the change information; 2. The information providing system according to claim 1, wherein the change information includes a change in the family structure of the visiting user.

6. The information providing system according to any one of claims 1 to 5, characterized in that the control means of the guide robot outputs voice output based on the reason for the visit of the visiting user from a speaker of the guide robot, or displays a screen display based on the reason for the visit of the visiting user on a display unit of the guide robot.

7. The information providing system according to any one of claims 1 to 5, characterized in that the control means of the terminal device causes the reason for visit of the visiting user estimated by the estimation means to be displayed on a display unit of the terminal device.

8. When there is no change information, the communication means provides the guide robot with a business history of the store acquired from the user information storage means and the reservation information storage means, The information provision system according to claim 2, characterized in that the control means of the guide robot outputs a voice output based on the business history of the visiting user at the store received from the communication means from a speaker of the guide robot, or displays a screen display based on the business history of the visiting user at the store on a display unit of the guide robot.

9. When there is no change information, the communication means provides the terminal device with a business history of the store acquired from the user information storage means and the reservation information storage means, The information providing system according to claim 2, characterized in that the control means of the terminal device causes a screen display based on the business history of the visiting user at the store received from the communication means to be displayed on the display unit of the terminal device.

10. the authentication means, based on a comparison between acquired information acquired by processing an image of the visiting user and the characteristic information included in the user information stored in the user information storage means, determines that the visiting user is a new user if the user information does not include the characteristic information of the visiting user that matches the acquired information; 2. The information providing system according to claim 1, wherein the communication means provides the result of the determination to the customer service support means.

11. A user information storage means for storing user information including identification information for identifying a user, item information related to the user, image information used for authenticating the user, and characteristic information obtained by digitizing the image information; An information providing system having a reservation information storage means for storing identification information for identifying the user and item information related to the user, and storing reservation information received from the user in association with the identification information and the item information, wherein an information providing method in the information providing system provides information for serving customers to a customer service support means, an authentication process for authenticating a visiting user who has entered a facility when the acquired information matches the characteristic information based on a comparison between acquired information acquired by processing an image of the visiting user who has entered the facility and the characteristic information included in the user information; a checking step of checking whether the reservation information of the visiting user associated with the identification information and the item information of the visiting user authenticated in the authentication step is stored in the reservation information storage means; a change information acquisition step of acquiring changed item information as change information by comparing the item information of the visiting user acquired from the user information storage means based on the identification information of the visiting user with the item information of the visiting user linked to the reservation information, the item information of the visiting user being acquired from the reservation information storage means based on the reservation information of the visiting user; an estimation step of estimating a reason preset for each of the change information as a reason for the visit of the visiting user; a communication step of providing the identification information and the reservation information of the visiting user to the customer service support means as visit information, In the communication step, the visit information and the reason for the visit estimated in the estimation step are provided to the customer service support means; The information providing method is characterized in that in the communication step, the visit information and the reason for the visit are provided to a sales representative's terminal device and a guide robot that serves the visiting user as the customer service support means.

12. A user information storage means for storing user information including identification information for identifying a user, item information related to the user, image information used for authenticating the user, and characteristic information obtained by digitizing the image information; and a reservation information storage means for storing identification information for identifying the user and item information related to the user, and storing reservation information received from the user in association with the identification information and the item information. The information providing system includes a program for causing a computer to execute each step of an information providing method in the information providing system for providing information for customer service to a customer service support means, the information providing method comprising the steps of: an authentication process for authenticating a visiting user who has entered a facility when the acquired information matches the characteristic information based on a comparison between acquired information acquired by processing an image of the visiting user who has entered the facility and the characteristic information included in the user information; a checking step of checking whether the reservation information of the visiting user associated with the identification information and the item information of the visiting user authenticated in the authentication step is stored in the reservation information storage means; a change information acquisition step of acquiring changed item information as change information by comparing the item information of the visiting user acquired from the user information storage means based on the identification information of the visiting user with the item information of the visiting user linked to the reservation information, the item information of the visiting user being acquired from the reservation information storage means based on the reservation information of the visiting user; an estimation step of estimating a reason preset for each of the change information as a reason for the visit of the visiting user; a communication step of providing the identification information and the reservation information of the visiting user to the customer service support means as visit information, In the communication step, the visit information and the reason for the visit estimated in the estimation step are provided to the customer service support means; The communication step is a program characterized in that the customer service support means provides the visit information and the reason for the visit to a sales representative's terminal device and a guide robot that serves the visiting user.

Images