Program, customer service system, and customer service method

Abstract

The object of the present invention is to provide a program that can conduct a questionnaire survey on food and beverages and create a report using a customer service terminal without using a camera function in a food service establishment. 【Solution means】 The program of the present invention causes a customer service system to execute a food and beverage storage function for storing food and beverage information regarding a plurality of food and beverages in a management server, an order receiving function for causing a single customer service terminal to receive an order from a customer, an order storage function for storing the order in the management server as order information, a notification function for notifying the order to the administrator terminal, a completion storage function for storing the completion of the provision of all food and beverages based on the order in the management server, a survey function for conducting a questionnaire survey by voice communication after a preset timing has elapsed since the completion of the execution of the completion storage function, and a report function for editing the questionnaire survey into a report in a preset format.

Description

Technical Field

[0001] The present invention relates to a program, a customer service system, and a customer service method.

Background Art

[0002] On the website of Non-Patent Document 1, it has been announced together with its demonstration video that Gatebox Co., Ltd. has developed "AI Butler" as customer service hardware for restaurants. And according to that website, this "AI Butler" is said to have the following three features (hereinafter, the description of the website of Non-Patent Document 1 is quoted). "Feature 1: Proposing a refill by checking the emptiness of the glass By utilizing the latest generative AI (GPT-4o), the emptiness of the glass and the order status are grasped in real time through the camera, and the AI actively proposes an additional order at an appropriate timing. Feature 2: Toast greeting When the user is about to toast while holding the glass, the AI Butler takes the lead in giving a toast greeting. The unique and emotional expression of AI enlivens the drinking party. Feature 3: Character customization Since the appearance of the character is automatically generated by AI according to the request, it can be freely customized. The optimal character according to the atmosphere and situation of the store is used to entertain the customers."

[0003] As described above, the AI Butler of Non-Patent Document 1 grasps the situation of customers through the camera and provides customer service.

Prior Art Documents

Non-Patent Documents

[0004]

Non-Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] The AI Butler of Non-Patent Document 1 can accurately grasp the emptiness of glasses, etc. by using a camera. However, some customers may feel uncomfortable being photographed by the camera. Moreover, this is even more true for customers using private rooms.

[0006] One object of the present invention is to provide a program that can be used for customer service in a restaurant using a customer service terminal without a camera function (without using the camera function). In particular, one object is to provide a program that can conduct a questionnaire survey on food and beverages using a customer service terminal without a camera function in a restaurant and create a report thereof.

Means for Solving the Problems

[0007] The program of the first aspect is (1) A plurality of customer service terminals each used for each customer in a restaurant, (2) a manager terminal, and (3) a management server connected to the plurality of customer service terminals and the manager terminal via a communication network, and is a program that operates in a customer service system configured to include In the customer service system, a food and beverage storage function for storing food and beverage information regarding a plurality of food and beverages provided to customers in the management server; an order receiving function for causing one of the plurality of customer service terminals to notify the customer of the food and beverage information via its interface and receive an order from the customer; Causing the order to be transmitted from the one customer service terminal to the management server as order information and storing the order information in the management server, an order storage function; Causing the order information to be transmitted from the management server to the administrator terminal and notifying the administrator terminal of the order, a notification function; A completion storage function of storing, in the management server, the completion of the provision of all food and beverages based on the order notified to the administrator terminal; A survey function of conducting a questionnaire survey on at least one of all food and beverages based on the order by voice communication with the customer via the interface after a preset timing has elapsed since the completion of the execution of the completion storage function; A voice transmission function of converting the voice information obtained from the customer by the survey function into text information and transmitting it from the one customer service terminal to the management server; A report function of editing the text information obtained from and converted by the plurality of customer service terminals into a report in a preset format; Causing the above to be executed. The program of the second aspect is In the program of the first aspect, Furthermore, In the customer service system, An addition function of adding new food and beverages to the food and beverage information in accordance with an instruction from the administrator terminal, Causing the above to be executed, When the new food and beverages are included in the order, the survey function conducts a questionnaire survey on the new food and beverages. The program of the third aspect is In the program of the second aspect, Furthermore, In the customer service system, A proposal function of causing the new food and beverages to be proposed to the customer by voice via the interface of the one customer service terminal, Causing the above to be executed, When the new food and beverages are added by the addition function but there is no order for the new food and beverages from the customer, the proposal function is executed when the order receiving function is executed. The program of the fourth aspect is as follows: In the program of the second aspect, furthermore, the customer service system is caused to cause the one customer service terminal, via its interface, to propose the new food and drink items to the customer by voice, and cause the one customer service terminal to detect the voice of the customer and analyze the meaning of the voice, and execute them. When the new food and drink items have been added by the additional function and it is determined, as a result of the analysis function, that the customer has an intention to place a new order, the proposal function is executed. The program of the fifth aspect is as follows: In the program of the second aspect, furthermore, cause the one customer service terminal, via its interface, to propose the new food and drink items to the customer by voice, and cause the one customer service terminal to detect the voice of the customer and analyze the meaning of the voice, and execute them. When the new food and drink items have been added by the additional function and the voice is analyzed as an impression of the new food and drink items by the analysis function, a questionnaire survey on the new food and drink items is conducted for the customer, taking this analysis time as the time when the preset timing of the survey function has elapsed. A customer service system according to one aspect includes a plurality of customer service terminals, an administrator terminal, and a management server that can communicate with the plurality of customer service terminals and the administrator terminal via a communication network and stores a program according to any one of the first to fifth aspects. and is provided with. A customer service method according to the first aspect is a customer service method in a food and beverage store using the program of the first aspect, including a step in which the customer service system executes the food and drink storage function, The step in which the customer service system executes the order receiving function, The step in which the customer service system executes the order storage function, The step in which the customer service system executes the notification function, The step in which the customer service system executes the completion storage function, The step in which the customer service system executes the investigation function, The step in which the customer service system executes the voice transmission function, The step in which the customer service system executes the report function, including. The customer service method of the second aspect is A customer service method in a restaurant using the program of the second aspect, The step in which the customer service system executes the food and beverage storage function, The step in which the customer service system executes the order receiving function, The step in which the customer service system executes the order storage function, The step in which the customer service system executes the notification function, The step in which the customer service system executes the completion storage function, The step in which the customer service system executes the investigation function, The step in which the customer service system executes the voice transmission function, The step in which the customer service system executes the report function, The step in which the customer service system executes the additional function, including. The customer service method of the third aspect is A customer service method in a restaurant using the program of the third aspect, The step in which the customer service system executes the food and beverage storage function, The step in which the customer service system executes the order receiving function, The step in which the customer service system executes the order storage function, The step in which the customer service system executes the notification function, The step in which the customer service system executes the completion storage function, The step of the customer service system executing the investigation function; The step of the customer service system executing the voice transmission function; The step of the customer service system executing the report function; The step of the customer service system executing the additional function; The step of the customer service system executing the proposal function; including. The customer service method of the fourth aspect is A customer service method in a restaurant using the program of the fourth or fifth aspect, The step of the customer service system executing the food and beverage storage function; The step of the customer service system executing the order receiving function; The step of the customer service system executing the order storage function; The step of the customer service system executing the notification function; The step of the customer service system executing the completion storage function; The step of the customer service system executing the investigation function; The step of the customer service system executing the voice transmission function; The step of the customer service system executing the report function; The step of the customer service system executing the additional function; The step of the customer service system executing the proposal function; The step of the customer service system executing the analysis function; including.

Advantages of the Invention

[0008] According to the program of the first aspect, it is possible to conduct a questionnaire survey on food and beverages using a customer service terminal without a camera function in a restaurant and create a report thereof. According to the program of the second aspect, when a new food or beverage is included in an order, it is possible to obtain a questionnaire from the customer regarding the new food or beverage. According to the program of the third aspect, when a new food or drink item is added to the food and drink information, the new food or drink item is proposed to the customer. According to the program of the fourth aspect, when a new food or drink item is added to the food and drink information and the customer makes a voice indicating an intention to order, the new food or drink item is proposed to the customer. According to the program of the fifth aspect, when the customer makes a voice indicating their impression of a new food or drink item, a questionnaire regarding the new food or drink item can be obtained from the customer. The customer service system of one aspect can realize each function based on the program of any one of the first to fifth aspects. According to the customer service method of the first aspect, a questionnaire survey of food and drink items can be conducted using a customer service terminal without a camera function in a restaurant, and a report thereof can be created. According to the customer service method of the second aspect, when a new food or drink item is included in an order, a questionnaire regarding the new food or drink item can be obtained from the customer. According to the customer service method of the third aspect, when a new food or drink item is added to the food and drink information, the new food or drink item is proposed to the customer. According to the customer service method of the fourth or fifth aspect, when a new food or drink item is added to the food and drink information and the customer makes a voice indicating an intention to order, the new food or drink item is proposed to the customer.

Brief Description of the Drawings

[0009]

Figure 1A

Figure 1B

Figure 1C

Figure 2

Figure 3

Figure 4

Figure 5

Figure 6

Embodiments for Carrying Out the Invention

[0010] The present embodiment and a plurality of modification examples will be described.

[0011] ≪The Present Embodiment≫ The food and beverage system CS (see FIGS. 1A to 1C, etc.) of the present embodiment will be described. First, the basic functions, configurations, operations, and effects (hereinafter referred to as the basic form) will be described, and then the additional functions, configurations, operations, and effects (hereinafter referred to as the additional form) will be described. Note that regarding the constituent elements that are equivalent or substantially equivalent to those used in the description of the basic form in the additional form, it should be noted that the names and symbols of the basic form are applied mutatis mutandis.

[0012] <Basic Form of the Food and Beverage System> [Functions and Configurations of the Food and Beverage System] The food and beverage system CS functions as a communication system for customer service used in a food and beverage store to take orders from customers, conduct questionnaire surveys, etc. As shown in FIG. 1A, the food and beverage system CS includes a plurality of customer terminals 10, a plurality of store employee terminals 20, a manager terminal 30, and a management server 40. The plurality of customer terminals 10, the plurality of store employee terminals 20, the manager terminal 30, and the management server 40 are connected via a communication network NW (the Internet is an example).

[0013] [Plurality of Customer Terminals] As shown in FIG. 1A, the plurality of customer service terminals 10, as an example, means a combination of customer service terminals 10A, 10B, and 10C. The customer service terminals 10A, 10B, and 10C are each used for each customer unit (for each group of customers), and have a function as a substitute for a store clerk (such as taking orders) for the customers belonging to that customer unit. For example, when a dining place used by a group of group customers is a private room, one customer service terminal is arranged in that private room to receive customer requests such as taking orders. An example of the customer service terminals 10A, 10B, and 10C is an information terminal such as a tablet. And each of them has at least a display that exhibits a display function, a microphone that exhibits a voice detection function, and a speaker that exhibits a voice generation function, and similar to a so-called smart speaker, it is also possible to perform human communication by analyzing the meaning of the voice detected by the microphone and corresponding to it. In FIG. 1A, for the sake of convenience, the plurality of customer service terminals 10 are taken as a combination of customer service terminals 10A, 10B, and 10C, but actually the number thereof is changed according to the scale of the restaurant in use. The difference between the customer service terminals 10A, 10B, and 10C is only the place where they are arranged.

[0014] FIG. 1B is a detailed view of the management server 40 and one customer service terminal (customer service terminal 10A as an example). The plurality of customer service terminals 10 each operate a program PG1 with an application AP1 (a dedicated installed application, see FIG. 1B) as an example. In this paragraph, the customer service terminal 10A will be described, but the following description will also be applied to the other customer service terminals 10B and 10C. The customer service terminal 10A has a processing unit 12 (a CPU (Central Processing Unit) is an example thereof), a storage unit 14 (a RAM (Random Access Memory) is an example thereof), a display 16, a microphone 18, and a speaker 19. Here, the display 16, the microphone 18, and the speaker 19 are examples of interfaces. The processing unit 12 reads out the data stored in the storage unit 14 and performs arithmetic processing. As an example, the data includes the application AP1. The application AP1 is composed of a part of the program PG1, the data file DF1, and various libraries LB1. The display 16 has a function of displaying a menu or the like together with a photograph of food and drink. The microphone 18 has a function of detecting the voice of a customer. The speaker 19 has a function of providing information to the customer.

[0015] 〔For multiple staff terminals〕 As shown in FIG. 1A, the multiple staff terminals 20, as an example, mean a combination of the staff terminals 20A, 20B, and 20C. The staff terminals 20A, 20B, and 20C are each always carried by each staff member (the staff in charge of customer service) who serves customers, and are used for accepting an order when a staff member directly receives an order from a customer and transmitting it to the management server 40, and for reporting completion when the ordered food and drink are delivered to the customer. In FIG. 1A, for convenience, the multiple staff terminals 20 are shown as a combination of the staff terminals 20A, 20B, and 20C, but actually the number thereof is changed according to the number of staff members in the restaurant actually in use. The difference between the staff terminals 20A, 20B, and 20C is only the staff members who use them.

[0016] 〔For the administrator terminal〕 The administrator terminal 30 is, as an example, a terminal used by the administrator of the food and beverage system CS. Here, the administrator is, for example, the person in charge of the restaurant on site, and may be one person or two or more people. The administrator terminal 30 has a function of uploading food and beverage information EI regarding multiple food and beverages to the management server 40, and a function of notifying the staff (the staff in charge of serving) of the orders received by the customer service terminals 10A, 10B, and 10C.

[0017] 〔Management server〕 As described above, the management server 40 is communicably connected to the multiple customer service terminals 10 and staff terminals 20 via the communication network NW (FIG. 1A). As shown in FIG. 1B, the management server 40 has a processing unit 42 (CPU is an example thereof) and a storage unit 44 (RAM is an example thereof). The processing unit 42 reads data stored in the storage unit 44 and performs arithmetic processing. As an example, the data includes an application AP2. The application AP2 is configured to include a part of a program PG1, a data file DF2, and various libraries LB2. The data file DF2 includes, for example, food and beverage information EI uploaded from the administrator's terminal 30.

[0018] 〔Program〕 The program PG1 has a function of causing the food and beverage system CS to execute the following multiple basic functions.

[0019] 〈Multiple basic functions〉 The multiple basic functions are, for example, as follows. - Food and beverage storage function, - Order receiving function, - Order storage function, - Notification function, - Completion storage function, - Investigation function, - Voice transmission function, - Report function

[0020] (Food and beverage storage function) The food and beverage storage function is a function of storing food and beverage information EI regarding a plurality of food and beverages provided to customers in the storage unit 44 (see FIG. 1B) of the management server 40. This function is realized, for example, by uploading the food and beverage information EI from the administrator's terminal 30 to the management server 40 via the communication network NW.

[0021] (Order receiving function) The order receiving function is a function that causes a customer to be informed of food and beverage information EI through the display 16, microphone 18, and speaker 19 of one of the plurality of customer service terminals 10, namely customer service terminal 10A, and to receive an order from the customer. Here, the notification of the food and beverage store information EI to the customer may be, for example, by displaying a menu on the display 16 or by voice through the speaker 19. Also, the function of receiving an order from the customer may be, for example, that the customer inputs or selects through the display 16 (general touch panel method), or the voice uttered by the customer may be detected by the microphone 18.

[0022] (Order storage function) The order storage function is a function that causes the order received from the customer by the order receiving function to be transmitted as order information OI from one customer service terminal 10A to the management server 40 and stores the order information OI in the storage unit 44 of the management server 40 (see Fig. 1B). Here, the content of the order information OI is, for example, as follows. - The customer who placed the order (or the location of that customer) - The name of the food and beverage ordered, - The quantity, - Individual order (no mayonnaise, cooking degree, etc.),

[0023] (Notification function) The notification function is a function that causes the order information OI to be transmitted from the management server 40 to the administrator terminal 30 and notifies the administrator terminal 30 of the content of the order included in the order information OI. Here, the method of notification may be, for example, display on the display of the administrator terminal 30 or display on an external display connected to the administrator terminal 30.

[0024] (Completion storage function) The completion storage function is a function that stores in the management server 40 the completion of the provision of all food and beverages based on the order notified to the administrator terminal 30, for example, by transmitting it from the staff terminal 20A of the staff who delivered them via the communication network NW.

[0025] (Investigation function) The survey function is a function that, after a preset time has elapsed since the completion of the execution of the completion memory function, conducts a questionnaire survey through voice interaction with at least one of all food and beverages based on the customer's order via the interface of the customer service terminal 10A. Here, the elapse of the preset time is as follows, for example. - The time set using the administrator terminal 30, for example, 5 minutes, 10 minutes, etc. - When the microphone 18 detects voice related to taste such as "delicious" or "tasteless". - When the customer places the next order. Also, the contents to be asked in the questionnaire survey are as follows, for example. - Quantitative evaluation of deliciousness (for example, how many points out of 100 full marks?) - Are there any points for improvement? If so, where? - Also, would you like to order it? (For example, how many points out of 100 full marks if you would definitely order it?)

[0026] (Voice transmission function) The voice transmission function is a function that converts the voice information VI obtained from the customer by the survey function into text information TI and transmits the text information TI from the customer service terminal 10A to the management server 40.

[0027] (Report function) The report function is a function that edits the text information TI obtained and converted as voice information VI from a plurality of customer service terminals 10 into a report in a preset format. Here, the report in the preset format is as follows, for example. - The average score (evaluated out of 100 full marks, for example) given by one or more customers for the food and beverage items subject to the questionnaire - The average score of the points for improvement given by one or more customers for the food and beverage items subject to the questionnaire - The average score of whether one or more customers would like to order the food and beverage items subject to the questionnaire - Comparison of these average scores with the average scores of other food and beverage products - Enumeration of all improvement points

[0028] The above is the description of the functions and configuration of the food and beverage system CS.

[0029] [Operation of the food and beverage system (program flow)] Next, the operation of the food and beverage system CS will be mainly described with reference to FIG. 1C. Hereinafter, the description will be made along each step of the program PG1 shown in FIG. 1C (for example, S11 means step 11). Each step is basically executed in the order of its number (unless it is a subroutine).

[0030] [S11] S11 is a step for executing the food and beverage storage function. In S11, the program PG1 causes the management server 40 to transmit the food and beverage information EI from the administrator terminal 30 and store the food and beverage store information EI in the storage unit 44 of the management server 40. For example, S11 is performed, for example, before the opening of the food and beverage store, to upload the food and beverage information EI corresponding to the menu of that day.

[0031] [S12 and S13] S12 and S13 are a group of steps for executing the order receiving function when there is a request for an order from a customer. In S12, for example, when the customer emits a voice indicating "want to order" and the customer service terminal 10A detects the voice with its microphone 18, the customer service terminal 10A determines that the customer has the intention to make an order request. Next, in S13, the menu is displayed on the display 16 to inform the customer of the menu, and an order from the customer is received by detecting an order (input by selection) from the display 16 or an order (voice) by the microphone 18.

[0032] [S14] S14 is a step of executing an order storage function. In S14, the order received in S13 is transmitted from the customer service terminal 10A to the management server 40 as order information OI, and the order information OI is stored in the storage unit 44 of the management server 40.

[0033] 〔S15〕 S15 is a step of executing a notification function. In S15, the order information OI is transmitted from the management server 40 to the administrator terminal 30, and the content of the order is notified to the store clerk (the clerk in charge of food delivery) on the administrator terminal 30. As a result, the store clerk prepares food and beverages according to the content of the order. In addition, when the preparation of the ordered items (food and beverages) in S13 is completed, the store clerk (in charge of customer service) transports them to the location of the customer.

[0034] 〔S16〕 S16 is a step of executing a completion storage function. S16 is a judgment step of confirming whether the provision of all the food and beverages ordered in S13 has been completed. In S16, when all the food and beverages ordered in S13 and prepared in S15 are transported to and provided to the customer, the store clerk (in charge of customer service) operates his / her own store clerk terminal 20A to send a message to the management server 40 indicating that the provision of all the food and beverages has been completed. As a result, the management server 40 writes in the order information OI stored in S14 that the provision has been completed, and if the result of S16 is a positive judgment, it proceeds to S17.

[0035] 〔S17, S18 and S19〕 S17 and S18 are a group of steps of executing an investigation function of conducting a voice questionnaire survey on at least one of all the food and beverages based on the order in S13 via the interface of the customer service terminal 10A after the elapse of a preset timing from the end of S16 (when the completion storage function is executed). S17 is a judgment step, but if it is after the elapse of a preset timing from the end of S16 (when the completion storage function is executed), it is regarded as a positive judgment and proceeds to S18. Next, in S18, the customer service terminal 10A conducts a questionnaire survey through voice communication with the customer for at least one of all the food and beverages based on the order in S13. Here, an example of the passage of the preset timing is as described above. Also, the content to be asked in the questionnaire survey is as described above. Moreover, S19 is a step of executing the voice transmission function. In S19, the voice information VI acquired from the customer by S18 (execution of the survey function) is converted into text information TI, and the text information TI is transmitted from the customer service terminal 10A to the management server 40.

[0036] [S19] S19 is a step of executing the report function. In S19, the text information TI acquired and converted from a plurality of customer service terminals 10 is edited into a report in a preset format.

[0037] The above is the description of the operation of the food and beverage system CS (the flow of the program PG1).

[0038] [Effect] Next, the effects according to the basic form of the present embodiment will be described.

[0039] According to the basic form of the present embodiment, it is possible to serve customers using the customer service terminal 10A without a camera function (without using the camera function) in a food and beverage store. In particular, it is possible to conduct a questionnaire survey on food and beverages and create a report using the customer service terminal 10A without a camera function (without using the camera function) in a food and beverage store.

[0040] In the basic form of this embodiment, after a preset time has elapsed since the completion of the execution of the completion memory function by the investigation function, an opinion poll is conducted through voice communication with at least one of all the food and beverages based on the order via the interface of the customer service terminal 10A. For example, the opinion poll is executed when voice related to taste such as "delicious." or "tasteless" is detected by the microphone 18 of the customer service terminal 10A from the customer after the ordered food and beverage is provided. Therefore, according to the basic form of this embodiment, raw impressions can be elicited from the customer within the natural flow of conversation without causing annoyance to the customer. That is, more accurate impressions can be received at an appropriate timing. Furthermore, the results of the opinion poll are created as a report. Therefore, both the on-site staff and the off-site management of the restaurant can obtain a report compiled based on the raw impressions from the customer.

[0041] The above is the explanation of the effects of the food and beverage system CS. Also, the above is the explanation of the basic form of this embodiment.

[0042] <Multiple additional forms of the food and beverage system> Next, multiple additional forms of the food and beverage system CS will be described. The additional forms are forms in which each additional function is further added based on the aforementioned basic form.

[0043] [Additional form 1] FIG. 2 is a flowchart of the program PG2 according to the additional form 1. The flow S20 of the additional form 1 realizes functions not present in the basic form in that S21, S22, and S23 are further added to the flow S10 of the basic form (see FIG. 1C). Hereinafter, the additional form 1 will be described in comparison with the basic form. In the basic form, it does not distinguish whether the food and beverage is an existing one or a new one (new food and beverage). In contrast, in the additional form 1, S21, S22, and S23 are added. [S21] In the additional form 1, S21 is added between S11 and S12. S21 is a step for executing a function (addition function) of adding a new food or drink product to the food and drink product information EI stored in the storage unit 44 of the management server 40 in accordance with an instruction from the administrator terminal 30. As a result, information on the new food or drink product is added to the food and drink product information EI. [S22 and S23] In the additional form 1, after S17 (at the stage of conducting the questionnaire survey), it proceeds to S22 to determine whether the order includes a new food or drink product. If the result of S22 is an affirmative determination, a questionnaire survey is conducted on the new food or drink product in S23. Therefore, according to the additional form 1, when the order includes a new food or drink product, a questionnaire from the customer regarding the new food or drink product can be obtained. It can be said that the additional form 1 is effective when it is desired to conduct a questionnaire survey on a new food or drink product.

[0044] [Additional form 2] FIG. 3 is a flowchart of the program PG3 according to the additional form 2. The flow S30 of the additional form 2 realizes functions that are not present in the basic form and the additional form 1 in that S31, S32, and S33 are further added to the additional form 1 (see FIG. 2). Hereinafter, the additional form 2 will be described in comparison with the additional form 1. In the additional form 1, although a new food or drink product is added to the food and drink product information EI, no new food or drink product is proposed when the order from the customer does not include the new food or drink product. In contrast, in the additional form 2, S31, S32, and S33 are added. [S31 and S32] In the additional form 2, S31 is added between S13 and S14. S31 is a judgment step provided for convenience, and it is judged whether the order from the customer at this timing is the first time. If it is the first time, it is a positive judgment and the process proceeds to S32. In S32, it is judged whether the order from the customer at this timing includes new food and drink items. If the judgment is negative, that is, if the order does not include new food and drink items, the process proceeds to S33. On the other hand, if the judgment in S31 is negative and if the judgment in S32 is positive, the process proceeds to S14. [S33] S33 is a step of executing a proposal function. Here, the proposal function is a function of causing the customer service terminal 10A to propose new food and drink items to the customer by voice via its interface. In S33, for example, using the speaker 19 of the customer service terminal 10A, new food and drink items are proposed to the customer by voice, such as "If you like, how about the new menu's Valencia Orange Sour (an example of new food and drink items)?". Since the process returns to S13 again after S33, the customer who wants to order the Valencia Orange Sour after receiving the proposal in S33 places an additional order for it in S13. As described above, according to the additional form 2, when new food and drink items are added to the food and drink information EI, new food and drink items are always proposed to the customer. It can be said that the additional form 2 is effective when new food and drink items are to be provided (advertised) to the customer. Furthermore, since the additional form 2 can be said to be an improvement based on the additional form 1, the effects of the additional form 1 are also synergistically exerted.

[0045] [Additional form 3] Figure 4 is a flowchart of the program PG4 according to the additional form 3. The flow S40 of the additional form 3 realizes functions that are not present in the basic form and the additional form 1 in that S41, S42, and S33 are added between S21 and S12 of the additional form 1 (see Figure 2). Hereinafter, the additional form 3 will be described in comparison with the additional form 1. In the additional form 1, although new food and drink information EI has new food and drink added, no new food and drink will be proposed when the customer's order does not include the new food and drink. In contrast, in the additional form 3, S41, S42 and S33 are added. [S41 and S42] In the additional form 3, S41 is added between S21 and S12. S41 is a step of causing the customer service terminal 10A to detect the customer's voice and execute a function (analysis function) of analyzing the meaning of the voice. As a result of executing the analysis function in S41, for example, the customer's voice is "I'm about to place an additional order.", "I wonder if I can order one more.", etc., and if it is determined in S42 that the customer has the intention to place a new order, the process proceeds to S33. Otherwise, the process returns to S41 again. Note that the description of S33 is as described above. As described above, according to the additional form 3, when new food and drink are added to the food and drink information EI and the customer utters a voice indicating the intention to order, new food and drink will surely be proposed to the customer. It can be said that the additional form 3 is effective when it is desired to provide (advertise) new food and drink to the customer. Furthermore, since the additional form 3 can be said to be an improvement based on the additional form 1, the effects of the additional form 1 are also synergistically exerted.

[0046] [Additional form 4] FIG. 5 is a flowchart of the program PG5 according to the additional form 4. The flow S50 of the additional form 5 realizes the same function as the additional form 3 in that S17 and S18 of the additional form 3 (see FIG. 4) are replaced by S51. In the additional form 4, similar to the case of the additional form 3, the analysis function is executable. Therefore, in the additional form 4, when (1) the new food and drink are added by the additional function and (2) the voice is analyzed as an impression of the new food and drink by the analysis function (Yes in S51), a questionnaire survey on the new food and drink is conducted for the customer at the time when the preset timing in the investigation function has elapsed during this analysis. As described above, according to the additional form 4, when a customer utters a voice expressing their impression of a new food or drink, a questionnaire regarding the new food or drink can be obtained from the customer.

[0047] The above is the description of the plurality of additional forms of the present embodiment.

[0048] ≪Plurality of Modification Examples≫ As described above, the present invention has been described with reference to the present embodiment. However, the present invention is not limited to the above-described present embodiment. For example, the following plurality of modification examples are also included.

[0049] For example, in the present embodiment, the basic function and the additional forms 1 to 4 have been described separately. However, the programs PG1 to 5 of the present embodiment may be capable of executing some or all of these functions, and may allow a user (a manager of a food and beverage store) to select and use the additional forms 1 to 6. Also, for example, the programs PG1 to 5 of the present embodiment may be capable of being executed in parallel, and may be configured such that the remaining programs cannot be executed while one program is being executed.

[0050] Also, in the present embodiment, the food and beverage system CS has been described as a system used in a certain food and beverage store (see FIG. 1A). However, it may be a system that can be used in a plurality of food and beverage stores, like the food and beverage system CSa in the modification example of FIG. 6. In this case, the results of the questionnaire survey may be aggregated by store and for all stores. By doing so, for example, even if the same food or drink is provided in all stores, if the result of the questionnaire is a complaint about the taste only in a certain store, it is possible to investigate the possibility that there is a problem with the quality of that food or drink in that certain store.

[0051] Also, in the case of the food and beverage system CSa in the modification example of FIG. 6, for example, when a large amount of a new food or drink is ordered in the first store and the result of the questionnaire is also good, the programs PG3 to 5 (FIGS. 3 to 5) including a mode for always proposing an order of the new food or drink may be operated in another store.

[0052] The above is the description of a plurality of modified examples of the present embodiment.

Explanation of Signs

[0053] 10 A plurality of customer terminals 10A Customer terminal 12 Processing unit 14 Storage unit 16 Display 18 Microphone 19 Speaker 20 A plurality of staff terminals 20A Staff terminal 30 Administrator terminal 40 Management server 42 Processing unit 44 Storage unit CS Food and beverage system CSa Food and beverage system EI Food and beverage information NW Communication network OI Order information PG1 Program PG2 Program PG3 Program PG4 Program PG5 Program TI Text information VI Voice information

Claims

1. A program for operating in a customer service system including: (1) a plurality of customer service terminals each used for a single customer in a restaurant; (2) an administrator terminal; and (3) a management server connected to the plurality of customer service terminals and the administrator terminal via a communication network, In the customer service system, A food and beverage storage function for storing food and beverage information related to a plurality of food and beverage items provided to customers in the management server; An addition function for adding new food and drink to the food and drink information in accordance with an instruction from the administrator terminal; an order receiving function for causing one of the plurality of customer service terminals to notify a customer of the food and beverage information via its interface and receive an order from the customer; a suggestion function that allows the one customer service terminal to suggest the new food or drink to a customer by voice via an interface; an order storage function that causes the one customer service terminal to transmit the order as order information to the management server and stores the order information in the management server; a notification function of causing the management server to transmit the order information to the manager terminal and notifying the manager terminal of the order; a completion storage function for storing in the management server the completion of provision of all the food and beverages based on the order notified to the manager terminal; a survey function for conducting a questionnaire survey of at least one of all the food and drink items based on the order by voice communication with the customer via the interface after a preset time has elapsed since the completion of execution of the completion storage function; a voice transmission function for converting voice information acquired from the customer by the survey function into text information and transmitting the text information from the one customer service terminal to the management server; a report function for editing the text information acquired from the plurality of customer service terminals and converted into a report in a preset format; Run the command, The suggestion function is set to be executed when the order receiving function is executed in a case where the new food or drink is added by the addition function but the new food or drink is not ordered by a customer, The survey function is configured to conduct a questionnaire survey on the new food or drink when the new food or drink is included in the order. program.

2. moreover, In the customer service system, An analysis function for causing the one customer service terminal to detect the voice of a customer and analyze the meaning of the voice; Run the command, the suggestion function is set to be executed when the new food or drink is added by the addition function and it is determined as a result of the analysis function that the customer has an intention to place a new order; The program according to claim 1.

3. moreover, In the customer service system, An analysis function for causing the one customer service terminal to detect the voice of a customer and analyze the meaning of the voice; Run the command, When the new food or drink is added by the adding function and the voice is analyzed by the analyzing function to be an impression of the new food or drink, the time of this analysis is set as the time when the preset timing of the survey function has elapsed, and a questionnaire survey of the new food or drink is conducted on the customer. The program according to claim 1.

4. Multiple customer service terminals, An administrator terminal; A management server capable of communicating with the plurality of customer service terminals and the manager terminal via a communication network, the management server storing the program according to any one of claims 1 to 3; Equipped with Customer service system.

5. A method for serving customers at a restaurant using the program according to claim 1, The service system executes the food and beverage storage function; The customer service system executes the order receiving function; said customer service system executing said order storage function; The customer service system executes the notification function; The customer service system executes the completion storage function; said customer service system executing said survey function; The customer service system executes the voice transmission function; The customer service system executes the report function; The hospitality system executes the additional function; The customer service system executes the suggestion function; Including, How to serve customers.

6. A method for serving customers at a restaurant using the program according to claim 2 or 3, The service system executes the food and beverage storage function; The customer service system executes the order receiving function; said customer service system executing said order storage function; The customer service system executes the notification function; The customer service system executes the completion storage function; said customer service system executing said survey function; The customer service system executes the voice transmission function; The customer service system executes the report function; The hospitality system executes the additional function; The customer service system executes the suggestion function; The customer service system executes the analysis function; Including, How to serve customers.

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