Server device, sales promotion support system, sales promotion support method, and program

Abstract

To improve explanation by presenting a shelf number of a product to an operator side when carrying out an online call and by realizing the explanation while holding the product in hand.SOLUTION: The present invention pertains to a server device including: a storage unit 13 that associates and stores operator IDs and customer service adaptability information including products or services available for customer service, and stores product IDs, product detailed information, and shelf numbers; a tag analysis unit 11b that, upon receiving a request, analyzes a tag regarding the request and extracts a contained keyword; an operator identification unit 11c that identifies an operator by matching the contained keyword with the customer service adaptability information based on the analysis result; a shelf number identification unit 11d that identifies a shelf number of a product by matching the contained keyword with a product ID based on the analysis result; and a call control unit 11f for executing an online call. The server device prompts a terminal device of the operator to display the shelf number during the online call.SELECTED DRAWING: Figure 2

Description

[Technical Field]

[0001] The present invention relates to a server device, a sales promotion support system, a sales promotion support method, and a program for supporting sales promotion through online customer service. [Background technology]

[0002] There are currently many online shopping websites that allow users to purchase various products or services over the Internet. These websites allow users to search for products or services that meet their desired conditions, and if the desired product is found in the search results, they can purchase it online.

[0003] Today, businesses are hoping to further improve the convenience of online shopping for users, provide services that are as comparable as possible to those in brick-and-mortar stores, and ultimately promote sales.

[0004] Here, for example, Patent Document 1 discloses a method for realizing a banner advertisement that is an RMF that integrates the original code and content of the original banner advertisement with the calling application, enabling the combined operational functions and content of the calling application and the original banner advertisement. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Special Publication No. 2011-512571 Summary of the Invention [Problem to be solved by the invention]

[0006] However, what is disclosed in Patent Document 1 does not disclose or suggest sales promotion by identifying an appropriate operator to explain a product or service and realizing an online call. Furthermore, while it is desirable for the operator to grasp the details of the product desired by the customer and actually pick up the product to explain it during the online call, the patent document does not disclose a means for the operator to quickly find the shelf where the product desired by the customer is located.

[0007] The present invention has been made in consideration of such problems, and aims to support sales promotion by identifying an appropriate operator to explain a product or service, and when an online call is made between the user and the operator, presenting the product's shelf number to the operator, allowing the explanation to be given as if the user were holding the product in their hands. [Means for solving the problem]

[0008] In order to solve the above problems, a server device according to one aspect of the present invention is a server device that can communicate with a user's information terminal and an operator's information terminal, and includes a communication unit that communicates with the user's information terminal and the operator's information terminal, a storage unit that stores the operator ID of the operator and customer service adaptability information including products or services that the operator can serve in association with each other, and also stores product IDs, detailed product information, and shelf numbers, a tag analysis unit that, upon receiving an online customer service request from the user's information terminal, analyzes tags related to the request and extracts contained keywords, and a tag analysis unit that, based on the analysis results of the tag analysis unit, refers to the storage unit and extracts the contained keywords and the customer service adaptability information. sex The system is equipped with an operator identification unit that matches the contained keywords with the product ID and identifies an operator who is suitable to serve the user, a shelf number identification unit that refers to the memory unit based on the analysis results of the tag analysis unit, matches the contained keywords with the product ID, and identifies the shelf number of the product, and a call control unit that controls an online call to be made between the user's information terminal and the identified operator's information terminal, and during the online call, prompts the operator's terminal device to display the shelf number.

[0009] Another aspect of the present invention provides a sales promotion support system comprising a user's information terminal, an operator's information terminal, and a server device, wherein the server device includes a communication unit for communicating with the user's information terminal and the operator's information terminal, a storage unit for storing the operator ID of the operator in association with customer service adaptability information including products or services that the operator can serve, and for storing product IDs, detailed product information, and shelf numbers, a tag analysis unit for, upon receiving an online customer service request from the user's information terminal, analyzing tags related to the request and extracting contained keywords, and a tag analysis unit for, upon receiving an online customer service request from the user's information terminal, analyzing the contained keywords and the customer service adaptability information based on the analysis results of the tag analysis unit, and sex The system is equipped with an operator identification unit that matches the contained keywords with the product ID and identifies an operator who is appropriate to serve the user, a shelf number identification unit that refers to the memory unit based on the analysis results of the tag analysis unit, matches the contained keywords with the product ID, and identifies the shelf number of the product, and a call control unit that controls an online call to be made between the user's information terminal and the identified operator's information terminal, and the server device prompts the operator's terminal device to display the shelf number during the online call.

[0010] A sales promotion support method according to another aspect of the present invention is a sales promotion support method using a sales promotion support system comprising a user's information terminal, an operator's information terminal, and a server device. The server device has a memory unit that stores the operator ID of the operator in association with customer service suitability information including products or services that the operator can serve, and also stores product IDs, detailed product information, and shelf numbers. When the server device receives an online customer service request from the user's information terminal, the server analyzes tags related to the request and extracts contained keywords; and based on the analysis results, the server device refers to the memory unit and extracts contained keywords and customer service suitability information. sexThe method includes a step of matching the keywords with the information and identifying an operator appropriate for serving the user, a step of referring to the memory unit based on the analysis results, matching the contained keywords with the product ID and identifying the shelf number of the product, and a step of controlling an online call to be made between the user's information terminal and the identified operator's information terminal, and the server device prompts the operator's terminal device to display the shelf number during the online call.

[0011] A program according to another aspect of the present invention is a program executed in a server device that can communicate with a user's information terminal and an operator's information terminal, the server device comprising: a communication unit that communicates with the user's information terminal and the operator's information terminal; a storage unit that stores the operator ID of the operator in association with customer service adaptability information including products or services that the operator can serve, and also stores product IDs, detailed product information, and shelf numbers; a tag analysis unit that, upon receiving an online customer service request from the user's information terminal, analyzes tags related to the request and extracts contained keywords; and a program that refers to the storage unit and extracts the contained keywords and the customer service adaptability information based on the analysis results of the tag analysis unit. sex The tag analysis unit functions as an operator identification unit that matches the contained keywords with the product ID and identifies an operator suitable for serving the user, a shelf number identification unit that refers to the memory unit based on the analysis results of the tag analysis unit, matches the contained keywords with the product ID and identifies the shelf number of the product, and a call control unit that controls the execution of an online call between the user's information terminal and the identified operator's information terminal, and prompts the operator's terminal device to display the shelf number during the online call. [Effects of the Invention]

[0012] According to the present invention, an appropriate operator is identified to explain a product or service, and when an online call is made between the user and the operator, the shelf number of the product is presented to the operator, allowing the operator to explain the product as if holding it in their hands, thereby enhancing the explanation and thereby supporting sales promotion. [Brief explanation of the drawings]

[0013] [Figure 1] 1 is a configuration diagram of a sales promotion support system according to an embodiment of the present invention. [Figure 2] FIG. 2 is a configuration diagram of a server device in the system. [Figure 3] FIG. 2 is a diagram illustrating the configuration of various tables managed by the server device. [Figure 4] FIG. 2 is a diagram illustrating the configuration of a user's information terminal in the system. [Figure 5] FIG. 2 is a diagram illustrating the configuration of an information terminal of an operator in the system. [Figure 6] 10 is a flowchart showing the flow of processing by the system. [Figure 7] FIG. 10 is a diagram showing a display screen on the operator side. [Figure 8] FIG. 10 is a diagram showing updates to the display screens of the user and operator. DETAILED DESCRIPTION OF THE INVENTION

[0014] Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

[0015] FIG. 1 shows the configuration of a sales promotion support system according to one embodiment of the present invention.

[0016] As shown in the diagram, the sales promotion support system includes a server device 1. The server device 1 is connected to a user's information terminal 2 and an operator's information terminal 3 via a network such as the Internet, and is capable of communicating with these terminals. The information terminals 2 and 3 can be various devices such as smartphones, tablet terminals, notebook personal computers (hereinafter referred to as PCs), and desktop PCs.

[0017] In this configuration, a user accesses a website that handles various products or services using information terminal 2 and requests online customer service by selecting an online customer service button attached to the page. When server device 1 receives this request for online customer service, it executes tag analysis, operator identification, shelf number identification, product identification, and call control processes (details of which will be described later), and realizes online customer service between the information terminal 3 of the identified operator and the information terminal 2 of the user.

[0018] FIG. 2 shows the configuration of the server device of the sales promotion support system, which will be described below.

[0019] As shown in the diagram, the server device 1 includes a control unit 11 such as a CPU (Central Processing Unit) that controls the entire system. The control unit 11 is connected to a communication unit 12 and a storage unit 13 via a bus line. The communication unit 12 is a communication interface that communicates with information terminals 2, 3, etc. via a communication network 4. The storage unit 13 is made up of memories such as RAM and ROM, an HDD (Hard Disc Drive), etc., and also stores programs to be executed by the control unit 11 in advance. The storage unit 13 further logically includes a user information DB 14, an operator information DB 15, and a product information DB 16.

[0020] More specifically, as shown in FIG. 3(a), the user information DB 14 stores attribute information such as the user's name, email address, telephone number, age, and gender, as well as call history and purchase history information, all linked to a user ID. Meanwhile, as shown in FIG. 3(b), the operator information DB 15 stores the operator's name, affiliation / store information, product or service names (products for which the operator is responsible), spoken languages, available service hours, and service history, all linked to an operator ID. Here, the product or service names, spoken languages, available service hours, and other information are referred to as customer service suitability information. As shown in FIG. 3(c), the product information DB 16 stores the product category, name, product number, size, color, price, and shelf number, all linked to a product ID. Therefore, once the product ID related to the customer service is identified, the shelf number on which the product is stored is identified. Using the shelf number as a clue, the operator can quickly find the relevant shelf and obtain the product in question.

[0021] In such a configuration, the control unit 11 reads and executes the programs in the memory unit 13, thereby functioning as a main control unit 11a, a tag analysis unit 11b, an operator identification unit 11c, a shelf number identification unit 11d, a product identification unit 11e, a call control unit 11f, and a generation unit 11g.

[0022] The main control unit 11a performs overall control, such as sending and receiving various information to and from users and operators. When an online customer service request is received from the user's information terminal 2, the tag analysis unit 11b analyzes the tag associated with the request. Based on the analysis results of the tag analysis unit 11b, the operator identification unit 11c refers to the operator information DB 15 in the storage unit 13 and identifies an operator appropriate for serving the user. Based on the analysis results of the tag analysis unit 11b, the shelf number identification unit 11d refers to the product information DB 16 in the storage unit 13 and identifies the shelf number of the product related to the user's inquiry. Based on the analysis results of the tag analysis unit 11b or the analysis results of the two-dimensional code on the product tag scanned by the operator, the product identification unit 11e refers to the product information storage unit 16 in the storage unit 13 and identifies detailed information about the product related to the inquiry. The call control unit 11f controls the execution of an online call between the user's information terminal 2 and the identified operator's information terminal 3. The generation unit 11g then generates screen data in HTML format or the like.

[0023] More specifically, the tag analysis unit 11b analyzes tags related to customer service requests and extracts contained keywords, and the operator identification unit 11c identifies a suitable operator by matching the keywords extracted by the analysis with the customer service suitability information of the operator managed in the operator management table.

[0024] FIG. 4 shows the configuration of the information terminal of the user of the sales promotion support system, and will be explained.

[0025] As shown in the figure, the user's information terminal 2 is equipped with a control unit 21 consisting of a CPU and the like that controls the entire system, and the control unit 21 is connected to a communication unit 22, an operation unit 23, a display unit 24, a memory unit 25, and a camera unit 26. The communication unit 22 is a communication interface that communicates with the server device 1 and the like. The operation unit 23 is an operation device such as a mouse or keyboard. The display unit 24 is an LCD display or the like. Of course, the operation unit 23 and the display unit 24 may be integrated as a touch panel. The memory unit 25 is made up of a memory, a HDD, etc., and also stores programs executed by the control unit 21. The camera unit 26 enables online calls.

[0026] In this configuration, the control unit 21 reads and executes programs from the storage unit 25, thereby functioning as a main control unit 21a, a browser unit 21b, a display control unit 21c, and a code recognition unit 21d. The main control unit 21a controls the entire information terminal 2. The browser unit 21b enables browsing of websites and the like. The display control unit 21c controls display on the display unit 24 based on HTML data and the like. An online call is executed between the user's information terminal 2 and the operator's information terminal 3 by the function of the browser unit 21b. When the code recognition unit 21d recognizes a code contained in an image of a two-dimensional code such as a QR code (registered trademark) captured by the camera unit 27, the main control unit 21a executes a customer service request.

[0027] FIG. 5 shows the configuration of the operator's information terminal of the sales promotion support system, and will be explained.

[0028] As shown in the figure, the operator's information terminal 3 is equipped with a control unit 31 consisting of a CPU and the like that controls the entire system, and the control unit 31 is connected to a communication unit 32, an operation unit 33, a display unit 34, a memory unit 35, a camera unit 36, and a barcode reader 37. The communication unit 32 is a communication interface that communicates with the server device 1 and the like. The operation unit 33 is an operation device such as a mouse or a keyboard. The display unit 34 is an LCD display or the like. Of course, the operation unit 33 and the display unit 34 may be integrated into a touch panel. The memory unit 35 is made up of a memory, a HDD, or the like, and also stores programs executed by the control unit 31. The camera unit 36 ​​enables online calls. The barcode reader 37 captures an image of a two-dimensional code or the like on a product tag or the like to acquire code information.

[0029] In this configuration, the control unit 31 functions as a main control unit 31a, a browser unit 31b, a display control unit 31c, and a code recognition unit 31d by reading and executing programs from the storage unit 35. The main control unit 31a controls the entire information terminal 3. The browser unit 31b enables browsing of websites, etc. The display control unit 31c controls display on the display unit 34 based on HTML data, etc. The browser unit 31b functions to execute an online call between the user's information terminal 2 and the operator's information terminal 3. The code recognition unit 31d recognizes a code included in an image of a two-dimensional code, such as a QR code (registered trademark), captured by the camera unit 27. Alternatively, the code recognition unit 31d recognizes and analyzes code information acquired by the barcode reader 37, acquires a product ID, and transmits the product ID to the server device 1, etc.

[0030] The processing procedure for online customer service by the sales promotion support system will be described in detail below with reference to the flowchart in Fig. 6. Here, Figs. 7 and 8 will also be referenced as appropriate.

[0031] When the online customer service button is selected on the web page by tapping or the like on the display screen of the user's information terminal 2, the user's information terminal 2 executes a customer service request to the server device 1 (S1). Of course, in addition to selecting the online customer service button 100a, the customer service request may also be executed based on the results of reading and recognizing a two-dimensional code such as a QR code (registered trademark).

[0032] When server device 1 receives this customer service request, tag analysis unit 11b analyzes the tag related to the customer service request (S3), operator identification unit 11c refers to the operator management table of operator information DB 15 in storage unit 13 based on the analysis result of tag analysis unit 11b and identifies an operator appropriate for customer service to the user (S4), shelf number identification unit 11d refers to product information DB 16 in storage unit 13 and identifies a shelf number (S5), and call control unit 11d controls to execute an online call between the user's information terminal 2 and the identified operator's information terminal 3 (S5). In this way, online customer service, in other words, an online call, is initiated between the user's information terminal 2 and the operator's information terminal 3 (S7).

[0033] During this online call, the display unit 34 of the operator's information terminal 3 displays a screen such as that shown in FIG. 7. As shown in FIG. 7, on the screen 100, area 100a displays call information, caller product information, etc. In particular, area 100a displays the shelf number of the shelf where the product related to the inquiry is stored. Area 100b displays the user as a remote view, and area 100c displays the operator himself as a local view. Area 100d displays video call request, screen sharing, file sending, microphone on / off, camera on / off, hold, call end, and call time, respectively. Area 100e is a chat screen. Area 100f displays the incoming call status, and area 100g displays a text chat tab, an incoming call status tab, a transfer tab, location information, a logout button, etc.

[0034] During this online call, the operator identifies a shelf based on the shelf number, picks up the product from the shelf, and scans the two-dimensional code on the tag attached to the product using the barcode reader 37. The code recognition unit 31d analyzes the two-dimensional code information, identifies the product ID, and transmits it to the server device 1 (S8). In response, the server device 1 references the product information DB 16, and the product identification unit 11e extracts more detailed product information (S9) and transmits it to the information terminals 2 and 3 (S10). The information terminals 2 and 3 then display the detailed product information in a remote menu (S11, S12). This process is illustrated in FIG. 8. In this example, the product name, color, price, and other detailed product information are displayed in a window 101A on the display screen 101 of the display unit 24 of the user's information terminal 2. This completes the series of processes related to online customer service.

[0035] Although one embodiment of the present invention has been described above, the present invention is not limited to this embodiment, and various improvements and modifications can be made without departing from the spirit and scope of the present invention.

[0036] For example, in addition to identifying an operator based on the type of product or service, an element of identifying an operator by referring to the user's past purchase history may be added. [Explanation of symbols]

[0037] 1...server device, 2...user's information terminal, 3...operator's information terminal, 11...control unit, 11a...main control unit, 11b...tag analysis unit, 11c...operator identification unit, 11d...shelf number identification unit, 11e...product identification unit, 11f...call control unit, 11g...generation unit, 21...control unit, 21a...main control unit, 21b...browser unit, 21c...display control unit, 21d...code recognition unit, 22...call unit, 23...operation unit, 24...display unit, 25...camera unit, 31...control unit, 31a...main control unit, 31b...browser unit, 31c...display control unit, 31d...code recognition unit, 32...call unit, 33...operation unit, 34...display unit, 35...camera unit, 36...barcode reader

Claims

1. In a server device that can communicate with a user's information terminal and an operator's information terminal, a communication unit that communicates with the user's information terminal and the operator's information terminal; a storage unit that stores the operator ID of the operator and customer service adaptability information including the products or services that the operator can serve in association with each other, and also stores the product ID, detailed product information, and shelf number; a tag analysis unit that, upon receiving an online customer service request from the user's information terminal, analyzes tags related to the request and extracts keywords contained therein; an operator identification unit that refers to the storage unit based on the analysis result of the tag analysis unit, matches the contained keywords with the customer service suitability information, and identifies an operator who is suitable for customer service of the user; a shelf number identification unit that refers to the storage unit based on the analysis result of the tag analysis unit, matches the contained keywords with the product ID, and identifies the shelf number of the product; a call control unit that controls an online call to be executed between the user's information terminal and the specified operator's information terminal; During the online call, the operator is prompted to display the shelf number on the terminal device. Server device.

2. The customer service adaptability information includes information about supported languages. The server device according to claim 1 .

3. When the two-dimensional code on the tag of the product is scanned by the information terminal of the operator, the server device analyzes the two-dimensional code, extracts the corresponding product information by referring to a storage unit, and transmits the extracted product information to the information terminal of the user and the information terminal of the operator; The information terminal of the user and the information terminal of the operator are prompted to display product information on the display unit.

3. The server device according to claim 1 or 2.

4. In a sales promotion support system comprising a user's information terminal, an operator's information terminal, and a server device, The server device a communication unit that communicates with the user's information terminal and the operator's information terminal; a storage unit that stores the operator ID of the operator and customer service adaptability information including the products or services that the operator can serve in association with each other, and also stores the product ID, detailed product information, and shelf number; a tag analysis unit that, upon receiving an online customer service request from the user's information terminal, analyzes tags related to the request and extracts keywords contained therein; an operator identification unit that refers to the storage unit based on the analysis result of the tag analysis unit, matches the contained keywords with the customer service suitability information, and identifies an operator who is suitable for customer service of the user; a shelf number identification unit that refers to the storage unit based on the analysis result of the tag analysis unit, matches the contained keywords with the product ID, and identifies the shelf number of the product; a call control unit that controls an online call to be executed between the user's information terminal and the specified operator's information terminal; The server device prompts the operator to display the shelf number on the terminal device of the operator during the online call. Sales promotion support system.

5. A sales promotion support method using a sales promotion support system comprising a user's information terminal, an operator's information terminal, and a server device, The server device includes a storage unit that stores the operator ID of the operator and customer service adaptability information including the products or services that the operator can serve in association with each other, and also stores the product ID, detailed product information, and shelf number of the product, When receiving an online customer service request from the information terminal of the user, analyzing tags related to the request and extracting contained keywords; a step of referring to the storage unit based on the analysis result, matching the contained keywords with the customer service suitability information, and identifying an operator suitable for customer service of the user; a step of referring to the storage unit based on the analysis result, matching the contained keywords with the product ID, and identifying the shelf number of the product; a step of controlling an online call to be executed between the information terminal of the user and the information terminal of the specified operator, The server device prompts the operator to display the shelf number on the terminal device of the operator during the online call. Promotional support methods.

6. A program executed on a server device that can communicate with a user's information terminal and an operator's information terminal, The server device, a communication unit that communicates with the user's information terminal and the operator's information terminal; a storage unit that stores the operator ID of the operator and customer service adaptability information including the products or services that the operator can serve in association with each other, and also stores the product ID, detailed product information, and shelf number; a tag analysis unit that, upon receiving an online customer service request from the user's information terminal, analyzes tags related to the request and extracts keywords contained therein; an operator identification unit that refers to the storage unit based on the analysis result of the tag analysis unit, matches the contained keywords with the customer service suitability information, and identifies an operator who is suitable for customer service of the user; a shelf number identification unit that refers to the storage unit based on the analysis result of the tag analysis unit, matches the contained keywords with the product ID, and identifies the shelf number of the product; functioning as a call control unit that controls execution of an online call between the information terminal of the user and the information terminal of the specified operator; During the online call, the operator is prompted to display the shelf number on the terminal device. program.

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