Programs, customer service systems and methods

Abstract

The present invention aims to provide a program that enables a restaurant to conduct a questionnaire survey on food and drink and create a report using a customer service terminal without using the camera function. [Solution] The program of the present invention causes a customer service system to execute a food and beverage storage function that stores food and beverage information relating to multiple foods and beverages in a management server, an order receiving function that causes one customer service terminal to receive orders from customers, an order storage function that stores the orders as order information in the management server, a notification function that causes the administrator terminal to notify the orders, a completion storage function that stores in the management server the completion of the provision of all foods and beverages based on the orders, a survey function that conducts a questionnaire survey via voice communication after a predetermined time has elapsed since the completion of execution of the completion storage function, and a report function that compiles the questionnaire survey into a report in a predetermined format.

Description

[Technical Field]

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

[0002] The website of Non-Patent Document 1 announces that Gatebox Inc. has developed "AI Kanji" as customer service hardware for restaurants, along with a demo video. According to the website, this "AI Kanji" has the following three features (the following is a quote from the website of Non-Patent Document 1): Feature 1: Checks glass emptiness and suggests refills By utilizing the latest generative AI (GPT-4o), the system uses a camera to monitor empty glasses and order status in real time, and when the timing is right, the AI ​​will proactively suggest additional orders. Feature 2: Toasts When the user holds up a glass to toast, the AI ​​host will take the initiative to give the toast, using the slightly formal yet emotional expressions that only an AI can provide, making the drinking party a more relaxed atmosphere. Feature 3: Character customization The character's appearance is automatically generated by AI according to your requests, so you can customize it freely. We will welcome our customers with the perfect character to suit the atmosphere and situation of the store.

[0003] As described above, the AI ​​manager in Non-Patent Document 1 monitors the customer's situation through a camera and serves them accordingly. [Prior art documents] [Non-patent literature]

[0004] [Non-Patent Document 1] Gatebox develops AI customer service for restaurants, "AI Kanji," which uses GPT-4o to recognize remaining beer and suggest the next drink. https: / / www.gatebox.ai / news / 20240702-aikanji, Gatebox Inc., July 3, 2024 Summary of the Invention [Problem to be solved by the invention]

[0005] The AI ​​host in Non-Patent Document 1 uses a camera to accurately grasp the state of empty glasses, etc. However, some customers may feel uncomfortable being photographed by a camera, especially customers using private rooms.

[0006] One of the objects of the present invention is to provide a program that enables a customer to serve customers at a restaurant using a customer service terminal without a camera function (without using the camera function).In particular, one of the objects of the present invention is to provide a program that enables a customer to conduct a questionnaire survey about food and drink at a restaurant using a customer service terminal without a camera function and create a report on the survey. [Means for solving the problem]

[0007] The program of the first aspect comprises: A program that operates in a customer service system that includes: (1) a plurality of customer service terminals used for each customer in a restaurant; (2) an administrator terminal; and (3) a management server that is connected to the plurality of customer service terminals and the administrator terminal via a communication network, The customer service system, a food and drink storage function for storing food and drink information relating to a plurality of food and drink items provided to customers in the management server; an order receiving function that causes 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; 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 administrator terminal and notifying the administrator terminal of the order; a completion storage function for storing in the management server the completion of provision of all food and beverages based on the order notified to the manager terminal; a survey function that conducts a questionnaire survey of at least one of all the food and beverage items based on the order by voice communication with the customer via the interface after a predetermined time has elapsed since the completion of execution of the completion storage function; a voice transmission function that converts voice information acquired from the customer by the survey function into text information and transmits 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; Execute the following. The program of the second aspect is In the program of the first aspect, moreover, The customer service system, an additional function of adding new food and drink to the food and drink information in accordance with instructions from the administrator terminal; Execute If the new food or drink is included in the order, the survey function conducts a questionnaire survey on the new food or drink. The program of the third aspect is In the program of the second aspect, moreover, The customer service system, a suggestion function that allows the one customer service terminal to suggest the new food or drink to the customer by voice via its interface; Execute If the new food or drink is added by the addition function but the new food or drink is not ordered by the customer, the suggestion function is executed when the order receiving function is executed. The program of the fourth aspect is In the program of the second aspect, moreover, The customer service system, a suggestion function that allows the one customer service terminal to suggest the new food or drink to the customer by voice via its interface; an analysis function that causes the first customer service terminal to detect the voice of the customer and analyze the meaning of the voice; Execute When the new food or drink has been 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 suggestion function is executed. The program of the fifth aspect is In the program of the second aspect, moreover, a suggestion function that allows the one customer service terminal to suggest the new food or drink to the customer by voice via its interface; an analysis function that causes the first customer service terminal to detect the voice of the customer and analyze the meaning of the voice; Execute When the new food or drink is added by the adding function and the voice is analyzed by the analyzing function as an impression of the new food or drink, the time of this analysis is regarded as the time when the preset timing of the survey function has elapsed, and a questionnaire survey on the new food or drink is conducted on the customer. One aspect of the customer service system is Multiple customer service terminals and An administrator terminal, a management server that can communicate with the plurality of customer service terminals and the manager terminal via a communication network and that stores the program according to any one of the first to fifth aspects; Equipped with. The first aspect of the customer service method is A method of serving customers at a restaurant using the program of the first aspect, The customer service system executes the food and beverage storage function; a step in which the customer service system executes the order receiving function; the customer service system executing the order storage function; A step in which the customer service system executes the notification function; The customer service system executes the completion storage function; the customer service system executing the survey function; The customer service system executes the voice transmission function; The customer service system executes the report function; Includes. The second type of customer service method is as follows: A method of serving customers at a restaurant using the program of the second aspect, The customer service system executes the food and beverage storage function; a step in which the customer service system executes the order receiving function; the customer service system executing the order storage function; A step in which the customer service system executes the notification function; The customer service system executes the completion storage function; the customer service system executing the survey function; The customer service system executes the voice transmission function; The customer service system executes the report function; The customer service system executes the additional function; Includes. The third type of customer service method is as follows: A method of serving customers at a restaurant using the program of the third aspect, The customer service system executes the food and beverage storage function; a step in which the customer service system executes the order receiving function; the customer service system executing the order storage function; A step in which the customer service system executes the notification function; The customer service system executes the completion storage function; the customer service system executing the survey function; The customer service system executes the voice transmission function; The customer service system executes the report function; The customer service system executes the additional function; The customer service system executes the suggestion function; Includes. The fourth type of customer service method is as follows: A method of serving customers at a restaurant using the program of the fourth or fifth aspect, The customer service system executes the food and beverage storage function; a step in which the customer service system executes the order receiving function; the customer service system executing the order storage function; A step in which the customer service system executes the notification function; The customer service system executes the completion storage function; the customer service system executing the survey function; The customer service system executes the voice transmission function; The customer service system executes the report function; The customer service system executes the additional function; The customer service system executes the suggestion function; The customer service system executes the analysis function; Includes. [Effects of the Invention]

[0008] According to the program of the first aspect, a customer service terminal without a camera function can be used in a restaurant to conduct a questionnaire survey on food and drink and create a report on the survey. According to the program of the second aspect, when a new food or drink is included in an order, a questionnaire about the new food or drink can be obtained from the customer. According to the program of the third aspect, when a new food or drink is added to the food or drink information, the new food or drink is suggested to the customer. According to the program of the fourth aspect, when a new food or drink is added to the food or drink information and the customer makes a voice indicating their intention to order, the new food or drink is suggested to the customer. According to the program of the fifth aspect, when a customer makes a sound indicating his / her impression of a new food or drink, a questionnaire about the new food or drink 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 customer service terminal without a camera function can be used in a restaurant to conduct a questionnaire survey on food and drink and create a report on the survey. According to the customer service method of the second aspect, when a new food or drink is included in an order, a questionnaire about the new food or drink can be obtained from the customer. According to the customer service method of the third aspect, when a new food or drink is added to the food or drink information, the new food or drink is suggested to the customer. According to the customer service method of the fourth or fifth aspect, when a new food or drink is added to the food and drink information and the customer makes a voice indicating their intention to order, the new food or drink is suggested to the customer. [Brief explanation of the drawings]

[0009] [Figure 1A] 1 is a schematic diagram of a food and drink system according to an embodiment of the present invention (hereinafter referred to as the present embodiment). [Figure 1B] FIG. 2 is a detailed diagram of a management server and one customer terminal according to the present embodiment. [Figure 1C] FIG. 2 is a flow diagram of a program based on the basic functions of this embodiment. [Figure 2] FIG. 10 is a flowchart of a program according to Additional Form 1 of the present embodiment. [Figure 3] FIG. 10 is a flowchart of a program according to Additional Form 2 of this embodiment. [Figure 4] FIG. 10 is a flow diagram of a program according to Additional Form 3 of this embodiment. [Figure 5] FIG. 10 is a flow diagram of a program according to Additional Form 4 of this embodiment. [Figure 6] FIG. 10 is a schematic diagram of a modified food and beverage system. DETAILED DESCRIPTION OF THE INVENTION

[0010] This embodiment and several modifications will be described.

[0011] <<Present Embodiment>> The food and drink system CS (see FIGS. 1A to 1C, etc.) of this 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. Please note that for elements in the additional forms that are equivalent or nearly equivalent to the elements used in the description of the basic form, the names and symbols of the basic form shall apply mutatis mutandis.

[0012] <Basic form of food and beverage system> [Function and configuration of food and beverage system] The food and beverage system CS is used in restaurants and functions as a communication system for customer service, such as taking orders and conducting questionnaire surveys. As shown in Fig. 1A, the food and beverage system CS comprises a plurality of customer service terminals 10, a plurality of staff terminals 20, a manager terminal 30, and a management server 40. The plurality of customer service terminals 10, the plurality of staff terminals 20, the manager terminal 30, and the management server 40 are connected via a communications network NW (the Internet is an example of this).

[0013] [Multiple customer service terminals] As shown in FIG. 1A, the multiple customer service terminals 10 refer to, for example, a combination of customer service terminals 10A, 10B, and 10C. Each of the customer service terminals 10A, 10B, and 10C is used for a specific customer unit (each group of customers) and functions to handle orders, etc., on behalf of staff, for customers belonging to that customer unit. For example, if a dining area used by a group of customers is a private room, one customer service terminal is placed in the 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. Each terminal has at least a display for displaying information, a microphone for detecting voices, and a speaker for generating voices. Similar to a so-called smart speaker, the terminal can analyze the meaning of voices detected by the microphone and respond accordingly, enabling human communication. 1A, for convenience, the multiple customer service terminals 10 are shown as a combination of customer service terminals 10A, 10B, and 10C, but in reality, the number of terminals varies depending on the size of the restaurant where they are used. The only difference between customer service terminals 10A, 10B, and 10C is where they are installed.

[0014] 1B is a detailed diagram of management server 40 and one customer service terminal (customer service terminal 10A as an example). Each of the multiple customer service terminals 10 runs program PG1 using application AP1 (an installed dedicated app, see FIG. 1B), as an example. While this paragraph describes customer service terminal 10A, the following description also applies to the other customer service terminals 10B and 10C. The customer service terminal 10A has a processing unit 12 (an example of which is a CPU (Central Processing Unit)), a memory unit 14 (an example of which is a RAM (Random Access Memory)), 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 data stored in the storage unit 14 and performs arithmetic processing. The data includes, as an example, an application AP1. The application AP1 is configured to include a part of a program PG1, a data file DF1, and various libraries LB1. The display 16 has a function of displaying a menu and the like together with photos of food and drink. The microphone 18 has a function of detecting the voices of customers. The speaker 19 has a function of providing information to customers.

[0015] [Multiple store clerk terminals] 1A, the multiple staff terminals 20 refer to, for example, a combination of staff terminals 20A, 20B, and 20C. Staff terminals 20A, 20B, and 20C are always provided for each staff member who serves customers (staff member in charge of serving customers), and are used to accept orders when the staff member directly receives an order from a customer and transmit the order to management server 40, and to report completion when the ordered food and drink has been delivered to the customer. 1A, for convenience, the multiple staff terminals 20 are shown as a combination of staff terminals 20A, 20B, and 20C, but in reality, the number of terminals will vary depending on the number of staff members of the restaurant who will use them. The difference between staff terminals 20A, 20B, and 20C is simply the staff member who uses them.

[0016] [Administrator terminal] As an example, the administrator terminal 30 is a terminal used by the administrator of the dining system CS. Here, the administrator is, for example, the on-site manager of the restaurant, and may be one person or two or more people. The administrator terminal 30 has functions such as uploading food and beverage information EI relating to multiple foods and beverages to the management server 40, and notifying a waiter (waiter in charge of serving food) of 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 a plurality of customer service terminals 10 and store clerk terminals 20 via the communication network NW (FIG. 1A). As shown in FIG. 1B, the management server 40 includes a processing unit 42 (an example of which is a CPU) and a storage unit 44 (an example of which is a RAM). The processing unit 42 reads out data stored in the memory unit 44 and performs arithmetic processing. The data includes, as an example, an application AP2. The application AP2 is configured to include a part of the 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 terminal 30.

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

[0019] Multiple basic functions The basic functions are, for example, as follows: - Food and drink memory function, - Order function, -Order memory function, -Alarm function, -Complete memory function, - Survey function, -Voice transmission function, -Report function

[0020] (Food and drink memory function) The food and drink storage function is a function for storing food and drink information EI relating to multiple foods and drinks 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 drink information EI from the manager terminal 30 to the management server 40 via the communication network NW.

[0021] (Order function) The order receiving function is a function that causes one customer service terminal 10A among the multiple customer service terminals 10 to notify a customer of food and drink information EI via its display 16, microphone 18, and speaker 19, and to receive an order from the customer. Here, the restaurant information EI may be notified to the customer, for example, by displaying a menu on display 16, or by voice via speaker 19. Furthermore, the function of receiving an order from a customer may, for example, be performed by the customer inputting or selecting an order via display 16 (a general touch panel method), or by detecting the voice of the customer via microphone 18.

[0022] (Order memory function) The order storage function is a function that causes an order received from a customer by the order receiving function to be sent as order information OI from one customer service terminal 10A to the management server 40, and stores the order information OI in the memory unit 44 of the management server 40 (see Figure 1B). Here, the contents of the order information OI are, for example, as follows: -The customer who placed the order (or the customer's location) -Name of food and drink ordered, -Quantity, -Individual orders (no mayonnaise, doneness, etc.)

[0023] (Alert function) The notification function is a function that causes the management server 40 to transmit the order information OI to the administrator terminal 30 and notify the administrator terminal 30 of the order details contained in the order information OI. Here, the notification method 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 memory 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 an order notified to the manager's terminal 30, for example, by transmitting the information via the communication network NW from the store clerk terminal 20A of the store clerk who delivered them.

[0025] (Investigation function) The survey function is a function that, after a preset time has elapsed since the completion of execution of the completion memory function, conducts a questionnaire survey via voice communication with the customer regarding at least one of all the food and drink items based on the order via the interface of the customer service terminal 10A. Here, the time when a preset timing has elapsed is, for example, as follows. A time set using the administrator terminal 30, for example, 5 minutes, 10 minutes, etc. - When the microphone 18 detects a voice related to taste, such as "delicious" or "bad." -When the customer places their next order. The questions asked in the questionnaire survey are as follows: -Quantitative evaluation of taste (for example, how many points out of 100?) -Is there any room for improvement? If so, where? - Would you like to order again? (For example, if you absolutely had to order a perfect score of 100, how many points would you like?)

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

[0027] (Report function) The report function is a function for editing text information TI obtained as voice information VI from a plurality of customer service terminals 10 and converted into a report in a preset format. Here, examples of reports in preset formats are as follows: - The average score of one or more customers for the food or drink surveyed (for example, a score out of 100) - The average score of improvements made by one or more customers for the food and beverages surveyed -The average score of one or more customers on whether they would order the food or drink surveyed again -Compare these averages with the averages of other foods and beverages - List of all improvements

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

[0029] [Food and beverage system operation (program flow)] Next, the operation of the food and drink system CS will be explained mainly with reference to Figure 1C. Below, we will explain each step of the program PG1 shown in Figure 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 drink storage function. In S11, the program PG1 causes the administrator terminal 30 to transmit food and drink information EI to the management server 40, and stores the restaurant information EI in the storage unit 44 of the management server 40. For example, S11 is performed to upload food and drink information EI corresponding to the day's menu before the restaurant opens.

[0031] [S12 and S13] S12 and S13 are a group of steps that execute an order receiving function when an order request is received from a customer. In S12, for example, when a customer utters a voice that suggests "I want to place an order" and customer service terminal 10A detects the voice with its microphone 18, customer service terminal 10A determines that the customer intends to request an order. Next, in S13, a menu is displayed on the display 16 to inform the customer of the menu, and an order from the customer is received by either entering the order from the display 16 (input by selection) or detecting an order (voice) from the microphone 18.

[0032] [S14] In step S14, the order storage function is executed. In step S14, the order received in step 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 for executing the notification function. In S15, the management server 40 transmits the order information OI to the manager's terminal 30, and the manager's terminal 30 notifies the order details to the waiter (waiter in charge of serving the food). As a result, the waiter prepares the food and drink according to the order details. When the item (food or drink) ordered in S13 is ready, a store clerk (customer service representative) brings it to the customer's location.

[0034] [S16] S16 is a step for executing the completion storage function. S16 is a judgment step for confirming whether or not all of the food and beverages ordered in S13 have been served. In S16, when all of the food and beverages ordered in S13 and prepared in S15 have been delivered and served to the customer, the waiter (customer) operates his or her waiter terminal 20A to notify management server 40 that all of the food and beverages have been served. As a result, management server 40 writes that the serving has been completed in order information OI stored in S14, and the result of S16 is determined to be positive, and the process proceeds to S17.

[0035] [S17, S18 and S19] S17 and S18 are a group of steps that execute a survey function that, after a preset time has elapsed from the end of S16 (the completion of execution of the completion memory function), conducts a questionnaire survey of the customer through voice communication regarding at least one of all the food and beverage items based on the order in S13 via the interface of the customer service terminal 10A. S17 is a decision step, and if a preset time has elapsed since the end of S16 (the completion of execution of the completion storing function), the decision is deemed to be positive and the process proceeds to S18. Next, in S18, customer service terminal 10A conducts a questionnaire survey of the customer through voice communication regarding at least one of all the foods and drinks based on the order in S13. Here, an example of the time when the preset timing has elapsed is as described above. The content of the questionnaire survey is also as described above. S19 is a step for executing the voice transmission function. In S19, the voice information VI acquired from the customer in 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 for executing a report function, in which the text information TI obtained from the multiple customer service terminals 10 and converted is edited into a report in a preset format.

[0037] This concludes the description of the operation of the food and drink system CS (the flow of program PG1).

[0038] [effect] Next, the effects of the basic form of this embodiment will be described.

[0039] According to the basic form of this embodiment, it is possible to serve customers at a restaurant using customer service terminal 10A that does not have a camera function (the camera function is not used). In particular, it is possible to conduct a questionnaire survey on food and drink at a restaurant using customer service terminal 10A that does not have a camera function (the camera function is not used), and to create a report on the survey.

[0040] In the basic form of this embodiment, after a preset time has elapsed since the completion of the execution of the completion storage function, the survey function conducts a questionnaire survey by voice communication with the customer via the interface of customer service terminal 10A regarding at least one of all the food and drink items based on the order. For example, the questionnaire survey is conducted when the microphone 18 of customer service terminal 10A detects a taste-related voice such as "delicious" or "bad" from the customer after the ordered food and drink is served. Therefore, according to the basic form of this embodiment, it is possible to elicit honest feedback from customers in a natural conversation flow that does not cause any inconvenience to the customers. In other words, it is possible to receive more accurate feedback at the appropriate time. Furthermore, the results of the survey are compiled into a report, so that both the restaurant's front-line staff and part-time management can obtain a report based on the customers' honest feedback.

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

[0042] <Multiple additional forms of food and beverage systems> Next, we will explain several additional forms of the food and drink system CS. The additional forms are forms that add various additional functions to the basic form described above.

[0043] [Additional Form 1] Figure 2 is a flow diagram of program PG2 according to additional form 1. Flow S20 of additional form 1 realizes functions not found in the basic form in that S21, S22, and S23 are added to flow S10 of the basic form (see Figure 1C). Additional form 1 will be explained below in comparison with the basic form. In its basic form, it does not distinguish between existing and new foods and beverages. In contrast, in Additional Form 1, S21, S22 and S23 are added. [S21] In Additional Form 1, S21 is added between S11 and S12. S21 is a step for executing a function (addition function) to add new food and drink to the food and drink information EI stored in the storage unit 44 of the management server 40 in accordance with an instruction from the manager terminal 30, for example. As a result, information about the new food and drink is added to the food and drink information EI. [S22 and S23] In Additional Form 1, after S17 (at the stage of conducting the questionnaire survey), the process proceeds to S22, where it is determined whether the order includes a new food or drink. If the result of S22 is a positive determination, a questionnaire survey is conducted on the new food or drink in S23. Therefore, according to Additional Form 1, when a new food or drink is included in an order, a questionnaire about the new food or drink can be obtained from the customer. Additional Form 1 can be said to be effective when conducting a questionnaire survey about the new food or drink.

[0044] [Additional Form 2] 3 is a flow diagram of program PG3 according to additional form 2. Flow S30 of additional form 2 realizes functions not present in the basic form and additional form 1, in that S31, S32, and S33 are added to additional form 1 (see FIG. 2). Additional form 2 will be explained below in comparison with additional form 1. In the additional form 1, new food and drink is added to the food and drink information EI, but if the new food and drink is not included in the order from the customer, the new food and drink is not suggested. In contrast, in Additional Form 2, S31, S32 and S33 are added. [S31 and S32] In Additional Form 2, S31 is added between S13 and S14. S31 is a judgment step provided for convenience, in which it is judged whether or not this is the first order from the customer at this timing. If it is the first time, the judgment is affirmative, and the process proceeds to S32. In S32, it is judged whether the order from the customer at this timing includes a new food or drink. If the judgment is negative, that is, if the order does not include a new food or drink, the process proceeds to S33. On the other hand, if the judgment is negative in S31 or affirmative in S32, the process proceeds to S14. [S33] S33 is a step of executing the suggestion function, which is a function that causes customer service terminal 10A to suggest new food and drink to the customer by voice via its interface. In S33, for example, the speaker 19 of the customer service terminal 10A is used to suggest a new food or drink to the customer by voice, such as, "If you don't mind, how about a Valencia Orange Sour (an example of a new food or drink) from the new menu?" After S33, the process returns to S13, so a customer who wants to accept the suggestion in S33 can order an additional Valencia Orange Sour in S13. As described above, according to Additional Form 2, when a new food or drink is added to the food or drink information EI, the new food or drink will always be proposed to customers. Additional Form 2 can be said to be effective when you want to offer (advertise) a new food or drink to customers. Furthermore, because Additional Form 2 can be said to be an improvement on Additional Form 1, the effects of Additional Form 1 are also synergistically achieved.

[0045] [Additional Form 3] 4 is a flow diagram of program PG4 according to additional form 3. Flow S40 of additional form 3 realizes functions not present in the basic form and additional form 1 in that S41, S42, and S33 are added between S21 and S12 of additional form 1 (see FIG. 2). Additional form 3 will be explained below in comparison with additional form 1. In the additional form 1, new food and drink is added to the food and drink information EI, but if the new food and drink is not included in the order from the customer, the new food and drink is not suggested. In contrast, in Additional Form 3, S41, S42 and S33 are added. [S41 and S42] In Additional Form 3, S41 is added between S21 and S12. S41 is a step in which the customer service terminal 10A executes a function (analysis function) to detect the customer's voice and analyze the meaning of the voice. As a result of executing the analysis function in S41, for example, the customer's voice is "I'd like to order something more soon," "Maybe it's time for another drink," etc., and if it is determined in S42 that the customer intends to place a new order, the process proceeds to S33. If not, the process returns to S41 again. The explanation of S33 is as above. As described above, according to Additional Form 3, when a new food or drink is added to the food and drink information EI and a customer makes a voice signal indicating their intention to order, the new food or drink will always be suggested to the customer. Additional Form 3 can be said to be effective when you want to offer (advertise) a new food or drink to customers. Furthermore, because Additional Form 3 can be said to be an improvement on Additional Form 1, the effects of Additional Form 1 are also synergistically achieved.

[0046] [Additional Form 4] 5 is a flow diagram of program PG5 according to additional form 4. Flow S50 of additional form 5 realizes the same function as additional form 3 in that S17 and S18 of additional form 3 (see FIG. 4) are replaced with S51. In Additional Form 4, the analysis function can be executed in the same way as in Additional Form 3. Therefore, in Additional Form 4, if (1) the new food or drink has been added by the addition function and (2) the analysis function analyzes that the voice is an impression of the new food or drink (Yes in S51), the time of this analysis is regarded as the time when a preset timing in the survey function has elapsed, and a questionnaire survey on the new food or drink is conducted on customers. As described above, according to Additional Form 4, when a customer makes a sound indicating his / her impression of a new food or drink, a questionnaire about the new food or drink can be obtained from the customer.

[0047] The above is a description of several additional aspects of this embodiment.

[0048] <<Multiple Modifications>> Although the present invention has been described above with reference to the present embodiment, the present invention is not limited to the above-described embodiment. For example, the present invention also includes the following modifications.

[0049] For example, in this embodiment, the basic function and additional features 1 to 4 have been described separately. However, the programs PG1 to PG5 of this embodiment may be capable of executing some or all of these functions, and the user (manager of the restaurant) may select and use additional forms 1 to 6. Furthermore, for example, the programs PG1 to PG5 of this embodiment may be made executable in parallel, and while one program is being executed, the other programs may not be executed.

[0050] In this embodiment, the dining system CS has been described as a system used in a certain restaurant (see FIG. 1A). However, the system may be applicable to multiple restaurants, such as the modified food and beverage system CSa shown in Figure 6. In this case, the survey results may be aggregated by store and for all stores. By doing so, for example, if all stores offer the same food and beverages, but the survey results at only one store are complaints about the taste, it is possible to investigate whether there was a problem with the quality of the food and beverages at that store.

[0051] In addition, in the case of the modified food and beverage system CSa of Figure 6, for example, if a large amount of new food and beverages are ordered at a first store and the survey results are also good, another store may be configured to operate using programs PG3 to PG5 (Figures 3 to 5) that include a mode that always suggests ordering the new food and beverages.

[0052] The above is a description of several modified examples of this embodiment. [Explanation of symbols]

[0053] 10 Multiple customer service terminals 10A Customer Service Terminal 12 Processing section 14 Storage section 16 Display 18. Mike 19 speakers 20 Multiple store clerk terminals 20A Staff terminal 30 Administrator terminal 40 Management Server 42 Processing section 44 Memory section 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 Audio Information

Claims

1. A customer service system used in restaurants, a storage function that, before the opening of the restaurant, transmits food and beverage information relating to a plurality of foods and beverages from an administrator terminal managed by an administrator to a management server managed by the restaurant, and stores the information, and further transmits information relating to a distinct food and beverage that is distinguished from the plurality of foods and beverages, and adds the information to the food and beverage information and stores the information; a suggestion function that causes the customer service terminal to suggest the distinguished food and beverage items to the customer by voice via the interface; an analysis function that causes the customer service terminal to detect the voice of the customer and analyze the meaning of the voice; a questionnaire function in the customer service terminal for conducting a questionnaire survey regarding the distinguished food and beverage items to customers via the interface; To achieve this, The suggestion function is configured to be executed when the analysis function determines that the customer has an intention to place a new order, The system is configured so that, when the customer orders the distinguished food or drink as a result of the execution of the suggestion function, the questionnaire function is executed. program.

2. At least one customer service terminal; An administrator terminal, a management server capable of communicating with the at least one customer service terminal and the manager terminal via a communication network, the management server storing the program according to claim 1; Equipped with Customer service system.

3. A method for serving customers at a restaurant using the program according to claim 1, The customer service system executes the storage function; The customer service system executes the suggestion function; The customer service system executes the analysis function; a step of the customer service system executing the questionnaire function; Including, How to serve customers.

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