Information Processing Systems

Abstract

To provide a technique for supporting the improvement of customer experience utilizing OMO (Online Merges with Offline).SOLUTION: A server 20 stores online information related to a user, transmitted and received through a communication network. Based on data output from a sensor (such as a 3D lidar 14) installed at an event venue, the server 20 detects the behavior of a user who has visited the event venue. Based on data obtained from the behavior of the user who has visited the event venue, the server 20 associates the user who has visited the event venue with the user for whom the online information is stored. When at least one of behavior information on the user who has visited the event venue and the online information satisfies a certain predetermined condition, the server 20 performs predetermined processing targeting the user.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present disclosure relates to data processing technology, and more particularly to information processing systems. [Background technology]

[0002] A technology has been proposed that uses short-range wireless communication to grasp a user's path and estimate the user's preferences based on the user's behavior history (see, for example, Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent No. 5713249 Summary of the Invention [Problem to be solved by the invention]

[0004] Currently, OMO (Online Merges with Offline) is being advocated as a marketing concept that combines online and offline contact points between product and service providers and customers to provide a better customer experience. It is expected that improving customer experience using OMO will become important in business in the future.

[0005] The present disclosure has been made in light of these circumstances, and one purpose is to provide technology that supports the improvement of customer experience by utilizing OMO. [Means for solving the problem]

[0006] In order to solve the above problems, an information processing system of one embodiment of the present disclosure includes a memory unit that stores online information related to users transmitted and received via a communication network; a behavior detection unit that detects the behavior of users who visit a specified real space based on data output from sensors installed in the specified real space; a linking unit that associates users who visit the real space with users whose online information is stored based on data obtained due to the behavior of the users who visit the real space; and a user processing unit that executes specified processing targeted at the user when at least one of the behavior information and online information of the user who visits the real space satisfies specified conditions.

[0007] Any combination of the above components, or any conversion of the expression of the present disclosure between an apparatus, a method, a computer program, a recording medium storing a computer program, etc., is also valid as an aspect of the present disclosure. [Effects of the Invention]

[0008] The technology disclosed herein can help improve customer experience by utilizing OMO. [Brief explanation of the drawings]

[0009] [Figure 1] FIG. 1 is a diagram illustrating a configuration of an OMO system according to a first embodiment. [Figure 2] FIG. 1 is a diagram illustrating an example of an event venue. [Figure 3] FIG. 2 is a block diagram showing functional blocks of the server in FIG. 1. [Figure 4] FIG. 2 is a diagram illustrating the operation of a user and the operation of a server in the OMO system of the first embodiment. [Figure 5] FIG. 1 is a diagram illustrating an example of a store. [Figure 6] FIG. 10 is a diagram illustrating the operation of a user and the operation of a server in the OMO system of the second embodiment. [Figure 7] 7A, 7B and 7C are diagrams showing examples of promotional messages. DETAILED DESCRIPTION OF THE INVENTION

[0010] The subject of the device or method of the present disclosure includes a computer. The computer executes a computer program to realize the functions of the subject of the device or method of the present disclosure. The computer includes, as its main hardware configuration, a processor that operates according to the computer program. The type of processor is not important as long as it can realize the functions by executing the computer program. The processor is composed of one or more electronic circuits including semiconductor integrated circuits (IC, LSI, etc.). The computer program is recorded on a non-transitory recording medium such as a computer-readable ROM, optical disk, or hard disk drive. The computer program may be pre-stored on the recording medium or may be supplied to the recording medium via a wide area communication network including the Internet.

[0011] In the embodiment, we propose an OMO system, which is an information processing system that supports improving customer experience by utilizing OMO (Online Merges with Offline). The OMO system associates information about a user's online behavior with information about their offline behavior by associating the user's online ID with their offline ID. The OMO system executes actions for the user based on the associated online and offline behavior.

[0012] Online behavior can be said to be user behavior via a computer network, and includes, for example, reserving an event venue, browsing an EC (Electronic Commerce) site, requesting information online, participating in a campaign, etc. Offline behavior can be said to be user behavior in the real world, and includes, for example, behavior and movement at an event venue, facial recognition, temperature measurement, etc.

[0013] In the following first example, a pattern is described in which a user who visited an event venue as a predetermined real space is associated with an online user based on the results of face authentication (e.g., matching with pre-registered data) of the user who visited the event venue. In the second example, a pattern is described in which a user who visited a store as a predetermined real space is associated with an online user based on the user's behavior (specifically, participation in a campaign by presenting a two-dimensional code) when visiting the store.

[0014] <First Example> 1 shows the configuration of an OMO system 10 in a first embodiment. The OMO system 10 includes a face authentication device 12, a 3D lidar 14, a two-dimensional code reader 16, and digital signage 18 installed at an event venue where an exhibition is held, and a server 20 installed in a data center or the like. The server 20 communicates with each device at the event venue via a communication network including a LAN, a WAN, the Internet, or the like.

[0015] The face authentication device 12 has an imaging unit that captures images of a person's face and authenticates the person being photographed based on the image data of the person's face. The 3D LIDAR 14 can also be considered a 3D distance sensor device and has a TOF (Time of Flight) sensor. The 3D LIDAR 14 measures changes in each person's position (which can also be considered a movement trajectory or a lead) at the event venue. The two-dimensional code reader 16 analyzes the two-dimensional code presented to the reading unit and transmits the data indicated by the two-dimensional code to the server 20. The digital signage 18 displays information provided by the server 20 on a display unit.

[0016] The server 20 is an information processing device that executes data processing for OMO. In the first embodiment, the server 20 manages both online behavior information and offline behavior information of each user who visits the event venue. The detailed configuration of the server 20 will be described later.

[0017] The user terminal 22 is a mobile terminal carried by a user who visits the event venue and operated by the user. For example, the user terminal 22 may be a smartphone or a tablet terminal. The user terminal 22 communicates with the server 20 via a network such as the Internet.

[0018] FIG. 2 shows an example of an event venue. The event venue is provided with exhibition area A, exhibition area B, exhibition area C, and a business negotiation area. A face authentication device 12 is installed at the entrance of the event venue. When a user enters the event venue, the user is required to undergo face authentication by the face authentication device 12. In addition, multiple 3D riders 14 are installed at the event venue, and the path of users from the entrance to the exit of the event venue is measured.

[0019] Figure 3 is a block diagram showing the functional blocks of server 20 in Figure 1. Each block shown in the block diagram in this specification can be realized in terms of hardware by elements such as a computer processor (e.g., CPU) and memory, electronic circuits, and mechanical devices, and in terms of software by a computer program, etc., but here, functional blocks realized by the cooperation of these elements are depicted. Therefore, it will be understood by those skilled in the art that these functional blocks can be realized in various ways by combining hardware and software.

[0020] The server 20 includes a control unit 30, a storage unit 32, and a communication unit 34. The control unit 30 performs various data processing. The storage unit 32 stores data referenced or updated by the control unit 30. The communication unit 34 communicates with external devices according to a predetermined communication protocol. For example, the control unit 30 transmits and receives data to and from each device at the event venue and the user terminal 22 via the communication unit 34.

[0021] The storage unit 32 includes an online information storage unit 36, a floor information storage unit 38, an offline information storage unit 40, and an ID mapping table 42.

[0022] The online information storage unit 36 ​​stores online information related to each of multiple users transmitted and received via a communication network. The online information includes information about the above-mentioned online behavior and also includes data pre-registered by users attending the event venue. Specifically, the online information may include a digital ID, a face ID, an email address, a face image, an instant messaging application ID, data related to user requests for materials, data related to campaigns in which the user participated, and the like. The digital ID can also be considered the user's online ID, and in this embodiment, the user's email address is set as the digital ID.

[0023] The floor information storage unit 38 stores information (hereinafter referred to as "floor information") about the floor layout of a predetermined real space (an event venue in the first embodiment) where the user will be visiting. The floor information includes correspondence between multiple areas (exhibition area A, exhibition area B, etc.) set up within the event venue and positions within the event venue (coordinate data in the first embodiment).

[0024] The offline information storage unit 40 stores offline information, which is information relating to the offline behavior described above. The offline information in the first embodiment includes information indicating the behavior of each of multiple users who visited the event venue, and specifically includes lead data of each user at the event venue. The lead data is data indicating the chronological changes in the location of each user from the time they entered the event venue until they left. The lead data of each user includes a TOFID (lead ID) and multiple pieces of coordinate data in chronological order (pairs of timestamps and coordinate data).

[0025] The ID mapping table 42 stores the correspondence between online IDs and offline IDs for the same user. For example, the ID mapping table 42 stores a digital ID as a user's online ID and a TOF ID as the user's offline ID, in association with each other.

[0026] The control unit 30 includes an online information receiving unit 44, a behavior detecting unit 46, a face authentication result acquiring unit 48, a linking unit 50, and a user processing unit 52. A computer program implementing the functions of these multiple functional blocks may be installed in storage (such as the memory unit 32) of the server 20. The control unit 30 may be realized by a processor (such as a CPU) of the server 20. The processor of the server 20 may perform the functions of these multiple functional blocks by reading the computer program into main memory and executing it. The functions of the multiple functional blocks shown in FIG. 3 may be implemented in a single computer or may be distributed and implemented across multiple computers.

[0027] The online information receiving unit 44 receives online information relating to the user transmitted and received via the communication network, and stores the received online information in the online information storage unit 36 ​​.

[0028] The behavior detection unit 46 detects the behavior of each user who visits the event venue based on data output from sensors (3D riders 14 in the first embodiment) installed at the event venue. In the first embodiment, the behavior detection unit 46 generates lead data for each user who visits the event venue and stores the lead data for each user in the offline information storage unit 40.

[0029] The face recognition result acquisition unit 48 acquires data indicating the results of face recognition by the face recognition device 12 installed at the event venue.

[0030] The linking unit 50 associates a user who has visited the event venue with a user whose online information is stored in the online information storage unit 36, based on data obtained from the behavior of the user who visited the event venue. In the first embodiment, the user's behavior is an action for face authentication, such as an action of having the face authentication device 12 capture an image of the user's face. In the first embodiment, when the linking unit 50 receives data from the face authentication device 12 indicating that face authentication of a certain user has been successful (including the face ID of the user), the linking unit 50 associates the digital ID of the user associated with the face ID with the TOFID of the user present at the location of the face authentication device 12 and stores them in the ID mapping table 42.

[0031] The user processing unit 52 executes a predetermined process for a user (herein referred to as a "target user") who has visited the event venue, if at least one of the target user's behavioral information at the event venue and the target user's online information satisfies a predetermined condition. The target user's behavioral information at the event venue includes the target user's lead data stored in the offline information storage unit 40. The target user's online information includes the target user's online information stored in the online information storage unit 36.

[0032] As a process for the target user, the user processing unit 52 may transmit introduction information and sales promotion information related to products and services in which the target user has shown interest to the target user's user terminal 22. Furthermore, when the behavior detection unit 46 detects that the target user is located near the digital signage 18 at the event venue, the user processing unit 52 may transmit the introduction information and sales promotion information to the digital signage 18 to display it. This helps improve the user experience.

[0033] The operation of the OMO system 10 configured as above will now be described. 4 shows the operation of a user and the operation of the server 20 in the OMO system 10 of the first embodiment. The day before a user visits an event venue where an exhibition is held, the user uses the user terminal 22 to access the exhibition website and register to attend. In this example, in response to the user's operation, the user terminal 22 sends the user's email address and facial image to the server 20 as pre-registration data (S10). As will be described later, the facial image is used to authenticate the user at the event venue.

[0034] The online information accepting unit 44 of the server 20 accepts the pre-registration data transmitted from the user terminal 22 and assigns a digital ID and a face ID to the user. In the first embodiment, the digital ID is set to the user's email address. The online information accepting unit 44 stores online information that associates the user's digital ID, face ID, and face image in the online information storage unit 36 ​​(S11). In addition, a transmitting unit (not shown) of the server 20 transmits a set of the user's face ID and face image to the face authentication device 12 for storage.

[0035] The next day, the user enters the event venue. The user checks in by capturing an image of their face using a facial recognition device 12 installed at the entrance to the event venue (S12). A 3D rider 14 at the event venue detects that the user has entered the event venue and assigns a new TOFID (here, "BBBB") to the user. The 3D rider 14 begins measuring the position of the user (TOFID=BBBB) and sequentially transmits the measured data (including timestamps) to the server 20. A behavior detection unit 46 of the server 20 detects the user's (TOFID=BBBB) path through the event venue based on the measurement data transmitted from the 3D rider 14 and stores the user's path data in the offline information storage unit 40.

[0036] The facial authentication device 12 at the event venue captures an image of the user's face and measures the user's body temperature. The facial authentication device 12 compares the facial image of the attending user captured by the imaging unit with the facial image of a pre-registered user provided in advance by the server 20, and determines that the attending user has been successfully authenticated if the features of both images match. The facial authentication device 12 notifies the server 20 of a set of a timestamp, the face ID of the successfully authenticated user, and the body temperature.

[0037] The face authentication result acquisition unit 48 of the server 20 acquires the authentication results of users at the event venue (in the first embodiment, timestamps, face IDs of attendees who were successfully authenticated, and body temperature data) sent from the face authentication device 12. The face authentication result acquisition unit 48 stores the timestamps, face IDs of attendees who were successfully authenticated, and body temperature data in the offline information storage unit 40.

[0038] The linking unit 50 of the server 20 associates users who have visited the event space with users whose online information is stored based on the user authentication results at the event venue. In the example of FIG. 4, the linking unit 50 associates the face ID of a user who has been successfully authenticated, a digital ID previously associated with the face ID, and a lead ID (TOFID=BBBB) indicating the location of the face authentication device 12 based on timestamps, and stores these associated IDs in the ID mapping table 42 (S13). For example, if the difference between the timestamp value of the authentication result indicating successful authentication and the timestamp value of the lead data indicating the location of the face authentication device 12 is less than a predetermined threshold (e.g., less than 5 seconds), the linking unit 50 may associate the face ID of the authentication result (and the digital ID associated therewith) with the TOFID of the lead data. At this point, the user who visited the event venue is associated with the user whose online information is stored.

[0039] The user who has completed face authentication first stops by exhibition area A (S14). The behavior detection unit 46 of the server 20 stores, in the offline information storage unit 40, conductor data indicating that the user with TOFID=BBBB has stayed in exhibition area A, based on the measurement data of the 3D rider 14 and the floor information (S15). For example, if the position (coordinate values) of the user with TOFID=BBBB indicated by the measurement data of the 3D rider 14 falls within the range of exhibition area A indicated by the floor information, and the user remains within the range of exhibition area A for a predetermined time or more (for example, two minutes or more), the behavior detection unit 46 may determine that the user with TOFID=BBBB has stayed in exhibition area A.

[0040] Next, the user moves to the location of the two-dimensional code reader 16. The user displays the two-dimensional code on the user terminal 22 and holds the two-dimensional code over the two-dimensional code reader 16 to request information on the desired product or service (S16). Based on the measurement data of the 3D rider 14 and the floor information, the behavior detection unit 46 of the server 20 stores in the offline information storage unit 40 lead data indicating that the user with TOFID=BBBB has stayed at the location of the two-dimensional code reader 16 (S17).

[0041] The two-dimensional code displayed on the user terminal 22 may be a two-dimensional code provided by the server 20 at the time of visitor registration in S10, or may be a coded version of the user's digital ID and the subject of the material request. The two-dimensional code reader 16 transmits the user's digital ID indicated by the two-dimensional code and data indicating the subject of the material request to the server 20. The online information receiving unit 44 of the server 20 receives the transmitted data from the two-dimensional code reader 16 and stores data related to the material request (e.g., material request ID=1234) in the online information storage unit 36 ​​in association with the user's digital ID (S18).

[0042] Next, the user shows no interest in exhibition area B and passes it by (S19). The behavior detection unit 46 of the server 20 stores, in the offline information storage unit 40, conductor data indicating that the user with TOFID=BBBB has passed through exhibition area B, based on the measurement data of the 3D rider 14 and the floor information (S20). For example, the behavior detection unit 46 may determine that the user with TOFID=BBBB has passed through exhibition area B if the position (coordinate values) of the user with TOFID=BBBB indicated by the measurement data of the 3D rider 14 remains within the range of exhibition area B indicated by the floor information for less than a predetermined time (e.g., less than two minutes).

[0043] Next, the user accesses the exhibition website using the user terminal 22 and checks the congestion status of the negotiation area (S21). The online information accepting unit 44 of the server 20 associates the information with the user's digital ID and stores the information indicating that the user has checked the congestion status in the online information storage unit 36 ​​(S22).

[0044] Next, the user starts negotiations with a representative of a company participating in the exhibition in the negotiation area (S23). Based on the measurement data of the 3D rider 14 and the floor information, the behavior detection unit 46 of the server 20 stores in the offline information storage unit 40 lead data indicating that the user with TOFID=BBBB has sat down in the negotiation area (S24).

[0045] After the business negotiation is completed, the user leaves the event venue through the exit (S25). The behavior detection unit 46 of the server 20 stores, in the offline information storage unit 40, conductor data indicating that the user with TOFID=BBBB has passed through the exit, based on the measurement data of the 3D rider 14 and the floor information (S26).

[0046] The user processing unit 52 of the server 20 sends an e-mail containing information, advertisements, and materials about products that the user showed interest in at the event venue to the user terminal 22 on the day the user visited the event venue as a dynamic offer based on behavioral measurement (S27). For example, the user processing unit 52 may extract the digital ID associated with the TOFID in the ID mapping table 42 (i.e., the ID of the user who visited the event venue), and send information about the product for which information is requested, which is indicated by online information using the digital ID as a key, to the user terminal 22.

[0047] Furthermore, the user processing unit 52 may transmit promotional data that matches offline behavioral information of a user who visited the event space (i.e., behavioral content in the event space) from among multiple types of promotional data stored in advance to the user terminal 22 of the user based on the online information associated with the user. For example, the user processing unit 52 may refer to the path data of the user identified by TOFID=BBBB and transmit promotional data related to products exhibited in an exhibition area where the user stayed for a predetermined period of time or more to the user terminal 22 of the user using the email address indicated in the online information of the user.

[0048] The user starts the mailer on user terminal 22 and views the product information sent from server 20 (S28). Online information receiving unit 44 of server 20 associates with the user's digital ID and stores in online information storage unit 36 ​​information indicating that the mail has been opened and that the link to product information has been clicked (S29).

[0049] According to the OMO system 10 of the first embodiment, information on the online and offline behavior of users who visit an event venue is associated with information on the online and offline behavior of users based on the results of facial recognition at the event venue. This makes it possible to provide useful information that matches the user's online and / or offline behavior to users who visit the event venue.

[0050] <Second Example> The second embodiment of the present disclosure will be described focusing on the differences from the first embodiment, and a description of the commonalities will be omitted. It goes without saying that the features of the second embodiment can be arbitrarily combined with the features of the first embodiment and the features of the modified examples. Components of the second embodiment that are the same as or correspond to the components of the first embodiment will be described using the same reference numerals as appropriate.

[0051] In the second embodiment, a user visits a store. The OMO system 10 in the second embodiment includes a 3D LIDAR 14, a two-dimensional code reader 16, a digital signage 18, and a temperature measuring device 24 installed in the store, and a server 20 installed in a data center or the like. The server 20 communicates with each device in the store via a communication network including a LAN, a WAN, the Internet, or the like.

[0052] Figure 5 shows an example of a store. A temperature measuring device 24 is installed at the entrance of the store. The temperature measuring device 24 has the function of capturing an image of a person's face and measuring the person's body temperature, but does not have a facial recognition function. The store has shelves A, B, and C, and a checkout area with a cash register.

[0053] The functional blocks included in the server 20 of the second embodiment are similar to the functional blocks included in the server 20 of the first embodiment shown in Fig. 3. However, the server 20 of the second embodiment includes a temperature measurement data acquisition unit (not shown) instead of the face authentication result acquisition unit 48.

[0054] When predetermined data is received from a device installed in a store (two-dimensional code reader 16 in the second embodiment) due to the behavior of a user visiting the store, the linking unit 50 of the server 20 generates online information based on the data. The linking unit 50 associates the generated online information with behavioral information of the user visiting the store (e.g., data on the path taken through the store). The user processing unit 52 of the server 20 transmits, from among multiple types of sales promotion data, sales promotion data that matches the behavior of the user visiting the store (e.g., offline behavior) to the user's terminal based on the online information associated with the user.

[0055] The operation of the OMO system 10 configured as above will now be described. FIG. 6 shows the operation of a user and the operation of the server 20 in the OMO system 10 of the second embodiment. The user enters a store and has the temperature measuring device 24 capture an image of their face (S40). The temperature measuring device 24 captures an image of the user's face, acquires the facial image, and assigns a facial ID. At the same time, the temperature measuring device 24 measures the user's body temperature. The temperature measuring device 24 notifies the server 20 of a set of the user's facial ID, facial image, and body temperature.

[0056] The temperature measurement data acquisition unit of the server 20 acquires the store temperature measurement results (in the second embodiment, the face ID, face image, and body temperature data of the store clerk) sent from the temperature measurement device 24. The temperature measurement data acquisition unit stores the face ID, face image, and body temperature data of the store clerk in the offline information storage unit 40.

[0057] The 3D rider 14 at the store detects that a user has entered the store and assigns a TOFID (here, "BBBB") to the user. The 3D rider 14 begins measuring the position of the user (TOFID=BBBB) and sequentially transmits the measured data to the server 20. The behavior detection unit 46 of the server 20 detects the path of the user (TOFID=BBBB) at the event venue based on the measurement data transmitted from the 3D rider 14, and stores the user path data in the offline information storage unit 40 (S41).

[0058] After having their temperature taken, the user passes in front of shelf A (S42). Based on the measurement data of the 3D rider 14 and the floor information, the behavior detection unit 46 of the server 20 stores in the offline information storage unit 40 lead data indicating that the user with TOFID=BBBB has passed shelf A (S43).

[0059] Next, the user stays in front of shelf B for two minutes and selects a product (S44). The behavior detection unit 46 of the server 20 stores, in the offline information storage unit 40, lead data indicating that the user with TOFID=BBBB stayed at shelf B, based on the measurement data of the 3D rider 14 and the floor information (S45).

[0060] Next, the user moves to the location of the two-dimensional code reader 16. The user displays the two-dimensional code on the user terminal 22 and holds the two-dimensional code over the two-dimensional code reader 16 to register for participation in the campaign (S46). Based on the measurement data of the 3D rider 14 and the floor information, the behavior detection unit 46 of the server 20 stores in the offline information storage unit 40 lead data indicating that the user with TOFID=BBBB stayed at the location of the two-dimensional code reader 16 (S47).

[0061] The two-dimensional code displayed on the user terminal 22 is provided as a benefit from the store's e-commerce site when the user registers the store's e-commerce site as a friend in an instant messaging application (hereinafter referred to as "IMApp") installed on the user terminal 22. This two-dimensional code is an encoded version of the user's email address, IMApp ID (hereinafter referred to as "IMID"), and campaign ID.

[0062] The two-dimensional code reader 16 transmits campaign participation data including the user's email address, IMID, and campaign ID indicated by the two-dimensional code to the server 20. The linking unit 50 of the server 20 accepts the campaign participation data and sets the user's email address as the user's digital ID. The online information accepting unit 44 stores the online information including the user's digital ID, IMID, and campaign ID in the online information storage unit 36 ​​(S48).

[0063] Furthermore, when the linking unit 50 receives campaign participation data from the two-dimensional code reader 16, it refers to the lead data (including timestamps and coordinates) stored in the offline information storage unit 40 to identify the lead that is staying at the position of the two-dimensional code reader 16. The linking unit 50 associates the ID of the lead that is staying at the position of the two-dimensional code reader 16 (here, TOFID=BBBB) with the user's digital ID and stores them in the ID mapping table 42. At this point, the user who visited the store is associated with the user whose online information is stored.

[0064] The user processing unit 52 of the server 20 identifies the user's in-store behavior based on the lead data stored in the online information accepting unit 44. For example, the user processing unit 52 may identify the user's in-store behavior, such as the total time spent in the store, the time spent at each shelf, and the characteristics of the lead shape. If the user's in-store behavior satisfies a predetermined condition, the user processing unit 52 immediately sends a sales promotion message (an instant message in the second embodiment) that matches the user's in-store behavior to the user's user terminal 22 as a real-time offer.

[0065] In the second embodiment, the promotional message is an instant message, and the user processing unit 52 uses the user's IMID stored in the online information storage unit 36 ​​to send the promotional message to the IMApp of the user terminal 22. The IMApp of the user terminal 22 displays the promotional message sent from the server 20 on the display unit.

[0066] Figure 7 shows an example of a promotional message. Message 60 shown in Figure 7A is a promotional message that is provided to users who have stayed in the store for 20 minutes or more. Message 60 introduces an e-commerce site to users who have searched the store for a product they want but cannot find.

[0067] Message 62 shown in Figure 7B is a promotional message that is provided to users on the condition that they stay in front of shelf A (the shelf where ABC Shopping products are displayed) for 30 seconds or more. Message 62 informs users who are interested in ABC Shopping products that it is possible to order products other than those displayed on shelf A.

[0068] Message 64 shown in Figure 7C is a promotional message that is provided to users on the condition that they stay in front of shelf B (a shelf displaying bags and carry cases) for 20 seconds or more. Message 64 encourages users who are debating whether to purchase a bag or carry case at the store to make a purchase by offering a discount coupon.

[0069] In the example of Figure 6, it is assumed that the user stayed in front of shelf B (a shelf on which bags and carry cases are displayed) for 20 seconds or more. User processing unit 52 transmits the promotional message including the discount coupon shown in Figure 7C to user terminal 22 (S49). The user launches IMApp on user terminal 22 to receive the discount coupon (S50). Online information accepting unit 44 of server 20 associates information indicating that the user read the promotional message and obtained the coupon with the user's digital ID and IMID and stores it in online information storage unit 36 ​​(S51).

[0070] The user selects a desired product from shelf B and purchases it using the distributed discount coupon. The user then passes through the checkout area (S52). Based on the measurement data of the 3D rider 14 and the floor information, the behavior detection unit 46 of the server 20 stores in the offline information storage unit 40 lead data indicating that the user with TOFID=BBBB has passed through the checkout area (S53).

[0071] After purchasing the product, the user leaves the store (S54). The behavior detection unit 46 of the server 20 stores, in the offline information storage unit 40, conductor data indicating that the user with TOFID=BBBB passed through the store entrance / exit, based on the measurement data of the 3D rider 14 and the floor information (S55).

[0072] 6, when a user browses an e-commerce site using user terminal 22 inside or outside the store, online information accepting unit 44 of server 20 associates the user's digital ID with the web pages and product information viewed by the user and stores this information in online information storage unit 36. In this way, OMO system 10 also records and accumulates the user's online behavior in real time.

[0073] The user processing unit 52 of the server 20 sends an email to the user terminal 22 of the user, as a dynamic offer based on the behavior measurement, recommending products and e-commerce sites that match the user's online and offline behaviors based on the user's online and offline information (S56). For example, the user processing unit 52 may send an email including information about products viewed by the user on an e-commerce site and / or information about products displayed on shelves in a store where the user stayed for a predetermined period of time or more.

[0074] The user reads the email and accesses the EC site (S57). The online information receiving unit 44 of the server 20 associates the email with the user's digital ID and stores online information indicating that the email was opened and that the link to the EC site was clicked and the EC site was accessed in the online information storage unit 36 ​​(S58, S59).

[0075] According to the OMO system 10 of the second embodiment, information on the online and offline behavior of a user who visits a store is associated with information on the user's behavior in the store to participate in a campaign. This makes it possible to provide the user who visits the store with useful information that matches either or both of the user's online and offline behavior.

[0076] The present disclosure has been described above based on Example 1 and Example 2. The contents described in each example are merely examples, and it will be understood by those skilled in the art that various modifications are possible in the combination of components and processing steps of each example, and that such modifications are also within the scope of the present disclosure.

[0077] In the above embodiment, real-time offers or dynamic offers for users who visit an event venue or a store are transmitted to the user terminal 22. As a variation, when it is determined based on the conductor data that a user is present in front of the digital signage 18, the user processing unit 52 of the server 20 may cause the digital signage 18 to display the content of the offer for the user.

[0078] As another variation, the user processing unit 52 of the server 20 may transmit information instructing how to treat the user to a terminal of a staff member at an event venue or a store based on one or both of the user's online information and offline information. For example, if the purchase amount on an EC site recorded in the user's online information is equal to or exceeds a predetermined amount, the user processing unit 52 may transmit the user's current location recorded in the user's offline information (pathway data) and information instructing the store staff member to provide special treatment to the user to the store staff member's terminal.

[0079] In the above embodiment, the user's behavior (pathway, etc.) in the real space was acquired using a 3D rider 14, but as a variant, the user's behavior (pathway, etc.) in the real space may be acquired using an AI camera or beacon.

[0080] Any combination of the above-described examples and modifications is also useful as an embodiment of the present disclosure. A new embodiment resulting from a combination will have the combined effects of the combined examples and modifications. It will also be understood by those skilled in the art that the functions to be performed by each constituent element described in the claims can be realized by each component shown in the examples and modifications alone or in combination. [Explanation of symbols]

[0081] 10 OMO system, 20 server, 22 user terminal, 36 online information storage unit, 40 offline information storage unit, 42 ID mapping table, 46 behavior detection unit, 50 linking unit, 52 user processing unit.

Claims

1. a storage unit that stores online information related to a user transmitted and received via a communication network, the online information including the user's online ID and face ID; a behavior detection unit that detects behavior of a user who has visited a predetermined real space based on data output from a sensor installed in the real space, and records behavior information of the user who has visited the real space, including an offline ID of the user; a face authentication device installed in the real space and configured to capture an image of a user who visits the real space; a linking unit that links the offline ID of a user present at the location of the face authentication device with an online ID corresponding to the face ID included in the data indicating that the face authentication was successful for the user who visited the real space, based on the data including the face ID of the user; and a user processing unit that executes a predetermined process for a user who has visited the real space when at least one of the user's behavior information and online information satisfies a predetermined condition; An information processing system comprising:

2. A behavior detection unit that detects the behavior of a user who visits a predetermined real space based on data output from a sensor installed in the real space and records behavior information of the user who visits the real space, including the offline ID of the user; a linking unit that, when predetermined data based on an operation of a user who has visited the real space is received from a predetermined device installed in the real space, records online information related to the user that has been transmitted and received via a communication network based on the data, the online information including the online ID of the user, and associates the offline ID of a user present at the location of the predetermined device with the online ID, thereby associating the user who has visited the real space with the user whose online information is stored; a user processing unit that executes a predetermined process for a user who has visited the real space when at least one of the user's behavior information and online information satisfies a predetermined condition; An information processing system comprising:

3. the user processing unit transmits, to the user's terminal, sales promotion data that matches the user's behavior in the real space from among the multiple types of sales promotion data, based on online information associated with the user; 3. The information processing system according to claim 1.

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