Store control program and store system

Abstract

To provide a store control program and a store system which differentiate from other companies' stores for aiming at increase in the number of users.SOLUTION: At stores such as convenience stores, service by a service character displayed on a display unit is performed, with respect to a user for which user information is registered. The user can designate a desired character as the service character from among a plurality of characters. For example, when the user enters the store, the display unit is automatically switched to display the service character designated by this user.SELECTED DRAWING: Figure 10

Description

[Technical Field]

[0001] The present invention relates to a store control program and a store system. [Background technology]

[0002] In recent years, unmanned stores that have introduced unmanned store systems have been attracting attention in the field of retail stores such as convenience stores (see, for example, Non-Patent Document 1). Since unmanned stores do not have store clerks, customers go to a payment terminal device and make payments by checking the monitor that displays the product name and price.

[0003] Furthermore, even among staffed stores, there are self-checkout stores where customers can make payments themselves. [Prior art documents] [Non-patent literature]

[0004] [Non-Patent Document 1] "Unmanned convenience stores are becoming mainstream... Japan's FamilyMart to open 1,000 unmanned stores = Korean media reports", [online], WoW!Korea, [Retrieved November 30, 2021], Internet<URL:https: / / news.yahoo.co.jp / articles / db5f5a115cb1d8320b9b2e81f175c9aa4f68ed50> DISCLOSURE OF THE INVENTION [Problem to be solved by the invention]

[0005] In unmanned stores such as those mentioned above, basically there are no people other than the customers inside the store, and all stores have the same format. Therefore, the challenge is to differentiate from other stores in order to increase the number of customers.

[0006] It is an object of at least one embodiment of the present invention to address the deficiencies in the related art. [Means for solving the problem]

[0007] In a non-limiting aspect, a store control program according to one embodiment of the present invention causes a computer device that serves customers in a store, whose user information is registered in a storage unit, to implement an acquisition function that acquires designated information included in the customer's user information based on information for identifying the customer acquired from the customer, and a customer service function that controls the behavior of a customer service character displayed on a display unit located in the store. The customer service function realizes a function that controls the behavior of a customer service character based on the customer's designated information, from among multiple customer service characters registered in the storage unit.

[0008] In a non-limiting aspect, a store control program according to one embodiment of the present invention is a customer service control program that causes a server device connected via a communication network to a terminal device having a display and located in a store to serve users whose user information is registered in a storage unit, and causes the server device to implement an acquisition function that acquires designated information included in the user's user information based on information for identifying the user acquired from the user, and a customer service function that controls the behavior of a customer service character displayed on the display unit. The customer service function realizes a function that controls the behavior of a customer service character based on the user's designated information, from among multiple customer service characters registered in the storage unit.

[0009] In a non-limiting aspect, a store system according to one embodiment of the present invention includes a terminal device having a display unit and located in a store, and a server device connected to the terminal device via a communication network, and provides customer service in the store to users whose user information is registered in a storage unit, and includes: an acquisition unit that acquires designated information included in the user information of the user based on information for identifying the user acquired from the user; and a customer service unit that controls the behavior of a customer service character displayed on the display unit. The customer service unit controls the behavior of the customer service character based on the user's designated information, from among multiple customer service characters registered in the storage unit. [Effects of the Invention]

[0010] Each embodiment of the present application addresses one or more of the deficiencies. [Brief explanation of the drawings]

[0011] [Figure 1] 1 is a block diagram illustrating an example of a configuration of a store system according to at least one embodiment of the present invention. [Figure 2] FIG. 2 is a functional block diagram showing a configuration of a server device according to at least one embodiment of the present invention. [Figure 3] 10 is a flowchart illustrating an example of a customer service process according to at least one of the embodiments of the present invention. [Figure 4] 1 is a block diagram illustrating an example of a configuration of a store system according to at least one embodiment of the present invention. [Figure 5] 10 is a flowchart illustrating an example of the operation of a customer service terminal device when the customer service terminal device according to at least one of the embodiments of the present invention executes customer service processing. [Figure 6] FIG. 2 is a functional block diagram showing a configuration of a server device according to at least one embodiment of the present invention. [Figure 7] 10 is a flowchart illustrating an example of a customer service process according to at least one of the embodiments of the present invention. [Figure 8] 1 is a block diagram illustrating an example of a configuration of a store system according to at least one embodiment of the present invention. [Figure 9] FIG. 1 is a plan view showing an example of a store configuration corresponding to at least one of the embodiments of the present invention. [Figure 10] 1 is a front view of a customer service terminal device according to at least one embodiment of the present invention; [Figure 11] FIG. 10 is a diagram showing an example of user information according to at least one of the embodiments of the present invention. [Figure 12] FIG. 2 is a functional block diagram showing a configuration of a server device according to at least one embodiment of the present invention. [Figure 13] 1 is a functional block diagram showing a configuration of a customer service terminal device corresponding to at least one of the embodiments of the present invention. [Figure 14] FIG. 2 is a functional block diagram showing a configuration of a user terminal device according to at least one of the embodiments of the present invention. [Figure 15] 10 is a flowchart illustrating an example of a customer service process according to at least one of the embodiments of the present invention. DETAILED DESCRIPTION OF THE INVENTION

[0012] Hereinafter, examples of embodiments of the present invention will be described with reference to the drawings. Note that the various components in the examples of the embodiments described below can be combined as appropriate to the extent that no inconsistencies or the like arise. Furthermore, the content described as an example of one embodiment may be omitted in other embodiments. Furthermore, the content of operations and processes unrelated to the characteristic parts of each embodiment may be omitted. Furthermore, the order of the various processes constituting the various flows described below may be in any order to the extent that no inconsistencies or the like arise in the processing content.

[0013] [First embodiment] Fig. 1 is a block diagram showing an example of the configuration of a store system 100 according to one embodiment of the present invention. As shown in Fig. 1, the store system 100 includes a server device 10 and multiple store terminal devices 20, 201 to 20N (N is any integer). The server device 10 and the multiple terminal devices 20, 201 to 20N are each connected to a communications network 15 such as the Internet. However, the configuration of the store system 100 is not limited to this, and may include multiple server devices or no server device, for example.

[0014] The store system 100 has various functions for serving customers in the store to users whose user information is registered.

[0015] User information is information about store users, and includes user identification information (user ID), name, and other information (see FIG. 11). User information includes, for example, store membership information. Some of the user information is also used for store entry authentication. The user information of each user is pre-registered (stored) in the memory unit of the server device 10. In other words, a user whose user information is registered means a user whose user information is stored in the memory unit of the store system 100. Hereinafter, a user whose user information is registered may be referred to as a registered user.

[0016] The user information is registered, for example, by the user performing a registration operation on a user terminal device (not shown) such as a smartphone.

[0017] The store system 100 is applied to, for example, an unmanned retail store such as a convenience store where no store clerk is on-site. The terminal devices 20, 201 to 20N are located in the store. For example, one terminal device is located per store. In the store system 100, for example, customers are served via the terminal devices 20, 201 to 20N. Specifically, a customer service character is displayed on the display unit of each of the multiple terminal devices 20, 201 to 20N to serve customers. The customer service character is a character that represents the store clerk. Serving customers means assisting customers who visit the store (customers) by handling payments for product purchases, etc.

[0018] The customer service character may be, for example, an AI (artificial intelligence) character. The customer service character may converse with the user regarding, for example, payment for a product purchase. The image of the customer service character displayed on the display unit also changes in accordance with the character's actions.

[0019] For example, the customer service character may say to the user, "Welcome," "Thank you for depositing XX yen," "We will return XX yen to you," etc. In other words, the customer service character displays (outputs) information about the payment for the purchase of the product along with the image of the customer service character on the display unit. The content of the customer service character's speech is also output as audio.

[0020] Furthermore, if the user information includes history information such as the user's store visit history, the history information may be reflected in the conversation. For example, for a user who visits the store frequently based on the store visit history, the customer service character may say, "Thank you for always coming."

[0021] A plurality of customer service characters are registered in the store system 100. A user can have one of the customer service characters designated by the user displayed on the display unit to serve the user. Specifically, the customer service character identified from the designated information included in the user information of the user is displayed as the one customer service character designated by the user.

[0022] The specified information is, for example, the identification information of the one customer service character. For example, when registering user information, the identification information of the one customer service character selected (designated) by the user is registered as the specified information.

[0023] The serving character designated by the user is automatically displayed on the display unit of the terminal device of the store the user visited, among the terminal devices 20, 201-20N. Specifically, when information for identifying the user is acquired from the user at the store the user visited, the serving character designated by the user begins to be displayed. The information for identifying the user is, for example, a user ID.

[0024] Furthermore, for example, the user ID displayed on the user terminal device of the user may be read by a reading unit included in the terminal device 20, 201-20N. This allows information for identifying the user to be acquired from the user. For example, the user ID of a certain user may be read by the terminal device 20 of a store visited by the certain user, and user information corresponding to the read user ID may be acquired from the storage unit of the server device 10. Then, a customer service character identified by the designation information included in the acquired user information is displayed on the display unit of the terminal device 20. That is, the customer service character designated by the certain user is automatically displayed on the display unit of the terminal device 20 of the store visited by the certain user.

[0025] Therefore, each user can be served by the serving character designated by the user when visiting any store where the terminal devices 20, 201 to 20N are installed. Hereinafter, the serving character designated by the user may be referred to as the designated character.

[0026] The server device 10 is managed by an administrator of the store system and has various functions for providing information related to customer service to the terminal devices 20, 201-20N. The server device 10 provides, for example, information (image information) related to a customer service character designated by the user. In this embodiment, the server device 10 is configured as an information processing device such as a WWW server to provide information related to customer service, and includes one or more storage media (storage units) for storing various information. The server device 10 also includes a control unit configured from a CPU or the like. Note that the above configuration is a general configuration, and therefore a detailed description will be omitted. The storage unit may be configured as a built-in configuration of the server device 10, or may be configured as a storage device such as a database device separate from the server device 10.

[0027] 2 is a functional block diagram showing the configuration of server device 10A, which is an example of the configuration of server device 10. Server device 10A includes at least an acquisition unit 11 and a customer service unit 12, with the control unit executing software (store control program) for serving registered users in a store. The store control program also includes control data used in the customer service process.

[0028] The acquisition unit (acquisition function) 11 acquires specified information included in the user information of the user based on information for identifying the user. The information for identifying the user is, for example, the user's identification information (user ID) described above. The information for identifying the user is acquired from the user himself / herself. As in the example described above, the reading unit of each of the terminal devices 20, 201 to 20N may be configured to read (acquire) the user ID displayed on the user terminal device of the user. The acquisition unit 11 may use the user ID acquired by the reading unit of the terminal devices 20, 201 to 20N.

[0029] The customer service unit (customer service function) 12 controls the conversation and other actions of the customer service characters displayed on the display unit installed in the store. However, the customer service unit 12 controls the actions of the customer service characters based on the user's designated information from among multiple customer service characters registered in the memory unit. In other words, the customer service unit 12 controls the actions of the character designated by the user. Then, the character designated by the user is displayed on the display unit of the terminal device of the store that the user is visiting.

[0030] The customer service character is, for example, a virtual object (3D character) created using three-dimensional computer graphics technology. The multiple registered customer service characters mean that various data, such as model data, motion data, and voice data, that enable the customer service actions to be performed are stored in the storage unit.

[0031] The customer service unit 12 may determine the speech content of the customer service character by using, for example, a learning model that has undergone machine learning using conversation data as training data. At least the voice data of the user's speech is input to the learning model, and the speech content of the customer service character is output.

[0032] Next, the terminal devices 20, 201 to 20N will be described. The terminal devices 20, 201 to 20N are configured by terminal devices having a display unit and capable of displaying a customer service character on this display unit. The terminal devices 20, 201 to 20N are, for example, personal computers having a display unit.

[0033] Each of the terminal devices 20, 201 to 20N includes an operation device (operation unit), a storage medium (storage unit), a control unit configured with a CPU and the like, a display unit, an audio output unit, a reading unit, a communication control unit, and the like. Note that the above configuration is a general configuration, and therefore detailed description will be omitted. The storage unit of the terminal devices 20, 201 to 20N also stores software for communicating with the server device 10 and serving customers. The terminal devices 20, 201 to 20N, for example, receive image information and the like from the server device 10 and generate an image of a serving character to be displayed on the display unit.

[0034] Next, as an example of the configuration of the store system 100, the operation of a store system 100A including a server device 10A and multiple terminal devices 20, 201 to 20N will be described.

[0035] FIG. 3 is a flowchart showing an example of customer service processing executed by the store system 100A. In the customer service processing in this embodiment, processing is executed to control the actions of the customer service character to serve the user. Note that FIG. 3 mainly describes the processing to identify the customer service character (designated character) designated by the user, and other processing may be partially omitted. Below, an example will be described in which the server device 10A and the terminal device 20 execute customer service processing for the user P.

[0036] The customer service process in this embodiment is executed, for example, when the server device 10A receives information for identifying a user (for example, a user ID) as described above. In this embodiment, the customer service process is executed when the server device 10A receives the user ID of the user P transmitted from the terminal device 20.

[0037] In the customer service process, the terminal device 20 periodically transmits, for example, voice data of the user P's speech to the server device 10A.

[0038] First, the server device 10A executes an acquisition process (step S10). In the acquisition process, the specified information included in the user information of the user P is acquired. For example, the server device 10A acquires the specified information from the user information stored in the storage unit, which corresponds to the user ID of the user P. The server device 10A may identify the user information of the user P using the user ID transmitted from the terminal device 20.

[0039] In the acquisition process, if there is no user information corresponding to the acquired user ID, the server device 10A may determine, for example, that the user of the acquired user ID is an unregistered user.

[0040] Next, the server device 10A executes an action process (step S11). In the action process, the action of the customer service character designated by the user P is controlled to serve the user P. Specifically, the server device 10A acquires model data of the customer service character based on the designated information acquired in the process of step S10, and controls the action of the customer service character based on the voice data of the user P's utterance. In one action process, for example, a process for generating one frame of image and voice is performed.

[0041] Furthermore, although not shown, the server device 10A generates image information (including audio information) for generating images of designated characters and the like that have progressed through various processes including the above-mentioned processes. Thereafter, the server device 10A transmits the image information and the like to the terminal device 20. The destination terminal device 20 is identified by the IP address of the terminal device 20 and the like received together with the user ID.

[0042] If the user is an unregistered user, for example, the above-described operation process is not executed, i.e., the service character does not serve the unregistered user.

[0043] Next, the server device 10A determines whether the customer service has ended (step S12). For example, the server device 10A may determine that the customer service has ended when the user's payment has been completed. If the customer service has not ended (step S12: NO), the server device 10A returns to the processing of step S11. That is, the customer service by the customer service character designated by the user continues. On the other hand, if the customer service has ended (step S12: YES), the server device 10A ends the customer service process.

[0044] Meanwhile, the terminal device 20 outputs an image based on the received image information, etc. (Step S40) until the end of the customer service (Step S41: YES). That is, an image including the designated character, etc. of the user P is displayed on the display unit. In addition, the conversation of the designated character of the user P is also output as audio.

[0045] 3 has been described with respect to terminal device 20 and user P, the same process is performed for other terminal devices 201-20N and other users. The same process is also performed when multiple users use the same store or when multiple users use different stores.

[0046] As described above, in one aspect of the first embodiment, the server device 10A is configured to include at least the acquisition unit 11 and the customer service unit 12, so that a character designated by the user will serve customers. Therefore, in unmanned stores where no store staff serves customers, it is possible to differentiate the store from other stores in order to increase the number of customers.

[0047] Furthermore, for example, by periodically or irregularly changing the display mode of the customer service character, such as their costume or hairstyle, it is possible to further increase customers' motivation to visit the store. For example, during an event such as Christmas, the customer service character may be dressed in a Santa Claus costume. Furthermore, when advertising a movie, the customer service character may be dressed in the costume of the main character of the movie during the advertising period.

[0048] In the first embodiment described above, the server device 10A executes a store control program to control the actions of the customer service character, but this is not limited to this. For example, as shown in Fig. 4, a store system may be configured to include multiple terminal devices 50, 501 to 50N, and each of the terminal devices 50, 501 to 50N may include at least an acquisition unit 11 and a customer service unit 12 instead of the server device 10A.

[0049] The terminal devices 50, 501 to 50N are, for example, personal computers having a display unit, similar to the above-described terminal devices 20, 201 to 20N, and each of the terminal devices 50, 501 to 50N arranged in a store includes an operation device (operation unit), a storage medium (storage unit), a control unit configured with a CPU etc., a display unit, a voice output unit, a reading unit, a communication control unit, etc. Note that the above-described configuration is a general configuration, so detailed description will be omitted.

[0050] The storage unit of the terminal devices 50, 501 to 50N stores software (store control program) for serving customers in the store. That is, the terminal devices 50, 501 to 50N serve customers by controlling the actions of the serving characters.

[0051] The storage units of the terminal devices 50, 501 to 50N store the same information as the user information of each user managed by the data registration server device 40. The data registration server device 40 is connected to the terminal devices 50, 501 to 50N via a communication network, for example, and registers and updates the user information in its own storage unit. Furthermore, every time the data registration server device 40 updates the user information in its own storage unit, it transmits the update information to the terminal devices 50, 501 to 50N.

[0052] Fig. 5 is a flowchart showing an example of the operation of the terminal device 50 when the terminal device 50 executes the customer service process shown in Fig. 3. For example, the terminal device 50 executes the customer service process when it acquires information for identifying a user (for example, a user ID) from the user.

[0053] First, the terminal device 50 executes an acquisition process (step S50). In the acquisition process, the specified information included in the user information of the user P is acquired. For example, the terminal device 50 acquires the specified information from the user information stored in the storage unit, which corresponds to the acquired user ID of the user P.

[0054] Next, the terminal device 50 executes an action process (step S51). In the action process, the action of a customer service character (designated character) designated by the user P is controlled to serve the user P. Specifically, the terminal device 50 acquires model data of the customer service character based on the designation information acquired in the process of step S50, and controls the action of the customer service character based on audio data of the user P's utterance. In one action process, for example, a process for generating one frame's worth of image and audio is performed.

[0055] Furthermore, although not shown, the terminal device 50 generates image information (including audio information) for generating images of designated characters and the like that have progressed through each process including the above-mentioned process, and displays the image information on the display unit.

[0056] Next, the terminal device 50 determines whether or not the customer service has ended (step S52). For example, the terminal device 50 may determine that the customer service has ended when the user's payment has been completed. If the customer service has not ended (step S52: NO), the terminal device 50 returns to the processing of step S51. On the other hand, if the customer service has ended (step S52: YES), the terminal device 50 ends the customer service processing.

[0057] 5 has been described with respect to terminal device 50 and user P, the same processing is performed for other terminal devices 501-50N and other users. The same processing is also performed when multiple users use the same store or when multiple users use different stores.

[0058] Furthermore, the data registration server device 40 may not be necessary. In this case, a shared storage unit may be provided, and each of the terminal devices 50, 501 to 50N may refer to the user information in the shared storage unit, for example. Furthermore, although the example shown in FIG. 4 describes a plurality of terminal devices 50, 501 to 50N, the embodiment of the present invention may also be applied to a single terminal device. In the case of a single terminal device, the single terminal device may accept registration of user information from a user via a user terminal device, and store the user information in a storage unit of the single terminal device.

[0059] The user information in the above-described embodiment may be configured to accept changes to the designated information etc. after registration.

[0060] In the above-described embodiment, information for identifying a user, such as a user ID, is acquired from the user, but any acquisition method may be applied.

[0061] As in the above example, the reader of the store's terminal device may be configured to read the user ID displayed on the user terminal device of the customer. In this case, the user ID may be displayed as a QR code on the user terminal device, and the reader may use a camera as a QR code reader to photograph the QR code, thereby reading the user ID.

[0062] For example, a facial image of the user may be acquired as information for identifying the user. In this case, the reader of the store's terminal device may use a camera to capture the user's face. Furthermore, facial information for verification may be included in the user information in advance.

[0063] In the above-described embodiment, one customer service character is displayed on the display unit to serve the user, but this is not a limitation. Multiple customer service characters may be displayed on the display unit. In this case, the user may be able to specify multiple customer service characters. A display schedule for the customer service characters may also be registered. For example, the identification information (specification information) of the customer service character may be associated with a display period and included in the user information. For example, a certain customer service character may be displayed from the 1st to the 15th of each month. Another customer service character may be displayed from the 16th to the 30th (31st) of each month.

[0064] In the above-described embodiment, if the user does not specify a service character, for example, a specific service character may be displayed, or no service character may be displayed.

[0065] In the above-described embodiment, the store system is applied to an unmanned store, but the present invention is not limited to this. The store system may also be applied to a manned store. For example, in a store, a customer service character may be used to only handle inquiries about product locations, etc., while a real store clerk may handle payment for product purchases.

[0066] [Second embodiment] In this embodiment, a store system 100B will be described as an example of the store system 100. The store system 100B includes a server device 10B and multiple terminal devices 20, 201-20N. FIG. 6 is a block diagram showing the configuration of the server device 10B as an example of the server device 10. In this embodiment, the server device 10B includes at least an acquisition unit 11, a customer service unit 12B, an authentication unit 13B, and a regulation control unit 14B.

[0067] In this embodiment, a restriction device (restriction unit) (not shown) is placed near the entrance of each store, and only users whose user information has been registered through authentication are permitted to enter the store.

[0068] A restricting device restricts a user from entering a store. For example, an entrance gate corresponds to the restricting device. The entrance gate is opened when the authentication result indicates that the user is allowed to enter the store. The opened entrance gate is then closed after the authorized user has entered the store. To enter the store, the user simply has a reading device (not shown) located near the entrance gate read information for identifying the user (e.g., a user ID). Specifically, the user has the reading device read the QR code of the user ID displayed on the display unit of the user's user terminal device. The reading device transmits the read information to server device 10B, which is communicably connected. Server device 10B then performs authentication processing.

[0069] Therefore, in the example of this embodiment, customers who are permitted to enter the store are served by a customer service character.

[0070] The acquiring unit 11 acquires the specified information included in the user information of the user based on the information for identifying the user. The information for identifying the user is, for example, the above-mentioned user's identification information (user ID). The information for identifying the user is acquired from the user himself / herself. As in the above-mentioned example, the reading unit of each of the terminal devices 20, 201 to 20N may be configured to read (acquire) the user ID displayed on the user terminal device of the user. The acquiring unit 11 may use the user ID acquired by the reading unit of the terminal devices 20, 201 to 20N.

[0071] The acquisition unit 11 may use, for example, a user ID read by a reader placed near the entrance gate, as described above.

[0072] The customer service unit 12B controls the conversation and other actions of the customer service characters displayed on a display unit arranged in the store. However, the customer service unit 12B controls the actions of the customer service characters based on the user's designated information from among multiple customer service characters registered in the storage unit. In this embodiment, the customer service unit 12B controls the actions of the designated character of a user who has been permitted to enter the store. Then, the designated character of this user is displayed on the display unit of the terminal device of the store where this user is located.

[0073] The customer service unit 12B may determine the speech content of the customer service character by using, for example, a learning model that has undergone machine learning using conversation data as training data. At least the voice data of the user's speech is input to the learning model, and the speech content of the customer service character is output.

[0074] The authentication unit (authentication function) 13B authenticates whether or not the user is a registered user. Specifically, information for identifying the user is compared with authentication information included in the user information stored in the storage unit. The information for identifying the user is, for example, a user ID. The authentication information included in the user information is, for example, the user ID.

[0075] The authentication unit 13B acquires a user ID, which is information for identifying the user, from a reading device located near the entrance gate. For example, as described above, the user has a QR code of the user ID displayed on the display unit of the user's user terminal device read by a reading device located near the entrance gate. The reading device transmits the read user ID along with an authentication request to the server device 10B. The authentication unit 13B determines whether authentication information (user ID) matching the received user ID exists in the storage unit (user information). If authentication information (user ID) matching the acquired user ID exists, the authentication unit 13B authenticates that the user standing in front of the entrance gate is a registered user. The authentication unit 13B then determines that the user is allowed to enter the store. On the other hand, if the authentication unit 13B determines that the user is not a registered user, the authentication result is that the user is not allowed to enter the store.

[0076] The restriction control unit (restriction control function) 14B controls the operation of a restriction device (e.g., an entrance gate) located near the entrance of the store, and restricts the user from entering the store according to the authentication result. Specifically, when the authentication unit 13B authenticates that the user is allowed to enter the store, the restriction control unit 14B sends an instruction to the restriction device to release the restriction. Upon receiving the instruction to release the restriction, the restriction device releases the restriction. In other words, the entrance gate is opened.

[0077] Next, the operation of the store system 100B will be described.

[0078] FIG. 7 is a flowchart showing an example of customer service processing executed by the store system 100B. In the customer service processing in this embodiment, processing is executed to control the actions of a customer service character to serve a user. Note that FIG. 7 mainly describes the processing to identify the customer service character (designated character) designated by the user, and other processing may be partially omitted. Below, an example will be described in which the server device 10B and the terminal device 20 execute customer service processing for a user P. Note that the flowchart showing the operation of the system in which the terminal device executes the customer service processing, as exemplified in FIG. 5, will be omitted to avoid redundant explanation.

[0079] The customer service process in this embodiment is executed, for example, when the server device 10B receives information for identifying a user (for example, a user ID) as described above. In this embodiment, this corresponds to the case where the server device 10B receives the user ID together with an authentication request from the reading device.

[0080] In the customer service process, the terminal device 20 periodically transmits, for example, voice data of the user P's speech to the server device 10B. Also, for example, when the reading unit of the terminal device 20 reads the user ID displayed on the user terminal device of the user, the terminal device 20 transmits the read user ID to the server device 10B.

[0081] First, the server device 10B executes an authentication process (step S1-B). In the authentication process, as described above, it is authenticated whether or not the user attempting to enter the store is a registered user (store entry authentication). The server device 13B determines whether or not authentication information (user ID) matching the user ID received from the reading device exists in the user information in the storage unit.

[0082] Next, the server device 10B determines whether the authentication result indicates that the customer is permitted to enter the store (step S2-B). If the customer is not permitted to enter the store (step S2-B: NO), the server device 10B ends the customer service process. In this case, the entrance gate is not opened and remains closed.

[0083] On the other hand, if entry is permitted (step S2-B: YES), the server device 10B executes a release process (step S3-B). In the release process, the restriction by the restriction device (e.g., the entrance gate) is released as described above. Specifically, the server device 10B transmits an instruction to release the restriction to the restriction device. In addition, in the release process, the user ID of the user who has been permitted to enter the store is stored.

[0084] Next, the server device 10B executes an acquisition process (step S10-B). In the acquisition process, the designation information included in the user information of the user P is acquired. The server device 10B acquires, for example, the designation information of the user information corresponding to the acquired user ID from the user information stored in the storage unit. The server device 10B may identify the user information of the user P using the user ID transmitted from the terminal device 20.

[0085] In addition, in the above-mentioned acquisition process, if the acquired user ID does not match the user ID of a user who is permitted to enter the store, the server device 10B may, for example, determine that the user with the acquired user ID is a user who is not permitted to enter the store.

[0086] Next, the server device 10B executes an action process (step S11-B). In the action process, the action of a serving character (designated character) designated by the user P is controlled to serve the user P. Specifically, the server device 10B acquires model data of the serving character (designated character) based on the designation information acquired in the process of step S10-B, and controls the action of the designated character. In one action process, for example, a process for generating one frame of image and sound is performed.

[0087] Furthermore, although not shown, the server device 10B generates image information (including audio information) for generating images of designated characters and the like that have progressed through various processes including the above-mentioned processes. Thereafter, the server device 10B transmits the image information and the like to the terminal device 20. The destination terminal device 20 is identified by the IP address of the terminal device 20 and the like received together with the user ID.

[0088] In addition, if the user is not permitted to enter the store, for example, the above operation process is not executed. In other words, in the case of a registered user who is not permitted to enter the store and an unregistered user, the customer service character will not serve the user.

[0089] Next, the server device 10B determines whether the customer service has ended (step S12-B). For example, the server device 10B may determine that the customer service has ended when the user P's payment has been completed. If the customer service has not ended (step S12-B: NO), the server device 10B returns to the processing of step S11-B. That is, the customer service action of the customer service character of user P continues. On the other hand, if the customer service has ended (step S12-B: YES), the server device 10B ends the customer service process.

[0090] Meanwhile, the terminal device 20 outputs an image based on the received image information, etc. (Step S40) until the end of the customer service (Step S41: YES). That is, an image including the character, etc., designated by the user is displayed on the display unit. The conversation of the customer service character is also output as audio.

[0091] 7 has been described with respect to terminal device 20 and user P, the same process is performed for other terminal devices 201-20N and other users. The same process is also performed when multiple users use the same store or when multiple users use different stores.

[0092] As described above, in one aspect of the second embodiment, the server device 10B is configured to include at least the acquisition unit 11, the customer service unit 12B, the authentication unit 13B, and the regulation control unit 14B, so that a character designated by the user will serve customers. Therefore, in unmanned stores where no store staff serves customers, it is possible to differentiate the store from other stores in order to increase the number of customers.

[0093] Furthermore, for example, by periodically or irregularly changing the display mode of the customer service character, such as their costume or hairstyle, it is possible to further increase customers' motivation to visit the store. For example, during an event such as Christmas, the customer service character may be dressed in a Santa Claus costume. Furthermore, when advertising a movie, the customer service character may be dressed in the costume of the main character of the movie during the advertising period.

[0094] In the above-described embodiment, the behavior of the serving character may be controlled by displaying the serving character from the moment the customer is permitted to enter the store. In this case, the user ID received together with the authentication request may be used to acquire the designation information of the corresponding user information.

[0095] The authentication (entry authentication) in the above-described embodiment is not limited to a user ID, and any information for identifying a user may be used. For example, a reader placed near the entrance gate may use a camera to photograph the user's face and acquire the user's facial image as information for identifying the user. In this case, facial information for authentication (verification) may be included in the user information in advance as authentication information.

[0096] The user information in the above-described embodiment may be configured to accept changes to the designated information etc. after registration.

[0097] In the above-described embodiment, information for identifying a user, such as a user ID, is acquired from the user, but any acquisition method may be used. For example, biometric information (human physical characteristics) such as the user's face may be acquired as information for identifying the user. In this case, a reader in a store terminal device may use a camera to capture an image of the user's face. Furthermore, facial information for verification may be included in the user information in advance.

[0098] In the above-described embodiment, one customer service character is displayed on the display unit to serve the user, but this is not a limitation. Multiple customer service characters may be displayed on the display unit. In this case, the user may be able to specify multiple customer service characters. A display schedule for the customer service characters may also be registered. For example, the identification information (specification information) of the customer service character may be associated with a display period and included in the user information. For example, a certain customer service character may be displayed from the 1st to the 15th of each month. Another customer service character may be displayed from the 16th to the 30th (31st) of each month.

[0099] In the above-described embodiment, if the user does not specify a service character, for example, a specific service character may be displayed, or no service character may be displayed.

[0100] In the above-described embodiment, the store system is applied to an unmanned store, but the present invention is not limited to this. The store system may also be applied to a manned store. For example, in a store, a customer service character may be used to only handle inquiries about product locations, etc., while a real store clerk may handle payment for product purchases.

[0101] [Third embodiment] 8 is a block diagram showing the configuration of a store system 100C, which is an example of the configuration of the store system 100. The store system 100C is applied to unmanned stores 70, 701C to 70NC (N is any integer) that are retail stores such as convenience stores and have no staff on-site.

[0102] The store system 100C includes a server device 10C, store terminal devices 20C, 201C to 205CN, first reading devices 60C, 601C to 60NC, entrance gates 65C, 651C to 65NC, second reading devices 61C, 611C to 61NC, exit gates 67C, 671C to 67NC, and user terminal devices 80C, 801C to 80NC (N is an arbitrary integer). Each device, including the server device 10C, is connected to a communication network 15 such as the Internet.

[0103] In the store system 100C, a customer service character is displayed on the display unit of each of the terminal devices 20, 201 to 20N in each of the stores 70C to 70NC, and the customer is served by the customer service character. The customer service character is a character that represents the store clerk.

[0104] In this embodiment, multiple types of customer service characters are registered, and the user can be served by one customer service character designated by the user. Information (designated information) identifying the customer service character designated by the user is registered in the user information of the user. Hereinafter, the one customer service character designated by the user may be referred to as the designated character.

[0105] The one serving character designated by the user is automatically displayed on the display unit of the terminal device of the store the user visited, among terminal devices 20C, 201C to 20NC. That is, each user can be served by the serving character designated by the user, no matter which store 70C to 70NC where terminal devices 20C, 201C to 20NC are located.

[0106] Stores 70C to 70NC can only be used by users whose user information is registered. User information is information about users of stores 70C, 701C to 70NC, and includes information such as the user's identification information (user ID), name, and designated information (see FIG. 11). User information includes, for example, store membership information. Some of the user information is also used for store entry authentication (details will be described later). The user information can be executed using each user's user terminal device 80C, 801C to 80NC.

[0107] The user terminal devices 80C, 801C to 80NC are portable terminal devices such as smartphones. A user can run an application program on his or her user terminal device and register user information on a registration screen (not shown). Specifically, the user inputs the user's name and age and designates a service character on the registration screen. The designation operation is an operation for designating one service character to be served by the user. The designation operation corresponds to, for example, an operation for selecting one service character from multiple types of service characters displayed on the registration screen. After various operations, the user performs a registration execution operation, and the user information is registered in the server device 10C.

[0108] After registration, the user can run an application program on their user terminal device to display a QR code indicating their user ID on the display unit of the user terminal device. The user ID is user identification information. The user ID is also included in the above-mentioned user information and is used for authentication when entering and leaving stores 70, 701C to 70NC.

[0109] 9 is a plan view showing an example of the configuration of a store 70C. The store 70C is equipped with a first reading device 60C, an entrance gate 65C, a terminal device 20C, a second reading device 61C, an exit gate 67C, and the like.

[0110] For example, user P enters the store through entrance gate 65C. User P then selects a product to purchase from the products displayed on the shelves and moves to terminal device 20C. User P then pays for the product on terminal device 20C and exits through exit gate 67C.

[0111] The first reading device 60C is a QR code reader equipped with a camera and the like, and is placed outside the store 70C near the entrance gate 65C. The first reading device 40C reads the QR code displayed on the display of the user terminal device 80C, 801C to 80NC of the user. The QR code contains information about the user ID. The first reading device 60C transmits an authentication request to the server device 10C together with the user ID acquired from the read QR code.

[0112] The entrance gate 65C is equipped with an opening / closing bar 66C and is located near the entrance of the store 70C. The entrance gate 65C is a restricting device (restricting unit) that opens the opening / closing bar 66C in accordance with an opening instruction received from the server device 10C. If the authentication result indicates that entry is permitted, the server device 10C sends an opening instruction to the entrance gate 65C. The entrance gate 65C opens and closes the opening / closing bar 66C after a predetermined time has elapsed. Note that if the authentication result indicates that entry is not permitted, the server device 10C does not issue an instruction to the entrance gate 65C. As a result, the opening / closing bar 66C remains closed, and the customer is unable to enter the store.

[0113] The terminal device 20C is a tablet-type terminal device as shown in FIG. 10. The terminal device 20C displays a designated character of a user who visits the store 70C on the display unit 30C. FIG. 10 shows a state in which the designated character SC of the user P is displayed. The terminal device 20C also accepts a payment request for purchasing a product. The terminal device 20C is equipped with a display unit 30C, a touch panel 31C, a camera 32C, a speaker 33C, a microphone 34C, etc. As shown in FIG. 9, the terminal device 20C is placed midway between the entrance gate 65C and the exit gate 67C within the store 70C.

[0114] The display unit 30C is, for example, a liquid crystal display device. The display unit 30C displays information related to customer service, such as the designated character, the content of the designated character's utterances, and the purchase amount. The touch panel 31C is disposed on the screen of the display unit 30C and accepts operations by the user.

[0115] The camera 32C captures an image of the QR code of the user (user terminal device). The speaker 33C outputs the voice of the designated character displayed on the display unit 30C. The microphone 34C acquires the voice of the user. do.

[0116] The designated character is displayed when a customer enters store 70C and when purchasing a product. When the customer enters the store, the designated character begins to be displayed when the customer is authorized to enter the store through authentication. At this time, the designated character will speak a conversation appropriate for when the customer enters the store, such as "Welcome."

[0117] Furthermore, when purchasing a product, the designated character begins to be displayed when the payment procedure for the product purchase begins. The payment procedure for the product purchase begins after the QR code (user ID) is read by the camera 32C (reading unit 23C) of the terminal device 20C and a payment request is sent to the server device 10C together with the user ID. At this time, the designated character speaks a conversation specific to payment, which is information related to the payment, such as "The total is XX yen," or "Credit card payment has been completed."

[0118] In addition, the designated character will respond to questions from the user. The designated character will also refer to history information such as store visit history and purchase history when conducting conversations. For example, for a user who visits the store frequently based on their store visit history, the designated character will say things like, "Thank you for visiting us again today," or "I'm glad to see you again."

[0119] The product to be purchased is identified using a barcode reader (not shown) of terminal device 20C. The user has the barcode reader read the barcode of the product they wish to purchase. The price of this product is then identified from the product identification information (product ID) contained in the barcode. The total purchase price is calculated when the user has the barcodes of all the products read. The purchase price and other information are displayed on display unit 30C as shown in FIG. 10.

[0120] The purchase amount is then settled, for example, by credit card. After the payment procedure for the product purchase has begun, the user inserts the credit card into a card reader (not shown) of customer service terminal device 20C, and the payment is executed.

[0121] Next, the second reading device 61C is a QR code reader similar to the first reading device 60C, equipped with a camera and the like, and is placed inside the store 70C near the exit gate 67C. The second reading device 61C reads the QR code displayed on the display unit of the user terminal devices 80C, 801C to 80NC. The QR code contains information about the user ID. The second reading device 61C transmits an authentication request to the server device 10C together with the user ID acquired from the read QR code.

[0122] The exit gate 67C has the same configuration as the entrance gate 65C, and is equipped with a gate 68C and other components, and is located near the exit of the store 70C. The exit gate 67C is a restricting device (restricting unit) that opens the gate 68C in accordance with an opening instruction received from the server device 10C. If the authentication result indicates that the customer is permitted to leave the store, the server device 10C sends an opening instruction to the exit gate 67C. The exit gate 67C opens the gate 68C and closes it a predetermined time later. Note that if the authentication result indicates that the customer is not permitted to leave the store, the server device 10C does not issue an instruction to the exit gate 67C. As a result, the gate 68C remains closed, and the customer is unable to leave the store. For example, a customer who is not permitted to enter the store is unable to leave the store.

[0123] The other terminal devices 201C to 205CN have the same configuration as the terminal device 20C, and therefore detailed explanations thereof will be omitted.

[0124] 11 is a diagram showing an example of user information. The user information is stored in the storage unit of the server device 10C. The user information is composed of fields such as a user ID, name, age, designated character, and store visit history.

[0125] The user ID field is where the user's identification information is registered. The name field is where the text data of the user's name is registered. The age field is where the numeric data of the user's age is registered. The designated character ID field is where the identification information of one customer service character (designated character) designated by the user is registered. The designated character ID corresponds to the designated information.

[0126] For example, user P has user ID: 0001. The designated character SC of user P shown in FIG. 10 has designated character ID: CM0110.

[0127] The store visit history field is where the user's usage history of stores 70C, 701C to 70NC is registered. The store visit history field is made up of fields such as store visit date, store ID, and purchased items. The store visit date field is where the date on which the user visited the store is registered. The store ID field is where the identification information of the store the user visited is registered. The purchased item field is where the identification information (item ID) of the purchased item is registered.

[0128] 12 is a block diagram showing the configuration of a server device 10C, which is an example of the server device 10. In this embodiment, the server device 10C includes at least an acquisition unit 11C, a customer service unit 12C, an authentication unit 13C, a regulation control unit 14C, a payment unit 15C, and a registration unit 16C.

[0129] The acquisition unit 11C acquires designated information (designated character ID) included in the user information of the user based on the information for identifying the user. The information for identifying the user is the user ID. The information for identifying the user is acquired from the user himself / herself.

[0130] The acquisition unit 11C acquires the designated character ID at two timings. The first timing is when the authentication result indicates that the user is permitted to enter the store. At this timing, the designated character ID included in the user information of the user who is permitted to enter the store is acquired based on the user ID read by the first reading devices 60C, 601C to 60NC.

[0131] The second timing is when the payment procedure for purchasing a product is started. At this timing, the designated character ID included in the user information of the user making the payment is acquired based on the user ID read by the terminal devices 20C, 201C to 205CN.

[0132] The customer service unit 12C controls the conversation and other actions of the customer service characters displayed on the display units of the terminal devices 20C, 201C to 20NC. However, the customer service unit 12C controls the actions of the customer service character based on the character ID designated by the user, among multiple customer service characters registered in the storage unit. In other words, the customer service unit 12C controls the actions of the character designated by the user. Then, the character designated by the user is displayed on the display unit of the terminal device where the user is located.

[0133] The customer service characters are virtual objects (3D characters) created using, for example, three-dimensional computer graphics technology. Note that various data, such as model data, motion data, and voice data, that enable the multiple customer service characters to perform customer service actions are stored in the storage unit of server device 10C.

[0134] The customer service unit 12C determines the conversation content of the customer service character using the first learning model and the second learning model. The first learning model and the second learning model are, for example, learning models that have been machine-trained using store visit history and conversation data as training data. For example, a neural network is used for the first learning model and the second learning model.

[0135] The first learning model and the second learning model are input with store visit history and voice data of the customer's speech. The first learning model and the second learning model also output the speech content of the customer service character. The first learning model is a learning model for customer service when entering the store. The second learning model is a learning model for customer service when making a payment.

[0136] The customer service unit 12C starts displaying the user's designated character at two times. The first time is when the acquisition unit 11C acquires the designated character ID included in the user information of the user who has been permitted to enter the store, as described above. The second time is when the acquisition unit 11C acquires the designated character ID included in the user information of the user who will make a payment, as described above. In other words, the designated character is displayed when the user enters the store and when the user purchases a product, as described above.

[0137] The authentication unit 13C authenticates whether or not the user is a registered user. The authentication unit 13C compares the information for identifying the user with the authentication information included in the user information stored in the storage unit. The information for identifying the user is a user ID. The user ID is used as the authentication information included in the user information.

[0138] The authentication unit 13C acquires a user ID, which is information for identifying the user, from the first reading devices 60C, 601C to 60NC and the second reading devices 61C, 611C to 61NC. If authentication information matching the acquired user ID exists in the storage unit (user information), the authentication unit 13C authenticates that the user is a registered user.

[0139] As described above, the user has the QR code of the user ID displayed on the display unit of their user terminal device read by the first reading device 60C, 601C to 60NC. The first reading device 60C, 601C to 60NC transmits the read user ID to the server device 13C along with an authentication request for store entry. The authentication unit 13C determines whether authentication information (user ID in the user information) matching the received user ID exists in the storage unit. If authentication information (user ID) matching the acquired user ID exists, the authentication unit 13C authenticates that the user is a registered user. Then, the authentication unit 13C determines that the authentication result is store entry permission.

[0140] Also, when the user ID is read by the second reading device 61C, 611C to 61NC, authentication for leaving the store is performed in the same way as when the first reading device 60C, 601C to 60NC is used. Furthermore, when the authentication unit 13C authenticates that the user is not a registered user, the authentication result indicates that the user is allowed to leave the store.

[0141] The restriction control unit 14C controls the operation of the entrance gates 65C, 651C to 65NC and the exit gates 67C, 671C to 67NC, which are restriction units, and restricts customers from entering and leaving the store according to the authentication result. Specifically, when the authentication unit 13C authenticates that entry is permitted, the restriction control unit 14C sends a command to remove the restriction to the corresponding entrance gate. Also, when the authentication unit 13C authenticates that exit is permitted, the restriction control unit 14C sends a command to remove the restriction to the corresponding exit gate.

[0142] The payment unit (payment function) 15C accepts payment for product purchases by the user. In this embodiment, the payment unit 15C performs payment using the user's credit card. When the payment unit 15C receives a payment request along with the user ID from any of the terminal devices 20C, 201C to 20NC, it starts the payment procedure for the product purchase. After the payment procedure starts, the purchase price of the product and other information are transmitted from the corresponding terminal device. After the payment procedure starts, the payment unit 15C executes the payment when it receives credit card information read by the card reader of the corresponding terminal device.

[0143] It should be noted that payment does not have to be made using a credit card, but may be made using cash or a user terminal device of the user.

[0144] The registration unit (registration function) 16C accepts the above-mentioned user registration. Specifically, the registration unit 16C registers user information of a user who has performed an operation to execute registration. When an operation to execute registration is performed, information such as the name, age, and designated character ID is transmitted from the user terminal device of the user together with a registration request to the server device 10C. The registration unit 16C registers the user information including the newly generated user ID and the name and other information received together with the registration request.

[0145] Furthermore, when the registration of the user information is completed, the registration unit 16C transmits the user ID to the user terminal device that sent the registration request, which enables the user terminal device to display a QR code based on the received user ID, as described above.

[0146] 13 is a block diagram showing the configuration of terminal device 20C, which is an example of terminal device 20. Terminal device 20C includes at least a voice acquisition unit 21C, an output control unit 22C, and a reading unit 23C. Note that the other terminal devices 201C to 20NC have the same configuration as terminal device 20C, and therefore detailed description thereof will be omitted.

[0147] While the character designated by the user is displayed on the display unit 30C, the voice acquisition unit (voice acquisition function) 21C acquires voice data of the user via the microphone 34C and transmits the data together with the user ID to the server device 10C.

[0148] The output control unit 22C controls the image display on the display unit 30C and the audio output from the speaker 33C. For example, as illustrated in Fig. 10, the output control unit 22C displays information about customer service provided by a customer service character or the like based on image information received from the server device 10C.

[0149] The reading unit (reading function) 23C reads the QR code displayed on the user terminal devices 80C, 801C to 80NC (display units) via the camera 32C, and transmits the user ID included in the QR code together with a payment request to the server device 10C.

[0150] 14 is a block diagram showing the configuration of user terminal device 80C, an example of a user terminal device. In this embodiment, user terminal device 80C includes at least a registration accepting unit 81C and a generating unit 82C. Note that the other user terminal devices 801C to 80NC have the same configuration as user terminal device 80C, and detailed description thereof will be omitted.

[0151] The registration acceptance unit 81C accepts a user registration request from a user. In response to an operation by the user, the registration acceptance unit 81C displays a registration screen on the display unit of the user terminal device 80C as described above. Furthermore, when the user performs an operation to execute registration, the registration acceptance unit 81C transmits the entered name and other information together with the registration request to the server device 10C.

[0152] After transmitting the registration request, the registration acceptance unit 81C stores the user ID indicating the completion of registration, which is received from the server device 10C (registration unit 16C), in the storage unit of the user terminal device 80C.

[0153] The generation unit 82C generates a QR code of the user ID stored in the storage unit of the user terminal device 80C and displays it on the display unit of the user terminal device 80C. This allows the first reading devices 60C, 601C to 60NC, etc. to read the QR code.

[0154] Next, the operation of the store system 100C will be described.

[0155] FIG. 15 is a flowchart showing an example of customer service processing executed by the store system 100C. In the customer service processing in this embodiment, processing is executed to control the actions of a customer service character to serve a user. Note that FIG. 15 mainly describes the processing to identify the customer service character (designated character) designated by the user, and other processing may be partially omitted. Below, an example will be described in which the server device 10C and terminal device 20C execute customer service processing for user P (user ID: 0001) in store 70C. Note that the flowchart showing the operation of the system in which the terminal device executes the customer service processing illustrated in FIG. 5 will be omitted to avoid redundant explanation.

[0156] The customer service process in this embodiment is executed, for example, when the server device 10C receives a user ID, which is information for identifying a user, as described above. In this embodiment, this corresponds to the case where the server device 10C receives the user ID together with an authentication request for entering the store from the first reading device 60C.

[0157] In the customer service process, the terminal device 20C periodically transmits voice data of the user P to the server device 10C. When the reading unit 23C reads the user ID of the user, the terminal device 20C transmits a payment request together with the read user ID to the server device 10C.

[0158] First, the server device 10C executes an authentication process (step S1-C). As described above, in the authentication process, it is authenticated whether or not the user attempting to enter the store is a registered user (store entry authentication). The server device 13C determines whether or not authentication information (user ID) matching the user ID received from the first reading device 60C exists in the user information in the storage unit.

[0159] Next, the server device 10C determines whether the authentication result indicates that the customer is permitted to enter the store (step S2-C). If the customer is not permitted to enter the store (step S2-C: NO), the server device 10C ends the customer service process. In this case, the entrance gate 65C is not opened and remains closed.

[0160] On the other hand, if entry is permitted (step S2-C: YES), the server device 10C executes a release process (step S3-C). In the release process, the restriction by the restriction device (entrance gate 65C) is released as described above. Specifically, the server device 10C transmits an opening instruction to the entrance gate 65C. This opens the entrance gate 65C. In addition, in the release process, the user ID of the user who has been permitted to enter the store is stored.

[0161] Next, server device 10C executes acquisition process A (step S4-C). In acquisition process A, designated information (designated character ID) included in the user information of user P is acquired. Server device 10C acquires the designated character ID of the user information stored in the storage unit, which corresponds to the user ID transmitted from first reading device 60C. Specifically, designated character ID: CM0110 included in the user information corresponding to user ID: 0001 of user P transmitted from first reading device 60C is acquired.

[0162] In addition, in the above-mentioned acquisition process A, if the acquired user ID does not match the user ID of a user who is permitted to enter the store, the server device 10C may, for example, determine that the user with the acquired user ID is a user who is not permitted to enter the store.

[0163] Next, server device 10C executes motion process A (step S5-C). In motion process A, the motion of the customer service character (designated character SC) designated by user P is controlled, and customer service is provided to user P upon entering the store. Specifically, server device 10C acquires model data of the customer service character (designated character SC) based on the designated character ID acquired in the processing of step S4-C, and controls the motion of this designated character SC. In one motion process, for example, processing for generating one frame of image and sound is performed.

[0164] Furthermore, although not shown, the server device 10C generates image information (including audio information) for generating an image of the designated character SC, etc., which has progressed through each process including the above-mentioned process. Thereafter, the server device 10C transmits the image information, etc. to the terminal device 20C. The destination terminal device 20C is identified by the IP address, etc., of the terminal device 20C received together with the user ID.

[0165] In addition, if the user is not permitted to enter the store, for example, the above-mentioned operation process A is not executed. In other words, in the case of registered users and unregistered users who are not permitted to enter the store, the designated character will not serve them.

[0166] Next, the server device 10C determines whether the payment procedure has started (step S6-C). If the server device 10C receives a payment request together with the user ID from the terminal device 20C, it determines that the payment procedure has started. If the payment procedure has not started (step S6-C: NO), the server device 10C returns to the processing of step S5-C. That is, until the payment procedure is started, the designated character SC of the user P continues to serve the customer when entering the store.

[0167] On the other hand, if the payment procedure has been initiated (step S6-C: YES), server device 10C executes acquisition process B (step S10-C). In acquisition process B, designated information (designated character ID) included in the user information of user P is acquired. Server device 10C acquires the designated character ID from the user information stored in the storage unit that corresponds to the user ID transmitted from terminal device 20C together with the payment request. Specifically, designated character ID: CM0110 included in the user information corresponding to user ID: 0001 of user P transmitted from terminal device 20C is acquired.

[0168] In addition, in the above-mentioned acquisition process B, if the acquired user ID does not match the user ID of a user who is permitted to enter the store, the server device 10C may, for example, determine that the user with the acquired user ID is a user who is not permitted to enter the store.

[0169] Next, the server device 10C executes the action process B (step S11-C). In the action process B, the action of the service character (designated character SC) designated by the user P is controlled, and the user P is served for payment. Specifically, the server device 10C acquires model data of the service character (designated character SC) based on the designated character ID acquired in the process of step S10-C, and controls the action of this designated character SC. In one action process, for example, a process for generating one frame of image and sound is performed.

[0170] Furthermore, although not shown, the server device 10C generates image information (including audio information) for generating an image of the designated character SC, etc., which has progressed through each process including the above-mentioned process. Thereafter, the server device 10C transmits the image information, etc. to the terminal device 20C. The destination terminal device 20C is identified by the IP address, etc., of the terminal device 20C received together with the user ID.

[0171] In addition, if the user is not permitted to enter the store, for example, the above-mentioned operation process B is not executed. In other words, in the case of a registered user and an unregistered user who are not permitted to enter the store, the designated character will not serve the user.

[0172] Next, the server device 10C determines whether the customer service has ended (step S12-C). The server device 10C determines that the customer service has ended when the payment for the product purchase by the user P on the terminal device 20C has been completed. The payment process is executed by the server device 10C. If the payment has not been completed (step S12-C: NO), the server device 10C returns to the process of step S11-C. That is, the payment action by the designated character SC of the user P continues until the payment is completed. On the other hand, if the payment has been completed (step S12-C: YES), the server device 10C ends the customer service process.

[0173] Meanwhile, the terminal device 20C outputs an image based on the received image information, etc. (step S40-C) until the end of the customer service (step S41-C: YES). That is, an image including the designated character SC of the user P, etc. is displayed on the display unit. In addition, the conversation of the designated character SC of the user P is also output as audio.

[0174] If user P who entered the store leaves the store while the customer service process is being executed, server device 10C forcibly terminates the execution of the customer service process. Also, although the customer service process shown in Fig. 15 has been described with respect to terminal device 20C and user P, similar processing is performed for other stores 701C-70NC, other customer service terminal devices 201C-20NC, and other users. Similar processing is also performed when multiple users use the same store or when multiple users use different stores.

[0175] As described above, in one aspect of the third embodiment, the server device 10C is configured to include at least the acquisition unit 11C, the customer service unit 12C, the authentication unit 13C, the regulation control unit 14C, the payment unit 15C, and the registration unit 16C, so that a character designated by the user will serve customers. Therefore, in unmanned stores where no store clerks serve customers, it is possible to differentiate the store from other stores in order to increase the number of customers.

[0176] Furthermore, for example, by periodically or irregularly changing the display mode of the customer service character, such as their costume or hairstyle, it is possible to further increase customers' motivation to visit the store. For example, during an event such as Christmas, the customer service character may be dressed in a Santa Claus costume. Furthermore, when advertising a movie, the customer service character may be dressed in the costume of the main character of the movie during the advertising period.

[0177] The user information in the above-described embodiment may be configured to accept changes to the designated information etc. after registration.

[0178] In the above-described embodiment, information for identifying a user, such as a user ID, is acquired from the user, but any acquisition method may be used. For example, biometric information (human physical characteristics) such as the user's face may be acquired as information for identifying the user. In this case, a reader in a store terminal device may use a camera to capture an image of the user's face. Furthermore, facial information for verification may be included in the user information in advance.

[0179] In the above-described embodiment, one customer service character is displayed on the display unit to serve the user, but this is not a limitation. Multiple customer service characters may be displayed on the display unit. In this case, the user may be able to specify multiple customer service characters. A display schedule for the customer service characters may also be registered. For example, the identification information (specification information) of the customer service character may be associated with a display period and included in the user information. For example, a certain customer service character may be displayed from the 1st to the 15th of each month. Another customer service character may be displayed from the 16th to the 30th (31st) of each month.

[0180] The authentication in the above-described embodiment is not limited to a user ID, and any information for identifying a user may be used. For example, a reader placed near the entrance gate may use a camera to photograph the user's face and acquire the facial image as information for identifying the user. In this case, facial information for authentication (verification) may be included in the user information in advance as authentication information.

[0181] In the above-described embodiment, the customer service character is configured to perform an action for entering a store and an action for making a payment, but this is not a limitation. For example, the customer service character may be configured to perform an action for leaving a store.

[0182] Furthermore, the timing at which the customer service character starts to be displayed is not limited to when a customer enters the store or when a product is purchased.

[0183] In the above-described embodiment, the conversation content of the customer service character is determined using the learning model 2, but it is not necessary to use a learning model. Also, it is possible to use the learning model 1 instead of multiple learning models.

[0184] In the above-described embodiment, one store-specific terminal device is provided for each store, but the number of terminal devices provided is not limited to this. A plurality of terminal devices may be provided for each store.

[0185] In the above-described embodiment, one server device is used, but multiple server devices may be used. For example, a server device for payment and a server device for controlling the actions of a customer service character may be used.

[0186] In the above-described embodiment, if the user does not specify a service character, for example, a specific service character may be displayed, or no service character may be displayed.

[0187] In the above-described embodiment, the store system is applied to an unmanned store, but the present invention is not limited to this. The store system may also be applied to a manned store. For example, in a store, a customer service character may be used to only handle inquiries about product locations, etc., while a real store clerk may handle payment for product purchases.

[0188] [Note] The above-described embodiments have been described so that at least the following invention can be implemented by a person having ordinary skill in the art to which the invention pertains.

[0189] [1] a computer device that serves customers in a store whose user information is registered in a storage unit; an acquisition function for acquiring designated information included in the user information of the user based on information for identifying the user acquired from the user; a customer service function for controlling the behavior of a customer service character displayed on a display unit disposed in the store; To achieve this, The customer service function includes a function of controlling the behavior of a customer service character among a plurality of customer service characters registered in the storage unit based on the user's designated information; A store control program that makes this possible.

[0190] [2] The computer device further comprises: an authentication function for authenticating whether or not a user is a registered user based on information acquired from the user for identifying the user and authentication information included in the user information; a restriction control function that controls the operation of a restriction unit disposed near the entrance of the store to restrict the user from entering the store in accordance with the authentication result; To achieve this, The customer service function includes a function of controlling the behavior of a customer service character based on the designated information of the customer who has been permitted to enter the store; The store control program described in [1] above.

[0191] [3] In the customer service function, A payment function that accepts user payments; A function of outputting information regarding the user's payment from the customer service character; The store control program according to [1] or [2] above.

[0192] [4] The customer service function includes a function of inputting at least speech data acquired from a user based on a machine-learned learning model using conversation data as training data, and determining the content of the speech of the customer service character; The store control program according to any one of [1] to [3] above, which realizes the above.

[0193] [5] The customer service function includes a function of outputting a voice uttered by the customer service character from a voice output unit disposed in the store; The store control program according to any one of [1] to [4] above, which realizes the above.

[0194] [6] The computer device further comprises: a registration function for registering user information including the specified information; To achieve this, The registration function is a function of registering the user information based on a registration request transmitted from a terminal device of the user connected via a communication network; The store control program according to any one of [1] to [5] above, which realizes the above.

[0195] [7] The information for identifying the user acquired from the user is displayed on the terminal device of the user and is read by a reading unit arranged near the entrance of the store. The store control program according to any one of [1] to [6].

[0196] [8] A server device in which the store control program according to any one of [1] to [7] is installed.

[0197] [9] A terminal device having a display unit and installed in a store, A display control function that displays a customer service character on the display unit based on image generation information received from the server device described in [8] connected via a communication network; A terminal device program for realizing the above.

[0198]

[10] A terminal device having a display unit, being placed in a store, and having the store control program according to any one of [1] to [7] installed therein.

[0199]

[11] A customer service control program that causes a server device connected via a communication network to a terminal device having a display unit and disposed in a store to serve customers in the store, the customer information of which is registered in a storage unit, the program comprising: The server device an acquisition function for acquiring designated information included in the user information of the user based on information for identifying the user acquired from the user; a customer service function for controlling the behavior of the customer service character displayed on the display unit; To achieve this, The customer service function includes a function of controlling the behavior of a customer service character among a plurality of customer service characters registered in the storage unit based on the user's designated information; A store control program that makes this possible.

[0200]

[12] The server device further an authentication function for authenticating whether or not a user is a registered user based on information acquired from the user for identifying the user and authentication information included in the user information; a restriction control function that controls the operation of a restriction unit disposed near the entrance of the store to restrict the user from entering the store in accordance with the authentication result; To achieve this, The customer service function includes a function of controlling the behavior of a customer service character based on the designated information of the customer who has been permitted to enter the store;

[11] A store control program that realizes the above.

[0201]

[13] In the customer service function, A payment function that accepts user payments; A function of outputting information regarding the user's payment from the customer service character; The store control program according to

[11] or

[12] , which realizes the above.

[0202]

[14] The customer service function includes a function of inputting at least speech data acquired from a user based on a machine-learned learning model using conversation data as training data, and determining the content of the speech of the customer service character; The store control program according to any one of

[11] to

[13] , which realizes the above.

[0203]

[15] The customer service function includes a function of outputting a voice uttered by the customer service character from a voice output unit disposed in the store; The store control program according to any one of

[11] to

[14] , which realizes the above.

[0204]

[16] The server device further a registration function for registering user information including the specified information; To achieve this, The registration function is a function of registering the user information based on a registration request transmitted from a terminal device of the user connected via a communication network; The store control program according to any one of

[11] to

[15] , which realizes the above.

[0205]

[17] The information for identifying the user acquired from the user is displayed on the terminal device of the user and is read by a reading unit arranged near the entrance of the store. The store control program according to any one of

[11] to

[16] .

[0206]

[18] A store system including a terminal device having a display unit and arranged in a store, and a server device connected to the terminal device via a communication network, the store system serving customers in the store for users whose user information is registered in a storage unit, an acquisition means for acquiring designated information included in the user information of the user based on information for identifying the user acquired from the user; a customer service means for controlling the behavior of the customer service character displayed on the display unit; Including, the customer service means controls the behavior of a customer service character among a plurality of customer service characters registered in the storage unit based on the user's designated information; Store system.

[0207]

[19] an authentication means for authenticating whether or not the user is a registered user based on information for identifying the user acquired from the user and authentication information included in the user information; a restriction control means for controlling the operation of a restriction unit disposed near an entrance of the store to restrict the user from entering the store in accordance with the authentication result; and the customer service means controls the behavior of the customer service character based on the designated information of the customer who is permitted to enter the store; The store system described in

[18] .

[0208]

[20] The customer service means includes a payment means for accepting payment from the user, and causes the customer service character to output information regarding the user's payment.

[18] or

[19] .

[0209] [twenty one] The customer service means inputs at least data of speech sounds acquired from the user based on a machine-learned learning model using conversation data as training data, and determines the speech content of the customer service character. A store system according to any one of

[18] to

[20] .

[0210] [twenty two] The customer service means outputs the voice spoken by the customer service character from a voice output unit disposed in the store. A store system according to any one of

[18] to

[21] .

[0211] [twenty three] a registration means for registering user information including the specified information; and the registration means registers the user information based on a registration request transmitted from a terminal device of the user connected via a communication network; A store system according to any one of

[18] to

[22] .

[0212] [twenty four] The information for identifying the user acquired from the user is displayed on the terminal device of the user and is read by a reading unit arranged near the entrance of the store. A store system according to any one of

[18] to

[23] .

[0213] [twenty five] A terminal device that serves customers in a store, whose user information is registered in a storage unit, an acquisition means for acquiring designated information included in the user information of the user based on information for identifying the user acquired from the user; a customer service means for controlling the behavior of a customer service character displayed on a display unit disposed in the store; Including, the customer service means controls the behavior of a customer service character among a plurality of customer service characters registered in the storage unit based on the user's designated information; Terminal device.

[0214]

[26] A store control method executed by a store system that includes a terminal device having a display unit and arranged in a store, and a server device connected to the terminal device via a communication network, and that serves customers in the store whose user information is registered in a storage unit, comprising: an acquisition process for acquiring designated information included in the user information of the user based on information for identifying the user acquired from the user; a customer service process for controlling the behavior of the customer service character displayed on the display unit; Including, The customer service processing includes processing for controlling the behavior of a customer service character among a plurality of customer service characters registered in the storage unit based on the user's designated information; A store control method comprising: [Industrial Applicability]

[0215] According to one embodiment of the present invention, it is useful for differentiating a store from other stores in order to increase the number of users. [Explanation of symbols]

[0216] 10 Server device 11 Acquisition Department 12 Customer service department 13 Authentication Section 14 Regulatory Control Unit 15 Payment Department 16 Registration Department 20,201~20N Terminal equipment 70,701~70N Stores 80,801~80N User terminal equipment 100 store system

Claims

1. a computer device that serves customers in a store whose user information is registered in a storage unit; an acquisition function for acquiring a plurality of pieces of designated information included in the user information of the user and a display period associated with each of the plurality of pieces of designated information based on information for identifying the user acquired from the user; a customer service function for controlling the behavior of a customer service character displayed on a display unit disposed in the store; To achieve this, The customer service function includes a function of displaying, on the display unit, a customer service character based on each of the plurality of pieces of designated information of the user, among a plurality of customer service characters registered in the storage unit, during a period corresponding to the associated display period, and controlling the operation of the customer service character; A store control program that makes this possible.

2. The computer device further comprises: an authentication function for authenticating whether or not a user is a registered user based on information acquired from the user for identifying the user and authentication information included in the user information; a restriction control function that controls the operation of a restriction unit disposed near the entrance of the store to restrict entry of the user depending on the result of authentication as to whether the user is a registered user; To achieve this, The customer service function includes a function of controlling the behavior of a customer service character based on the designated information of a customer who has been permitted to enter the store according to the result of the authentication; The store control program according to claim 1, which realizes the above.

3. In the customer service function, A payment function that accepts user payments; A function of outputting information regarding the user's payment from the customer service character; The store control program according to claim 1, which realizes the above.

4. The customer service function includes a function of inputting at least speech data acquired from a user based on a machine-learned learning model using conversation data as training data, and determining the content of the speech of the customer service character; The store control program according to claim 1, which realizes the above.

5. The customer service function includes a function of outputting a voice spoken by the customer service character from a voice output unit disposed in the store; The store control program according to claim 1, which realizes the above.

6. The computer device further comprises: a registration function for registering user information including the specified information; To achieve this, The registration function is a function of registering the user information based on a registration request transmitted from a terminal device of the user connected via a communication network; The store control program according to claim 1, which realizes the above.

7. A customer service control program that causes a server device connected via a communication network to a terminal device having a display unit and disposed in a store to serve customers in the store, the customer information of which is registered in a storage unit, the program comprising: The server device an acquisition function for acquiring a plurality of pieces of designated information included in the user information of the user and a display period associated with each of the plurality of pieces of designated information based on information for identifying the user acquired from the user; a customer service function for controlling the behavior of the customer service character displayed on the display unit; To achieve this, The customer service function includes a function of displaying, on the display unit, a customer service character based on each of the plurality of pieces of designated information of the user, among a plurality of customer service characters registered in the storage unit, during a period corresponding to the associated display period, and controlling the operation of the customer service character; A store control program that makes this possible.

8. A store system including a terminal device having a display unit and arranged in a store, and a server device connected to the terminal device via a communication network, the store system serving customers in the store for users whose user information is registered in a storage unit, an acquisition means for acquiring a plurality of pieces of designated information included in the user information of the user and a display period associated with each of the plurality of pieces of designated information based on information for identifying the user acquired from the user; a customer service means for controlling the behavior of the customer service character displayed on the display unit; Including, the customer service means controls the operation of a customer service character based on each of the plurality of pieces of designated information of the user, among the plurality of customer service characters registered in the storage unit, by displaying the customer service character on the display unit during a period corresponding to the associated display period; Store system.

Images