Information processing device, information processing method, and program

Abstract

To assist a user in analyzing the relationship between information relating to a service provided at an information terminal and information relating to a facility where the information terminal is installed. [Solution] The information processing device 1 has a receiving unit 131 that receives a service request from a customer service terminal installed in a facility, the service request including service identification information for identifying the service and customer service terminal identification information for identifying the customer service terminal, a service providing unit 135 that executes processing to provide the service indicated by the service identification information to the customer service terminal indicated by the customer service terminal identification information, and an output unit 132 that outputs an analysis result obtained by correlating and analyzing usage information regarding the use of the service indicated by the service identification information and facility information regarding the facility in which the customer service terminal indicated by the customer service terminal identification information is installed, based on each of the multiple service requests received from the multiple customer service terminals.

Description

[Technical Field]

[0001] The present invention relates to an information processing device, an information processing method, and a program for processing information about services provided to users on an information terminal. [Background technology]

[0002] Patent Document 1 describes a system that enables a user to receive medical care remotely from a medical professional via an information terminal in a booth installed in a public space such as a commercial facility. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Publication No. 2022-75420 Summary of the Invention [Problem to be solved by the invention]

[0004] In the system described in Patent Document 1, the information about the services provided to the user at the information terminal and the information about the facility where the information terminal is installed are independent, and therefore the information is not correlated and analyzed.

[0005] Therefore, the present invention has been made in consideration of these points, and aims to provide assistance in analyzing the relationship between information about services provided to a user on an information terminal and information about the facility in which the information terminal is installed. [Means for solving the problem]

[0006] An information processing device of a first aspect of the present invention has a receiving unit that receives a service request from a customer service terminal installed in a specified facility, the service request including service identification information for identifying a service that a user wishes to receive at the customer service terminal and customer service terminal identification information for identifying the customer service terminal; a service providing unit that executes processing to provide the service indicated by the service identification information included in the service request to the customer service terminal indicated by the customer service terminal identification information included in the service request; and an output unit that outputs proposal information that suggests information about the facility or the customer service terminal based on the content compiled for each combination of the location of the facility in which the customer service terminal is installed and the content indicated by usage information regarding the use of the service indicated by the service identification information included in the service request, based on multiple service requests received from multiple customer service terminals.

[0007] The proposal information may include information proposing a location where the customer service terminal for providing the service is to be installed.

[0008] The proposal information may include information proposing goods or services to be provided at the facility where the customer service terminal is installed.

[0009] The proposal information may include information proposing the type of service to be provided by the customer service terminal.

[0010] The service request may include user identification information for identifying the user, and the output unit may output the proposed information based on the content compiled for each combination of the location of the facility, the content indicated by the usage information, and user information indicating the characteristics of the user indicated by the user identification information.

[0011] The information processing device may further include an acquisition unit that acquires the user information input at the customer service terminal.

[0012] The information processing device may further have an acquisition unit that acquires the user information input using information displayed by the customer service terminal in a user terminal that is different from the customer service terminal and is owned by the user.

[0013] The information processing device may further include an acquisition unit that acquires, as the user information, at least a portion of the registration information associated with the user identification information from a device that manages registration information of the user that has been pre-registered.

[0014] The usage information may include at least one of the type of the service, the time period during which the service is used, and the number of users of the service.

[0015] The output unit may output different pieces of proposal information depending on a location where the customer service terminal is installed or the facility where the customer service terminal is installed.

[0016] A second aspect of the information processing method of the present invention includes the steps of receiving a service request from a customer service terminal installed in a specified facility, the service request including service identification information for identifying a service that a user wishes to receive at the customer service terminal and customer service terminal identification information for identifying the customer service terminal; executing a process to provide the service indicated by the service identification information included in the service request to the customer service terminal indicated by the customer service terminal identification information included in the service request; and outputting proposal information that proposes information about the facility or the customer service terminal based on the contents compiled for each combination of the location of the facility in which the customer service terminal is installed and the contents indicated by usage information regarding the use of the service indicated by the service identification information included in the service request, based on multiple service requests received from multiple customer service terminals.

[0017] A third aspect of the program of the present invention causes a processor to perform the following steps: receive a service request from a customer service terminal installed in a specified facility, the service request including service identification information for identifying a service that a user wishes to receive at the customer service terminal and customer service terminal identification information for identifying the customer service terminal; execute a process to provide the service indicated by the service identification information included in the service request to the customer service terminal indicated by the customer service terminal identification information included in the service request; and output proposal information that proposes information about the facility or the customer service terminal based on the contents compiled for each combination of the location of the facility in which the customer service terminal is installed and the contents of usage information regarding the use of the service indicated by the service identification information included in the service request, based on multiple service requests received from multiple customer service terminals.

[0018] [Effects of the Invention]

[0019] According to the present invention, it is possible to provide assistance in analyzing the relationship between information relating to services provided to a user at an information terminal and information relating to the facility where the information terminal is installed. [Brief explanation of the drawings]

[0020] [Figure 1] FIG. 1 is a schematic diagram of an information processing system. [Figure 2] FIG. 1 is a block diagram of an information processing system. [Figure 3] FIG. 10 is a schematic diagram of a customer service terminal displaying an exemplary start screen. [Figure 4] 10 is a schematic diagram for explaining a process in which a transmitting unit transmits access information to a customer service terminal. FIG. [Figure 5] 10 is a schematic diagram for explaining a process in which an acquisition unit acquires input information; FIG. [Figure 6] 10 is a schematic diagram for explaining a process in which a service providing unit provides a service to a customer service terminal. FIG. [Figure 7]FIG. 2 is a schematic diagram for explaining a process in which an analysis unit generates an analysis result. [Figure 8] FIG. 1 is a schematic diagram of a provider terminal displaying exemplary analysis results. [Figure 9] FIG. 1 is a sequence diagram of an exemplary information processing method executed by an information processing system. DETAILED DESCRIPTION OF THE INVENTION

[0021] [Outline of Information Processing System S] 1 is a schematic diagram of an information processing system S according to this embodiment. The information processing system S includes an information processing device 1, a customer service terminal 2, a user terminal 3, and a provider terminal 4. The information processing system S may also include other devices such as servers and terminals.

[0022] The information processing device 1 is a computer for processing information about a predetermined service that a provider provides to a user. The information processing device 1 is, for example, one or more servers. The service is provided from a provider terminal 4 used by the provider to a customer service terminal 2 used by a user. The service provided by the provider is, for example, a call service in which a user and a provider communicate remotely via the customer service terminal 2 and the provider terminal 4. The service provided by the provider may be a video call service that sends and receives images in addition to audio. The service provided by the provider may be a chat service that sends and receives text.

[0023] The contents of the services provided by the provider include, for example, medical consultations such as medical examinations or medication instructions, financial consultations such as banking or securities, administrative consultations such as those regarding the state or local government, and consultations regarding products purchased or contracted by the user. The services provided by the provider are not limited to the specific services shown here, and may be other services that the provider can remotely provide to the user.

[0024] The customer service terminal 2 is an information terminal used by a user and is installed in a specified facility. A user is a person who receives services. The customer service terminal 2 is shared by unspecified people, including the user. The customer service terminal 2 is placed in a specified location (such as a booth) within the facility and is used at the facility. Facilities where the customer service terminal 2 is installed include, for example, commercial facilities, public facilities, train stations, etc. The customer service terminal 2 is associated with customer service terminal identification information (hereinafter referred to as a customer service terminal ID (Identifier)) for identifying the customer service terminal 2.

[0025] The user terminal 3 is an information terminal used by a user and owned by the user. The user terminal 3 is used by the same user as the customer service terminal 2, but is a different information terminal from the customer service terminal 2. The user terminal 3 is carried by the user and used wherever the user is. The user terminal 3 is associated with user identification information (hereinafter referred to as user ID) for identifying the user who uses the user terminal 3.

[0026] The provider terminal 4 is an information terminal used by the provider. The provider is a person or business that provides services to users. If the provider is a business, the provider terminal 4 is operated by an employee of the provider or an operator requested by the provider. The provider terminal 4 is associated with provider identification information (hereinafter referred to as provider ID) that identifies the provider using the provider terminal 4.

[0027] The customer service terminal 2, the user terminal 3, and the provider terminal 4 are, for example, smartphones, tablet terminals, or personal computers. The customer service terminal 2, the user terminal 3, and the provider terminal 4 have an operation unit such as a touch panel or keyboard for accepting operations, and a display unit such as a liquid crystal display for displaying information. The customer service terminal 2, the user terminal 3, and the provider terminal 4 may further have an imaging unit including an imaging element for capturing images, and a sound collection unit such as a microphone for capturing sound. The customer service terminal 2, the user terminal 3, and the provider terminal 4 communicate with the information processing device 1 via at least one of wired communication and wireless communication.

[0028] An overview of the processing executed by the information processing system S according to this embodiment will be described below. The information processing device 1 receives a service request from the customer service terminal 2, the service request including service identification information (hereinafter referred to as service ID) for identifying the service that the user wishes to receive at the customer service terminal 2, and a customer service terminal ID for identifying the customer service terminal 2.

[0029] The information processing device 1 executes a process of providing the service indicated by the service ID included in the service request to the customer service terminal 2 indicated by the customer service terminal ID included in the service request.

[0030] The information processing device 1 outputs an analysis result obtained by associating usage information related to the use of the service indicated by the service ID included in each of the multiple service requests received from multiple customer service terminals 2 with facility information related to the facility where the customer service terminal 2 indicated by the customer service terminal ID included in the service request is installed, based on the multiple service requests received from the multiple customer service terminals 2. The usage information includes, for example, the type of service, the time period of use, the number of users, etc. The facility information includes, for example, the location and type of the facility, the items handled, the services handled, etc.

[0031] In this way, the information processing system S provides services to the user at the customer service terminal 2 in response to service requests received from the customer service terminal 2, and outputs the results of an analysis that correlates usage information with facility information based on multiple service requests. This allows the information processing system S to analyze the relationship between information about the services provided to the user at the customer service terminal 2 and information about the facility in which the customer service terminal 2 is installed.

[0032] [Configuration of Information Processing System S] FIG. 2 is a block diagram of an information processing system S according to this embodiment. In FIG. 2, arrows indicate main data flows, and data flows other than those shown in FIG. 2 may also exist. In FIG. 2, each block indicates a functional configuration rather than a hardware (device) configuration. Therefore, the blocks shown in FIG. 2 may be implemented in a single device, or may be implemented separately in multiple devices. Data may be exchanged between blocks via any means, such as a data bus, a network, or a portable storage medium.

[0033] The information processing device 1 includes a communication unit 11, a storage unit 12, and a control unit 13. The information processing device 1 may be configured by connecting two or more physically separate devices via wired or wireless connections. The information processing device 1 may also be configured by a cloud, which is a collection of computer resources.

[0034] The communication unit 11 has a communication controller for transmitting and receiving data between the customer service terminal 2, the user terminal 3, and the provider terminal 4 via the network. The communication unit 11 notifies the control unit 13 of data received from the customer service terminal 2, the user terminal 3, and the provider terminal 4 via the network. The communication unit 11 also transmits data output from the control unit 13 to the customer service terminal 2, the user terminal 3, and the provider terminal 4 via the network.

[0035] The storage unit 12 is a storage medium including a ROM (Read Only Memory), a RAM (Random Access Memory), a hard disk drive, etc. The storage unit 12 stores in advance programs to be executed by the control unit 13. The storage unit 12 may be provided outside the information processing device 1, in which case data may be exchanged between the storage unit 12 and the control unit 13 via a network.

[0036] The control unit 13 includes a receiving unit 131, an output unit 132, an acquiring unit 133, a determining unit 134, a service providing unit 135, a memory control unit 136, and an analyzing unit 137. The control unit 13 is a processor such as a CPU (Central Processing Unit), and functions as the receiving unit 131, the output unit 132, the acquiring unit 133, the determining unit 134, the service providing unit 135, the memory control unit 136, and the analyzing unit 137 by executing a program stored in the memory unit 12. At least some of the functions of the control unit 13 may be performed by an electric circuit. Furthermore, at least some of the functions of the control unit 13 may be performed by a program executed via a network.

[0037] The configuration for the information processing system S to execute the processing according to this embodiment will be described below. A customer service terminal 2 installed in a predetermined facility displays a start screen on a display unit to accept selection of a service desired to be provided from a user. The service is, for example, a call service provided between the customer service terminal 2 used by the user and a provider terminal 4 used by a provider.

[0038] 3 is a schematic diagram of the customer service terminal 2 displaying an exemplary start screen. On the start screen, the customer service terminal 2 displays information (e.g., text or graphics) indicating one or more predetermined services that the user can receive. The user performs an operation on the customer service terminal 2 to select one of the displayed services that the user desires to receive. The customer service terminal 2 transmits a service request to the information processing device 1, the service request including a service ID for identifying the service the user desires to receive, a customer service terminal ID for identifying the customer service terminal 2, and a user ID for identifying the user.

[0039] In the information processing device 1, the receiving unit 131 receives a service request including a service ID, a customer service terminal ID, and a user ID sent by the customer service terminal 2. The receiving unit 131 identifies the service that the user wishes to receive at the customer service terminal 2, which is indicated by the service ID included in the received service request.

[0040] In response to reception of the service request by reception unit 131, output unit 132 transmits to customer service terminal 2 access information for inputting requested items required to use the service.

[0041] 4 is a schematic diagram illustrating the process in which output unit 132 transmits access information to customer service terminal 2. The access information is obtained from customer service terminal 2 to user terminal 3, and is used by user terminal 3 to access an input screen for inputting requested items. In other words, the access information is used to input requested items not in customer service terminal 2 but in user terminal 3.

[0042] For example, in response to reception of a service request by the receiving unit 131, the output unit 132 issues a reception ID (first identification information) for identifying the service request received by the receiving unit 131. The output unit 132 generates access information including the issued reception ID and a URI for accessing an input screen for inputting request items.

[0043] The output unit 132 may generate access information including a URI for accessing a different input screen depending on one or more services. The receiving unit 131 generates access information including a URI (a URI previously associated with a service ID included in a service request) corresponding to a service selected by the user from one or more services. This allows the information processing system S to provide an input screen suitable for the service selected by the user.

[0044] The output unit 132 transmits the generated access information to the customer service terminal 2. The customer service terminal 2 displays, on a display unit, code information generated by encoding the access information transmitted by the information processing device 1. The code information is, for example, a one-dimensional code or a two-dimensional code generated by encoding the access information according to a known rule.

[0045] The output unit 132 of the information processing device 1 may generate code information by encoding the access information and transmit the generated code information to the customer service terminal 2. The customer service terminal 2 may generate code information by encoding the access information received from the information processing device 1.

[0046] The user reads the code information displayed by the customer service terminal 2 using the imaging unit of the user terminal 3. The user terminal 3 decodes the code information read using the imaging unit (for example, a captured image including the code information) according to a known rule, thereby obtaining the access information indicated by the code information.

[0047] The user terminal 3 uses the acquired access information to display an input screen for inputting request items on a display unit. The user terminal 3 accesses the URI indicated by the access information, for example, using a web browser or another application. The input screen is provided by the information processing device 1 or another server.

[0048] The acquisition unit 133 acquires, from the user terminal 3, input information that the user terminal 3 has entered using the access information acquired from the customer service terminal 2. Fig. 5 is a schematic diagram for explaining the process by which the acquisition unit 133 acquires input information.

[0049] The user inputs the requested items indicated on the input screen displayed using the access information on the user terminal 3. The requested items include at least one of payment information for the user to pay the service fee and user information indicating the user's characteristics required by the service provider to provide the service. Payment information is, for example, a credit card number, a bank account number, account information for the payment system, etc. User information is, for example, the user's name, address, telephone number, medical history, medication history, asset information, etc.

[0050] The request items may include items that vary depending on the service or service provider selected by the user from one or more services. In this case, the storage unit 12 pre-stores information that associates a service ID for identifying a service with the request items required to use the service. The input screen displays the request items associated with the service ID included in the service request. This allows the information processing system S to accept input of request items appropriate for the service selected by the user.

[0051] The user terminal 3 transmits input information entered by the user into the request items shown on the input screen to the information processing device 1. The user terminal 3 transmits the input information sequentially, or transmits the input information in response to the user performing a predetermined completion operation.

[0052] In the information processing device 1, the acquisition unit 133 acquires the input information transmitted by the user terminal 3, and stores it in the storage unit 12 in association with the user ID included in the service request.

[0053] The determination unit 134 determines whether or not the input of the request items has been completed by the user terminal 3. For example, the user terminal 3 transmits completion information indicating that the input of the request items has been completed to the information processing device 1 in response to the user performing a predetermined completion operation (such as an operation of selecting a predetermined button). In the information processing device 1, for example, when the determination unit 134 receives the completion information from the user terminal 3, it determines that the input of the request items has been completed by the user terminal 3, and when the determination unit 134 does not receive the completion information from the user terminal 3, it determines that the input of the request items has not been completed by the user terminal 3.

[0054] On the condition that determination unit 134 determines that the input of the requested items has been completed, service providing unit 135 executes a process of providing the service indicated by the service ID included in the service request to customer service terminal 2 indicated by the customer service terminal ID included in the service request. Fig. 6 is a schematic diagram for explaining the process of service providing unit 135 providing a service to customer service terminal 2.

[0055] On the condition that the determination unit 134 determines that the input of the requested items has been completed, the output unit 132 transmits a start notification, which is information indicating that the provision of the service will begin, to the service terminal 2 and the provider terminal 4. The output unit 132 may also transmit the start notification to the user terminal 3.

[0056] On the condition that the determination unit 134 determines that the input of the request items has been completed, the output unit 132 transmits the input information of the request items input by the user to the provider terminal 4. For example, the output unit 132 transmits the input information to the provider terminal 4 before the service providing unit 135 starts providing the service. This allows the information processing system S to present the user's input information to the provider before the start of providing the service, making it easier for the provider to prepare the service to be provided to the user.

[0057] Furthermore, the output unit 132 may transmit the input information to the provider terminal 4 after the service providing unit 135 starts providing the service. This allows the information processing system S to present the user's input information to the provider while the service is being provided, making it easier for the provider to provide the service smoothly.

[0058] The output unit 132 may provide input information for different requested items depending on the provider. For example, the output unit 132 provides only input information for requested items such as medical history or medication history to a provider who provides medical services, and provides only input information for requested items such as financial asset information to a provider who provides financial services. This enables the information processing system S to provide input information relevant to the provider and not to provide input information unrelated to the provider.

[0059] The service providing unit 135 starts providing the service to the customer service terminal 2 on the condition that the determination unit 134 determines that the input of the requested items has been completed. For example, in response to the determination unit 134 determining that the input of the requested items has been completed, the service providing unit 135 issues a session ID (second identification information) for identifying the service to be started to be provided, and starts providing the service in association with the issued session ID.

[0060] When the service provided by the provider is a call service, the service providing unit 135 starts the call service by starting transmission and reception of audio between the customer service terminal 2 and the provider terminal 4. When the service provided by the provider is a video call service, the service providing unit 135 starts the video call service by starting transmission and reception of audio and images between the customer service terminal 2 and the provider terminal 4. When the service provided by the provider is a chat service, the service providing unit 135 starts the chat service by starting transmission and reception of text between the customer service terminal 2 and the provider terminal 4. The service providing unit 135 may start other services provided by the provider via the customer service terminal 2 and the provider terminal 4.

[0061] This allows the information processing system S to provide a service to a user after receiving input of requested items at the user terminal 3 owned by the user, rather than at the customer service terminal 2 shared by unspecified people.

[0062] In response to the service providing unit 135 executing the process of providing the service, the storage control unit 136 stores usage information regarding the use of the service provided by the service providing unit 135 in the storage unit 12. The storage control unit 136 generates usage information that associates, for example, a reception ID (first identification information) for identifying the service request received by the receiving unit 131 with at least one of the type of service (medical, financial, administrative, etc.), the time period during which the service is used, and the number of users of the service, and stores the generated usage information in the storage unit 12.

[0063] Furthermore, in response to the service providing unit 135 executing the process of providing the service, the storage control unit 136 stores management information for managing the service provided by the service providing unit 135 in the storage unit 12.

[0064] The storage control unit 136 generates management information that associates a reception ID (first identification information) for identifying the service request received by the receiving unit 131, a session ID (second identification information) for identifying the service that the service providing unit 135 has started to provide in response to the start operation, and input information input in response to the start operation, and stores the generated management information in the storage unit 12. The input information is information input in response to request items indicated on an input screen displayed on the user terminal 3 using the access information. The input information includes, for example, payment information for the user to pay the fee for the service, and user information indicating user characteristics required by a service provider to provide the service.

[0065] When a predetermined analysis start condition is satisfied, the information processing device 1 executes an analysis process to analyze the relationship between information about the service provided at the customer service terminal 2 and information about the facility where the customer service terminal 2 is installed. The analysis start condition may be, for example, that the analyst has performed a predetermined start operation at the information terminal, that a predetermined date and time has arrived, or that a predetermined number or more pieces of usage information have been stored in the memory unit 12.

[0066] The acquisition unit 133 acquires, from the storage unit 12, the above-mentioned usage information generated based on each of the multiple service requests received from the multiple customer service terminals 2. The usage information is information including at least one of, for example, the type of service, the time period during which the service is used, and the number of users of the service.

[0067] The acquisition unit 133 acquires facility information about the facility where the customer service terminal 2 indicated by the customer service terminal ID included in the service request is installed from the storage unit 12. The facility information is information including, for example, at least one of the location of the facility (store name, address, coordinates, etc.), the type of facility (commercial facility, public facility, etc.), and the products (goods or services) handled at the facility. The facility information is, for example, stored in advance in the storage unit 12. When there are multiple customer service terminals 2 indicated by the customer service terminal IDs included in the service request, the acquisition unit 133 may acquire facility information for multiple facilities corresponding to the multiple customer service terminals 2.

[0068] The acquiring unit 133 may further acquire user information indicating the characteristics of the user indicated by the user ID included in the service request. The user information is, for example, information including at least one of the user's gender, the user's age, and the user's place of residence. The acquiring unit 133 acquires, in a user terminal 3 different from the customer service terminal 2, the user information included in the above-mentioned input information input using the access information displayed by the customer service terminal 2. The acquiring unit 133 may also acquire the user information input in the customer service terminal 2.

[0069] The acquiring unit 133 may acquire, as user information, at least a part of the registration information associated with the user ID from a device that manages registration information of pre-registered users. The registration information is, for example, information registered when the user starts using the information processing system S, information entered when the user previously used the information processing system S, information registered by the user in an external service such as a communication service or a social networking service (SNS), etc.

[0070] The analysis unit 137 generates an analysis result by associating and analyzing usage information regarding the use of the service indicated by the service ID included in each of the multiple service requests received from multiple customer service terminals 2 with facility information regarding the facility in which the customer service terminal 2 indicated by the customer service terminal ID included in the service request is installed, based on each of the multiple service requests received from multiple customer service terminals 2.

[0071] 7 is a schematic diagram for explaining the process of generating an analysis result by the analysis unit 137. The analysis unit 137 generates an analysis result based on the usage information and facility information acquired by the acquisition unit 133. Furthermore, the analysis unit 137 may generate an analysis result using user information acquired by the acquisition unit 133 in addition to the usage information and facility information.

[0072] The analysis unit 137 generates an analysis result including, for example, content obtained by aggregating content indicated by usage information corresponding to service requests received from customer service terminals 2 installed in the facility, in association with the location of the facility indicated by the facility information, based on the usage information and facility information acquired by the acquisition unit 133. In this case, the analysis result includes, for example, statistical values ​​such as the number or percentage of users who used the service, aggregated for each combination of the location of the facility (store name, address, coordinates, etc.), the type of service used at the customer service terminal 2 of the facility (medical, financial, administrative, etc.), and the characteristics of the users who used the service (gender, age, place of residence, etc.). This allows the information processing system S to output statistical values ​​aggregating the relationship between usage information and facility information.

[0073] The analysis unit 137 may generate an analysis result including proposal information that proposes a location (store name, address, coordinates, etc.) for installing the customer service terminal 2 that provides the service, based on the usage information and facility information acquired by the acquisition unit 133. In this case, the analysis unit 137, for example, identifies the locations of facilities whose statistical values ​​are equal to or greater than a predetermined reference value, or the locations of a predetermined number of facilities in descending order of the statistical values, and generates the locations of the identified facilities as proposal information. This allows the information processing system S to propose a suitable location for installing the customer service terminal 2 based on the relationship between the usage information and the facility information.

[0074] The analysis unit 137 may generate an analysis result including proposal information that proposes types of services (medical, financial, administrative, etc.) to be provided at the customer service terminal 2. In this case, the analysis unit 137, for example, identifies service types whose statistical values ​​are equal to or greater than a predetermined reference value, or a predetermined number of service types in descending order of the statistical values, and generates the identified service types as proposal information. This allows the information processing system S to propose types of services suitable for providing at the customer service terminal 2 based on the relationship between the usage information and the facility information.

[0075] The analysis unit 137 may generate an analysis result including proposal information that suggests products (goods or services) to be provided at the facility where the customer service terminal 2 is installed. In this case, the analysis unit 137, for example, compiles statistical values, such as the number or percentage of users who have used the service, for each product handled at the facility based on the usage information and facility information acquired by the acquisition unit 133. The analysis unit 137, for example, identifies products whose compiled statistical values ​​are equal to or greater than a predetermined reference value, or a predetermined number of products in descending order of the compiled statistical values, and generates the identified products as proposal information. This allows the information processing system S to propose products suitable for providing at the facility where the customer service terminal 2 is installed based on the relationship between the usage information and the facility information.

[0076] When the types of services or service providers that can be provided vary depending on the region or facility, the analysis unit 137 may generate different proposal information depending on, for example, the location or facility where the customer service terminal 2 is to be installed. In this case, the analysis unit 137 selects the types of services or service providers that can be provided at the location or facility where the customer service terminal 2 is to be installed, based on, for example, information from the above-mentioned proposal information that indicates the types of services or service providers that can be provided for each region or facility, which information is pre-stored in the storage unit 12. The analysis unit 137 generates the selected types of services or service providers as proposal information. This allows the information processing system S to make proposals that are appropriate for the location or facility where the customer service terminal 2 is to be installed, when the types of services or service providers that can be provided vary depending on the region or facility.

[0077] The analysis unit 137 may generate analysis results that are not limited to the specific information shown here, but include other information obtained by associating the usage information with the facility information.

[0078] The output unit 132 outputs the analysis result generated by the analysis unit 137 to a predetermined information terminal. The output unit 132 outputs the analysis result to, for example, the provider terminal 4 used by a service provider, an information terminal used by a business operator that manages the customer service terminal 2, or an information terminal used by a business operator that manages a facility.

[0079] Fig. 8 is a schematic diagram of a provider terminal 4 displaying exemplary analysis results. In the example of Fig. 8, the output unit 132 outputs analysis results including proposal information proposing a location for installing the customer service terminal 2 and proposal information proposing the type of service to be provided by the customer service terminal 2. This enables the information processing system S to visualize the relationship between usage information and facility information, and to assist service providers or other businesses in analyzing the relationship between usage information and facility information.

[0080] [Sequence of information processing methods] 9 is a sequence diagram of an exemplary information processing method executed by the information processing system S according to this embodiment. The customer service terminal 2 receives an operation from the user to select one of one or more services that the user desires to receive (S11). The customer service terminal 2 transmits a service request to the information processing device 1, the service request including a service ID for identifying the service that the user desires to receive, a customer service terminal ID for identifying the customer service terminal 2, and a user ID for identifying the user.

[0081] In the information processing device 1, the receiving unit 131 receives the service request transmitted by the customer service terminal 2. In response to the receiving unit 131 receiving the service request, the output unit 132 transmits, to the customer service terminal 2, access information for inputting request items required to use the service (S12).

[0082] The customer service terminal 2 displays on its display the code information generated by encoding the access information transmitted by the information processing device 1. The user reads the code information displayed by the customer service terminal 2 using the imaging unit of the user terminal 3. The user terminal 3 decodes the code information read using the imaging unit (e.g., a captured image including the code information) according to a known rule, thereby acquiring the access information indicated by the code information (S13).

[0083] The user terminal 3 uses the acquired access information to display an input screen for inputting the requested items on the display unit, and accepts input of the requested items from the user (S14). In the information processing device 1, the acquisition unit 133 acquires, from the user terminal 3, input information that the user terminal 3 entered using the access information acquired by the customer service terminal 2. The determination unit 134 determines whether or not input of the requested items has been completed by the user terminal 3 (S15).

[0084] The service providing unit 135 executes a process of providing the service indicated by the service ID included in the service request to the customer service terminal 2 indicated by the customer service terminal ID included in the service request, on the condition that the determination unit 134 determines that the input of the request items has been completed (S16). If the service provided by the provider is a call service, the service providing unit 135 starts the call service by starting transmission and reception of voice between the customer service terminal 2 and the provider terminal 4.

[0085] The storage control unit 136 stores in the storage unit 12 usage information relating to the usage of the service provided by the service providing unit 135 in response to the service providing unit 135 executing the process of providing the service.

[0086] In response to the specified analysis start condition being satisfied, the acquisition unit 133 acquires usage information generated based on each of the multiple service requests, facility information regarding the facility in which the customer service terminal 2 is installed, and user information indicating the user's characteristics (S17).

[0087] The analysis unit 137 generates an analysis result by associating and analyzing the usage information, facility information, and user information based on each of the multiple service requests received from the multiple customer service terminals 2 (S18). The output unit 132 outputs the analysis result generated by the analysis unit 137 to a predetermined information terminal (S19). The output unit 132 outputs the analysis result to, for example, the provider terminal 4 used by the service provider, an information terminal used by the business operator that manages the customer service terminal 2, or an information terminal used by the business operator that manages the facility.

[0088] [Effects of the embodiment] According to the information processing system S of this embodiment, the information processing device 1 provides a service to a user at the customer service terminal 2 in response to a service request received from the customer service terminal 2, and outputs the results of an analysis performed by associating usage information with facility information based on multiple service requests. This allows the information processing system S to assist the user in analyzing the relationship between information about the service provided to the user at the customer service terminal 2 and information about the facility in which the customer service terminal 2 is installed.

[0089] Furthermore, this invention will make it possible to contribute to Goal 9 of the United Nations' Sustainable Development Goals (SDGs), which is "Build resilient infrastructure, promote inclusive and sustainable industrialization, and promote innovation and resilience."

[0090] The present invention has been described above using embodiments, but the technical scope of the present invention is not limited to the scope described in the above embodiments, and various modifications and changes are possible within the scope of the gist of the present invention. For example, all or part of the device can be configured by functionally or physically distributing or integrating any unit. Furthermore, new embodiments resulting from any combination of multiple embodiments are also included in the embodiments of the present invention. The effects of the new embodiments resulting from the combination also have the effects of the original embodiments. [Explanation of symbols]

[0091] S Information Processing System 1. Information processing equipment 11 Communications Department 12 Storage section 13 Control Unit 131 Receiving unit 132 Output section 133 Acquisition Department 134 Judgment section 135 Service Provision Department 136 Memory control unit 137 Analysis Department 2 Customer service terminal 3. User terminal 4 Provider terminal

Claims

1. a receiving unit that receives a service request from a customer service terminal installed in a predetermined facility, the service request including service identification information for identifying a service that the user wishes to receive at the customer service terminal and customer service terminal identification information for identifying the customer service terminal; a service providing unit that executes a process of providing the service indicated by the service identification information included in the service request to the customer service terminal indicated by the customer service terminal identification information included in the service request; an output unit that outputs proposal information that proposes information about the facility or the customer service terminal based on the content collected for each combination of the location of the facility where the customer service terminal is installed and the content of usage information regarding the use of the service indicated by the service identification information included in the service request, based on the multiple service requests received from the multiple customer service terminals; An information processing device having the above.

2. The proposal information includes information proposing a location where the customer service terminal for providing the service is to be installed. The information processing device according to claim 1 .

3. the proposal information includes information proposing goods or services to be provided at the facility where the customer service terminal is installed, The information processing device according to claim 1 .

4. the proposal information includes information proposing the type of service to be provided by the customer service terminal; The information processing device according to claim 1 .

5. the service request includes user identification information for identifying the user; the output unit outputs the proposed information based on content compiled for each combination of the location of the facility, the content indicated by the usage information, and user information indicating characteristics of the user indicated by the user identification information. The information processing device according to claim 1 .

6. An acquisition unit that acquires the user information input at the customer service terminal. The information processing device according to claim 5 .

7. The system further includes an acquisition unit that acquires the user information input using information displayed on the customer service terminal in a user terminal owned by the user that is different from the customer service terminal. The information processing device according to claim 5 .

8. The system further includes an acquisition unit that acquires, as the user information, at least a part of the registration information associated with the user identification information from a device that manages registration information of the user that has been registered in advance. The information processing device according to claim 5 .

9. The usage information includes at least one of the type of the service, the time period during which the service is used, and the number of users of the service. The information processing device according to claim 1 .

10. the output unit outputs the proposal information that differs depending on a location where the customer service terminal is installed or the facility where the customer service terminal is installed. The information processing device according to claim 1 .

11. The processor executes receiving a service request from a customer service terminal installed in a predetermined facility, the service request including service identification information for identifying a service that the user wishes to receive at the customer service terminal and customer service terminal identification information for identifying the customer service terminal; a step of executing a process of providing the service indicated by the service identification information included in the service request to the customer service terminal indicated by the customer service terminal identification information included in the service request; a step of outputting proposal information that proposes information about the facility or the customer service terminal based on the content aggregated for each combination of the location of the facility where the customer service terminal is installed and the content indicated by the usage information regarding the use of the service indicated by the service identification information included in the service request, based on the multiple service requests received from the multiple customer service terminals; An information processing method comprising:

12. The processor receiving a service request from a customer service terminal installed in a predetermined facility, the service request including service identification information for identifying a service that the user wishes to receive at the customer service terminal and customer service terminal identification information for identifying the customer service terminal; a step of executing a process of providing the service indicated by the service identification information included in the service request to the customer service terminal indicated by the customer service terminal identification information included in the service request; a step of outputting proposal information that proposes information about the facility or the customer service terminal based on the content aggregated for each combination of the location of the facility where the customer service terminal is installed and the content indicated by the usage information regarding the use of the service indicated by the service identification information included in the service request, based on the multiple service requests received from the multiple customer service terminals; A program that executes.

Images