Program, information processing device, and information processing method

Abstract

To provide a technique related to more effective use of an XR technology in customer service for providing products or services.SOLUTION: A program causes a computer to function as an information processing device including a storage unit that stores customer service person information about customer service persons who serve customers at a store, a control unit that acquires candidate information indicating candidates for a customer service person of the customer service person information from the storage unit based on a search condition received via a first terminal device, and a communication unit that transmits the acquired candidate information to the first terminal device, and transmits a customer service request using an XR (Extended Reality) technology for explaining products or services to a second terminal device corresponding to selection information indicating the selection of the customer service person in response to acceptance of the selection information from the first terminal device.SELECTED DRAWING: Figure 1

Description

Technical Field

[0006] ,

[0001] The present invention relates to a program, an information processing apparatus, and an information processing method.

Background Art

[0002] Technologies such as XR (Extended Reality) including VR (Virtual Reality), AR (Augmented Reality), or MR (Mixed Reality) are known. Patent Document 1 discloses a technology related to a development module for an application using XR.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] Although XR technology is also expected to be used for customer service in providing goods or services, it is expected to be used more effectively.

[0005] An object of the present invention is to provide a technology related to more effectively using XR technology for customer service in providing goods or services.

Means for Solving the Problems

[0006] A program according to one embodiment causes a computer to function as an information processing device comprising: a storage unit that stores customer service information relating to customer service staff who provide customer service in a store; a control unit that acquires candidate information from the storage unit indicating candidates for the customer service staff based on search conditions received via a first terminal device; and a communication unit that transmits the acquired candidate information to the first terminal device and, upon receiving selection information indicating the selection of the customer service staff from the first terminal device, transmits a request for customer service using XR (Extended Reality) technology for explaining a product or service to a second terminal device corresponding to the selection information.

[0007] An information processing device according to one embodiment includes a storage unit that stores customer service information relating to customer service staff who provide customer service in a store; a control unit that acquires candidate information from the storage unit that indicates candidates for the customer service staff from the customer service information based on search conditions received via a first terminal device; and a communication unit that transmits the acquired candidate information to the first terminal device and, upon receiving selection information from the first terminal device indicating the selection of the customer service staff, transmits a request for customer service using XR (Extended Reality) technology for explaining a product or service to a second terminal device corresponding to the selection information.

[0008] An information processing method according to one embodiment includes: a control unit storing customer service information relating to a customer service employee who provides customer service in a store in a storage unit; the control unit obtaining candidate information from the storage unit that indicates a candidate for the customer service employee from the customer service employee information based on search conditions received via a first terminal device; and a communication unit transmitting the obtained candidate information to the first terminal device and, upon receiving selection information from the first terminal device indicating the selection of the customer service employee, transmitting a request for customer service using XR (Extended Reality) technology for explaining a product or service to a second terminal device corresponding to the selection information. [Effects of the Invention]

[0009] According to the present invention, it is possible to provide a technology for more effectively utilizing XR technology in customer service for the provision of goods or services. [Brief explanation of the drawing]

[0010] [Figure 1] This is a conceptual diagram illustrating the system overview in one embodiment. [Figure 2] This is a conceptual diagram showing an example of a system configuration in one embodiment. [Figure 3] This is a block diagram schematically showing an example of the functional configuration of a server device in one embodiment. [Figure 4] This is a block diagram schematically showing an example of the functional configuration of a control unit in one embodiment. [Figure 5] This is a block diagram schematically showing an example of the functional configuration of a terminal device in one embodiment. [Figure 6] This is a sequence diagram illustrating an overview of an exemplary process performed by the system in one embodiment. [Figure 7] This is a sequence diagram illustrating an example of a computer hardware configuration in one embodiment. [Modes for carrying out the invention]

[0011] A system according to one embodiment of the present invention will be described in detail with reference to the drawings. However, the embodiments described below are merely illustrative, and there is no intention to exclude various modifications or applications of techniques not explicitly stated below. That is, the present invention can be implemented by various modifications or combinations of the embodiments without departing from its spirit. In addition, in the following drawings, identical or similar parts are denoted by the same or similar reference numerals.

[0012] [System Overview] Referring to Figure 1, an overview of the system according to this embodiment will be described. System 1 is a system used for providing goods or services by utilizing XR (Extended Reality) technologies such as VR (Virtual Reality), AR (Augmented Reality), or MR (Mixed Reality).

[0013] System 1 is used, for example, for a salesperson in a store to explain a product or service. In this embodiment, a store includes a physically existing store (hereinafter also referred to as a "real store") or a store realized using XR technology (hereinafter also referred to as an "XR store"). An XR store may, for example, be a store that exists in the metaverse or a virtual space.

[0014] Furthermore, in this embodiment, the staff member in charge of customer service at the store may use XR technology to provide customer service. In this embodiment, the staff member who provides customer service using XR technology is also referred to as an "XR-cooperating staff member." Customer service using XR technology includes, for example, a staff member located in a different location from the store using a terminal device to explain products or services to a customer who has come to the store, while using XR technology.

[0015] Customers visiting the store can receive customer service using XR technology through output from devices that present some kind of sensory experience to the user using XR technology, such as a display, VR goggles, VR mirror, speaker, or hologram projector in System 1 (hereinafter also referred to as "XR presentation device"). Through customer service using XR technology, customers can perceive, for example, a virtual image or voice of the customer service staff, or a virtual image or tactile sensation of the products.

[0016] In this embodiment, a customer who visits a physical store is also referred to as a "physical store customer". Also, a customer who visits an XR store is also referred to as an "XR store customer". Further, the system 1 may execute processing related to settlement using a settlement service provided by a settlement provider for the settlement of transactions of goods or services between the store and the customer.

[0017] As an exemplary use case of the system 1 in this embodiment, when a physical store customer visits a physical store, the customer can receive a product explanation via a speaker by an XR cooperative employee projected by a hologram projector or displayed on a display. After the product explanation, if the physical store customer wants to purchase the product, the customer can operate a terminal device installed in the physical store to settle the product to be purchased.

[0018] As described above, according to this embodiment, the XR technology can be used more effectively in customer service for providing goods or services. For example, according to this embodiment, when a store wants to explain products or the like to a customer, it is not necessary to have a customer service staff with expertise in each product or the like resident in the store. It is possible to perform a product explanation by an XR cooperative employee with expertise in the product that the customer is interested in from a remote location using the XR technology at the necessary timing.

[0019] [Configuration of the System] Referring to FIG. 2, an example of the configuration of the system 1 in this embodiment will be described. The system 1 includes a server device 10 and terminal devices 20 (20a, 20b, 20c). Each device is configured to be able to communicate with each other via a network N.

[0020] The server device 10 is an information processing device such as a server computer. The server device 10 may be constituted by one information processing device (or computer; the same shall apply hereinafter), or may be constituted by a plurality of information processing devices using cloud computing technology or distributed computing technology or the like.

[0021] The terminal device 20 consists of an information processing device such as a personal computer, a mobile device, or a dedicated terminal (e.g., a payment terminal). The terminal device 20 may be configured to communicate with a server device 10 configured using cloud computing technology.

[0022] Network N is composed of wireless and wired networks. Network N can include any network, such as the Internet, mobile communication networks, and LANs (Local Area Networks).

[0023] In the example shown in Figure 2, System 1 consists of one server device 10 and three terminal devices 20, but the number of devices included in System 1 is not limited to this, and System 1 may include any number of devices. For example, System 1 may include more than three terminal devices 20. In the following description, at least part of the processing described as processing by either Server Device 10 or Terminal Device 20 may be executed by the other device. For example, part of the processing described as processing by Server Device 10 may be executed by Terminal Device 20, and part of the processing described as processing by Terminal Device 20 may be executed by Server Device 10.

[0024] [Functional Configuration] Referring to Figure 3, the functions of the server device 10 will be explained. The server device 10 has a communication unit 11, a database 12, and a control unit 13 as its main functional components.

[0025] The server device 10 may have other functional configurations that are common to information processing devices, such as general information processing devices or dedicated devices. The functional configurations of the server device 10 are realized through the cooperation of computer programs (software) and hardware, for example, when a control device such as a CPU (Central Processing Unit) in the server device 10 reads and executes computer programs stored in a memory device.

[0026] Database 12 stores various types of information, including information received by the communication unit 11, information necessary for processing by the server device 10, or information generated by the server device 10. Database 12 stores customer service information, such as information about XR cooperating store staff, who are responsible for customer service at the store.

[0027] The control unit 13 controls the processing of various functions performed by the server device 10. For example, based on the search conditions received via the terminal device 20a, the control unit 13 retrieves candidate information from the database 12 that indicates a candidate for customer service staff from the customer service staff information stored in the database 12. In detail, the control unit 13 receives the search conditions from the terminal device 20a via the communication unit 11, and retrieves information from the database 12 that matches the search conditions as candidate information indicating a candidate for customer service staff from the customer service staff information stored in the database 12. Further details of processing by the control unit 13 will be described later.

[0028] The communication unit 11 receives and transmits various information through communication with external devices. For example, the communication unit 11 may transmit the candidate information acquired by the control unit 13 to the terminal device 20a. In addition, the communication unit 11 may, upon receiving selection information from the terminal device 20a indicating the selection of a customer service representative, transmit a request for customer service using XR (Extended Reality) technology for explaining a product or service to the terminal device 20 corresponding to the selection information (for example, terminal device 20b). The selection information indicating the selection of a customer service representative received from the terminal device 20a is, for example, information about a customer service representative received from the terminal device 20a in response to an operation by a customer who has visited the store, and indicates the customer service representative selected by that customer. The terminal device 20 corresponding to the selection information is, for example, the terminal device 20 operated by the customer service representative selected by the customer.

[0029] As described above, according to this embodiment, the database 12 stores customer service information relating to the person in charge of customer service. The control unit 13 obtains candidate information from the database 12 that indicates a candidate for the person in charge of customer service from the customer service information, based on the search conditions received via the terminal device 20a. The communication unit 11 transmits the candidate information obtained from the database 12 to the terminal device 20a, and in response to receiving selection information from the terminal device 20a indicating the selection of a customer service person, it transmits a request for customer service using XR technology for explaining a product or service to the terminal device 20b corresponding to the selection information. As a result, as described above, XR technology can be used more effectively in customer service for providing products or services.

[0030] Referring to Figure 4, examples of various functions performed by the control unit 13 will be described in more detail. As shown in Figure 4, the functions performed by the control unit 13 include, for example, a payment function 131, a customer interface function 132, a customer service function 133, and an XR store function 134. The control unit 13 may perform other functions not listed above, or it may choose not to perform some of the above functions.

[0031] (1) Payment function 131 The payment function 131 is a function that performs processing for settling transactions of goods or services between stores and customers using System 1. For example, the control unit 13 receives a payment request for product purchase from the terminal device 20 via the communication unit 11 in response to an operation by a customer who has received a product description through customer service using XR technology. Based on the payment request, the control unit 13 communicates with the payment service provider's server device and performs processing related to payment using the payment service provided by the payment service provider.

[0032] (2) Customer IF function 132 The customer interface function 132 is a function that performs processing related to the control of the user interface for customers who visit the store. The terminal device 20 operated by store staff or customers visiting the store has or is connected to a device that presents some kind of sensation to the staff or customer using XR technology (the above-mentioned XR presentation device), such as a display, VR goggles, VR mirror, speaker, or hologram projector. For example, the control unit 13 transmits control signals to the terminal device 20 to control the output of the XR presentation device. As a result, customers visiting the store can receive customer service using XR technology, and store staff can recognize some kind of behavior from the customer, including their reaction to the customer service.

[0033] The control unit 13 may control the output from the XR display device to optimize it for each store. This optimization may be controlled, for example, according to the type (model) of the XR display device, whether the store is an XR store or a physical store, or according to the shape or size of the store.

[0034] The control unit 13 may, for example, control the optimization of the output by the XR display device based on store information that has been pre-associated and stored in the database 12 for each store. The store information is attribute information of the store, including information regarding the optimal output by the XR display device. The control unit 13 may also store the store information in the database 12 based on information received via the communication unit 11. The store information may include, for example, the company name (trade name), representative, contact information, identifier, type information of the XR display device, VR output template data used for output by the XR display device (for example, including background data of the VR space), or at least a part of the data that has been customized from the template data.

[0035] Furthermore, store information may include information on in-store customer service policies. Customer service policy information may include, for example, information on whether XR-cooperating staff, designated for each store, or for each product or service, will provide customer service; information on whether clothing products can be physically tried on or tried on using XR technology; and information on whether physical try-ons are possible and the color of the product can be changed using XR technology.

[0036] Furthermore, the control unit 13 may execute processes to display a user interface on the terminal device 20 for a user operating the terminal device 20 (for example, a store employee or a customer visiting the store) to make a payment.

[0037] (3) Customer service function 133 The customer service function 133 is a function related to registering XR cooperating store staff information, retrieving XR cooperating store staff information, and calling XR cooperating store staff.

[0038] (3-1) Registration of XR cooperating store staff information XR-cooperating staff information is information (staff information) about staff members who provide customer service using XR technology (XR-cooperating staff). The control unit 13 registers the XR-cooperating staff information by storing it in the database 12 in response to a registration request received, for example, via the communication unit 11.

[0039] XR partner store employee information may include, for example, the name, contact information, expense settlement information, contract terms information, professional skills information, or evaluation information of the XR partner store employee. Expense settlement information may include, for example, information regarding the remuneration paid to the XR partner store employee. Contract terms information may include, for example, information regarding the contract terms for customer service provided by the XR partner store employee, such as conditions for the amount of time spent on customer service per customer service session or over a certain period, or compensation conditions. Professional skills information may include information regarding products or services that the XR partner store employee can explain during customer service, such as electrical appliances, fashion, wine, or instruction on cooking methods. Professional skills information may also include detailed information about the products or services that can be explained, such as information regarding the types of electrical appliances, fashion, wine, or cooking methods that can be taught. Evaluation information may include information regarding evaluations of the XR partner store employee, such as evaluations from the store or customers. Such evaluation information may be quantitative evaluations using numbers, etc., or quantitative evaluations using written text, etc.

[0040] (3-2) Inquiry about XR cooperating store staff information The function for inquiring about XR partner store staff information provides a function to search for XR partner store staff based on specialized skills, contract terms, or evaluation information. The control unit 13 receives an inquiry request (including search conditions) for XR partner store staff information from a terminal device 20 operated by a customer, for example, via the communication unit 11, and retrieves XR partner store staff information that matches the search conditions from the database 12 as candidate information. The above search conditions may include, for example, information about products or services that the customer wishes to be explained, evaluation information of the XR partner store staff, or information about the store the customer is visiting. The above candidate information indicates candidates for XR partner store staff who will serve the customer. The control unit 13 may transmit the retrieved candidate information to the terminal device 20 via the communication unit 11, so that the customer can inquire about the candidate information (XR partner store staff information) via the display unit of the terminal device 20.

[0041] The control unit 13 may obtain the above candidate information from the database 12 based on the professional skills information corresponding to the goods or services offered at the store visited by the customer operating the terminal device 20. In this case, for example, the database 12 pre-stores professional skills information indicating information about goods or services that need to be explained for customer service at each store. When the control unit 13 receives a request to inquire about XR cooperating store staff information via the communication unit 11 from the terminal device 20 operated by the customer (for example, terminal device 20a), it may obtain the professional skills information stored in association with the information of the store visited by the customer from the database 12, and obtain XR cooperating store staff information having the professional skills information corresponding to that professional skills information as candidate information from the database 12. In order for the control unit 13 to identify the information of the store visited by the customer, for example, the information of the store may be included in the above inquiry request, or any other method may be employed. The candidate information obtained from the database 12 may be transmitted to the terminal device 20 (for example, terminal device 20a) via the communication unit 11, as described above.

[0042] The store can input and pre-search information on customer service skills required by the store, and XR-cooperating staff information is associated with each store and stored in the database 12 so that XR-cooperating staff can be called immediately when serving customers. In this way, XR-cooperating staff information may be registered as a "favorite" for each store.

[0043] (3-2) Calling an XR-cooperating store employee The function to call an XR-operated salesperson makes it possible to call an XR-operated salesperson to provide customer service to customers who visit the store. For example, the control unit 13 may, upon receiving selection information from terminal device 20a via the communication unit 11 indicating the selection of a salesperson, transmit a request for customer service using XR technology for explaining a product or service to terminal device 20 (e.g., terminal device 20b) corresponding to the selection information. The control unit 13 may, based on information received from terminal device 20b via the communication unit 11 in response to an operation for customer service by the XR-operated salesperson, transmit control information for customer service using XR technology to terminal device 20a. An operation for customer service by the XR-operated salesperson may include, for example, an operation to show a product to the customer or an operation to explain a product.

[0044] Database 12 stores information on past customer service interactions using XR technology as XR customer service information, and the control unit 13 may support customer service by XR cooperating staff by controlling the presentation of this XR customer service information to XR cooperating staff via terminal device 20. Database 12 also stores information on customers who visit the store (including attribute information, behavioral history, access history from terminal device 20, and terminal device 20 settings), and the control unit 13 may select the most suitable XR cooperating staff member for customer service based on the customer's information and notify the customer via terminal device 20 using the communication unit 11. The customer-operated terminal device 20a may have a built-in or connected camera or microphone, and images acquired by the camera or audio data acquired by the microphone may be transmitted via server device 10 to terminal device 20b operated by the XR cooperating staff member for customer service. This allows the XR cooperating staff member operating terminal device 20b to understand the customer or store situation via terminal device 20b.

[0045] The control unit 13 may control the output from the XR display device to be optimized for each customer. In this case, for example, the control unit 13 receives customer information from the terminal device 20a operated by the customer via the communication unit 11 and obtains customer service method information associated with the customer information from the database 12. The customer information includes, for example, customer identification information. The customer service method information is information indicating the output method from the XR display device that is optimized for each customer (or set according to the customer's wishes), and may include, for example, information on the type of XR display device (e.g., display, VR goggles, VR mirror, speaker, or hologram projector), or attribute information of the image or sound presented by the XR display device. The database 12 stores customer service method information related to customer service methods using XR technology in advance, associated with customer information. Based on the customer service method information obtained from the database 12, the control unit 13 may transmit control information for customer service using XR technology to the terminal device 20a via the communication unit 11.

[0046] (4) XR store function 134 The XR store function 134 is a function that supports customer service by XR cooperating store staff in the XR store. For example, the control unit 13 may control customer service to be provided through store staff avatars (store staff characters with set appearances, voices, or speech patterns) set for each XR store or each XR cooperating store staff. Specifically, in response to an operation input to the operation unit for customer service by the XR cooperating store staff, or an input to the microphone or camera, the communication unit 11 receives a control signal transmitted from the terminal device 20b, and the control unit 13 transmits a control signal for controlling the output of the XR display device to the terminal device 20a via the communication unit 11, based on the control signal and the information of the set store staff avatar.

[0047] The control unit 13 may transmit support information to the terminal device 20b operated by the XR cooperating store employee to support customer service provided by the XR cooperating store employee. This support information may include, for example, information about the XR store's concept and the products or services it handles, as well as other characteristic information of the XR store. The terminal device 20b displays the received support information on its display unit. The control unit 13 may also receive image or audio data of the customer acquired by a camera or microphone via the communication unit 11 and transmit this data to the terminal device 20b operated by the XR cooperating store employee. The XR cooperating store employee can understand the customer's situation by checking the contents of this data via the terminal device 20b.

[0048] Furthermore, when a business deal is concluded between the customer and the XR-operated store employee, an instruction to invoke the payment function may be sent from the terminal device 20b to the server device 10 in response to an operation by the XR-operated store employee. Upon receiving the instruction via the communication unit 11, the control unit 13 of the server device 10 may send a control signal to the terminal device 20a to control the terminal device 20a so that it presents the customer with an interface for inputting the information necessary to execute the payment.

[0049] Next, the functions of the terminal device 20 will be described with reference to Figure 5. The terminal device 20 has a main functional configuration consisting of a communication unit 21, a database 22, and a control unit 23. The communication unit 21 receives and transmits various information through communication with external devices. The database 22 stores various information, including information received by the communication unit 21, information necessary for processing by the terminal device 20, or information generated by the terminal device 20. The control unit 23 controls the processing of various functions performed by the terminal device 20.

[0050] The terminal device 20 may have other functional configurations that an information processing device, such as a general information processing device or a dedicated device, has. The functional configurations of the terminal device 20 are realized through the cooperation of computer programs (software) and hardware, for example, by the control device such as the CPU of the terminal device 20 reading and executing computer programs stored in a memory device.

[0051] If terminal device 20 is a terminal device operated by a customer visiting a store, it may function as follows: The communication unit 21 receives candidate information from the server device that indicates candidates based on search criteria for customer service staff (e.g., XR cooperating staff) who provide customer service in the store. This candidate information may also be received from the server device 10 via the communication unit 21 in response to the customer's operation input, when the search criteria are transmitted from terminal device 20 to the server device 10. The communication unit 21 may also transmit selection information to the server device 10 indicating an XR cooperating staff member selected from the candidate information, in response to the customer's operation input. The control unit 23 receives control information for customer service using XR technology via the communication unit 21 based on information transmitted from terminal device 20 corresponding to the selection information (e.g., terminal device 20b used by the XR cooperating staff member indicated by the selection information), and may control the XR display device based on this control information. The XR display device is connected to or included in terminal device 20. Control of the XR display device controls, for example, image output or sound output by the XR display device.

[0052] In the case where terminal device 20 is operated by a customer visiting a store, terminal device 20 may be a device for customers to make payments (payment terminal), or it may be connected to a payment terminal. Also, in the case where terminal device 20 is operated by a customer visiting a store, terminal device 20 may be, for example, a device installed in the store of a provider of goods or services, or a device owned by the customer.

[0053] [Processing flow] Referring to Figure 6, an exemplary processing flow in System 1 will be described. Each processing step described below is realized through the cooperation of computer programs (software) and hardware, for example, by the control units of the server device 10 and terminal device 20 reading and executing computer programs stored in the memory units.

[0054] Since the details of the processes performed in System 1 have already been explained, the following explanation of the processing flow will be simplified or omitted if the content has already been explained. In the example of the process shown in Figure 6, terminal device 20a is operated by a customer visiting the store (physical store or XR store). Terminal device 20b is operated by an XR cooperating store employee.

[0055] In step S51, terminal device 20a sends a request to server device 10 to inquire about XR collaborating store staff information in response to the customer's input. This request includes search criteria for the XR collaborating store staff.

[0056] In step S52, the server device 10 acquires XR cooperating store employee information stored in the memory unit that matches the search conditions received in step S51 as candidate information.

[0057] In step S53, the server device 10 transmits the candidate information acquired in step S52 to the terminal device 20a.

[0058] In step S54, the terminal device 20a displays the selection information received in step S53 on its display unit and transmits the selection information indicating the customer service staff member's choice to the server device 10 in response to the customer's input.

[0059] In step S55, the server device 10, having received the selection information in step S54, transmits a request for customer service using XR technology for explaining a product or service to the terminal device 20b corresponding to the selection information.

[0060] In step S56, the XR-cooperating store employee, noticing the customer service request transmitted in step S55, operates the terminal device 20b to begin providing customer service using XR technology. The XR-cooperating store employee's video and explanatory audio are input via the camera and microphone connected to (or built into) the terminal device 20b.

[0061] In step S57, the terminal device 20b transmits control information corresponding to the input in step S56 to the server device 10.

[0062] In step S58, the server device 10 transmits control information for customer service using XR technology to the terminal device 20a based on the control information received in step S57. The terminal device 20a controls the output of the XR display device connected to (or built into) the terminal device 20a based on the received control information.

[0063] Subsequently, when a business deal is concluded between the customer and the XR-operated store employee, an instruction to invoke the payment function may be sent from the terminal device 20b to the server device 10 in response to an operation by the XR-operated store employee. Upon receiving the instruction, the server device 10 may send a control signal to the terminal device 20a to control the terminal device 20a to present the customer with an interface for the customer to input the information necessary to execute the payment.

[0064] As described above, according to this embodiment, XR technology can be used more effectively in customer service for the provision of goods or services. For example, according to this embodiment, when a store wants to explain products to a customer, it is possible to have an XR-cooperating store employee with expertise in each product permanently stationed in the store, and to have the customer explain the products they are interested in from a remote location using XR technology at the necessary time.

[0065] [Hardware configuration] Referring to Figure 7, an example of the hardware configuration of the computer 800 when the server device 10 and terminal device 20 are implemented by the computer 800 will be described. Note that the functions of each device can also be implemented by dividing them among multiple devices.

[0066] As shown in Figure 7, the computer 800 includes a processor 801, a memory 803, a storage device 805, an input I / F unit 807, a data I / F unit 809, a communication I / F unit 811, and a display device 813. The computer 800 may also include various actuators (e.g., motors), a positioning module (e.g., a GPS module), or various sensors, although these are not shown.

[0067] The processor 801 is a control unit that controls various processes in the computer 800 by executing programs stored in the memory 803.

[0068] Memory 803 is a storage medium such as RAM (Random Access Memory). Memory 803 temporarily stores the program code of the program executed by the processor 801, as well as data required during program execution.

[0069] The storage device 805 is a non-volatile storage medium such as a hard disk drive (HDD) or flash memory. The storage device 805 stores the operating system and various programs necessary to implement the above configurations. Note that the storage device 805 may be the same device as the memory 803.

[0070] The input interface unit 807 is a device for receiving input from the user. Specific examples of the input interface unit 807 include keyboards, mice, touch panels, various sensors, and wearable devices. The input interface unit 807 may be connected to the computer 800 via an interface such as USB (Universal Serial Bus).

[0071] The data I / F unit 809 is a device for inputting data from outside the computer 800. Specific examples of the data I / F unit 809 include drive devices for reading data stored on various storage media. The data I / F unit 809 may also be located outside the computer 800. In that case, the data I / F unit 809 would be connected to the computer 800 via an interface such as USB.

[0072] The communication interface unit 811 is a device for performing data communication via the Internet N with external devices of the computer 800, either via wired or wireless connection. The communication interface unit 811 may also be located outside the computer 800. In that case, the communication interface unit 811 is connected to the computer 800 via an interface such as USB.

[0073] The display device 813 is a device for displaying various types of information. Specific examples of the display device 813 include liquid crystal displays, organic EL (Electro-Luminescence) displays, and displays for wearable devices. The display device 813 may be located outside the computer 800. In that case, the display device 813 is connected to the computer 800 via, for example, a display cable. Furthermore, if a touch panel is used as the input I / F unit 807, the display device 813 can be integrated with the input I / F unit 807.

[0074] [Differentiation] The program for implementing System 1 (or Server Device 10 or Terminal Device 20) in the above embodiment can be installed or loaded onto a computer by downloading it via various recording media such as CD-ROMs or other optical discs, magnetic discs, or semiconductor memory, or via a communication network.

[0075] The present invention is not limited to the embodiments described above, and can be implemented in various other forms without departing from the spirit of the invention. The embodiments described above are merely illustrative in all respects and should not be construed as restrictive. [Explanation of Symbols]

[0076] 1 System 10 Server devices 11 Communications Department 12 Databases 13 Control Unit 20 Terminal devices 20a Terminal device 20b Terminal device 20c Terminal device 21 Communications Department 22 Databases 23 Control Unit 800 Computers 801 Processor 803 memory 805 Storage device 807 Input I / F Section 809 Data I / F section 811 Communication I / F Section 813 Display device N Network

Claims

1. Computers, An information processing device, A memory unit that stores customer service information about customer service staff who provide customer service in a store, A control unit that, based on search conditions received via the first terminal device, acquires candidate information from the storage unit that indicates a candidate for the customer service provider among the customer service provider information, A communication unit transmits the acquired candidate information to the first terminal device, and, upon receiving selection information indicating the customer service provider's selection from the first terminal device, transmits a request for customer service using XR (Extended Reality) technology for explaining a product or service to the second terminal device corresponding to the selection information. Equipped with, The memory unit stores customer service method information relating to customer service methods using XR technology, including customer service method information including type information of XR display device, in association with customer information. The communication unit receives the customer information relating to the customer operating the first terminal device. The control unit transmits control information for customer service using XR technology to the first terminal device via the communication unit, based on the customer service method information associated with the customer information received via the communication unit. A program to enable the device to function as an information processing unit.

2. The program according to claim 1, wherein the customer service information includes information about products or services that the customer service can explain.

3. The program according to claim 1, wherein the customer service information includes information relating to an evaluation of the customer service provider.

4. The program according to claim 1, wherein the search criteria include information about a product or service for which a description is desired.

5. The aforementioned storage unit stores skill information indicating information about products or services that need to be explained for customer service purposes in the store. The program according to claim 1, wherein the control unit acquires the candidate information from the storage unit based on the skill information corresponding to the goods or services offered at the store visited by the customer operating the first terminal device.

6. The program according to claim 1, wherein the control unit transmits control information for customer service using XR technology to the first terminal device via the control unit, based on information received from the second terminal device via the communication unit.

7. The first terminal device is A communication unit receives candidate information from a server device that shows candidates based on search criteria for customer service staff who provide customer service in a store, A control unit that controls the output unit to output an image, A storage unit that stores customer service method information relating to customer service methods using XR technology, including customer service method information including type information of XR display device, in association with customer information, An input unit that receives customer information relating to a customer operating the first terminal device, To make it function as, The communication unit transmits selection information indicating the service provider selected from the candidate information to the server device in response to the customer's input. The control unit receives control information for customer service using XR (Extended Reality) technology based on information transmitted from the second terminal device corresponding to the selection information via the communication unit, and controls the output unit based on the control information. The control unit further controls the output unit based on control information based on the customer service method information associated with the customer information received via the input unit. program.

8. The program according to claim 7, wherein the first terminal device is a device for a customer to make a payment.

9. The program according to claim 7, wherein the first terminal device is a device installed in the store of a provider of goods or services.

10. A memory unit that stores customer service information about customer service staff who provide customer service in a store, A control unit that, based on search conditions received via the first terminal device, acquires candidate information from the storage unit that indicates a candidate for the customer service provider among the customer service provider information, A communication unit transmits the acquired candidate information to the first terminal device, and, upon receiving selection information indicating the customer service provider's selection from the first terminal device, transmits a request for customer service using XR (Extended Reality) technology for explaining a product or service to the second terminal device corresponding to the selection information. Equipped with, The memory unit stores customer service method information relating to customer service methods using XR technology, including customer service method information including type information of XR display device, in association with customer information. The communication unit receives the customer information relating to the customer operating the first terminal device. The control unit transmits control information for customer service using XR technology to the first terminal device via the communication unit, based on the customer service method information associated with the customer information received via the communication unit. Information processing device.

11. The control unit stores customer service information about the customer service staff who provide customer service in the store in the memory unit. The control unit obtains candidate information from the storage unit that indicates a candidate for the customer service provider among the customer service provider information, based on the search conditions received via the first terminal device. The communications unit transmits the acquired candidate information to the first terminal device, and upon receiving selection information indicating the customer service provider's selection from the first terminal device, transmits a request for customer service using XR (Extended Reality) technology for explaining the product or service to the second terminal device corresponding to the selection information. Customer service method information relating to customer service methods using XR technology, including customer service method information including type information of XR display device, is stored in association with customer information. Receiving customer information relating to a customer operating the first terminal device, Based on the customer service method information associated with the customer information received via the communication unit, control information for customer service using XR technology is transmitted to the first terminal device via the communication unit, including, Information processing methods.

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