Customer service robots and programs

Abstract

To provide a receptionist robot and a program that can conduct customer reception including support for payment of a parking fee for a customer visiting a commercial facility by a vehicle.SOLUTION: A receptionist robot autonomously moves and supports a customer's shopping in a commercial facility including a plurality of shops, and comprises: a parking information acquisition unit that acquires a vehicle registration number of a vehicle on which the customer rides to visit the commercial facility and that is parked in a parking lot associated with the commercial facility, and the entering time of the vehicle with the vehicle registration number; and a purchase support unit (settlement processing unit) that performs settlement processing of settling payment of commodities purchased by the customer, and processing of adjusting a parking fee for the parking lot based on the current time, the registration number of the customer's vehicle, the entering time of the vehicle, and the total amount of the commodities purchased by the customer.SELECTED DRAWING: Figure 15

Description

Technical Field

[0001] Embodiments of the present invention relate to a customer service robot and a program.

Background Art

[0002] Conventionally, robots for serving customers who visit a store (hereinafter referred to as customer service robots) have been proposed. For example, a self-propelled robot that guides a customer who cannot identify the location of a product display in a store to the location of the product has been proposed. (For example, Patent Document 1).

[0003] In the customer support system disclosed in Patent Document 1, it was not possible to support the payment of parking fees for the store parking used by the customer.

Summary of the Invention

Problems to be Solved by the Invention

[0004] The problem to be solved by the present invention is to provide a customer service robot and a program that can serve customers who visit a commercial facility by vehicle, including supporting the payment of parking fees.

Means for Solving the Problems

[0005] The customer service robot according to the embodiment is a customer service robot that autonomously moves to support the shopping of customers in a commercial facility including a plurality of stores, and includes a parking information acquisition unit and a settlement processing unit. , Route setting section and The parking information acquisition unit acquires the vehicle registration number of a vehicle parked in a parking lot associated with the commercial facility and the entry time of the vehicle with the vehicle registration number when the customer visits the commercial facility. The settlement processing unit performs settlement processing for the price of the goods purchased by the customer and settlement processing for the parking fees of the parking lot based on the current time, the registration number of the customer's vehicle, the entry time of the vehicle, and the total amount of the goods purchased by the customer. The route setting unit sets a travel route that includes the stores to be visited within the commercial facility and an end point as close as possible to the parking lot, based on the purpose of the visit obtained from the customer.

Brief Description of the Drawings

[0006] [Figure 1] Figure 1 shows an example of the configuration of a customer service support system according to an embodiment. [Figure 2] Figure 2 is a front perspective view showing an example of a customer service robot according to the embodiment. [Figure 3] Figure 3 is a rear perspective view showing an example of a customer service robot according to this embodiment. [Figure 4] Figure 4 shows an example of the hardware configuration of a customer service robot according to an embodiment. [Figure 5] Figure 5 shows an example of the hardware configuration of a store device according to an embodiment. [Figure 6] Figure 6 shows an example of the data structure of a product master. [Figure 7] Figure 7 shows an example of the hardware configuration of a server device according to this embodiment. [Figure 8] Figure 8 shows an example of the data structure of a store management table. [Figure 9] Figure 9 shows an example of the data structure of a robot management table. [Figure 10] Figure 10 shows an example of the data structure of a user management table. [Figure 11] Figure 11 shows an example of the data structure of a transaction management table. [Figure 12] Figure 12 shows an example of the hardware configuration of a parking management device according to an embodiment. [Figure 13] Figure 13 shows an example of the data structure of a surveillance camera placement table. [Figure 14] Figure 14 shows an example of the data structure of a parking status management table. [Figure 15] Figure 15 is a functional block diagram showing an example of the functional configuration of a customer service robot, store equipment, server equipment, and parking management equipment. [Figure 16] Figure 16 shows an example of a check-in screen displayed on the front display of a customer service robot during check-in. [Figure 17]FIG. 17 is a diagram showing an example of a screen displayed on the front display unit of the customer service robot when instructing the purpose of visiting the store. [Figure 18] FIG. 18 is a diagram showing an example of a screen displayed on the front display unit of the customer service robot when selecting a store to visit. [Figure 19] FIG. 19 is a diagram showing an example of schematic information of the generated movement route displayed on the front display unit of the customer service robot. [Figure 20] FIG. 20 is a diagram showing an example of a screen displayed on the front display unit when the customer service robot is operating in the leading mode. [Figure 21] FIG. 21 is a diagram showing an example of a basic operation screen. [Figure 22] FIG. 22 is a diagram showing an example of a product screen. [Figure 23] FIG. 23 is a diagram showing an example of a selection screen for the receiving method. [Figure 24] FIG. 24 is a flowchart showing an example of the process flow performed by the customer service robot. [Figure 25] FIG. 25 is a flowchart showing an example of the process flow for obtaining parking information. [Figure 26] FIG. 26 is a flowchart showing an example of the process flow for setting an action plan. [Figure 27] FIG. 27 is a flowchart showing an example of the process flow for purchase support. [Figure 28] FIG. 28 is a flowchart showing an example of the process flow for parking fee settlement.

MODE FOR CARRYING OUT THE INVENTION

[0007] Hereinafter, embodiments will be described in detail with reference to the drawings. In the embodiments described below, a form in which the customer service support system 1 is applied to commercial facilities such as a shopping center or a station building where a plurality of stores are located will be described. Note that the present invention is not limited by the embodiments described below.

[0008] (System Configuration of Customer Service Support System) FIG. 1 is a diagram showing an example of the configuration of a customer service support system according to an embodiment. As shown in FIG. 1, the customer service support system 1 includes a customer service robot 10, a store device 20, a server device 30, a parking lot management device 40, and a customer terminal 50. The customer service robot 10, the store device 20, the server device 30, and the parking lot management device 40 are connected to a network N such as a LAN (Local Area Network).

[0009] The customer service robot 10 is an autonomous mobile robot. A plurality of customer service robots 10 are provided in a commercial facility to support the actions of customers using the commercial facility. Note that the number of customer service robots 10 is not limited to the example of FIG. 1. The detailed configuration of the customer service robot 10 will be described later (see FIGS. 2 and 3).

[0010] The store device 20 is an information processing device such as a POS terminal or a store server provided in each store existing in a commercial facility. The store device 20 executes various processes related to its own store under the control of a processor (not shown).

[0011] The server device 30 is the server device of the customer service support system 1. The server device 30 is realized by an information processing device such as a PC (Personal Computer), for example. The server device 30 stores and manages various data related to data processing of the customer service support system 1. For example, the server device 30 manages the current position and operating state of the customer service robot 10. Also, for example, the server device 30 manages products registered via the customer service robot 10 and products purchased via the customer service robot 10.

[0012] In the present embodiment, it is assumed that the server device 30 is realized by a single information processing device, but it may be a cloud server realized by a plurality of network-connected information processing devices. Also, when the server device 30 is a cloud server, a configuration including the store servers of each store may be adopted.

[0013] The parking management system 40 is installed in the parking lot of a commercial facility and manages the status of vehicle entry and exit, parking location, etc. For example, the parking management system 40 has a gate opening and closing device installed at the entrance and exit of the parking lot, a gate surveillance camera that monitors the entrance and exit of the parking lot, and parking location surveillance cameras installed to cover each parking location in the parking lot (see Figure 12), and manages parking locations and entry and exit times based on the vehicle registration number (number written on the license plate) attached to the vehicle. For example, the parking management system 40 recognizes the vehicle registration number of a vehicle from the image of the vehicle captured by the parking location surveillance camera and stores it in association with information indicating the parking location within the parking lot. In addition, the parking management system 40 stores the entry and exit times of vehicles obtained via the gate opening and closing device and the parking start time when parking is completed in the parking location, associating them with the vehicle registration number of the vehicle, and collects fees according to the parking time via the exit gate or customer service robot 10.

[0014] The customer terminal 50 is a portable terminal device such as a smartphone or tablet owned by the customer. In this embodiment, the customer terminal 50 is used, for example, when the customer performs a check-in operation to begin using the customer service robot 10. As an example, the check-in operation is performed by entering a user ID that can identify the customer. It should be noted that the customer service robot 10 can be used even if the user ID is not entered.

[0015] As an example, the customer terminal 50 is equipped with an application program (hereinafter also referred to as the "cooperation program") related to cooperation with the customer service robot 10. The processor of the customer terminal 50 works in cooperation with the cooperation program to perform various processes for cooperating with the customer service robot 10. For example, the processor of the customer terminal 50 displays a code symbol including the user ID on the display device provided by the customer terminal 50 in response to customer operations. Furthermore, the processor of the customer terminal 50 is capable of establishing short-range wireless communication with the customer service robot 10 in response to customer operations.

[0016] In the customer service support system 1 described above, customers visiting a commercial facility can enjoy customer service support from the customer service robot 10. Specifically, customers can receive customer service support from the customer service robot 10 in conjunction with them by operating the robot. The customer service robot 10 moves with the customer within the commercial facility and performs various processes such as recommending destination stores and providing support related to product purchases.

[0017] The customer service support system 1 is not limited to the configuration shown in Figure 1. For example, the customer terminal 50 may not be included in the customer service support system 1. Furthermore, the customer service support system 1 may include external systems that customers can use, such as e-commerce sites of stores located within the commercial facility, e-commerce sites operated by other stores located outside the commercial facility, and various search sites. In this case, the customer service robot 10, server device 30, etc. of the customer service support system 1 may be configured to refer to the purchase history of products purchased by the customer on the e-commerce site, the search history of things the customer searched for on the search site, etc., based on the user ID, etc., as described later.

[0018] (Configuration of the customer service robot) The configuration of the customer service robot 10 will be described with reference to Figures 2 and 3. Figure 2 is a front view showing an example of a customer service robot according to the embodiment. Figure 3 is a rear view showing an example of a customer service robot according to the embodiment.

[0019] Figures 2 and 3 illustrate the configuration of the customer service robot 10 using three mutually orthogonal axes: the X, Y, and Z axes. The X axis runs through the customer service robot 10 from front to back, extending from the rear to the front. The Y axis runs through the customer service robot 10 from left to right, extending from the left to the right when facing the customer service robot 10 directly. The Z axis runs through the customer service robot 10 from top to bottom, extending from the bottom to the top. Hereafter, the side of the customer service robot 10 in the positive X-axis direction will also be referred to as the front side of the customer service robot 10. The side of the customer service robot 10 in the negative X-axis direction will also be referred to as the rear side of the customer service robot 10.

[0020] The customer service robot 10 comprises a main body 11, a mobile unit 12, and an interface unit 13. To provide customers with a sense of psychological security, it is preferable that the customer service robot 10 has an appearance that mimics a character such as an animal. The customer service robot 10 in this embodiment has an appearance that mimics a kangaroo, with the main body 11 and mobile unit 12 corresponding to the kangaroo's body and the interface unit 13 corresponding to the kangaroo's head.

[0021] The main body 11 comprises a roughly cylindrical housing 111, a mounting base 112, and a cover portion 113 that extends from the lower rear side to the front side of the housing 111, covering the periphery of the mounting base 112. An opening 114 is provided on the front side of the housing 111, allowing access to the inside of the housing 111 through the opening 114. The mounting base 112 is provided in a state that protrudes from the inside of the housing 111 to the front side through the opening 114. Items such as goods can be placed on the mounting base 112. Alternatively, a reader / writer unit 157 (see Figure 4), which will be described later, may be provided on the mounting base 112. Here, the mounting base 112 is designed to correspond to a kangaroo's pouch in the appearance of the customer service robot 10.

[0022] In this embodiment, a portion of the mounting platform 112 is shown protruding from the housing 111. However, the configuration is not limited to this, and the mounting platform 112 may be provided inside the housing 111, allowing items to be stored within the housing 111. Furthermore, while the configuration shows a portion of the upper part of the mounting platform 112 covered by the housing 111, the configuration is not limited to this, and the upper part of the mounting platform 112 may not be covered.

[0023] Furthermore, the opening 114 may be provided with an openable and closable shielding member such as a lid or door to shield the items placed on the mounting platform 112. The shielding member may be made of a light-transmitting material so that the internal state can be seen from the outside. In addition, the closed state of the shielding member may be locked by providing an electronic lock or the like. This prevents items from falling from the mounting platform 112, for example, when the customer service robot 10 is moving. It also prevents items from being inadvertently removed from the mounting platform 112.

[0024] On the other hand, a rear display unit 115 is provided on the rear side of the housing 111. The rear display unit 115 is, for example, a touch panel display, and displays various information under the control of the control unit 154 (see Figure 4), which will be described later. In addition, a tail section 116 corresponding to the kangaroo's tail is provided on the lower rear side of the housing 111.

[0025] The movable part 12 is located below the main body 11 and supports the main body 11 from below. The movable part 12 is equipped with a drive unit 121 (see Figure 4) which has a motor and a rotation mechanism. In addition, multiple drive wheels, auxiliary wheels, etc., which are rotationally driven by the drive unit 121 are provided on the bottom side of the movable part 12 (none of which are shown).

[0026] The drive unit 121, under the control of the control unit 154 (described later), rotates the drive wheels, thereby enabling the customer service robot 10 to move. Specifically, the drive unit 121 changes the drive wheels being driven, the rotation speed of the drive source, and the direction of rotation, thereby enabling the customer service robot 10 to move in any direction and at any speed. In this embodiment, the customer service robot 10 is made to move with its front facing the direction of travel, but it is not limited to this, and the customer service robot 10 may also be made to move with its rear facing the direction of travel.

[0027] The interface unit 13 is located on the upper part of the main body unit 11. The interface unit 13 has a housing 131 and a front display unit 132. The front side of the housing 131 has an operating surface that slopes downward from top to bottom, and the front display unit 132 is provided on this operating surface. The front display unit 132 is, for example, a touch panel display and displays various information under the control of the control unit 154, which will be described later. The housing 131 is also provided with a pair of ear parts 133 corresponding to a kangaroo's ears.

[0028] Furthermore, a slit 134 is formed below the operating surface of the housing 111, into which a product card, described later, can be inserted. Inside the slit 134 is a reader / writer unit 157 (see Figure 4) capable of reading and writing to wireless tags such as RFID tags. Under the control of the control unit 154, described later, the reader / writer unit 157 reads information that can identify the product from the wireless tag of the product card inserted into the slit 134, and writes information indicating that the product has been purchased to the wireless tag.

[0029] Furthermore, the customer service robot 10 is equipped with a light-emitting unit 141 between the main body 11 and the interface unit 13. The light-emitting unit 141 has a light-emitting element such as an LED (Light Emitting Diode) and emits light according to the control of the control unit 154, which will be described later. The light-emitting unit 141 also has multiple colored light-emitting elements and switches the emitted color according to the control of the control unit 154, which will be described later. The light-emitting unit 141 informs various states, such as the status of the customer service robot 10 and the status of product purchases, by emitting light. In this embodiment, an example is shown in which the light-emitting unit 141 is provided in a collar-like shape at a position corresponding to the neck of a kangaroo, but the position and shape of the light-emitting unit 141 are not limited to this.

[0030] Furthermore, the customer service robot 10 is equipped with a stop button 142 on its back. The stop button 142 is an operator used to stop the customer service robot 10 from moving. When the stop button 142 is operated, the customer service robot 10 stops moving. In this embodiment, an example is shown in which the stop button 142 is located at a position corresponding to the kangaroo's neck, but the position in which the stop button 142 is provided is not limited to this.

[0031] Furthermore, the customer service robot 10 is equipped with a front imaging unit 1431 on the front side and a rear imaging unit 1432 on the rear side. The front imaging unit 1431 and the rear imaging unit 1432 have image sensors such as CCD (Charge Coupled Device) or CMOS (Complementary MOS).

[0032] The front imaging unit 1431 and the rear imaging unit 1432 image the area around the customer service robot 10, for example, to capture customers present in the vicinity of the customer service robot 10 and obstacles in its direction of travel. The front imaging unit 1431 is also used to image code symbols such as barcodes and QR codes attached to products presented by customers, and code symbols displayed on the customer terminal 50. In other words, the front imaging unit 1431 acquires code symbols such as barcodes and QR codes attached to products. Note that the installation positions of the front imaging unit 1431 and the rear imaging unit 1432 on the customer service robot 10 are not limited to the illustrated example. In addition, multiple front imaging units 1431 and rear imaging units 1432 may be provided. Hereinafter, when the front imaging unit 1431 and the rear imaging unit 1432 are not distinguished, they may simply be referred to as the imaging unit 143.

[0033] Furthermore, the customer service robot 10 is equipped with a front sound pickup unit 1441 on the front side and a rear sound pickup unit 1442 on the rear side. The front sound pickup unit 1441 picks up sound from the front side of the customer service robot 10 (for example, customer speech). The rear sound pickup unit 1442 picks up sound from the rear side of the customer service robot 10 (for example, customer speech). The front sound pickup unit 1441 and the rear sound pickup unit 1442 are, for example, omnidirectional microphones. Alternatively, the front sound pickup unit 1441 and the rear sound pickup unit 1442 may each be microphone arrays in which multiple microphones are arranged in an array. For example, by directing the directional characteristics of the microphone array constituting the front sound pickup unit 1441 toward the direction of the customer's presence detected by the front imaging unit 1431, the customer's speech can be picked up more clearly. Similarly, by directing the directional characteristics of the microphone array constituting the rear sound pickup unit 1442 toward the direction of the customer's presence detected by the rear imaging unit 1432, the customer's speech can be picked up more clearly.

[0034] Furthermore, the customer service robot 10 is equipped with a voice output unit 145. The voice output unit 145 outputs the voice and sounds of the customer service robot 10. The voice output unit 145 is, for example, a speaker. Note that the number and installation locations of the front sound pickup unit 1441, rear sound pickup unit 1442, and voice output unit 145 equipped on the customer service robot 10 are not limited to the illustrated example. Hereinafter, when the front sound pickup unit 1441 and the rear sound pickup unit 1442 are not distinguished, they may simply be referred to as the sound pickup unit 144.

[0035] Furthermore, the customer service robot 10 is equipped with various sensor units 158 (see Figure 4). For example, the customer service robot 10 is equipped with a distance measuring sensor. The distance measuring sensor is provided, for example, on the front and rear sides of the customer service robot 10, and detects objects around the customer service robot 10 and detects the distance to objects. The sensing results of the distance measuring sensor are output to the control unit 154, which will be described later, and are used for collision avoidance during movement, etc. The distance measuring sensor can be implemented as, for example, a sensor device that detects objects and measures distances using captured images or ultrasound, or a sensor device such as LiDAR (Light Detection and ranging) that detects objects using laser light.

[0036] Furthermore, the customer service robot 10 may be equipped with a vibration detection sensor or the like as a sensor unit 158 ​​capable of detecting contact or impact to the main body unit 11. The customer service robot 10 may also be equipped with a GPS (Global Positioning System) sensor as either the sensor unit 158 ​​or the positioning unit 159 (see Figure 4). The GPS sensor can, for example, detect the location of the customer service robot 10 within a commercial facility. The customer service robot 10 may also be equipped with a speed sensor as part of the sensor unit 158 ​​to detect its own movement speed, and a rudder angle sensor or gyro sensor to detect its own direction of movement.

[0037] The configuration of the customer service robot 10 is not limited to the illustrated example. For example, the customer service robot 10 may be equipped with a battery (not shown) in the main body 11 or mobile unit 12 to supply power to the robot itself. The interface unit 13 may also be equipped with a reader device for reading information from card media such as IC cards or credit cards. The customer service robot 10 may also be equipped with an automated cash register or printer.

[0038] (Hardware configuration of the customer service robot) The hardware configuration of the customer service robot 10 will be explained using Figure 4. Figure 4 is a diagram showing an example of the hardware configuration of a customer service robot according to an embodiment.

[0039] As shown in Figure 4, the customer service robot 10 is equipped with a CPU (Central Processing Unit) 151, a ROM (Read Only Memory) 152, and a RAM (Random Access Memory) 153.

[0040] The CPU 151 is an example of a processor that comprehensively controls each part of the customer service robot 10. The ROM 152 stores various programs. The RAM 153 is a workspace for displaying programs and various data.

[0041] The CPU 151, ROM 152, and RAM 153 are connected via a bus or the like to form a control unit 154 of the computer configuration. In the control unit 154, the CPU 151 operates according to a program stored in the ROM 152 or memory unit 161 and loaded into the RAM 153, thereby executing various processes.

[0042] The customer service robot 10 also includes the aforementioned drive unit 121, light-emitting unit 141, imaging unit 143 including a front imaging unit 1431 and a rear imaging unit 1432, sound-collecting unit 144 including a front sound-collecting unit 1441 and a rear sound-collecting unit 1442, and a sound output unit 145. The sound-collecting unit 144 collects sounds from the vicinity of the customer service robot 10, such as customer speech, and outputs the audio signal of the collected sound to the CPU 151. The sound output unit 145 outputs sound under the control of the CPU 151.

[0043] The customer service robot 10 also includes a display unit 155, an operation unit 156, a reader / writer unit 157, a sensor unit 158, a positioning unit 159, a communication unit 160, and a storage unit 161, etc.

[0044] The display unit 155 is a display device such as the rear display unit 115 and the front display unit described above. The display unit 155 is composed of an LCD (Liquid Crystal Display) or the like. The display unit 155 displays various image information under the control of the CPU 151.

[0045] The operation unit 156 consists of input devices such as touch panels and stop buttons 142, which are provided on the rear display unit 115 and the front display unit 132. The operation unit 156 outputs the operation content input via the input devices to the CPU 151. The operation unit 156 may also output voice (for example, customer speech) input via the sound pickup unit 144 to the CPU 151 as operation content.

[0046] The reader / writer unit 157 is a reader / writer device capable of writing to and reading from wireless tags. The reader / writer unit 157 has an antenna (not shown) that emits radio waves, and writes data to the wireless tag by transmitting the data to be written via this antenna. The reader / writer unit 157 also reads data from the wireless tag by acquiring the radio waves emitted by the wireless tag via the antenna.

[0047] The sensor unit 158 ​​consists of various sensor devices such as the distance measuring sensor and GPS sensor mentioned above. The sensor unit 158 ​​outputs the sensing results obtained through sensing to the CPU 151.

[0048] The positioning unit 159 measures the current location of the customer service robot 10. The positioning unit 159 can be implemented using positioning technology, for example, a GPS sensor. Alternatively, the positioning unit 159 may be implemented using a position measurement device that utilizes positioning technology such as beacon positioning. In this case, by providing terminals compatible with positioning technology such as beacon positioning at various locations in the commercial facility, the current location of the customer service robot 10 can be measured (identified) by the positioning system formed by the terminals and the positioning unit 159.

[0049] The communication unit 160 is a wireless communication interface that can connect to the network N. The communication unit 160 communicates with external devices such as the server device 30 and the store device 20 via the network N. The communication unit 160 also has short-range wireless communication capabilities such as Bluetooth (registered trademark). For example, the communication unit 160 performs short-range wireless communication with customer terminals 50 located around the customer service robot 10.

[0050] The memory unit 161 has a storage medium such as an HDD (Hard Disk Drive) or flash memory, and retains its contents even when the power is cut off. The memory unit 161 stores programs that the CPU 151 can execute and various setting information.

[0051] Note that the information stored in the memory unit 161 is not limited to the illustrated example. For example, the memory unit 161 may store map information 3161 (see Figure 7), facility information tables, product masters 2191 for each store, etc., as described later.

[0052] (Hardware configuration of store equipment) The hardware configuration of the store device 20 will be explained using Figure 5. Figure 5 is a diagram showing an example of the hardware configuration of the store device according to the embodiment.

[0053] Next, the hardware configuration of the store device 20 will be described. Figure 5 is a diagram showing an example of the hardware configuration of the store device 20. As shown in Figure 5, the store device 20 includes a CPU 211, a ROM 212, and a RAM 213.

[0054] The CPU 211 is an example of a processor that comprehensively controls each part of the store equipment 20. The ROM 212 stores various programs. The RAM 213 is a workspace for displaying programs and various data.

[0055] The CPU 211, ROM 212, and RAM 213 are connected via a bus or the like to form a control unit 214 of the computer configuration. In the control unit 214, the CPU 211 operates according to a program stored in the ROM 212 or memory unit 219 and loaded into the RAM 213, thereby executing various processes.

[0056] The store device 20 also includes a display unit 215, an operation unit 216, a communication unit 217, a connection unit 218, and a storage unit 219, etc.

[0057] The display unit 215 has a display device such as an LCD. The display unit 215 displays various information under the control of the CPU 211. The operation unit 216 has an input device such as a keyboard or a pointing device. The operation unit 216 outputs the operation content input via the input device to the CPU 211. The operation unit 216 may be a touch panel provided on the display unit 215.

[0058] The communication unit 217 is a wireless communication interface that can be connected to the network N. The communication unit 217 communicates with external devices such as the customer service robot 10 and the server device 30 via the network N. The communication unit 217 may also have a short-range wireless communication function, and may be configured to communicate with the customer service robot 10 via short-range wireless communication.

[0059] The connection unit 218 is an interface for connecting various devices installed in the store. For example, a reader device capable of reading code symbols, a printer device, etc., may be connected to the connection unit 218. Electronic shelf labels, etc., which are installed at various positions on the store's display shelves, may also be connected to the connection unit 218. When electronic shelf labels are connected, the control unit 214 controls the electronic shelf labels placed at the product display positions to display the product name, price, etc. If the electronic shelf labels are equipped with light-emitting elements such as LEDs, the control unit 214 controls the light-emitting elements on the electronic shelf labels to illuminate, etc., based on instructions from external devices such as the operation unit 216 or the customer service robot 10.

[0060] The memory unit 219 has a storage medium such as an HDD (Hard Disk Drive) or flash memory, and retains its contents even when the power is cut off. The memory unit 219 stores programs that the CPU 211 can execute and various setting information.

[0061] Furthermore, the memory unit 219 stores a product master 2191 containing information about the products sold at its own store. The product master 2191 is a data table for storing and managing information about the products sold at the store.

[0062] Figure 6 shows an example of the data structure of the product master 2191. As shown in Figure 6, the product master 2191 stores product information such as product name, price, additional information, and product image, associated with the store ID of its own store and the product code of the products sold at its store. Here, the store ID is an example of an identifier that can identify each store. The product code is an example of an identifier that can identify the type of product.

[0063] The "Product Name" field stores the name of the product corresponding to the product code. The "Price" field stores the price of the product corresponding to the product code. The "Additional Information" field stores additional information about the product corresponding to the product code. For example, the "Additional Information" field may store the product type, etc. Also, if the product is clothing, the size, color, design, material, brand, etc. will be stored in the "Additional Information" field. The "Product Image" field stores image data representing the product corresponding to the product code.

[0064] Note that the data structure of the product master 2191 is not limited to the example in Figure 6. For example, the product master 2191 may store the weight of a product in association with its product code. In addition, the product master 2191 may store information that identifies the display location of the product in each store and the electronic shelf label placed at that display location, in association with its product code.

[0065] Furthermore, the products registered in product master 2191 are not limited to products that can actually be picked up and taken home from a store (hereinafter also referred to as store products). For example, products registered in product master 2191 may be services.

[0066] Furthermore, in showroom-type stores that only display products, for example, the product code of the displayed product may be read to register and process payment for that product, and the product may be handed over to the customer using a specified delivery method (delivery, pickup at a counter, etc.). In such cases, additional information may be stored indicating whether the product corresponding to the product code is a store product that can be picked up at the store as described above, or a temporary product that cannot be picked up at the store, as described later. Also, for example, if payment for the displayed product is not made on the spot but on the store's e-commerce site, the e-commerce site address may be stored as additional information. In other words, displayed products are products that cannot be physically picked up on the spot. Hereafter, displayed products will also be referred to as temporary products. Furthermore, even if a product is a store product, if it is not in stock at the store, it is also a temporary product.

[0067] (Server hardware configuration) The hardware configuration of the server device 30 will be explained using Figure 7. Figure 7 is a diagram showing an example of the hardware configuration of the server device according to this embodiment.

[0068] As shown in Figure 7, the server device 30 includes a CPU 311, a ROM 312, and a RAM 313.

[0069] The CPU 311 is an example of a processor that comprehensively controls all parts of the server device 30. The ROM 312 stores various programs. The RAM 313 is a workspace for displaying programs and various data.

[0070] The CPU 311, ROM 312, and RAM 313 are connected via a bus or the like to form a control unit 314 of the computer configuration. In the control unit 314, the CPU 311 operates according to a control program stored in the memory unit 316 and loaded into the RAM 313, thereby executing various processes.

[0071] The server device 30 also includes a communication unit 315 and a storage unit 316, etc. The communication unit 315 is a wired or wireless communication interface that can be connected to the network N. The communication unit 315 communicates with external devices such as the customer service robot 10, store equipment 20, and parking management device 40 via the network N.

[0072] The memory unit 316 has a storage medium such as an HDD or flash memory, and retains its contents even when the power is cut off. The memory unit 316 stores programs that the CPU 311 can execute and various setting information.

[0073] Furthermore, the memory unit 316 stores map information 3161, a store management table 3162, a robot management table 3163, a user management table 3164, and a transaction management table 3165.

[0074] Map information 3161 is information that shows a map of a commercial facility. Map information 3161 stores the locations of stores within the commercial facility and store IDs that allow each store to be identified in relation to its location. For example, if the commercial facility has a multi-story structure, map information 3161 is prepared for each floor. In addition, map information 3161 also stores the locations of common spaces other than stores (e.g., elevators, escalators, toilets, rest areas, etc.) in relation to identifiers. Information on stores and common spaces is described in a format that shows the shape of these facilities, for example, in polygon format, and stored in map information 3161. Furthermore, map information 3161 stores information on passages inside the commercial facility as link data, for example, a sequence of points or a sequence of faces that make up the passages.

[0075] The store management table 3162 is a data table for storing and managing information about stores located within a commercial facility. Figure 8 shows an example of the data structure of the store management table 3162. As shown in Figure 8, the store management table 3162 stores store information such as store name, store type, keywords, and status, associated with the store ID of each store located within the commercial facility. The store name field stores information indicating the name of the store corresponding to the store ID.

[0076] The "Store Type" field stores information such as the type of business the store operates and the classification of the products it handles. For example, the "Store Type" field can be defined in stages, such as a broad category like restaurants or retail stores, a medium category indicating the classification of the products handled (e.g., Japanese food, Chinese food, clothing stores, electronics stores, etc.), and a more detailed subcategory (e.g., sushi, soba noodles, men's clothing, women's clothing, etc.).

[0077] The keyword field stores one or more keywords that describe the characteristics and features of a store. Keywords can be arbitrarily set for each store, but it is preferable to use keywords classified based on indicators derived from customer visit behavior. Furthermore, for stores in the same industry or genre, it is preferable to use keywords classified based on common indicators.

[0078] For example, restaurants can set keywords such as "want to eat," retail stores such as clothing stores can set keywords such as "want to buy," and stores such as arcades can set keywords such as "want to play." Furthermore, based on the characteristics of the products handled by the store, keywords such as "for men," "for women," and "for families" may be set. These keywords can also be used to explore the customer's purpose in the visit purpose confirmation screen Gb (see Figure 17), which will be described later. Therefore, it is preferable to set names based on the customer's visit behavior.

[0079] The status field stores information such as the store's congestion level and whether it is open or closed. By using the information stored in the status field, for example, when setting up a customer's behavior plan (as described later), it is possible to guide customers to stores that are as empty as possible. It is also possible to avoid directing customers to stores that are closed.

[0080] Note that the data structure of the store management table 3162 is not limited to the example in Figure 8. For example, the store management table 3162 may store location information indicating the location of the store corresponding to the store ID, associated with the store ID. Furthermore, the store management table 3162 may also store information about shared spaces other than stores.

[0081] The robot management table 3163 is a data table for storing and managing information about the customer service robots 10. Figure 9 shows an example of the data structure of the robot management table 3163. As shown in Figure 9, the robot management table 3163 stores robot information such as current location, status, user ID, user characteristics, and action plan, associated with the robot ID. Here, the robot ID is an example of an identifier that can identify each of the customer service robots 10.

[0082] The "Current Location" field stores information indicating the current location of the customer service robot 10. The "Status" field stores information indicating the current state of the customer service robot 10 corresponding to the robot ID. For example, it stores information indicating the current operating mode of the customer service robot 10. It also stores information indicating the remaining battery level of the customer service robot 10.

[0083] The User ID field stores the User ID of the customer being served by the customer service robot 10, that is, the customer who has checked in with the customer service robot 10 (hereinafter also referred to as the check-in user). As will be described later, the customer service robot 10 can operate even if the User ID field is empty.

[0084] The "User Features" field stores information indicating the outward appearance of a customer checking in with the customer service robot 10. For example, the "User Features" field stores front and back images (hereinafter also referred to as "customer images") of the customer's face and figure, as well as feature quantities indicating the characteristics of the customer's face and figure. User features are used to recognize the customer checking in from the images captured by the imaging unit 143. User features are also used by the customer service robot 10 to determine the customer's position when leading the customer and when following the customer. The "Action Plan" field stores the action plan generated by the customer service robot 10, which will be described later.

[0085] Note that the data structure of the robot management table 3163 is not limited to the example in Figure 9. For example, the robot management table 3163 may store the changes made to the customer service robot 10 by the personalization process described later as user settings, associated with the robot ID. Alternatively, the robot management table 3163 may store images, videos, audio, etc., acquired by the corresponding customer service robot 10, along with the date and time of acquisition, associated with the robot ID.

[0086] The user management table 3164 is a data table for storing and managing information about customers. Figure 10 shows an example of the data structure of the user management table 3164. As shown in Figure 10, the user management table 3164 stores user information such as username, characteristic information, vehicle registration number, parking location, parking start time, and user settings, associated with the user ID. Here, the user ID is an example of an identifier that can identify each customer.

[0087] The username field stores information indicating the customer's name. The characteristics field stores information indicating the characteristics of the customer corresponding to the user ID. For example, characteristics information may include information indicating the customer's gender, age, preferences, etc. Information indicating preferences may be set by the customer themselves, or it may be derived from the customer's purchase history, search history, etc. In the latter case, for example, the control unit 314 may be configured to extract the customer's purchase history corresponding to the user ID from the transaction management table 3165, etc., described later, and estimate the customer's preferences based on the extracted purchase history. Alternatively, for example, the control unit 314 may obtain purchase history and search history associated with the user ID from an external system and estimate the customer's preferences based on the obtained information. Note that there are no particular restrictions on the method of estimating preferences, and known technologies can be used.

[0088] The vehicle registration number field stores the vehicle registration number of the vehicle owned by the customer. The vehicle registration number is registered when the customer registers as a user of the customer service support system 1. Alternatively, the customer may enter it into the front display unit 132 of the customer service robot 10 during the check-in process described later.

[0089] The parking location field stores the parking location of the customer's vehicle. The customer service robot 10, for example, transports the goods purchased by the customer to the parking location based on the customer's instructions.

[0090] The "Parking Start Time" field stores the parking start time obtained from the parking management device 40 based on the vehicle registration number. The customer service robot 10, for example, uses the customer's vehicle parking start time to inform the customer of the parking time and parking fee.

[0091] The user characteristics field stores the same information as the user characteristics stored in the robot management table 3163 mentioned above.

[0092] Note that the data structure of the user management table 3164 is not limited to the example in Figure 10. For example, the user management table 3164 may include the terminal ID and address information of the terminal (customer terminal 50) used by the customer, associated with the user ID.

[0093] Furthermore, the user management table 3164 may store information that identifies the delivery destination of the product, such as the customer's address, in association with the user ID. The user management table 3164 may also store payment information in association with the user ID. Here, payment information refers to account information for using an electronic payment service that the customer has contracted in advance. Electronic payment services include code payments, electronic money payments, and credit card payments. If the electronic payment service is a credit card payment, the payment information may also be the customer's credit card number.

[0094] The transaction management table 3165 is a data table for storing and managing information about transactions conducted through the customer service robot 10. Figure 11 shows an example of the data structure of the transaction management table 3165. As shown in Figure 11, the transaction management table 3165 stores transaction information such as store ID, product code, price, purchased flag, parking fee, and settled flag, associated with the robot ID and transaction ID.

[0095] Here, the transaction ID is an identifier that can identify each transaction performed by the customer service robot 10 corresponding to the robot ID. For example, a unique transaction ID is issued by the customer service robot 10 each time a customer checks in, and the same transaction ID is used continuously until the customer performs a checkout operation to indicate the end of using the customer service robot 10 (or the end of customer service by the customer service robot 10).

[0096] In this embodiment, each customer service robot 10 issues a transaction ID, but the configuration is not limited to this, and the server device 30 may issue the transaction IDs. In this case, the control unit 314 of the server device 30 monitors the status of the customer service robots 10 based on the robot management table 3163, and when it detects a customer service robot 10 whose status has switched to customer service mode, it issues a transaction ID to that customer service robot 10. The control unit 314 of the server device 30 then notifies the corresponding customer service robot 10 of the issued transaction ID, allowing the customer service robot 10 to continue using the same transaction ID as long as it remains in customer service mode.

[0097] Here, the Store ID, Product Code, and Price fields register the Store ID, Product Code, and Price for products registered using the customer service robot 10 corresponding to the Robot ID. The Purchased Flag field stores information indicating whether or not payment (accounting) for the product corresponding to the Product Code has been completed.

[0098] The parking fee item stores the parking fee at the time the transaction management table 3165 is updated. Generally, the parking space is calculated based on the elapsed time from the time of entry into the commercial facility's parking lot entrance gate or the time of completion of parking. The parking fee item may also store the actual parking space after applying a discount service based on the customer's total purchase amount for the day. The parking space can be paid using the payment function of the customer service robot 10. The settled flag item stores information indicating whether the parking fee has been settled.

[0099] Note that the data structure of the transaction management table 3165 is not limited to the example in Figure 11. For example, the transaction management table 3165 may store the user ID of the check-in user who checked in to the corresponding customer service robot 10, associated with the robot ID. The transaction management table 3165 may also store information indicating whether the corresponding product is a store product or a temporary product, associated with the product code. Furthermore, the transaction management table 3165 may also store the date and time when the corresponding product was registered or settled, associated with the product code.

[0100] Furthermore, the transaction management table 3165 is updated each time a product is registered or payment is made by each of the customer service robots 10. The data stored in the transaction management table 3165 may be configured to either clear the data of the corresponding robot ID and transaction ID in response to instructions such as the end of customer service specified by the customer service robot 10, or to retain the data. In the latter case, the data stored in the transaction management table 3165 can be treated as the purchase history of each customer who uses the commercial facility.

[0101] Furthermore, the data tables held by the server device 30 are not limited to the above example. For example, the server device 30 may be configured to hold the product masters of all stores within the commercial facility as a comprehensive product master in the storage unit 316 or the like.

[0102] (Hardware configuration of the parking management system) The hardware configuration of the parking management device 40 will be explained using Figure 12. Figure 12 is a diagram showing an example of the hardware configuration of the parking management device according to the embodiment.

[0103] As shown in Figure 12, the parking management device 40 includes a CPU 411, a ROM 412, and a RAM 413.

[0104] The CPU 411 is an example of a processor that comprehensively controls each part of the parking management device 40. The ROM 412 stores various programs. The RAM 413 is a workspace for displaying programs and various data.

[0105] The CPU 411, ROM 412, and RAM 413 are connected via a bus or the like to form a control unit 414 of the computer configuration. In the control unit 414, the CPU 411 operates according to a control program stored in the memory unit 416 and loaded into the RAM 413, thereby executing various processes.

[0106] The parking management device 40 also includes a communication unit 415 and a storage unit 416, etc. The communication unit 415 is a wired or wireless communication interface that can be connected to the network N. The communication unit 415 communicates with external devices such as the server device 30 via the network N.

[0107] The memory unit 416 has a storage medium such as an HDD or flash memory and retains its contents even when the power is cut off. The memory unit 416 stores programs that the CPU 411 can execute and various setting information.

[0108] Furthermore, the memory unit 416 stores parking map information 4161, a surveillance camera placement table 4162, and a parking status management table 4163.

[0109] Parking map information 4161 is information showing a map of the parking lot. Parking map information 4161 stores information on the arrangement of parking spaces, entrance gates, and exit gates in the parking lot, associated with identification information for each parking space and identification numbers for each entrance and exit gate.

[0110] The surveillance camera placement table 4162 is a table that shows the placement information of parking position surveillance cameras 417 in the parking lot. Figure 13 is a diagram showing an example of the data structure of the surveillance camera placement table. As shown in Figure 13, the surveillance camera placement table 4162 stores the parking position surveillance camera ID and the parking position number to be monitored, etc., in association with the floor number of the parking lot. The parking position surveillance camera ID is identification information that uniquely identifies the parking position surveillance camera 417. The parking position number is a number assigned to each parking position that identifies the parking position. The parking position number is marked on the road surface or the wall surrounding the parking position at each parking position. Customers remember the parking position number of the parking position when they get out of their vehicle.

[0111] The parking status management table 4163 is a table that shows the status of each parking space in the parking lot. Figure 14 shows an example of the data structure of the parking status management table. As shown in Figure 13, the parking status management table 4163 stores the parking space number, information indicating whether it is in use or not, the vehicle registration number, the vehicle color, the vehicle's lighting status, the time of entry, the time of parking disclosure, etc., associated with the floor number of the parking lot.

[0112] The parking space number is the same information as the parking space number stored in the surveillance camera placement table 4162. The information indicating whether it is in use or not is a flag indicating whether the parking space with that parking space number is in use (a vehicle is parked there).

[0113] The vehicle registration number is the registration number of the vehicle parked in that parking space. The vehicle registration number is read by the parking management device 40 from the image captured by the entrance gate surveillance camera 419 when the vehicle enters through the entrance gate.

[0114] Similarly, the vehicle's color is read by the parking management device 40 from images captured by the entrance gate surveillance camera 419. The vehicle's lighting status is read by the parking management device 40 from images captured by the parking position surveillance camera 417, which monitors the parking location. The vehicle's color and lighting status are used, for example, to warn customers at commercial facilities if they leave their parked vehicles with their lights on.

[0115] The entry time is the time when the entrance gate surveillance camera 419 detects the vehicle's entry into the parking lot. The parking start time is the time when the vehicle is determined to have stopped in its parking spot and remained motionless for a predetermined period of time. Depending on the commercial facility, either the entry time or the parking start time may be used as the parking start time.

[0116] Note that the data structure of the parking status management table 4163 is not limited to the example in Figure 14. For example, the parking status management table 4163 may store the elapsed time since parking began, the number of occupants in the vehicle, etc. Also, the parking status management table 4163 may obtain and store information about the settled flag indicating that the parking fee has been settled from the transaction management table 3165 mentioned above.

[0117] Returning to Figure 12, the parking management device 40 includes a communication unit 415, a parking position monitoring camera 417, an entrance gate opening / closing device 418, an entrance gate monitoring camera 419, an exit gate opening / closing device 420, and an exit gate monitoring camera 421.

[0118] The communication unit 415 is a wired or wireless communication interface that can be connected to the network N. The communication unit 415 communicates with the server device 30 via the network N. The communication unit 415 may also communicate with the customer service robot 10 via the network N.

[0119] The parking position monitoring camera 417 is a camera that monitors parking positions in a parking lot. Multiple parking position monitoring cameras 417 are installed depending on the number of parking positions. However, it is not necessary to install the same number of parking position monitoring cameras 417 as there are parking positions; one parking position monitoring camera 417 may be installed to monitor multiple parking positions. Each parking position monitoring camera 417 is assigned a unique parking position monitoring camera ID, and which parking position each parking position monitoring camera 417 is monitoring is stored in the aforementioned monitoring camera placement table 4162.

[0120] The parking position surveillance camera 417 is installed in a position that allows it to capture images of the entire vehicle, including at least one of the vehicle registration numbers, from the front or rear of the vehicle parked in the parking position. Specifically, the parking position surveillance camera 417 is installed diagonally above and in front of the parking position, or diagonally above and behind the parking position, etc.

[0121] The entrance gate opening / closing device 418 is installed at the entrance of the parking lot and is equipped with a movable bar to restrict or permit vehicle entry. When the entrance gate opening / closing device 418 detects the approach of a vehicle, it closes the movable bar to restrict vehicle entry and sends an imaging instruction to the entrance gate surveillance camera 419. Furthermore, when the entrance gate opening / closing device 418 reads the vehicle registration number from the image captured by the entrance gate surveillance camera 419, it opens the movable bar to permit vehicle entry.

[0122] The entrance gate surveillance camera 419 is installed near the entrance gate opening / closing device 418 and captures images upon receiving an imaging instruction from the entrance gate opening / closing device 418. One image or multiple images may be captured. The images captured by the entrance gate surveillance camera 419 are processed by the control unit 414, and the vehicle registration number is read. The control unit 414 may also recognize the vehicle's color, the number of occupants, etc., from the captured images.

[0123] The exit gate opening / closing device 420 is installed at the exit of the parking lot and is equipped with a movable bar to restrict or permit vehicle entry. When the exit gate opening / closing device 420 detects the approach of a vehicle, it closes the movable bar to restrict vehicle entry and sends an imaging instruction to the exit gate surveillance camera 421. Furthermore, if the vehicle registration number read from the image captured by the exit gate surveillance camera 421 matches the vehicle registration number registered in the parking status management table 4163, and if the parking fee has been paid, the exit gate opening / closing device 420 opens the movable bar to permit the vehicle to exit.

[0124] The exit gate monitoring camera 421 is installed near the exit gate opening / closing device 420 and captures images upon receiving an imaging instruction from the exit gate opening / closing device 420. One image or multiple images may be captured. The images captured by the exit gate monitoring camera 421 are processed by the control unit 414, and the vehicle registration number is read.

[0125] In addition to the components shown in Figure 12, the parking management device 40 may also include a ticket issuing device that issues parking tickets indicating entry into the parking lot. However, since this embodiment is a system that does not require the issuance of parking tickets and has a configuration that eliminates the risk of losing parking tickets, the description of the ticket issuing device is omitted. Furthermore, the parking management device 40 may also include a payment machine for settling parking fees. However, in this embodiment, the customer service robot 10 handles the payment of parking fees, and the explanation assumes that the payment of parking fees is completed when the vehicle exits the parking lot, so the description of the payment machine is omitted.

[0126] (Functional configuration of the customer service support system) Next, we will describe the functional configuration of the customer service robot 10, store equipment 20, server equipment 30, and parking management equipment 40 mentioned above. Figure 15 is a functional block diagram showing an example of the functional configuration of the customer service robot, store equipment, and server equipment. First, we will describe the server equipment 30.

[0127] (Server device functional configuration) The control unit 314 of the server device 30 functions as an information management unit 3141, a robot management unit 3142, and a communication control unit 3143, with the CPU 311 operating according to programs stored in the ROM 312 and memory unit 316. Some or all of these functions may be implemented by hardware such as dedicated circuits.

[0128] The information management unit 3141 updates various data tables stored in the memory unit 316 in cooperation with the customer service robot 10, the store equipment 20, and the parking management device 40. For example, the information management unit 3141 acquires information related to the various data tables from the customer service robot 10, the store equipment 20, and the parking management device 40, and updates the various data tables based on the acquired information.

[0129] The method of acquiring information is not particularly limited, and various methods can be used. For example, the information management unit 3141 may acquire information in a push-type manner, passively acquiring information transmitted from the customer service robot 10, the store equipment 20, and the parking management device 40. Alternatively, the information management unit 3141 may acquire information in a pull-type manner, actively acquiring information by requesting it from the customer service robot 10, the store equipment 20, and the parking management device 40.

[0130] For example, when the information management unit 3141 obtains status information from the store device 20, it updates the status related to the store ID of the store device 20 stored in the store management table 3162.

[0131] For example, when the information management unit 3141 obtains location information, status, and action plan information from the customer service robot 10, it updates the corresponding data entry in the robot management table 3163, which is stored in association with the robot ID of the customer service robot 10. Also, when the information management unit 3141 obtains the user ID and user settings of the customer being served from the customer service robot 10, it updates the corresponding data entry in the user management table 3164, which is stored in association with the user ID. Furthermore, for example, when the information management unit 3141 obtains transaction information along with the transaction ID from the customer service robot 10, it adds or deletes data entries, updates purchased flags and settled flags, etc., to the transaction management table 3165 based on the robot ID and transaction ID of the customer service robot 10.

[0132] For example, when the information management unit 3141 obtains the parking start time and parking location for a vehicle with a vehicle registration number stored in the user management table 3164 from the parking management device 40, it updates the corresponding data entry in the user management table 3164.

[0133] In this embodiment, static information such as user ID, username, characteristic information, and vehicle registration number among the user information stored in the user management table 3164 is assumed to be pre-registered, but is not limited to this. For example, new users of the customer service support system 1 (hereinafter also referred to as member registration) may be registered via the customer service robot 10 or customer terminal 50. In this case, the user management table 3164 adds the user information of the new user obtained from the customer service robot 10 or customer terminal 50 to the user management table 3164.

[0134] Furthermore, the information management unit 3141 provides the map information 3161 and various data tables stored in the storage unit 316 so that they can be accessed by each of the customer service robots 10 and store equipment 20. The method of providing the data is not particularly limited. For example, the information management unit 3141 provides the map information 3161 and various data tables so that they can be accessed by each of the customer service robots 10 using technologies such as file sharing. Alternatively, for example, the information management unit 3141 extracts the relevant data entries from the various data tables in response to queries using robot ID, user ID, store ID, etc. as keys, and provides them to the requesting customer service robot 10.

[0135] The robot management unit 3142 comprehensively manages the operation of the customer service robots 10 within the commercial facility based on their location information, status, etc. For example, if there are customer service robots 10 in standby mode that are not serving customers, the robot management unit 3142 instructs the standby customer service robots 10 on where to move. As an example, the robot management unit 3142 instructs each customer service robot 10 to move to the entrance of the commercial facility or to an area where there are relatively few customer service robots 10, based on their location.

[0136] The communication control unit 3143 controls various communications between the server device 30 and the customer service robot 10. The communication control unit 3143 also controls various communications between the server device 30 and the store device 20. Furthermore, the communication control unit 3143 controls various communications between the server device 30 and the parking management device 40.

[0137] (Functional configuration of store equipment) The control unit 214 of the store device 20 functions as a store information transmission unit 2141, a robot cooperation unit 2142, a payment processing unit 2143, and a communication control unit 2144, with the CPU 211 operating according to programs stored in the ROM 212 and the memory unit 219. Some or all of these functions may be implemented by hardware such as dedicated circuits.

[0138] The store information transmission unit 2141 transmits store information about its own store to the server device 30. For example, the store information transmission unit 2141 transmits information indicating the store's congestion status and whether it is open or closed, along with its own store ID, to the server device 30. Here, the store's congestion status may be derived, for example, based on the number of customers (service robots 10) that visit the store per unit of time. Alternatively, the store's congestion status may be derived, for example, based on the number of people included in images captured by surveillance cameras installed in the store. The store information transmission unit 2141 may also transmit keywords related to the store entered by store staff, etc., along with its own store ID, to the server device 30. The store information transmission unit 2141 may also transmit its own store's product master 2191 to the server device 30.

[0139] The robot collaboration unit 2142 establishes communication with the accessing customer service robot 10, thereby enabling collaboration with the customer service robot 10. The robot collaboration unit 2142 provides the collaborated customer service robot 10 with access to the product master 2191 and other information held by the store equipment 20.

[0140] Furthermore, the robot coordination unit 2142 works in cooperation with the customer service robot 10 to control the illumination of electronic shelf labels installed in the store. For example, when the robot coordination unit 2142 receives an illumination instruction from the customer service robot 10 specifying the type of product or a specific product, it illuminates the electronic shelf label of the product of the type specified in the illumination instruction or the display location where the specified product is displayed.

[0141] The payment processing unit 2143 performs payment processing for goods sold in the store. For example, the payment processing unit 2143 calculates the total amount based on the product code and quantity of each product registered by the registration device or customer service robot 10 installed in the store, and then performs the process of settling the total amount with the customer's payment amount. Furthermore, once the payment processing is complete, the payment processing unit 2143 issues a receipt with a breakdown of the payment processing from a printer (not shown).

[0142] The communication control unit 2144 controls various communications between the store equipment 20 and the customer service robot 10 via network N or short-range wireless communication. The communication control unit 2144 also controls various communications between the store equipment 20 and the server equipment 30.

[0143] (Functional configuration of the parking management system) The control unit 414 of the parking management device 40 functions as a parking information management unit 4141, a parking information transmission unit 4142, and a communication control unit 4143, with the CPU 411 operating according to programs stored in the ROM 412 and the memory unit 416. Some or all of these functions may be implemented by hardware such as dedicated circuits.

[0144] When the parking information management unit 4141 acquires the status of a vehicle in the parking lot, it updates the various information stored in the parking status management table 4163.

[0145] The parking information transmission unit 4142 transmits information relating to the parking status of the relevant vehicle to the server device 30 in response to an inquiry from the server device 30. For example, the parking information transmission unit 4142 transmits to the server device 30 the parking position number and the time of entry or start of parking for a vehicle that matches the vehicle registration number inquired about by the server device 30.

[0146] The communication control unit 4143 controls various communications with the server device 30 via network N or short-range wireless communication, etc.

[0147] (Functional configuration of customer service robots) The control unit 154 of the customer service robot 10 functions as a display control unit 1541, operation reception unit 1542, read / write control unit 1543, motion control unit 1544, personalization processing unit 1545, action plan generation unit 1546, store collaboration unit 1547, purchase support unit 1548, parking information acquisition unit 1549, parking fee calculation unit 1550, and communication control unit 1551, with the CPU 151 operating according to the program stored in the ROM 152 and memory unit 161. Some or all of these functions may be implemented by hardware such as dedicated circuits.

[0148] The display control unit 1541 causes the display unit 155 to display various information. Specifically, the display control unit 1541 works in cooperation with the various functions of the customer service robot 10 to display various screens (GUI: Graphical User Interface) on the rear display unit 115 and the front display unit 132. Examples of screens displayed by the display control unit 1541 will be described later.

[0149] The operation reception unit 1542 receives user operations via the operation unit 156. For example, the operation reception unit 1542 receives operations on the rear display unit 115 and the front display unit 132. The operation reception unit 1542 also receives operations on the stop button 142. Furthermore, the operation reception unit 1542 receives customer utterances such as wake words via the sound collection unit 144. In addition, the operation reception unit 1542 receives operation instructions from the customer terminal 50 and operation instructions from the remote control device.

[0150] The read / write control unit 1543 reads information via the imaging unit 143, the reader / writer unit 157, etc. For example, when a code symbol such as a barcode or a two-dimensional code is captured by the imaging unit 143, the read / write control unit 1543 decodes the code symbol and reads the information held in the code symbol (e.g., product code). Also, for example, the read / write control unit 1543 reads information held in a wireless tag attached to a product (e.g., product code) by controlling the reader / writer unit 157. Also, for example, the read / write control unit 1543 writes information to the wireless tag by controlling the reader / writer unit 157.

[0151] For example, the read / write control unit 1543 reads the user ID from the code symbol displayed on the customer terminal 50. For example, the read / write control unit 1543 reads the product code from the code symbol attached to the product. The read / write control unit 1543 also reads the product code from the wireless tag attached to the product.

[0152] The motion control unit 1544 comprehensively controls the operation of the customer service robot 10. Specifically, the motion control unit 1544 controls the drive unit 121 and makes the customer service robot 10 move based on images captured by the imaging unit 143 and sensing results from various sensor units 158, thereby enabling the customer service robot 10 to move autonomously.

[0153] Furthermore, the motion control unit 1544 instructs the front imaging unit 1431 to capture an image of the customer when the customer checks in. At this time, both a front and rear image of the customer are captured. When capturing the customer image (front and rear image), it is desirable for the customer service robot 10 to take the image while circling the customer to avoid causing inconvenience to the customer. The motion control unit 1544 then extracts user features from the captured images and stores them in the user management table 3164 stored in the server device 30.

[0154] Furthermore, the motion control unit 1544 switches the operating mode of the customer service robot 10 according to the state of the customer service robot 10. The customer service robot 10 in this embodiment has three operating modes: a standby mode, a customer service mode, and a post-closing mode. In addition, the customer service robot 10 has two operating modes when in customer service mode: a lead mode and a follow mode.

[0155] Standby mode is the operating mode when the robot is not providing customer service. Customer service mode is the operating mode for providing customer service. Leading mode is the operating mode for leading customers to their destination, such as a store. Follow mode is the operating mode for following customers. After-hours mode is the operating mode for performing tasks other than customer service, such as after a commercial facility has closed.

[0156] In standby mode, the motion control unit 1544 displays a check-in screen on the front display unit 132 to initiate the use of the customer service robot 10. For example, in standby mode, the motion control unit 1544 displays check-in screen Ga (see Figure 16) on the front display unit 132. Details of check-in screen Ga will be described later.

[0157] Furthermore, the operation control unit 1544 may display a message on the rear display unit 115 indicating that check-in is possible, or an advertisement screen for a commercial facility, etc., while in standby mode. In addition, the operation control unit 1544 may output a voice prompt from the voice output unit 145 to encourage the user to perform the check-in operation.

[0158] Furthermore, the motion control unit 1544 may stop the customer service robot 10 at a predetermined location, make it travel along a predetermined route, or make it travel in response to instructions from the server device 30 during standby mode. When the motion control unit 1544 makes the customer service robot 10 travel during standby mode, it shall stop the customer service robot 10 if it detects the presence of a customer in the vicinity of the device or a voice calling out to it via the sensor unit 158 ​​or sound collection unit 144.

[0159] Furthermore, the motion control unit 1544 switches the customer service robot 10 to standby mode when a customer decides to eat while browsing the store. At this time, for example, a lockable door member provided on the top of the display stand 112 may be closed to protect the goods and luggage placed on the display stand 112 while it is in standby mode.

[0160] Furthermore, once the motion control unit 1544 has completed moving to all stores specified in the action plan, it terminates customer support based on the action plan, for example, in response to a checkout operation instructed by the customer. After terminating the support, the motion control unit 1544 clears various data held in its customer service robot 10, such as the user ID, user settings, action plan, and local transaction management table, and puts the customer service robot 10 into standby mode. Note that the checkout operation may be performed at any time, not limited to when the movement to all stores specified in the action plan has been completed.

[0161] When the customer service robot 10 enters standby mode, it moves to a predetermined location within the commercial facility, for example, under the control of the motion control unit 1544. As an example, when the customer service robot 10 enters standby mode, it moves to a charging area where its battery can be charged.

[0162] Furthermore, the customer service robot 10 in standby mode may be configured to move to a designated location in response to instructions from the store equipment 20 or the server equipment 30. In this case, the number of movable customer service robots 10 is not limited to one, and it is also possible to move multiple customer service robots 10 together.

[0163] The customer service mode is an operating mode for providing customer service. In customer service mode, the operation control unit 1544 activates the personalization processing unit 1545, the action plan generation unit 1546, the store collaboration unit 1547, the purchase support unit 1548, and the parking fee calculation unit 1550 to support customer behavior.

[0164] In customer service mode, the motion control unit 1544 controls the drive unit 121 and, based on the images captured by the imaging unit 143 and the sensing results from various sensor units 158, makes the customer service robot 10 move along a movement route (hereinafter also referred to as a patrol route or patrol order) generated by the action plan generation unit 1546, which will be described later, thereby making the customer service robot 10 autonomously move and guide customers. At that time, the motion control unit 1544 moves the customer service robot 10 in either lead mode or follow mode while maintaining a constant distance from the customer.

[0165] When the motion control unit 1544 switches to lead mode, it moves the customer service robot 10 toward the destination store based on the action plan generated by the action plan generation unit 1546. Specifically, the motion control unit 1544 moves the customer service robot 10 toward the destination stores specified in the action plan, at a speed corresponding to the travel time between stores specified in the action plan.

[0166] At this time, the motion control unit 1544 guides the customer toward the destination store by moving ahead of the customer while maintaining a predetermined distance from the check-in user. Specifically, based on the customer image (front image) stored at check-in, the motion control unit 1544 identifies a person matching the user's characteristics from the images captured by the rear imaging unit 1432, i.e., the check-in user. Then, the motion control unit 1544 moves ahead of the identified customer toward the destination store while maintaining a predetermined distance from that person. At this time, the motion control unit 1544 displays a guidance screen Gf (see Figure 20) on the rear display unit 115, informing the customer that it is being guided toward the destination store, thereby prompting the customer to follow the device. Details of the guidance screen Gf will be described later.

[0167] The motion control unit 1544 can accept customer input even while operating in lead mode. For example, if the motion control unit 1544 receives an input from the stop button 142 while the customer service robot 10 is moving, it will stop the movement of the customer service robot 10. Also, for example, if the motion control unit 1544 receives an input from the rear display unit 115, the main unit 11, or a wake word, it will stop the movement of the customer service robot 10. Furthermore, for example, the motion control unit 1544 will stop the movement of the customer service robot 10 in response to instructions from, for example, a customer terminal 50 that has been pre-paired with the customer service robot 10. The motion control unit 1544 then displays the generated action plan screen Gd (see Figure 19) on the rear display unit 115, making it possible to accept various operations. Details of the action plan screen Gd will be described later. Furthermore, when the motion control unit 1544 is moving according to a set travel route, if it receives an instruction from a customer, for example, that they want to go to a common space, it will change the action plan and lead the vehicle to the specified common space. At that time, the action plan generation unit 1546 will reset the travel route.

[0168] When the customer is being led in lead mode, if the customer moves away from the customer service robot 10, for example, by heading to a common area or restroom, the customer will move in a direction different from the direction of movement of the customer service robot 10, and the distance from the customer service robot 10 will deviate from a predetermined value, resulting in an action outside the action plan. When the motion control unit 1544 detects the customer's action outside the action plan based on the image captured by the imaging unit 143, it cancels lead mode and switches to follow mode, where the robot moves following the customer. Furthermore, if the customer enters a common area or restroom, the motion control unit 1544 has the customer service robot 10 wait at the entrance or exit until the customer comes out of the common area or restroom. Then, when a customer matching the user characteristics comes out of the common area or restroom, the motion control unit 1544 switches back to lead mode and continues guiding the customer to the destination store. The motion control unit 1544 also instructs the action plan generation unit 1546, described later, to reset the route to return to the original action plan from the position where the robot deviated from the action plan.

[0169] Furthermore, if, during the guidance of a customer, the customer decides to go to another store not registered in the action plan, the motion control unit 1544 will cancel the guidance mode and switch to follow mode. In this case, the motion control unit 1544 will continue the follow mode until the customer leaves the store, and when it detects that the customer has left the store based on location information output by the positioning unit 159, it will switch back to guidance mode and continue guiding the customer to the destination store. In this case, the motion control unit 1544 may also be configured to update the action plan, such as by changing the order in which destination stores are visited, in cooperation with the action plan generation unit 1546.

[0170] The motion control unit 1544 determines that the customer service robot 10 has reached its destination store when, through movement in lead mode, its current position enters the area of ​​the destination store or a predetermined range area based on the location information of the destination store. Once the motion control unit 1544 determines that the customer service robot 10 has reached its destination store, it switches the operation mode of the customer service robot 10 from lead mode to follow mode.

[0171] Furthermore, the area used for determining arrival at the destination store can be arbitrarily set. For example, the entire premises of the store may be used as the area for determining arrival. Alternatively, if the destination store is a specific store (restaurant) located in a food court, the entire food court may be used as the area for determining arrival.

[0172] Furthermore, the method for determining arrival at a store is not limited to location information; the operation control unit 1544 may also detect arrival at the destination store by coordinating with gate terminals or beacon terminals installed at the entrance (or exit) of the store. In this case, the operation control unit 1544 determines arrival at the destination store based, for example, on a store ID notified by the gate terminal or beacon terminal.

[0173] When the motion control unit 1544 switches to follow mode, it controls the movement of the customer service robot 10 to follow the check-in user (customer).

[0174] In this process, the motion control unit 1544 follows the customer by moving behind them while maintaining a predetermined distance from the check-in user. Specifically, based on the customer image (rear view) stored at check-in, the motion control unit 1544 identifies a person matching the user's characteristics from the images captured by the front imaging unit 1431, i.e., the check-in user. Then, the motion control unit 1544 moves behind the identified customer while maintaining a predetermined distance from that person.

[0175] Furthermore, when the motion control unit 1544 switches to follow mode, it may notify the customer of the switch to follow mode via screen display or voice. For example, when the motion control unit 1544 switches to follow mode, it may turn the front of the customer service robot 10 towards the customer and output information from the front display unit 132 or voice output unit 145 to notify the customer that they have arrived at the destination store, or to notify them of follow actions such as "I will accompany you." In addition, the rear display unit 115 may display information notifying the customer that it is operating in follow mode, or it may display other information. For example, the motion control unit 1544 may display information such as advertisements for the destination store that has been arrived at or advertisements encouraging the use of the customer service robot 10 on the rear display unit 115.

[0176] Of the operating modes of the customer service robot 10, the post-closing mode is an operating mode for performing tasks other than customer service, such as after the closing of a commercial facility.

[0177] The motion control unit 1544 switches the customer service robot 10 to post-closing mode when the current date and time reaches the end of the commercial facility's operating hours.

[0178] In post-closing mode, the customer service robot 10 performs operations different from those in the standby mode and customer service mode described above. For example, the motion control unit 1544 makes the robot travel along a predetermined route within the commercial facility and uses the imaging unit 143 to capture images of the surrounding environment, thereby performing patrol duties of the commercial facility and stores.

[0179] Furthermore, the customer service robot 10 in post-closing mode may be configured to support inventory management within a pre-set store. In this case, for example, the motion control unit 1544 operates the reader / writer unit 157 while patrolling the store to read product codes and individual item codes from the wireless tags of products present in the store. The motion control unit 1544 then compiles the number of products by type based on the reading results and transmits the inventory results to the store device 20.

[0180] The personalization processing unit 1545 performs personalization processing to change the settings related to the operation of the customer service robot 10 from its initial state in response to the check-in user's actions. The personalization processing unit 1545 also performs personalization processing to change the settings stored in the characteristic information and user settings of the user management table 3164.

[0181] The settings of the customer service robot 10 that can be changed are not particularly restricted as long as they do not interfere with the basic operation of the customer service robot 10. For example, the light color of the light-emitting unit 141, the UI (language settings according to the customer's native language, etc.), and the voice that the customer service robot 10 emits (male voice, female voice, etc.) can be changed. For example, the light color of the light-emitting unit 141 can be changed to the customer's preferred color based on the customer's attributes stored in the characteristic information of the user management table 3164 or the customer's preference information stored in the user settings. Also, if the customer service robot 10 has a voice assistant function, the wake word used to invoke (activate) the voice assistant function can be changed. In addition, various notification methods and payment methods performed by the customer service robot 10 can be set. The initial settings of the customer service robot 10 may be the same or different.

[0182] Furthermore, there are no specific restrictions on how settings can be changed; they can be changed via screen operation or voice control. For example, the personalization processing unit 1545 may display a screen on the front display unit 132 to confirm whether or not to change the settings after the check-in operation. In this case, when the personalization processing unit 1545 is instructed to change the settings, it displays a settings change screen on the front display unit 132 showing the items that can be changed (neither is shown in the diagram). Once the customer has decided on the changed settings, the personalization processing unit 1545 changes the settings of its own device to the changed settings. It should be noted that during customer service mode, settings can be changed at any time.

[0183] Furthermore, when a setting change is made, the personalization processing unit 1545 associates the changed setting with the user ID of the check-in user and registers it as a user setting in the user management table 3164.

[0184] Furthermore, if the check-in user is a member, the personalization processing unit 1545 may read the user settings stored in association with the check-in user's user ID from the user management table 3164 and change the settings of its own device based on those user settings. Also, if the code symbol displayed on the customer terminal 50 includes user settings, the personalization processing unit 1545 may change the settings of its own device based on the user settings read by the read / write control unit 1543 during check-in.

[0185] In this way, the customer service robot 10 allows for customer-specific customization by changing its settings according to customer operations. This makes it easy for customers to distinguish between the customer service robot 10 that is serving them and other customer service robots 10. Furthermore, customers can use a customer service robot 10 customized to their preferences when shopping, etc.

[0186] In this embodiment, it is possible to change settings regardless of whether the check-in user is a member of the customer service support system 1. If the check-in user is not a member, the personalization processing unit 1545 reflects the changes in its own device without registering them in the user management table 3164. Alternatively, the system may be configured to restrict the check-in user from changing settings if they are not a member.

[0187] The behavior plan generation unit 1546 performs processing to support customer behavior within the commercial facility. Specifically, the behavior plan generation unit 1546 narrows down destinations while confirming the purpose of visit and conditions obtained from the customer, and generates a behavior plan including stores to visit and travel routes within the commercial facility, which is then proposed to the customer. The behavior plan generation unit 1546 is an example of a route setting unit in this disclosure.

[0188] When the action plan generation unit 1546 receives an operation to confirm a destination store, it generates an action plan showing the route to the destination store based on the location information of each destination store, the current location of its own customer service robot 10, and the map information 3161. The action plan generation unit 1546 then displays the action plan screen Gd (see Figure 19), which represents the generated action plan, on the front display unit 132. Details of the action plan screen Gd will be described later. The action plan generation unit 1546 may also set a travel route such that the end position of the travel route is as close as possible to the parking lot where the customer parked their vehicle, or to the parking location.

[0189] When the operation control unit 1544 arrives at a store specified in the action plan, it measures the elapsed time since arrival at that store. When the elapsed time being measured approaches or reaches the time allotted for staying at that store as specified in the action plan, the operation control unit 1544 notifies the customer, either through display or voice, that it is time to move to the next store.

[0190] The itinerary plan must contain at least information for each destination store to specify the order in which to visit that store. The itinerary plan may also include information indicating the location of each destination store (e.g., floor number). Furthermore, the itinerary plan may include the distance between destination stores, the time required for travel between them, the time spent at each destination store, the total time including travel time and time spent at each store.

[0191] In this case, a uniform stay time may be set for each store. Alternatively, the stay time may be set according to the destination store and its type, based on the average stay time calculated in advance for each store or store type. Furthermore, in a configuration where the activity history is recorded in association with the user ID of the check-in user, the stay time for destination stores may be extracted from past activity history, and the average of the extracted stay times may be set as the stay time.

[0192] Furthermore, there are no particular restrictions on the method for determining the order in which destination stores are visited, and known technologies such as route search can be used. The action plan generation unit 1546 may also arrange the order of visits as appropriate. For example, the action plan generation unit 1546 may arrange the destination stores in order of proximity to the current location. Also, if the customer's preferred products are available at multiple stores, the action plan generation unit 1546 may set the order of visits by selecting the stores that result in the shortest total travel distance. In addition, the action plan generation unit 1546 may take into account the congestion status of the destination stores and arrange the destination stores in the order that minimizes waiting time.

[0193] When the motion control unit 1544 determines that the destination store has been reached, it activates the store coordination unit 1547 and coordinates its own customer service robot 10 with the store equipment 20 installed at the destination store. The store coordination unit 1547 accesses the store equipment 20 via network N or short-range wireless communication, thereby enabling the customer service robot 10 to operate in coordination with the store equipment 20 at the destination store. For example, when the customer service robot 10 reaches the destination store, the store coordination unit 1547 accesses the store equipment 20 at that destination store, enabling it to refer to the product master 2191, etc., held by the store equipment 20.

[0194] Furthermore, the motion control unit 1544 may work in cooperation with the store equipment 20 to illuminate the electronic shelf labels. For example, if a task is set for the destination store reached by the customer service robot 10 to illuminate the electronic shelf labels at the display locations of a specific type of product, the motion control unit 1544 will work in cooperation with the store equipment 20 to illuminate the electronic shelf labels at the corresponding display locations. In this case, by illuminating the electronic shelf labels with the illumination color set by the personalization processing unit 1545, it is possible to easily distinguish them from electronic shelf labels that illuminate according to the settings of other customers being served by other customer service robots 10.

[0195] Specifically, the store coordination unit 1547 searches the product master 2191 for products that match the type set in the task and identifies the display location of those products. Then, the store coordination unit 1547 works in cooperation with the store device 20 to control the illumination of the electronic shelf labels placed at the identified display location.

[0196] As a result, when a customer arrives at their destination store guided by the customer service robot 10, they can easily find the location of the product they intend to purchase. Therefore, the customer service robot 10 can efficiently assist customers in purchasing the product they intend to buy.

[0197] Incidentally, some of the stores specified in the action plan may be located beyond the range of movement of the customer service robot 10. For example, the action pattern may include movement across different floors. In such cases, the motion control unit 1544 moves the customer service robot 10 to the different floor using an elevator.

[0198] Specifically, the operation control unit 1544 communicates wirelessly with the elevator to call the elevator and specify the target floor.

[0199] If there is no elevator, or if the elevator is unusable, the motion control unit 1544 requests assistance from a standby customer service robot 10 located on the target floor. The motion control unit 1544 then continues to assist the customer by transferring its pre-configured behavior pattern to the other customer service robot 10. The customer service robot 10 that requested assistance guides the customer to the entrance of the escalator. It then moves the customer service robot 10 that has taken over the configuration to the exit of the escalator at the target floor. The customer then uses the escalator to reach the target floor. After that, the customer service robot 10 at the exit of the escalator continues to guide the customer.

[0200] Specifically, based on the action plan, the motion control unit 1544 determines whether the floor number where its customer service robot 10 is located is the same as the floor number where the destination store is located. If the floor numbers are the same, the motion control unit 1544 guides the customer to the destination store in the lead mode described above.

[0201] On the other hand, if the floor number is different, the motion control unit 1544 refers to the robot management table 3163 and searches for other customer service robots 10 that are located on the same floor as the destination store and whose status is in standby mode. Next, the motion control unit 1544 transfers various data such as the user ID of the check-in user, user characteristics, user settings, action plan, and local transaction management table held by its own customer service robot 10 to the other customer service robot 10 that was found, and moves the other customer service robot 10 to the location of the transfer point.

[0202] Here, the method of data transfer is not particularly specified. For example, the motion control unit 1544 may directly send data to another customer service robot 10. Alternatively, the motion control unit 1544 may notify the other customer service robot 10 of its own robot ID, the user ID of the check-in user, etc., so that the other customer service robot 10 can read the data necessary for the transfer from the various data tables of the server device 30. Or, the motion control unit 1544 may instruct the server device 30 to send its own various data tables to the customer service robot 10 that will receive the data.

[0203] Furthermore, data transfer between customer service robots 10 is not limited to cases where the robots move across different floors. For example, even on the same floor, if the range of movement of a customer service robot 10 is limited (for example, if there are steps even on the same floor), the system may be configured to transfer data between customer service robots 10 responsible for different areas of the floor. Also, if different customer service robots 10 are responsible for the commercial facility and the parking lot, the system may be configured to transfer data between different customer service robots 10 when moving between the commercial facility and the parking lot. Moreover, if a customer service robot 10's battery runs out and it is unable to complete the entire movement pattern, the data may be transferred to another customer service robot 10.

[0204] The purchase support unit 1548 performs processing to support the purchase of goods. For example, the purchase support unit 1548 performs processing to register goods corresponding to a product code as a purchase target based on a product code read from a code symbol or wireless tag. Specifically, when the purchase support unit 1548 reads a product code by the read / write control unit 1543, it reads product information such as the product name and price of the goods corresponding to that product code from the product master 2191 and registers it in a data table (hereinafter also called the local transaction management table) stored in RAM 153 or the like. Here, the local transaction management table may have a data structure similar to, for example, the transaction management table 3165, or it may have a data structure that excludes the robot ID from the transaction management table 3165.

[0205] Furthermore, the purchase support unit 1548 executes settlement processing for products registered in the local transaction management table in response to customer operations. Specifically, the purchase support unit 1548 executes settlement processing to settle the total amount of products registered in the local transaction management table with the amount paid by the customer. Once the settlement processing is complete, the purchase support unit 1548 assigns a purchased flag to the product code of the settled product registered in the local transaction management table, associating it with the product code.

[0206] Furthermore, the purchase support unit 1548 settles the parking fee in response to customer operations. Specifically, upon receiving instructions from the customer to settle the parking fee, the purchase support unit 1548 obtains the parking fee from the parking fee calculation unit 1550, which will be described later. The purchase support unit 1548 then calculates the payment amount (settlement amount), taking into account the parking fee discount service corresponding to the purchase amount, based on the parking fee, the current time, the time the vehicle entered the parking lot (or the time parking began), and the total amount of goods purchased by the customer (hereinafter also referred to as the purchase amount). The purchase support unit 1548 presents the calculated settlement amount to the customer, obtains the customer's payment instruction, and executes the settlement process. The purchase support unit 1548 is an example of a settlement processing unit in this disclosure. Once the settlement process is complete, the purchase support unit 1548 adds a settled flag to the local transaction management table.

[0207] Furthermore, the motion control unit 1544 may, on the condition that the payment processing for parking fees is completed, acquire the vehicle's parking location and guide the customer to the vehicle's parking location. Note that the motion control unit 1544 is an example of a movement control unit in this disclosure.

[0208] Furthermore, although it takes time from the completion of payment for parking fees to actually vacating the vehicle out of the parking lot, no additional parking fees will be charged if the vehicle is vacated within a predetermined time (for example, 15 minutes) after the completion of payment for parking fees.

[0209] Furthermore, the purchase support unit 1548 informs the customer of the amount needed to receive the parking fee discount service, calculated by the parking fee calculation unit 1550 (described later), by displaying it on the front display unit 132. For example, the purchase support unit 1548 may display a message such as, "If you spend another 500 yen, your parking fee will be waived." Such guidance displays may be made upon request from the customer or at predetermined time intervals (for example, every 30 minutes). Note that the purchase support unit 1548 is an example of a price guidance unit in this disclosure. The purchase support unit 1548 may also provide guidance such as, "If you leave the parking lot within the next 20 minutes, your parking fee will be free."

[0210] Furthermore, there are no specific restrictions on payment methods; electronic payment processing such as QR code payments, credit card payments, and electronic money payments is possible. In addition, if the customer service robot 10 is equipped with an automated cash payment machine, cash payments will also be available.

[0211] If the customer service robot 10 is not equipped with an automated cash payment machine, the purchase support unit 1548 will transmit payment data to an external device capable of cash payment via network N or short-range wireless communication, thereby causing the device to perform the cash payment. For example, the purchase support unit 1548 will transmit payment data to the store's store equipment 20, causing the store equipment 20 to perform the cash payment. Note that the destination of the payment data is not limited to the store equipment 20; the payment data may also be transmitted to an accounting machine for cash payments installed within the commercial facility.

[0212] Furthermore, the purchase support unit 1548 may determine the destination external device based on the status of the external device capable of cash payment. For example, the destination external device may be determined based on the amount of change available in the external device or the usage status of the external device. In addition, when the payment is to be made by an external device, it is preferable for the purchase support unit 1548 to work in cooperation with the operation control unit 1544 to guide the customer to the destination external device.

[0213] Furthermore, upon completion of the payment processing, the purchase support unit 1548 outputs a receipt showing the details of the transaction. For example, if the customer service robot 10 is equipped with a printer, or if a printer is connected to the customer service robot 10, the purchase support unit 1548 controls the printer to output a receipt from it.

[0214] The purchase support unit 1548 may also print a receipt in the form of an electronic receipt. In this case, the purchase support unit 1548 may send the electronic receipt to the customer terminal 50 with which pairing has been established. Alternatively, the purchase support unit 1548 may send the electronic receipt to an address stored in the user management table 3164.

[0215] In this case, the purchase support unit 1548 may print a receipt each time a payment is processed, or it may print a receipt for each store. In the latter case, the purchase support unit 1548 may print a receipt when the customer service robot 10 leaves the store. Furthermore, the purchase support unit 1548 may print a collection of receipts for all the payment processes performed at each store once the visit to all stores specified in the action plan has been completed. The timing of receipt printing can be selected by the customer. The timing of receipt printing can also be set through a personalization process.

[0216] Furthermore, when the purchase support unit 1548 updates the local transaction management table upon registration of a product or completion of payment processing, it sends the contents of the updated local transaction management table, along with its own robot ID and the transaction ID of the transaction, to the server device 30, thereby updating the transaction management table 3165 of the server device 30. As a result, the latest status of transactions performed by each customer service robot 10 is reflected in the transaction management table 3165 of the server device 30. In this embodiment, the transaction status is stored in the transaction management tables of both the customer service robot 10 and the server device 30, but this is not limited to this configuration, and the status may be stored in either one of the transaction management tables.

[0217] Furthermore, the purchase support unit 1548 is equipped with functions to assist customers in selecting potential purchase items. Specifically, the purchase support unit 1548 has a recommendation function that selects and presents products suitable for the customer's preferences as potential purchase items.

[0218] For example, in a clothing store or similar establishment, when a standard product is selected as the basis for recommendations by reading the product code, the purchase support unit 1548 selects products suitable for combination (or substitution) as recommended products based on additional information such as size, color, and design included in the product's supplementary information. The purchase support unit 1548 then presents the selected recommended products to the customer by displaying them on the front display unit 132. The customer can then instruct the system to register the presented recommended products as items to purchase or to reject them.

[0219] The method of selecting products is not particularly limited, and publicly known recommendation technologies can be used. For example, the purchase support unit 1548 may select products that conform to the customer's purchasing tendencies and preferences based on the customer's purchase history, search history, etc., which are stored in association with the customer's user ID. In the above example, a standard product is selected first, and then potential purchase products are selected based on that product, but this is not limited to this, and potential purchase products may be selected from a state where no products have been selected. In this embodiment, the potential purchase products to be selected are store products sold in stores and registered in the product master 2191, but this is not limited to this.

[0220] In this embodiment, the purchase support unit 1548 restricts the customer's actions so that registered items cannot be taken outside the store until payment is completed within the store. For example, the purchase support unit 1548 works in cooperation with the motion control unit 1544 to restrict the customer service robot 10 from leaving the store until payment is completed for all registered store items. Alternatively, if the system is configured to allow the customer to move outside the store even if there are unpaid store items, the purchase support unit 1548 stops the customer service robot 10 from moving when it moves a predetermined distance from the store and displays a screen on the front display unit 132 or rear display unit 115 requesting payment for the unpaid store items.

[0221] Furthermore, the purchase support unit 1548 may notify store staff or customers themselves if there are unpaid items among the registered store products. For example, the purchase support unit 1548 may notify that there are unpaid store products by changing the color of the light-emitting unit 141 or by making the light-emitting unit 141 flash. Alternatively, the purchase support unit 1548 may notify store staff by displaying the registration and payment status of products on the rear display unit 115, for example, the number of registered items and the number of paid items. Store staff or employees of commercial facilities can easily understand the status of a transaction, such as whether or not there are unpaid items, by checking the display on the rear display unit 115.

[0222] Furthermore, the purchase support unit 1548 may allow payment processing for a registered provisional product to be performed not only within the store but also after leaving the store. This allows customers to compare the provisional product with similar products at another store before purchasing the product they like.

[0223] Incidentally, products purchased at each store can be placed on the display stand 112 provided by the customer service robot 10, allowing the robot to transport them. On the other hand, depending on the form of the product and the customer's wishes, it is conceivable that the purchased product may not be received on the spot, but rather at another time or location. For example, if the store is a showroom, the products inside the store are display items, so the actual product cannot be received on the spot. Also, for example, if the display stand 112 of the customer service robot 10 is already occupied by luggage brought by the customer or other products, it may not be possible to place the newly purchased product on the display stand 112.

[0224] Therefore, the purchase support unit 1548 may display a delivery method selection screen Gk (see Figure 23) on the front display unit 132 for products for which payment processing has been completed, allowing the customer to select how to receive the product. Details of the delivery method selection screen Gk will be described later. The purchase support unit 1548 identifies the delivery method by obtaining the customer's selection result. Next, the purchase support unit 1548 requests the customer to specify detailed information according to the selected delivery method. For example, if postal delivery is selected, the unit instructs the customer to enter the delivery address information. If counter pickup, locker pickup, or exit pickup is specified, the unit instructs the customer to specify the specific location of the counter, locker, or exit. Furthermore, if parking lot pickup is specified, the unit 1548 verifies whether the parking location of the customer's vehicle, obtained from the parking management device 40 via the server device 30, is correct.

[0225] The parking information acquisition unit 1549 obtains from the user management table 3164 stored in the server device 30 the vehicle registration number of the vehicle that the customer drove when visiting the commercial facility and parked in the parking lot associated with the commercial facility, the time the vehicle entered the parking lot (or the time parking began), and the parking location of the vehicle with that registration number.

[0226] The parking fee calculation unit 1550 calculates the parking fee based on the current time and the time the customer's vehicle entered the parking lot, according to the parking time. The parking fee calculation unit 1550 also obtains the purchase amount of the goods purchased by the customer from the transaction management table 3165 held by the customer service robot 10, and calculates the discount amount for parking fees based on the purchase amount of the goods, which is predetermined in the commercial facility. Then, by subtracting the discount amount from the parking fee to which no discount is applied, the parking fee calculation unit 1550 calculates the parking fee that the customer would have to pay if they were to exit the parking lot at that time (hereinafter also referred to as the post-settlement parking fee) and the amount that is insufficient to receive further discounts on the parking fee. Note that the parking fee calculation unit 1550 is an example of an amount calculation unit in this disclosure.

[0227] The communication control unit 1551 controls communication between the customer service robot 10 and the server device 30, and communication between the customer service robot 10 and the store device 20. Furthermore, as will be described later, the communication control unit 1551 controls communication with the elevator when the customer service robot 10 uses the elevator to move between floors of different numbers.

[0228] Although data exchange between different devices is carried out by the communication control units of each device, the explanation would become complicated, so the explanations of communication control units 1551, 2144, 3143, and 4143 will be omitted in the following operation descriptions.

[0229] (Specific example of check-in process) Figure 16 illustrates an example of the check-in process. Figure 16 shows an example of the check-in screen displayed on the front display of the customer service robot during check-in.

[0230] The check-in screen Ga displays an image resembling a face, including eyes and a nose. Additionally, the check-in screen Ga displays a message Gaa prompting the customer to complete the check-in process.

[0231] The check-in procedure is not particularly restricted, but it is preferable to provide separate procedures for customers whose user information is registered in the user management table 3164 (hereinafter also referred to as members) and for non-members whose user information is not registered in the user management table 3164. In this embodiment, the operation of entering the user ID into the customer service robot 10 is used as the check-in operation for members. The check-in operation for non-members is used as a touch operation on the check-in screen Ga. Figure 16 shows an example where the check-in screen Ga displays an image Gab instructing the customer to present a two-dimensional code containing their registered user ID on their customer terminal 50 in order to prompt them to enter their user ID.

[0232] Image Gab may also include information guiding the customer service robot 10 to read the code symbol displayed on the customer terminal 50. Furthermore, if a check-in code symbol is displayed on the check-in screen Ga, Image Gab may include the code symbol and information guiding the customer to read it on the customer terminal 50. In the latter case, it is preferable to include information for establishing pairing with the customer service robot 10 (described later) in the code symbol displayed on the check-in screen Ga. In this case, the operation control unit 1544 may accept user ID input by obtaining the user ID from the customer terminal 50 with which pairing has been established.

[0233] For example, when a two-dimensional code displayed on the customer terminal 50 is held up to the front imaging unit 1431, the read / write control unit 1543 reads the user ID from the two-dimensional code. When the operation control unit 1544 receives the input of the user ID via the read / write control unit 1543, it searches the user management table 3164 for the input user ID to verify whether the user is a member or not. If the input user ID is registered in the user management table 3164, the operation control unit 1544 determines that a check-in operation has been performed by a member and switches the operation mode of the customer service robot 10 from standby mode to customer service mode. The operation control unit 1544 may also issue a transaction ID when it switches to customer service mode. In addition, the operation control unit 1544 acquires the image and features of the customer who performed the check-in operation as user features from the image captured by the front imaging unit 1431 and stores them in RAM 153 or the like in association with the input user ID. The motion control unit 1544 then registers the current operating mode, the input user ID, and the user characteristics in the robot management table 3163, in association with the robot ID of its own device.

[0234] Furthermore, if the vehicle registration number of a member customer is pre-registered in the user management table 3164, when the member completes the check-in operation, the customer service robot 10 can recognize the parking location and parking start time of the customer by referring to the user management table 3164 corresponding to the user ID registered in the robot management table 3163. If the vehicle registration number of a member customer is not registered, the operation control unit 1544 displays a vehicle registration number input screen (not shown) on the check-in screen Ga to prompt the customer to register the vehicle registration number. The operation control unit 1544 then outputs the acquired vehicle registration number to the server device 30 for registration in the user management table 3164.

[0235] Furthermore, when the motion control unit 1544 receives a touch operation on the check-in screen Ga, it determines that the check-in operation was performed by a non-member and switches the operation mode of the customer service robot 10 from standby mode to customer service mode. In this case, the motion control unit 1544 locally stores the user characteristics of the customer who performed the check-in operation and registers the current operation mode and user characteristics in the robot management table 3163 in association with the robot ID of its own device. In this case, the personalization processing unit 1545 may also display a screen prompting member registration on the front display unit 132.

[0236] Furthermore, at this time, when the non-member completes the check-in operation, the operation control unit 1544 confirms with the customer on the check-in screen Ga whether they are using the parking lot. If the customer is using the parking lot, the operation control unit 1544 displays a vehicle registration number input screen (not shown) on the check-in screen Ga and prompts the customer to register their vehicle registration number. The operation control unit 1544 then outputs the acquired vehicle registration number to the server device 30 for sharing.

[0237] Furthermore, the motion control unit 1544 is capable of establishing short-range wireless communication (pairing) with the customer terminal 50 regardless of whether the check-in user is a member or not. In this case, for example, the motion control unit 1544 may display setting information for pairing with its own customer service robot 10 in the form of a two-dimensional code or the like on the front display unit 132, or read the setting information of the customer terminal 50 via the read / write control unit 1543. Once pairing with the customer terminal 50 is established, the motion control unit 1544 will capture the check-in user's location and distance from the customer service robot 10 based on RSSI, etc., and will send and receive various information. For example, the customer terminal 50 may be used as a remote control device to control the customer service robot 10.

[0238] Furthermore, the target of pairing is not limited to the customer terminal 50, but may be a simpler beacon terminal. In this case, the beacon terminal may be lent out by the commercial facility, or it may be attached to the customer service robot 10 in a way that allows it to be easily attached or detached. Once pairing with the beacon terminal is established, the motion control unit 1544 will capture the location of the check-in user and the distance to the customer service robot 10 based on RSSI, etc., and will send and receive various information. In addition, by giving the beacon terminal a remote control function, the beacon terminal may be used as a remote control device to control the customer service robot 10.

[0239] (Specific examples of setting an action plan) Figures 17 to 19 illustrate specific examples of setting an action plan. Figure 17 shows an example of the screen displayed on the front display of the customer service robot when the purpose of visiting the store is specified. Figure 18 shows an example of the screen displayed on the front display of the customer service robot when the customer selects the store they wish to visit. Figure 19 shows an example of the general information of the generated travel route displayed on the front display of the customer service robot.

[0240] The action plan generation unit 1546 displays a store visit purpose confirmation screen Gb, as shown in Figure 17, on the front display unit 132 to confirm the customer's purpose. The store visit purpose confirmation screen Gb displays multiple options Gba indicating the type of purpose, which are set based on the store type and keywords of each store registered in the store management table 3162. For example, as shown in Figure 17, general goals such as "I want to buy," "I want to play," and "I want to eat" are displayed as options Gba. It is possible to select, for example, any one of the options Gba. After one of the options Gba is selected, and the selection is confirmed by operating the central operator Gbb, the action plan generation unit 1546 displays a store confirmation screen Gc on the front display unit 132 in order to further narrow down the purpose of the selected option Gba.

[0241] The store confirmation screen Gc displays multiple options Gca indicating stores where the objective selected on the previous store visit purpose confirmation screen Gb can be achieved. Figure 18 shows an example of the store confirmation screen Gc, illustrating the case where the "I want to buy" option Gba is selected from the store visit purpose confirmation screen Gb in Figure 17.

[0242] As another example, the options Gca on the store confirmation screen Gc may display the types of products available for purchase at the commercial facility. In this case, once a product type is selected via the options Gca and the selection is confirmed by the operation of the operator Gcb, the action plan generation unit 1546 may further display a new store confirmation screen Gc with the names of stores that sell the selected product type as options. In this way, the action plan generation unit 1546 determines a destination store (hereinafter also referred to as the destination store) that is suitable for the customer's purpose by gradually narrowing down the customer's objective.

[0243] There is no particular limit to the number of times filtering is performed using the visit purpose confirmation screen Gb and the store confirmation screen Gc. For example, the number of times filtering is performed may differ depending on the purpose. Also, although the example above shows a case where the destination store is selected at the final stage of filtering, the number of selectable stores is not limited to one; there may be multiple stores.

[0244] Furthermore, the action plan generation unit 1546 may be configured to automatically determine destination stores based on the selected objective conditions, without requiring the customer to directly select a destination store. In this case, the action plan generation unit 1546 may determine one or more destination stores based on characteristic information and purchase history stored in association with the check-in user's user ID.

[0245] Furthermore, on the store visit purpose confirmation screen Gb, after deciding on a destination store for a certain purpose, it is possible to return to the initial or previous store visit purpose confirmation screen Gb to decide on a destination store for a different purpose.

[0246] Figure 19 shows an example of the action plan screen Gd. The action plan screen Gd displays the names of each destination store specified in the action plan, as well as the order in which the stores will be visited. Figure 19 shows an example where the stores are visited in the order of Store A, Store B, Store C, and Store D. In addition, the example in Figure 19 also displays the floor number of the destination store Gda, product icons Gdb indicating representative products handled by the store, the store name Gdc, the time required to travel between stores Gdd, and the total time required Gde.

[0247] Customers can view their destination stores and their order of visits on the activity plan screen Gd. Furthermore, the activity plan screen Gd allows customers to change the order of destination stores or delete them based on their actions.

[0248] For example, in the action plan screen Gd of Figure 19, if the user long-presses one destination store and moves to a location between other destination stores, the action plan generation unit 1546 updates the action plan by inserting the long-pressed destination store into the moved location. Also, for example, in the action plan screen Gd of Figure 19, if the user flicks one destination store (for example, store C), the action plan generation unit 1546 deletes the target destination store (store C) and updates the action plan.

[0249] Furthermore, the action plan screen Gd allows for the addition of destination stores in response to customer operations. For example, upon receiving an operation from the operator Gdf, the action plan generation unit 1546 displays a screen on the front display unit 132 that allows for the addition of destination stores. Such a screen may be, for example, a screen displaying a list of store names that allows for direct selection of stores, or it may be the store visit purpose confirmation screen described above.

[0250] Furthermore, the action plan screen Gd is provided with an operator Gdg for displaying a map of the commercial facility. When the action plan generation unit 1546 receives an operation from the operator Gdg, it displays a screen on the front display unit 132 (not shown) that shows the location of each destination store on a map of the commercial facility based on the map information 3161. The action plan generation unit 1546 may also display a map that has been processed such as adding numbers to each location of the destination stores to indicate the order in which they will be visited, or highlighting the travel route between destination stores.

[0251] Furthermore, the action plan screen Gd is equipped with an operator Gdh that instructs the user to begin moving to the destination store. When operator Gdh is operated, the operation control unit 1544 switches the operating mode of its device to lead mode. The operation control unit 1544 may also issue a transaction ID when the action plan is generated or when the user is instructed to begin moving to the destination store.

[0252] Furthermore, on the action plan screen Gd, it is possible to select the name of the destination store displayed and set the processing to be performed when arriving at that destination store. For example, when arriving at the destination store, a task can be set to illuminate the electronic shelf labels displaying the type of product selected on the store visit purpose selection screen. The tasks set for the destination store are executed by the motion control unit 1544 when the customer service robot 10 arrives at that store.

[0253] Here, a task defines the processing requested by the customer and is executed at a predetermined time. For example, a task can be represented as a pair of execution conditions and processing content. In the above example, the execution conditions are defined as a pair of the "store name" of the store where the processing will be performed and "arrival at the store" which defines the timing of the processing. The processing content includes a product code representing the type of product selected on the store visit purpose selection screen, as well as a command to instruct the illumination of the electronic shelf label. The processing content of a task set for a destination store is executed under the control of the operation control unit 1544 based on the execution conditions of that task. Note that the execution conditions and processing content that can be set as a task are not limited to these.

[0254] (Example of a screen displayed on a robot while it is moving in customer service mode) Using Figure 20, we will explain an example of a screen displayed on the rear display unit 115 while the customer service robot 10 is moving in customer service mode. Figure 20 is a diagram showing an example of a screen displayed on the front display unit when the customer service robot is operating in lead mode.

[0255] The motion control unit 1544 instructs the display control unit 1541 to display information corresponding to the movement mode of the customer service robot 10, such as lead mode and follow mode.

[0256] For example, when the customer service robot 10 is operating in lead mode, the motion control unit 1544 displays the guidance screen Gf shown in Figure 20 on the rear display unit 115.

[0257] The guidance screen Gf displays the name of the destination store Gfa (Store A in this case) and a message indicating that guidance is in progress. The guidance screen Gf also displays an arrow Gfb indicating the direction in which the customer service robot 10 is moving, and the distance Gfc to the destination store. In addition, the guidance screen Gf displays surrounding information Gfd at the top of the screen, showing the shared spaces located around the customer service robot 10's current position. The position where the surrounding information Gfd is displayed on the screen corresponds to the direction in which each shared space exists, based on the customer service robot 10's current position and movement method. For example, the example in Figure 20 shows that there is a vending machine to the right of the customer service robot 10's direction of travel, and a baby changing room to the left of the customer service robot 10's direction of travel. Also, Figure 20 shows that there is a toilet, a rest area, and lockers in the direction of the customer service robot 10's direction of travel. The display position of the icons indicating these surrounding information Gfd changes according to the direction of travel of the customer service robot 10.

[0258] Furthermore, the operation control unit 1544 may provide guidance not only through screen displays but also through voice output. For example, the operation control unit 1544 may output voice guidance for moving to the destination store along with the guidance screen Gf.

[0259] When the customer service robot 10 is operating in lead mode, the motion control unit 1544 displays on the front display unit 132, for example, an image resembling a face with eyes and a nose, similar to the check-in screen Ga described above, along with information indicating that it is guiding a customer and the name of the destination store (not shown).

[0260] Furthermore, when the customer service robot 10 is operating in follow mode, the motion control unit 1544 displays on the front display unit 132, for example, an image resembling a face with eyes and a nose, similar to the check-in screen Ga described above, along with information indicating follow actions such as "I will accompany you" and the name of the destination store (not shown).

[0261] Furthermore, when the customer service robot 10 is operating in follow mode, the motion control unit 1544 displays advertising information for the commercial facility or store on the rear display unit 115 (not shown). The motion control unit 1544 may also display the number of registered items and the number of paid items on the rear display unit 115 (not shown). The number of registered items and the number of paid items are information that allows store employees or employees of the commercial facility to easily understand the status of transactions, such as whether or not there are any unpaid items.

[0262] (Examples of various screens displayed by customer service robots during shopping) Figures 21 to 23 illustrate specific examples of the operation of the purchase support unit 1548. Figure 21 shows an example of the basic operation screen. Figure 22 shows an example of the product screen. Figure 23 shows an example of the delivery method selection screen.

[0263] When the customer service robot 10 arrives at the store and switches to follow mode, the purchase support unit 1548 displays the basic operation screen Gi shown in Figure 21 on the front display unit 132 and waits for customer input.

[0264] The basic operation screen Gi displays a message Gia prompting the user to scan the product, as well as an image explaining how to scan it. Above the basic operation screen Gi, the name of the store the user is currently in, Gib, and the operation controls Gi, which will be described later, are provided.

[0265] Additionally, images Gid and Gie are displayed below the basic operation screen Gi. Image Gid is an icon indicating that the code symbol can be read, and image Gie is an icon indicating that the wireless tag can be read.

[0266] Furthermore, image Gid and Gie may also be operators for activating the hardware configuration related to the reading function. For example, when either the image Gid or Gie icon is touched, the purchase support unit 1548 may perform control to activate the imaging unit 143 or the reader / writer unit 157 according to the touched icon.

[0267] In addition, on the basic operation screen Gi, operation elements Gif, Gig, and Gih are displayed. The operation element Gif is an operation element for making an inquiry to a store clerk within the store. The operation element Gig is an operation element for checking registered products. When the operation element Gig is operated, a virtual shopping cart screen (not shown) on which product images, product names, prices, etc. of the products registered at that time are displayed is shown. The operation element Gih is an operation element for instructing the start of settlement processing.

[0268] When the operation element Gif is operated, the purchase support unit 1548 executes a process for requesting a response from the store clerk in cooperation with the store device 20. For example, the store cooperation unit 1547 transmits information specifying the position of its own customer service robot 10 and the product to be the inquiry target to the store device 20 to request a response from the clerk. In this case, the store device 20 notifies the terminal held by the store clerk of the position of the customer service robot 10 and the like, prompting the clerk to respond to the customer.

[0269] When the purchase support unit 1548 accepts the input of a product code by reading a code symbol or a wireless tag, for example, it causes the product screen Gj shown in FIG. 22 to be displayed on the front display unit 132.

[0270] The product screen Gj has various operation elements described on the basic operation screen Gi. In addition, in the center of the product screen Gj, an area Gja for displaying a product image is provided. The purchase support unit 1548 reads product information corresponding to the input product code from the product master 2191 and causes the product image included in the read data entry to be displayed in the area Gja. In addition, the purchase support unit 1548 executes a product registration process based on the read data entry.

[0271] FIG. 22 shows a state in which product AAA is read, and a product image showing the appearance of product AAA is displayed in the area Gja. In addition, the product name, price, etc. of product AAA are displayed near the area Gja.

[0272] Also, on the product screen Gj, there are provided an operator Gjb and an operator Gjc. The operator Gjb is an operator for instructing the product registration process of the product displayed in the area Gja of the product screen Gj. The operator Gjc is an operator for instructing the execution of the recommendation function. When the purchase support unit 1548 receives the operation of the operator Gjb, it performs a product registration process (hereinafter also referred to as product registration) of registering the product information of the corresponding product in the local transaction management table based on the input product code. Also, when the purchase support unit 1548 receives the operation of the operator Ggc, it selects a product (hereinafter also referred to as a recommended product) that is a target for combination (for example, coordination) with the product AAA based on the additional information of the product displayed in the area Gja from the product master 2191. Then, the purchase support unit 1548 causes the front display unit 132 to display the product screen Gj representing the product image and the like of the selected product based on the data entry of the selected product.

[0273] Also, although not shown in the figure, an operator for instructing virtual try-on of the product displayed in the area Gja may be provided side by side with the operators Gjb and Gjc. When the purchase support unit 1548 receives the operation of the operator, it generates a composite image in which the product image of the product displayed in the area Gja is superimposed on the image of the customer captured by the front imaging unit 1431. Then, the purchase support unit 1548 realizes virtual try-on by displaying the generated composite image in the area Gja or on another screen. It is assumed that a known technique can be used for the process related to virtual try-on.

[0274] The purchase support unit 1548 proposes a product that can be combined with the product selected by the customer as a purchase candidate. Then, if the customer likes the proposed candidate product, the customer can register it as a product to be purchased.

[0275] For the product for which the settlement process has been completed, the purchase support unit 1548 may cause the front display unit 132 to display a receiving method selection screen Gk as shown in FIG. 23, where the receiving method of the product can be selected.

[0276] As shown in Figure 23, the receiving method selection screen Gk is provided with operators Gka to Gke, which are operators related to selecting the receiving method for purchased items.

[0277] Operator Gka is used to instruct the delivery of goods by mail or other means. Operator Gkb is used to instruct the delivery of goods at a pickup counter located within the commercial facility. Operator Gkc is used to instruct the delivery of goods via a locker located within the commercial facility. Operator Gkd is used to instruct the delivery of goods to the exit of the commercial facility. And operator Gke is used to instruct the delivery of goods to the parking lot or parking spot where the customer parked their vehicle.

[0278] When the purchase support unit 1548 receives an operation from the operator Gka, it displays a screen on the front display unit 132 for entering destination information, such as the shipping address, and prompts the customer to enter the destination. Once the destination is entered, the purchase support unit 1548 generates shipping information that associates the destination with information that can identify the product to be shipped, and sends it to the store device 20 or server device 30. When the store device 20 or server device 30 receives the shipping information from the customer service robot 10, it notifies the terminal of the person in charge of shipping the product or the vendor, and arranges for shipping. As a result, the customer can receive the purchased product at the specified destination.

[0279] Furthermore, if the customer's address is registered in the customer management table in association with the customer's user ID, the purchase support unit 1548 may use the registered address as the destination.

[0280] Furthermore, when the purchase support unit 1548 receives an operation from the operator Gkb, it transmits to the store device 20 or server device 30 information that identifies the target product, information that identifies the customer, and destination information (first destination information) specifying the transfer to the pickup counter. When the store device 20 or server device 30 receives the first destination information from the customer service robot 10, it notifies the store clerk or the terminal in charge of transporting the product to the pickup counter of the first destination information, thereby arranging the transfer to the pickup counter. As a result, the customer can pick up the purchased product at the pickup counter located within the commercial facility.

[0281] If there are multiple pickup counters, the purchase support unit 1548 may, for example, specify the pickup counter closest to the current location and transmit the first pickup destination information. Alternatively, the purchase support unit 1548 may work in cooperation with the operation control unit 1544 to guide the customer to the pickup counter.

[0282] Furthermore, when the purchase support unit 1548 receives an operation from the operator Gkc, it transmits information that can identify the target product, information that can identify the customer, and delivery destination information (second delivery destination information) specifying that the product should be transferred to a locker to the store device 20 or server device 30. When the store device 20 or server device 30 receives the second delivery destination information from the customer service robot 10, it notifies the store clerk or the terminal in charge of storing the product in the locker of the second delivery destination information, thereby arranging for the product to be stored in the locker. In addition, when the purchase support unit 1548 obtains information that identifies the locker to which the product will be stored via the store device 20 or server device 30, it notifies the customer by displaying it on the front display unit 132 or by other means. As a result, the customer can pick up the purchased product in the locker where it will be stored.

[0283] If there are multiple lockers, the purchase support unit 1548 may, for example, specify the locker closest to the customer's current location and send the second pickup location information. The purchase support unit 1548 may also work in cooperation with the operation control unit 1544 to guide the customer to the location of the locker. Alternatively, the customer terminal 50 may be notified of the location of the locker by including the customer's phone number or address in the second pickup location information and sending it.

[0284] Furthermore, when the purchase support unit 1548 receives an operation from the operator Gkd, it transmits to the store device 20 or server device 30 information that identifies the target product, information that identifies the customer, and destination information (third destination information) specifying the destination for transport to the exit. When the store device 20 or server device 30 receives the third destination information from the customer service robot 10, it notifies the store clerk or the terminal in charge of transporting the product to the exit of the third destination information, thereby arranging for transport to the exit. As a result, the customer can receive the purchased product at the exit of the commercial facility.

[0285] If there are multiple exits, the purchase support unit 1548 may, for example, specify the exit closest to the current location and transmit the third receiving destination information. Alternatively, the purchase support unit 1548 may work in cooperation with the operation control unit 1544 to guide the customer to the receiving destination exit.

[0286] Furthermore, when the purchase support unit 1548 receives an operation from the operator Gke, it transmits information that can identify the target product, information that can identify the customer, and delivery destination information (fourth delivery destination information) specifying transport to the parking lot to the store device 20 or server device 30. When the store device 20 or server device 30 receives the fourth delivery destination information from the customer service robot 10, it notifies the store clerk or the terminal in charge of transporting the product to the parking lot of the fourth delivery destination information, thereby arranging transport to the parking lot. This allows the customer to receive the purchased product in the parking lot. Alternatively, the customer may specify the parking location where their vehicle is parked and have the product transported to that location. If the customer has registered their vehicle's registration number in advance, as described above, the customer service support system 1 can recognize the parking location of the customer's vehicle, and therefore the customer can receive the product in or at the parking lot without specifying a parking location.

[0287] Furthermore, the purchase support unit 1548 may, in cooperation with the operation control unit 1544, lead the customer to the parking lot of the pick-up location.

[0288] Thus, the customer service robot 10 of this embodiment can hand over the goods to the customer in the manner desired by the customer after payment has been completed.

[0289] Furthermore, when selecting the above-mentioned delivery method, the system may be configured to allow customers to request the inclusion of a paper receipt. In this case, the store employee or other person in charge of transporting the goods will include a paper receipt related to the transaction. This allows customers to receive their purchased goods along with the receipt related to the transaction.

[0290] In addition to the examples above, the system may also be configured to allow customers to specify that they want to receive the product at their current location.

[0291] Furthermore, while the above example assumes that the goods will be transported to the pick-up location by staff such as store employees, this is not limited to this, and the customer service robot 10 may also transport the goods.

[0292] For example, in the customer service robot 10 with goods loaded on the loading platform 112, when an operation to instruct the end of customer service is performed, the operation control unit 1544 may be configured to be responsible for the transfer of goods by moving to the delivery location within the previously designated commercial facility.

[0293] Also, for example, the store device 20 or the server device 30 that has received the designation of the receiving location within the commercial facility may call the waiting customer service robot 10 to the store or the like at the transfer origin and then instruct it to move to the designated receiving location, so that the customer service robot 10 may be configured to be used as a transfer means.

[0294] (Flow of processing performed by the customer service robot) Using FIG. 24, the flow of processing performed by the customer service robot 10 of the embodiment will be described. FIG. 24 is a flowchart showing an example of the flow of processing performed by the customer service robot.

[0295] The operation control unit 1544 performs the above-described check-in processing and personalization processing (step S10). Since the specific content of the processing is as described above, the description is omitted.

[0296] When the customer is using the parking lot, the operation control unit 1544 performs a parking information acquisition process of acquiring the entry time (or parking start time) and the parking location (step S11). The detailed flow of the parking information acquisition process will be described later (see FIG. 25).

[0297] The action plan generation unit 1546 performs an action plan setting process of setting the above-described action plan (step S12). The detailed flow of the action plan setting process will be described later (see FIG. 26).

[0298] The operation control unit 1544 performs a movement control process of moving the customer service robot 10 while changing between the leading mode and the following mode in accordance with the action plan (step S13). Since the specific content of the processing is as described above, the description is omitted.

[0299] The motion control unit 1544 determines whether the customer service robot 10 has arrived at the next store it will visit (step S14). If it is determined that the robot has arrived at the store (step S14: Yes), the process proceeds to step S15. On the other hand, if it is not determined that the robot has arrived at the store (step S14: No), the process returns to step S13.

[0300] In step S14, if it is determined that the customer has arrived at the store, the purchase support unit 1548 performs purchase support processing to assist in the purchase of the product (step S15). The detailed flow of the purchase support processing will be described later (see Figure 27).

[0301] The operation control unit 1544 determines whether all stores have been visited by referring to the action plan generated by the action plan generation unit 1546 (step S16). For example, when the operation control unit 1544 receives a checkout operation, it determines that all stores have been visited. If it is determined that all stores have been visited (step S16: Yes), the process proceeds to step S17. On the other hand, if it is not determined that all stores have been visited (step S16: No), the process returns to step S13.

[0302] The purchase support unit 1548 performs the parking fee settlement process to settle the parking fee (step S17). The detailed flow of the parking fee settlement process will be described later (see Figure 28).

[0303] The purchase support unit 1548 works in cooperation with the operation control unit 1544 to set the method of receiving the purchased goods, performing a receiving method setting process (step S18). The specific details of the process are as described above, so a further explanation is omitted.

[0304] The motion control unit 1544 switches the customer service robot 10 to standby mode (step S18).

[0305] Next, the motion control unit 1544 moves the customer service robot 10 to a predetermined location within the commercial facility. After arriving at the predetermined location, the customer service robot 10 completes the process shown in Figure 24.

[0306] (Parking information acquisition process flow) Figure 25 illustrates the flow of the parking information acquisition process. Figure 25 is a flowchart showing an example of the parking information acquisition process flow.

[0307] The operation control unit 1544 determines whether the check-in user is a member (step S21). If it is determined that the check-in user is a member (step S21: Yes), the process proceeds to step S22. On the other hand, if it is determined that the check-in user is not a member (step S21: No), the process proceeds to step S24. More precisely, in step S21, it is confirmed that the check-in user is a member and that the vehicle registration number of their vehicle has been registered.

[0308] In step S21, if it is determined that the check-in user is a member, the operation control unit 1544 determines whether the check-in user used the commercial facility's parking lot (step S22). Specifically, the operation control unit 1544 asks the check-in user via the front display unit 132 whether they used the commercial facility's parking lot. The check-in user then inputs an answer to this question. Upon receiving input indicating that the parking lot was used, the operation control unit 1544 determines that the check-in user used the commercial facility's parking lot. If it is determined that the parking lot was used (step S22: Yes), the process proceeds to step S23. On the other hand, if it is not determined that the parking lot was used (step S22: No), the customer service robot 10 terminates the parking information acquisition process and returns to the main routine shown in Figure 24.

[0309] In step S22, if it is determined that the check-in user has used the parking lot, the parking information acquisition unit 1549 acquires parking information from the user management table 3164 stored in the server device 30 (step S23). Specifically, the parking information acquisition unit 1549 acquires at least the parking location and the time of entry (or the time of parking start). After that, the customer service robot 10 finishes the parking information acquisition process and returns to the main routine in Figure 24.

[0310] Returning to step S21, if it is not determined in step S21 that the check-in user is a member, the operation control unit 1544 determines whether the check-in user used the commercial facility's parking lot (step S24). This determination is made in the same manner as in step S22 described above. If it is determined that the parking lot was used (step S24: Yes), the process proceeds to step S25. On the other hand, if it is not determined that the parking lot was used (step S24: No), the customer service robot 10 terminates the parking information acquisition process and returns to the main routine in Figure 24.

[0311] In step S24, if it is determined that the check-in user has used the parking lot, the operation control unit 1544 obtains the vehicle registration number from the check-in user (step S25). Specifically, the operation control unit 1544 obtains the vehicle registration number by prompting the check-in user to input the vehicle registration number into the front display unit 132.

[0312] Next, the parking information acquisition unit 1549, via the server device 30, acquires at least the parking position and entry time (or parking start time) of the vehicle with the vehicle registration number acquired in step S25 from the parking management device 40 (step S26). After that, the customer service robot 10 finishes the parking information acquisition process and returns to the main routine in Figure 24.

[0313] (Action plan setting process flow) Figure 26 will be used to explain the flow of the action plan setting process. Figure 26 is a flowchart showing an example of the action plan setting process flow.

[0314] The action plan generation unit 1546 obtains map information 3161 from the server device 30 (step S31).

[0315] The action plan generation unit 1546 determines whether the check-in user used the commercial facility's parking lot (step S32). Specifically, the operation control unit 1544 determines whether the check-in user used the commercial facility's parking lot based on the results of the parking information acquisition process described above. If it is determined that the parking lot was used (step S32: Yes), the process proceeds to step S33. On the other hand, if it is determined that the check-in user did not use the parking lot (step S32: No), the process proceeds to step S35.

[0316] In step S32, if it is determined that the check-in user has used the parking lot, the action plan generation unit 1546 obtains the parking location of the check-in user's vehicle (step S33).

[0317] Next, the action plan generation unit 1546, receiving the store selection results (not shown in Figure 24), sets a travel route that visits all selected stores and ensures the destination is near the parking location (step S34). After that, the process proceeds to step S36.

[0318] On the other hand, if it is determined in step S32 that the check-in user did not use the parking lot, the action plan generation unit 1546 receives the store selection results (not shown in Figure 24) and sets a route that visits all the selected stores (step S35). Then, the process proceeds to step S36.

[0319] Following step S34 or step S35, the action plan generation unit 1546 outputs the travel route information and the store IDs of the stores to be visited included in the travel route to the server device 30 (step S36). After that, the customer service robot 10 finishes the action plan setting process and returns to the main routine in Figure 24.

[0320] (Purchase support processing flow) Figure 27 will be used to explain the flow of the purchase support process. Figure 27 is a flowchart showing an example of the purchase support process flow.

[0321] The customer service robot 10 performs purchase support processing in cooperation with the store equipment 20 and the server equipment 30. The store equipment 20 and the server equipment 30 acquire the results of the processing performed by the customer service robot 10 in real time and update the contents of the various tables they store.

[0322] The customer service robot 10 performs purchase support processing in cooperation with the store equipment 20 and the server equipment 30, but since explaining this would be complicated, only the processing performed by the customer service robot 10 will be explained here using Figure 27.

[0323] The purchase support unit 1548 determines whether a product code has been entered (step S90). Specifically, the purchase support unit 1548 determines that a product code has been entered if a code symbol or wireless tag has been read on the basic operation screen Gi described above. If it is determined that a product code has been entered (step S90: Yes), the process proceeds to step S91. On the other hand, if it is not determined that a product code has been entered (step S90: No), the process proceeds to step S101.

[0324] In step S90, if it is determined that a product code has been entered, the purchase support unit 1548 displays the product screen Gj on the front display unit 132 (step S91).

[0325] Next, the purchase support unit 1548 determines whether there is a recommendation request from the customer (step S92). Specifically, the purchase support unit 1548 determines that a recommendation request has been made if the operator Gjc is operated on the product screen Gj. If it is determined that there is a recommendation request (step S92: Yes), the process proceeds to step S93. On the other hand, if it is determined that there is no recommendation request (step S92: No), the process proceeds to step S94.

[0326] In step S92, if it is determined that there is a recommendation request, the purchase support unit 1548 displays the recommended product on the product screen Gj. If there are multiple recommended products, the one recommended product selected by the customer's selection operation will be displayed on the product screen Gj (step S93).

[0327] Next, the purchase support unit 1548 determines whether there is a registration instruction for the product displayed on the product screen Gj (step S94). Similarly, even if it is not determined in step S92 that there is a recommendation request, the purchase support unit 1548 determines whether there is a registration instruction for the product displayed on the product screen Gj (step S94). Specifically, the purchase support unit 1548 determines that there is a registration instruction for a product when it detects operation information for the operator Gjb displayed on the product screen Gj. If it is determined that there is a product registration instruction (step S94: Yes), the process proceeds to step S95. On the other hand, if it is not determined that there is a product registration instruction (step S94: No), the process returns to step S90. When returning to step S90, the basic operation screen Gi is displayed on the front display unit 132 of the customer service robot 10.

[0328] If it is determined in step S94 that there is a product registration instruction, the purchase support unit 1548 registers the product (step S95). At this time, the purchase support unit 1548 registers the product in a way that allows identification of whether it is a store product or a temporary product. After that, the process returns to step S90. At this time, the basic operation screen Gi is displayed on the customer service robot 10.

[0329] Returning to step S90, if it is determined that a product code was not entered in step S90, the purchase support unit 1548 determines whether an instruction to display the virtual shopping cart has been given (step S101). Specifically, the purchase support unit 1548 determines that an instruction to display the virtual shopping cart has been given if the aforementioned operator Gig is operated on the basic operation screen Gi. If it is determined that an instruction to display the virtual shopping cart has been given (step S101: Yes), the process proceeds to step S102. On the other hand, if it is not determined that an instruction to display the virtual shopping cart has been given (step S101: No), the process proceeds to step S111.

[0330] In step S101, if it is determined that an instruction to display the virtual shopping cart has been given, the purchase support unit 1548 displays a list of registered products (not shown) on the front display unit 132 of the customer service robot 10 (step S102).

[0331] Next, the purchase support unit 1548 determines whether a product has been selected on the list of registered products screen (step S103). If it is determined that a product has been selected (step S103: Yes), the process proceeds to step S104. On the other hand, if it is determined that no product has been selected (step S103: No), the process proceeds to step S105.

[0332] In step S103, if it is determined that a product has been selected, the purchase support unit 1548 displays the product screen Gj showing the selected product on the front display unit 132 of the customer service robot 10 (step S104).

[0333] The purchase support unit 1548 determines whether payment has been instructed on the product screen Gj (step S105). Specifically, the purchase support unit 1548 determines that payment has been instructed if the operator Gih displayed on the product screen Gj is operated. If it is determined that payment has been instructed (step S105: Yes), the process proceeds to step S112. On the other hand, if it is not determined that payment has been instructed (step S105: No), the process proceeds to step S106.

[0334] If it is determined in step S105 that payment has not been instructed, the purchase support unit 1548 determines whether the customer has instructed the customer to leave the store (step S106). Specifically, the purchase support unit 1548 determines that the customer has instructed the customer to leave the store if the operator Gic is operated on the basic operation screen Gi or the product screen Gj. If it is determined that the customer has instructed the customer to leave the store (step S106: Yes), the process proceeds to step S107. On the other hand, if it is not determined that the customer has instructed the customer to leave the store (step S106: No), the process returns to step S90.

[0335] In step S106, if it is determined that the customer has given an instruction to leave the store, the purchase support unit 1548 determines whether all of the registered store items have been paid for (step S107). If it is determined that all of the registered store items have been paid for (step S107: Yes), the customer service robot 10 terminates the purchase support process and returns to the main routine in Figure 24 to guide the customer to the next store. On the other hand, if it is determined that not all of the registered store items have been paid for (step S107: No), the process proceeds to step S108.

[0336] In step S107, if it is determined that not all registered store products have been paid for, the purchase support unit 1548 instructs the customer service robot 10 to notify the customer (step S108). Specifically, the purchase support unit 1548 notifies the customer that there are unpaid store products by illuminating the customer service robot's light-emitting unit 141 or by displaying an indication on the front display unit 132 that there are unpaid store products. The process then returns to step S90, where the customer pays for the unpaid store products.

[0337] Returning to step S101, if it is not determined in step S101 that an instruction to display the virtual shopping cart has been given, the purchase support unit 1548 determines whether a payment instruction has been given (step S111). Specifically, the purchase support unit 1548 determines that a payment instruction has been given by the customer if the operator Gih is operated on the basic operation screen Gi or the product screen Gj. If it is determined that a payment instruction has been given (step S111: Yes), the process proceeds to step S112. On the other hand, if it is not determined that a payment instruction has been given (step S111: No), the process proceeds to step S121.

[0338] If it is determined in step S111 that a payment instruction has been made, the purchase support unit 1548 displays a payment method selection screen (not shown) on the front display unit 132 (step S112). The payment method selection screen displays options such as "credit," "cash," "electronic money," and "code payment." Note that if it is determined in step S105 that a payment instruction has been made, the process in step S112 is also performed.

[0339] The purchase support unit 1548 accepts the selection of options on the payment method selection screen (step S113).

[0340] Next, the purchase support unit 1548 executes the settlement instructed in step S105 or step S111 using the method accepted in step S113 (step S114).

[0341] Next, the purchase support unit 1548 determines whether the customer has given instructions on how to receive the goods (step S115). Specifically, the purchase support unit 1548 determines that there are instructions on how to receive the goods if the option to "specify the method of receipt" (not shown), which is displayed on the front display unit 132, is operated. If it is determined that there are instructions on how to receive the goods (step S115: Yes), the process proceeds to step S116. On the other hand, if it is not determined that there are instructions on how to receive the goods (step S115: No), the process returns to step S106. Note that in step S115, if there are no instructions on how to receive the goods, it is determined that the customer will carry the purchased goods home themselves. In this case, the customer places the purchased goods on, for example, the platform 112 of the customer service robot 10 and has the customer service robot 10 transport them.

[0342] In step S115, if it is determined that the customer has given instructions on how to receive the product, the purchase support unit 1548 accepts the selection of a product receiving method from the product receiving method selection screen Gk displayed on the front display unit 132 (step S116). If the product that has been paid for is a temporary product, the product will be shipped at a later date, so only "Ship" or "Return to the store and pick up at the counter" on the receiving method selection screen Gk may be available for selection. On the other hand, if the product that has been paid for is a store product, all of the options shown in Figure 23 are available for selection.

[0343] The purchase support unit 1548 arranges for the goods to be received using the delivery method selected in step S116 (step S117). Then, the process returns to step S106.

[0344] Returning to step S111, if it is determined that a payment instruction has not been made in step S111, the purchase support unit 1548 determines whether there is an inquiry request (step S121). Specifically, the purchase support unit 1548 determines that there is an inquiry request from the customer if the operator GIF is operated on the basic operation screen Gi or the product screen Gj. If it is determined that there is an inquiry request (step S121: Yes), the process proceeds to step S122. On the other hand, if it is determined that there is no inquiry request (step S121: No), the process returns to step S106.

[0345] In step S121, if it is determined that there is an inquiry request from the customer, the purchase support unit 1548 transmits inquiry information, including the location of the customer service robot 10, to the store device 20 (step S122). The process then returns to step S106.

[0346] Furthermore, the store device 20, upon receiving the inquiry information, for example, through the control of the robot coordination unit 2142, notifies the store employee of the location of the customer service robot 10, etc., via a terminal held by the employee, thereby prompting the employee to respond to the customer.

[0347] (Parking fee payment process) Figure 28 illustrates the flow of the parking fee settlement process. Figure 28 is a flowchart showing an example of the parking fee settlement process.

[0348] The purchase support unit 1548 determines whether there is an instruction to pay the parking fee (step S131). If it is determined that there is an instruction to pay the parking fee (step S131: Yes), the unit proceeds to step S132. On the other hand, if it is not determined that there is an instruction to pay the parking fee (step S131: No), the unit repeats step S131.

[0349] In step S131, if it is determined that there is an instruction to pay the parking fee, the purchase support unit 1548 obtains the current time from its own CPU 151, for example (step S132).

[0350] Next, the purchase support unit 1548 calculates the elapsed time from the time the customer's vehicle entered the parking lot (or the time parking began) to the present time, and then calculates the parking fee corresponding to the elapsed time (step S133).

[0351] Furthermore, the purchase support unit 1548 calculates the total amount of goods purchased by the customer by referring to the contents of the local transaction management table (step S134).

[0352] Then, the purchase support unit 1548 calculates the post-settlement parking fee after applying the discount service by comparing the total amount of goods purchased by the customer with, for example, a list of parking fee service rates (step S135).

[0353] The purchase support unit 1548 determines whether a parking fee will be incurred after payment (step S136). If it is determined that a parking fee will be incurred after payment (step S136: Yes), the process proceeds to step S137. On the other hand, if it is determined that no parking fee will be incurred after payment (step S136: No), that is, if it is determined that the parking fee will be fully discounted and therefore no payment for parking is required, the customer service robot 10 terminates the parking fee payment process and returns to the main routine in Figure 24.

[0354] In step S136, if it is determined that the post-payment parking fee is not zero, that is, that payment of the post-payment parking fee will occur (step S136: Yes), the process proceeds to step S137. On the other hand, if it is not determined that payment of the post-payment parking fee will occur (step S136: No), the customer service robot 10 terminates the parking fee payment process and returns to the main routine shown in Figure 24.

[0355] In step S136, if it is determined that payment of post-settlement parking fees is required, the purchase support unit 1548 displays the post-settlement parking fees that the customer must pay on the front display unit 132 (step S137).

[0356] Subsequently, the purchase support unit 1548 receives the customer's payment instruction (step S138). The payment instruction is received, for example, by operating the operator Gih shown in Figure 21.

[0357] Next, the purchase support unit 1548 displays the payment method selection screen on the front display unit 132 (step S139).

[0358] Then, the purchase support unit 1548 accepts the selection of options on the payment method selection screen (step S140).

[0359] Next, the purchase support unit 1548 executes the payment instructed in step S138 using the method accepted in step S140 (step S141). After that, the customer service robot 10 finishes the parking fee settlement process and returns to the main routine shown in Figure 24.

[0360] Although embodiments have been described above, in the above embodiments, the programs executed by each of the devices—the customer service robot 10, the store equipment 20, the server equipment 30, the parking management equipment 40, and the customer terminal 50—may be configured to be recorded on a computer-readable recording medium such as a CD-ROM and provided thereon. Alternatively, the programs executed by each of the above devices may be stored on a computer connected to a network such as the Internet and provided by being downloaded via the network, or they may be provided via a network such as the Internet.

[0361] (Effects of the embodiment) As described above, the customer service robot 10 of the embodiment moves autonomously and supports customers' shopping in a commercial facility including multiple stores. It includes a parking information acquisition unit 1549 that the customer gets into when visiting the commercial facility and acquires the vehicle registration number of the vehicle parked in the parking lot associated with the commercial facility, and the time the vehicle with that registration number entered the parking lot. It also includes a purchase support unit 1548 (payment processing unit) that performs payment processing to settle the price of the goods purchased by the customer, and processing the settlement of parking fees for the parking lot based on the current time, the customer's vehicle registration number, the time the vehicle entered the parking lot, and the total amount of the goods purchased by the customer. Therefore, it can provide customer service, including assistance with parking fee payment, to customers who visit the commercial facility by vehicle.

[0362] Furthermore, in the customer service robot 10 of this embodiment, the parking information acquisition unit 1549 further acquires the parking position of the vehicle. After the purchase support unit 1548 (payment processing unit) has processed the payment of the parking fee, the robot is further equipped with an action control unit 1544 (movement control unit) that guides the customer to the parking position. Thus, it is possible to support the customer's departure from the store after they have finished shopping.

[0363] Furthermore, the customer service robot 10 of this embodiment includes a parking fee calculation unit 1550 (amount calculation unit) that calculates the amount needed to receive a discount on parking fees based on the current time, the time of entry, and the total amount of goods purchased by the customer, and a purchase support unit 1548 (amount guidance unit) that informs the customer of the amount needed. Therefore, it is possible to provide support that enables customers to effectively utilize the parking fee discount service that is based on the purchase amount.

[0364] Furthermore, the customer service robot 10 of this embodiment is further equipped with an action plan generation unit 1546 (route setting unit) that sets the stores to visit and the travel route within the commercial facility based on the purpose of visit obtained from the customer. The action plan generation unit 1546 sets the travel route such that the end position of the travel route is as close as possible to the parking lot. Therefore, it can assist the customer's departure from the store after they have finished shopping.

[0365] In addition to the embodiments described herein, the customer terminal 50 may be configured to register and pay for goods itself by installing an application on the customer terminal 50 that has a payment function for goods purchased by the customer terminal 50. In this case, the customer terminal 50 may perform the settlement and payment of parking fees on the customer terminal 50 by obtaining at least the parking start time from the parking management device 40 via the server device 30.

[0366] Although embodiments of the present invention have been described above, these embodiments are illustrative and are not intended to limit the scope of the invention. This novel embodiment can be implemented in various other forms, and various omissions, substitutions, and modifications can be made without departing from the spirit of the invention. These embodiments and their variations are included in the scope and spirit of the invention, as well as in the claims of the invention and its equivalents. [Explanation of Symbols]

[0367] 1. Customer service support system 10 Customer service robots 20 Store Equipment 30 Server Devices 40 Parking Management System 1541 Display Control Unit 1542 Operation Reception Unit 1543 Read / Write Control Unit 1544 Motion Control Unit (Movement Control Unit) 1545 Personalization Processing Unit 1546 Action Plan Generation Unit (Route Setting Unit) 1547 Store Liaison Department 1548 Purchase Support Department (Payment Processing Department, Amount Guidance Department) 1549 Parking Information Acquisition Unit 1550 Parking fee calculation unit (amount calculation unit) 1551 Communication Control Unit 2141 Store Information Transmission Department 2142 Robot Collaboration Department 2143 Payment Processing Unit 2144 Communication Control Unit 2191 Product Master 3141 Information Management Department 3142 Robot Management Department 3143 Communication Control Unit 3161 Map Information 3162 Store Management Table 3163 Robot Management Table 3164 User Management Table 3165 Transaction Management Table 4141 Parking Information Management Department 4142 Parking Information Transmission Unit 4143 Communication Control Unit Ga check-in screen Gb Visit purpose confirmation screen Gc Store Confirmation Screen Gd Action Plan Screen Gf Guide Screen Gi basic operation screen Gj product screen GK Receiving Method Selection Screen [Prior art documents] [Patent Documents]

[0368] [Patent Document 1] Japanese Patent Publication No. 2021-111128

Claims

1. A customer service robot that moves autonomously and assists customers with their shopping in a commercial facility that includes multiple stores, A parking information acquisition unit that acquires the vehicle registration number of a vehicle that the aforementioned customer rides in when visiting the aforementioned commercial facility and parks in a parking lot associated with the said commercial facility, and the time the vehicle with said vehicle registration number entered the parking lot. A settlement processing unit that performs a settlement process for settling the price of the goods purchased by the customer, and a settlement process for settling the parking fee for the parking lot based on the current time, the registration number of the customer's vehicle, the time the vehicle entered the parking lot, and the total amount of the goods purchased by the customer. The system includes a route setting unit that sets a route to be taken to stores within the commercial facility and an end point as close as possible to the parking lot, based on the purpose of visit obtained from the customer. Customer service robot.

2. The aforementioned parking information acquisition unit further acquires the parking position of the vehicle, The system further includes a movement control unit that guides the customer to the parking location after the payment processing unit has processed the payment for the parking fee. The customer service robot according to claim 1.

3. A calculation unit that calculates the amount needed to receive a discount on the parking fee of the parking lot based on the current time, the time of entry, and the total amount of the goods purchased by the customer. The system further includes a price information unit that informs the customer of the insufficient amount, The customer service robot according to claim 1.

4. A computer that controls a customer service robot that moves autonomously and assists customers with shopping in a commercial facility that includes multiple stores. A parking information acquisition unit that acquires the vehicle registration number of a vehicle that the aforementioned customer rides in when visiting the aforementioned commercial facility and parks in a parking lot associated with the said commercial facility, and the time the vehicle with said vehicle registration number entered the parking lot. A settlement processing unit that performs a settlement process for settling the price of the goods purchased by the customer, and a settlement process for settling the parking fee for the parking lot based on the current time, the registration number of the customer's vehicle, the time the vehicle entered the parking lot, and the total amount of the goods purchased by the customer. A route setting unit sets a route that, based on the purpose of visit obtained from the customer, sets the stores to be visited within the commercial facility and the destination as close as possible to the parking lot. A program that makes something work.

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