Customer service robots and programs

Abstract

To provide a receptionist robot and a program that can achieve a customer reception form meeting a customer's demand.SOLUTION: A receptionist robot is to autonomously travel and support a customer's shopping in a commercial facility including a plurality of shops, and comprises: an operation mode setting unit (movement form setting unit) that sets a movement form in moving with the customer to any one of a guiding mode (first movement form) of guiding the customer and moving along a set movement route, and a following mode (second movement form) of moving while following the customer; and a movement control unit that causes the receptionist robot to move at a constant distance from the customer in the movement form set by the operation mode setting unit.SELECTED DRAWING: Figure 12

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 to the location of a product has been proposed for a customer who cannot identify the display location of a product in a store. (For example, Patent Document 1).

[0003] In the customer support system disclosed in Patent Document 1, the customer service form performed by the customer service robot is limited to a form in which the customer is guided (guided) and served. Depending on the customer, there is also a desire to tour the store at the front by oneself, so it has been desired to realize a customer service form that meets the customer's desire.

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 realize a customer service form that meets the customer's desire.

Means for Solving the Problems

[0005] The customer service robot according to the embodiment autonomously moves to support customers' shopping in a commercial facility including a plurality of stores, and includes a movement form setting unit and a movement control unit. The movement form setting unit sets the movement form when moving along with a customer to either a first movement form in which the customer is guided and moves along a set movement route or a second movement form in which the robot moves following the customer. In addition, when the customer service robot is moving in its first mode of movement, if a customer deviates from the route or enters a store included in the behavior plan, the robot will change its mode of movement to a second mode of movement. The movement control unit moves the customer service robot in the movement form set by the movement form setting unit while keeping the distance from the customer constant.

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 is a functional block diagram showing an example of the functional configuration of a customer service robot, store equipment, and server equipment. [Figure 13] Figure 13 shows an example of a customer service robot leading a customer in lead mode. [Figure 14] Figure 14 shows an example of a customer service robot following a customer in follow-me mode. [Figure 15] Figure 15 illustrates the handover function of a customer service robot. [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 indicating 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 the 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 screen displayed on the back display unit when the customer service robot is operating in the leading mode. [Figure 22] FIG. 22 is a diagram showing an example of a screen displayed on the front display unit when the customer service robot is operating in the following mode. [Figure 23] FIG. 23 is a diagram showing an example of a screen displayed on the back display unit when the customer service robot is operating in the following mode. [Figure 24] FIG. 24 is a diagram showing an example of a basic operation screen. [Figure 25] FIG. 25 is a diagram showing an example of a product screen. [Figure 26] FIG. 26 is a flowchart showing an example of the flow of processing performed by the customer service robot. [Figure 27] FIG. 27 is a flowchart showing an example of the flow of movement control processing. [Figure 28] FIG. 28 is a flowchart showing an example of the flow of handover processing. [Figure 29] FIG. 29 is a flowchart showing an example of the flow of store cooperation processing. [Figure 30] FIG. 30 is a flowchart showing an example of the flow of purchase support processing.

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 system 40, and a customer terminal 50. The customer service robot 10, the store device 20, the server device 30, and the parking lot system 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 the 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 in 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 the 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 the data processing of the customer service support system 1. For example, the server device 30 manages the current position and operation state of the customer service robot 10. Also, for example, the server device 30 manages the products registered via the customer service robot 10 and the products purchased via the customer service robot 10.

[0012] In this embodiment, the server device 30 is implemented by a single information processing device, but it may also be a cloud server implemented by multiple information processing devices connected to a network. Furthermore, if the server device 30 is a cloud server, it may be configured to include store servers for each store.

[0013] The parking 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 system 40 has a gate device installed at the entrance and exit of the parking lot, surveillance cameras installed to cover each parking location in the parking lot, a parking management server, etc. (none of which are shown), and manages parking location and entry and exit times based on the vehicle registration number (the number written on the license plate) attached to the vehicle. For example, the parking management server recognizes the vehicle registration number of a vehicle from the image of the vehicle captured by the surveillance camera and stores it in association with information indicating the parking location within the parking lot. The parking management server also stores the entry and exit times of vehicles obtained via the gate device in association with the vehicle registration number of the vehicle, and collects fees according to the parking time via the gate device 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 a control unit 154 (see Figure 4), which will be described later. In addition, a tail section 116 corresponding to a kangaroo's tail is provided on the lower rear side of the housing 111. Note that the rear display unit 115 is an example of a second display unit in this disclosure.

[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 comprises 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 a 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. The front display unit 132 is an example of a first display unit in this disclosure.

[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). The front imaging unit 1431 is an example of the first imaging unit in this disclosure. The rear imaging unit 1432 is an example of the second imaging unit in this disclosure.

[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 system 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 customer information. 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, 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 used to obtain the vehicle's entry time from the parking system 40. The customer service support system 1, for example, uses the customer's vehicle entry time to inform the customer of the parking time and parking fee. The vehicle registration number is also used to obtain the vehicle's parking location from the parking system 40. The customer service support system 1, for example, uses customer instructions to transport the goods purchased by the customer to the parking location.

[0089] The user characteristics field stores the same information as the user characteristics stored in the robot management table 3163 mentioned above.

[0090] 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. In addition, for facial recognition of the customer, the user management table 3164 may store a facial image of the customer's face, or feature quantities indicating the characteristics of the face, associated with the user ID.

[0091] 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.

[0092] 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, and purchased flag, associated with the robot ID and transaction ID.

[0093] 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).

[0094] 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.

[0095] 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.

[0096] 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.

[0097] 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.

[0098] 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.

[0099] (Functional configuration of the customer service support system) Next, we will describe the functional configuration of the customer service robot 10, store equipment 20, and server equipment 30 mentioned above. Figure 12 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.

[0100] (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.

[0101] The information management unit 3141 updates various data tables stored in the memory unit 316 by cooperating with the customer service robot 10, the store equipment 20, and the parking system 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 system 40, and updates the various data tables based on the acquired information.

[0102] 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 system 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 system 40.

[0103] 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.

[0104] 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 the purchased flag, etc., in the transaction management table 3165 based on the robot ID and transaction ID of the customer service robot 10.

[0105] 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.

[0106] 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.

[0107] 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.

[0108] 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.

[0109] (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.

[0110] 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.

[0111] 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.

[0112] 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.

[0113] 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).

[0114] 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.

[0115] (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 1549, action plan generation unit 1550, store collaboration unit 1551, setting transfer unit 1552, purchase support unit 1553, and communication control unit 1554, 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.

[0116] 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.

[0117] 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.

[0118] 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.

[0119] 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.

[0120] The motion control unit 1544 comprehensively controls the operation of the customer service robot 10. The motion control unit 1544 further includes an operation mode setting unit 1545, an imaging control unit 1546, a customer detection unit 1547, and a movement control unit 1548.

[0121] The motion control unit 1544 instructs the front imaging unit 1431 to capture images of the customer when the customer checks in. At this time, both a front and rear image of the customer is captured. When capturing customer images (front and rear images), it is desirable for the customer service robot 10 to take the images 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.

[0122] The operation mode setting unit 1545, which is part of the operation control unit 1544, sets the operation mode of the customer service robot 10. The customer service robot 10 has three main operation modes: standby mode, customer service mode, and post-closing mode. In addition, the customer service robot 10 has two movement modes in customer service mode: a leading mode in which it moves in front of the customer, and a following mode in which it moves following the customer. The operation mode setting unit 1545 sets the operation mode of its own customer service robot 10 to either standby mode, customer service mode, or post-closing mode. The operation mode setting unit 1545 also sets the movement mode in customer service mode to either leading mode or following mode. The operation mode setting unit 1545 is an example of a movement mode setting unit in this disclosure. The leading mode and following mode will be described in more detail later.

[0123] The standby mode is the operating mode when the robot is not performing customer service. In standby mode, the operation 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 operation 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.

[0124] 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.

[0125] 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.

[0126] 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.

[0127] 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.

[0128] 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.

[0129] 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.

[0130] 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 1549, the action plan generation unit 1550, the store collaboration unit 1551, the setting transfer unit 1552, and the purchase support unit 1553 to support customer behavior.

[0131] Furthermore, in customer service mode, the movement control unit 1548, which is part of the motion control unit 1544, controls the drive unit 121 and makes the customer service robot 10 travel along a movement route (hereinafter also referred to as a patrol route or patrol order) generated by the action plan generation unit 1550, which will be described later, based on the images captured by the imaging unit 143 and the sensing results of various sensor units 158, thereby making the customer service robot 10 autonomously travel and guide customers. In particular, in the customer service robot 10 of this embodiment, the movement control unit 1548 moves the customer service robot 10 in a movement mode (leading mode or following mode) set by the motion mode setting unit 1545 while maintaining a constant distance from the customer.

[0132] In customer service mode, there are two modes of movement when accompanying a customer: leading mode and following mode. Leading mode is a mode in which the robot leads the customer and moves along a set route. Leading mode is an example of the first mode of movement in this disclosure. Figure 13 shows an example of a customer service robot leading a customer in leading mode. As shown in Figure 13, the customer service robot 10 moves leading the customer while maintaining a constant distance from the customer. On the other hand, following mode is a mode in which the robot moves following the customer. Following mode is an example of the second mode of movement in this disclosure. Figure 14 shows an example of a customer service robot following a customer in following mode. As shown in Figure 14, the customer service robot 10 moves following the customer while maintaining a constant distance from the customer.

[0133] The movement control unit 1548, through the interaction of the imaging control unit 1546 and customer detection unit 1547, which are both part of the motion control unit 1544, enables movement in either lead mode or follow mode. Regardless of the set movement mode (lead mode or follow mode), the movement control unit 1548 moves the customer service robot 10 while maintaining a constant distance from the customer.

[0134] The imaging control unit 1546 instructs the front imaging unit 1431 (first imaging unit), which images the front side in the direction of movement of the customer service robot 10, and the rear imaging unit 1432 (second imaging unit), which images the rear side in the direction of movement, to perform imaging.

[0135] When the operation mode setting unit 1545 sets the lead mode (first movement mode), the customer detection unit 1547 recognizes the customer's position based on a pre-registered front image of the customer from the images captured by the rear imaging unit 1432 (second imaging unit). Also, when the operation mode setting unit 1545 sets the follow mode (second movement mode), the customer detection unit 1547 recognizes the customer's position based on a pre-registered rear image of the customer from the images captured by the front imaging unit 1431 (first imaging unit). Note that the customer detection unit 1547 is an example of an image processing unit in this disclosure.

[0136] The movement control unit 1548 guides or follows the customer while maintaining a constant distance between itself (the customer service robot 10) and the customer recognized by the customer detection unit 1547. If the customer service robot 10 and the customer terminal 50 are connected by short-range wireless communication, the customer service robot 10 can detect the approximate position of the customer terminal 50 based on RSSI (Received Signal Strength Indicator), etc. By using the position of the customer terminal 50 detected in this way, the customer's position can be narrowed down. In this way, the distance between the customer service robot 10 and the customer terminal 50 may be estimated, and guidance or following may be performed based on the estimated distance. Alternatively, the customer detection unit 1547 can improve the efficiency of the customer detection process by narrowing the range in which customers are detected from the images captured by the front imaging unit 1431 or the rear imaging unit 1432 to a range corresponding to the estimated distance and direction between the customer service robot 10 and the customer terminal 50.

[0137] When the movement control unit 1548 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 1550, which will be described later. Specifically, the movement control unit 1548 moves the customer service robot 10 toward the destination stores in the order specified in the action plan. The movement control unit 1548 also makes the customer service robot 10 travel at a speed corresponding to the travel time between stores specified in the action plan.

[0138] Furthermore, in lead mode, the motion control unit 1544 displays a guidance screen Gf (see Figure 21) on the rear display unit 115 to inform the customer that it is being guided to the destination store, thereby prompting the customer to follow the device. Details of the guidance screen Gf will be described later. Also, in lead mode, the motion control unit 1544 displays a notification screen Ge (see Figure 20) on the front display unit 132 to alert surrounding customers that it is leading a customer. Details of the notification screen Ge will be described later. Note that each functional unit of the customer service robot 10 works in cooperation with the display control unit 1541 to display various screens on the front display unit 132 or the rear display unit 115. To avoid complexity in the explanation, in the following explanation, it will simply be stated that "the functional unit in question displays various screens and various information on the corresponding display unit."

[0139] Furthermore, the operation control unit 1544 may provide guidance not only through screen display but also through voice output. For example, the operation control unit 1544 may output voice guidance from the voice output unit 145 along with the guidance screen Gf, guiding the user to the destination store.

[0140] Customers can easily confirm their destination store and the distance to it by looking at the guidance screen Gf displayed on the rear display unit 115 of the preceding customer service robot 10. In addition, customers can easily check the surrounding common areas while on their way to their destination store, and can go to those common areas as needed.

[0141] 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 customer, such as touching the rear display unit 115, knocking on the main unit 11, or using 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. The motion control unit 1544 then displays the generated action plan screen Gd (see Figure 19) on the rear display unit 115, making it ready to accept various operations. In addition, if the motion control unit 1544 receives an instruction from a customer, such as wanting to go to a common area, while moving according to a set movement route, it will change the action plan and lead the customer to the specified common area. At that time, the action plan generation unit 1550 resets the travel route.

[0142] Furthermore, when the motion control unit 1544 stops the customer service robot 10 from moving, it may stop it with the front display unit 132 facing the customer.

[0143] When the customer service robot 10 is leading a customer in lead mode, if the customer moves away from the robot, such as by heading to a common area or restroom, the customer will move in a direction different from the direction 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 operation mode setting unit 1545 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 operation 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 the operation mode setting unit 1545 detects a customer matching the user characteristics coming out of the common area or restroom, it switches back to lead mode and continues guiding the customer to the destination store. The operation control unit 1544 also instructs the action plan generation unit 1550, described later, to reset the route to return to the original action plan from the position where the robot deviated from the action plan.

[0144] Furthermore, if, during the guidance of a customer, the customer decides to go to another store not registered in the action plan, the operation mode setting unit 1545 will cancel the guidance mode and switch to follow mode. In this case, the operation mode setting unit 1545 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 to guidance mode and continue guiding the customer to the destination store. In this case, the operation control unit 1544 may 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 1550.

[0145] The operation mode setting unit 1545 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 operation mode setting unit 1545 determines that the destination store has been reached, it switches the operation mode of the customer service robot 10 from lead mode to follow mode.

[0146] 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.

[0147] When the movement control unit 1548 switches to follow mode, it controls the movement of the customer service robot 10 to follow the check-in user (customer).

[0148] In follow mode, the motion control unit 1544 displays a notification screen Gg (see Figure 22) on the front display unit 132 indicating that follow operation is in progress, such as "I will accompany you." Details of the notification screen Gg will be described later. In addition, in follow mode, the motion control unit 1544 displays an information display screen Gh (see Figure 23) on the rear display unit 115, which includes advertisements related to the commercial facility and information such as the status of product registration and payment for the customer being guided. Details of the information display screen Gh will be described later. The information display screen Gh may also include information informing the customer that it is operating in follow mode, and information such as advertisements encouraging the use of the customer service robot 10.

[0149] 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.

[0150] 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 business hours.

[0151] 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.

[0152] 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.

[0153] The personalization processing unit 1549 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 1549 also performs personalization processing to change the settings stored in the characteristic information and user settings of the user management table 3164.

[0154] 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.

[0155] Furthermore, there are no specific restrictions on how settings can be changed; they can be changed via screen operation or voice operation. For example, after a check-in operation, the personalization processing unit 1549 may display a screen on the front display unit 132 to confirm whether or not to change the settings. In this case, when the personalization processing unit 1549 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 1549 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.

[0156] Furthermore, when a setting change is made, the personalization processing unit 1549 registers the changed setting as a user setting in the user management table 3164, associating it with the user ID of the check-in user.

[0157] Furthermore, if the check-in user is a member, the personalization processing unit 1549 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 1549 may change the settings of its own device based on the user settings read by the read / write control unit 1543 during check-in.

[0158] 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.

[0159] 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 1549 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.

[0160] The behavior plan generation unit 1550 performs processing to support customer behavior within the commercial facility. Specifically, the behavior plan generation unit 1550 narrows down destinations while confirming the purpose of visit and conditions obtained from the customer, and generates a behavior plan that includes stores to visit and travel routes within the commercial facility, and proposes it to the customer.

[0161] When the action plan generation unit 1550 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 1550 then displays the generated action plan screen Gd (see Figure 19) on the front display unit 132. For more details on the operation of the action plan generation unit 1550, see the following (see Figures 17 to 19).

[0162] 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.

[0163] 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.

[0164] 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.

[0165] 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 1550 may also arrange the order of visits as appropriate. For example, the action plan generation unit 1550 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 1550 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 1550 may take into account the congestion status of the destination stores and arrange the destination stores in the order that minimizes waiting time.

[0166] When the motion control unit 1544 determines that the destination store has been reached, it activates the store coordination unit 1551 and coordinates its own customer service robot 10 with the store equipment 20 installed at the destination store. The store coordination unit 1551 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 1551 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.

[0167] 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 1549, it is possible to easily distinguish them from electronic shelf labels that illuminate according to the settings of other customers being served by a different customer service robot 10.

[0168] Specifically, the store coordination unit 1551 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 1551 works in cooperation with the store device 20 to control the illumination of the electronic shelf labels placed at the identified display location.

[0169] 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.

[0170] The setting transfer unit 1552 facilitates the transfer of various setting information, such as the robot management table 3163, user management table 3164, and transaction management table 3165, which serve as the norms for the customer service behavior, between customer service robot 10 and another customer service robot 10.

[0171] 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.

[0172] Specifically, the operation control unit 1544 communicates wirelessly with the elevator to call the elevator and specify the target floor.

[0173] If there is no elevator or the elevator is unusable, the setting transfer unit 1552 requests assistance from a customer service robot 10 in standby mode located on the target floor. The setting transfer unit 1552 then transfers its pre-configured behavior pattern to another customer service robot 10, thereby continuing to assist the customer. 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 will take over the settings to the exit of the escalator for 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.

[0174] 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.

[0175] On the other hand, if the floor number is different, the setting transfer unit 1552 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 setting transfer unit 1552 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 in its own customer service robot 10 to the searched other customer service robot 10, and moves the other customer service robot 10 to the location of the transfer point.

[0176] Here, the method of data transfer is not particularly specified. For example, the setting transfer unit 1552 may directly send data to the other customer service robot 10. Alternatively, the setting transfer unit 1552 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 setting transfer unit 1552 may instruct the server device 30 to send its own various data tables to the customer service robot 10 that will receive the data.

[0177] A more detailed explanation of the handover process will be provided using Figure 15. Figure 15 is a diagram illustrating the handover function of a customer service robot. In Figure 15, the customer service robot 101 currently guiding the customer is on the M floor. The robot's set behavior pattern includes a route to move to the M+1 floor. If the elevator is unavailable due to congestion or malfunction, the behavior plan generation unit 1550 suggests using the escalator 60 and guides the customer to the entrance of the escalator 60 on the M floor.

[0178] At this time, the setting handover unit 1552 of the customer service robot 101 requests the server device 30 to provide support for customer service robots on the M+1 floor. Upon receiving the request, the robot management unit 3142 of the server device 30 searches for customer service robots that are in standby mode on the M+1 floor. As a result, it hands over various information that customer service robot 101 was using to guide customers to the customer service robot 102 that is found. Then, it moves customer service robot 102 to the exit of escalator 60 on the M+1 floor.

[0179] If an item such as product P is placed on the platform 112 of the customer service robot 101 that has been providing guidance, the motion control unit 1544 of the customer service robot 101 may display a screen prompting the customer to take the item and move on the escalator 60 to place it on the new customer service robot 102, or it may display a screen instructing the customer to leave the item at a pick-up counter or the like. In the latter case, when the motion control unit 1544 of the customer service robot 101 receives the instruction to move, it transports the item placed on the platform 112 to the pick-up counter.

[0180] When the customer moves to the M+1 floor via escalator 60, they come face to face with customer service robot 102 at the exit of escalator 60. At this point, all the setting information from the customer service robot 101 that was previously serving the customer, such as the check-in user's user ID, user settings, behavior plan, and local transaction management table, has been transferred to customer service robot 102, so the customer does not need to perform the check-in operation again. After that, the customer is guided by customer service robot 102 on the M+1 floor.

[0181] 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.

[0182] The purchase support unit 1553 performs processing to support the purchase of goods. For example, the purchase support unit 1553 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 1553 reads a product code from 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 that of the transaction management table 3165, or it may have a data structure similar to the transaction management table 3165 with the robot ID removed.

[0183] Furthermore, the purchase support unit 1553 executes settlement processing for products registered in the local transaction management table in response to customer operations. Specifically, the purchase support unit 1553 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 1553 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.

[0184] 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.

[0185] If the customer service robot 10 is not equipped with an automated cash payment machine, the purchase support unit 1553 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 1553 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.

[0186] Furthermore, the purchase support unit 1553 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 having the external device perform the payment, it is preferable for the purchase support unit 1553 to work in cooperation with the operation control unit 1544 to guide the customer to the destination external device.

[0187] Furthermore, upon completion of the payment processing, the purchase support unit 1553 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 1553 controls the printer to output a receipt from it.

[0188] The purchase support unit 1553 may also print a receipt in the form of an electronic receipt. In this case, the purchase support unit 1553 may send the electronic receipt to the customer terminal 50 with which pairing has been established. Alternatively, the purchase support unit 1553 may send the electronic receipt to an address stored in the user management table 3164.

[0189] In this case, the purchase support unit 1553 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 1553 may print a receipt when the customer service robot 10 leaves the store. Furthermore, the purchase support unit 1553 may print a collection of receipts for 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.

[0190] Furthermore, when the purchase support unit 1553 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.

[0191] Furthermore, the purchase support unit 1553 is equipped with functions to assist customers in selecting potential purchase items. Specifically, the purchase support unit 1553 has a recommendation function that selects and presents products suitable for the customer's preferences as potential purchase items.

[0192] For example, in a clothing store or similar establishment, when a standard product is selected by reading the product code, the purchase support unit 1553 selects products suitable for combination (or substitution) based on additional information such as size, color, and design included in the product's supplementary information. The purchase support unit 1553 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.

[0193] The method of selecting products is not particularly limited, and publicly known recommendation technologies can be used. For example, the purchase support unit 1553 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. However, the system 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 the system is not limited to these.

[0194] In this embodiment, the purchase support unit 1553 restricts the customer's actions so that registered products cannot be taken out of the store until payment is completed within the store. For example, the purchase support unit 1553 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 products. Alternatively, for example, if the configuration allows the customer to move out of the store even if there are unpaid store products, the purchase support unit 1553 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 products.

[0195] Furthermore, the purchase support unit 1553 may notify store staff or customers themselves if there are unpaid items among the registered store products. For example, the purchase support unit 1553 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 1553 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 there are unpaid items, by checking the display on the rear display unit 115.

[0196] Furthermore, the purchase support unit 1553 may allow payment processing for registered provisional products to be performed not only within the store but also after leaving the store. This allows customers to compare provisional products with similar products at another store before purchasing the product they like.

[0197] 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.

[0198] Therefore, the purchase support unit 1553 may display a screen (not shown) on the front display unit 132 that allows the customer to select a method of receiving the product for which payment processing has been completed. The screen for selecting the method of receiving the product may display options such as mail delivery, counter pickup, locker pickup, exit pickup, and parking lot pickup. The purchase support unit 1553 identifies the method of receiving the product by obtaining the customer's selection. Subsequently, the purchase support unit 1553 requests the customer to specify detailed information according to the selected method of receiving the product. For example, if mail delivery is selected, the customer is instructed to enter the shipping address information. If counter pickup, locker pickup, or exit pickup is specified, the customer is instructed to specify the specific location of the counter, locker, or exit. Furthermore, if parking lot pickup is specified, the unit 1553 verifies whether the parking location of the customer's vehicle, obtained from the parking system 40 via the server device 30, is correct.

[0199] The communication control unit 1554 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 1554 controls communication with the elevator when the customer service robot 10 uses the elevator to move between floors of different numbers.

[0200] Although data exchange between different devices is carried out by the communication control units of each device, the explanation will be complicated, so the explanations of communication control units 1554, 3143, and 2144 will be omitted in the following operation descriptions.

[0201] (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.

[0202] 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.

[0203] 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.

[0204] 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.

[0205] 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 mode setting unit 1545 determines that a check-in operation has been performed by a member and changes 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 transitions to customer service mode. Furthermore, 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.

[0206] 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 1549 may also display a screen prompting member registration on the front display unit 132.

[0207] Furthermore, even if a check-in operation is performed via touch, during customer service mode, the user can switch to a member check-in state by entering their user ID at any time.

[0208] 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.

[0209] 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.

[0210] (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.

[0211] The action plan generation unit 1550 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 1550 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.

[0212] The store confirmation screen Gc displays multiple options Gca indicating stores that can fulfill the purpose selected on the previous store visit purpose confirmation screen Gb. Figure 18 is an example of the store confirmation screen Gc, showing the case where the option Gba "I want to buy" is selected from the store visit purpose confirmation screen Gb in Figure 17.

[0213] 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 1550 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 1550 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.

[0214] 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.

[0215] Furthermore, the action plan generation unit 1550 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 1550 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.

[0216] 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.

[0217] 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.

[0218] 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.

[0219] 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 1550 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 1550 deletes the destination store that was the target of the operation and updates the action plan.

[0220] 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 1550 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.

[0221] 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 1550 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 1550 may also display a map that has been processed by 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.

[0222] 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 mode setting unit 1545 switches the operation mode of the 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.

[0223] 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.

[0224] 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.

[0225] (Example of a screen displayed on a robot while it is moving in customer service mode) Figures 20 to 23 illustrate examples of screens displayed on the front display unit 132 and the rear display unit 115 while the customer service robot 10 is moving in customer service mode. Figure 20 shows an example of a screen displayed on the front display unit when the customer service robot is operating in lead mode. Figure 21 shows an example of a screen displayed on the rear display unit when the customer service robot is operating in lead mode. Figure 22 shows an example of a screen displayed on the front display unit when the customer service robot is operating in follow mode. Figure 23 shows an example of a screen displayed on the rear display unit when the customer service robot is operating in follow mode.

[0226] 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.

[0227] For example, when the customer service robot 10 is operating in lead mode, the motion control unit 1544 displays the notification screen Ge shown in Figure 20 on the front display unit 132.

[0228] The notification screen Ge displays information Gea indicating that a customer is being guided, and Geb (in this case, store A), which is the destination store.

[0229] At this time, the operation control unit 1544 displays the guidance screen Gf shown in Figure 21 on the rear display unit 115.

[0230] 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 21 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 21 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.

[0231] 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.

[0232] Furthermore, for example, when the customer service robot 10 is operating in follow mode, the motion control unit 1544 displays the notification screen Gg shown in Figure 22 on the front display unit 132.

[0233] The notification screen Gg displays notification information Gga indicating that the customer is being followed, and the name of the destination store Ggb (in this case, store A).

[0234] At this time, the operation control unit 1544 causes the rear display unit 115 to display the information display screen Gh shown in Figure 23.

[0235] The information display screen Gh shows the number of registered items Gha and the number of paid items Ghb. The number of registered items Gha is the number of items registered by the customer during guidance by the customer service robot 10. The number of paid items Ghb is the number of registered items for which payment has been completed. The example in Figure 23 shows that two items have been registered, and one of them has been paid for (i.e., one item is still unpaid).

[0236] By displaying the number of registered items (Gha) and the number of paid items (Ghb), store staff or employees of commercial facilities can easily grasp the status of transactions, such as whether or not there are any unpaid items.

[0237] Furthermore, the area below the information display screen Gh is a free display space where various types of information can be displayed, such as advertising information Ghc for commercial facilities and stores, or the time elapsed since a customer arrived.

[0238] (Examples of various screens displayed by customer service robots during shopping) Figures 24 and 25 will be used to explain specific examples of the operation of the purchase support unit 1553. Figure 24 is a diagram showing an example of the basic operation screen. Figure 25 is a diagram showing an example of the product screen.

[0239] When the customer service robot 10 arrives at the store and switches to follow mode, the purchase support unit 1553 displays the basic operation screen Gi shown in Figure 24 on the front display unit 132 and waits for customer input.

[0240] 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.

[0241] 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.

[0242] 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 1553 may perform control to activate the imaging unit 143 or the reader / writer unit 157 according to the touched icon.

[0243] Additionally, the basic operation screen Gi displays the operators Gif, Gig, and Gih. Operator Gif is used to contact store staff. Operator Gig is used to check registered products. When operator Gig is used, a virtual shopping cart screen (not shown) is displayed showing product images, product names, prices, etc., of the products registered at that time. Operator Gih is used to initiate the payment process.

[0244] When the operator GIF is operated, the purchase support unit 1553 works in cooperation with the store device 20 to perform a process to request assistance from a store employee. For example, the store collaboration unit 1551 requests assistance from a store employee by sending information to the store device 20 specifying the location of its own customer service robot 10 and the product to be inquired about. In this case, the store device 20 notifies the store employee's terminal of the location of the customer service robot 10, prompting the employee to assist the customer.

[0245] When the purchase support unit 1553 receives input of a product code by reading a code symbol or wireless tag, it displays, for example, the product screen Gj shown in Figure 25 on the front display unit 132.

[0246] The product screen Gj has various controls as described in the basic operation screen Gi. Furthermore, a region Gja for displaying product images is provided in the center of the product screen Gj. The purchase support unit 1553 reads product information corresponding to the entered product code from the product master 2191 and displays the product images included in the read data entries in region Gja. The purchase support unit 1553 also executes product registration processing based on the read data entries.

[0247] Figure 25 shows the state after product AAA has been read, with a product image representing the appearance of product AAA displayed in area Gja. In addition, the product name and price of product AAA are displayed in the vicinity of area Gja.

[0248] Furthermore, the product screen Gj is equipped with operators Gjb and Gjc. Operator Gjb is an operator used to instruct the product registration process for products displayed in area Gja of the product screen Gj. Operator Gjc is an operator used to instruct the execution of the recommendation function. When the purchase support unit 1553 receives an operation from operator Gjb, it performs a product registration process (hereinafter also referred to as product registration) to register the product information of the corresponding product in the local transaction management table based on the entered product code. When the purchase support unit 1553 receives an operation from operator Ggc, it selects products (hereinafter also referred to as recommended products) from the product master 2191 that are to be combined with product AAA (for example, coordinated) based on additional information of the product displayed in area Gja. Then, based on the data entry of the selected product, the purchase support unit 1553 displays the product screen Gj, which shows the product image, etc. of the selected product, on the front display unit 132.

[0249] Furthermore, although not shown in the diagram, an operator for instructing virtual try-on of products displayed in area Gja may be provided alongside the operators Gjb and Gjc. When the purchase support unit 1553 receives an operation from the operator, it generates a composite image by superimposing the product image of the product displayed in area Gja onto the customer image captured by the front imaging unit 1431. The purchase support unit 1553 then realizes virtual try-on by displaying the generated composite image in area Gja or on a separate screen. It should be noted that known technologies can be used for the processing related to virtual try-on.

[0250] The purchasing support unit 1553 suggests potential purchase options that can be combined with the product selected by the customer. If the customer likes the suggested options, they can register them as items to purchase.

[0251] (Process flow performed by the customer service robot) The processing flow of the customer service robot 10 in this embodiment will be explained using Figure 26. Figure 26 is a flowchart showing an example of the processing flow of the customer service robot.

[0252] The operation control unit 1544 performs the check-in process described above (step S10). A detailed explanation of the specific process is omitted.

[0253] The personalization processing unit 1549 performs the personalization process described above (step S11). A detailed explanation of the specific process is omitted.

[0254] The action plan generation unit 1550 performs an action plan setting process to set the action plan described above (step S12). A detailed explanation of the specific process is omitted.

[0255] The motion control unit 1544 performs movement control processing to move the customer service robot 10 according to the action plan (step S13). The detailed flow of the movement control processing will be described later (see Figure 27).

[0256] The setting handover unit 1552 determines whether a handover of the customer service robot 10 is necessary (step S14). A handover is determined to be necessary if the movement route generated by the action plan generation unit 1550 involves movement between different floor levels and it is difficult to move by elevator, or if the customer service robot 10's battery is depleted. If it is determined that a handover of the customer service robot 10 is necessary (step S14: Yes), the process proceeds to step S15. On the other hand, if it is determined that a handover of the customer service robot 10 is not necessary (step S14: No), the process proceeds to step S16.

[0257] In step S14, if it is determined that a handover is necessary, the setting handover unit 1552 performs the handover process for the customer service robot 10 (step S15). The detailed flow of the handover process will be described later (see Figure 28).

[0258] Following step S15, the motion control unit 1544 determines whether the customer service robot 10 has arrived at the next store it will visit (step S16). If it is determined that the robot has arrived at the store (step S16: Yes), the process proceeds to step S17. On the other hand, if it is not determined that the robot has arrived at the store (step S16: No), the process returns to step S13.

[0259] In step S16, when it is determined that the user has arrived at a store, the store coordination unit 1551 works in cooperation with the store equipment 20 of the visited store to perform store coordination processing, such as illuminating the electronic shelf labels mentioned above (step S17). The detailed flow of the store coordination processing will be described later (see Figure 29).

[0260] Next, the purchase support unit 1553 performs purchase support processing to assist in the purchase of the product (step S18). The detailed flow of the purchase support processing will be described later (see Figure 30).

[0261] 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 1550 (step S19). 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 S19: Yes), the process proceeds to step S20. On the other hand, if it is not determined that all stores have been visited (step S19: No), the process returns to step S13.

[0262] In step S19, if it is determined that all stores have been visited, the motion control unit 1544 clears the various data held by its customer service robot 10 and puts the customer service robot 10 into standby mode (step S20).

[0263] Next, the motion control unit 1544 moves the customer service robot 10 to a predetermined location within the commercial facility. This predetermined location may be the entrance of the commercial facility where the customer service robots 10 are gathered, or it may be a charging area for charging the batteries of the customer service robots 10 after use. The operation to return the customer service robots 10 to the predetermined location may be performed remotely by a store employee. This remote operation to return the customer service robots 10 to the predetermined location may be performed separately for each customer service robot 10, or it may be an operation to return multiple customer service robots 10 to the predetermined location together. After arriving at the predetermined location, the customer service robot 10 completes the process shown in Figure 26.

[0264] (Flow of movement control processing performed by the customer service support system) The flow of the movement control process will be explained using Figure 27. Figure 27 is a flowchart showing an example of the movement control process flow.

[0265] The customer service robot 10 performs movement control processing in cooperation with the server device 30. First, let's explain the processing flow performed by the customer service robot 10.

[0266] The motion control unit 1544 (operation mode setting unit 1545) determines whether the operation reception unit 1542 has received an instruction to change the customer service mode (in this case, an instruction to change between lead mode and follow mode) (step S23). The motion control unit 1544 determines that an instruction to change the customer service mode of the customer service robot 10 has been received by receiving a direct instruction from the customer via the interface unit 13, or by receiving an instruction from the pairing device. The motion control unit 1544 also determines that an instruction to change from lead mode to follow mode has been received, for example, when the customer service robot 10 arrives at the store. Furthermore, the motion control unit 1544 determines that an instruction to change from follow mode to lead mode has been received, triggered by the customer leaving the store. If it is determined that an instruction to change the customer service mode has been received (step S23: Yes), the process proceeds to step S24. On the other hand, if it is not determined that an instruction to change the customer service mode has been received (step S23: No), the process proceeds to step S25.

[0267] In step S23, when it is determined that an instruction to change the customer service mode has been received, the operation mode setting unit 1545 changes the customer service mode from the leading mode to the following mode, or from the following mode to the leading mode (step S24). Note that when the customer service robot 10 arrives at the store, it may automatically shift to the following mode without waiting for an instruction from the customer.

[0268] The operation control unit 1544 (customer detection unit 1547) recognizes the presence position of the customer from the images captured by the imaging unit 143 (step S25). Note that the customer detection unit 1547 can more efficiently recognize the presence position of the customer by also using the presence position of the customer terminal 50 or the presence position of the beacon terminal described above.

[0269] The operation control unit 1544 (movement control unit 1548) executes movement control to move in the leading mode or the following mode while maintaining a constant positional relationship with the customer recognized in step S25 (step S26). At this time, when there is an obstacle in the traveling direction, the movement control unit 1548 also performs movement control such as temporarily stopping in front of the obstacle or avoiding the obstacle and moving.

[0270] The operation control unit 1544 specifies (dead reckoning) the current position of the customer service robot 10 in the commercial facility based on the positioning result of the positioning unit 159, the speed and movement direction of the customer service robot 10 detected by the sensor unit 158, and the map information 3161 (step S27).

[0271] The operation control unit 1544 updates the guidance information displayed on the guidance screen Gf based on the current position of the customer service robot 10 specified in step S27 (step S28).

[0272] The operation control unit 1544 outputs the current position of the customer service robot 10 specified in step S27 to the server device 30 (step S29). Thereafter, the customer service robot 1 ends the movement control process and returns to the main routine of FIG. 26.

[0273] Next, we will explain the processing flow performed by the server device 30.

[0274] The information management unit 3141 obtains the current location from the customer service robot 10 (step S31).

[0275] The information management unit 3141 updates the robot management table 3163 by storing the acquired current position of the customer service robot 10 in the robot management table 3163 (step S32). After that, the server device 30 terminates the operation related to the movement control process.

[0276] (Flow of the handover process performed by the customer service support system) Figure 28 will be used to explain the handover process flow. Figure 28 is a flowchart showing an example of the handover process flow.

[0277] The customer service robot 10 on the side requesting the handover (customer service robot 101 in Figure 15) performs the handover process, for example, by cooperating with the server device 30 and the customer service robot 10 on the handover side. First, the processing flow performed by the customer service robot 10 on the side requesting the handover will be explained.

[0278] The setting handover unit 1552 of the customer service robot 10 on the handover request side outputs a handover request to the server device 30 (step S41).

[0279] The setting handover unit 1552 of the customer service robot 10 requesting the handover determines whether it has received information from the customer service robot 10 on the handover side indicating that it has arrived at the handover location (step S42). If it is determined that it has received information indicating that it has arrived at the handover location (step S42: Yes), the process proceeds to step S43. On the other hand, if it is not determined that it has received information indicating that it has arrived at the handover location (step S42: No), the process repeats step S42.

[0280] In step S42, if it is determined that information indicating arrival at the handover point has been obtained, the setting handover unit 1552 of the customer service robot 10 requesting the handover determines whether the customer has given instructions to store the goods being transported (step S43). If it is determined that there are instructions to store the goods (step S43: Yes), the process proceeds to step S44. On the other hand, if it is determined that there are no instructions to store the goods (step S43: No), the process proceeds to step S45.

[0281] In step S43, if it is determined that there is an instruction to store the product, the motion control unit 1544 (movement control unit 1548) of the customer service robot 10 that is requesting the handover transports the product to the storage location (counter, etc.) specified by the customer (step S44).

[0282] Once the delivery of the goods is complete, the motion control unit 1544 of the customer service robot 10 requesting the handover moves itself to a predetermined position (step S45). Also, if it is not determined in step S43 that there is an instruction to store the goods, the motion control unit 1544 of the customer service robot 10 requesting the handover also moves itself to a predetermined position (step S45). After that, the customer service robot 10 requesting the handover ends the handover process.

[0283] Next, we will explain the processing flow performed by the server device 30.

[0284] The robot management unit 3142 receives a handover request from the customer service robot 10 that is requesting the handover (step S61).

[0285] The robot management unit 3142 refers to the robot management table 3163 of the customer service robot 10 requesting the handover to confirm the current location and set movement route of the customer service robot 10 requesting the handover. Then, the robot management unit 3142 searches for a customer service robot 10 that can take over (step S62).

[0286] The robot management unit 3142 sends various files of the customer service robot 10 requesting the handover (robot management table 3163, user management table 3164, transaction management table 3165, etc.) to the customer service robot 10 taking over (step S63). After that, the server device 30 completes the operations related to the handover process.

[0287] Next, we will explain the processing flow performed by the customer service robot 10 (customer service robot 102 in Figure 15) on the handover side.

[0288] The setting handover unit 1552 of the customer service robot 10 on the handover side obtains various files (robot management table 3163, user management table 3164, transaction management table 3165, etc.) from the server device 30 (step S51).

[0289] The action plan generation unit 1550 of the customer service robot 10 on the handover side resets the movement route from its current position, passing through the handover point, and then following the action pattern generated by the customer service robot 10 on the handover requesting side (step S52).

[0290] The motion control unit 1544 (movement control unit 1548) of the customer service robot 10 on the handover side performs movement control to move itself to the handover point (step S53).

[0291] The motion control unit 1544 of the customer service robot 10 on the handover side determines whether it has arrived at the destination (handover point) (step S54). If it is determined that it has arrived at the handover point (step S54: Yes), the process proceeds to step S55. On the other hand, if it is not determined that it has arrived at the handover point (step S54: No), the process returns to step S53.

[0292] In step S54, if it is determined that the handover point has been reached, the setting handover unit 1552 of the handover-side customer service robot 10 outputs information to the handover-requesting customer service robot 10 indicating that it has arrived at the handover point (step S55).

[0293] Subsequently, the operation control unit 1544 (customer detection unit 1547) of the customer service robot 10 on the receiving side determines whether it has detected a customer to be served (step S56). If it is determined that a customer has been detected (step S56: Yes), the customer service robot 10 on the receiving side ends the handover process, returns to the flowchart of FIG. 26, and continues to serve customers. On the other hand, if it is determined that a customer has not been detected (step S56: No), step S56 is repeated.

[0294] (Flow of store cooperation processing performed by the customer service support system) Using FIG. 29, the flow of the store cooperation processing will be described. FIG. 29 is a flowchart showing an example of the flow of the store cooperation processing.

[0295] The customer service robot 10 performs store cooperation processing by collaborating with the store device 20. First, the flow of the processing performed by the customer service robot 10 will be described.

[0296] When the customer service robot 10 enters the store, the store cooperation unit 1551 establishes a connection to exchange information between the communication unit 160 of the customer service robot 10 and the communication unit 217 of the store device 20 (step S71). The connection established here is maintained until the customer service robot 10 leaves the store.

[0297] The store cooperation unit 1551 determines whether the product selected by the customer or a product that suits the customer's preference is available in the store (step S72). Specifically, the store cooperation unit 1551 determines whether the product selected by the customer or a product that suits the customer's preference is available in the store based on, for example, the content of the robot management table 3163 and user management table 3164 obtained from the server device 30 and the content of the product master 2191 (not shown in FIG. 29). If it is determined that the corresponding product is available in the store (step S72: Yes), the process proceeds to step S73. On the other hand, if it is determined that the corresponding product is not available in the store (step S72: No), the customer service robot 10 ends the store cooperation processing and returns to the main routine of FIG. 26.

[0298] In step S72, if it is determined that the relevant product is available in the store, the store coordination unit 1551 outputs the product code of the relevant product to the store device 20 (step S73). After that, the customer service robot 10 finishes the store coordination process and returns to the main routine shown in Figure 26.

[0299] Next, we will explain the processing flow performed by the store equipment 20.

[0300] The communication control unit 2144 establishes a connection between the communication unit 217 of the store equipment 20 and the communication unit 160 of the customer service robot 10 to exchange information (step S81). The connection established here is maintained until the customer service robot 10 leaves the store.

[0301] The robot coordination unit 2142 determines whether it has obtained a product code from the customer service robot 10 (step S82). If it is determined that a product code has been obtained (step S82: Yes), the process proceeds to step S83. On the other hand, if it is determined that a product code has not been obtained (step S82: No), the store device 20 terminates its operations related to the store coordination process.

[0302] In step S82, if it is determined that the product code has been acquired, the robot cooperation unit 2142 outputs a light-up instruction to the electronic shelf label of the corresponding product (step S83). As a result, the electronic shelf label of the corresponding product lights up, making it easy for customers to find the product. The store device 20 stops the illumination of the electronic shelf label when the customer service robot 10 leaves the store and the connection established in step S81 is lost (not shown in Figure 29). After that, the store device 20 terminates the operations related to the store cooperation process.

[0303] (Flow of the purchase support process performed by the customer service support system) Figure 30 illustrates the flow of the purchase support process. Figure 30 is a flowchart showing an example of the purchase support process flow.

[0304] 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.

[0305] 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 30.

[0306] The purchase support unit 1553 determines whether a product code has been entered (step S90). Specifically, the purchase support unit 1553 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.

[0307] In step S90, if it is determined that a product code has been entered, the purchase support unit 1553 displays the product screen Gj on the front display unit 132 (step S91).

[0308] Next, the purchase support unit 1553 determines whether there is a recommendation request from the customer (step S92). Specifically, the purchase support unit 1553 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 not determined that there is a recommendation request (step S92: No), the process proceeds to step S94.

[0309] In step S92, if it is determined that there is a recommendation request, the purchase support unit 1553 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).

[0310] Next, the purchase support unit 1553 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 1553 determines whether there is a registration instruction for the product displayed on the product screen Gj (step S94). Specifically, the purchase support unit 1553 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.

[0311] In step S94, if it is determined that there is a product registration instruction, the purchase support unit 1553 registers the product (step S95). At this time, the purchase support unit 1553 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.

[0312] Returning to step S90, if it is determined that a product code was not entered in step S90, the purchase support unit 1553 determines whether an instruction to display the virtual shopping cart has been given (step S101). Specifically, the purchase support unit 1553 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.

[0313] In step S101, if it is determined that an instruction to display the virtual shopping cart has been given, the purchase support unit 1553 displays a list of registered products (not shown) on the front display unit 132 of the customer service robot 10 (step S102).

[0314] Next, the purchase support unit 1553 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.

[0315] In step S103, if it is determined that a product has been selected, the purchase support unit 1553 displays the product screen Gj showing the selected product on the front display unit 132 of the customer service robot 10 (step S104).

[0316] The purchase support unit 1553 determines whether payment has been instructed on the product screen Gj (step S105). Specifically, the purchase support unit 1553 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.

[0317] If it is not determined in step S105 that payment has been instructed, the purchase support unit 1553 determines whether the customer has instructed the customer to leave the store (step S106). Specifically, the purchase support unit 1553 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.

[0318] In step S106, if it is determined that the customer has given an instruction to leave the store, the purchase support unit 1553 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 26 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.

[0319] In step S107, if it is determined that not all registered store products have been paid for, the purchase support unit 1553 instructs the customer service robot 10 to notify the customer (step S108). Specifically, the purchase support unit 1553 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.

[0320] 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 1553 determines whether a payment instruction has been given (step S111). Specifically, the purchase support unit 1553 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.

[0321] If it is determined in step S111 that a payment instruction has been made, the purchase support unit 1553 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.

[0322] The purchase support unit 1553 accepts the selection of options on the payment method selection screen (step S113).

[0323] Next, the purchase support unit 1553 executes the settlement instructed in step S105 or step S111 using the method accepted in step S113 (step S114).

[0324] Next, the purchase support unit 1553 determines whether the customer has given instructions on how to receive the goods (step S115). Specifically, the purchase support unit 1553 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.

[0325] In step S115, if it is determined that the customer has given instructions on how to receive the product, the purchase support unit 1553 accepts the selection of a product receiving method from the product receiving method selection screen (not shown) displayed on the front display unit 132 (step S116). The receiving method selection screen displays options such as "ship," "receive at the counter," "receive in a locker," "receive at the exit," and "receive in the parking lot," and the purchase support unit 1553 obtains the selected receiving method. If the purchased product is a temporary product, the product will be shipped at a later date, so only "ship" and "return to the store and receive at the counter" may be available as options. On the other hand, if the purchased product is a store product, all of the above options are available.

[0326] The purchase support unit 1553 arranges for the goods to be received using the delivery method selected in step S116 (step S117). Then, the process returns to step S106.

[0327] Returning to step S111, if it is determined that a payment instruction has not been made in step S111, the purchase support unit 1553 determines whether there is an inquiry request (step S121). Specifically, the purchase support unit 1553 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.

[0328] In step S121, if it is determined that there is an inquiry request from the customer, the purchase support unit 1553 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.

[0329] 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.

[0330] Furthermore, the customer service robot 10 may settle the parking fee after the customer has finished shopping. In this case, the purchase support unit 1553 calculates the parking time from the current time and the parking start time, and calculates the parking fee according to the parking time. Then, taking into account the parking fee service based on the total amount of goods purchased by the customer, if settlement of the parking fee is necessary, it will have the customer settle the outstanding parking fee.

[0331] 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 system 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 even provided via a network such as the Internet.

[0332] (Effects of the embodiment) As described above, the customer service robot 10 of this embodiment moves autonomously to support customers' shopping in a commercial facility including multiple stores, and includes an operation mode setting unit 1545 (movement mode setting unit) that sets the movement mode when accompanying a customer to either a leading mode (first movement mode) in which the robot leads the customer and moves along a set movement route, or a following mode (second movement mode) in which the robot follows the customer, and a movement control unit 1548 that moves the customer service robot 10 in the movement mode set by the operation mode setting unit 1545 while maintaining a constant distance from the customer.Therefore, it is possible to realize a customer service mode that meets the customer's needs.

[0333] Furthermore, the customer service robot 10 of this embodiment includes an imaging control unit 1546 that causes a front imaging unit 1431 (first imaging unit) to image the front side in the direction of movement and a rear imaging unit 1432 (second imaging unit) to image the rear side in the direction of movement, and a customer detection unit 1547 (image processing unit) that recognizes the position of a pre-registered customer from the image captured by the rear imaging unit 1432 when the operation mode setting unit 1545 (movement form setting unit) sets the lead mode (first movement form), and recognizes the position of a pre-registered customer from the image captured by the front imaging unit 1431 when the operation mode setting unit 1545 sets the follow mode (second movement form). The movement control unit 1548 moves the customer service robot 10 while maintaining a constant distance between itself and the customer recognized by the customer detection unit 1547. Therefore, the customer's position can be reliably identified regardless of the movement form. This allows the robot to move while maintaining a constant positional relationship with the customer.

[0334] Furthermore, the customer service robot 10 of this embodiment is further equipped with a display control unit 1541 that displays information according to the movement pattern on a front display unit 132 (first display unit) located on the front side of the customer service robot and a rear display unit 115 (second display unit) located on the rear side of the customer service robot. Therefore, it is possible to display appropriate information according to the positional relationship with the customer.

[0335] Furthermore, in the customer service robot 10 of this embodiment, the operation mode setting unit 1545 (movement mode setting unit) sets the movement mode of the customer service robot 10 to follow mode (second movement mode) when it detects that a customer has entered the store, and sets the movement mode of the customer service robot 10 to lead mode (first movement mode) when it detects that a customer has left the store. Therefore, customers can shop at their own pace within the store.

[0336] Furthermore, the customer service robot 10 of this embodiment is further equipped with a setting transfer unit 1552 that transfers at least the customer's characteristics, travel route, and transaction information of the customer at that time, which are registered in the customer service robot 10, to another customer service robot 10. The movement control unit 1548 of the customer service robot 10 that has received the information continues to serve the customer based on the transferred information. Therefore, customer service can be provided without interruption, regardless of the structure of the commercial facility.

[0337] 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]

[0338] 1. Customer service support system 10 Customer service robots 20 Store Equipment 30 Server Devices 40 Parking System 1541 Display Control Unit 1542 Operation Reception Unit 1543 Read / Write Control Unit 1544 Operation Control Unit 1545 Operation Mode Setting Unit (Movement Mode Setting Unit) 1546 Imaging Control Unit 1547 Customer detection unit (image processing unit) 1548 Movement Control Unit 1549 Personalization Processing Unit 1550 Action Plan Generation Unit 1551 Store Liaison Department 1552 Setting Transfer Section 1553 Purchasing Support Department 1554 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 Ga check-in screen Gb Visit purpose confirmation screen Gc Store Confirmation Screen Gd Action Plan Screen Microsoft Notifications screen Gf Guide Screen Gg notification screen Gh information display screen Gi basic operation screen Gj product screen [Prior art documents] [Patent Documents]

[0339] [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, The movement mode when accompanying the customer is set to either a first movement mode in which the robot leads the customer and moves along a route set based on the customer's action plan, or a second movement mode in which the robot follows the customer, and a movement mode setting unit that changes the movement mode to the second movement mode when the customer deviates from the route or enters a store included in the action plan while the customer service robot is moving in the first movement mode. The system includes a movement control unit that moves the customer service robot in the movement mode set by the movement mode setting unit while maintaining a constant distance from the customer, Customer service robot.

2. An imaging control unit that causes a first imaging unit to image the front side in the direction of movement and a second imaging unit to image the back side in the direction of movement to perform imaging, The system further includes an image processing unit that, when the movement mode setting unit sets the first movement mode, recognizes the position of the customer based on a pre-registered front image of the customer from among the images captured by the second imaging unit, and when the movement mode setting unit sets the second movement mode, recognizes the position of the customer based on a pre-registered back image of the customer from among the images captured by the first imaging unit, The movement control unit moves the customer service robot while maintaining a constant distance between itself and the customer as recognized by the image processing unit. The customer service robot according to claim 1.

3. The customer service robot further comprises a display control unit that displays information corresponding to the movement mode on a first display unit provided on the front side of the customer service robot and a second display unit provided on the rear side of the customer service robot. A customer service robot according to claim 1 or claim 2.

4. The movement mode setting unit further detects that the customer has left the store and sets the movement mode of the customer service robot to the first movement mode. The customer service robot according to claim 1.

5. The customer service robot is further equipped with a setting transfer unit that transfers at least the customer's characteristics, the travel route, and the customer's transaction information at that time to another customer service robot. The mobile control unit of the customer service robot, having received the information, continues to serve the customer based on the received information. A customer service robot according to claim 1 or claim 2.

6. A computer that controls a customer service robot that moves autonomously and assists customers shopping in a commercial facility that includes multiple stores. The movement mode when accompanying the customer is set to either a first movement mode in which the robot leads the customer and moves along a route set based on the customer's action plan, or a second movement mode in which the robot follows the customer, and a movement mode setting unit that changes the movement mode to the second movement mode when the customer deviates from the route or enters a store included in the action plan while the customer service robot is moving in the first movement mode. A movement control unit moves the customer service robot in the movement mode set by the movement mode setting unit while maintaining a constant distance from the customer, A program that makes something work.

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