Service management system and service management method

Abstract

To provide a service management system capable of assisting facility users in selecting desired services.SOLUTION: A service management system 10 includes: a designation reception unit 84 configured to receive, from a business operator, designation of a category presented to a user via at least one of an interphone master 50 provided in an exclusive unit 102 and an information terminal 57 associated with the exclusive unit 102, which is a category of services provided by the business operator to residents of the exclusive unit 102; a registration unit 85 configured to register the services in association with the designated category; and an output unit 86 configured to output, in response to a request from at least one of the information terminals, service information of registered services belonging to the category designated in the request.SELECTED DRAWING: Figure 1

Description

Technical Field

[0001] The present invention relates to a service management system and a service management method. 555>

Background Art

[0002] Patent Document 1 discloses an intercom system used in a condominium.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] The present invention provides a service management system and a service management method that can assist a user of a facility in selecting a desired service.

Means for Solving the Problems

[0005] A service management system according to an aspect of the present invention includes a designation reception unit that receives, from an operator, a designation of a category of a service provided to a user of a facility, the category being presented to the user via at least one of a first information terminal provided in the facility and a second information terminal associated with the facility; a registration unit that registers the service in association with the designated category; and an output unit that outputs service information of a registered service belonging to the category designated in the request, based on a request from the at least one information terminal.

[0006] A service management method according to one aspect of the present invention is a service management method performed by a computer, comprising: a reception step of receiving a designation from a business operator of a service category that the business operator provides to users of a facility, the category being presented to the user via at least one of a first information terminal installed at the facility and a second information terminal associated with the facility; a registration step of registering the service in association with the designated category; and an output step of outputting service information of a registered service belonging to the category specified in the request, based on a request from at least one of the information terminals. [Effects of the Invention]

[0007] A service management system and a service management method according to one aspect of the present invention can assist facility users in selecting their desired services. [Brief explanation of the drawing]

[0008] [Figure 1] Figure 1 is a block diagram showing the functional configuration of a service management system according to an embodiment. [Figure 2A] Figure 2A shows an example of a display screen related to local services. [Figure 2B] Figure 2B shows an example of a service category selection screen. [Figure 2C] Figure 2C shows an example of a service list screen. [Figure 3] Figure 3 is a sequence diagram of the service registration process. [Figure 4] Figure 4 shows an example of a service registration screen. [Figure 5] Figure 5 shows an example of registration information. [Figure 6] Figure 6 is a sequence diagram of the proposed service operation. [Figure 7] Figure 7 is a sequence diagram of the assistance operation for unlocking an automatic locking door. [Modes for carrying out the invention]

[0009] The embodiments will be described in detail below with reference to the drawings. Note that the embodiments described below are all comprehensive or specific examples. The numerical values, shapes, materials, components, arrangement positions and connection configurations of components, steps, and the order of steps shown in the following embodiments are examples only and are not intended to limit the present invention. Furthermore, components in the following embodiments that are not described in an independent claim will be described as optional components.

[0010] Please note that each figure is a schematic diagram and not necessarily a strictly accurate representation. Furthermore, in each figure, substantially identical components are denoted by the same reference numerals, and redundant explanations may be omitted or simplified.

[0011] (Embodiment) [composition] First, the configuration of the service management system according to the embodiment will be described. Figure 1 is a block diagram showing the functional configuration of the service management system according to the embodiment.

[0012] The service management system 10 shown in Figure 1 is a system that can propose services suitable for the residents of the apartment building 100 from among the services registered in the service management system 10. These services include, for example, home-visit services such as delivery services, home care services, housekeeping services, and home meal delivery services (services realized by dispatching workers to the apartment building 100). Services may also include non-home-visit services such as e-commerce services. Furthermore, administrative services may also be included.

[0013] Apartment building 100 is an example of a collective facility, specifically an apartment building, dormitory, or company housing. Apartment building 100 comprises a common area 101 and multiple private units 102. Private units 102 are an example of facilities included in the collective facility. Residents of private units 102 are an example of users of facilities included in the collective facility.

[0014] Service proposals are made via the intercom master unit 50. FIGS. 2A to 2C are diagrams showing examples of screen transitions when a user selects a service.

[0015] As shown in FIG. 2A, when the regional service button displayed on the display unit 55 of the intercom master unit 50 is selected by the user, a service category selection screen is displayed as shown in FIG. 2B. The service category can be rephrased as the genre of the service or the type of the service. When the service category is selected, a list screen of the services belonging to the category as shown in FIG. 2C is displayed. The user can request the provision of a service by selecting a service from this list screen.

[0016] In this way, in the service management system 10, the intercom master unit 50 is used as a user interface for residents to receive service proposals and request the provision of services. Therefore, even residents (such as elderly residents) who are not accustomed to operating smartphones and personal computers can easily request services.

[0017] Also, when requesting a service from a smartphone or the like, it is generally necessary to install a dedicated application for the service. However, in the service management system 10, there is no need to install such a dedicated application on the intercom master unit 50.

[0018] Furthermore, in the above service list screen, only the services that can be provided in the region to which the apartment building 100 belongs are displayed. Therefore, residents do not need to check the service coverage area and can easily receive the provision of services.

[0019] The common areas 101 of the apartment building 100 are equipped with a lobby intercom 20, a control device 30, a gateway device 40, an automatic locking door 60, and an administrator terminal 70. Intercom master units 50 and information terminals 57 are provided in each of the multiple private units 102. The service management system 10 comprises devices installed within these apartment buildings 100.

[0020] Furthermore, a server system 80, an information processing device 90, and a mobile phone 95 are located outside the apartment building 100. The service management system 10 includes these devices located outside the apartment building 100.

[0021] The following describes each device provided by the service management system 10. The lobby intercom 20 is installed on the outside (outdoor side) of the automatic locking door 60 at the entrance (i.e., common area 101) of the apartment building 100. The lobby intercom 20 controls, for example, the automatic locking door 60.

[0022] The control device 30 is a device that controls devices installed within the apartment building 100, and controls communication between devices installed within the apartment building 100 (for example, communication between the lobby intercom 20 and the intercom master unit 50).

[0023] The gateway device 40 is a communication device that allows devices installed in the apartment building 100, such as the intercom master unit 50, to communicate with the server system 80 via a wide-area communication network such as the Internet.

[0024] The intercom master unit 50 is an information terminal fixedly installed in the private unit 102 of the apartment building 100. The intercom master unit 50 is an example of a first information terminal. The intercom master unit 50 performs information processing for residents of the private unit 102 to communicate with visitors via the lobby intercom 20 or an intercom sub-unit (not shown). The intercom sub-unit is a so-called door phone and is installed outside the entrance to the private unit 102. Specifically, the intercom master unit 50 comprises a first communication unit 51, an information processing unit 52, a storage unit 53, an operation reception unit 54, a display unit 55, and a second communication unit 56.

[0025] The first communication unit 51 is a communication circuit (communication module) for the intercom master unit 50 to communicate with the control device 30 via a local communication network. The communication performed by the first communication unit 51 may be, for example, wired communication, but it may also be wireless communication. The communication standard for the communication performed by the first communication unit 51 is not particularly limited.

[0026] The information processing unit 52 performs information processing for residents to communicate with visitors via the lobby intercom 20 or intercom handset. The information processing unit 52 is implemented, for example, by a microcomputer, but may also be implemented by a processor or dedicated circuit. The functions of the information processing unit 52 are realized by the microcomputer or processor constituting the information processing unit 52 executing a computer program stored in the storage unit 53.

[0027] The memory unit 53 is a storage device that stores computer programs and other data executed by the information processing unit 52. The memory unit 53 is implemented, for example, by semiconductor memory.

[0028] The operation reception unit 54 receives operations from the resident to initiate a call with a visitor, and operations to select a service. The operation reception unit 54 may be implemented by, for example, a touch panel, but it may also be implemented by hardware buttons.

[0029] The display unit 55 displays images of visitors captured by the imaging unit of the lobby intercom 20, or images of visitors captured by the imaging unit of the intercom sub-unit. The display unit 55 also displays a screen for selecting services, as shown in Figures 2A to 2C. The display unit 55 is implemented by a display panel such as a liquid crystal panel or an organic EL (Electro-Luminescence) panel.

[0030] The second communication unit 56 is a communication circuit (communication module) for the intercom master unit 50 to communicate with the information terminal 57. The second communication unit 56 performs wireless communication (short-range wireless communication) according to a communication standard such as BLE (Bluetooth® Low Energy) or Wi-Fi®.

[0031] The information terminal 57 functions as a user interface by performing short-range wireless communication with the second communication unit 56 of the intercom master unit 50. The information terminal 57 is an example of a second information terminal associated with the dedicated unit 102. The information terminal 57 is a portable information terminal such as a smartphone or tablet, but it may also be a stationary information terminal such as a personal computer.

[0032] As described above, in the service management system 10, the intercom master unit 50 is used as the user interface for residents. However, by wirelessly pairing the intercom master unit 50 and the information terminal 57 in advance, residents can also use the information terminal 57 as the user interface instead of the intercom master unit 50.

[0033] The auto-locking door 60 is a door installed in the entrance (i.e., common area 101) of the apartment building 100. In other words, the auto-locking door 60 is the door to the common area 101 of the apartment building 100. The auto-locking door 60 automatically locks (or closes) after a certain period of time has elapsed since it was unlocked (or opened). The door of the auto-locking door 60 may be a sliding door or a hinged door. Here, unlocking means, for example, releasing the locking mechanism (such as an electric lock) of the auto-locking door 60. Opening means, for example, releasing the locking mechanism and then opening the auto-locking door 60.

[0034] The administrator terminal 70 is a terminal equivalent to an intercom master unit for administrators, fixedly installed in the management room of the apartment building 100. Alternatively, the administrator terminal 70 may be a portable terminal connected to the intercom system or server system 80. Specifically, a portable terminal could be a smartphone or tablet. The administrator can use the administrator terminal 70 to communicate with residents (intercom master unit 50) or visitors (lobby intercom 20). A detailed explanation of the administrator terminal 70's functional configuration is omitted.

[0035] The server system 80 performs various information processing tasks, such as information processing for registering services based on requests from second service providers, and information processing for proposing services suitable for residents of the apartment building 100 from among the registered services. The server system 80 is a computer system implemented by one or more cloud servers located outside the apartment building 100. The server system 80 includes, for example, a cloud server used by a first service provider that provides various devices (such as an intercom system) installed within the apartment building 100. Specifically, the server system 80 comprises a communication unit 81, an information processing unit 82, and a storage unit 83.

[0036] The communication unit 81 is a communication module (communication circuit) that enables the server system 80 to communicate with gateway devices 40 and information processing devices 90 installed in the apartment building 100 via a wide-area communication network. The communication performed by the communication unit 81 may be, for example, wired communication, but it may also be wireless communication. There are no particular limitations on the communication standards used for communication.

[0037] The information processing unit 82 performs the various information processing described above. The information processing unit 82 is implemented by, for example, a microcomputer, but may also be implemented by a processor. The information processing unit 82 has as functional components a designation reception unit 84, a registration unit 85, an output unit 86, and an authentication unit 87. The functions of the designation reception unit 84, the registration unit 85, the output unit 86, and the authentication unit 87 are realized, for example, by the microcomputer or processor (hardware) constituting the information processing unit 82 executing a computer program (software) stored in the storage unit 83. The detailed functions of each of the designation reception unit 84, the registration unit 85, the output unit 86, and the authentication unit 87 will be described later.

[0038] The memory unit 83 is a storage device that stores information necessary for the various information processing described above (for example, registration information described later), and computer programs executed by the information processing unit 82. The memory unit 83 is implemented by, for example, an HDD (Hard Disk Drive), but may also be implemented by semiconductor memory or the like.

[0039] The information processing device 90 is used by employees of a second service provider (a different service provider from the first service provider) to register services with the server system 80. The second service provider may be, for example, a service provider that provides on-site services, but may also be a service provider that does not provide on-site services. In some cases, the first service provider may register the services at the request of the second service provider, in which case the information processing device 90 will be used by employees of the first service provider. It is also conceivable that the first service provider itself may provide the services, and in this case as well, the service registration will be performed by employees of the first service provider using the information processing device 90.

[0040] The information processing device 90 is a stationary information processing device such as a personal computer, but it may also be a portable information processing device such as a smartphone or tablet terminal. The information processing device 90 includes an operation reception unit 91 and a display unit 92.

[0041] The operation reception unit 91 receives input from employees and others. The operation reception unit 91 can be implemented, for example, by a mouse and keyboard, but it may also be implemented by a touch panel.

[0042] The display unit 92 displays a screen such as the registration screen for the service described later. The display unit 92 is implemented by a display panel such as an LCD panel or an OLED panel.

[0043] Mobile phone 95 is a portable telephone terminal used by workers dispatched by a second service provider to apartment complex 100 to provide on-site services. Specifically, mobile phone 95 is a portable telephone terminal such as a feature phone or a smartphone.

[0044] [Service registration process] The service management system 10 registers and databases services in advance before proposing them to residents of the apartment building 100. First, let's explain the process of registering such services. Figure 3 is a sequence diagram of the service registration process.

[0045] When an employee of the second business operator performs a predetermined operation on the operation reception unit 91 of the information processing device 90, the service registration screen is displayed on the display unit 92 (S11). Figure 4 shows an example of the service registration screen. The information necessary to display the registration screen is provided to the information processing device 90 from the server system 80 by the information processing device 90 accessing a predetermined URL (i.e., the server system 80) using a dedicated application program or a web browser.

[0046] When such a registration screen is displayed, the operation reception unit 91 receives specification operations (selection operations) for each of the multiple items displayed on the registration screen from the employee of the second business operator (S12). The specification operations include specifying the service name, specifying the service category, specifying the area where the service can be provided, specifying the method of service provision, and specifying equipment linkage.

[0047] When specifying a service name, the specific name (proper noun) of the service provided by the second-party service provider is specified. The service name can be rephrased as the identifying information for the service provided by the second-party service provider. An employee of the second-party service provider can specify the service name, for example, through free-form input.

[0048] When specifying the service category, the service categories include delivery services, home care services, housekeeping services, and meal delivery services. The options for the service category are prepared in advance, and the employee of the second-party service provider specifies (selects) the service category using a pull-down menu.

[0049] When specifying the area where services can be provided, the area (in other words, region) in which the second-party service provider can provide services is specified. Area options are prepared in advance, and the second-party service provider's employees select one or more applicable areas using a dropdown menu. The registration screen may also display a map that allows users to toggle the selection and deselection of areas, in which case the second-party service provider's employees can specify the area in which services can be provided from the map on the registration screen.

[0050] The specifications for how the service will be provided include, in more detail, the location where the service will be provided, the time slots during which the service can be provided, and whether or not the resident's presence is required.

[0051] In specifying the location where the service will be provided, for example, it is specified whether the service provided by the second business operator will be performed in the common area 101 or in the private area 102. In other words, the specification of the location where the service will be provided specifies whether the service can be provided if the worker dispatched by the second business operator to the apartment building 100 can enter the common area 101, or whether the service can be provided if the worker can enter the private area 102. The common area 101 and the private area 102 are examples of service locations related to the apartment building 100. In addition, in specifying the location where the service will be provided, the common area 101 outside the auto-locking door 60 and the common area 101 inside the auto-locking door 60 may be specified separately. If the outside and inside of the auto-locking door 60 are distinguished in this way, the server system 80 can determine whether or not it is necessary to unlock the auto-locking door 60 based on the specification of the location where the service will be provided.

[0052] Furthermore, if the service provided by the second service provider is a delivery service, the second service provider's employees can designate both the common area 101 and the private area 102 as the service delivery location. In other words, the second service provider's employees can designate multiple service delivery locations (delivery methods). In this case, when receiving a delivery service, residents can choose to have their packages delivered to the common area 101 (so-called contactless delivery, etc.) or to their private area 102.

[0053] Furthermore, if the service is a delivery service, a delivery box may be designated as the service location, in which case the package will be delivered to the delivery box. In this case, the location of the delivery box may be further designated, specifically, outside the automatic locking door 60, inside the automatic locking door 60, or in front of the dwelling unit. Also, if the service is a delivery service, the management office may be designated as the service location, in which case the package will be received by the manager. The delivery box and the management office are other examples of service locations associated with the apartment building 100.

[0054] When specifying the time periods during which services can be provided, the specific time periods during which the service can be provided should be specified. When specifying the time periods during which services can be provided, it may also be specified whether or not services can be provided during certain time periods, such as whether services can be provided during late-night hours.

[0055] When specifying whether or not the resident's presence is required, it is specified whether or not the resident needs to stay in unit 102 when the service is provided.

[0056] When specifying the method of service delivery, it is also possible to specify (enter) detailed delivery methods for each service. In the example registration screen in Figure 4, the employee of the second business operator enters detailed delivery methods in the "Other" field. For example, if the service provided by the second business operator is a delivery service, the employee of the second business operator can enter information such as the ability to not only deliver packages (receive packages from residents) but also collect packages.

[0057] In the specification regarding equipment interlocking, it is specified whether or not equipment interlocking is necessary when providing the service. In this case, the equipment is, for example, an automatic locking door 60, and if it is specified that equipment interlocking is necessary, the operation shown in Figure 7 below will be performed.

[0058] Once the above-described specification operations (various specifications) are completed, the information processing device 90 sends registration request information to the server system 80 (S13). The registration request information is sent from the information processing device 90 to the server system 80, for example, when an employee of the second business operator clicks the registration button on the registration screen. The registration request information includes information indicating the content specified based on the specification operations.

[0059] The communication unit 81 of the server system 80 acquires registration request information. The designation acceptance unit 84 accepts the designation of the service name, the designation of the service category, the designation of the area where the service can be provided, the designation of the service provision method, and the designation regarding equipment linkage based on the acquired registration request information (S14). The designation acceptance unit 84 can be considered to be accepting these designations from the second business operator. The registration unit 85 registers the service (service name) in association with the designated category, designated area, designated provision method, and whether or not equipment linkage is required (S15). As the processing in steps S11 to S15 is performed by each of the multiple second business operators, the storage unit 83 stores the registration information shown in Figure 5. Figure 5 is a diagram showing an example of registration information. The registration information can be said to be database information of registered services.

[0060] As described above, the service management system 10 includes a designation reception unit 84 that receives designations from the second business operator's employees regarding the services that the second business operator will provide to the residents of the exclusive-use area 102, and a registration unit 85 that registers the above services in association with the designated content. By creating a database of registered services, such a service management system 10 can perform the following service suggestion operations.

[0061] In the above explanation of the service registration process, the operation (task) for registering the service was performed by an employee of the second business operator. However, the second business operator may apply to the first business operator for service registration in writing, etc., and an employee of the first business operator may perform the service registration work on their behalf. In other words, in the above explanation of the service registration process, an employee of the second business operator may be interpreted as an employee of the first business operator.

[0062] Furthermore, in the description of the service registration operation above, the information processing device 90 executed a dedicated application program or a web browser to register the service. However, service registration may also be achieved by other methods, such as the information processing device 90 sending registration data to the server system 80.

[0063] [Service proposal behavior] Next, we will explain the service proposal process. Figure 6 is a sequence diagram of the service proposal process.

[0064] When a resident performs a predetermined operation on the operation reception unit 54 of the intercom master unit 50, the display unit 55 displays a service category selection screen (Figure 2B) (S21). In other words, the service category is presented to the resident via the intercom master unit 50.

[0065] When the category selection screen is displayed, the operation reception unit 54 receives a category selection operation from the resident (S22).

[0066] When the selection operation for a category is received, the information processing unit 52 generates a display request for a service list screen, which includes the room number of the private unit 102 where the intercom master unit 50 is installed, and the category information selected by the selection operation. The generated display request is then sent to the control device 30, with the server system 80 designated as the destination (S23). More specifically, the display request is sent to the control device 30 by the first communication unit 51.

[0067] The room number is stored in the memory unit 53 when the intercom master unit 50 is installed in the private unit 102, and the information processing unit 52 can identify the room number of the private unit 102 by referring to the memory unit 53.

[0068] When the control device 30 receives a display request from the intercom master unit 50, it transmits the received display request to the gateway device 40 (S24).

[0069] The gateway device 40 receives a display request from the control device 30. The gateway device 40 sends the received display request, including the gateway ID, to the server system 80 (S25).

[0070] The gateway ID is information used to distinguish gateway device 40 from other gateway devices 40, and also information used to distinguish one apartment building 100 from other apartment buildings 100. The gateway ID is, for example, the device ID of gateway device 40, such as a MAC (Media Access Control) address. The gateway ID is stored in, for example, a storage unit (not shown) provided in gateway device 40.

[0071] It is not mandatory for the gateway ID to be used as information to distinguish one apartment building 100 from other apartment buildings 100. For example, the ID of the control device 30 may be used instead of the gateway ID. The ID of the control device 30 is, for example, the device ID of the control device 30, such as its MAC address. The ID of the control device 30 is stored in a storage unit (not shown) provided in the control device 30 in advance, for example.

[0072] The communication unit 81 of the server system 80 receives a display request that includes the room number, classification information, and gateway ID. The output unit 86 identifies a registered service that satisfies the requirements specified in the received display request by referring to the registration information stored in the storage unit 83 (S26).

[0073] The following describes the processing in step S26 in detail. First, the output unit 86 identifies the registered service belonging to the category indicated by the category information included in the display request as the first candidate.

[0074] Next, the output unit 86 identifies the area to which the apartment building 100 belongs based on the gateway ID included in the display request. As described above, the server system 80 includes a cloud server used by the first business operator that provided the intercom system (including the gateway device 40) to the apartment building 100. The first business operator knows which gateway device 40 is installed in which apartment building 100 (i.e., which gateway ID represents which apartment building 100). The first business operator also knows the correspondence between the location (address) of the apartment building 100 and the gateway ID. The storage unit 83 of the server system 80 stores information indicating this correspondence, and the output unit 86 can identify the area to which the apartment building 100 belongs based on this information.

[0075] Next, the output unit 86 identifies the registered service that can be provided in the area to which the apartment building 100 belongs as the final candidate from among the identified first candidates. As a result, in step S26, a registered service that satisfies the conditions of the category and area specified in the display request is identified.

[0076] The output unit 86 outputs service information for the registered service finally identified in step S26 (S27). The service information is information indicating the service name and service provision method for each of the one or more registered services finally identified in step S26. The output service information is transmitted to the gateway device 40 by the communication unit 81 (S28).

[0077] In step S28, the service information transmitted specifies the gateway ID included in the display request as the destination. Therefore, the service information is transmitted to gateway device 40, not to gateway devices installed in other collective facilities. The service information is then transmitted from gateway device 40 to control device 30 (S29), and from control device 30 to intercom master unit 50 (S30). In step S28 and S29, the service information transmitted specifies the room number included in the display request as the destination. Therefore, the service information is received by the first communication unit 51 of intercom master unit 50, the source of the display request.

[0078] The information processing unit 52 displays a list screen (Figure 2C) of one or more registered services indicated by the service information received by the first communication unit 51 (S31). The list screen displays the service name and service provision method for each registered service indicated by the service information.

[0079] When the list screen is displayed, the operation reception unit 54 receives a service selection operation from the resident (S32). In cases where the resident can select the method of service provision as described above (for example, when they can select the delivery location for packages), the resident performs a service selection operation along with the service selection operation. In this case, the output unit 86 outputs information to allow the resident to select the method of service provision (for example, information to display the service provision method selection screen on the display unit 55) in step S27 or another step. In step S32, the service provision method selection operation is performed to the intercom master unit 50 based on this information.

[0080] When a service selection operation is received, the information processing unit 52 generates a service request including the room number of the private unit 102 where the intercom master unit 50 is installed, and the identification information (service name) of the service selected by the selection operation, and sends the generated service request to the control device 30, specifying the server system 80 as the destination (S33). More specifically, the service request is sent to the control device 30 by the first communication unit 51.

[0081] When the control device 30 receives a service request from the intercom master unit 50, it transmits the received service request to the gateway device 40 (S34).

[0082] The gateway device 40 receives a service request from the control device 30. The gateway device 40 sends the received service request, including the gateway ID, to the server system 80 (S35).

[0083] The communication unit 81 of the server system 80 receives a service request that includes the room number, service identification information, and gateway ID. The information processing unit 82 performs a service request process based on the received service request (S36). The service request process is the process of requesting a second service provider, which provides the registered service indicated in the service request, to provide the service to the residents of the apartment building 100.

[0084] Furthermore, the server system 80 may be linked with a server device (not shown) used by the management company of the apartment building 100, which manages the personal information (name, age, etc.) of residents. For example, the server system 80 can obtain the personal information of residents from the server device based on the prior consent of the residents, thereby eliminating the need for residents to input their personal information into the intercom master unit 50 when requesting the provision of services.

[0085] As described above, the service management system 10 includes an output unit 86 that outputs service information of registered services that meet predetermined requirements based on a display request from the intercom master unit 50. The predetermined requirements include requirements related to the category specified in the display request, and requirements related to the area determined based on the gateway ID.

[0086] Such a service management system 10 can suggest registered services that are suitable for the residents.

[0087] In the proposed service operation, the intercom master unit 50 was used as the user interface for the resident. However, the information terminal 57 may be used as the user interface instead of the intercom master unit 50, or in addition to the intercom master unit 50. The resident can use the information terminal 57 as the user interface instead of the intercom master unit 50 by wirelessly pairing the intercom master unit 50 (second communication unit 56) and the information terminal 57 in advance.

[0088] In this case, the display request is transmitted from the information terminal 57 to the intercom master unit 50, and then from the intercom master unit 50 to the server system 80 via the route described in steps S23 to S25. Similarly, the service information is received by the intercom master unit 50 via the route described in steps S28 to S30, and then transmitted from the intercom master unit 50 to the information terminal 57. The service request is transmitted from the information terminal 57 to the intercom master unit 50, and then from the intercom master unit 50 to the server system 80 via the route described in steps S33 to S35.

[0089] Thus, the display of the category selection screen (presentation of service categories, etc.) and the list screen can be performed via at least one of the information terminals, the intercom master unit 50 and the information terminal 57. The intercom master unit 50 is an example of a first information terminal installed in the private unit 102, and the information terminal 57 is an example of a second information terminal associated with the private unit 102.

[0090] [Assistance actions for workers] The second service provider, having received a request to provide the service, dispatches a worker to the apartment building 100 on the day the service is to be provided. Generally, the worker needs to call the resident by entering the room number of unit 102 into the lobby intercom 20 and request that the automatic locking door 60 be unlocked (or opened). However, if the service is provided while the resident is absent from unit 102, there is room for consideration regarding how the worker will unlock the automatic locking door.

[0091] One possible method for unlocking the automatic locking door 60 when a resident is absent from their unit 102 is to ask the building manager of the apartment complex 100, rather than the resident, to unlock the door 60. However, the manager is not always present in the building manager's office.

[0092] Therefore, the server system 80 may notify the administrator in advance of the date and time of the worker's visit (the date and time when the service will be provided). For example, the output unit 86 outputs notification information indicating the date and time of the worker's visit, and the first communication unit 51 transmits the outputted notification information to the administrator terminal 70. The notification information is received by the administrator terminal 70 via the gateway device 40 and the control device 30. As a result, a notification screen is displayed on the administrator terminal 70, and the administrator can understand the date and time of the worker's visit. This notification is particularly useful when the service is a delivery service and the management office is designated as the service provision location (when the administrator receives the package on behalf of the recipient).

[0093] Furthermore, for services that are designated as requiring equipment linkage in the registration operation of the services described above, the server system 80 pre-registers the telephone number of the worker's mobile phone 95 in the storage unit 83, and also notifies the information processing device 90 (second business operator), etc., of a passcode. Then, the server system 80 performs an operation to assist in unlocking the automatic locking door 60 using the telephone number of the worker's mobile phone 95 and the passcode. Figure 7 is a sequence diagram of the operation to assist in unlocking the automatic locking door 60.

[0094] On the day the work is to be performed, the worker visits apartment building 100 and calls the designated telephone number. Specifically, the worker performs the input operation of the designated telephone number, and the mobile phone 95 accepts the input operation of the telephone number (S41).

[0095] When the mobile phone 95 receives an input operation for a predetermined telephone number, it establishes a communication connection with the server system 80 via circuit-switched communication (S42). In other words, a dedicated communication line is formed between the mobile phone 95 and the server system 80. At this time, the server system 80 is notified of the mobile phone 95's telephone number. In other words, the communication unit 81 of the server system 80 obtains the mobile phone 95's telephone number.

[0096] The authentication unit 87 of the server system 80 performs telephone number authentication (an example of first authentication) based on the acquired telephone number of the mobile phone 95 (an example of first authentication information) (S43). The authentication unit 87 determines that telephone number authentication is successful if the telephone number of the mobile phone 95 is registered, and determines that telephone number authentication is unsuccessful if the telephone number of the mobile phone 95 is not registered. If the authentication unit 87 determines that telephone number authentication is successful, it instructs the communication unit 81 to send a passcode request (sound signal) to the mobile phone 95 (S44).

[0097] Mobile phone 95 receives a passcode request and plays the received passcode request (sound signal). Specifically, mobile phone 95 outputs a message (sound) prompting the user to enter a passcode, such as "Please enter your passcode" (S45).

[0098] The worker enters a passcode as prompted by a message, and the mobile phone 95 accepts the passcode input (S46). The passcode entered here is one that has been previously notified from the server system 80 to the information processing device 90 (second operator, worker).

[0099] When the mobile phone 95 receives a passcode input request, it sends the passcode to the server system 80 (S47).

[0100] The communication unit 81 of the server system 80 obtains (receives) a passcode, and the authentication unit 87 performs passcode authentication (an example of second authentication) based on the obtained passcode (an example of second authentication information) (S48). The authentication unit 87 determines that passcode authentication is successful if the passcode notified in advance matches the passcode obtained in step S47. On the other hand, the authentication unit 87 determines that passcode authentication is unsuccessful if the passcode notified in advance does not match the passcode obtained in step S47.

[0101] When the authentication unit 87 determines in step S48 that passcode authentication has been successful, it instructs the communication unit 81 to send an unlock command to the gateway device 40 to unlock the automatic locking door 60 (S49). The unlock command is sent from the gateway device 40 to the control device 30 (S50), and from the control device 30 to the lobby intercom 20 (S51). The lobby intercom 20 unlocks the automatic locking door 60 based on the received unlock command (S52).

[0102] This allows the worker to enter the apartment building 100. Note that the unlocking of the automatic locking door 60 at step S52 may be performed by another device installed inside the apartment building 100 instead of the lobby intercom 20.

[0103] Thus, according to the service management system 10's assistance in unlocking the automatic locking door 60, after arriving at the apartment building 100 on the day of the work, the worker can unlock (or open) the automatic locking door 60 even if the residents and manager are absent by calling a designated telephone number using their mobile phone 95.

[0104] With this type of support system, residents and managers do not need to be present at the apartment building 100 on the day of the work. Furthermore, with this type of support system, it is not necessary to perform complex operations such as pre-installing an application program on a smartphone to gain access to the apartment building 100 and configuring settings to obtain permission to unlock the automatic locking door 60. Therefore, even workers who are unfamiliar with using smartphones can easily complete the procedures to enter the apartment building 100.

[0105] The above support actions are just examples. For example, in the above support actions, phone number authentication may be omitted, and only passcode authentication may be performed. Furthermore, there are various ways to communicate the passcode to the worker. For example, the passcode may be sent to the worker's mobile phone (or smartphone) via email or push notification, or an employee of the first business operator may call the worker's mobile phone (or smartphone) and verbally provide the passcode.

[0106] Furthermore, if equipment linkage is required, the worker's facial image may be registered in advance, and on the day of the work, the automatic locking door 60 may be unlocked by facial recognition using the image taken by the lobby intercom 20 on the day of the work and the registered facial image.

[0107] [Differentiation] In the above embodiment, the service management system 10 made service proposals using an intercom system (lobby intercom 20, control device 30, gateway device 40, and intercom master unit 50, etc.) applicable to an apartment building 100. However, the service management system 10 may also make service proposals using an intercom system applicable to a detached house.

[0108] Furthermore, the service management system 10 may perform the following information processing to improve the convenience of residents in selecting services.

[0109] For example, the information processing unit 52 of the intercom master unit 50 may display a list of services frequently used by residents on the display unit 55. For example, the information processing unit 52 may store history information of which services were selected from the above-mentioned list screen in the storage unit 53, and based on the history information, display a screen showing a predetermined number of services listed in order of frequency of use.

[0110] Furthermore, the information processing unit 52 may display a list screen of services specified by the resident (such as services that have been registered as favorites). The information processing unit 52 may also display an object on the display unit 55 that allows the user to request previously used services with a single touch, based on the above history information.

[0111] Based on the information processing described above, the service management system 10 can facilitate the reuse of services by residents.

[0112] Furthermore, the service management system 10 may propose services based on the family structure of the residents. For example, if information indicating the family structure is pre-registered in the memory unit 53 of the intercom master unit 50, the information processing unit 82 of the server system 80 can acquire such information from the intercom master unit 50 and propose services that take into account the family structure of the residents. The type of services to propose can be determined based on various existing algorithms.

[0113] [Effects, etc.] As described above, the service management system 10 includes a designation reception unit 84 that receives designations from a business operator for service categories that the business operator provides to users of a facility, which are presented to users via at least one of the information terminals, a first information terminal installed in the facility and a second information terminal associated with the facility; a registration unit 85 that registers the services in association with the designated categories; and an output unit 86 that outputs service information for registered services belonging to the category specified in a request, based on a request from at least one of the information terminals. The business operator here is, for example, the second business operator in the above embodiment, and the facility here is, for example, the private unit 102 in the above embodiment, but may be a detached house or the like. The first information terminal is, for example, the intercom master unit 50 in the above embodiment, and the second information terminal is, for example, the information terminal 57 in the above embodiment.

[0114] Such a service management system 10 can narrow down registered services that a user can select based on categories specified by the user. Therefore, the service management system 10 can help users of a facility select the services they want.

[0115] Furthermore, for example, the designated reception unit 84 also accepts designations from service providers for areas where services can be provided. The registration unit 85 registers the services in association with the designated areas. The output unit 86 outputs service information based on the area to which the facility belongs.

[0116] Such a service management system 10 can narrow down the registered services that a user can select based on the area to which the facility belongs.

[0117] Furthermore, for example, the designated reception unit 84 also receives designations from businesses regarding the method of service provision. The registration unit 85 registers the service in association with the designated method of provision.

[0118] Such a service management system 10 can present users with methods for providing registered services.

[0119] Furthermore, for example, the designation reception unit 84 also receives designations from service providers for multiple service delivery methods. The output unit 86 outputs information to allow the user to select from the multiple delivery methods.

[0120] Such a service management system 10 can help users select how to provide registered services.

[0121] Furthermore, specifying the method of provision may include specifying the location of provision related to the facility.

[0122] Such a service management system 10 can help users select where they want to receive registered services.

[0123] Furthermore, for example, if the facility is part of a complex, the location of provision includes at least a portion of the common area 101 of the complex, or at least a portion of the private area 102 of the complex.

[0124] Such a service management system 10 can help users choose whether to receive registered services in the common area 101 or in the private area 102.

[0125] Furthermore, for example, the designated reception unit 84 also accepts designations from businesses regarding the linkage with equipment installed in the facility.

[0126] Such a service management system 10 can be linked to equipment installed in the facility when providing registered services.

[0127] For example, the facility is a private unit 102 of a multi-unit residential building 100. The first information terminal is an intercom master unit 50 installed in private unit 102. The service is a visit-type service.

[0128] Such a service management system 10 can help users select on-site services via the intercom master unit 50.

[0129] Furthermore, a service management method executed by a computer such as the service management system 10 includes a reception step S14 in which the service provider receives a designation from the service provider of a service category that is presented to the user via at least one of the first information terminals installed in the facility and the second information terminal associated with the facility; a registration step S15 in which the service provider registers the service in association with the designated category; and an output step S27 in which, based on a request from at least one of the information terminals, the service provider outputs service information of the registered service that belongs to the category specified in the request.

[0130] This service management method allows users to narrow down the registered services they can choose from based on categories they specify. Therefore, the service management method can help facility users select the services they want.

[0131] (Other embodiments) Although embodiments have been described above, the present invention is not limited to the embodiments described above.

[0132] For example, in the above embodiment, the service management system was applied to an apartment building, but it may also be applied to other types of collective facilities. For instance, the service management system can be applied to collective facilities that include multiple facilities (multiple companies, departments, divisions, etc.), such as offices, factories, research facilities, medical facilities, and accommodation facilities.

[0133] Furthermore, in the above embodiment, the service management system was implemented by multiple devices. When the service management system is implemented by multiple devices in this way, the components of the service management system (especially the functional components) may be distributed among the multiple devices in any manner.

[0134] Furthermore, the service management system may be implemented as a single device. For example, the service management system may be implemented as a single device equivalent to a cloud server included in a server system, or as a single device equivalent to an intercom master unit.

[0135] Furthermore, the communication method between devices in the above embodiment is not particularly limited. In addition, relay devices (such as broadband routers) not shown may be involved in the communication between devices.

[0136] Furthermore, in the above embodiment, the processing performed by a specific processing unit may be performed by another processing unit. Also, the order of multiple processing units may be changed, or multiple processing units may be executed in parallel.

[0137] Furthermore, in the above embodiment, each component may be realized by executing a software program suitable for each component. Each component may also be realized by a program execution unit such as a CPU or processor reading and executing a software program recorded on a recording medium such as a hard disk or semiconductor memory.

[0138] Furthermore, each component may be implemented by hardware. For example, each component may be a circuit (or integrated circuit). These circuits may form a single circuit as a whole, or they may be separate circuits. Also, each of these circuits may be a general-purpose circuit or a dedicated circuit.

[0139] Furthermore, general or specific embodiments of the present invention may be implemented as a system, apparatus, method, integrated circuit, computer program, or recording medium such as a computer-readable CD-ROM. Alternatively, they may be implemented as any combination of a system, apparatus, method, integrated circuit, computer program, and recording medium.

[0140] For example, the present invention may be implemented as a server system or an intercom master unit as described in the above embodiment. Alternatively, the present invention may be implemented as a service management method executed by a computer, such as a service management system as described in the above embodiment, or as a program (in other words, a computer program product) that causes a computer to execute a service management method. Furthermore, the present invention may be implemented as a computer-readable non-temporary recording medium on which such a program is recorded.

[0141] Furthermore, the present invention also includes forms obtained by applying various modifications to each embodiment that a person skilled in the art could conceive, or forms realized by arbitrarily combining the components and functions of each embodiment without departing from the spirit of the present invention. [Explanation of Symbols]

[0142] 10 Service Management Systems 50 Intercom Master Unit (First Information Terminal) 57 Information terminal (second information terminal) 84 Designated Reception Department 85 Registration Department 86 Output section 100 Apartment complex (apartment complex) 101 Common area 102 Private Area (Facilities)

Claims

1. A designation reception unit that receives designations from the business operator for categories of services that the business operator provides to users of a facility, which are presented to the user via at least one of the information terminals, namely a first information terminal installed in the facility and a second information terminal associated with the facility. A registration unit that registers the aforementioned service in association with the specified category, An output unit that outputs service information of registered services belonging to the category specified in the request, based on a request from at least one of the information terminals, It is equipped with an authentication unit, The aforementioned designation reception unit further accepts designations from the business operator regarding the linkage with the equipment installed in the aforementioned facility. When the authentication unit determines that it has received a request from the user to provide the service based on a service request from at least one of the information terminals, and the designation regarding linkage with equipment installed in the facility in the service is specified as requiring linkage, it notifies the terminal used by the business operator of the authentication information necessary to enter the facility. Service management system.

2. The aforementioned designated reception unit further accepts designations from the business operator for areas where the aforementioned service can be provided. The registration unit registers the service in association with the designated area. The output unit outputs the service information based on the area to which the facility belongs. The service management system according to claim 1.

3. The aforementioned designated reception unit further accepts the designation of the method of providing the service from the aforementioned business operator. The registration unit registers the service in association with the specified method of provision. The service management system according to claim 1 or 2.

4. The aforementioned designation reception unit further accepts designations of multiple provision methods for the service from the business operator. The output unit outputs information that allows the user to select from a plurality of the aforementioned provision methods. The service management system according to claim 3.

5. The designation of the method of provision includes the designation of the provision location related to the facility. The service management system according to claim 3 or 4.

6. When the aforementioned facility is included in a complex, the provision location includes at least a portion of the common area of ​​the complex, or at least a portion of the private area of ​​the complex. The service management system according to claim 5.

7. The aforementioned facility is a private unit of a multi-unit residential building. The first information terminal is an intercom master unit installed in the private area. The aforementioned service is a visit-type service. A service management system according to any one of claims 1 to 6.

8. A service management method performed by a computer, A receiving step in which the business operator receives a designation from the business operator of a category of service that the business operator provides to users of a facility, which will be presented to the user via at least one of the information terminals, namely a first information terminal installed in the facility and a second information terminal associated with the facility. A registration step of registering the aforementioned service in association with the specified category, An output step that outputs service information of registered services belonging to the category specified in the request, based on a request from at least one of the information terminals, A step of receiving a designation from the business operator regarding the linkage with the equipment installed in the aforementioned facility, The service includes the step of notifying the terminal used by the service provider of authentication information necessary to enter the facility, when it is determined that the service provider has received a request from the user to provide the service based on a service request from at least one of the information terminals, and when the service is specified as requiring linkage with equipment installed in the facility, the service provider notifies the terminal used by the service provider of authentication information necessary to enter the facility. Service management methods.

9. A program for causing a computer to execute the service management method described in claim 8.

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