Communication device, communication method, and communication program

Abstract

Simplify communication between store staff and customers. [Solution] A communication device is provided, which is connected to a plurality of media servers, each providing a communication tool, and comprises: a first means for creating a communication platform associated with a first identification information that identifies a communication tool for each customer, and a second identification information of the customer in the communication tool; a second means for displaying the communication platform on a store terminal; and a third means for receiving a message entered into a communication platform for a particular customer from the store terminal, and transmitting the received message and the second identification information to a media server providing a communication tool identified by the first identification information associated with the communication platform.

Description

Technical Field

[0001] The present invention relates to a communication device, a communication method, and a communication program.

Background Art

[0002] Patent Document 1 discloses a technology for reserving a beauty service from a customer terminal to an integrated reservation management system via a network.

Prior Art Literature

Patent Literature

[0003]

Patent Document 1

Summary of the Invention

Problem to be Solved by the Invention

[0004] Simplify communication between store staff and customers.

Means for Solving the Problem

[0005] The following configuration is provided as an example.

[0006] [1] A communication device connected to a plurality of media servers each providing a communication tool, the communication device comprising: a first means for creating, for each customer, a communication platform associated with first identification information that identifies the communication tool, and second identification information of the customer in the communication tool; a second means for causing a store terminal to display the communication platform; A communication device comprising: a third means that, upon receiving a message entered into a customer communication platform from a store terminal, transmits the received message and the second identification information to a media server that provides a communication tool identified by the first identification information associated with the communication platform.

[0007] [2] The first means is, When a message is sent from a customer via a certain communication tool, the second identification information of the customer in the certain communication tool is received from the media server providing the certain communication tool. A communication device according to [1] that provides first identification information for identifying the communication tool that sent the message, and, in association with the second identification information, creates a communication platform for the customer that sent the message.

[0008] [3] The communication device according to [1] or [2], further comprising a fourth means for registering medical record information for each customer in association with the customer's communication platform.

[0009] [4] The second means is a communication device according to any one of [1] to [3], which, when a message is sent by a customer via a communication tool, displays the message on a communication platform created for each customer.

[0010] [5] A communication device connected to multiple media servers, each providing a communication tool, For each customer, a communication platform is created that is associated with a first identification information that identifies the communication tool and a second identification information of the customer in the said communication tool. The aforementioned communication platform is displayed on the store terminal. A communication method comprising: receiving a message entered into a customer communication platform from a store terminal, and transmitting the received message and the second identification information to a media server that provides a communication tool identified by the first identification information associated with the communication platform.

[0011] [6] A communication device connected to multiple media servers, each providing a communication tool, A first means for creating a communication platform associated with a first identification information that identifies a communication tool for each customer, a second identification information of the customer in the communication tool, A second means for displaying the aforementioned communication platform on a store terminal, A communication program that, upon receiving a message entered into a customer communication platform from a store terminal, functions as a third means for transmitting the received message and the second identification information to a media server that provides a communication tool identified by the first identification information associated with the communication platform. [Brief explanation of the drawing]

[0012] [Figure 1] A block diagram showing the schematic configuration of a communication system according to one embodiment. [Figure 2] A schematic diagram illustrating an example of a customer database. [Figure 3A] A sequence diagram illustrating an example of the processing operation of a communication system. [Figure 3B] A sequence diagram illustrating an example of the processing operation of a communication system. [Figure 3C] A sequence diagram illustrating an example of the processing operation of a communication system. [Figure 4A] Schematic diagram showing a chat screen displayed on a store terminal 3. [Figure 4B] Schematic diagram showing a chat screen displayed on a store terminal 3. [Figure 4C] Schematic diagram showing a chat screen displayed on a store terminal 3. [Figure 5A] Schematic diagram showing a screen of SNS application A displayed on a user terminal 2A. [Figure 5B] Schematic diagram showing a screen of SNS application A displayed on a user terminal 2A. [Figure 5C] Schematic diagram showing a screen of SNS application A displayed on a user terminal 2A. [Figure 5D] Schematic diagram showing a screen of SNS application A displayed on a user terminal 2A. [Figure 6] Schematic diagram showing a medical chart registration screen. Mode for Carrying Out the Invention

[0013] Hereinafter, embodiments according to the present invention will be specifically described with reference to the drawings.

[0014] Various stores such as beauty salons disseminate information about their stores through various interactive media (e.g., SNS applications) to acquire customers, while accepting inquiries from customers. A plurality of major media (such as LINE, Instagram) actually exist, and a store may operate a plurality of media. Furthermore, major media may change depending on trends of the times. On the other hand, the means for customers to contact stores differ depending on the customer. For example, one customer may prefer to contact via LINE, while another customer may prefer to contact via Instagram direct message.

[0015] Considering customer convenience, it is desirable to communicate via media that matches the customer's preference rather than communicating with the customer via specific media for the convenience of the store. However, it is complicated to manage the media to be used and the customer's account on the media for each customer.

[0016] Therefore, in this embodiment, we aim to streamline operations by managing the media to be used for each customer (for example, in conjunction with medical records) and to expand the possibilities for customer management measures. Specifically, we aim to simplify communication from the store to the customer as follows. In this embodiment, the store can be a salon, especially a beauty salon, barber shop, nail salon, eyelash salon, relaxation salon, esthetic salon, chiropractic clinic, etc., but is not limited to these. In the following, we will mainly explain with a beauty salon in mind.

[0017] Figure 1 is a block diagram illustrating the schematic configuration of a communication system according to one embodiment. This communication system includes a communication device 10, which is connected to multiple (three in the example of Figure 1) media servers 1A to 1C, for example, via an API. This communication device 10 is used to send and receive messages between customer user terminals 2A to 2C and store terminals 3 for store staff.

[0018] Multiple media servers 1A to 1C each provide a communication tool media A to C. Hereinafter, media A is a social networking service (SNS) application A, media B is another SNS application B, and media C is email. It can also be said that media server 1A is an SNS server for running SNS application A, media server 1B is an SNS server for running another SNS application B, and media server 1C is an email server.

[0019] Store staff possess identification information for media A to C. This identification information includes, for example, accounts on social networking apps or email addresses. Media servers 1A to 1C are also configured with identification information that identifies media A to C (hereinafter referred to as "media ID," which is an example of primary identification information). This identification information can also be used to identify communication tools or media servers 1A to 1C. Hereafter, the media IDs for media A to C will be denoted as MID_A, MID_B, and MID_C, respectively.

[0020] User terminals 2A to 2C are used by each customer (hereinafter referred to as Customers A to C, respectively) and include smartphones, tablet devices, PCs, etc. User terminals 2A to 2C can use one or more of media A to C. Each of Customers A to C has identification information (account, email address, etc.; hereinafter referred to as "User ID," which is an example of secondary identification information) for the media A to C that they can use.

[0021] In the following, we assume that user terminal 2A has SNS app A installed and media A is available, and customer A has an account in SNS app A (hereinafter referred to as "UID_AA"). We assume that user terminal 2B has SNS app B installed and media B is available, and customer B has an account in SNS app B (hereinafter referred to as "UID_BB"). We assume that user terminal 2C has a mailer installed and media C is available, and customer C has an email address (hereinafter referred to as "ccc@xxx.com").

[0022] As described above, Customer A can send a message to store staff via SNS app A, Customer B can send a message to store staff via SNS app B, and Customer C can send a message to store staff via email. From the store staff's perspective, messages from Customer A arrive via SNS app A, messages from Customer B arrive via SNS app B, and messages from Customer C arrive via email. In this situation, the communication device 10 according to this embodiment reduces the burden on store staff.

[0023] The communication device 10 includes a customer database (DB) management means 11, a chat screen control means 12, and a medical record information management means 13. Some or all of the functions of each of these means are realized, for example, by the processor of the communication device 10 executing a communication program. The communication device 10 also has a storage unit 14.

[0024] The customer database management means 11 manages which media each customer uses as a customer database. Figure 2 is a schematic diagram showing an example of a customer database. A customer ID that identifies the customer, a media ID that identifies the media used by that customer, and the customer's user ID for that media are stored in association with each other. In addition, medical record information, which will be described later, may be associated with the customer ID.

[0025] In the example in Figure 2, customer A is registered in the customer database with customer ID "CID_A", media ID "MID_A", and user ID "UID_AA", customer B is registered in the customer database with customer ID "CID_B", media ID "MID_B", and user ID "UID_BB", and customer C is registered in the customer database with customer ID "CID_C", media ID "MID_C", and user ID "ccc@xxx.com".

[0026] Returning to Figure 1, the chat screen control means 12 creates a chat screen (an example of a communication platform) for each customer to exchange messages between the customer and the store staff, and displays it on the store terminal 3. The chat screen is associated with a media ID that identifies the media used by the customer and the customer's user ID. For example, by linking the customer ID and the chat screen in the customer database, the chat screen is associated with the media ID and user ID. The chat screen may also be associated with a medical record, which will be described later.

[0027] The chat screen control means 12 then displays the message sent from the user terminal via the media on the chat screen in the store terminal 3. A specific example of the displayed chat screen will be described later. The chat screen control means 12 also sends the message entered on the chat screen in the store terminal 3 to the user terminal via the media associated with the chat screen. The message will then be displayed on the user terminal via that media.

[0028] The medical record information management means 13 creates a medical record for each customer and registers it in the customer database in association with the customer ID.

[0029] Figures 3A to 3C are sequence diagrams illustrating an example of the processing operation of a communication system. The following explanation will use the case where customer A sends a message via media A (SNS app A) as an example.

[0030] Customer A enters a message into SNS app A on user terminal 2A (for example, a message such as "Can I make an appointment for a cut and color next Wednesday?" to reserve a visit to the store) and performs an operation to send the message to the store staff's account (see Figure 4A). In response, user terminal 2A sends the message to media server 1A (step S1).

[0031] Media server 1A sends this message and customer A's user ID "UID_AA" to communication device 10 via API (step S2).

[0032] The customer database management means 11 of the communication device 10 checks whether customer A is registered in the customer database (step S3). More specifically, the customer database management means 11 checks whether the received user ID "UID_AA" is registered in the customer database. If it is not registered (NO in step S3), it is treated as a new customer (first visit) and the process proceeds to new customer processing (step S10, Figure 3B). If it is registered (YES in step S3), it is treated as a repeat customer (second or subsequent visit) and the process proceeds to repeat customer processing (step 20, Figure 3C).

[0033] First, assuming that customer A is a new customer, we will describe the new customer processing (Figure 3B). The customer DB management means 11 registers customer A in the customer DB (step S11). More specifically, the customer DB management means 11 assigns an arbitrary customer ID (here, "CID_A") to customer A. Then, the customer DB management means 11 associates the media ID (here, "MID_A") that identifies the message receiving media A and the user ID (here, "UID_AA") on that media with the customer ID "CID_A" and stores them in the storage unit 14.

[0034] The chat screen control means 12 then creates a chat screen for customer A and displays it on the store terminal 3 (step S12). Specifically, the chat screen control means 12 creates chat information (e.g., an HTML file) to display a chat screen associated with the media ID "MID_A" and user ID "UID_AA", and sends it to the store terminal 3. This chat information includes the message sent in step S2 of Figure 3A. The store terminal 3 receives the chat information and displays the chat screen, for example, on a web browser.

[0035] Figure 5A schematically shows an example of a chat screen displayed on the store terminal 3. As shown in the figure, the message "Can I make a reservation for a cut and color next Wednesday?" sent in step S2 of Figure 3A is displayed on the chat screen. The chat screen may also include information indicating media A, which is the means of contacting customer A, customer A's user ID, and / or a button (interface) for creating a medical record, as described later. The chat screen will be the same regardless of which media the message was received from.

[0036] Store staff can send messages to customer A from the chat screen displayed on store terminal 3. Specifically, store staff enter a message of their choice (for example, "We have availability at 10:00 and 15:00," as shown in Figure 5B) into the message input field on the chat screen and select the send button. As a result, store terminal 3 sends the message from the chat screen to communication device 10 (step S13 in Figure 3B). The chat screen is also updated as shown in Figure 5C.

[0037] The chat screen control means 12 of the communication device 10 sends the received message to the media server 1A (step S14 in Figure 3B). Specifically, the chat screen control means 12 sends the message and the user ID "UID_AA" associated with the chat screen to the media server 1A, which is identified by the media ID "MID_A" associated with the chat screen. It can also be said that the chat screen control means 12 instructs the media server 1A to send the message to the account of user ID "UID_AA".

[0038] Media server 1A sends the received message to user terminal 2A based on the received user ID "UID_AA" (step S15). As a result, as shown in Figure 4B, user terminal 2A displays the received message "There is availability at 10:00 and 15:00." in SNS application A.

[0039] Subsequently, customer A and store staff can send and receive messages as needed (step S16 in Figure 3B, Figures 4C and 5D). Figures 4A to 4C show the screen of SNS application A displayed on user terminal 2A, while Figures 5A to 5D show the chat screen from communication device 10 displayed on store terminal 3.

[0040] Subsequently, when a new customer A visits the store for the first time, a new customer record for customer A is created and registered in the customer database. As a specific example, the store staff selects the "Create Record" button on the chat screen displayed on store terminal 3. This displays the customer record registration screen shown in Figure 6 on store terminal 3. The store staff then asks customer A to operate store terminal 3 and enter information such as customer A's name, gender, date of birth, etc. (hereinafter referred to as "customer record information").

[0041] Then, when a store staff member or customer A presses the "Register" button, the store terminal 3 transmits the medical record information to the communication device 10 (step S17 in Figure 3B). The medical record information management means 13 of the communication device 10 associates the received medical record information with the customer ID and registers it in the customer DB of the storage unit 14 (step S18).

[0042] In the customer database, each customer is associated with a chat screen and medical record information. In other words, the chat screen and medical record information are linked. A medical record screen based on the medical record information can be displayed on the store terminal 3 in response to operations by the store staff. Since the medical record information and the chat screen are linked, it is desirable to display the medical record screen from the chat screen (for example, by providing a medical record screen display button instead of the medical record creation button shown in Figure 5A, etc.) and to display the chat screen from the medical record screen.

[0043] There are various methods for creating and registering medical records. For example, a store staff member could send a URL from the chat screen to the user terminal 2A to display the medical record registration screen, and the medical record information entered in the user terminal 2A could be sent from the user terminal 2A to the communication device 10 (via the store terminal 3 if necessary). Alternatively, the store staff member could send the medical record information, which has been filled out on paper, to the communication device 10 from the store terminal 3. In the sense that it manages medical records, the communication device 10 can also be called a medical record management system. The above describes the processing of new customers (step S10 in Figure 3A). Next, we will explain the processing of repeat customers (step S20 in the same figure).

[0044] For repeat customers, a chat screen has already been created with their associated media ID and user ID. Therefore, in response to a message being sent from the media server (step S2 in Figure 3A), the chat screen control means 12 of the communication device 10 displays the customer's chat screen on the store terminal 3 (step S21). Specifically, the chat screen control means 12 retrieves past messages from the media server identified by the media ID, identified by the user ID, as needed, and sends this chat information to the store terminal 3.

[0045] Store terminal 3 receives chat information and displays a chat screen, for example, on a web browser. This chat screen contains the message sent in step S2 of Figure 3A. From this point onward, store staff can exchange messages with the customer, similar to the new customer processing described in Figure 3B. Steps S22 to S25 in Figure 3C are the same as steps S13 to S16 in Figure 3B, respectively.

[0046] As described above, according to this embodiment, the communication device 10 displays a media-independent chat screen on the store terminal 3, while simultaneously storing the media to be used for each customer and sending messages via the appropriate media for each customer. Therefore, store staff can send and receive messages with customers using the appropriate media without having to manage or be aware of which media to use.

[0047] Any part or all of the functional components described herein may be implemented by program. Programs referred to herein may be recorded non-temporarily on a computer-readable recording medium.

[0048] Such programs may be installed on a computer (so-called native apps). In that case, the program may be downloaded to the computer via a communication line such as the internet (including wireless communication), or it may be distributed already installed on the computer.

[0049] Alternatively, the program may run on a web browser (a so-called web application). In that case, the computer may receive the program, written in a markup language file (e.g., an HTML file), from a server and execute it through the web browser.

[0050] Based on the above description, those skilled in the art may be able to conceive of additional effects and various modifications of the present invention, but the embodiments of the present invention are not limited to the individual embodiments described above. For example, inventions that take only a part of each embodiment, or inventions that combine multiple embodiments, are naturally conceivable. Various additions, modifications, and partial deletions are possible as long as they do not depart from the conceptual idea and spirit of the present invention derived from the contents of the claims and their equivalents.

[0051] For example, what is described as a single device in this specification (including what is depicted as a single device in the drawings) may be implemented by multiple devices. Conversely, what is described as multiple devices in this specification (including what is depicted as multiple devices in the drawings) may be implemented by a single device. Alternatively, some or all of the means or functions that are included in one device may be included in another device. Furthermore, a “system” may consist of one device or of two or more devices.

[0052] Furthermore, not all matters described herein are mandatory requirements. In particular, matters described herein but not included in the claims can be considered optional additional matters.

[0053] Furthermore, unless otherwise specified, the term “means” in this specification and the claims means hardware (or functions realized by hardware) and does not include human beings (or human mental activity).

[0054] It should also be noted that the applicant is only aware of the prior art inventions described in the "Prior Art Documents" section of this specification, and the present invention is not necessarily intended to solve the problems described in those prior art inventions. The problems that the present invention aims to solve should be determined by considering this specification as a whole. For example, if this specification describes that a certain effect is achieved by a particular configuration, it can also be said that the problem that is the inverse of that predetermined effect is solved. However, this does not necessarily mean that such a particular configuration is an essential requirement. [Explanation of symbols]

[0055] 1A-1C Media Server 2A~2C User Terminals 3 Store terminals 10 Communication device 11. Customer database management method 12 Chat screen control means 13. Medical record information control means 14 Storage section

Claims

1. A communication device for sending and receiving messages between a store terminal used by store staff and a user terminal used by the store's customers, each connected to multiple media servers that provide communication tools, A first means for creating a communication platform associated with a first identification information that identifies a communication tool for each customer, and a second identification information of the customer in the communication tool, A second means for displaying the aforementioned communication platform on a store terminal, The system includes a third means that, upon receiving a message entered into a customer communication platform from the store terminal, transmits the received message and the second identification information to a media server that provides a communication tool identified by the first identification information associated with the communication platform. The communication platform is a communication device that displays messages sent and received between a corresponding customer's user terminal and the store terminal in chronological order, but does not display messages sent and received between other customers' user terminals and the store terminal.

2. The first means is, When a message is sent from a customer via a certain communication tool, the second identification information of the customer in the certain communication tool is received from the media server providing the certain communication tool. The communication device according to claim 1, comprising: first identification information for identifying the communication tool that sent the message; and a communication platform for the customer that sent the message, associated with the second identification information.

3. The communication device according to claim 1 or 2, further comprising a fourth means for registering customer-specific medical record information in association with the customer's communication platform.

4. The communication device according to claim 1 or 2, wherein the second means causes a message to be displayed on a communication platform created for each customer when a message is sent from the customer via a communication tool.

5. Each is connected to multiple media servers that provide communication tools, and a communication device for sending and receiving messages between store terminals used by store staff and user terminals used by customers of the store, For each customer, a communication platform is created that is associated with a first identification information that identifies the communication tool and a second identification information of the customer in the said communication tool. The aforementioned communication platform is displayed on the store terminal. When a message entered into a customer communication platform is received from the store terminal, the received message and the second identification information are sent to a media server that provides a communication tool identified by the first identification information associated with the communication platform. A communication method in which the communication platform displays messages sent and received between a corresponding customer's user terminal and the store terminal in chronological order, but does not display messages sent and received between other customers' user terminals and the store terminal.

6. Each is connected to multiple media servers that provide communication tools, and a communication device is used to send and receive messages between store terminals used by store staff and user terminals used by customers of the store. A first means for creating a communication platform associated with a first identification information that identifies a communication tool for each customer, and a second identification information of the customer in the communication tool, A second means for displaying the aforementioned communication platform on a store terminal, When a message entered into a customer communication platform is received from the store terminal, the third means functions to transmit the received message and the second identification information to a media server that provides a communication tool identified by the first identification information associated with the communication platform. The communication platform includes a communication program that displays messages sent and received between a corresponding customer's user terminal and the store terminal in chronological order, but does not display messages sent and received between other customers' user terminals and the store terminal.

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