Shopping support systems and programs

Abstract

To provide a shopping support system and a program capable of causing a store clerk who can quickly respond to a support request from a customer to support the customer.SOLUTION: A shopping support system includes a cart terminal (first terminal device) to be carried by a customer in a store, a store clerk terminal (second terminal device) to be carried by a store clerk, and a server device configured to be communicably connected to the cart terminal and the store clerk terminal. The server device calculates a length of a path along a passage in the store between the cart terminal and the store clerk terminal based on a position of the cart terminal that issues a support request, a position of the store clerk terminal, and store map data storing a structure of the passage and information about a length of the passage (map information), and selects a store clerk who can support the customer using the cart terminal that issues the support request. The server device instructs the selected store clerk terminal to support the cart terminal.SELECTED DRAWING: Figure 12

Description

[Technical Field]

[0001] Embodiments of the present invention relate to a shopping support system and program. [Background technology]

[0002] Conventionally, shopping support systems have been proposed that dispatch store employees to assist customers upon request from them while they are shopping (for example, Patent Document 1).

[0003] In this type of shopping assistance system, the employee to provide assistance was selected based on their distance from the customer, regardless of their current situation. Therefore, even an employee resting in the back room, for example, would be forced to go and assist a customer if they were close by. [Overview of the Initiative] [Problems that the invention aims to solve]

[0004] The problem that this invention aims to solve is to provide a shopping support system and program that can direct store employees who are able to respond to customer requests for assistance as quickly as possible to assist customers. [Means for solving the problem]

[0005] The shopping support system of this embodiment includes a first terminal device that the customer carries around the store while shopping, a second terminal device carried by a store employee, and a server device that is communicatively connected to the first terminal device and the second terminal device. The first terminal device comprises a first location identification unit, a support request unit, and a self-location transmission unit. The first location identification unit identifies its own location within the store and outputs the identified location to the server device. The support request unit, upon receiving instructions from a customer, requests support from a store employee. The self-location transmission unit transmits its own presence to the surroundings when the support request unit requests support. The server device comprises a location information acquisition unit, a support request acquisition unit, a distance calculation unit, a selection unit, and a support instruction unit. The location information acquisition unit acquires the current locations of the first terminal device and the second terminal device. The support request acquisition unit acquires a support request from the first terminal device. The distance calculation unit calculates the distance along the passage between the first terminal device and the second terminal device based on the location of the first terminal device, the location of the second terminal device, and map information that stores information related to the structure and length of the passage in the store. The selection unit selects a store employee carrying the second terminal device capable of responding to the support request from the first terminal device, based on the distance calculated by the distance calculation unit. The support instruction unit instructs the second terminal device carried by the store employee selected by the selection unit to provide support to the customer using the first terminal device. The second terminal device comprises a second location identification unit and a support instruction acquisition unit. The second location identification unit identifies its own location within the store and outputs the identified location to the server device. The support instruction acquisition unit obtains support instructions from the server device for the customer using the first terminal device that requested support. [Brief explanation of the drawing]

[0006] [Figure 1] Figure 1 is a schematic diagram of the shopping support system according to the embodiment. [Figure 2] Figure 2 shows an example of the appearance of a shopping cart. [Figure 3] Figure 3 is a hardware block diagram showing an example of the hardware configuration of a shopping cart terminal. [Figure 4] Figure 4 is a hardware block diagram showing an example of the hardware configuration of a store employee terminal. [Figure 5] Figure 5 is a hardware block diagram showing an example of the hardware configuration of a server device. [Figure 6] Figure 6 shows an example of store map data included in a shopping support system. [Figure 7] Figure 7 is the first diagram showing the structure of the store map data. [Figure 8]FIG. 8 is a second diagram showing the structure of store map data. [Figure 9] FIG. 9 is a diagram explaining processing for matching the current positions of a customer and a store clerk to neighboring nodes in store map data. [Figure 10] FIG. 10 is a diagram showing an example of screen transition of a screen displayed on a monitor of a cart terminal when calling a store clerk. [Figure 11] FIG. 11 is a diagram showing an example of screen transition of a screen displayed on a monitor of a store clerk terminal when a support request is received from a customer. [Figure 12] FIG. 12 is a functional block diagram showing an example of the functional configuration of a shopping support system. [Figure 13] FIG. 13 is a flowchart showing an example of the flow of processing performed by a cart terminal when a customer issues a support request. [Figure 14] FIG. 14 is a flowchart showing an example of the flow of processing performed by a server device when a customer issues a support request. [Figure 15] FIG. 15 is a flowchart showing an example of the flow of processing performed by a store clerk terminal when a customer issues a support request. MODE FOR CARRYING OUT THE INVENTION

[0007] (Schematic Configuration of Shopping Support System) A schematic configuration of a shopping support system 1 will be described with reference to FIG. 1. FIG. 1 is a schematic configuration diagram of the shopping support system according to the embodiment.

[0008] The shopping support system 1 includes a cart terminal 10 provided on a shopping cart 4, a store clerk terminal 30, a server device 50, a checkout device 80, and an access point 3.

[0009] The server device 50 and the payment device 80 are connected via the in-store network 2, allowing for communication. The shopping cart terminal 10, the server device 50, and the payment device 80 are connected via multiple access points 3 installed in the store, allowing for communication. Additionally, the employee terminal 30 and the server device 50 are connected via access points 3, allowing for communication.

[0010] Shopping support system 1 guides a available employee S to customer C when customer C encounters a problem while shopping. After arriving at customer C's location, employee S provides support to resolve the problem.

[0011] The shopping cart terminal 10 has a product registration function for registering the products that customer C will purchase. The shopping cart terminal 10 also has a staff call function for calling staff member S if customer C needs assistance from staff member S while shopping. The shopping cart terminal 10 is an example of the first terminal device in this disclosure.

[0012] The employee terminal 30 is a terminal device such as a tablet or smartphone that is carried by employee S. When a call is made to employee S by customer C, the employee terminal 30 notifies that a request for assistance has been made. The shopping support system 1 does not notify all employee terminals 30, but only the employee terminals 30 carried by employee S who are near customer C who requested assistance. Alternatively, the shopping support system 1 may notify only the employee terminals 30 of employee S who are near customer C and are capable of assisting customer C.

[0013] Furthermore, the employee terminal 30 receives and receives information related to its operations by communicating wirelessly with the server device 50. The employee terminal 30 also receives and receives information related to its operations by communicating wirelessly with other employee terminals 30. The employee terminal 30 is an example of the second terminal device in this disclosure.

[0014] The server device 50 monitors the current location of the shopping cart terminal 10 and the current location of the store clerk terminal 30.

[0015] The payment device 80 performs the payment (which may also be called accounting or settlement) for the product registration information registered by customer C using the cart terminal 10. The payment device 80 performs cash payment or cashless payment using the payment method selected by customer C. Cash payment is a payment method using banknotes and coins. Cashless payment is a payment method that does not use cash, but rather the payment for the product registration information registered by the cart terminal 10. Cashless payment includes credit card payment, code payment, electronic money payment, etc.

[0016] (Shopping cart configuration) The configuration of the shopping cart 4 will be explained using Figure 2. Figure 2 shows an example of the appearance of the shopping cart.

[0017] The shopping cart 4 includes a basket-shaped storage section 102 with an open top, casters 103 positioned below the storage section 102 for movement, and a handle 104 connected to the storage section 102 for the customer C to grip when moving the shopping cart 4. The overall structure of the shopping cart 4 is formed by a frame 105. The customer C takes the items to be purchased from the shelf and stores them in the storage section 102. Note that the shopping cart 4 does not have to have its own storage section 102. For example, it may have a basket support section for placing a shopping basket to store items, and the shopping basket placed on the basket support section may serve as the storage section 102.

[0018] Furthermore, a cart terminal 10 is attached to the handle portion 104 of the shopping cart 4 via a holding portion (not shown). The cart terminal 10 includes a monitor 141, a touch panel 142, a scanner 143, and a positioning sensor 144.

[0019] The monitor 141 consists of an LCD panel or an OLED panel and displays to customer C instructions on how to operate the shopping cart terminal 10 and product information for items to be purchased.

[0020] The touch panel 142 is installed stacked on the monitor 141 and acquires operation instructions from customer C to the cart terminal 10.

[0021] Scanner 143 is installed near monitor 141 and reads product codes registered in code symbols such as barcodes attached to products. In addition to scanner 143, cart terminal 10 may also be equipped with a handheld scanner (not shown) that customer C holds in their hand to scan products. If the product is heavy, customer C will use the handheld scanner to read the product's code symbol.

[0022] When customer C places an item in shopping cart 4, they hold the code symbol attached to the item over scanner 143. Scanner 143 reads the code symbol held over it. Scanner 143 also decodes the code symbol it has read. Cart terminal 10 analyzes the decoded digital signal to obtain the product code that identifies the item. Cart terminal 10 registers the item purchased by the customer by storing the obtained product code.

[0023] The positioning sensor 144 measures the position of the cart terminal 10 in the store. The positioning sensor 144 is, for example, a well-known GPS (Global Positioning System) sensor. Alternatively, the positioning sensor 144 may perform Wi-Fi® positioning, which estimates its own position based on the signal strength between it and multiple access points 3 installed in the store.

[0024] Furthermore, the shopping cart 4 is equipped with a warning light 145 at the tip of an erected pole 106. The warning light 115 illuminates or flashes in a predetermined color and pattern when customer C uses the cart terminal 10 to call a store employee, thereby informing those around them of their location. Since the warning light 145 is installed at the tip of the pole 106, i.e., at a high position, store employees who respond to the call can easily find customer C.

[0025] (Hardware configuration of the shopping cart terminal) The hardware configuration of the cart terminal 10 will be explained using Figure 3. Figure 3 is a hardware block diagram showing an example of the hardware configuration of a cart terminal equipped in a shopping cart.

[0026] The cart terminal 10 has a configuration in which a control unit 11, a storage unit 12, a peripheral device controller 14, and a wireless communication interface 15 are connected to each other by an internal bus 13.

[0027] The control unit 11 controls the overall operation of the cart terminal 10. The control unit 11 comprises a CPU (Central Processing Unit) 111, a ROM (Read Only Memory) 112, and a RAM (Random Access Memory) 113. The CPU 111 connects to the ROM 112 and the RAM 113 via internal buses such as an address bus and a data bus. The CPU 111 loads various programs stored in the ROM 112 and the memory unit 12 into the RAM 113. The CPU 111 controls the operation of the cart terminal 10 by operating according to the various programs loaded into the RAM 113. In other words, the control unit 11 has the configuration of a typical computer.

[0028] The storage unit 12 is a storage device such as an HDD or SSD. Alternatively, the storage unit 12 may be a non-volatile memory such as flash memory that retains stored information even when the power is turned off. The storage unit 12 stores the control program 121, the product master 122, and the product registration file 123.

[0029] The control program 121 is a program that controls the overall operation of the cart terminal 10. The control program 121 may be provided stored in the storage unit 12, or it may be provided as an installable or executable file recorded on a computer-readable non-temporary recording medium such as a CD-ROM, flexible disk (FD), CD-R, or DVD. Alternatively, the control program 121 may be stored on a computer connected to a network and provided by downloading it via the network. Furthermore, the control program 121 may be provided or distributed via a network such as the Internet.

[0030] Product Master 122 is a master file that stores code information, such as a JAN code, uniquely assigned to each product, in association with product information related to that product, such as its name, price, and product category.

[0031] Product registration file 123 is a file that stores product information (product name, unit price, quantity, etc.) corresponding to the product code of the product registered in the shopping cart terminal 10.

[0032] The control unit 11 is connected to a monitor 141, a touch panel 142, a scanner 143, a positioning sensor 144, and a warning light 145 via a peripheral device controller 14, which input and output various types of information. The general outline of each input / output device is as described above. The peripheral device controller 14 controls the operation of these peripheral devices according to instructions from the control unit 11.

[0033] Furthermore, the control unit 11 communicates wirelessly with the server device 50 via the wireless communication interface 15.

[0034] The cart terminal 10 continuously outputs its own position to the server device 50 according to the output of the positioning sensor 144. Furthermore, when customer C performs an operation to call a store employee, the cart terminal 10 requests assistance from the store employee to the server device 50. The cart terminal 10 also obtains information from the server device 50 indicating that store employee S has accepted the assistance request, provided that the employee S has decided to respond to the assistance request.

[0035] Furthermore, when all product registrations are complete, the cart terminal 10 outputs the product registration file 123 to the server device 50. After outputting the product registration file 123 to the server device 50, the cart terminal 10 obtains a transaction code from the server device 50 that uniquely identifies the contents of the product registration file 123.

[0036] (Hardware configuration of the employee terminal) The hardware configuration of the employee terminal 30 will be explained using Figure 4. Figure 4 is a hardware block diagram showing an example of the hardware configuration of the employee terminal.

[0037] The employee terminal 30 has a configuration in which a control unit 31, a storage unit 32, a peripheral device controller 34, and a wireless communication interface 35 are connected to each other by an internal bus 33.

[0038] The control unit 31 controls the overall operation of the employee terminal 30. The control unit 31 comprises a CPU 311, a ROM 312, and a RAM 313. The CPU 311 connects to the ROM 312 and the RAM 313 via internal buses such as an address bus and a data bus. The CPU 311 loads various programs stored in the ROM 312 and the memory unit 32 into the RAM 313. The CPU 311 controls the operation of the employee terminal 30 by operating according to the various programs loaded into the RAM 313. In other words, the control unit 31 has the configuration of a typical computer.

[0039] The storage unit 32 is a storage device such as an HDD or SSD. Alternatively, the storage unit 32 may be a non-volatile memory such as flash memory that retains stored information even when the power is turned off. The storage unit 32 stores the control program 321 and the store map data 322.

[0040] The control program 321 is a program that controls the overall operation of the employee terminal 30. The control program 321 may be provided stored in the memory unit 32, or it may be provided as an installable or executable file recorded on a computer-readable non-temporary recording medium such as a CD-ROM, flexible disk (FD), CD-R, or DVD. The control program 321 may also be provided by storing it on a computer connected to a network and downloading it via the network. Furthermore, the control program 321 may be provided or distributed via a network such as the Internet.

[0041] The store map data 322 is map data that stores information relating to the structure of aisles in the store and the length of those aisles. The store map data 322 also stores the current location of the cart terminal 10 and the current location of the store employee terminal 30 in association with the store map data 322. Note that the store map data 322 is an example of map information in this disclosure.

[0042] The control unit 31 is connected to a monitor 341, a touch panel 342, and a positioning sensor 343 via a peripheral device controller 34, which input and output various types of information. The peripheral device controller 34 controls the operation of these peripheral devices according to instructions from the control unit 31.

[0043] The monitor 341 consists of an LCD panel and an OLED panel, and displays various information related to in-store management to the store employee S.

[0044] The touch panel 342 is installed stacked on the monitor 341 and acquires operation instructions from the employee S to the employee terminal 30.

[0045] The positioning sensor 343 measures the location of the employee terminal 30 in the store. The positioning sensor 343 is the same as the positioning sensor 144 provided in the cart terminal 10.

[0046] Furthermore, the control unit 31 communicates wirelessly with the server device 50 via the wireless communication interface 35.

[0047] The employee terminal 30 continuously outputs its own position, determined by the positioning sensor 343, to the server device 50. The employee terminal 30 also outputs information to the server device 50 indicating whether or not it can respond to the assistance request from customer C. Furthermore, the employee terminal 30 outputs information to the server device 50 indicating that it will accept the assistance request from customer C.

[0048] Furthermore, the employee terminal 30 receives instructions from the server device 50 to respond to the support request from customer C. The employee terminal 30 also receives information from the server device 50 indicating that the support request from customer C has been canceled.

[0049] (Server hardware configuration) The hardware configuration of the server device 50 will be explained using Figure 5. Figure 5 is a hardware block diagram showing an example of the hardware configuration of the server device.

[0050] The server device 50 has a configuration in which a control unit 51, a storage unit 52, a peripheral device controller 54, and a communication interface 55 are connected to each other by an internal bus 53.

[0051] The control unit 51 controls the overall operation of the employee terminal 30. The control unit 51 comprises a CPU 511, a ROM 512, and a RAM 513. The CPU 511 connects to the ROM 512 and the RAM 513 via internal buses such as an address bus and a data bus. The CPU 511 loads various programs stored in the ROM 512 and the memory unit 52 into the RAM 513. The CPU 511 controls the operation of the server device 50 by operating according to the various programs loaded into the RAM 513. In other words, the control unit 51 has the configuration of a typical computer.

[0052] The storage unit 52 is a storage device such as an HDD or SSD. Alternatively, the storage unit 52 may be a non-volatile memory such as flash memory that retains stored information even when the power is turned off. The storage unit 52 stores the control program 521, the store map data 522, and the product registration file 523.

[0053] The control program 521 is a program that controls the overall operation of the employee terminal 30. The control program 521 may be provided stored in the memory unit 52, or it may be provided as an installable or executable file recorded on a computer-readable non-temporary recording medium such as a CD-ROM, flexible disk (FD), CD-R, or DVD. The control program 521 may also be provided by storing it on a computer connected to a network and downloading it via the network. Furthermore, the control program 521 may be provided or distributed via a network such as the Internet.

[0054] The store map data 522 is map data that stores information relating to the structure of aisles in a store and the length of those aisles. The store map data 522 also stores the current location of the cart terminal 10 and the current location of the employee terminal 30 in association with the store map data 522. Note that the store map data 522 is the same as the store map data 322 stored in the employee terminal 30. The store map data 522 is an example of map information in this disclosure.

[0055] Product registration file 523 is a file that stores product registration file 123 obtained from shopping cart terminal 10, associated with a transaction code that uniquely identifies the transaction. The server device 50 stores product registration file 123 obtained from multiple shopping cart terminals 10 within the store.

[0056] The control unit 51 is connected to a display device 541 and an operation device 542 via a peripheral device controller 54, which input and output various types of information. The display device 541 is composed of a liquid crystal panel or an organic EL panel and displays various screen information and various text information to the operator of the server device 50. The operation device 542 is, for example, a touch panel stacked on the display device 541 and acquires operation instructions from the operator to the server device 50. The peripheral device controller 54 controls the operation of these peripheral devices according to instructions from the control unit 51.

[0057] Furthermore, the control unit 51 communicates wirelessly with the cart terminal 10 and the employee terminal 30 via the communication interface 55. The control unit 51 also communicates with the payment device 80 via the communication interface 55 and the in-store network 2.

[0058] The server device 50 continuously acquires its own position from the cart terminal 10 according to the output of the positioning sensor 144. The server device 50 also acquires assistance requests from customer C from the cart terminal 10. The server device 50 also acquires the product registration file 123 from the cart terminal 10.

[0059] The server device 50 outputs information to the cart terminal 10 indicating that the store clerk S has accepted the assistance. The server device 50 also outputs a transaction code to the cart terminal 10 that uniquely identifies the contents of the product registration file 123.

[0060] Furthermore, the server device 50 continuously acquires its own position from the employee terminal 30 according to the output of the positioning sensor 343. The server device 50 also acquires information from the employee terminal 30 indicating whether or not it can respond to the assistance request from customer C. The server device 50 also acquires information from the employee terminal 30 indicating that it will accept the assistance request from customer C.

[0061] The server device 50 outputs an instruction to the employee terminal 30 to respond to the assistance request from customer C. The server device 50 also outputs information to the employee terminal 30 indicating that the assistance request from customer C has been canceled.

[0062] Furthermore, the server device 50 obtains the transaction code that customer C has had the settlement device 80 read from the settlement device 80.

[0063] The server device 50 outputs a product registration file 523 corresponding to the transaction code to the settlement device 80.

[0064] (Structure of store map data) Figures 6 to 8 illustrate the structure of store map data 322,522. Figure 6 is an example of store map data provided by a shopping support system. Figure 7 is the first diagram showing the structure of the store map data. Figure 8 is the second diagram showing the structure of the store map data.

[0065] As shown in Figure 6, the store map M consists of links that constitute pathways formed between display shelves 6, which are accessible to customers C and store employees S, and nodes that are connection points between these links. This type of map data has the same structure as, for example, the road map data used in a car navigation system.

[0066] If a store spans multiple floors, a separate store map (M) will be provided for each floor.

[0067] Node N ij(i=a, b, c, …, j=a, b, c, …) are formed at intersections of aisles in a store and at every predetermined distance along aisles. The subscript i indicates the X-direction position of a node, and the subscript j indicates the Y-direction position of a node. Node N ij is stored in association with the X-direction position and Y-direction position in the store. Details will be described later (see FIG. 7). In the following description, when nodes are collectively referred to, they are simply called nodes N.

[0068] Link L ij-pq (i=a, b, c, …, j=a, b, c, …, p=a, b, c, …, q=a, b, c, …) is node N ij and node N pq represents a link connecting the nodes. Link L ij-pq is node N ij with as a start point and node N pq as an end point. Link L ij-pq is stored in association with information uniquely identifying the node N indicating the start point, information uniquely identifying the node N indicating the end point, the link length P, and the link weight w. Details will be described later (see FIG. 8). In the following description, when links are collectively referred to, they are simply called links L.

[0069] The link length P represents the actual length of the link L.

[0070] The link weight w is a weighting coefficient applied to the link length P of the corresponding link L when calculating the distance between two nodes N in a store. For example, a store clerk S resting in the backroom does not want to respond to a call request from a customer C if possible, so the link L connecting the sales floor and the backroom aa-ba is assigned a weight w exceeding 1.0. Then, the server device 50 uses the product of the link length P and the weight w as the link L aa-baThis is considered the apparent link length. The apparent link length P is an example of information relating to the length of an aisle in this disclosure. As a result, the link L from the sales floor to the back room is considered to be longer than the actual distance, and the distance between the employee S in the back room and the customer C is estimated to be longer than it actually is. This makes it difficult for the employee S in the back room to respond to the customer C's request for assistance.

[0071] Similarly, it is difficult for employee S, who is on a different floor, to respond to a call from customer C via escalators, elevators, or stairs, so it is desirable to make it difficult for them to respond to customer C's call. Therefore, link L to different floors is desirable. ga-ha A weight w greater than 1.0 is also assigned to it.

[0072] On the other hand, for example, in the case of employee S whose main duty is to assist customer C, this fact may be registered with the server device 50, and the server device 50 may assign a weight w of less than 1.0 to the link L connected to node N, which is closest to employee S's current location. This makes it easier for employee S, whose main duty is to assist customer C, to respond to assistance requests from customer C. In this way, the server device 50 may set the weight w of link L to be variable according to employee S.

[0073] When the server device 50 receives a call request from customer C, it compares the location information of customer C obtained from the cart terminal 10 with the store map M to identify the node N closest to customer C. The server device 50 also compares the location information of employee S obtained from the employee terminal 30 with the store map M to identify the node N closest to employee S. Then, referring to the store map M, the server device 50 calculates the shortest route from employee S to customer C and the length of that shortest route. The shortest route thus calculated is output to the employee terminal 30, and employee S proceeds to assist customer C along the indicated route.

[0074] Figure 7 shows an example of node data 3221 contained in store map data 322. Node data 3221 is node Nij In relation to the said node N ij Information that uniquely identifies a node, for example, node N ij It stores the node number, position coordinates, etc. Node N ij The position coordinates are represented, for example, by the horizontal position X in Figure 6 and the vertical position Y which is orthogonal to the horizontal position X. Note that the store map data 522 also has similar node data.

[0075] Figure 8 shows an example of link data 3222 contained in store map data 322. Link data 3222 stores the start point, end point, link length P, and weight w of a link L in association with that link L. The start point of link L stores information that uniquely identifies the node corresponding to the start point, such as the node number. The end point of link L stores information that uniquely identifies the node corresponding to the end point, such as the node number. There is no clear definition of the start point and end point; either node N at the endpoints that make up the link can be used as the start point, and the node N at the other endpoint can be used as the end point. The link length P stores the actual length of link L. The weight w stores the weight assigned to link L. The weight w may be a fixed value, or, as mentioned above, may be variable depending on the store employee S. Store map data 522 also has similar node data and link data.

[0076] (Applying the current locations of customers and staff to store map data) Figure 9 illustrates the process by which the server device 50 maps the current locations of customer C and employee S to the store map data 322. Figure 9 is a diagram illustrating the process of mapping the current locations of the customer and employee to nearby nodes in the store map data.

[0077] The server device 50 applies the current location of customer C, who requested assistance, obtained from the cart terminal 10, to the store map data 322, and determines that the node N closest to customer C is customer C's current location.

[0078] Specifically, as shown in Figure 9, the server device 50 determines the node N closest to the customer Ca's location in the store map data 322.cb This determines the following: and node N cb This is considered to be the current location of passenger Ca.

[0079] Furthermore, the server device 50 applies the current location of employee S, obtained from the employee terminal 30, to the store map data 322, and considers the node N closest to employee S to be employee S's current location.

[0080] Specifically, as shown in Figure 9, the server device 50 determines the node N closest to the location of employee Sa in the store map data 322. dc This determines the following: and node N dc This is considered to be the current location of employee Sa. Furthermore, the server device 50 uses the store map data 322 to determine the node N closest to the location of employee Sb. cf This determines the following: and node N cf This is considered the current location of employee Sb.

[0081] (How to select staff members to provide support) Server device 50 is located at node N dc That is, from the current location of employee Sa, N cb This calculates the shortest path to the location of customer Ca. Shortest path search in map data composed of nodes and links can be performed using a well-known path search algorithm. When performing the shortest path search, the server device 50 uses the product of the link length P and the weight w, rather than the actual link length P. The server device 50 also uses node N cf That is, from the current location of employee Sb, N cb This calculates the shortest path to customer Ca's location. The server device 50 then selects the shorter of the calculated shortest path from employee Sa to customer Ca and the shortest path from employee Sb to customer Ca. The server device 50 then instructs the employee with the shortest distance to customer Ca from among the employees S who have declared that they can assist customer Ca to assist customer Ca.

[0082] There are various ways to select which staff member will provide assistance. For example, the server device 50 may instruct only the staff member whose distance to customer Ca is the shortest to provide assistance to customer Ca. Alternatively, the server device 50 may instruct all staff members whose distance to customer Ca is less than a predetermined value to provide assistance to customer Ca. In the latter case, the server device 50 should provide assistance to customer Ca to the staff member who responds to the assistance request the fastest, indicating that they accept the request.

[0083] (Screen transitions displayed on the shopping cart terminal monitor when calling a store employee) Figure 10 illustrates the screen transitions displayed on the monitor 141 of the cart terminal 10. Figure 10 shows an example of the screen transitions displayed on the cart terminal monitor when calling a store employee.

[0084] While customer C is shopping, the shopping cart terminal 10 displays the product registration screen 16 on the monitor 141. The product registration screen 16 includes a product list 161, a staff call button 162, a registration complete button 163, and a registration cancel button 164.

[0085] Product list 161 displays product information (product name, quantity, price, etc.) for the product corresponding to the product code read by the shopping cart terminal 10. The customer checks product list 161 to confirm that the contents of the product they are purchasing are correct.

[0086] The staff call button 162 is a button to be pressed when assistance from staff member S is needed. When customer C presses the staff call button 162, the cart terminal 10 requests assistance from staff member S from the server device 50.

[0087] The registration complete button 163 is pressed when the registration of all items to be purchased has been completed. When customer C presses the registration complete button 163, the cart terminal 10 outputs the product registration file 123 (see Figure 3) to the server device 50.

[0088] The registration cancellation button 164 is a button to press when a customer C wants to cancel the registration of a product. When customer C presses the registration cancellation button 164, the cart terminal 10 then deletes the information related to the product specified by customer C from the product registration file 123.

[0089] When the staff call button 162 is pressed, the cart terminal 10 displays the staff call screen 17 on the monitor 141.

[0090] The staff call screen 17 displays support acceptance information 171, superimposed on the product registration screen 16, indicating that staff member S is coming to provide assistance. This support acceptance information 171 is displayed when the cart terminal 10 obtains information from the server device 50 indicating that staff member S has accepted the support request.

[0091] Furthermore, the staff call screen 17 displays a call cancellation button 172 instead of the staff call button 162. Customer C presses the call cancellation button 172 when they no longer need assistance from staff member S. When the call cancellation button 172 is pressed, the cart terminal 10 displays the aforementioned product registration screen 16 on the monitor 141.

[0092] (Screen transitions displayed on the employee's terminal monitor when a customer requests assistance) Using Figure 11, we will explain the screen transitions displayed on the monitor 341 of the employee terminal 30 when a customer C requests assistance. Figure 11 is a diagram showing an example of the screen transitions displayed on the monitor of the employee terminal when a customer requests assistance.

[0093] Employee S can use their employee terminal 30 to pre-configure whether they can respond to a call from customer C or not.

[0094] Specifically, the employee declares whether they can assist customer C by pressing either the "Available to Respond" button 362 or the "Not Available to Respond" button 363 displayed on the monitor 341 of the employee terminal 30. Pressing the "Available to Respond" button 362 declares that the employee is available to respond to the customer's call. At this time, as shown in screen 36 of Figure 11, the monitor 341 displays an "Available to Respond" label 361 indicating that the employee has declared they are available to respond to the customer's call.

[0095] On the other hand, pressing the "Call Unavailable" button 363 declares that the staff cannot respond to a customer's call. At this time, as shown in the screen 37 of Figure 11, the monitor 341 displays a "Support Unavailable" label 371 indicating that the staff has declared they cannot respond to a customer's call.

[0096] Employee S declares whether they are available to respond to customer C's call by pressing either the call-response button 362 or the call-response-not-response button 363 at any time. Whether or not employee S is available to respond to customer C's call is output to the server device 50.

[0097] When the employee terminal 30 declares that it is available to respond to customer C's call and receives instructions from the server device 50 to respond to customer C, the monitor 341 of the employee terminal 30 displays a support request label 381 indicating that there is a call from customer C, as shown in screen 38 of Figure 11. At this time, the employee terminal 30 may also signal that there is a support request from customer C by emitting a sound from a buzzer or speaker (not shown) or by vibrating a vibrator (not shown).

[0098] At this time, screen 38 displays an "Accept Support" button 382, ​​which indicates that the support request from customer C will be handled, and an "Unavailable Support" button 383, which indicates that the support request from customer C will not be handled. The reason for displaying the "Accept Support" button 382 and the "Unavailable Support" button 383 in this way is that even if the support provider declares that they are available to respond to the customer's call, it is uncertain whether they will actually be able to respond to the call when the customer requests support.

[0099] When employee S presses the support acceptance button 382, ​​a message to that effect is output to the server device 50. The server device 50 determines that employee S has agreed to go and assist customer C, and outputs information to customer C's cart terminal 10 indicating that employee S will go to assist. On the other hand, when employee S presses the support unavailable button 383, the server device 50 instructs the next candidate employee S to respond to the support request.

[0100] When the support acceptance button 382 is pressed on screen 38, the monitor 341 displays a customer support instruction label 391, a travel route 392, and a support completion button 393, as shown on screen 39 in Figure 11. The customer support instruction label 391 is a label indicating that support for customer C has been instructed. The travel route 392 represents the travel route from the employee S's current location to customer C. Employee S proceeds towards customer C while checking the travel route 392.

[0101] The cart terminal 10 used by customer C, who requested assistance, illuminates a warning light 145 (see Figure 2). Therefore, store employee S, upon approaching customer C, can immediately recognize customer C's location.

[0102] The "Service Complete" button 393 is pressed by employee S when they have finished assisting customer C. When the "Service Complete" button 393 is pressed, the employee terminal 30 outputs to the server device 50 that assistance for customer C has been completed. At this time, the display on monitor 341 switches to screen 36.

[0103] (Functional configuration of the shopping support system) The functional configuration of the shopping support system 1 will be explained using Figure 12. Figure 12 is a functional block diagram showing an example of the functional configuration of the shopping support system.

[0104] First, the functional configuration of the cart terminal 10 will be explained. The control unit 11 of the cart terminal 10 deploys the control program 121 to the RAM 113 and operates it, thereby realizing the following functional units as shown in Figure 12: the self-positioning unit 21, the support request unit 22, the self-position transmission unit 23, the call cancellation unit 24, the support acceptance acquisition unit 25, the product code reading unit 26, the product registration unit 27, the product registration information output unit 28, and the transaction code acquisition unit 29. Note that some or all of these functional units may be realized by dedicated hardware.

[0105] The self-positioning unit 21 determines its own position within the store using the positioning sensor 144 (see Figure 3). The self-positioning unit 21 also outputs its determined position to the server device 50. The self-positioning unit 21 is an example of the first position identification unit in this disclosure.

[0106] The support request unit 22, upon receiving instructions from the customer, requests assistance from the store staff. Specifically, when the support request unit 22 detects that the store staff call button 162 (see Figure 10) has been pressed, it requests assistance from the server device 50 to the store staff S.

[0107] The self-position transmission unit 23 transmits its presence to the surroundings when the support request unit 22 requests support from a store employee. Specifically, the self-position transmission unit 23 informs the surroundings of its position by illuminating or flashing the warning light 145 with a predetermined light color and predetermined light pattern.

[0108] The call cancellation unit 24, upon receiving instructions from the customer, outputs information to the server device 50 indicating that the request for assistance from employee S has been cancelled. Specifically, the call cancellation unit 24 cancels the request for assistance from employee S when it detects that the call cancellation button 172 (see Figure 10) has been pressed.

[0109] The support acceptance acquisition unit 25 acquires information from the server device 50 indicating that employee S has accepted the support request. The support acceptance acquisition unit 25 also displays information indicating that employee S has accepted the support request on the monitor 141. Specifically, the support acceptance acquisition unit 25 displays support acceptance information 171 (see Figure 10) on the monitor 141 indicating that employee S is heading to provide support.

[0110] The product code reading unit 26 reads the product code of the product registered in the code symbol held over the scanner 143.

[0111] The product registration unit 27 registers the product code read by the product code reading unit 26 into the product registration file 123. The product registration unit 27 also determines that product registration is complete when the registration completion button 163 (see Figure 10) is pressed.

[0112] When product registration is complete, the product registration information output unit 28 outputs the product registration file 123 to the server device 50, associating it with identification information that uniquely identifies the cart terminal 10.

[0113] The transaction code acquisition unit 29 acquires a transaction code from the server device 50 that uniquely identifies the product registration file 123.

[0114] Next, the functional configuration of the employee terminal 30 will be described. The control unit 31 of the employee terminal 30 deploys the control program 321 to the RAM 313 and operates it, thereby realizing the following functions as shown in Figure 12: the self-positioning unit 41, the availability notification unit 42, the call cancellation acquisition unit 43, the support instruction acquisition unit 44, and the support acceptance notification unit 45. Some or all of these functions may be realized by dedicated hardware.

[0115] The self-positioning unit 41 determines its own position within the store using the positioning sensor 343 (see Figure 4). The self-positioning unit 41 also outputs its determined position to the server device 50. The self-positioning unit 41 is an example of the second position identification unit in this disclosure.

[0116] The response availability notification unit 42 determines whether it is in a state where it can respond to the support request from customer C, or whether it is in a state where it cannot respond to the support request. Specifically, the response availability notification unit 42 determines that it is in a state where it can respond to the support request from customer C if the support available label 361 (see Figure 11) is displayed on its monitor 341. On the other hand, the response availability notification unit 42 determines that it is in a state where it cannot respond to the support request from customer C if the support unavailable label 371 (see Figure 11) is displayed on its monitor 341. The response availability notification unit 42 also outputs information to the server device 50 indicating whether it can respond to the support request from customer C or not. Specifically, the response availability notification unit 42 outputs to the server device 50 the content of the support available label 361 (see Figure 11) or the support unavailable label 371 (see Figure 11) at that time.

[0117] The call cancellation acquisition unit 43 acquires information from the server device 50 indicating that the support request from customer C has been canceled.

[0118] The support instruction acquisition unit 44 acquires support instructions from the server device 50 for customer C, who is using the cart terminal 10 that requested support.

[0119] The support acceptance notification unit 45 outputs information to the server device 50 indicating that it accepts the instruction acquired by the support instruction acquisition unit 44. Specifically, when the support response acceptance button 382 (see Figure 11) displayed on the monitor 341 is pressed, the support acceptance notification unit 45 outputs information to the server device 50 indicating that it accepts the instruction acquired by the support instruction acquisition unit 44. On the other hand, when the support response unavailable button 383 (see Figure 11) displayed on the monitor 341 is pressed, the support acceptance notification unit 45 does not output information to the server device 50 indicating that it accepts the instruction acquired by the support instruction acquisition unit 44.

[0120] Next, the functional configuration of the server device 50 will be described. The control unit 51 of the server device 50 deploys the control program 521 to the RAM 513 and operates it, thereby realizing the following functional units as shown in Figure 12: the location information acquisition unit 61, the availability acquisition unit 62, the support request acquisition unit 63, the call cancellation acquisition unit 64, the call cancellation notification unit 65, the distance calculation unit 66, the employee terminal selection unit 67, the support instruction unit 68, the support acceptance confirmation acquisition unit 69, the support acceptance notification unit 70, the product registration information acquisition unit 71, and the transaction code issuance unit 72. Some or all of these functional units may be realized by dedicated hardware.

[0121] The location information acquisition unit 61 acquires the current locations of the cart terminal 10 and the store clerk terminal 30, respectively.

[0122] The response availability acquisition unit 62 acquires information from the employee terminal 30 indicating whether employee S is able to respond to the customer C's request for assistance or not.

[0123] The support request acquisition unit 63 acquires support requests from the cart terminal 10.

[0124] The call cancellation acquisition unit 64 acquires information from the cart terminal 10 indicating that the request for assistance from store employee S has been cancelled.

[0125] The call cancellation notification unit 65 notifies the employee terminal 30 that the request for assistance from employee S has been cancelled.

[0126] The distance calculation unit 66 calculates the length of the path along the aisle between the cart terminal 10 and the employee terminal 30, based on the location of the cart terminal 10, the location of the employee terminal 30, and store map data 522 that stores information about the structure of the aisles in the store and the length of those aisles. The distance calculation unit 66 also calculates the length of the shortest path from employee S to customer C based on the sum of the cumulative values ​​of the link lengths P of all links L that constitute the path from employee terminal 30 to cart terminal 10 and the weights w attached to those links L.

[0127] The employee terminal selection unit 67 selects an employee S carrying an employee terminal 30 capable of responding to a support request from the cart terminal 10, based on the distance length calculated by the distance calculation unit 66. More specifically, the employee terminal selection unit 67 selects an employee terminal 30 that is located within a predetermined distance from the cart terminal 10 that requested support, and that has declared it capable of responding to a support request from customer C. Note that the employee terminal selection unit 67 is an example of a selection unit in this disclosure.

[0128] The support instruction unit 68 instructs the employee terminal 30, carried by the employee S selected by the employee terminal selection unit 67, to provide support to customer C who is using the cart terminal 10.

[0129] The support acceptance confirmation unit 69 acquires information from the store clerk terminal 30, which was instructed by the support instruction unit 68 to provide support to customer C, indicating that the instruction is accepted.

[0130] The support acceptance notification unit 70 outputs information to the cart terminal 10 indicating that the store clerk S has accepted the support request.

[0131] The product registration information acquisition unit 71 acquires the product registration file 123 and identification information that uniquely identifies the cart terminal 10 from the cart terminal 10.

[0132] The transaction code generation unit 72 generates a transaction code that uniquely identifies the product registration file 123 obtained from the shopping cart terminal 10. The transaction code generation unit 72 also outputs the generated transaction code to the shopping cart terminal 10.

[0133] (Process flow performed by the shopping cart terminal) Figure 13 illustrates the processing flow performed by the cart terminal 10 when customer C issues a request for assistance. Figure 13 is a flowchart showing an example of the processing flow performed by the cart terminal when a customer issues a request for assistance.

[0134] The self-positioning unit 21 determines the current location of the cart terminal 10 (step S11).

[0135] The self-positioning unit 21 outputs the current location of the cart terminal 10 to the server device 50 (step S12).

[0136] The support request unit 22 determines whether customer C has requested support (step S13). If it is determined that customer C has requested support (step S13: Yes), the process proceeds to step S14. On the other hand, if it is not determined that customer C has requested support (step S13: No), the process proceeds to step S21. The support request unit 22 determines that customer C has requested support when it detects that the staff call button 162 (see Figure 10) has been pressed.

[0137] In step S13, if it is determined that customer C has requested assistance, the self-position transmission unit 23 illuminates the warning light 145 with a predetermined light color (step S14). The self-position transmission unit 23 may also make the warning light 145 flash in a predetermined light pattern.

[0138] The support request unit 22 requests support for employee S from the server device 50 (step S15).

[0139] The support acceptance acquisition unit 25 determines whether it has acquired information from the server device 50 indicating that employee S has accepted the support request (step S16). If it is determined that it has acquired information indicating that employee S has accepted the support request (step S16: Yes), the process proceeds to step S17. On the other hand, if it is not determined that it has acquired information indicating that employee S has accepted the support request (step S16: No), the determination in step S16 is repeated.

[0140] In step S16, if it is determined that information has been obtained indicating that employee S has accepted the request for assistance, the assistance acceptance acquisition unit 25 displays assistance acceptance information 171 (see Figure 10) on the monitor 141 indicating that employee S is going to provide assistance (step S17).

[0141] The call cancellation unit 24 determines whether an instruction to cancel the support request has been given (step S18). If it is determined that an instruction to cancel the support request has been given (step S18: Yes), the process proceeds to step S19. On the other hand, if it is not determined that an instruction to cancel the support request has been given within a predetermined time (step S18: No), the cart terminal 10 terminates processing.

[0142] In step S18, if it is determined that an instruction to cancel the support request has been given, the call cancellation unit 24 outputs information to the server device 50 indicating that the support request to employee S has been canceled (step S19).

[0143] The call cancellation unit 24 turns off the warning light 145 that was illuminated in step S14 (step S20). After that, the cart terminal 10 terminates the process.

[0144] Returning to step S13, if it is determined that there is no request for assistance from customer C, the product code reading unit 26 determines whether the product code of the product registered in the code symbol held over the scanner 143 has been read (step S21). If it is determined that the product code has been read (step S21: Yes), the process proceeds to step S22. On the other hand, if it is determined that the product code has not been read, the process returns to step S11.

[0145] In step S21, if it is determined that a product code has been read, the product registration unit 27 registers the product code read by the product code reading unit 26 in the product registration file 123 (step S22).

[0146] The product registration unit 27 determines whether product registration is complete (step S23). If it is determined that product registration is complete (step S23: Yes), the process proceeds to step S24. On the other hand, if it is determined that product registration is not complete (step S23: No), the process returns to step S11. The product registration unit 27 determines that product registration is complete when the registration completion button 163 (see Figure 10) is pressed.

[0147] In step S23, if it is determined that product registration is complete, the product registration information output unit 28 outputs the product registration file 123 to the server device 50, associating it with identification information that uniquely identifies the cart terminal 10 (step S24).

[0148] The transaction code acquisition unit 29 determines whether it has acquired a transaction code from the server device 50 (step S25). If it is determined that a transaction code has been acquired (step S25: Yes), the cart terminal 10 terminates processing. On the other hand, if it is not determined that a transaction code has been acquired (step S25: No), the determination in step S25 is repeated.

[0149] Although not shown in the flowchart in Figure 13, after completing product registration, customer C moves to the location of the payment device 80. Customer C then displays the transaction code obtained in step S25 on the monitor 141 of the cart terminal 10 and has the payment device 80's scanner (not shown) read the transaction code. The payment device 80 obtains the transaction details corresponding to the read transaction code, i.e., the product registration file 123, from the server device 50 and settles the payment for the goods using the method specified by customer C (for example, cash payment, credit card payment, electronic money payment, code payment, etc.).

[0150] (Processing flow performed by the server device) Figure 14 illustrates the processing flow performed by the server device 50 when customer C issues a request for assistance. Figure 14 is a flowchart showing an example of the processing flow performed by the server device when a customer issues a request for assistance.

[0151] The location information acquisition unit 61 acquires the current location of the cart terminal 10 (step S31).

[0152] The location information acquisition unit 61 acquires the current location of the store employee terminal 30 (step S32).

[0153] The response availability unit 62 obtains information from all employee terminals 30 indicating whether they can respond to the support request from customer C or whether they cannot respond to the support request from customer C (step S33).

[0154] The support request acquisition unit 63 determines whether it has acquired a support request from the cart terminal 10 (step S34). If it is determined that a support request has been acquired (step S34: Yes), the process proceeds to step S35. On the other hand, if it is not determined that a support request has been acquired (step S34: No), the process proceeds to step S42.

[0155] In step S34, if it is determined that a request for assistance has been received, the distance calculation unit 66 calculates the distance from the employee terminal 30 carried by all employees S who are capable of responding to the request for assistance from customer C to customer C (cart terminal 10) who made the request for assistance (step S35).

[0156] The employee terminal selection unit 67 selects an employee S who is carrying an employee terminal 30 capable of responding to an assistance request from the cart terminal 10, based on the length of the route calculated by the route calculation unit 66 (step S36).

[0157] The support instruction unit 68 instructs the employee terminal 30, carried by the employee S selected by the employee terminal selection unit 67, to provide support to customer C who is using the cart terminal 10 (step S37).

[0158] The support acceptance confirmation unit 69 determines whether it has obtained information indicating acceptance of the support instruction from the store clerk terminal 30 that issued the support instruction instruction to customer C (step S38). If it is determined that information indicating acceptance of the support instruction has been obtained (step S38: Yes), the process proceeds to step S39. On the other hand, if it is not determined that information indicating acceptance of the support instruction has been obtained (step S38: No), the determination in step S38 is repeated.

[0159] In step S38, if it is determined that information indicating acceptance of the support instruction has been obtained, the support acceptance notification unit 70 outputs information to the cart terminal 10 that requested the support indicating that the store clerk S has accepted the support request (step S39).

[0160] The call cancellation acquisition unit 64 determines whether it has acquired information from the cart terminal 10 indicating that the support request has been canceled (step S40). If it is determined that information indicating the support request has been canceled has been acquired (step S40: Yes), the process proceeds to step S41. On the other hand, if it is not determined that information indicating the support request has been canceled has been acquired (step S40: No), the determination in step S40 is repeated.

[0161] In step S40, if it is determined that information indicating the cancellation of the support request has been obtained, the call cancellation notification unit 65 notifies the store clerk terminal 30 that the support request has been canceled (step S41). The process then returns to step S31.

[0162] Returning to step S34, if it is determined that no support request has been received from the cart terminal 10, the product registration information acquisition unit 71 determines whether the product registration file 123 has been obtained from the cart terminal 10 (step S42). If it is determined that the product registration file 123 has been obtained from the cart terminal 10 (step S42: Yes), the process proceeds to step S43. On the other hand, if it is determined that the product registration file 123 has not been obtained from the cart terminal 10 (step S42: No), the process returns to step S31.

[0163] In step S42, if it is determined that the product registration file 123 has been obtained from the cart terminal 10, the transaction code issuance unit 72 issues a transaction code that uniquely identifies the product registration file 123 obtained from the cart terminal 10 (step S43).

[0164] Next, the transaction code generation unit 72 outputs the generated transaction code to the cart terminal 10 (step S44). After that, the server device 50 terminates processing.

[0165] (Processing flow performed by the store clerk's terminal) Figure 15 illustrates the processing flow performed by the employee terminal 30 when customer C issues a request for assistance. Figure 15 is a flowchart showing an example of the processing flow performed by the employee terminal when a customer issues a request for assistance.

[0166] The self-positioning unit 41 determines the current location of the store employee terminal 30 (step S51).

[0167] The self-positioning unit 41 outputs the current location of the store employee terminal 30 to the server device 50 (step S52).

[0168] The response availability notification unit 42 determines whether it is in a state where it can respond to the support request from customer C, or whether it is in a state where it cannot respond to the support request (step S53). If it is determined that it is in a state where it can respond to the support request from customer C (step S53: Yes), it proceeds to step S54. On the other hand, if it is determined that it is not in a state where it can respond to the support request from customer C (step S53: No), it proceeds to step S58.

[0169] In step S53, if it is determined that the system is ready to respond to the support request from customer C, the support instruction acquisition unit 44 determines whether a support instruction has been issued to customer C from the server device 50 (step S54). If it is determined that a support instruction has been issued to customer C (step S54: Yes), the system proceeds to step S55. On the other hand, if it is determined that a support instruction has not been issued to customer C (step S54: No), the system returns to step S51.

[0170] In step S54, if it is determined that an instruction for assistance has been given to customer C, the assistance acceptance notification unit 45 determines whether to accept the assistance request (step S55). If it is determined that the assistance request will be accepted (step S55: Yes), the process proceeds to step S56. On the other hand, if it is determined that the assistance request will not be accepted (step S55: No), the employee terminal 30 terminates processing. The assistance acceptance notification unit 45 determines that employee S, who is carrying the employee terminal 30, will accept the assistance request if the assistance acceptance button 382 (see Figure 11) displayed on the monitor 341 of the employee terminal 30 is pressed. On the other hand, if the assistance unavailable button 383 (see Figure 11) displayed on the monitor 341 of the employee terminal 30 is pressed, the employee S, who is carrying the employee terminal 30, does not determine that the assistance request will be accepted.

[0171] In step S55, if it is determined that employee S, who is carrying the employee terminal 30, accepts the support request, the support acceptance notification unit 45 notifies the server device 50 of information indicating that employee S, who is carrying the employee terminal 30, accepts the support request (step S56). Subsequently, employee S moves to customer C along the movement path 392 displayed on the monitor 341 of the employee terminal 30 and provides support to customer C.

[0172] The call cancellation acquisition unit 43 determines whether it has acquired information from the server device 50 indicating that the support request from customer C has been canceled (step S57). If it is determined that it has acquired information indicating that the support request from customer C has been canceled (step S57: Yes), the call cancellation acquisition unit 43 deletes the support request accepted in step S55, and the store clerk terminal 30 terminates processing. On the other hand, if it is not determined that it has acquired information indicating that the support request from customer C has been canceled, the determination in step S57 is repeated.

[0173] Returning to step S53, if it is determined that the system is not in a state to respond to the support request from customer C, the response availability notification unit 42 notifies the server device 50 that it is not able to respond to the support request from customer C (step S58). Then, the system returns to step S51.

[0174] (Effects of the embodiment) As described above, the shopping support system 1 of this embodiment includes a cart terminal 10 (first terminal device) that customer C carries around the store while shopping, a store clerk terminal 30 (second terminal device) carried by store clerk S, and a server device 50 that is connected to communicate with the cart terminal 10 and the store clerk terminal 30. The cart terminal 10 includes a self-positioning unit 21 (first positioning unit) that identifies its own position in the store and outputs the identified position to the server device 50, a support request unit 22 that receives instructions from customer C and requests support from store clerk S, and a self-position transmission unit 23 that transmits its presence to the surroundings when the support request unit 22 requests support. The server device 50 includes a location information acquisition unit 61 that acquires the current locations of the cart terminal 10 and the employee terminal 30, an assistance request acquisition unit 63 that acquires assistance requests from the cart terminal 10, a distance calculation unit 66 that calculates the distance along the aisle between the cart terminal 10 and the employee terminal 30 based on store map data 522 (map information) that stores the location of the cart terminal 10, the location of the employee terminal 30, and information relating to the structure of the aisles in the store and the length of the aisles, an employee terminal selection unit 67 (selection unit) that selects an employee S carrying an employee terminal 30 capable of responding to assistance requests from the cart terminal 10 based on the distance calculated by the distance calculation unit 66, and an assistance instruction unit 68 that instructs the employee terminal 30 carried by the employee S selected by the employee terminal selection unit 67 to provide assistance to the customer C using the cart terminal 10. The employee terminal 30 includes a self-positioning unit 41 (second positioning unit) that identifies its own location within the store and outputs the identified location to the server device 50, and an assistance instruction acquisition unit 44 that acquires assistance instructions from the server device 50 for customer C using the cart terminal 10 that requested assistance. Therefore, an employee S who can respond to customer C's assistance request as quickly as possible can be dispatched to assist customer C.

[0175] Furthermore, in the shopping support system 1 of this embodiment, the store map data 522 (map information) represents the structure of aisles in the store using nodes N indicating coordinate positions and links L connecting those nodes. Links L store a link length P, which is the length of the link L, and a link weight w, which is a coefficient added to the link length P when calculating the distance. The distance calculation unit 66 calculates the distance based on the sum of the combined values ​​of the link length P and the link weight w. Therefore, since a weight w can be assigned to the links, it is possible to set how quickly the system is prepared to respond to customer C's needs.

[0176] Furthermore, in the shopping support system 1 of this embodiment, the link L from the sales floor to the back room is assigned a weight w greater than 1. Therefore, it is made more difficult for a store employee S resting in the back room to respond to a request for assistance from a store employee S inside the store to assist a customer C.

[0177] Furthermore, in the shopping support system 1 of this embodiment, the store clerk terminal 30 is further equipped with a response capability notification unit 42 that outputs information to the server device 50 indicating whether it can respond to the support request from customer C or not. The support instruction unit 68 of the server device 50 does not instruct the store clerk terminal 30 to provide support to customer C if it has output information indicating that it cannot respond to the support request from customer C. Therefore, even if the store clerk S is in the vicinity of customer C who made the support request, the store clerk S will not be instructed to provide support to customer C if it is unable to respond to the support request.

[0178] Furthermore, in the shopping support system 1 of this embodiment, the support instruction unit 68 instructs the store clerk terminal 30 located within a predetermined distance from the cart terminal 10 to provide support to customer C, and to the store clerk terminal 30 that has declared it is able to respond to the support request from customer C. Therefore, if there are multiple store clerks S who are able to respond to the support request from customer C, the system can instruct multiple candidate store clerks S to provide support to customer C. This increases the number of store clerks S that can go to provide support.

[0179] Although embodiments of the present invention have been described above, these embodiments are presented as examples and are not intended to limit the scope of the invention. These novel embodiments can be implemented in various other forms, and various omissions, substitutions, and modifications can be made without departing from the spirit of the invention. These embodiments and their variations are included in the scope and spirit of the invention, as well as in the claims of the invention and its equivalents. [Explanation of symbols]

[0180] 1. Shopping support system 10. Cart terminal (first terminal device) 123 Product Registration File 141 monitors 142 Touch Panel 143 Scanners 144 positioning sensors 145 Warning light 16. Product Registration Screen 161 Product List 162 Calling a staff member button 163 Registration Complete Button 164 Registration Cancel Button 17 Clerk call screen 171 Support Acceptance Information 172 Call Cancel Button 2. In-store network 21 Self-positioning unit (first position determination unit) 22 Support Request Department 23 Self-position transmission unit 24 Call release section 25 Support Acceptance and Acquisition Department 26 Product code reading unit 27 Product Registration Department 28 Product Registration Information Output Unit 29 Transaction Code Acquisition Section 3 Access points 30. Staff terminal (second terminal device) 322 Store Map Data (Map Information) 3221 node data 3222 Link Data Screens 36, 37, 38, 39 361 Supportable Labels 362 Call-enabled buttons 363 Call unavailable button 371 Unsupportable Label 381 Assistance Request Label 382 Support Request Button 383 Unavailable Support Button 391 Customer support instruction label 392 Travel Routes 393 Completion button 4 Shopping cart 41 Self-positioning unit (second position determination unit) 42. Notification of feasibility of response 43 Call release acquisition unit 44 Support instruction acquisition department 45 Support Acceptance Notification Department 6 display shelves 50 Server Devices 522 Store Map Data (Map Information) 523 Product Registration File 61 Location information acquisition unit 62 Compatibility Acquisition Unit 63 Support request acquisition department 64 Call release acquisition unit 65 Call cancellation notification section 66 Distance Calculation Unit 67. Shop staff terminal selection section (selection section) 68 Support Instruction Department 69 Support Acceptance Confirmation and Acquisition Department 70 Support Acceptance Notification Department 71 Product Registration Information Acquisition Department 72 Transaction Code Issuance Section 80 Payment device C,Ca customer S,Sa,Sb Clerk L,L ij-pq link M Store Map N,N ij node P Link Length w weight [Prior art documents] [Patent Documents]

[0181] [Patent Document 1] Japanese Patent Publication No. 2015-26170

Claims

1. During shopping, a first terminal device is used to guide the customer around the store, A second terminal device carried by the store clerk, A shopping support system comprising a server device that is communicatively connected to the first terminal device and the second terminal device, The first terminal device is A first location identification unit identifies its own location within the store and outputs the identified location to the server device, The support request department, which receives instructions from customers and requests assistance from store staff, The aforementioned support request unit, when it requests support, is equipped with a self-position transmission unit that transmits its own presence to the surroundings, The server device is A location information acquisition unit that acquires the current location of the first terminal device and the second terminal device, A support request acquisition unit that acquires a support request from the first terminal device, A distance calculation unit calculates the length of the distance along the passage between the first terminal device and the second terminal device based on the location of the first terminal device, the location of the second terminal device, and map information that stores information relating to the structure of the passage in the store and the length of the passage. A selection unit selects a store employee who is carrying the second terminal device capable of responding to a request for assistance from the first terminal device, based on the length of the distance calculated by the distance calculation unit. The system includes a support instruction unit that instructs the second terminal device, carried by the store clerk selected by the selection unit, to provide support to a customer using the first terminal device, The second terminal device is A second location identification unit identifies its own location within the store and outputs the identified location to the server device, The server device includes a support instruction acquisition unit that acquires support instructions from the server device for a customer using the first terminal device that has requested support. Shopping assistance system.

2. The aforementioned map information represents the structure of the passageways in the store using nodes indicating coordinate locations and links connecting those nodes. The aforementioned link stores the link length, which is the length of the link, and the link weight, which is a coefficient that is added to the link length when calculating the distance. The distance calculation unit calculates the distance based on the sum of the cumulative values ​​of the link length and the weight of the link. The shopping support system according to claim 1.

3. Links from the sales floor to the back room of the aforementioned store are assigned a link weight greater than 1. The shopping support system according to claim 2.

4. The second terminal device is The server device is further equipped with a response capability notification unit that outputs information indicating whether it can respond to a customer's support request or not, The support instruction unit of the server device does not instruct the second terminal device, which has output information indicating that it cannot respond to the customer's support request, to provide support to the customer. A shopping support system according to any one of claims 1 to 3.

5. The support instruction unit instructs the second terminal device, which is located within a predetermined distance from the first terminal device and has declared that it is capable of responding to customer support requests, to provide support to the customer. The shopping support system according to claim 4.

6. During shopping, the computer that controls the first terminal device that the customer moves around inside the store with, A first location identification unit identifies its own location within the store and outputs the identified location to a server device, The support request department, which receives instructions from customers and requests assistance from store staff, When the aforementioned support request unit requests support, a self-position transmission unit communicates its presence to the surroundings, Make it work, The computer that controls the second terminal device carried by the store clerk, A second location identification unit identifies its own location within the store and outputs the identified location to a server device, A support instruction acquisition unit that acquires support instructions from the server device for a customer using the first terminal device that requested support, Make it work, A computer that controls a server device that is communicatively connected to the first terminal device and the second terminal device, A location information acquisition unit that acquires the current location of the first terminal device and the second terminal device, A support request acquisition unit that acquires a support request from the first terminal device, A distance calculation unit calculates the length of the distance along the passage between the first terminal device and the second terminal device based on the location of the first terminal device, the location of the second terminal device, and map information that stores information relating to the structure of the passage in the store and the length of the passage. A selection unit selects a store employee who is carrying the second terminal device capable of responding to a request for assistance from the first terminal device, based on the length of the distance calculated by the distance calculation unit. The selection unit provides a support instruction unit that instructs the second terminal device, carried by the store clerk selected by the selection unit, to provide support to a customer using the first terminal device, A program that makes something work.

Images