Shop service system

Abstract

Provided is a system that makes it possible to grant privileges to customers for the convenience of a shop that wishes to reduce conversations through which droplets will be dispersed. A mobile terminal (3) that is carried by a customer functions as: a speech-sample registration unit (321) that registers a speech sample of the customer by executing a privilege app that is installed when the customer visits a shop; a speech-data collection unit (322) that extracts and collects speech data of conversations by the customer by collating speech included in sound collected via a microphone with the speech sample; and a conversation-record-information generation unit (323) that generates conversation record information indicating the status of conversations by the customer by analyzing the speech data. A payment terminal (6) at the shop includes a privilege determination unit (62) that determines that a privilege is to be granted to the customer, as well as the content of the privilege, on the basis of the conversation record information displayed on a screen of the mobile terminal (3).

Description

Store Service System

[0001] The present invention relates to a store service system, and more particularly to the provision of a service that has the effect of suppressing loud conversations.

[0002] For infectious diseases that are transmitted through droplets, preventing the scattering of droplets is an effective infection prevention measure.

[0003] In restaurants and other establishments, close friends often have lively conversations, and when the conversation gets heated, they tend to talk loudly. This can result in the spread of droplets. Even if a store clerk notices such loud conversations, it is difficult for them to reprimand them due to their position.

[0004] Therefore, if possible, we expect customers to be careful and refrain from talking loudly as much as possible.

[0005] JP 2011-076315 A JP 2015-213278 A JP 2007-225793 A

[0006] However, up until now, there has been no system that provides rewards commensurate with customers' actions, even if they cooperate with the store by voluntarily refraining from conversations that could spread droplets. Furthermore, if stores inform customers that they have implemented a system that provides rewards for refraining from loud conversations, this could also lead to a reduction in loud conversations.

[0007] The present invention aims to provide a system that can grant benefits to customers according to the convenience of a store that wants to suppress conversations that could spread droplets.

[0008] The store service system of the present invention is characterized by having a generation means for generating conversation history information indicating the conversation history of a store user while using the store, a determination means for determining a benefit to be provided to the user based on the conversation status of the user that can be identified from the conversation history information, and an awarding means for awarding the benefit determined by the determination means to the user.

[0009] The decision means may decide to grant a benefit to the user when the conversation situation of the user satisfies a predetermined conversation constraint condition.

[0010] The conversation record information is at least one of the volume and duration of conversations that the user has had.

[0011] The system also includes an information processing device owned by the store and a mobile terminal carried by the user when using the store, the information processing device having a download means for downloading the application to the mobile terminal, the mobile terminal collecting audio of the user's conversation by executing the application obtained from the information processing device, and the generation means generating the conversation history information by analyzing the user's voice data contained in the collected conversation.

[0012] The application causes the mobile terminal to function as the generating means, the determining means, and the means for displaying the content of the benefit determined by the determining means.

[0013] The application is also characterized in that it causes the mobile terminal to function as the generating means, the determining means, and the means for transmitting the content of the benefit determined by the determining means to the information processing device.

[0014] According to the present invention, it is possible to provide a system that can grant benefits to customers according to the convenience of the store, which wants to suppress conversations that could spread droplets.

[0015] It is a schematic configuration diagram of a store to which an embodiment of the store service system according to the present invention is applied. It is a block configuration diagram of the store service system in embodiment 1. It is a flowchart showing processing executed by a mobile terminal in embodiment 1. It is a block configuration diagram of the store service system in embodiment 2.

[0016] Hereinafter, preferred embodiments of the present invention will be described with reference to the drawings.

[0017] Embodiment 1. FIG. 1 is a schematic diagram of a store to which an embodiment of the ventilation system according to the present invention is applied. In this embodiment, a restaurant is used as an example of the store, and FIG. 1 shows a partially omitted floor plan of the restaurant's dining area 1. The restaurant provides dining and drinking services to customers in the dining area 1. Tables 2 where customers, or patrons, sit are neatly arranged in the dining area 1. Furthermore, an access point (AP) 4 is installed in the dining area 1, which is wirelessly connected to the store's communication equipment and mobile devices 3 carried by customers. For security reasons, multiple access points 4 may be installed to connect the store's communication equipment and the mobile devices 3 carried by customers to separate wireless networks.

[0018] An accounting terminal 6 is placed near the entrance 5 of the hall 1. Furthermore, a store management device 8 is installed in a predetermined location within the store, typically in a room such as a staff room where customers are prohibited from entering.

[0019] The mobile terminal 3 is a portable communication device carried by a customer. In this embodiment, a smartphone is assumed, but it does not have to be limited to a smartphone as long as it is capable of installing and executing the application described below. The mobile terminal 3 can be realized with a conventional general-purpose hardware configuration. That is, the mobile terminal 3 has a CPU, ROM, RAM, storage as a storage means, a network interface as a communication means, and a liquid crystal panel as a user interface. Furthermore, the mobile terminal 3 has built-in microphones as sound collection means, cameras as image capture means, speakers as sound output means, etc.

[0020] In this embodiment, the accounting terminal 6 is one of the communication devices owned by the store and is a form of information processing device that has functions such as a cash register that calculates bills for customers. The accounting terminal 6 can be realized with a conventional, general-purpose hardware configuration. That is, the accounting terminal 6 has a CPU, ROM, RAM, storage as storage means, a network interface as communication means, and a touch panel as a user interface.

[0021] The store management device 8 in this embodiment is an information processing device equipped with functions such as sales management and staff schedule management for a restaurant. The store management device 8 can be realized using a general-purpose hardware configuration that has long existed, such as a personal computer (PC). That is, the store management device is configured by connecting a CPU, ROM, RAM, a hard disk drive (HDD) as storage means, a network interface as communication means, and a user interface including input means such as a mouse and keyboard, and display means such as a display, to an internal bus.

[0022] Figure 2 is a block diagram of the store service system according to this embodiment. The store service system includes a mobile terminal 3 and an accounting terminal 6. Note that each of the mobile terminals 3 used by multiple customers has the functions described below, so Figure 2 shows only one mobile terminal 3.

[0023] The mobile terminal 3 has an installation unit 31, an application execution unit 32, a voice data storage unit 33, and a temporary storage unit 34. Note that components not used in the description of this embodiment are omitted from the drawing.

[0024] The installation unit 31 installs applications provided by the store. The application execution unit 32 executes the applications installed by the installation unit 31. The application execution unit 32 has a voice sample registration unit 321, a voice data collection unit 322, a conversation performance information generation unit 323, and a display control unit 324. These components 321 to 324 correspond to functions that are realized when the applications are executed.

[0025] The voice sample registration unit 321 acquires voice sample data (hereinafter referred to as "voice samples") of store users (corresponding to the above-mentioned "customers") who carry the mobile terminal 3. The voice data collection unit 322 records conversations that customers have while they are in the store and saves the voice of the customer carrying the mobile terminal 3 included in the recorded conversation as voice data in the voice data storage unit 33. Since voice data can be collected while the application is running, "when the customer is in the store" strictly refers to the period from when the customer launches the application described below in the store, selects a predetermined conversation start button displayed on the screen, to when they select a conversation end button. Furthermore, since the microphone may collect sound not only from the customer using the mobile terminal 3 but also from the conversations of other customers and ambient noise, the voice data collection unit 322 compares the voice extracted from the collected sound with the voice sample to extract the voice of the customer using the mobile terminal 3 as voice data. The conversation history information generation unit 323 generates conversation history information indicating the conversation history of the customer by analyzing the voice data collected by the voice data collection unit 322. The display control unit 324 controls the display of the conversation performance information on the liquid crystal panel.

[0026] The components 31 and 32 of the mobile terminal 3 are realized by the cooperative operation of a computer installed in the mobile terminal 3 and a program running on a CPU installed in the computer. The memories 33 and 34 are realized by storage installed in the mobile terminal 3. Alternatively, RAM or external storage means may be used via a network.

[0027] The accounting terminal 6 has a download unit 61, a benefit determination unit 62, and an accounting processing unit 63. Components not used in the description of this embodiment are omitted from the drawing.

[0028] In this embodiment, the download unit 61 downloads an application (hereinafter referred to as the "reward app") for granting a reward to a customer to the mobile device 3. The reward determination unit 62 determines a reward to be provided to a customer based on the conversation status of the customer, which can be identified from the conversation history information displayed on the mobile device 3. In this embodiment, when a store clerk inputs a reward to be provided to the customer on a specific screen displayed on the accounting terminal 6 by referring to the conversation history information displayed on the mobile device 3, the reward determination unit 62 determines a reward to be provided to the customer based on the clerk's input. The accounting processing unit 63 performs accounting processing, such as calculating the amount billed to the customer, and the amount billed reflects the reward determined by the reward determination unit 62. In other words, in this embodiment, the accounting processing unit 63 functions as a reward granting unit.

[0029] Each of the components 61 to 63 in the accounting terminal 6 is realized by the cooperative operation of a computer installed in the accounting terminal 6 and a program running on a CPU installed in the computer.

[0030] Furthermore, the application program used in this embodiment can be provided not only via communication means, but also by being stored in a computer-readable recording medium such as a USB memory. The program provided from the communication means or recording medium is installed in a computer, and various processes are realized by the computer's CPU sequentially executing the program.

[0031] Next, the operation of this embodiment will be described.

[0032] In this embodiment, whether to grant a reward is determined based on the conversation status of the customer, and if a reward is granted, it is reflected in the billing amount. In order to grant a reward, a reward app must be installed in advance on the mobile device 3 carried by the customer. Some of the characteristic processing of this embodiment is executed on the mobile device 3 on which the reward app is installed. Below, the processing executed on the mobile device 3 until a customer receives a reward in this embodiment will be explained using the flowchart shown in FIG. 3. Note that although a conversation takes place between a group of customers including multiple customers, for convenience of explanation, the following explanation will first focus on one customer.

[0033] When a customer visits the store and enters hall 1 through entrance 5, the store clerk explains to the customer that, depending on the conversation situation, they will receive special benefits if they use the store. Furthermore, the clerk explains that, in order to activate the special benefits, the customer needs to install an application provided by the store on their mobile terminal 3, and asks them to install the special benefit app.

[0034] The customer accepts the installation of the designated bonus app because it will give them a bonus. For example, when a URL is displayed on the screen by reading a specific QR code (registered trademark) attached near the entrance / exit 5, the customer selects the displayed URL. In response to the URL selection operation, the download unit 61 is activated and downloads the bonus app to the mobile terminal 3. In this way, the bonus app is installed on the mobile terminal 3 (step 110).

[0035] If the customer does not have a mobile device 3 with them, the customer may be provided with a mobile device 3 with the special offer app installed. The method for installing the special offer app on the mobile device 3 is not limited to the above. For example, the special offer app may be downloaded and installed via a beacon installed in the hall 1 after the customer takes their seat at the table 2.

[0036] When the customer is seated at table seat 2 as directed by the waiter, the customer launches the bonus app in accordance with the waiter's instructions. When the bonus app is launched, if a voice sample has not yet been registered, the voice sample registration unit 321 operates. The voice sample registration unit 321 displays guidance on the screen for registering a voice sample. The customer inputs voice in accordance with the displayed guidance. When the customer inputs voice, the voice sample registration unit 321 temporarily stores the voice as a voice sample in the temporary storage unit 34.

[0037] When the voice sample is registered, the bonus app displays a predetermined conversation start button on the screen. When the user selects the conversation start button, the voice data collection unit 322 starts operating. When the user selects the conversation start button, a conversation end button is displayed on the screen.

[0038] When the voice data collection unit 322 starts operation, it collects the voice of customers using the built-in microphone of the mobile terminal 3. Then, the voice data collection unit 322 analyzes the collected sound to extract voice, and compares the extracted voice with a voice sample to extract the voice of the customer using the mobile terminal 3 as voice data. Then, the voice data collection unit 322 stores the extracted voice of the customer as voice data in the voice data storage unit 33 (step 130).

[0039] As described above, it is preferable for the customer to place the mobile terminal 3 on the table in order to make it easier to pick up the voice of the owner of the mobile terminal 3. While the customer is enjoying a conversation, the voice data collection unit 322 continues to record the customer's voice data in the voice data storage unit 33.

[0040] Thereafter, when the customer has finished using the store, he or she selects the conversation end button. In response to the selection of this conversation end button, the voice data collection unit 322 ends its operation, and the conversation performance information generation unit 323 starts its operation.

[0041] In this embodiment, the start and end of collection of conversation sounds is controlled in response to the customer's button selection operation, but this method is not limited to this. For example, the voice data collection unit 322 may be remotely operated to start operation when a waiter guides the customer to the table seat 2 and has them sit down. Also, some stores may have a checkout button on the table to notify the store that the customer has finished using the store. In this case, the voice data collection unit 322 may be stopped in conjunction with the operation of the checkout button.

[0042] When the conversation performance information generation unit 323 starts operation, it analyzes the voice data stored in the voice data storage unit 33 to generate conversation performance information indicating the status of the conversation between customers at table seats 2 (step 140).

[0043] In this embodiment, the conversation time and conversation volume are calculated as the conversation record information, although it is of course possible to calculate at least one of them.

[0044] "Conversation time" is an index value that indicates the length of time a customer talks. For example, the length of time the customer was seated may be used as the conversation time length, or the ratio of the customer's speaking time to the seated time may be calculated as the conversation time. The smaller the conversation time value, the shorter the customer's speaking time, which means there is less opportunity to spread droplets.

[0045] "Conversation volume" is an index value that indicates the volume of the speech of the customer. For example, the average volume may be calculated, or the maximum volume may be used. Alternatively, the time transition of the conversation volume may be used. For example, when the conversation volume is the average volume or the maximum volume, the lower the conversation volume, the quieter the customer's voice is likely to be and the less loud they are likely to be scattering droplets.

[0046] The above-described method of calculating the conversation duration and conversation volume is merely an example and is not limited to this. Furthermore, the conversation duration and conversation volume are indicators of the degree of droplet dispersion, and are considered to be indicators of the customer's cooperative attitude toward the store regarding droplet dispersion. Of course, indicators other than these may also be used as conversation record information.

[0047] When the conversation performance information generating unit 323 generates the conversation performance information in the above manner, the display control unit 324 displays the conversation performance information, i.e., the conversation time and conversation volume that are the calculation results, on the screen (step 150).

[0048] When the customer has finished using the store and moves toward the entrance 5 to pay, he or she shows the liquid crystal panel of the mobile terminal 3 to the store clerk. The store clerk can know the status of the customer's conversation from the conversation record information.

[0049] As described above, a store awards a special benefit to a customer depending on the conversation situation. Specifically, for example, when a customer has the LCD panel of the mobile terminal 3 scanned by a scanner connected to the checkout terminal 6, the special benefit determination unit 62 converts the conversation history information contained in the scanned image and acquires it as numerical data. The special benefit determination unit 62 then determines whether the conversation situation of the customer satisfies predetermined conversation constraint conditions, and if so, determines to award a special benefit to the customer.

[0050] To explain this by focusing on the conversation volume as part of the conversation record information, if a predetermined conversation constraint condition that the conversation volume be equal to or less than a predetermined threshold is set, the benefit determination unit 62 determines to grant a benefit to the customer if the customer's conversation situation, i.e., the conversation volume obtained from the mobile terminal 3, is equal to or less than the threshold. On the other hand, if the conversation volume obtained from the mobile terminal 3 exceeds the threshold, the benefit determination unit 62 determines that the customer was speaking in a loud voice that was causing droplets to scatter, and determines not to grant a benefit to the customer.

[0051] When the conversation performance information generation unit 323 is determining the time transition of the volume of the customer's voice as the conversation volume, it may set the number of times a threshold is exceeded as a conversation constraint condition, and decide to grant a bonus if the number of times the volume of the customer's voice exceeds the threshold is equal to or less than the number of times set as the threshold, and decide not to grant a bonus if the threshold is exceeded.

[0052] In this embodiment, the conversation volume and the conversation duration are used as the conversation performance information, but the conversation constraint conditions may be set by setting a threshold for each index value, or by setting a calculation formula that combines both. When thresholds are set for both the conversation volume and the conversation duration, the benefit determination unit 62 may determine to grant a benefit when, for example, at least one of the values ​​is equal to or less than the threshold, or when neither of the values ​​exceeds the threshold.

[0053] Here, we will explain the benefits given to customers. Benefits include, for example, discount services. That is, the billed amount is discounted by deducting a predetermined discount amount from the billed amount determined based on the customer's usage, or by multiplying the billed amount by a discount rate.

[0054] In the above explanation, the decision as to whether or not to grant a bonus is made by comparing the conversation history information with a single threshold value, but multiple threshold values ​​may be set and the discount amount and discount rate may be set in stages.

[0055] Once the transaction is complete, the customer deletes the bonus app by performing a specific operation. The voice sample and voice data are also deleted. The voice sample may be retained to avoid the need to register a voice sample when the customer returns. However, since a customer's voice may differ if they have a cold, it is preferable to register a voice sample each time the customer visits the store to ensure accurate recognition of the customer's voice.

[0056] Incidentally, in the above description, for the sake of convenience, the focus has been placed on one customer, but as described above, a conversation takes place among a group of customers including multiple customers. If the awarding of a benefit is to be determined based on the voice of one customer in the group, the processing described above can be performed. However, since a conversation takes place among multiple customers, for example, conversation history information may be generated for each customer in the group as described above, and the conversation history information generated for each customer may be averaged to generate conversation history information for the group of customers. In this way, the awarding of a benefit may be determined for the group of customers rather than for each customer.

[0057] Alternatively, a group of customers may use only one portable terminal 3, and voice samples of all the customers in the group may be registered in that portable terminal 3.

[0058] According to this embodiment, a special benefit is given to a customer according to the conversation situation of the customer, specifically, the duration and volume of the conversation, as described above. This encourages customers hoping to receive a special benefit to talk modestly, thereby making it possible to reduce droplets from spreading.

[0059] In this embodiment, the provision of a benefit and the discount amount or discount rate that constitutes the benefit are automatically determined in accordance with the conversation constraints. However, this is not a limitation. For example, a store clerk may view the conversation record information displayed on the mobile terminal 3 and input the provision of a benefit and the level of the benefit (such as the discount amount) from the accounting terminal 6. In this case, the benefit determination unit 62 accepts and determines the benefit as input by the store clerk as is.

[0060] Furthermore, although a discount has been used as an example of a benefit, it would also be possible to issue a coupon that can be used on the spot (at the time of the current transaction) or the next time or when visiting the store within the expiration date.

[0061] In addition, in this embodiment, benefits are awarded according to the store's cooperative attitude, but conversely, conversation record information may be used as an index for imposing penalties on customers who have rude conversations.

[0062] In this embodiment, the customer's voice data is stored in the voice data storage unit 33 of the mobile terminal 3. However, since the remaining storage capacity of the customer's mobile terminal 3 may be low, the voice data collection unit 322 may transmit the collected voice data each time to a device other than the mobile terminal 3, such as the store management device 8. In this case, the voice data transmission function is provided in the bonus app. Furthermore, since the conversation performance information generation unit 323 generates the conversation performance information by referring to the voice data, it becomes necessary to access the storage location of the voice data. Furthermore, like the voice data, the voice samples may also be registered in a device other than the mobile terminal 3 rather than in the temporary storage unit 34.

[0063] Second Embodiment Fig. 4 is a block diagram of a store service system according to the second embodiment. Note that the same components as those in the first embodiment are designated by the same reference numerals, and their explanations will be omitted.

[0064] In the above-mentioned embodiment 1, the conversation history information generated on the mobile terminal 3 was displayed on the screen and presented to the store, but in this embodiment, the conversation history information is sent as data to the store's accounting terminal 6.

[0065] The app execution unit 32 included in the mobile terminal 3 in this embodiment has a benefit determination unit 325 and a benefit transmission unit 326. Instead, it differs from embodiment 1 in that it does not have the display control unit 324. The function of the benefit determination unit 325 may be the same as the benefit determination unit 62 included in the accounting terminal 6 in embodiment 1. The benefit transmission unit 326 transmits to the accounting terminal 6 whether or not the benefit determined by the benefit determination unit 325 will be granted, and if a benefit will be granted, the content of the benefit.

[0066] In this embodiment, the bonus receiving unit 64 included in the accounting terminal 6 receives data related to the bonus sent from the bonus sending unit 326.

[0067] As described above, this embodiment differs from the first embodiment in that the conversation record information is generated on the mobile terminal 3 side and the generated conversation record information is sent to the accounting terminal 6. However, the content of the process itself may be the same as that of the first embodiment. Therefore, a description of the process will be omitted.

[0068] In the above embodiments, we have described a case where a customer is given a bonus based on the conversation situation. This is to prevent droplets from spreading during conversation, especially when the conversation is loud. Currently, mobile devices 3, such as smartphones, typically have built-in cameras. Therefore, the camera may be used to capture images of the faces of customers who are talking, specifically whether or not they are wearing masks. Furthermore, since the timing of a customer's speech can be identified from audio data, the extent to which the customer is wearing a mask while speaking may be analyzed, and the analysis results, for example, the time the customer is wearing a mask relative to the time of speech (which can be expressed as a "mask wearing rate"), may be used to award a bonus.

[0069] Alternatively, it is possible to determine whether or not a customer is eating or drinking by analyzing the captured image. It is desirable for customers to wear masks at all times when talking, but they must remove the mask while eating or drinking. Therefore, the time spent in the store excluding time spent eating or drinking (which can be expressed as the "mask wearing rate") can be used to award rewards.

[0070] 1 Hall, 2 Table seats, 3 Mobile terminal, 4 Access point (AP), 5 Entrance / exit, 6 Accounting terminal, 8 Store management device, 31 Installation unit, 32 Application execution unit, 33 Voice data storage unit, 34 Temporary storage unit, 61 Download unit, 62 Benefit determination unit, 63 Accounting processing unit, 64 Benefit reception unit, 321 Voice sample registration unit, 322 Voice data collection unit, 323 Conversation performance information generation unit, 324 Display control unit, 325 Benefit determination unit, 326 Benefit transmission unit.

Claims

1. An acquisition means for acquiring a voice sample of a user of a store, an extraction means for extracting the voice of the user from the collected sound by collating the sound collected during the use of the store by the user with the voice sample, a generation means for generating conversation performance information indicating the performance of conversations made by the user during the use of the store by analyzing the extracted voice, a determination means for determining a privilege to be provided to the user according to the situation of the user's conversation that can be specified from the conversation performance information, a granting means for granting the privilege determined by the determination means to the user, A store service system characterized by comprising

2. The store service system according to claim 1, wherein the determination means determines the granting of a privilege to the user when the situation of the user's conversation satisfies a predetermined conversation constraint condition.

3. The store service system according to claim 1, wherein the conversation performance information is at least one of the volume or the duration of time when the user had a conversation.

4. An information processing device possessed by the store, A mobile terminal carried by the user when using the store, comprising The information processing device has a download means for downloading an application to the mobile terminal, The mobile terminal collects the conversation of the user by executing the application acquired from the information processing device, The generation means generates the conversation performance information by analyzing the voice data of the user included in the collected conversation, The store service system according to claim 1, characterized in that

5. The application causes the mobile terminal to the acquisition means, the extraction means, the generation means, the determination means, and means for displaying the content of the privilege determined by the determination means, function as, the store service system according to claim 4, characterized in that

6. The application causes the mobile terminal to the acquisition means, the extraction means, the generation means, the determination means, and means for transmitting the content of the privilege determined by the determination means to the information processing device, function as, the store service system according to claim 4, characterized in that