Service providing device, service providing system, service providing method, and program

Abstract

A service provision device (100) according to the present disclosure manages acceptance of orders for first and second delivery services having different burdens on store employees. The service provision device (100) comprises: an acquisition unit (101) that acquires customer state information indicating the states of customers in a store; a congestion estimation unit (102) that estimates the congestion state of the store on the basis of the customer state information; a determination unit (103) that determines, on the basis of the congestion state, first and second acceptable order numbers indicating the numbers of acceptable orders for the first and second delivery services; and an order acceptance unit (104) that accepts orders for the first and second delivery services on the basis of the first and second acceptable order numbers.

Description

SERVICE PROVIDING DEVICE, SERVICE PROVIDING SYSTEM, SERVICE PROVIDING METHOD, AND NON-TRANSITORY COMPUTER-READABLE MEDIUM

[0001] The present disclosure relates to a service providing device, a service providing system, a service providing method, and a non-transitory computer-readable medium.

[0002] In recent years, online shopping services have become known that allow users to purchase products from stores through electronic commerce (EC) using the Internet. Users of online shopping services access a specific website using a terminal device, such as a personal computer (PC) or smartphone, and order a desired product. The user also specifies a delivery address for the product. This allows the user to purchase and receive the desired product from the comfort of their own home.

[0003] Stores offering such services must perform multiple tasks from the time an order is received until the delivery of the product is completed. The required tasks include, for example, picking (collecting) the product, paying for the product, packing (boxing) the product, and delivering the product. Furthermore, such services can take at least the following two forms, depending on the type of worker who performs these tasks:

[0004] In the first form, an employee of the store that receives the order picks the products, settles the payment, and packs them, and a person other than the store employee delivers the products. The person other than the store employee is a person who specializes in delivery, such as a delivery company. In this type of service, the store employee performs the work up to delivery, and the delivery company or the like only delivers the products. In this disclosure, this type of service will be described as a "first delivery service."

[0005] The second type is a type in which a person other than a store employee performs all of the tasks of picking, settling, packing, and delivering the products. In this case, the person other than a store employee is, for example, a shopping agent (hereinafter referred to as "agent") who shops at the store on behalf of the orderer. In this type of service, the agent performs all of the work from picking the products to delivering them. In this disclosure, this type of service will be described as a "second delivery service."

[0006] As a technology related to the second delivery service described above, Patent Document 1 discloses an agency intermediary device that acts as an intermediary between a client who wishes to have an ordered item delivered and multiple agents who deliver the ordered item to a specified location. The agency intermediary device disclosed in Patent Document 1 provides a reward to each agent based on the completion of delivery of the ordered item by the agent.

[0007] Japanese Patent Application Laid-Open No. 2020-052598

[0008] For example, suppose a store such as a supermarket offers the two types of delivery services described above. When an orderer uses the first delivery service, a store employee picks, settles, and packs the products at the store. A delivery company then delivers the packed products. On the other hand, when the orderer uses the second delivery service, an agent picks, settles, and packs the products at the store, and then delivers the products.

[0009] When an orderer places an order using the first delivery service, store employees are required to pick, settle, and pack the products to fulfill the order while also performing other tasks such as processing the payment at the store and responding to customer inquiries. Therefore, when the first delivery service is used, the burden on store employees from accepting an order to shipping the products is greater than when the second delivery service is used. Therefore, when the store is crowded, there will be a shortage of manpower to perform tasks such as picking, and it will be necessary to limit the acceptance of online shopping orders.

[0010] On the other hand, when the second delivery service is used, the picking, payment, and packing of products are performed by a proxy, so the burden on store employees is relatively small. Nevertheless, if the store were to uniformly disable the acceptance of online shopping orders when it is crowded, there is a possibility that sales opportunities for products would be lost. The technology disclosed in Patent Document 1 does not sufficiently take such issues into consideration.

[0011] The object of the present disclosure is to provide a service provision device, a service provision system, a service provision method, and a non-transitory computer-readable medium that can appropriately manage the acceptance of orders for multiple delivery services that have different employee burdens in a store.

[0012] The service providing device according to the present disclosure is a service providing device that manages the acceptance of orders for first and second delivery services that have different employee burdens in a store, and includes: an acquisition means for acquiring customer status information indicating the status of customers in the store; a congestion estimation means for estimating the congestion status of the store based on the customer status information; a determination means for determining first and second order acceptance numbers, respectively, indicating the number of orders that can be accepted for the first and second delivery services, based on the congestion status; and an order acceptance means for accepting orders for the first and second delivery services, respectively, based on the first and second order acceptance numbers.

[0013] The service provision system disclosed herein is a service provision system that manages the acceptance of orders for first and second delivery services that have different employee workloads in a store, and includes a sensor for detecting customer status information that indicates the status of customers in the store, and a service provision device, wherein the service provision device includes: an acquisition means for acquiring the customer status information detected using the sensor; a congestion estimation means for estimating the congestion status of the store based on the customer status information; a determination means for determining first and second order acceptance numbers that indicate the number of orders that can be accepted for the first and second delivery services, respectively, based on the congestion status; and an order acceptance means for accepting orders for the first and second delivery services, respectively, based on the first and second order acceptance numbers.

[0014] The service provision method disclosed herein is a service provision method for managing the acceptance of orders for first and second delivery services that have different employee workloads in a store, and includes the steps of: acquiring customer status information indicating the status of customers in the store; estimating the congestion status of the store based on the customer status information; determining first and second order acceptance numbers indicating the number of orders that can be accepted for the first and second delivery services based on the congestion status; and accepting orders for the first and second delivery services based on the first and second order acceptance numbers.

[0015] The non-transitory computer-readable medium disclosed herein is a non-transitory computer-readable medium having stored thereon a program to be executed by a computer of a service providing device that manages the acceptance of orders for first and second delivery services that have different employee workloads in a store, wherein the program causes the computer to execute an acquisition process that acquires customer status information indicating the status of customers in the store; a congestion estimation process that estimates the congestion status of the store based on the customer status information; a determination process that determines first and second order acceptance numbers, respectively, that indicate the number of orders that can be accepted for the first and second delivery services, based on the congestion status; and an order acceptance process that accepts orders for the first and second delivery services, respectively, based on the first and second order acceptance numbers.

[0016] The present disclosure provides a service provision device, a service provision system, a service provision method, and a non-transitory computer-readable medium that can appropriately manage the acceptance of orders for multiple delivery services that have different employee burdens in a store.

[0017] 1 is a block diagram showing the configuration of a service providing device according to a first embodiment. FIG. 2 is a flowchart showing processing performed by the service providing device according to the first embodiment. FIG. 3 is a diagram showing the configuration of a service providing system according to a second embodiment. FIG. 4 is a diagram showing personnel in charge of each task included in the first and second delivery services according to the second embodiment. FIG. 5 is a block diagram showing the configuration of a store terminal according to the second embodiment. FIG. 6 is a block diagram showing the configuration of a service providing device according to the second embodiment. FIG. 7 is a delivery service selection screen that accepts selection of a delivery service to be used by an orderer from the first and second delivery services according to the second embodiment. FIG. 8 is a store selection screen that accepts selection of a store to be used by an orderer from a plurality of stores that provide the first and second delivery services according to the second embodiment. FIG. 9 is a flowchart showing the flow of processing up to when the service providing device according to the second embodiment accepts an order. FIG. 10 is a flowchart showing the flow of processing after the service providing device according to the second embodiment accepts an order. FIG. 11 is a block diagram showing an example of the hardware configuration of a computer that realizes a service providing device, etc.

[0018] Hereinafter, embodiments of the present disclosure will be described in detail with reference to the drawings. In each drawing, the same or corresponding elements are designated by the same reference numerals. For clarity of explanation, duplicated explanations will be omitted as necessary.

[0019] First Embodiment First, a description will be given of a first embodiment of the present invention. Fig. 1 is a block diagram showing the configuration of a service providing device 100 according to this embodiment.

[0020] The service providing device 100 manages the reception of orders for first and second delivery services, which have different employee workloads in a store. The service providing device 100 includes an acquisition unit 101, a congestion estimation unit 102, a determination unit 103, and an order reception unit 104.

[0021] The acquisition unit 101 acquires customer status information indicating the status of customers in the store. The congestion estimation unit 102 estimates the congestion status of the store based on the customer status information acquired by the acquisition unit 101. The determination unit 103 determines first and second order acceptability numbers indicating the acceptability numbers of orders for the first and second delivery services, respectively, based on the congestion status estimated by the congestion estimation unit 102. The order acceptance unit 104 accepts orders for the first and second delivery services, respectively, based on the first and second order acceptability numbers determined by the determination unit 103.

[0022] The service providing device 100 includes a processor, a memory, and a storage device (not shown). The storage device stores a computer program that implements the processing according to this embodiment. The processor can load the computer program from the storage device into the memory and execute the computer program. As a result, the processor realizes the functions of an acquisition unit 101, a congestion estimation unit 102, a determination unit 103, and an order receiving unit 104.

[0023] Alternatively, the acquisition unit 101, the congestion estimation unit 102, the determination unit 103, and the order reception unit 104 may each be realized by dedicated hardware. Furthermore, some or all of the components of each device may be realized by general-purpose or dedicated circuits, processors, etc., or a combination thereof. These may be configured by a single chip, or may be configured by multiple chips connected via a bus. Some or all of the components of each device may be realized by a combination of the above-mentioned circuits, etc., and a program.

[0024] Next, the processing performed by the service providing device 100 will be described with reference to Fig. 2. Fig. 2 is a flowchart showing the processing performed by the service providing device 100.

[0025] First, the acquisition unit 101 acquires customer status information indicating the status of customers in the store (S1). Next, the congestion estimation unit 102 estimates the congestion status of the store based on the customer status information acquired by the acquisition unit 101 (S2). Next, the determination unit 103 determines first and second order acceptability numbers indicating the acceptability numbers of orders for the first and second delivery services, respectively, based on the congestion status estimated by the congestion estimation unit 102 (S3). Then, the order acceptance unit 104 accepts orders for the first and second delivery services, respectively, based on the first and second order acceptability numbers determined by the determination unit 103 (S4).

[0026] With this configuration, the service providing device 100 according to the present embodiment can appropriately manage the reception of orders for a plurality of delivery services that have different burdens on store employees.

[0027] Second Embodiment Next, a second embodiment will be described. The second embodiment is a specific example of the first embodiment. Fig. 3 is a diagram showing the configuration of a service providing system 1 according to this embodiment.

[0028] (Service provision system 1) The service provision system 1 includes a sensor unit 20 and a store terminal 30, an agent terminal 40, a service provision device 10, and a plurality of orderer terminals 50, which are provided in a store ST. The store terminal 30, the agent terminal 40, the service provision device 10, and the plurality of orderer terminals 50 are each connected via a network N. The network N is a wired or wireless communication line. The network N may be configured using, for example, a mobile communication network such as 3G, 4G, or 5G, the Internet, a public telephone network, or a satellite communication network. Note that the number of sensor units 20, store terminals 30, agent terminals 40, service provision devices 10, and orderer terminals 50 is not limited to those shown in the figure.

[0029] The service provision system 1 is a system for managing the reception of orders for multiple delivery services with different employee workloads at a store ST. The service provision system 1 can be used in a store that provides multiple delivery services with different employee workloads. The service provision system 1 can be used in retailers such as supermarkets, convenience stores, or department stores. The service provision system 1 can also be used in eating and drinking establishments such as restaurants and izakayas. These are just examples, and the service provision system 1 may be used in a variety of stores. The service provision system 1 provides online shopping services, including delivery services, to users of the service provision system 1.

[0030] Store ST is staffed with employee A who works at store ST. Store ST is also staffed with delivery person B who delivers ordered products. Delivery person B may belong to a different business entity from store ST. Delivery person B may be, for example, a delivery company that specializes in delivering products. Delivery person B may also be a person who has been pre-registered with a delivery agency service that handles only the delivery of products. Delivery person B may also be a person who is in charge of delivery only and may be an employee of store ST. Delivery person B does not have to be permanently stationed at store ST. In addition, although the figure shows one employee A and one delivery person B, two or more of each may also be staffed.

[0031] The store ST uses the store terminal 30 to provide first and second delivery services, each of which imposes a different workload on employee A, to users of the service provision system 1. Now, with reference to FIG. 3 and FIG. 4, the tasks included in the first and second delivery services will be described. FIG. 4 is a diagram showing the people in charge of each task included in the first and second delivery services. In this embodiment, the first delivery service imposes a greater workload on employee A than the second delivery service.

[0032] (First Delivery Service) The first delivery service is a delivery service in which an employee of the store that receives an order picks the products, settles the payment, and packs them, and a person other than a store employee delivers the products. As shown in Figure 4, in the first delivery service according to this embodiment, a store employee A performs the work prior to delivery of the products, and a deliverer B delivers the products.

[0033] Specifically, when the store terminal 30 accepts an order for the first delivery service, employee A checks the information about the ordered items and picks, settles, and packs the items. This makes the ordered items ready for delivery. Employee A hands the items ready for delivery to delivery person B. Employee A may also hand the items over to delivery person B by moving the items ready for delivery to a designated location where the items will be delivered. Delivery person B receives the items from employee A and delivers them to the delivery destination. This allows the orderer to receive the items they ordered.

[0034] (Second Delivery Service) The second delivery service is a type of delivery service in which a person other than a store employee performs all of the tasks of picking, settling, packing, and delivery of the products. As shown in FIG. 4 , in the second delivery service according to this embodiment, a proxy C performs the picking, settling, packing, and delivery of the products. Like the deliverer B, the proxy C may belong to a business operator other than the store ST. Furthermore, the proxy C does not need to be permanently stationed at the store ST. The proxy C may be, for example, a person who has been registered in advance with a shopping proxy service that handles shopping on behalf of the orderer. Note that although only one proxy C is shown in the figure, there may be multiple proxy Cs.

[0035] Alternatively, the agent C may be a person belonging to a business that cooperates with the store ST. The business that cooperates with the store ST may be, for example, a business that owns a dark store, which is a retail store dedicated to online shopping services. The dark store displays products for sale to customers, but is used as a product delivery base rather than as a store where customers visit to purchase products. When a product is ordered, an employee of the dark store picks, settles, and packs the product within the dark store. The employee of the dark store also delivers the product.

[0036] By partnering with such a dark store, the store ST can use the dark store's employees as agents C. This allows the service providing system 1 to be operated efficiently.

[0037] As shown in Figure 4, in the second delivery service, agent C performs all tasks from picking up the products to delivering them. Specifically, when the agent terminal 40 accepts an order for the second delivery service, agent C picks up the ordered products, settles the payment, packs them, and delivers them. This allows the orderer to receive the products they ordered.

[0038] Note that the tasks shown in FIG. 4 are merely examples, and the content of the tasks may be modified as appropriate. For example, in addition to the tasks shown in the figure, employee A, delivery person B, and agent C may perform other tasks. For example, some of employee A's tasks may be performed by someone other than employee A, or delivery person B's tasks may be performed by employee A. Alternatively, some of agent C's tasks may be performed by someone other than agent C. However, in this example, the first delivery service imposes a greater burden on employee A than the second delivery service. Furthermore, for example, the settlement tasks for the first and second delivery services may be omitted as appropriate depending on the operations of the store ST.

[0039] (Orderer Terminal 50) Returning to Fig. 3, we will continue to explain the configuration of the service provision system 1. Each of the multiple orderer terminals 50 is a terminal device used by an orderer who uses the service provision system 1. The orderer terminal 50 is, for example, a smartphone, a mobile phone terminal, a tablet terminal, or a PC.

[0040] An orderer uses an orderer terminal 50 to use the online shopping service provided by the service providing device 10. Specifically, in order to use the online shopping service, the orderer accesses a predetermined website using the orderer terminal 50. The orderer terminal 50 performs order processing on the service providing device 10 via the website. The orderer terminal 50 may also access the service providing device 10 via a predetermined application.

[0041] The orderer terminal 50 is equipped with a display unit 51 that displays information related to online shopping. The display unit 51 displays, for example, product information. The orderer terminal 50 also accepts input from the orderer via an input unit (not shown). The input unit is, for example, a keyboard or a mouse. The input unit may also have a touch panel function. The orderer terminal 50 accepts the selection of a store or delivery service from the orderer. The orderer terminal 50 also accepts input of order information from the orderer, including order details, delivery date and time, product, or orderer information. The orderer information indicates information about the orderer, such as the product delivery address and the orderer's contact information. The orderer terminal 50 transmits an order request including the order information to the service providing device 10. As a result, the orderer terminal 50 processes the order.

[0042] (Agent terminal 40) The agent terminal 40 is a terminal device used by the agent C. Like the orderer terminal 50, the agent terminal 40 is, for example, a smartphone, a mobile phone terminal, a tablet terminal, or a PC. The agent terminal 40 has a display unit 41 that displays information related to the order for the second delivery service.

[0043] The agent terminal 40 accepts an order for the second delivery service from the service providing device 10. Specifically, the agent terminal 40 accepts an order for the second delivery service by receiving order information from the service providing device 10, including order details, delivery date and time, product, or orderer information related to the second delivery service. The agent terminal 40 displays the contents of the order information on the display unit 41. By visually checking the contents of the display unit 41, the agent C understands the contents of the ordered product and performs tasks from picking the product to delivering it.

[0044] (Sensor unit 20) The sensor unit 20 is a detection device for detecting customer status information including the status of customers at the store ST. The customer status information is information that may affect the acceptance of orders for the first and second delivery services. The customer status information may be, for example, information indicating the congestion status at the store ST. The customer status information may include, for example, information on the number of customers at the store ST, the length of time customers spend at the store ST, the operating status of the payment device at the store ST, or the number of customers waiting to pay at the store ST. Without being limited to these, the customer status information may include various information related to customers.

[0045] For example, if the number of customers at the store ST exceeds a predetermined number, there will be a shortage of employees to handle orders for the first delivery service. Therefore, it will be necessary to limit the acceptance of orders for the first delivery service. Furthermore, if the number of customers increases further, it will be necessary to limit the acceptance of orders for the second delivery service. In this way, the customer situation at the store ST can affect the acceptance of orders for the first and second delivery services.

[0046] The sensor unit 20 can also be used as a detection device for detecting employee status information indicating the status of employees at the store ST. The employee status information is information that can affect the acceptance of orders for the first and second delivery services. The employee status information can include, for example, the number of employees at the store ST, the employee allocation status at the store ST, or the working status of employees at the store ST. Without being limited to these, the employee status information can also include various information related to employees.

[0047] For example, if the number of employees at the store ST is insufficient compared to the number of customers, there will be a shortage of employees to handle orders for the first delivery service. In such a case, it will be necessary to limit the acceptance of orders for the first or second delivery service, just as in the case where the store ST is congested. In this way, the availability of employees at the store ST may affect the acceptance of orders for the first and second delivery services.

[0048] 3 illustrates a camera 21 as an example of the sensor unit 20. The camera 21 is an imaging device that captures images inside the store. The camera 21 is provided, for example, on the ceiling or wall of the store ST, and captures images inside the store ST from a predetermined direction. Multiple cameras 21 may be provided in the store ST. The camera 21 may be provided in a position that allows it to capture images of, for example, a sales floor where products are displayed, a checkout area where a checkout device is provided for checking out products, or the entrance to the store ST.

[0049] The camera 21 takes pictures in each area within the store ST and outputs the captured images obtained by the photography to the store terminal 30. The camera 21 may output the captured images to the store terminal 30 at predetermined time intervals. The captured images may be moving images or still images. In this disclosure, the term "captured image" may refer to captured image data, which is data of the captured image.

[0050] The sensor unit 20 may include a sensor other than the camera 21. For example, the sensor unit 20 may be an entrance sensor that detects customers entering the store ST at the entrance of the store ST. By detecting customers entering the store, the entrance sensor can detect the number of customers who have entered the store ST. The entrance sensor may be configured to detect customers leaving the store. By detecting customers leaving the store, the number of customers who have left the store ST can be detected.

[0051] Furthermore, for example, the sensor unit 20 may be a reader for reading information from an IC (Integrated Circuit) tag attached to a shopping cart used by a customer. In this case, the reader can detect that the shopping cart has passed a predetermined location within the store ST.

[0052] Furthermore, for example, in cases where a customer uses a terminal device at the store ST or a terminal device owned by the customer to pay for products while shopping, the sensor unit 20 may be implemented using the terminal device. For example, a predetermined payment application for the customer to use to pay for the products may be installed on the terminal. In this case, the sensor unit 20 receives data related to the purchase from the terminal via the payment application. Using the data, the sensor unit 20 can detect when the customer starts and finishes shopping. This allows the customer's stay time to be calculated.

[0053] (Store terminal 30) The store terminal 30 is a terminal device provided in the store ST. The store terminal 30 transmits customer status information detected using the sensor unit 20 to the service provision device 10. When the service provision device 10 accepts an order for the first delivery service, the store terminal 30 receives information related to the order from the service provision device 10. The store terminal 30 notifies employee A of the information related to the order.

[0054] The store terminal 30 will now be described with reference to Fig. 5. Fig. 5 is a block diagram showing the configuration of the store terminal 30. The store terminal 30 includes a customer status detection unit 31, an employee status detection unit 32, an order information acquisition unit 33, a notification unit 34, a display unit 36, a communication unit 38, and a storage unit 39.

[0055] The customer status detection unit 31 acquires data detected by the sensor unit 20 and detects customer status information from the data. The customer status detection unit 31 transmits the detected customer status information to the service providing device 10 via the communication unit 38.

[0056] For example, the customer status detection unit 31 acquires an image captured by the camera 21. The customer status detection unit 31 extracts the number of customers included in the captured image using well-known image recognition technology, etc. The customer status detection unit 31 may also detect the number of customers using the above-mentioned store entrance sensor, etc.

[0057] The customer status detection unit 31 may also detect the customer's stay time using the above-mentioned reading device. Furthermore, the customer status detection unit 31 may detect the customer's stay time using the timing when the customer starts shopping and the timing when the customer finishes shopping via the above-mentioned payment application. The customer status detection unit 31 detects, for example, the average stay time per customer.

[0058] Furthermore, the customer status detection unit 31 may detect the operating status of the settlement device in the checkout area as customer status information. For example, the customer status detection unit 31 detects the operating status of the settlement device from a captured image of the checkout area. Alternatively, the customer status detection unit 31 may obtain information related to settlement from the settlement device to detect the operating status of the settlement device. The information related to settlement is, for example, information indicating that the settlement device is operating due to the operation of an employee in charge of settlement. For example, the customer status detection unit 31 detects that the employee has had the settlement device read their assigned employee number. This allows the customer status detection unit 31 to detect that the settlement device is operating.

[0059] The payment device may be a self-checkout register operated by the customer themselves. In this case, the customer status detection unit 31 detects, for example, that the customer has pressed the "Start Payment" button displayed on the display unit of the payment device. This causes the customer status detection unit 31 to detect that the payment device is operating.

[0060] Furthermore, the customer status detection unit 31 may use the captured image described above to detect the number of customers waiting to pay in the store ST. The customer status detection unit 31 uses image recognition technology to detect the number of customers lining up at the payment device from the captured image of the payment area.

[0061] The employee status detection unit 32 acquires data detected by the sensor unit 20 and detects employee status information from the data. The employee status detection unit 32 transmits the detected employee status information to the service providing device 10 via the communication unit 38.

[0062] The employee status detection unit 32 detects the number of employees in the store ST, for example, using images captured by the camera 21. The employee status detection unit 32 may also detect the number of employees for each sales floor. For example, the store terminal 30 registers facial images of employees of the store ST in the storage unit 39 in advance. The employee status detection unit 32 detects employees by comparing facial images of people included in the captured images with facial images of employees registered in advance. The employee status detection unit 32 uses the comparison results to extract employees from the captured images. This allows the employee status detection unit 32 to detect the number of employees included in the captured images.

[0063] Furthermore, the employee status detection unit 32 may detect employee status information by obtaining the number of employees assigned to the store ST with reference to work information 391 stored in the storage unit 39. For example, the work information 391 may include information on a shift schedule indicating the employee's work schedule for the day, or time card punch information indicating the employee's work status for the day.

[0064] The order information acquisition unit 33 acquires order information related to the first delivery service from the service providing device 10. The order information may include, for example, an order number, order details, delivery date and time, orderer information, etc. The order number is identification information for identifying the order.

[0065] The order details are information indicating the details of an order placed by an orderer. The order details may include, for example, information such as the product name, quantity, unit price, and total amount. The delivery date and time indicates the date and time when the product will be delivered. The delivery date and time may be expressed as a delivery date and a delivery time zone. The delivery date may be the same day or the next day or later. The orderer information is information about the orderer. The orderer information may include, for example, the orderer's name, delivery address, and contact information. These are just examples, and the order information may also include other information. Furthermore, the order information may not include some of the information described above.

[0066] The notification unit 34 notifies employee A of the order information acquired by the order information acquisition unit 33. For example, the notification unit 34 displays the order information on the display unit 36. If each employee uses a terminal device, the notification unit 34 may display the order information on the terminal device.

[0067] The display unit 36 ​​is a display device for displaying information. The display unit 36 ​​displays order information. The display unit 36 ​​may be a touch panel or the like. By visually checking the order information displayed on the display unit 36, employee A can understand the contents of the ordered items and perform tasks such as picking the items.

[0068] The communication unit 38 communicates with the service providing device 10, the orderer terminal 50, and the agent terminal 40 via the network N. The communication unit 38 may be a communication interface for performing communication via wire or wirelessly.

[0069] The storage unit 39 is a storage device that stores programs for realizing the various functions of the store terminal 30. The storage unit 39 also stores the work information 391 described above.

[0070] (Service providing device 10) Next, the configuration of the service providing device 10 will be described with reference to FIG. 6. FIG. 6 is a block diagram showing the configuration of the service providing device 10. The service providing device 10 is an example of the service providing device 100 described above. The service providing device 10 manages the reception of orders for first and second delivery services, which have different workloads on employee A at the store ST. The service providing device 10 includes an acquisition unit 11, a congestion estimation unit 12, a determination unit 13, an order reception unit 14, a resumption prediction unit 15, a display control unit 16, a communication unit 18, and a memory unit 19.

[0071] The acquisition unit 11 is an example of the acquisition unit 101 described above. The acquisition unit 11 acquires customer status information indicating the status of customers at the store ST. As described above, the customer status information may include, for example, information on the number of customers at the store ST, the length of time customers stay at the store ST, the operating status of the payment device at the store ST, or the number of customers waiting to pay at the store ST. The acquisition unit 11 receives customer status information transmitted from the store terminal 30. The acquisition unit 11 stores the received customer status information in the storage unit 19. In FIG. 6, the stored customer status information is shown as customer status information 191.

[0072] The acquisition unit 11 also acquires employee status information indicating the status of employees at the store ST. As described above, the employee status information may include, for example, the number of employees at the store ST, the employee allocation status at the store ST, or the work status of employees at the store ST. The acquisition unit 11 receives employee status information transmitted from the store terminal 30. The acquisition unit 11 stores the received employee status information in the storage unit 19. In FIG. 6, the stored employee status information is shown as employee status information 192.

[0073] Furthermore, the acquisition unit 11 may acquire environmental information indicating the environment around the store ST. The environmental information is information that may affect the congestion state of the store ST. The environmental information may be, for example, the weather or temperature around the store ST. The environmental information may be predicted weather or temperature at the target estimation date and time for which the congestion state is to be estimated. The environmental information may also be information about the day of the week corresponding to the target estimation date and time, or information about an event that will be held around that date and time.

[0074] The acquisition unit 11 may acquire environmental information from other devices via the network N. For example, the acquisition unit 11 acquires weather and temperature information corresponding to the location of the store ST from a weather forecast service or the like. The acquisition unit 11 also acquires event information from an event information providing service or the like. The acquisition unit 11 stores the acquired environmental information in the storage unit 19. In FIG. 6 , the stored environmental information is shown as environmental information 193.

[0075] The acquisition unit 11 may acquire the customer status information 191, employee status information 192, and environmental information 193 from the store terminal 30 or another device at predetermined time intervals. The acquisition unit 11 may store the past customer status information 191, past employee status information 192, and past environmental information 193 in the storage unit 19 in association with the congestion status corresponding to each piece of information. This allows the service providing device 10 to use the past customer status information 191, employee status information 192, and environmental information 193 as training data for estimating the congestion status of the store ST at the estimation target date and time.

[0076] The congestion estimation unit 12 is an example of the congestion estimation unit 102 described above. The congestion estimation unit 12 estimates the congestion status of the store ST at an estimation target date and time based on the customer status information 191. The estimation target date and time may be, for example, a predetermined time after the current time (e.g., 30 minutes, 1 hour, or 2 hours later), or a predetermined date and time in the future. For example, the congestion estimation unit 12 estimates the congestion status of the store ST based on at least one of the number of customers, the length of time customers stay, the operating status of the payment device, and the number of customers waiting to pay.

[0077] The congestion estimation unit 12 may estimate the congestion situation by taking into account other information in addition to the above information. The congestion estimation unit 12 may calculate a congestion level indicating the degree of congestion in the store ST based on the customer situation information 191. The congestion level may be expressed using a numerical value or may be expressed using expressions such as "crowded" or "not crowded."

[0078] The congestion estimation unit 12 may also estimate the congestion state based on the environmental information 193. For example, if the weather around the store ST on the estimation target date and time is rainy, the congestion estimation unit 12 estimates that the congestion level on the estimation target date and time will be low. Also, for example, if an event is held around the store ST at a time close to the estimation target date and time, the congestion estimation unit 12 estimates that the congestion level on the estimation target date and time will be high.

[0079] The congestion estimation unit 12 may estimate the congestion state using a trained model that has undergone predetermined training. For example, the congestion estimation unit 12 estimates the congestion state using a trained model 194 that has been stored in advance in the storage unit 19.

[0080] The trained model 194 is trained by a learning unit (not shown) using past customer situation information 191 and the congestion status corresponding to the customer situation information 191 as training data. The learning unit may use AI (Artificial Intelligence) to train the trained model 194. The trained model 194 may be, for example, a neural network or a mathematical model other than a neural network.

[0081] As a result, the trained model 194 is trained to estimate the congestion state from the input customer situation information and output the estimation result. The congestion estimation unit 12 inputs the customer situation information to the trained model 194 and obtains the estimation result of the congestion state of the store ST from the trained model 194 as an output.

[0082] The learning unit may also use the employee status information 192 as training data to train the trained model 194. The learning unit may also use the environmental information 193 as training data to train the trained model 194. As a result, the congestion estimation unit 12 estimates the congestion status of the store ST using at least one of the customer status information 191, employee status information 192, and environmental information 193 at the estimation target date and time, and the trained model 194. The learning unit may also re-train the trained model 194 using information newly acquired from the store terminal 30.

[0083] The determination unit 13 is an example of the above-mentioned determination unit 103. The determination unit 13 determines first and second order acceptability numbers indicating the acceptability numbers of orders for the first and second delivery services, respectively, based on the congestion status estimated by the congestion estimation unit 12. For example, the determination unit 13 determines the first and second order acceptability numbers by adding or subtracting a number corresponding to the estimated congestion status to or from a first and second reference order acceptability numbers that serve as the basis for the first and second order acceptability numbers.

[0084] The first and second reference order quantities may be, for example, the maximum order quantities that can be accepted when the store is not crowded. The first and second reference order quantities may be set in advance by, for example, the manager of the store ST. The first and second reference order quantities may be set to the same value or different values.

[0085] The first and second reference order acceptance quantities may be set to different numbers for each time period (e.g., morning, daytime, evening, night, etc.) For example, since congestion is expected during the daytime, the reference order acceptance quantity may be set to a small value in advance, allowing the determination unit 13 to determine the first and second order acceptance quantities according to the time period during the day.

[0086] This will be explained using specific numerical values. For example, assume that the first reference order acceptability number is 10. If it is estimated that the store ST is crowded, the determination unit 13 subtracts, for example, 2 from the first reference order acceptability number depending on the congestion level, and determines the first order acceptability number to be 8. Conversely, if it is estimated that the store ST is not crowded, the determination unit 13 adds, for example, 3 to the first reference order acceptability number depending on the congestion level, and determines the first order acceptability number to be 13.

[0087] The determination unit 13 may add the first order acceptable quantity that has been subtracted once to the first order acceptable quantity in accordance with the congestion situation. In this way, when the congestion in the store ST starts to ease, the determination unit 13 can restore the first order acceptable quantity that has been reduced. Conversely, the determination unit 13 may subtract the first order acceptable quantity that has been added once to the first order acceptable quantity in accordance with the congestion situation. In this way, when the store ST starts to get crowded, the first order acceptable quantity that has been increased can be restored to the original value.

[0088] In this way, the determination unit 13 can adjust the first order acceptability quantity according to the congestion status of the store ST. The determination unit 13 can also adjust the second order acceptability quantity in the same manner as the first order acceptability quantity.

[0089] Furthermore, the determination unit 13 may determine the first and second order acceptability quantities using two thresholds. For example, when the congestion level indicating the estimated congestion status is equal to or greater than a first threshold, the determination unit 13 subtracts the first order acceptability quantity to a predetermined number, and when the congestion level is equal to or greater than a second threshold that is greater than the first threshold, the determination unit 13 subtracts the second order acceptability quantity to the predetermined number. The predetermined number may be set in advance by a manager of the store ST, for example. The predetermined number is 0, for example. This causes the order acceptance unit 14 to stop accepting new orders.

[0090] For example, suppose the congestion level indicating the congestion state of a store ST is set on a scale of 1 to 10. Congestion level 1 indicates the least crowded state. Congestion level 10 indicates the most crowded state. The first and second thresholds are set within the congestion levels 1 to 10.

[0091] For example, suppose the first threshold is set to 7, the second threshold is set to 9, and the predetermined number is set to 0. Furthermore, suppose that at a certain point in time, the congestion level of the store ST is 5, the first order acceptance number is 10, and the second order acceptance number is 20. Suppose that, after a certain amount of time has passed since that point in time, the number of customers in the store ST increases, and the congestion estimation unit 12 estimates that the congestion level of the store ST is 7. In this case, the determination unit 13 changes the first order acceptance number from 10 to 0. This causes the order acceptance unit 14 to stop accepting orders for the first delivery service. At this stage, the second order acceptance number remains at 20, so the order acceptance unit 14 does not stop accepting orders for the second delivery service.

[0092] After that, the number of customers further increases, and the congestion estimation unit 12 estimates that the congestion level of the store ST is 9. In this case, the determination unit 13 changes the second order acceptability number from 20 to 0. As a result, the order acceptance unit 14 also stops accepting orders for the second delivery service.

[0093] Furthermore, the determination unit 13 may determine the first and second order acceptance capacities based on the employee status information 192 in addition to the estimated congestion status. For example, the determination unit 13 determines the first and second order acceptance capacities based on the number of employees in the store ST, the employee allocation status in the store ST, or the work status of employees in the store ST. For example, the determination unit 13 adds or subtracts the first and second order acceptance capacities depending on the number of employees allocated to the store ST. In this way, the determination unit 13 can make adjustments, such as determining a lower order acceptance capacities at night when there are fewer employees than during the day.

[0094] In addition, if there are multiple deliverers performing deliveries using the first delivery service, the determination unit 13 may set the first order acceptance capacity for each deliverer. Similarly, if there are multiple agents performing deliveries using the second delivery service, the determination unit 13 may set the second order acceptance capacity for each agent. In this way, for example, even if the first order acceptance capacity for some deliverers becomes zero, other deliverers can still perform deliveries, and the order acceptance unit 14 can continue accepting orders for the first delivery service.

[0095] In addition, when an order for the first or second delivery service is accepted by the order accepting unit 14, the decision unit 13 may update the first and second order acceptability quantities by subtracting the number of orders from the first and second order acceptability quantities.

[0096] The order receiving unit 14 is an example of the order receiving unit 104 described above. The order receiving unit 14 receives orders for the first and second delivery services based on the first and second order acceptability quantities determined by the determination unit 13. When either the first or second order acceptability quantities becomes zero, the order receiving unit 14 stops accepting orders for the delivery service corresponding to the zero order acceptability quantity. In addition, the order receiving unit 14 continues to accept orders for the other delivery service. For example, when the first order acceptability quantity becomes zero, the order receiving unit 14 stops accepting orders for only the first delivery service and continues to accept orders for the second delivery service.

[0097] The order receiving unit 14 transmits order information regarding the received order to the store terminal 30 and the agent terminal 40 via the communication unit 18. Specifically, the order receiving unit 14 transmits order information regarding the first delivery service to the store terminal 30. In addition, the order receiving unit 14 transmits order information regarding the second delivery service to the agent terminal 40.

[0098] When the acceptance of orders for at least one of the first and second delivery services is suspended, the resumption prediction unit 15 predicts the acceptance resumption timing at which the acceptance of the suspended orders will be resumed based on the customer status information. The resumption prediction unit 15 can predict the acceptance resumption timing for each of the first and second delivery services.

[0099] For example, the resumption prediction unit 15 refers to the customer status information 191 and acquires customer status information acquired within a predetermined time (e.g., 5 minutes) from the prediction time point. The resumption prediction unit 15 predicts the timing when the congestion in the store ST will be alleviated based on the acquired customer status information. The timing may be a predetermined time (e.g., 9:00 p.m. on the same day) or may be a timing after a predetermined time has elapsed from the prediction time point (e.g., 1 hour after the prediction time point).

[0100] Similar to the customer status information, the resumption prediction unit 15 may predict the timing of resuming reception further based on employee status information. Similarly, the resumption prediction unit 15 may predict the timing of resuming reception further based on environmental information. Specifically, the resumption prediction unit 15 can acquire information to be used for the prediction by referring to the employee status information 192 and the environmental information 193. The resumption prediction unit 15 may predict the timing of resuming reception using the trained model 194.

[0101] The resumption prediction unit 15 may display the predicted acceptance resumption timing on the display unit 51 of the orderer terminal 50 of the service providing system 1. The resumption prediction unit 15 may display a message such as "Due to congestion at the store, the first delivery service is currently suspended. Order acceptance is scheduled to resume around 9:00 PM" on a predetermined web page for accepting orders. This allows the orderer to know when acceptance will resume. The resumption prediction unit 15 may notify the orderer of the acceptance resumption timing using a method other than display, for example.

[0102] The display control unit 16 displays the first or second delivery service on a display screen on the display unit 51 of the orderer terminal 50. For example, the display control unit 16 displays on the display unit 51 a delivery service selection screen that accepts the selection of the delivery service to be used by the orderer from the first or second delivery service, and a store selection screen that accepts the selection of the store to be used by the orderer from a plurality of stores that provide the first and second delivery services.

[0103] 7 and 8 are diagrams showing examples of display screens displayed by the display control unit 16. Fig. 7 is a delivery service selection screen D1 that accepts the selection of the delivery service to be used by the orderer from the first and second delivery services. Fig. 8 is a store selection screen D2 that accepts the selection of the store to be used by the orderer from a plurality of stores that offer the first and second delivery services.

[0104] The orderer uses the orderer terminal 50 to access a page displaying the delivery service selection screen D1 or the store selection screen D2. For example, the orderer first accesses the page displaying the delivery service selection screen D1 and selects the first or second delivery service. Next, the orderer accesses the page displaying the store selection screen D2 and selects the store to use. Conversely, the orderer may first access the page displaying the store selection screen D2 and select the store to use. Next, the orderer accesses the page displaying the delivery service selection screen D1 and selects the first or second delivery service.

[0105] By displaying such a display screen, the orderer can select a delivery service and a store, for example, depending on the point services offered by the store ST or the delivery company.

[0106] The display control unit 16 may display a screen that allows the orderer to select whether to specify a delivery service or a store before displaying the delivery service selection screen D1 and the store selection screen D2. Furthermore, if there are multiple deliverers who deliver using the first delivery service, the display control unit 16 may display a screen that accepts the orderer's selection of a deliverer to be used from among the multiple deliverers. Similarly, if there are multiple agents who deliver using the second delivery service, the display control unit 16 may display a screen that accepts the orderer's selection of an agent to be used from among the multiple agents.

[0107] The communication unit 18 communicates with the store terminal 30, the orderer terminal 50, and the agent terminal 40 via the network N. The communication unit 18 may be a communication interface for performing communication via wire or wireless.

[0108] The storage unit 19 is a storage device that stores programs for realizing each function of the service providing device 10. The storage unit 19 also stores the above-mentioned customer status information 191, employee status information 192, environmental information 193, and trained model 194.

[0109] The above describes the configuration of the service providing system 1. The above-described configuration of the service providing system 1 is merely an example and may be modified as appropriate. For example, when some or all of the components of the service providing device 10, the store terminal 30, the agent terminal 40, and the orderer terminal 50 are realized by multiple service providing devices, circuits, etc., the multiple service providing devices, circuits, etc. may be centrally or decentralized. For example, the service providing devices, circuits, etc. may be realized as a client-server system, a cloud computing system, or the like, connected via a communication network. Furthermore, for example, the functions of the service providing device 10 may be provided in a SaaS (Software as a Service) format.

[0110] Furthermore, for example, in the above description, the service providing device 10 is configured to store the customer status information 191, the employee status information 192, the environmental information 193, and the trained model 194 in the memory unit 19, but these may be stored in a device other than the service providing device 10. Furthermore, for example, the learning unit that trains the trained model 194 may be provided in a device other than the service providing device 10.

[0111] (Processing of Service Providing Device 10) Next, processing performed by the service providing device 10 will be described with reference to Fig. 9 and Fig. 10. Fig. 9 is a flowchart showing the flow of processing up to when the service providing device 10 accepts an order. Fig. 10 is a flowchart showing the flow of processing after the service providing device 10 accepts an order.

[0112] First, referring to FIG. 9 , the process up to when the service providing device 10 accepts an order will be described. It is assumed that in the store ST, the store terminal 30 detects customer status information and employee status information using data detected by the sensor unit 20 and transmits this information to the service providing device 10. The store terminal 30 detects customer status information and employee status information at predetermined time intervals and transmits the detection results to the service providing device 10 at predetermined time intervals. The service providing device 10 stores the information received from the store terminal 30 in the storage unit 19 as customer status information 191 and employee status information 192. Furthermore, the service providing device 10 acquires environmental information from a weather forecast service or the like at any time and stores the information in the storage unit 19 as environmental information 193.

[0113] First, the acquisition unit 11 acquires customer situation information (S11). For example, the acquisition unit 11 refers to the customer situation information 191 and acquires information within a predetermined period from the target estimation date and time. The target estimation date and time indicates the time for which the congestion status of the store ST is to be estimated. The customer situation information may be, for example, information on the number of customers in the store ST, the length of time customers spend in the store ST, the operating status of the payment devices in the store ST, or the number of customers waiting to pay in the store ST.

[0114] Next, the congestion estimation unit 12 estimates the congestion state of the store ST based on the customer situation information (S12). The congestion estimation unit 12 may estimate the congestion state using a trained model 194 that has been trained in advance. The congestion estimation unit 12 may estimate the congestion state further based on environmental information 193. The environmental information 193 is, for example, the weather, temperature, or event information around the store ST.

[0115] Next, the determination unit 13 determines the first and second order acceptability quantities based on the congestion status (S13). The first and second order acceptability quantities are the acceptability numbers of orders for the first and second delivery services, respectively. For example, the determination unit 13 determines the first and second order acceptability quantities by adding or subtracting a number corresponding to the congestion status to or from the first and second base order acceptability quantities, which are the standards for the first and second order acceptability quantities.

[0116] Specifically, the determination unit 13 first determines whether the store ST is congested based on the congestion state estimated by the congestion estimation unit 12 (S14). If it is determined that the store ST is congested (YES in S14), the determination unit 13 determines the first and second order acceptability quantities, respectively, by, for example, subtracting a number corresponding to the congestion state from the first and second reference order acceptability quantities (S15). If it is determined that the store ST is not congested (NO in S14), the determination unit 13 determines, for example, the first and second reference order acceptability quantities as the first and second order acceptability quantities, respectively (S16).

[0117] The determination unit 13 may refer to the employee status information 192 and determine the first and second order acceptability quantities based on the employee allocation status, work status, etc. The determination unit 13 may determine the first and second order acceptability quantities based on the congestion level indicating the congestion status.

[0118] For example, when the congestion level is equal to or greater than a first threshold, the determination unit 13 subtracts the first order acceptability quantity to a predetermined number. When the congestion level is equal to or greater than a second threshold, the determination unit 13 subtracts the second order acceptability quantity to a predetermined number. Note that the second threshold is greater than the first threshold. The predetermined number is, for example, 0.

[0119] Next, the order receiving unit 14 determines whether the first or second order acceptable quantity determined by the determination unit 13 is 0 (S17). If the order receiving unit 14 determines that both the first and second order acceptable quantities are not 0 (NO in S17), the order receiving unit 14 accepts orders based on the first and second order acceptable quantities (S18). If order acceptance has not started, the order receiving unit 14 starts accepting orders, and if order acceptance has already been disclosed, the order receiving unit 14 continues accepting orders.

[0120] Although not shown, the orderer accesses a predetermined product page via the store terminal 30, selects a product, and places an order. The display control unit 16 may cause the orderer terminal 50 to display a delivery service selection screen D1 and a store selection screen D2 shown in Figures 7 and 8. When the order is completed, the orderer terminal 50 transmits product order information to the service providing device 10.

[0121] When the order receiving unit 14 determines that either the first or second order acceptability quantity is 0 (YES in S17), it stops accepting orders for the delivery service for which the order acceptability quantity has become 0 (S19). The resumption prediction unit 15 refers to the customer status information 191, employee status information 192, and environmental information 193, predicts the timing for resuming acceptance of the stopped orders, and displays this on the display unit 51 of the orderer terminal 50 (S20).

[0122] Next, referring to FIG. 10, the process performed by the service providing device 10 after accepting an order will be described. First, the order accepting unit 14 determines whether or not order information has been received from the orderer terminal 50 (S21). If order information has not been received (NO in S21), the order accepting unit 14 repeats the process of step S21. If order information has been received (YES in S21), the order accepting unit 14 determines whether the type of delivery service ordered is the first delivery service or the second delivery service (S22).

[0123] If the delivery service type is the first delivery service (first delivery service in S22), the order receiving unit 14 transmits order information to the store terminal 30 (S23). The order information may include, for example, the order number, order details, delivery date and time, and orderer information. The store terminal 30, for example, displays the order information on the display unit 36. This allows employee A of the store ST to visually confirm the order information and perform the tasks of picking, paying, and packing the products. Employee A then hands the products over to delivery person B, who then delivers them.

[0124] Furthermore, if the delivery service type is the second delivery service (second delivery service in S22), the order receiving unit 14 transmits the order information to the agent terminal 40 (S24). The agent terminal 40 displays the order information on the display unit 41. This allows the agent C to visually check the order information and perform the tasks of picking, settling, packing, and delivering the products.

[0125] As described above, the service providing system 1 according to this embodiment manages the acceptance of orders for the first and second delivery services, which have different burdens on store employees. In addition, in the service providing system 1, the service providing device 10 acquires customer status information indicating the status of customers in the store, and estimates the congestion status of the store based on the customer status information.

[0126] Then, the service providing device 10 determines first and second order acceptability numbers indicating the acceptability numbers of orders for the first and second delivery services, respectively, based on the congestion status. The service providing device 10 accepts orders for the first and second delivery services, respectively, based on the determined first and second order acceptability numbers.

[0127] In this way, the service providing device 10 can manage the number of orders that can be accepted for the first and second delivery services separately. As a result, even if the number of orders that can be accepted for one of the services becomes zero, it is possible to continue accepting orders for the other service. Therefore, for example, even if the store is crowded and there is a shortage of employees to handle the first delivery service, the service providing device 10 can stop accepting orders for only the first delivery service and continue accepting orders for the second delivery service.

[0128] With this configuration, the service providing device 10 can appropriately manage the receipt of orders for multiple delivery services that have different employee burdens in the store, and thereby reduce the possibility of losing sales opportunities for products.

[0129] <Example of Hardware Configuration> Each functional component of the service providing devices 10 and 100, the store terminal 30, the agent terminal 40, and the orderer terminal 50 (hereinafter referred to as "service providing devices 10, etc.") may be realized by hardware that realizes each functional component (e.g., a hardwired electronic circuit, etc.), or may be realized by a combination of hardware and software (e.g., a combination of an electronic circuit and a program that controls it). Below, a case where each functional component of the service providing device 10, etc., is realized by a combination of hardware and software will be further described.

[0130] 11 is a block diagram illustrating an example of the hardware configuration of a computer 900 that realizes the service providing device 10, etc. The computer 900 may be a dedicated computer designed to realize the service providing device 10, etc., or may be a general-purpose computer. The computer 900 may also be a portable computer such as a smartphone or a tablet terminal.

[0131] For example, by installing a predetermined application on the computer 900, the computer 900 realizes each function of the service providing device 10, etc. The application is configured by a program for realizing the functional components of the service providing device 10, etc.

[0132] The computer 900 has a bus 902, a processor 904, a memory 906, a storage device 908, an input / output interface 910, and a network interface 912. The bus 902 is a data transmission path for the processor 904, the memory 906, the storage device 908, the input / output interface 910, and the network interface 912 to transmit and receive data to and from each other. However, the method of connecting the processor 904 and other components to each other is not limited to a bus connection.

[0133] The processor 904 is a variety of processors, such as a central processing unit (CPU), a graphics processing unit (GPU), a field-programmable gate array (FPGA), or a quantum processor (quantum computer control chip). The memory 906 is a main storage device realized using a random access memory (RAM) or the like. The storage device 908 is an auxiliary storage device realized using a hard disk, a solid state drive (SSD), a memory card, a read only memory (ROM), or the like.

[0134] The input / output interface 910 is an interface for connecting the computer 900 with input / output devices. For example, the input / output interface 910 is connected to an input device such as a keyboard and an output device such as a display device.

[0135] The network interface 912 is an interface for connecting the computer 900 to a network. This network may be a LAN (Local Area Network) or a WAN (Wide Area Network).

[0136] The storage device 908 stores programs (programs that realize the above-mentioned applications) that realize the functional components of the service providing device 10, etc. The processor 904 reads these programs into the memory 906 and executes them to realize the functional components of the service providing device 10, etc.

[0137] Each processor executes one or more programs containing instructions for causing a computer to perform the algorithms described with reference to the figures. The programs contain instructions (or software code) that, when loaded into a computer, cause the computer to perform one or more functions described in the embodiments. The programs may be stored on various types of non-transitory computer-readable or tangible storage media. By way of example and not limitation, non-transitory computer-readable or tangible storage media include random-access memory (RAM), read-only memory (ROM), flash memory, solid-state drive (SSD) or other memory technologies, CD-ROM, digital versatile disc (DVD), Blu-ray disc or other optical disk storage, magnetic cassette, magnetic tape, magnetic disk storage or other magnetic storage devices. The programs may also be transmitted over various types of transitory computer-readable or communication media. By way of example and not limitation, transitory computer-readable or communication media include electrical, optical, acoustic, or other forms of propagated signals.

[0138] The present disclosure is not limited to the above-described embodiment, and can be modified as appropriate without departing from the spirit of the present disclosure. For example, in the above-described service providing system 1, the service providing device 10 and the store terminal 30 are shown as separate devices, but this is not limiting. The store terminal 30 may be configured to have the functions of the service providing device 10.

[0139] Some or all of the above embodiments can be described as, but are not limited to, the following supplementary notes. (Supplementary Note 1) A service provision device that manages the acceptance of orders for first and second delivery services that have different employee workloads in a store, comprising: an acquisition means for acquiring customer status information that indicates the status of customers in the store; a congestion estimation means for estimating a congestion status of the store based on the customer status information; a determination means for determining first and second order acceptability numbers that indicate the acceptability numbers of orders for the first and second delivery services based on the congestion status, respectively; and an order acceptance means for accepting orders for the first and second delivery services based on the first and second order acceptability numbers. (Supplementary Note 2) The service provision device described in Supplementary Note 1, wherein the customer status information includes at least one of the number of customers in the store, the length of time that customers stay in the store, the operating status of a payment device in the store, and the number of customers waiting to pay at the store. (Supplementary Note 3) The service provision device according to Supplementary Note 1 or 2, wherein the determination means determines the first and second base order acceptability quantities by adding or subtracting a number according to the congestion status to or from first and second base order acceptability quantities, which are standards for the first and second order acceptability quantities. (Supplementary Note 4) The service provision device according to any one of Supplementary Notes 1 to 3, wherein the order acceptance means, when either the first or second order acceptability quantities becomes 0, suspends acceptance of orders for the delivery service corresponding to the order acceptability quantity that has become 0. (Supplementary Note 5) The service provision device according to Supplementary Note 4, further comprising resumption prediction means for predicting, when acceptance of orders for at least one of the first and second delivery services is suspended, when acceptance of the suspended orders will resume, based on the customer status information. (Supplementary Note 6) The service providing device described in any one of Supplementary Notes 1 to 5, wherein the first delivery service imposes a greater burden on the employees than the second delivery service, and the determining means subtracts the first number of orders that can be accepted to a predetermined number when the congestion level indicating the congestion situation is equal to or greater than a first threshold, and subtracts the second number of orders that can be accepted to the predetermined number when the congestion level is equal to or greater than a second threshold that is greater than the first threshold.(Supplementary Note 7) The service providing device according to any one of Supplements 1 to 6, further comprising: a display control means for displaying a display screen on a display means of an orderer terminal that orders the first or second delivery service, wherein the display control means causes the display means to display a delivery service selection screen that accepts a selection of a delivery service to be used by the orderer from the first and second delivery services, and a store selection screen that accepts a selection of a store to be used by the orderer from a plurality of stores that offer the first and second delivery services. (Supplementary Note 8) The service providing device according to any one of Supplements 1 to 7, wherein the acquisition means further acquires employee status information that indicates the status of employees at the store, and the determination means determines the first and second acceptable order quantities further based on the employee status information. (Supplementary Note 9) The service providing device according to any one of Supplements 1 to 8, wherein the acquisition means further acquires environmental information that indicates an environment around the store, and the congestion estimation means estimates the congestion status further based on the environmental information. (Supplementary Note 10) A service provision system that manages the acceptance of orders for first and second delivery services that have different employee workloads in a store, comprising: a sensor for detecting customer status information that indicates the status of customers in the store; and a service provision device, wherein the service provision device comprises: an acquisition means for acquiring the customer status information detected using the sensor; a congestion estimation means for estimating a congestion status of the store based on the customer status information; a determination means for determining first and second order acceptability numbers that indicate the acceptability numbers of orders for the first and second delivery services based on the congestion status, respectively; and an order acceptance means for accepting orders for the first and second delivery services based on the first and second order acceptability numbers. (Supplementary Note 11) The service provision system described in Supplementary Note 10, wherein the customer status information includes at least one of the number of customers in the store, the length of time that customers stay in the store, the operating status of a payment device in the store, and the number of customers waiting to pay at the store.(Supplementary Note 12) A service provision method for managing the acceptance of orders for first and second delivery services that have different employee workloads at a store, comprising the steps of: acquiring customer status information indicating the status of customers at the store; estimating a congestion state of the store based on the customer status information; determining first and second order acceptability numbers indicating the number of orders that can be accepted for the first and second delivery services, respectively, based on the congestion state; and accepting orders for the first and second delivery services based on the first and second order acceptability numbers. (Supplementary Note 13) The service provision method described in Supplementary Note 12, wherein the customer status information includes at least one of the number of customers at the store, the length of time that customers stay at the store, the operating status of a payment device at the store, and the number of customers waiting to pay at the store. (Supplementary Note 14) A non-transitory computer-readable medium storing a program to be executed by a computer of a service providing device that manages the acceptance of orders for first and second delivery services that have different employee workloads in a store, the program causing the computer to execute the following: an acquisition process to acquire customer status information that indicates the status of customers in the store, a congestion estimation process to estimate a congestion status of the store based on the customer status information, a determination process to determine first and second order acceptability numbers that indicate the acceptability numbers of orders for the first and second delivery services based on the congestion status, and an order acceptance process to accept orders for the first and second delivery services based on the first and second order acceptability numbers. (Supplementary Note 15) The non-transitory computer-readable medium according to Supplementary Note 14, wherein the customer status information includes at least one of the number of customers in the store, the length of time that customers stay in the store, the operating status of a payment device in the store, and the number of customers waiting to pay at the store.

[0140] 1 Service provision system 10 Service provision device 11 Acquisition unit 12 Congestion estimation unit 13 Determination unit 14 Order reception unit 15 Resumption prediction unit 16 Display control unit 18 Communication unit 19 Memory unit 20 Sensor unit 21 Camera 30 Store terminal 31 Customer status detection unit 32 Employee status detection unit 33 Order information acquisition unit 34 Notification unit 36 ​​Display unit 38 Communication unit 39 Memory unit 40 Agent terminal 41 Display unit 50 Orderer terminal 51 Display unit 100 Service provision device 101 Acquisition unit 102 Congestion estimation unit 103 Determination unit 104 Order reception unit 191 Customer status information 192 Employee status information 193 Environmental information 194 Trained model 391 Work information 900 Computer 902 Bus 904 Processor 906 Memory 908 Storage device 910 Input / output interface 912 Network interface A Employee B Deliverer C Agent D1 Delivery service selection screen D2 Store selection screen N Network ST Store

Claims

1. A service providing device that manages acceptance of orders for first and second delivery services that have different burdens on store employees, an acquisition means for acquiring customer situation information indicating the situation of the customer at the store; a congestion estimation means for estimating a congestion state of the store based on the customer status information; a determining means for determining first and second order acceptability numbers indicating the acceptability numbers of orders for the first and second delivery services, respectively, based on the congestion status; an order receiving means for receiving orders for the first and second delivery services based on the first and second order acceptability numbers, respectively; Service providing device.

2. The customer status information includes at least one of the number of customers in the store, the length of time the customers stay in the store, the operating status of the payment terminals in the store, and the number of customers waiting to pay in the store. The service providing device according to claim 1 .

3. The determining means determines the first and second order acceptability quantities by adding or subtracting a number according to the congestion status to or from first and second reference order acceptability quantities that are standards for the first and second order acceptability quantities, respectively. The service providing device according to claim 1 or 2.

4. When either the first or second order acceptability number becomes 0, the order accepting means stops accepting orders for the delivery service corresponding to the order acceptability number that has become 0. The service providing device according to claim 1 or 2.

5. The system further includes a resumption prediction means for predicting, when acceptance of orders for at least one of the first and second delivery services is suspended, a timing at which acceptance of the suspended orders will resume based on the customer status information. The service providing device according to claim 4 .

6. the first delivery service imposes a greater burden on the employees than the second delivery service; The determining means reduces the first order acceptability quantity to a predetermined number when the congestion level indicating the congestion state is equal to or greater than a first threshold, and reduces the second order acceptability quantity to the predetermined number when the congestion level is equal to or greater than a second threshold that is greater than the first threshold. The service providing device according to claim 1 or 2.

7. Further, a display control means is provided for displaying a display screen on a display means of an orderer terminal for ordering the first or second delivery service, The display control means causes the display means to display a delivery service selection screen that accepts a selection of a delivery service to be used by the orderer from among the first and second delivery services, and a store selection screen that accepts a selection of a store to be used by the orderer from among a plurality of stores that provide the first and second delivery services. The service providing device according to claim 1 or 2.

8. A service providing system that manages the acceptance of orders for first and second delivery services that have different employee burdens in a store, a sensor for detecting customer situation information indicating a situation of a customer in the store; and a service providing device; the service providing device, an acquisition means for acquiring the customer situation information detected by the sensor; a congestion estimation means for estimating a congestion state of the store based on the customer status information; a determining means for determining first and second order acceptability numbers indicating the acceptability numbers of orders for the first and second delivery services, respectively, based on the congestion status; an order receiving means for receiving orders for the first and second delivery services based on the first and second order acceptability numbers, respectively; Service delivery system.

9. A service providing method for managing the acceptance of orders for first and second delivery services that have different burdens on store employees, comprising: acquiring customer situation information indicating the situation of the customer at the store; Estimating the congestion status of the store based on the customer status information; determining first and second order acceptance numbers indicating the numbers of orders that can be accepted for the first and second delivery services, respectively, based on the congestion status; Accepting orders for the first and second delivery services based on the first and second order acceptance capacities, respectively. Service delivery methods.

10. A program executed by a computer of a service providing device that manages the acceptance of orders for first and second delivery services that have different burdens on store employees, The program an acquisition process for acquiring customer situation information indicating the situation of the customer at the store; a congestion estimation process for estimating a congestion state of the store based on the customer status information; a determination process for determining first and second order acceptability numbers indicating the acceptability numbers of orders for the first and second delivery services, respectively, based on the congestion status; and an order receiving process for receiving orders for the first and second delivery services based on the first and second order acceptability quantities. program.