Retail Video Analytics for Customer Service Adaptation
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Solution Overview
Problem
It is challenging to specify a customer service operation that is suitable for the purchasing behavior of individuals in retail stores, where various behaviors are exhibited by different people, making it difficult to provide effective service that enhances conversion rates.
Innovation Solution
An information processing system that extracts and tracks individuals from video images, specifies their behaviors, and determines a customer service operation based on behavior types, using existing object detection and skeleton analysis technologies to provide tailored service to customers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If video analysis and behavior tracking are implemented to specify customer service operations, then customer service suitability and conversion rates are improved, but system complexity and implementation difficulty increase
Solution Approach 1:
The system employs a multi-functional integrated approach where a single information processing system performs video capture, object detection, behavior tracking, and customer service specification simultaneously. This universal system handles multiple functions that would otherwise require separate systems, reducing overall complexity while maintaining high adaptability to various customer behaviors and service scenarios.
Solution Approach 2:
The patent introduces an intermediary information processing system that acts as a mediator between raw video data and customer service decisions. This intermediary layer processes video frames, detects objects, tracks behaviors, and translates them into actionable customer service specifications, simplifying the complexity by creating a structured intermediate representation layer.
2Productivity
If real-time behavior tracking and analysis are performed on multiple customers, then conversion rates are improved, but processing time and computational resources increase
Solution Approach 1:
The system performs preliminary actions by pre-defining behavior types and their associated customer service operations before actual customer analysis. The behavior type definition unit establishes a framework of predefined behavior categories and corresponding service actions in advance, allowing the tracking unit to quickly match observed behaviors to predefined categories without performing complex real-time analysis, thus reducing processing time while maintaining high conversion rate optimization.
3Measurement precision
If detailed behavior specification is implemented for each customer, then service precision is improved, but information processing complexity increases
Solution Approach 1:
The patent segments the complex task of behavior analysis into distinct functional units: a behavior detection unit that identifies basic actions, a behavior type definition unit that categorizes behaviors into predefined types, and a customer service specification unit that determines appropriate services. This segmentation allows each unit to focus on a specific aspect of behavior analysis, improving precision while managing complexity through modular processing.
Solution Approach 2:
The system changes parameters by transforming continuous video data into discrete behavior types. The behavior type definition unit establishes categorical parameters for different behavior types, allowing the system to process detailed behavior information by converting it into standardized parameter categories that are easier to handle and analyze, thus improving precision without proportionally increasing processing complexity.
Data Source
AI summary
A non-transitory computer-readable recording medium stores therein an information processing program that causes a computer to execute a process including, extracting a person and a commodity product from a video image in which an inside of a store is captured, tracking the extracted person, specifying a behavior exhibited by the tracked person with respect to the commodity product, specifying a first behavior type that is reached by a first behavior exhibited by the tracked person with respect to the commodity product from among a plurality of behavior types in each of which a transition of processes of the behaviors exhibited between a behavior of entering the inside of the store and a behavior of purchasing the commodity product in the inside of the store is defined, and specifying, based on the first behavior type, content of a customer service provided with respect to the tracked person.