JP6891759B2 - Remote customer service program, remote customer service method and remote customer service device - Google Patents

Description

The present invention relates to a remote customer service program, a remote customer service method, and a remote customer service device.

The technique of selecting a salesperson when selecting a product is known. For example, there is known a technology related to a cosmetics sales server that can easily sell by a purchase method preferred by a customer. The server is connected to the client via a network and sends information on cosmetics to be sold to the client. When the client user wishes to purchase cosmetics based on the cosmetics information, the server causes the user to select one of the purchase method by door-to-door sales and the purchase by store sales as the purchase method desired by the user.

In addition, technology related to a sales support system that establishes a procurement route between products and sales equipment and enables market development that meets consumer needs is also known. The system extracts product sales areas and creates sales categories based on regional information such as population distribution, age group, and geographical conditions, and market information such as product sales trends and market trends. The system selects sellers with store types and sales types that match regional information and market information, and is based on the field of products handled by the supplier, the area where the product can be provided, the type of industry of the supplier, etc. Create a supplier classification. The system also creates a product classification and selects suitable suppliers based on the selected classification.

Japanese Unexamined Patent Publication No. 2002-222337 Japanese Unexamined Patent Publication No. 2004-310556

However, the above-mentioned technique introduces a salesperson in a neighborhood area of the customer, and does not contact the salesperson in a remote place and the customer. For example, when a customer selects clothes that he / she wants to visit at a travel destination, the above technology cannot specify the area of the travel destination and contact a salesperson in that area.

One aspect is to provide a remote customer service program, a remote customer service method, and a remote customer service device that can realize customer service according to the area of use.

In one embodiment, the remote customer service program causes a computer to perform a process of accepting input or selection of information identifying a product and information identifying an area where the product is planned to be used from a customer's terminal. The remote customer service program causes a computer to perform a process of identifying a salesperson who handles the product and is related to the area. In addition, the remote customer service program causes the computer to execute a process of communicating between the terminal of the selected salesperson and the terminal of the customer.

According to one aspect, it is possible to realize customer service according to the area of use.

FIG. 1 is a diagram showing an example of a remote customer service system according to the first embodiment. FIG. 2 is a diagram showing an example of a clerk DB in the first embodiment. FIG. 3 is a diagram showing an example of the image DB in the first embodiment. FIG. 4 is a diagram showing an example of the area selection screen in the first embodiment. FIG. 5 is a diagram showing an example of the product type selection screen in the first embodiment. FIG. 6 is a diagram showing an example of a clerk selection screen in the first embodiment. FIG. 7 is a diagram showing an example of the clerk SNS screen in the first embodiment. FIG. 8 is a diagram showing an example of a remote customer service screen according to the first embodiment. FIG. 9 is a diagram showing an example of the product selection screen in the first embodiment. FIG. 10 is a flowchart showing an example of remote customer service processing in the first embodiment. FIG. 11 is a diagram showing an example of the remote customer service system according to the second embodiment. FIG. 12 is a diagram showing an example of the clerk DB in the second embodiment. FIG. 13 is a diagram showing an example of the image DB in the second embodiment. FIG. 14 is a diagram showing an example of the regional DB in the second embodiment. FIG. 15 is a diagram showing an example of the state DB in the second embodiment. FIG. 16 is a diagram showing an example of a clerk selection screen in the second embodiment. FIG. 17 is a flowchart showing an example of remote customer service processing in the second embodiment. FIG. 18 is a diagram showing an example of the interest category selection screen in the third embodiment. FIG. 19 is a diagram showing an example of a computer that executes a remote customer service program.

Hereinafter, examples of the remote customer service program, the remote customer service method, and the remote customer service device disclosed in the present application will be described in detail with reference to the drawings. The present invention is not limited to this embodiment. In addition, the examples shown below may be appropriately combined as long as they do not cause a contradiction.

The remote customer service system in this embodiment realizes customer service between a customer and a clerk in a remote location, for example, in a clothing store having stores in various places. The clerk is an example of a sales clerk. The remote customer service system in this embodiment will be described with reference to FIG. FIG. 1 is a diagram showing an example of a remote customer service system according to the first embodiment. The remote customer service system 1 shown in FIG. 1 includes a remote customer service device 100, a plurality of customer terminals 600, and a plurality of clerk terminals 700.

In this embodiment, the remote customer service device 100, the customer terminal 600, and the clerk terminal 700 are communicably connected through a wireless or wired network N. The number of customer terminals 600 and clerk terminals 700 in FIG. 1 is an example, and the remote customer service system 1 may be configured to include an arbitrary number of customer terminals 600 and clerk terminals 700.

The customer terminal 600 shown in FIG. 1 is used by a customer or the like who wishes to purchase a product. When the customer terminal 600 receives a customer service request from a customer at a store in a remote location, the customer terminal 600 transmits information for identifying a product to be considered for purchase and information for specifying an area where the product is to be used to the remote customer service device 100. To do. The customer terminal 600 is, for example, a portable computer such as a smartphone, a tablet, or a notebook computer, but is not limited to this, and may be a stationary computer or the like.

The clerk terminal 700 shown in FIG. 1 is used by a clerk or the like belonging to each store. When the clerk terminal 700 receives a customer service request from the customer, the clerk terminal 700 realizes remote customer service between the clerk and the customer by communicating with the customer terminal 600 using, for example, a videophone function. The clerk terminal 700 is, for example, a portable computer such as a tablet, a smartphone, or a notebook computer, but is not limited to this, and may be a stationary computer or the like.

When the remote customer service device 100 shown in FIG. 1 receives information for specifying a product to be considered for purchase and information for specifying an area where the product is planned to be used from the customer terminal 600, it outputs information about a clerk who meets the conditions. .. When the remote customer service device 100 in the present embodiment receives the selection of the clerk from the customer terminal 600 among the clerk who meets the conditions, the remote customer service device 100 causes the selected clerk terminal 700 to communicate with the customer terminal 600. , It is possible to realize customer service according to the area of use.

[Functional block]
Next, the functional configuration of the remote customer service device 100 in this embodiment will be described with reference to FIG. The remote customer service device 100 includes a communication unit 111, a storage unit 120, and a control unit 130.

The communication unit 111 controls communication with other computers such as the customer terminal 600 and the clerk terminal 700 regardless of whether they are wired or wireless. The communication unit 111 is, for example, a communication interface such as a NIC (Network Interface Card).

The storage unit 120 stores, for example, a program executed by the control unit 130, various data such as image data described later, and the like. In addition, the storage unit 120 has a clerk DB 121 and an image DB 122. The storage unit 120 corresponds to semiconductor memory elements such as RAM (Random Access Memory), ROM (Read Only Memory), and flash memory, and storage devices such as HDD (Hard Disk Drive).

The clerk DB 121 stores information about a clerk who serves customers at a remote location. FIG. 2 is a diagram showing an example of a clerk DB in the first embodiment. As shown in FIG. 2, the clerk DB 121 stores, for example, "region" and "store", "name", "handled item" and "photograph", and "comment" in association with "clerk ID". To do. The clerk DB 121 in this embodiment stores one record for each clerk. The information stored in the clerk DB 121 is input by, for example, the reception unit 131, which will be described later.

In FIG. 2, the “clerk ID” stores an identifier (IDentifer) that uniquely identifies the clerk. The "region" and "store" store the store to which the clerk belongs and the region where the store is located. In this embodiment, the “region” is, for example, a prefecture, but the unit is not limited to this, and a local block or a municipality may be a unit.

In FIG. 2, the “name” stores the name of the clerk, and the “handling item” stores the item handled by the clerk. The "photograph" stores the file name of the image data of the face photograph of the clerk. The "comment" stores the comment input by the clerk. The comment may be related to the handling item such as the clerk ID "AAA001", or may be related to the hobby of the clerk such as the clerk ID "JJJ011". The information stored in the clerk DB 121 is an example, and other information such as the age and gender of the clerk may be further stored, or a part of the information shown in FIG. 2 may not be stored. .. In addition, some items in the record may be blank, such as when a comment is not registered.

Returning to FIG. 1, the image DB 122 stores information about the image regarding the clerk. FIG. 3 is a diagram showing an example of the image DB in the first embodiment. As shown in FIG. 3, the image DB 122 stores, for example, a “clerk ID”, a “photograph”, and a “category” in association with the “image ID”. In this embodiment, the image DB 122 stores one record for each image relating to the clerk. The information stored in the image DB 122 is input by, for example, the reception unit 131 that has received the registration of the image by the clerk through the clerk terminal 700.

In FIG. 3, the “image ID” stores an identifier that uniquely identifies the image. The "photograph" stores the file name of the image data of the photograph related to the clerk. The "category" stores information about the category of the photograph, such as "restaurant" or "book". The information stored in the clerk DB 121 is an example, and other information such as a comment written by the clerk on the image may be further stored, and a part of the information shown in FIG. 3 is not stored. It may be. In addition, some items in the record may be blank, such as when a category is not registered.

Next, the control unit 130 is a processing unit that controls the overall processing of the remote customer service device 100. The control unit 130 is realized by, for example, a CPU (Central Processing Unit), an MPU (Micro Processing Unit), or the like executing a program stored in an internal storage device using a RAM as a work area. Further, the control unit 130 may be realized by, for example, an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array).

The control unit 130 includes a reception unit 131, a specific unit 132, an output unit 133, and a communication control unit 134. The reception unit 131, the specific unit 132, the output unit 133, and the communication control unit 134 are examples of electronic circuits included in the processor and examples of processes executed by the processor.

The reception unit 131 receives various requests and inputs from the customer terminal 600 and the clerk terminal 700. The reception unit 131 receives from the customer terminal 600, for example, through the communication unit 111, a customer service request including information for specifying a product to be considered for purchase and information for specifying an area where the product is planned to be used. The reception unit 131 outputs information for specifying the product to be considered for purchase and information for specifying the area where the product is planned to be used to the specific unit 132.

By displaying the screens shown in FIGS. 4 and 5 on the customer terminal 600, the reception unit 131 specifies information for identifying the product to be considered for purchase from the customer terminal 600 and the area where the product is planned to be used. Get the information to do. FIG. 4 is a diagram showing an example of the area selection screen in the first embodiment. Note that FIG. 4 is an example of a screen for selecting an area where a store clerk who wishes to serve customers belongs in a clothing store having stores in various places. Further, in the following examples, the same parts as those shown in the drawings described above are designated by the same reference numerals, and duplicate description will be omitted.

As shown in FIG. 4, the area selection screen 8100 includes an area 8101 for displaying the purchase history of the customer and an area 8111 for selecting the area. In the area 8101, information such as an image of a product that the customer has purchased in the past is displayed. The customer selects the area by selecting the area where the store to which the clerk who wants to serve the customer belongs is located on the map displayed in the area 8111. FIG. 4 shows an example in which a customer taps and selects Hokkaido 8171 as an area where a store clerk who wishes to serve customers belongs. The customer terminal 600 that has received the customer's selection of the area transmits the information about the selected area to the remote customer service device 100. The configuration for accepting the selection of the area by the customer is not limited to this, and may be a configuration using, for example, a radio button or a pull-down menu.

Next, FIG. 5 is a diagram showing an example of the product type selection screen in the first embodiment. As shown in FIG. 5, the product type selection screen 8200 includes an area 8101 for displaying the purchase history of the customer and an area 8211 for selecting the product type. Area 8211 includes a label 8221 for each product type, a check box 8222, and an image 8223 for products belonging to each product type. The customer who operates the customer terminal 600 selects the product type by checking the check box 8222 of the product type to be considered for purchase and selecting the next button 8231. The customer terminal 600 that has received the selection of the product type by the customer transmits the information regarding the selected product type to the remote customer service device 100.

Note that FIG. 5 describes an example of selecting an item type, but the present invention is not limited to this. For example, the configuration may be such that the customer can directly select an individual item instead of the item type. For example, when the customer finds a product to be purchased in the image 8223, the customer may be able to select the item itself by directly selecting the image instead of the check box 8222.

In addition, the reception unit 131 receives information about the store clerk and image information about the store clerk from the store clerk terminal 700 through the communication unit 111. The reception unit 131 updates the clerk DB 121 using the received information about the clerk. In addition, the reception unit 131 stores image data related to the clerk in the storage unit 120 and stores image information about the clerk in the image DB 122.

Next, the identification unit 132 identifies the product to be purchased and the clerk who matches the area where the product is planned to be used. The specific unit 132 searches the clerk DB 121 for a clerk who belongs to a store in the area, using the information output from the reception unit 131 to specify the area where the product is to be used. In addition, the specific unit 132 searches the store clerk DB 121 for a store clerk who handles the product, using the information output from the reception unit 131 to specify the product to be considered for purchase. Then, the specific unit 132 outputs information about the store clerk that matches the conditions to the output unit 133.

Next, the output unit 133 outputs the information regarding the search result of the clerk to the customer terminal 600. When the output unit 133 receives the output of the information about the store clerk that matches the conditions from the specific unit 132, the output unit 133 refers to the store clerk DB 121 and the image DB 122 and acquires the information and the image data about the store clerk. Next, the output unit 133 transmits the screen data as shown in FIG. 6 to the customer terminal 600 through the communication unit 111.

FIG. 6 is a diagram showing an example of a clerk selection screen in the first embodiment. As shown in FIG. 6, the clerk selection screen 8300 includes an area 8101 for displaying the purchase history of the customer and an area 8311 for selecting the clerk. Area 8311 includes information 8321 and 8322 regarding the clerk who meets the conditions. Information about the clerk 8321 and 8322 include, for example, a photograph of the clerk's face, name, affiliation area, and affiliation store, as shown in FIG. The customer who sees the clerk selection screen 8300 selects the clerk by, for example, tapping the photo of the clerk who wants to serve the customer. The customer terminal 600 that has received the selection of the clerk by the customer transmits information about the selected clerk to the remote customer service device 100.

When the output unit 133 receives the information about the selected clerk, it outputs the SNS (Social Network Service) screen of the clerk including the detailed information of the clerk as shown in FIG. 7. FIG. 7 is a diagram showing an example of the clerk SNS screen in the first embodiment. As shown in FIG. 7, the clerk SNS screen 8400 includes an area 8401 for displaying a list of clerk and an area 8411 for selecting a product type. Area 8411 includes a clerk's face photo 8421 and a profile field 8422, and an area 8423 for displaying images related to the clerk.

When the customer terminal 600 accepts the customer's selection of the decision button 8431 displayed in the profile column 8422, the customer terminal 600 transmits information indicating that the clerk displayed in the area 8411 has been selected to the remote customer service device 100. The customer can display the SNS screen of the clerk in the area 8411 by selecting, for example, the face photograph of the clerk displayed in the area 8401. Further, the customer can return to the previous screen and select a clerk other than the clerk displayed in the area 8401 by selecting the button 8432 for returning to the selection screen displayed in the profile field 8422.

When the output unit 133 receives the information about the selected clerk from the customer terminal 600 through the communication unit 111, the output unit 133 outputs the information about the selected clerk to the communication control unit 134.

The communication control unit 134 controls communication regarding remote customer service between the customer terminal 600 and the store clerk terminal 700 of the store clerk selected by the customer. When the communication control unit 134 receives the information about the selected clerk from the output unit 133, the communication control unit 134 establishes the communication between the customer terminal 600 and the clerk terminal 700. Then, the communication control unit 134 causes both the customer terminal 600 and the clerk terminal 700 to display the remote customer service screen as shown in FIG. 8, for example, through the communication unit 111.

FIG. 8 is a diagram showing an example of a remote customer service screen according to the first embodiment. The remote customer service screen 8500 shown in FIG. 8 includes an area 8501 for displaying a customer's purchase history, an area 8522 for displaying a profile of a clerk, and an area 8523 for displaying an image related to the clerk. In the area 8501, the same information as the area 8101 for displaying the purchase history of the customer is displayed, and in the area 8522, the same information as the profile column 8422 of the clerk is displayed. Further, in the area 8523, an image similar to the area 8423 that displays an image related to the clerk is displayed.

Further, the remote customer service screen shown in FIG. 8 further includes an area 8551 in which a store clerk and a customer can communicate with each other by videophone. In the area 8551, for example, the customer terminal 600 displays a moving image of a clerk, and the clerk terminal 700 displays a moving image of a customer. Further, the customer terminal 600 and the clerk terminal 700 may be configured to perform a voice call or a text data communication such as a chat in parallel in addition to the video. As a result, the customer who uses the customer terminal 600 can receive the customer service of the clerk displayed in the area 8551.

Further, when the customer terminal 600 receives the selection of the image displayed in the area 8523, the customer terminal 600 transmits the information regarding the selected image to the clerk terminal 700. On the other hand, when the clerk terminal 700 accepts the selection of the customer's purchase history displayed in the area 8501, the clerk terminal 700 transmits the information about the selected product to the customer terminal 600. As a result, the customer and the clerk can have a dialogue based on a common image or product.

Further, the communication control unit 134 causes both the customer terminal 600 and the clerk terminal 700 to display a screen for assisting the customer in selecting or purchasing a product, as shown in FIG. 9, through the communication unit 111. FIG. 9 is a diagram showing an example of the product selection screen in the first embodiment. The product selection screen 8600 shown in FIG. 9 has an area 8501 for displaying the purchase history of the customer, an area 8651 where the clerk and the customer can communicate with each other by videophone, and an area 8652 for displaying the image of the product to be selected. Including. In the area 8651, the same moving image as the area 8551 is displayed.

Further, the product selection screen shown in FIG. 9 further includes an area 8661 for displaying a fitting image of the product. In the area 8661, for example, a known image composition technique is used to synthesize an image of the product with the image of the customer, and the image is displayed as if the customer is trying on the product. As a result, the customer can check the fitting image of the product in stock at the store to which the clerk belongs even when the product is not at hand. In addition, the customer can apply for the purchase of the product of the selected image by moving the image of the product displayed in the area 8652 to the purchase button 8672 by, for example, a flick operation 8671. When the customer terminal 600 receives an application for purchasing a product by a customer, the customer terminal 600 transmits information about the selected product to the remote customer service device 100.

When the communication control unit 134 receives the information regarding the selection of the purchased product from the customer terminal 600 through the communication unit 111, the communication control unit 134 adds the selected product to the cart. Since the process of adding a product to a cart is the same as that of a known technique, detailed description thereof will be omitted.

Further, when the communication control unit 134 receives the end instruction of the remote customer service from the customer terminal 600 or the clerk terminal 700 through the communication unit 111, the communication control unit 134 ends the display of the remote customer service screen. Further, when the communication control unit 134 determines that the product has been added to the cart at the time of receiving the end instruction of the remote customer service, the communication control unit 134 performs the purchase process of the product added to the cart. Since the process of purchasing a product is the same as that of a known technique, detailed description thereof will be omitted.

[Processing flow]
Next, the process in this embodiment will be described with reference to FIG. FIG. 10 is a flowchart showing an example of remote customer service processing in the first embodiment. As shown in FIG. 10, the reception unit 131 of the remote customer service device 100 waits until, for example, the communication unit 111 receives information for identifying a product and a region related to remote customer service from the customer terminal 600 (S100: No).

When the reception unit 131 determines that the information for specifying the product and the area has been received (S100: Yes), the reception unit 131 outputs the information for specifying the product and the area to the specific unit 132. The specific unit 132 refers to the store clerk DB 121, identifies the store clerk corresponding to the product and the area, and outputs the output to the output unit 133 (S101).

The output unit 133 extracts an image corresponding to the specified store clerk from the image DB 122 (S102). Next, the output unit 133 transmits information about the clerk to the customer terminal 600 through the communication unit 111 together with the image (S103).

The customer terminal 600 displays a clerk selection screen including information and an image about the received clerk, and waits until the customer accepts the clerk's selection (S110: No). When the customer terminal 600 receives the selection of the clerk from the customer (S110: Yes), the customer terminal 600 transmits information about the selected clerk to the remote customer service device 100. The communication control unit 134 of the remote customer service device 100 causes the clerk terminal 700 and the customer terminal 600 of the selected store clerk to display the remote customer service screen through the communication unit 111 (S111).

Next, the communication control unit 134 determines whether or not the selection of the purchased product has been accepted from the customer terminal 600 (S120). When the communication control unit 134 determines that the selection of the purchased product is not accepted (S120: No), the communication control unit 134 shifts to S130. On the other hand, when the communication control unit 134 determines that the selection of the purchased product has been accepted (S120: Yes), the communication control unit 134 adds the product to the cart (S121) and shifts to S130.

Next, the communication control unit 134 determines whether or not the end instruction has been received from the customer terminal 600 (S130). When the communication control unit 134 determines that the end instruction is not received (S130: No), the communication control unit 134 returns to S120 and repeats the process. On the other hand, when the communication control unit 134 determines that the end instruction has been accepted (S130: Yes), the communication control unit 134 determines whether or not the purchased product has been added to the cart (S140). When the communication control unit 134 determines that the purchased product has not been added (S140: No), the communication control unit 134 ends the process. On the other hand, when the communication control unit 134 determines that the purchased product has been added (S140: Yes), the communication control unit 134 performs the product purchase process (S141) and then ends the process.

[effect]
As described above, the remote customer service program in the present embodiment causes the computer to execute a process of accepting input or selection of information specifying the product and information specifying the area where the product is planned to be used from the customer's terminal. The remote customer service program in this embodiment causes a computer to perform a process of identifying a salesperson related to the area who handles the product. Further, the remote customer service program in the present embodiment causes the computer to execute a process of causing communication between the terminal of the selected salesperson and the terminal of the customer. As a result, it is possible to realize customer service according to the area of use.

For example, if a customer residing in the Northern Hemisphere is visited in the Southern Hemisphere, the seasons will be reversed between the area of residence and the area of visit. Also, even if the area you live in and the place you visit are in the same Northern Hemisphere, the climate may be different. In such cases, it is difficult to determine and prepare what kind of clothing is appropriate for the visit before the visit. It is difficult for customers who are not familiar with the circumstances of the destination as well as the difference in climate to judge and prepare clothes that match the trends, culture, and customs of the area they are visiting. According to the remote customer service program in this embodiment, it is possible to communicate between the salesperson and the customer related to the area where the product is planned to be used, so that the customer service according to the area of use can be realized. As a result, the customer can make appropriate preparations for the destination at the pre-visit preparation stage.

In addition, the remote customer service program in this embodiment may accept information that identifies the product category as information that identifies the product in the accepting process. This makes it possible to select a clerk who can meet the customer's request.

Further, the remote customer service program in the present embodiment may extract an image related to the salesperson in the output process. This allows the customer and the salesperson to share an image-based topic.

By the way, when a customer wants to receive customer service according to the situation of a remote place such as a travel destination, it is conceivable that the target store does not exist in the remote place. In addition, even if the target store exists, the store clerk may not be able to receive customer service because the store clerk is serving other customers or is on vacation.

Even in such a case, if there is a clerk who has lived in the remote area or a clerk who has visited the remote area at the same time as the customer's scheduled travel time, the situation of the remote area is given to the customer. It may be possible to provide customer service according to the situation. In addition, if there is an area with a climate similar to that of the remote area at the time when the customer plans to travel, the clerk in the area may be able to provide the customer with customer service according to the situation of the remote area.

In this embodiment, a configuration will be described in which a clerk who can provide a customer service according to a usage area such as a remote place can be extracted from a wider target.

[Functional block]
The remote customer service system in this embodiment will be described with reference to FIG. FIG. 11 is a diagram showing an example of the remote customer service system according to the second embodiment. The remote customer service system 2 shown in FIG. 11 includes a remote customer service device 500, a plurality of customer terminals 600, and a plurality of clerk terminals 700. In the following examples, the same parts as those shown in the drawings described above are designated by the same reference numerals, and duplicate description will be omitted.

The remote customer service device 500 in this embodiment includes a communication unit 111, a storage unit 520, and a control unit 530.

The storage unit 520 stores, for example, a program executed by the control unit 530, various data such as image data described later, and the like. In addition, the storage unit 520 has a clerk DB 521, an image DB 522, an area DB 523, and a state DB 524. The storage unit 520 corresponds to semiconductor memory elements such as RAM, ROM, and flash memory, and storage devices such as HDD.

In addition to the information shown in FIG. 2, the clerk DB 521 further stores information on the past residence of the clerk. FIG. 12 is a diagram showing an example of the clerk DB in the second embodiment. As shown in FIG. 12, the clerk DB 521 further stores the “residential place 1” and the “residential place 2” in association with the “clerk ID” in addition to the items shown in FIG. 2, for example. The information stored in the clerk DB 521 is input by, for example, the reception unit 531 described later.

In FIG. 12, "residential place 1" and "residential place 2" each store the area where the clerk lived in the past. It should be noted that some items in the record may be blank, such as when the user has never moved.

Returning to FIG. 11, the image DB 522 further stores information regarding the area where the image was taken and the time when the image was taken, in addition to the information shown in FIG. FIG. 13 is a diagram showing an example of the image DB in the second embodiment. As shown in FIG. 13, the image DB 522 stores, for example, in addition to the items shown in FIG. 3, the “region” and the “shooting time” in association with the “image ID”. In this embodiment, the image DB 522 stores one record for each image about the clerk. The information stored in the image DB 522 is input by, for example, the reception unit 531 that receives the registration of the image by the clerk through the clerk terminal 700.

In FIG. 13, the “region” and the “shooting time” store the region and time when the image was taken. For example, by referring to the "region" and the "shooting time", it is possible to identify when and where the clerk went on a trip. It should be noted that some items in the record may be blank, such as when the clerk has not registered the time and area.

Returning to FIG. 11, the regional DB 523 stores information on the climate of each region. FIG. 14 is a diagram showing an example of the image DB in the second embodiment. As shown in FIG. 14, the area DB 523 stores, for example, the "January temperature" and the "February temperature" in association with the "region". The area DB 523 in this embodiment stores one record for each area. The information stored in the regional DB 523 is input, for example, by the administrator of the remote customer service device 500 (not shown in advance).

The regional DB 523 shown in FIG. 14 stores, for example, the temperature in each month as information on the climate of each region, but the embodiment is not limited to this. For example, the regional DB 523 may store information such as humidity and sunny weather rate in each region, and may retain information on climate on a daily or weekly basis.

Returning to FIG. 11, the state DB 524 stores information about the current state of each clerk. FIG. 15 is a diagram showing an example of the state DB in the second embodiment. As shown in FIG. 15, the state DB 524 stores, for example, the "state" in association with the "clerk ID". The regional DB 523 in this embodiment stores one record for each clerk. The information stored in the state DB 524 is input by, for example, the reception unit 531 that receives the information about the state from the clerk terminal 700.

In FIG. 14, a clerk whose state is “in customer service” or “holiday” is determined to be unable to serve customers at that time. In this embodiment, among the identified clerk, only the clerk whose state in FIG. 14 is "available" is specified as the clerk who can respond.

Next, the control unit 530 is a processing unit that controls the overall processing of the remote customer service device 500. The control unit 530 is realized by, for example, a CPU, an MPU, or the like executing a program stored in an internal storage device using the RAM as a work area. Further, the control unit 530 may be realized by an integrated circuit such as an ASIC or FPGA.

The control unit 530 includes a reception unit 531, a specific unit 532, an output unit 533, and a communication control unit 134. The reception unit 531, the specific unit 532, the output unit 533, and the communication control unit 134 are examples of electronic circuits included in the processor and examples of processes executed by the processor.

The reception unit 531 requests customer service from the customer terminal 600, which includes information for specifying the product to be considered for purchase, information for specifying the area where the product is planned to be used, and information for specifying the time when the product is scheduled to be used. To receive. The reception unit 531 further outputs to the specific unit 532 information for specifying the product to be considered for purchase, information for specifying the area where the product is planned to be used, and information for specifying the planned use time of the product. The information for specifying the planned use time of the product received by the reception unit 531 is information for specifying the month such as "January", but is not limited to this, and is not limited to this, and is limited to "ski season" and "rainy season". It may be information that specifies the season or the content of use of the product, such as ".

In addition, the reception unit 531 receives information on the current state of the store clerk from the store clerk terminal 700 as information on the store clerk through the communication unit 111. The reception unit 531 updates the state DB 524 using the received information on the current state of the clerk.

Next, the identification unit 532 further identifies a clerk whose place of residence or travel destination matches the area, and a clerk who belongs to a store in an area where the climate at the time when the product is scheduled to be used is similar to the area. In addition, the specific unit 532 further narrows down the clerk who can serve customers at that time among the specified clerk.

The specific unit 532 refers to, for example, the clerk DB 521, and identifies a clerk whose place of residence matches the area among the clerk who includes the product in the handling item. Further, the specifying unit 532 refers to, for example, the image DB 522, and identifies the clerk who includes the product in the handling item and is associated with the image taken in the area at the time when the product is scheduled to be used.

Further, the identification unit 532 refers to, for example, the area DB 523, and identifies another area in which the climate at the time when the product is scheduled to be used is similar to the climate at the time when the product is planned to be used in the area. Then, the specific unit 532 identifies a clerk who belongs to a store in another specified area. In addition, the specific unit 532 refers to a clerk whose place of residence matches the other area, and a clerk whose travel destination matches the other area and whose planned use time and image shooting time match. It may be further specified.

For example, the case where the specific unit 532 receives the information for specifying "Ehime" as the area where the product is planned to be used and the information for specifying "February" as the planned use time of the product will be described. If the specific unit 532 is a clerk of a store belonging to "Shikoku" and there is no clerk determined to be available, one of the places of residence is set to "Shikoku" with reference to the clerk DB521. Identify the clerk involved. In addition, the identification unit 532 identifies an image in which the area is included in "Shikoku" and the shooting time is included in "February" with reference to the image DB 522.

In this case, the specific unit 532 identifies that one of the residential areas is a clerk included in "Shikoku" because the "residential place 1" of the clerk with the clerk ID "JJJ011" is "Kochi". .. Further, the specific unit 532 determines that the travel destination and the travel time match because the shooting area of the image of the image ID "AAA001_002" is "Ehime" and the shooting time is "February 2016". That is, the identification unit 532 identifies the clerk of the clerk ID "AAA001" who is the photographer of the image ID "AAA001_002" and the clerk of the clerk ID "JJJ011".

In addition, the specific unit 532, for example, when the product to be considered for purchase and the clerk who matches the area where the product is planned to be used cannot be specified, the clerk whose place of residence or travel destination matches the area and the area where the climate is similar. The clerk who belongs to the store is searched, but the embodiment is not limited to this. For example, when a clerk matching the product and the area can be identified, a clerk whose place of residence or travel destination matches the area and a clerk belonging to a store in a similar climate may be further specified.

Further, the specific unit 532 refers to the state DB 524 and determines whether or not the specified state of the clerk is “available”. The specific unit 532 outputs information about the store clerk to the output unit 533 only when it is determined that the state of the store clerk is “available”. Further, the specific unit 532 outputs information indicating that there is no clerk who can handle the clerk to the output unit 533 when there is no clerk who is determined to be "available".

Next, the output unit 533 outputs the information regarding the search result of the clerk to the customer terminal 600. The output unit 533 in this embodiment transmits, for example, screen data as shown in FIG. 16 to the customer terminal 600 through the communication unit 111.

FIG. 16 is a diagram showing an example of a clerk selection screen in the second embodiment. Note that FIG. 16 shows an example of a clerk selection screen output by the output unit 533 when "Shikoku" is designated as the area from the customer terminal 600. As shown in FIG. 16, the clerk selection screen 9300 includes an area 8101 for displaying the purchase history of the customer and an area 9311 for selecting the clerk.

In this embodiment, since there is no clerk of a store belonging to "Shikoku" and determined to be available, in FIG. 16, the clerk whose store belongs to "Shikoku" is area 9311. Not displayed in. On the other hand, in the area 9311, the information 9321 of the clerk who matches the travel destination "Ehime" and the travel time "February", and the information 9322 of the clerk who matches the place of residence are displayed.

On the other hand, when the output unit 533 in this embodiment receives the output of the information indicating that the clerk who can respond is absent from the specific unit 132, the output unit 533 outputs that the clerk who can serve the customer is absent to the customer terminal 600. To do.

[Processing flow]
Next, the remote customer service process in this embodiment will be described with reference to FIG. FIG. 17 is a flowchart showing an example of remote customer service processing in the second embodiment. In the following description, since the same steps as those shown in FIG. 10 are the same steps, detailed description thereof will be omitted. As shown in FIG. 17, the reception unit 531 of the remote customer service device 500 waits for receiving information from the customer terminal 600, for example, through the communication unit 111 to specify the product and region related to remote customer service and the scheduled use time of the product (S200: No).

When the reception unit 531 determines that the information specifying the product, the region, and the scheduled use time of the product has been received (S200: Yes), the process proceeds to S101. Next, the identification unit 532 determines whether or not there is a clerk identified in S101 and capable of serving customers at that time with reference to the state DB 524 (S210). When it is determined that there is a clerk who can serve customers (S210: Yes), the specific unit 532 shifts to S102.

On the other hand, when the specific unit 532 determines that there is no clerk who can serve customers (S210: No), the specific unit 532 refers to the clerk DB 521 and extracts the clerk whose residential area is included in the specified area. In addition, the specific unit 532 refers to the image DB 522 and extracts a clerk whose specified area and travel destination include any of the residential areas (S211).

Next, the identification unit 532 determines whether or not there is a clerk identified in S211 and capable of serving customers at that time with reference to the state DB 524 (S220). When it is determined that there is a clerk who can serve customers (S220: Yes), the specific unit 532 shifts to S102.

On the other hand, when the specific unit 532 determines that there is no clerk who can serve customers (S220: No), the specific unit 532 refers to the area DB 523, and the climate at the time when the specified product is scheduled to be used is the use in the specified area. Identify other areas similar to the climate at the scheduled time (S221). Next, the specifying unit 532 refers to the clerk DB 521 and identifies the clerk corresponding to the specified other area and the specified product (S222).

Next, the identification unit 532 determines whether or not there is a clerk identified in S222 and capable of serving customers at that time with reference to the state DB 524 (S230). When it is determined that there is a clerk who can serve customers (S230: Yes), the specific unit 532 shifts to S102.

On the other hand, when the specific unit 532 determines that there is no clerk who can serve customers (S230: No), the specific unit 532 outputs to the customer terminal 600 through the communication unit 111 that there is no clerk who can serve customers (S231). , End the process.

[effect]
As described above, in the remote customer service program in the present embodiment, the salesperson belonging to the store in the specified area may be specified as the salesperson related to the area in the specifying process. Further, in the remote customer service program in the present embodiment, in the specifying process, a salesperson whose place of origin or travel destination is included in the area may be specified as a salesperson related to the area. Further, the remote customer service program in the present embodiment may further accept information from the customer's terminal that identifies when the customer uses the product. In this case, in the specifying process, another area whose climate at that time is similar to that of the area may be specified, and a salesperson belonging to the other area may be specified as a salesperson related to the area. As a result, it is possible to extract from a wider range of clerk who can provide customer service according to the area of use such as a remote place.

Further, the remote customer service program in the present embodiment may extract and output information about a salesperson who can serve customers when input or selection is accepted in the output process. As a result, it is possible to prevent the case where the customer service provided by the specified salesperson cannot be provided.

Further, in the output process, the remote customer service program in the present embodiment may output information for specifying the hometown of the salesperson and information for specifying the travel destination of the salesperson as information about the salesperson. This allows the topic to be shared between the customer and the salesperson.

By the way, although the examples of the present invention have been described so far, the present invention may be implemented in various different forms other than the above-mentioned examples. For example, in the above embodiment, in addition to the information for specifying the product that the customer considers to purchase and the information for specifying the area where the product is planned to be used, the clerk uses the information for specifying the planned use time of the product. However, the embodiment is not limited to this. For example, the remote customer service device 500 may be configured to further accept the selection of the category in which the customer is interested and identify the clerk associated with the image matching the category.

FIG. 18 is a diagram showing an example of the interest category selection screen in the third embodiment. As shown in FIG. 18, the interest category selection screen 9900 includes an area 8101 for displaying the purchase history of the customer and an area 9911 for selecting the interest category. Area 9911 includes a label 9921 for each interest category, a check box 9922, and an image 9923 for a clerk belonging to each interest category. The customer who operates the customer terminal 600 selects the interest category by checking the check box 9922 of the category of interest and selecting the next button 9931. The customer terminal 600 that has received the selection of the interest category by the customer transmits the information regarding the selected interest category to the remote customer service device 500.

Further, the specific unit 532 of the remote customer service device 500 that receives information about the selected interest category from the customer terminal 600 refers to the image DB 522, and a clerk who has registered many images of the category matching the selected interest category. To identify. As a result, the remote customer service device 500 can present a store clerk who has similar interests to the customer to the customer.

Further, in the second embodiment, the information regarding the travel destination and the travel time of the clerk may be held in a table other than the image DB 522. In addition to the image, the specific unit 532 identifies the category in which the clerk is interested by using the content of the post to the SNS and the evaluation of the post, and identifies the clerk who matches the customer's interest category. It may be.

In each screen, for example, assuming a device that does not use a pointing device such as a smartphone, an example of accepting selection by tap operation or flick operation has been described, but the present invention is not limited to this. For example, the customer terminal 600 or the clerk terminal 700 may be configured to accept an operation by a cursor using a pointing device or the like.

[system]
Further, each component of each of the illustrated parts does not necessarily have to be physically configured as shown in the figure. That is, the specific form of distribution / integration of each part is not limited to the one shown in the figure, and all or part of it is functionally or physically distributed / integrated in any unit according to various loads and usage conditions. Can be configured. For example, the reception unit 131 and the specific unit 132 may be integrated, or the reception unit 131 may be distributed into a processing unit that receives information from the customer terminal 600 and a processing unit that receives information from the clerk terminal 700. ..

Further, the illustrated processes are not limited to the above order, and may be performed simultaneously or in a different order as long as the processing contents do not contradict each other. For example, the reception unit 131 may be configured to display the product type selection screen 8200 shown in FIG. 5 on the customer terminal 600 before the area selection screen 8100 shown in FIG.

Further, the various processing functions performed by each device may be executed in whole or in any part on the CPU (or a microcomputer such as an MPU or a MCU (Micro Controller Unit)). In addition, various processing functions may be executed in whole or in any part on a program analyzed and executed by a CPU (or a microcomputer such as an MPU or MCU) or on hardware by wired logic. Needless to say, it's good.

By the way, various processes described in the above-described embodiment can be realized by executing a program prepared in advance on a computer. Therefore, in the following, an example of a computer that executes a program having the same function as that of the above embodiment will be described. FIG. 19 is a diagram showing an example of a computer that executes a remote customer service program. Although the remote customer service device 100 shown in FIG. 1 will be described below, the remote customer service device 500 shown in FIG. 11 can also be realized by a similar computer.

As shown in FIG. 19, the computer 200 includes a CPU 201 that executes various arithmetic processes, an input device 202 that accepts data input, and a monitor 203. Further, the computer 200 includes a medium reading device 204 for reading a program or the like from a storage medium, an interface device 205 for connecting to various devices, and a communication device 206 for connecting to another information processing device or the like by wire or wirelessly. Has. Further, the computer 200 has a RAM 207 that temporarily stores various information and a hard disk device 208. Further, each of the devices 201 to 208 is connected to the bus 209.

The hard disk device 208 stores a remote customer service program having the same functions as the processing units of the reception unit 131, the specific unit 132, the output unit 133, and the communication control unit 134 shown in FIG. Further, the hard disk device 208 stores the store clerk DB 121 and the image DB 122, and various data for realizing the remote customer service program. The input device 202 receives, for example, input of various information such as operation information from a user of the computer 200. The monitor 203 displays various screens such as a display screen for the user of the computer 200, for example. The medium reading device 204 reads various data such as captured images and CAD data. For example, a printing device or the like is connected to the interface device 205. The communication device 206 has, for example, the same function as the communication unit 111 shown in FIG. 1 and is connected to a network (not shown) to exchange various information with another information processing device (not shown).

The CPU 201 performs various processes by reading out each program stored in the hard disk device 208, expanding the program in the RAM 207, and executing the program. Further, these programs can make the computer 200 function as the reception unit 131, the specific unit 132, the output unit 133, and the communication control unit 134 shown in FIG.

The remote customer service program does not necessarily have to be stored in the hard disk device 208. For example, the computer 200 may read and execute a program stored in a storage medium that can be read by the computer 200. The storage medium that can be read by the computer 200 corresponds to, for example, a CD-ROM, a DVD disk, a portable recording medium such as a USB (Universal Serial Bus) memory, a semiconductor memory such as a flash memory, a hard disk drive, or the like. Further, the remote customer service program may be stored in a device connected to a public line, the Internet, a LAN, or the like, and the computer 200 may read the remote customer service program from these and execute the program.

1, 2 Remote customer service system 100, 500 Remote customer service device 111 Communication unit 120, 520 Storage unit 121, 521 Clerk DB
122,522 Image DB
523 Regional DB
524 state DB
130, 530 Control unit 131, 513 Reception unit 132, 532 Specific unit 133 Output unit 134 Communication control unit 600 Customer terminal 700 Clerk terminal

Claims (10)

Accepting input or selection of information that identifies the product and information that identifies the area where the product is planned to be used from the customer's terminal,
Identify the salesperson associated with the area that handles the product,
Output information about the identified salesperson
A remote customer service program that causes a computer to perform a process of causing communication between the selected terminal of the salesperson and the terminal of the customer. The remote customer service program according to claim 1, wherein the specifying process identifies a salesperson belonging to a store in the area as a salesperson related to the area. The remote customer service program according to claim 1 or 2, wherein the output process extracts information about a salesperson who can serve customers when the input or selection is accepted. The remote customer service program according to any one of claims 1 to 3, wherein the output process extracts an image related to the salesperson and outputs the image to the customer's terminal. In the accepting process, information for specifying when the customer uses the product is further received from the customer's terminal.
The identifying process is characterized in that it identifies another region whose climate at the time is similar to that of the region, and identifies a salesperson who belongs to the other region as a salesperson related to the region. The remote customer service program according to any one of claims 1 to 4. The process according to claim 3 or 4, wherein the extraction process outputs information for specifying the birthplace of the salesperson and information for specifying the travel destination of the salesperson as information about the salesperson. Remote customer service program. The remote customer service program according to claim 6, wherein the specifying process identifies a salesperson whose hometown or travel destination is included in the area as a salesperson related to the area. The remote customer service program according to any one of claims 1 to 7, wherein the process of accepting the input accepts input or selection of information specifying the category of the product as information specifying the product. .. The computer
Accept and read from the customer's terminal the input or selection of information that identifies the product and information that identifies the area where the product is planned to be used.
Identify the salesperson associated with the area that handles the product,
A remote customer service method that performs a process of causing communication between the selected terminal of the salesperson and the terminal of the customer. A reception unit that accepts input or selection of information that identifies the product and information that identifies the area where the product is planned to be used from the customer's terminal.
A specific department that identifies salespeople related to the area that handles the product,
A remote customer service device having an output unit that causes communication between the selected terminal of the salesperson and the terminal of the customer.

Images