JP7536612B2 - Information Processing System - Google Patents

Description

The present invention relates to an information processing system.

Technology for conducting sales marketing for multiple stores is known. Patent Document 1 describes a service agent server that collects sales data from each store, analyzes the aggregated data on sales by store and sales by region, and transmits the analysis results to the store terminal.

JP 2002-288745 A

Here, for example, in a community made up of multiple stores, it may be desirable to improve sales throughout the community. However, if there is an imbalance in the degree of congestion among multiple stores within the community, such as some stores being so crowded that they cannot accommodate all the users while other stores are empty, it becomes difficult to increase sales throughout the community.

The present invention has been made in consideration of the above-mentioned circumstances, and relates to an information processing system that can carry out marketing suitable for optimizing sales across the entire community.

The information processing system according to one aspect of the present invention includes an acquisition unit that acquires user action information indicating actions taken by multiple users using a community that includes multiple stores in response to call-in information from each store in the community to visit the store, store information indicating one or more of the multiple stores that are on a waiting list for cancellations and one or more available stores that can be reserved, and cancellation waiting store user information indicating multiple cancellation waiting store users who have reserved a cancellation waiting store; an estimation unit that estimates the degree of preference in the community for each of the multiple cancellation waiting store users based on the user action information; a control unit that selects one or more target users from the multiple cancellation waiting store users so that the lower the degree of preference, the more likely they are to be selected as a target user to receive a notification to change their reservation to one of the available stores, and generates a notification message to inform the target users of the reservation change to one of the available stores; and an output unit that outputs the notification message for viewing by the target users.

In an information processing system according to one aspect of the present invention, the degree of preference of each of multiple waiting store users in a community is estimated based on user action information. The user action information indicates actions taken by users in response to invitations from each store in a community that includes multiple stores. In this information processing system, one or more target users are selected from multiple waiting store users so that the lower the preference level, the more likely they are to be selected as a target user to receive a notification to change their reservation to one of the available stores. A notification message is generated to inform the user of the change to one of the available stores, and the notification message is output for viewing by the target users.

In this way, the degree of commitment of each user in the community is estimated by taking into consideration the actions (reservations, etc.) that the user actually took in response to the store's invitation information, and the degree of commitment of the user in the community can be estimated with high accuracy. Then, the more likely a user with a low degree of commitment estimated with high accuracy (i.e., a low commitment to the store) is to be selected as a target user who will receive a notice to change the reservation, the more effectively (with a high probability) the user on the waiting list for cancellations will be prompted to change the reservation to a store that can accept reservations. As a result, the possibility of the user moving from a waiting list store that cannot accept users due to congestion to a waiting list store that can accept users can be increased, and the degree of congestion in the entire community can be leveled out. As a result, for example, a user who is on the waiting list and would not have contributed to sales as it is can contribute to the sales of the waiting list store, and the sales of the entire community can be improved. As described above, according to the information processing system according to one aspect of the present invention, marketing suitable for optimizing sales in the entire community can be carried out.

The present invention makes it possible to carry out marketing suited to optimizing sales across the entire community.

1 is a block diagram showing a functional configuration of an information processing system according to an embodiment of the present invention; FIG. 4 is a diagram showing an example of guidance information according to the embodiment; FIG. 4 is a diagram showing an example of reservable seat information according to the embodiment; FIG. 4 is a diagram showing an example of basic information of a user according to the embodiment; FIG. 11 is a diagram showing an example of store visit FB information according to the present embodiment. FIG. 4 is a diagram showing an example of discount coupon information according to the embodiment. FIG. 11 is a diagram showing an example of management call-in information according to the embodiment; FIG. 4 is a diagram showing an example of store reservation information according to the embodiment. FIG. 11 is a diagram showing an example of cancellation waiting reservation information according to the present embodiment. FIG. 11 is a diagram showing an example of call result and FB information according to the present embodiment. FIG. 11 is a diagram showing an example of store status information. 11 is a flowchart showing a series of processes from management processing to leveling processing performed by the information processing system according to the present embodiment. 13 is a flowchart showing an incentive determination process performed by the information processing system according to the present embodiment. 2 is a diagram showing the hardware configuration of a communication terminal, a store management terminal, and a community server included in the information processing system according to the embodiment. FIG.

Embodiments of the present invention will now be described in detail with reference to the accompanying drawings. In the description of the drawings, the same or equivalent elements will be designated by the same reference numerals, and duplicate descriptions will be omitted.

Figure 1 is a block diagram showing the functional configuration of an information processing system 1 according to this embodiment. The information processing system 1 shown in Figure 1 includes multiple communication terminals 10, multiple store management terminals 20, and a community server 30.

The information processing system 1 is a system that manages the exchange of information between multiple users U who use a community and multiple stores included in the community, and conducts marketing related to the sales of the multiple stores included in the community. A community is made up of multiple stores in one area. Examples of a community include a shopping district, a downtown area in front of a station, and a shopping mall. Examples of multiple stores include restaurants. In the following, the shopping district will be referred to as a community, the restaurants included in the shopping district as multiple stores, and the multiple users who use the restaurants included in the shopping district as the above-mentioned multiple users U. In the following, each of the multiple stores included in the community may be simply referred to as a "store".

The information processing system 1 performs the following three processes. First, the information processing system 1 performs a management process for managing the invitation messages and discount coupons distributed from multiple stores to multiple users U, and the reservation information of multiple stores received from multiple users U. Furthermore, when there is a bias in the degree of congestion within a community (specifically, among multiple stores), the information processing system 1 performs an equalization process for informing a target user selected from the multiple users U of the movement of reservations between stores within the community so that the degree of congestion at the multiple stores is equalized. Furthermore, the information processing system 1 performs an incentive determination process for determining the amount of the discount coupon (the degree of incentive) to be given to each user U. Note that the processes performed by the information processing system 1 are not limited to those described above, and other processes may be performed.

Each communication terminal 10 is a terminal carried by a user U who uses the community. Each store management terminal 20 is a terminal installed in each store and processes various information related to store management. The community server 30 is a server that manages the exchange of information between multiple users U and multiple stores. In the information processing system 1, each communication terminal 10 and the community server 30 are configured to be able to communicate with each other, and each communication terminal 10 and each store management terminal 20, and each store management terminal 20 and the community server 30 are configured to be able to communicate with each other. In the following, it is assumed that each communication terminal 10 in the information processing system 1 has similar functions, and each store management terminal 20 has similar functions, and the explanation will focus on one communication terminal 10 and one store management terminal 20.

In the information processing system 1, the community server 30 performs the above-mentioned management process, leveling process, and incentive determination process based on various information (described in detail later) acquired from the multiple communication terminals 10 and the multiple store management terminals 20. Here, the leveling process will be briefly explained. The community server 30 first identifies the cancellation waiting stores in the community where a cancellation waiting has occurred and the cancellation waiting store users who have made reservations at the cancellation waiting stores. The community server 30 then outputs a guidance message to the communication terminals 10 of target users selected from the cancellation waiting store users, encouraging them to change their reservation to a reservation-available store where a reservation is possible. This makes it possible to encourage the target users who receive the guidance message to change their reservation to a reservation-available store, thereby leveling out the congestion level within the community.

The communication terminal 10 is, for example, a terminal configured to perform wireless communication. The communication terminal 10 is, for example, a smartphone, a tablet terminal, a PC, or a wearable communication device. The communication terminal 10 displays various information received from the community server 30 on a screen (not shown) possessed by the communication terminal 10, and accepts input from the user U of information such as the user U's response to the displayed information and reservation requests.

The information that the communication terminal 10 receives from the community server 30 includes invitation messages (invitation information) for multiple stores, information showing discount coupons, and questionnaires regarding reservations. For example, when a user U receives an invitation message for a store, the communication terminal 10 accepts registration reservation information for a reservation for that store input from the user U via a screen. The registration reservation information includes user information (reservation user information) indicating the user (reservation user) U who is reserving the store, reservation date and time information indicating the date and time when the user U is reserving the store, and information such as the number of people making the reservation.

For example, the communication terminal 10 displays a call-in survey and a store visit survey on the screen as surveys for reservations. The call-in survey is a survey for the received call-in message. The store visit survey is a survey for the store that the user U actually visits after making a reservation. The communication terminal 10 then accepts input from the user U of call-in feedback information for the call-in survey (hereinafter referred to as "call-in FB information") and store visit feedback information for the store visit survey (hereinafter referred to as "store visit FB information"). Details of the call-in FB information and store visit FB information will be described later.

The communication terminal 10 also displays the input information of the user U's basic information on the screen, and accepts the input of the user U's response (basic information) to the displayed input information from the user U. Furthermore, the communication terminal 10 accepts the input of action information indicating the action of the user U in response to the call message. Examples of such actions include opening a call message for a store on the screen, and checking the reservation status of the store by selecting a link included in the call message via the screen.

The communication terminal 10 outputs the registration reservation information, call-in feedback information, visit feedback information, basic information, and action information that have been input and accepted to the community server 30. Each piece of output information is used by the community server 30 for management processing, leveling processing, and incentive determination processing.

The store management terminal 20 is a terminal that manages various information related to the operation of a store. The store management terminal 20 is installed in each store, and accepts and manages the input of guidance information, reservable seat information, registration call information, and registration discount coupon information. Guidance information is information about the user U who visits the store and the seat to which the user U is guided. Reservable seat information is information related to reservable seats in the store. Details of the registration call information and registration discount coupon information will be described later. The store management terminal 20 has a screen that displays various information. The store management terminal 20 periodically outputs guidance information, reservable seat information, registration call information, and registration discount coupon information to the community server 30. The store management terminal 20 may output each piece of information to the community server 30 each time it is acquired.

The store management terminal 20 has the following functional components: an input reception unit 21, a management unit 22, and an output unit 23.

The input reception unit 21 receives input of guidance information, reservation available seat information, registration call information, and registration discount coupon information. The guidance information, reservation available seat information, registration call information, and registration discount coupon information are input, for example, by store employees. Note that some of this information may be input automatically.

2 is a diagram showing an example of guidance information. In the example shown in FIG. 2, the input reception unit 21 receives guidance information including a numbered ticket number, a reservation flag, a store visit date and time, the number of visitors, a reservation number, and discount coupon information. The numbered ticket number is a number that is distributed when the user U visits the store. The numbered ticket number may be a number that is automatically assigned without being distributed to the user U. The reservation flag is information indicating whether the user U has made a reservation to visit the store in advance. The reservation number is a number that can uniquely identify a store visit reservation made by the user U (details will be described later). The discount coupon number is information regarding a discount coupon that the user U will use at the store (details will be described later). Note that part of the guidance information, such as the reservation flag, the number of visitors, and the reservation number, may be input by the user U who visits the store by operating the screen of the store management terminal 20, or may be input by the user U via the communication terminal 10.

Reservable seat information is information about seats that can be reserved at each store. Figure 3 is a diagram showing an example of reservable seat information. In the example shown in Figure 3, the input reception unit 21 receives input of reservable seat information that includes information indicating the store, the reservation available date and time, the seat number, and the number of people who can make a reservation. The seat number is information that can uniquely identify a seat in the store that can be reserved on the reservation available date and time. In this way, reservable seat information is information that indicates whether or not there are any reservable seats in the store.

The registration discount coupon information is information about discount coupons that the store distributes to the user U. The input reception unit 21 receives and inputs the registration discount coupon information, which includes, for example, information indicating the store, the discount coupon number, the discount amount of the discount coupon, one or more discount grant conditions, and user information. The registration discount coupon information will be described in detail later.

The registration call information is information for delivering a call message to the user U. The input reception unit 21 receives the registration call information including, for example, information indicating the store, the delivery date and time, the call message, the delivery target conditions, the number of people, the discount coupon number, and the reservation number. The call message is a message that encourages the user U to visit the store. Details of the registration call information will be described later.

The input reception unit 21 outputs the received guidance information, reservable seat information, registration discount coupon information, and registration call information to the management unit 22. The management unit 22 manages each piece of input information and outputs the managed information to the output unit 23. The output unit 23 outputs each piece of information acquired from the management unit 22 to the community server 30.

The community server 30 performs the management process, leveling process, and incentive determination process described above. As part of its management process, the community server 30 manages reservation information, discount coupon information, and management call-in information for multiple stores, and distributes call-in messages and discount coupons to multiple users U. As part of its incentive determination process, the community server 30 determines the amount of the discount coupon to be given to each user U (the degree of incentive).

As a leveling process, the community server 30 identifies stores on the cancellation waiting list, stores that can be reserved, and store users on the cancellation waiting list from various information obtained from the management process. A store user on the cancellation waiting list is a user U who has made a reservation at a store on the cancellation waiting list. The community server 30 then generates a guidance message encouraging a target user selected from among the store users on the cancellation waiting list to move to a store that can be reserved, and outputs the generated guidance message for viewing by the target user. The community server 30 has, as functional components, a first acquisition unit 31, a memory unit 32, a management unit (identification unit, incentive granting unit) 33, a second acquisition unit (acquisition unit) 34, an estimation unit 35, a control unit 36, and an output unit 37.

The first acquisition unit 31 acquires reservation information for registration, call-in feedback information, visit feedback information, basic information of user U, and action information from the communication terminal 10, and acquires guidance information, reservable seat information, discount coupon information for registration, and call-in information for registration from the store management terminal 20. The first acquisition unit 31 outputs the acquired reservation information for registration, call-in feedback information, visit feedback information, basic information, action information, guidance information, reservable seat information, discount coupon information for registration, call-in information for registration, basic information, and visit feedback information to the memory unit 32.

The storage unit 32 stores each piece of information input (stored) from each functional unit. The storage unit 32 stores each piece of information as data 300. Note that the storage unit 32 may be an external component of the community server 30. In other words, the data 300 may be data stored in a server external to the community server 30.

Figure 4 is a diagram showing an example of basic information of user U input from the first acquisition unit 31. The basic information includes the user identification number of user U, the terminal identification number of the communication terminal 10 owned by user U, the gender of user U, the age of user U, residential information of user U, information indicating user U's favorite stores, and the frequency of use of the community by user U. Note that the basic information described above is not limited to the above information, and may include other information related to user U.

Figure 5 is a diagram showing an example of store visit FB information input from the first acquisition unit 31. The store visit FB information includes the user U's user identification number, information indicating the store that the user U made a reservation for, the date that the user U visited the store, FB1 (satisfaction level) information, and FB2 (reason) information. The FB1 (satisfaction level) information and the FB2 (reason) information indicate the contents of the questionnaire responses included in the store visit FB information. Specifically, the FB1 (satisfaction level) information indicates the satisfaction level of the user U with the store that he visited. The FB2 (reason) information indicates the reason for FB1 (satisfaction level). Note that the above-mentioned store visit FB information is not limited to the above information, and may include FB information indicating other contents, for example.

The management unit 33 generates store reservation information, cancellation waiting reservation information, discount coupon information, management call-in information, and call-in result/FB information for multiple stores based on the various information acquired by the first acquisition unit 31 and stored in the memory unit 32. The management unit 33 then manages the generated information and distributes call-in messages and discount coupons to multiple users U. Note that managing the generated information may mean, for example, managing the generated information by storing (outputting) the generated information in the memory unit 32.

First, the processing related to discount coupon information will be described. If the management unit 33 determines that the contents of the discount coupon information for registration stored in the memory unit 32 do not violate rules established by the community or have any other problems such as inconsistencies, the management unit 33 generates discount coupon information based on the discount coupon information for registration. An example of a rule violation is when the discount amount included in the discount registration information exceeds a predetermined amount. The management unit 33 outputs the generated discount coupon information to the memory unit 32.

Figure 6 is a diagram showing an example of discount coupon information. In the example shown in Figure 6, the management unit 33 generates discount coupon information including information indicating the store, a discount coupon number, the discount amount of the discount coupon, discount grant conditions 1 to 4, and user information. The discount coupon number is information that can uniquely identify the discount coupon. Each of the discount grant conditions 1 to 4 indicates a condition when the store selects a user U to whom the discount coupon is to be granted. Examples of such conditions include whether or not a reservation is necessary and the time of visit. The user information will be described in detail later. In this embodiment, each piece of information included in the discount coupon information matches the registration discount coupon information obtained from the store management terminal 20. However, the discount coupon information is not limited to the above pieces of information and may include other information related to the discount coupon.

Next, the processing related to the management call information will be described. The management unit 33 judges whether the registration call information stored in the storage unit 32 contains any problems such as violations of rules and inconsistencies established by the community. An example of a violation of the rules is when the timing of distribution of the registration call information exceeds the predetermined upper limit of the number of distributions per day.

When the management unit 33 determines that there is no problem with the registration call information, it selects from among the multiple users U, based on the user information, a target user who satisfies each of the delivery conditions included in the registration call information. Then, the management unit 33 delivers a call-in message to the communication terminal 10 of the target user at the delivery date and time included in the registration call information. If the registration call information includes a discount coupon number, the management unit 33 delivers discount coupon information corresponding to the discount coupon number together with the call-in message. The discount coupon is an incentive for the use of the store that is given to the user U. Then, the management unit 33 generates management call-in information that further includes a reservation number and a call-in number in addition to each piece of information included in the registration call information, and outputs the generated management call-in information to the storage unit 32.

7 is a diagram showing an example of management call-in information. In the example shown in FIG. 7, the management unit 33 generates management call-in information including information indicating the store, distribution date and time, call-in message, distribution target conditions, number of people, discount coupon number, reservation number, and call-in number. The distribution date and time is the date and time when the call-in message is scheduled to be distributed. The distribution target conditions are conditions for selecting the target users of the call-in message. Examples of the distribution target conditions include the residence of the user U, the gender of the user, and the age of the user U. The number of people indicates the upper limit of the number of people to which the call-in message is distributed. The reservation number is a reservation number that is assigned to the user U when the user U reserves a store by distributing a call-in message (details will be described later). The call-in number is information that can uniquely identify one management call-in information. As an example, when the distribution target conditions are "residing in T city", the management unit 33 refers to the residence included in the basic information of each user U, selects a target user from among the users U residing in T city, and performs call-in distribution. The management call-in information described above is not limited to the above information, and may include other information related to call-in distribution.

Next, the process related to the store reservation information and the cancellation waiting reservation information will be described. In response to a request from the user U, the management unit 33 refers to the registration reservation information and the reservable seat information stored in the storage unit 32, and determines whether or not there are seats available for reservation for the number of people reserved by the user U and the desired reservation date and time of the user U in the store requested by the user. If there are seats available for reservation in the store, the management unit 33 displays that fact on the screen of the communication terminal 10. If there are no seats available for reservation in the store, the management unit 33 displays that the store is in a cancellation waiting state on the screen of the communication terminal 10. In this embodiment, the request from the user U is described as being made via a call-in message, for example, when the user U selects a link described in the call-in message received by the user U. In addition, the request from the user U may be made by other methods, such as via an application installed in the communication terminal 10, without going through the call-in distribution.

The management unit 33 then accepts store reservations and cancellation standby reservations from user U via the communication terminal 10, and confirms the store reservations and cancellation standby reservations. At this time, the management unit 33 determines whether user U's reservation is within the range of the number of reservations that can be made in advance in a predetermined community rule (e.g., one seat per day), whether the reservation satisfies predetermined rules such as whether a reservation deposit can be paid in advance, and may reject the reservation if it is determined to be inappropriate. The management unit 33 generates store reservation information based on the confirmed reservation, and generates cancellation standby reservation information based on the confirmed cancellation reservation.

Figure 8 is a diagram showing an example of store reservation information. In the example shown in Figure 8, the management unit 33 generates store reservation information including a user identification number, information indicating the reserved store, reservation date and time information, seat number, number of people making a reservation, discount coupon number, and reservation number. The user identification number is information indicating a user U (reservation user) who has reserved a store among multiple users U for each store. The reservation date and time information is information indicating the future date and time for which the user U has made a reservation. The seat number is a number that can uniquely identify a reserved seat at the reserved store. The discount coupon is a discount coupon included in the call-in distribution received by the user U, and the discount coupon number indicates the number of the discount coupon used by the user U when making the reservation. The management unit 33 outputs the generated store reservation information to the storage unit 32.

Figure 9 is a diagram showing an example of cancellation waiting reservation information. In the example shown in Figure 9, the management unit 33 acquires cancellation waiting reservation information including a user identification number, information indicating the reserved store, reservation date and time information, the number of people making the reservation, a discount coupon number, and a cancellation waiting reservation number. The cancellation waiting reservation number is a reservation number that is assigned to user U when user U makes a reservation at a cancellation waiting store. Note that each of the store reservation information and cancellation waiting reservation information described above is not limited to the above information, and may include other information related to call-in delivery. The management unit 33 outputs the generated cancellation waiting reservation information to the storage unit 32.

Next, the processing related to the call result/FB information will be described. The management unit 33 generates the call result/FB information based on the store reservation information, call-in FB information, guidance information, discount coupon information, action information, etc. stored in the storage unit 32. The call result/FB information is information indicating the actions taken by the user U to visit a store in response to the call messages received by the user U from multiple stores. The management unit 33 outputs the generated call result/FB information to the storage unit 32.

Figure 10 is a diagram showing an example of the call-in result/FB information. In the example shown in Figure 10, the management unit 33 generates the call-in result/FB information including the user identification number, information indicating the store reserved by the user U, the call-in number, the given discount coupon number, FB1 (attractiveness) information, FB2 (reason) information, message opening information, reservation status confirmation information, reservation availability information, store visit availability information, and discount coupon usage availability information. The given discount coupon number indicates the number of the discount coupon given at the time of the call-in distribution. The FB1 (attractiveness) information and FB2 (reason) indicate the contents of the questionnaire included in the call-in FB information. Specifically, the FB1 (attractiveness) information indicates the attractiveness of the store where the user U visited. The FB2 (reason) indicates the reason for FB1 (attractiveness). The discount coupon usage availability information indicates whether the user U used a discount coupon when visiting the store.

The message opening information indicates whether the call-in message delivered via the communication terminal 10 has been opened by the user U. The reservation status confirmation information indicates whether the user U has checked the reservation status of the store. For example, when the action information includes an action in which a link included in the call-in message is selected via the screen of the communication terminal 10, the management unit 33 judges it as "implemented". The reservation information indicates whether the user U has made a reservation by the delivery of the call-in message. The visit information indicates whether the user U has visited the store. For example, the management unit 33 judges whether the discount coupon has been used, whether a reservation has been made, and whether the user has visited the store by checking the reservation number included in the guide information and the reservation number included in the store reservation information. The call-in result/FB information is used for the leveling process described later. Note that the method of judging each of the above information is not particularly limited, and it may be judged by outputting to the community server 30 that the user U has visited the store via the communication terminal 10. In addition, the call-in result/FB information described above is not limited to each of the above information, and may include other information related to the call-in delivery.

Based on the reservable seat information and the registration reservation information (more specifically, the reservation user information) stored in the storage unit 32, the management unit 33 identifies, for each of the multiple stores, reservable seat information indicating whether or not there are reservable seats at each future date and time, and reservation user information indicating the reservation user who has made the reservation. The identification of the reservable seat information and the reservation user information is the first process executed by the management unit 33. As described above, the reservable seat information (see FIG. 3) indicates information on seats that can be reserved for each time period at each store. As described above, the registration reservation information indicates the reservation user information and the reservation date and time of the reservation user at each store. The management unit 33 identifies, for each store, reservable seat information (whether or not there are reservable seats) at each future date and time based on the reservable seat information. Based on the reservation user information in the registration reservation information and the reservation date and time of the reservation user, the management unit 33 identifies, for each store, the reservation user information at each future date and time.

The management unit 33 identifies, among the multiple stores, stores that do not have reservable seats in the reservable seat information as cancellation waiting stores, and identifies stores that have reservable seats as reservable stores. The management unit 33 identifies the cancellation waiting stores and reservable stores for each future date and time (for example, each date and time for one week to one month from the present time in one-hour units). Then, the management unit 33 identifies multiple users indicated as reservation users of the cancellation waiting stores in the reservation user information as cancellation waiting store users. The identification of the cancellation waiting stores and reservable stores, as well as the identification of the cancellation waiting store users, is the second process executed by the management unit 33. A cancellation waiting store is one or more (here, multiple) stores among the multiple stores where a cancellation waiting occurs. A reservable store is one or more (here, multiple) stores among the multiple stores where a reservation is possible. A cancellation waiting store user is a multiple user U who has made a reservation for a cancellation waiting store. The management unit 33 outputs store information indicating the identified stores on the cancellation waiting list and stores available for reservations, and store user information indicating store users on the cancellation waiting list to the storage unit 32.

The method of identifying the cancellation waiting store, the reservation available store, and the cancellation waiting store user is not limited to the above. The management unit 33 may refer to the cancellation waiting reservation information (information generated taking into consideration the reservation available seat information and the reservation user information) stored in the memory unit 32, and identify the store indicated in one of the "stores" included in the cancellation waiting reservation information as the cancellation waiting store. The management unit 33 may identify the user U indicated in the "user identification number" linked to the "store" as the cancellation waiting store user. The management unit 33 may also refer to the store reservation information (information generated taking into consideration the reservation available seat information and the reservation user information) stored in the memory unit 32, and identify the user U indicated in the "user identification number" of the store reservation information including the same "store" and "reservation date and time" as the "store" and "reservation date and time" included in the cancellation waiting reservation information as the cancellation waiting store user.

The management unit 33 outputs store information indicating the identified stores on the cancellation waiting list and stores available for reservations, and cancellation waiting store user information to the second acquisition unit 34.

The management unit 33 further identifies, for each user U to whom the solicitation message was delivered, the number of visits to each of the multiple stores, the number of times a store discount coupon was used for each of the multiple stores (number of times a store incentive was used), the number of visits to all of the multiple stores, and the number of times an overall discount coupon was used for all of the multiple stores (overall number of times an incentive was used). The target period is a period going back a predetermined period from the present time, for example, the most recent month. The management unit 33 outputs each piece of information identified for each user U to the memory unit 32.

The number of times a store discount coupon was used is the number of times a discount coupon was used for each store, which was given to user U when a promotional message was sent. The total number of visits to multiple stores is the total value obtained by adding up all of the calculated visits to each store, assuming that the number of visits to each store by multiple users U during the target period is calculated. The overall number of times a discount coupon was used is the total number of times a discount coupon was used for multiple stores. In other words, the overall number of times a discount coupon was used is the total value obtained by first calculating the number of times a discount coupon was used by multiple users U during the target period at each store, and then adding up all of the calculated usages.

The management unit 33, for example, refers to the call-in result and FB information to identify the number of visits to each store, the number of times the store discount coupon has been used, the total number of visits to multiple stores, and the total number of times the discount coupon has been used for each user U. In the example shown in FIG. 10, the management unit 33 refers to the call-in result and FB information and identifies the number of visits to store A as "2 times", the number of times the store discount coupon has been used for store A as "2 times", the number of visits to store B as "0 times", and the number of times the store discount coupon has been used for store B as "0 times". The management unit 33 then identifies the number of visits to the entire multiple stores (stores A and B) as "2 times", and the total number of times the discount coupon has been used (the sum of the number of times the discount coupons have been used for stores A and B) as "2 times". Note that the information on user identification number "1" in the call-in result and FB information shown in FIG. 10 was obtained within one target period. In addition, the method of identifying each of the above information is not particularly limited, and the management unit 33 may identify each of the above information by, for example, matching the reservation number included in the guidance information with the reservation number included in the store reservation information, or may identify the information based on information input by the user U via the communication terminal 10. The management unit 33 may identify each of the above information, for example, based on the guidance information, taking into consideration the use of discount coupons other than those granted by the call-up delivery.

The management unit 33 further identifies the average store usage amount, the average store credit amount, the overall average usage amount, and the overall average credit amount for each user U to whom the invitation message was delivered for the above-mentioned target period. The management unit 33 outputs each piece of information identified for each user U to the storage unit 32.

The average store usage amount is the average amount of discount coupons used for each store. The average store granted amount is the average amount of discount coupons granted to user U for each store. The overall average usage amount is the average amount of discount coupons used across multiple stores. In other words, the overall average usage amount is the sum of all the calculated amounts of discount coupons used by multiple users U at each store during the target period. The overall average granted amount is the average amount of discount coupons granted across multiple stores. In other words, the overall average granted amount is the sum of all the calculated amounts of discount coupons used by multiple users U at each store during the target period.

The management unit 33, for example, refers to discount coupon information and call-in results/FB information to determine the average store usage amount, average store credit amount, overall average usage amount, and overall average credit amount for each user U.

In the example shown in FIG. 10, the management unit 33 refers to the discount coupon information and the call-in result/FB information, and for user U with user identification number "1", determines the average store usage amount at store A and the average store given amount at store A as the sum of "XXX yen" and "RRR yen" divided by 2, and determines the average store usage amount at store B as "0 yen" and the average store given amount at store B as "QQQ yen". The management unit 33 then determines the overall average usage amount (the sum of the discount coupon usage amounts at stores A and B divided by 2) as the sum of "XXX yen" and "RRR yen" divided by 2, and determines the overall average given amount (the discount coupon given amounts at stores A and B divided by 3) as the sum of "XXX yen", "RRR yen", and "QQQ yen" divided by 3. The method of identifying each of the above information is not particularly limited, and the management unit 33 may identify each of the above information by, for example, comparing the reservation number included in the guidance information, the reservation number included in the store reservation information, and the reservation number included in the management call-in information, or may identify the information based on information input by the user U via the communication terminal 10. The management unit 33 may identify each of the above information, for example, based on the guidance information, taking into consideration the use of discount coupons other than those granted by the call-in delivery.

The second acquisition unit 34 acquires the call result/FB information, the cancellation waiting reservation information, and the store reservation information from the storage unit 32. These pieces of information are user action information. The user action information is information indicating actions taken by multiple users U who use the community in response to a call message from each store in the community that includes multiple stores, in order to visit the store. The second acquisition unit 34 may acquire only the call result/FB information as the user action information. The second acquisition unit 34 also acquires store information indicating multiple cancellation waiting stores and multiple reservation-available stores, and cancellation waiting store user information indicating multiple cancellation waiting store users who have reserved the cancellation waiting store, from the management unit 33. The second acquisition unit 34 outputs the call result/FB information, the cancellation waiting reservation information, the store reservation information, and the cancellation waiting store user information to the estimation unit 35, and outputs the store information and the cancellation waiting store user information to the control unit 36.

The second acquisition unit 34 further acquires from the memory unit 32, for each user U to whom a promotional message was delivered, the number of visits to each store, the number of times a store discount coupon was used, the total number of visits to multiple stores, the total number of times a discount coupon was used, the average amount spent at the store, the average amount given at the store, the total average amount spent, and the total average amount given, for the target period. The second acquisition unit 34 outputs each of the above acquired information to the control unit 36.

The estimation unit 35 estimates the preference (attention) in the community of each of the multiple waiting store users shown in the waiting store user information acquired from the second acquisition unit 34 based on the call result/FB information, waiting reservation information, and store reservation information acquired from the second acquisition unit 34. A low preference indicates that the user U is low in preference, and a high preference indicates that the user U is high in preference. In this system, for a user U who has reserved a store, a user U with a low preference is determined to be a user U who is low in preference to the store and relatively flexible in responding to reservation changes, etc., and a user U with a high preference is determined to be a user U who is high in preference to the store and relatively inflexible in responding to reservation changes, etc. As a preliminary process for estimating the above preference, the estimation unit 35 estimates (specifies) an action target store that has taken an action toward a store for each of the multiple waiting store users based on the call result/FB information and waiting reservation information. The action target store is a store where a waiting store user has taken an action that is likely to lead to a store visit. In this embodiment, two types of action target stores are estimated: first action target stores and second action target stores (details will be described later). The above-mentioned preference level is a preference level for multiple stores, and indicates, for example, the degree of commitment to the first action target store (action target store). In other words, a high preference level indicates a high possibility that a cancellation waiting store user will go to the first action target store. The estimation unit 35 estimates the preference level periodically, for example, once a month. The estimation unit 35 outputs the estimated information indicating the first and second action target stores and the preference level to the control unit 36. The information indicating the first and second action target stores and the preference level are used in the leveling process described later. The following description will basically focus on the estimation of each of the above information for one cancellation waiting store user.

First, the estimation unit 35, for example, refers to the call results and FB information to estimate the stores that are the target of the first and second actions for each store user waiting for cancellations. Specifically, the estimation unit 35 estimates that the stores whose reservation status confirmation information is "opened" and the visit status information is "visited" during the target period from the current time to a predetermined time point going back, such as the target period (the most recent month), are the stores that are the target of the first action, and estimates that the stores whose reservation status confirmation information is "opened" and the visit status information is "future store" are the stores that are the target of the second action.

The estimation unit 35 further estimates that a store whose FB1 (attractiveness) is equal to or greater than a predetermined score and whose visit information is "visit" is a target store for the second action, with reference to the call-in result and FB information. The estimation unit 35 further estimates that a reserved store included in the cancellation waiting reservation information is a target store for the first action. As described above, the estimation unit 35 estimates the target stores for the first and second actions for each cancellation waiting store user. Note that the method of estimating the candidate target stores for the first and second actions is not limited to the above method. For example, the estimation unit 35 may refer to the call-in result and FB information and estimate that a store whose number of calls=X and the number of reservations=1 during the target period is a target store for the first action, and that a store whose number of calls=Y (Y>X) and the number of reservations=1 is a target store for the second action.

Next, the estimation unit 35 estimates the preference degree of each cancellation waiting store user. For example, the estimation unit 35 calculates the preference degree of each cancellation waiting store user as follows. First, the estimation unit 35 calculates a value N1 shown in the following formula (1) and a value N2 shown in the following formula (2).
Value N1 = (number of stores targeted for the first action) ÷ (total number of stores targeted for the first and second actions) (1)
Value N2=(number of visits to the store targeted for the first action)÷(number of visits to the store targeted for the second action+number of visits to stores other than the stores targeted for the first and second actions) (2)

The estimation unit 35, for example, refers to the store reservation information acquired from the second acquisition unit 34 to determine the number of visits to the stores targeted for the first and second actions during the target period, and the number of visits to stores other than the stores targeted for the first and second actions.

Next, the estimation unit 35 calculates the preference degree expressed by the following formula (3) based on the values N1 and N2.
Preference = value N1 × value N2 × 100 (3)

As described above, the estimation unit 35 estimates the preference of each waiting store user. The method of estimating the preference is not limited to the above method. For example, the estimation unit 35 may calculate the preference after weighting each of the values N1 and N2. Also, for example, the estimation unit 35 may assign ranks according to the magnitude of each of the values N1 and N2, and calculate the preference by multiplying the assigned ranks by 100. The estimation unit 35 outputs information indicating the first and second action target stores and the preference of each estimated waiting store user to the control unit 36. The control unit 36 generates store status information including the above information, and outputs the generated store status information to the storage unit 32.

Figure 11 is a diagram showing an example of store status information. The store status information includes a user identification number, a data update date, first action target store information, second action target store information, preference level, and user information. Details of the user information will be described later.

The control unit 36 performs a leveling process and an incentive determination process. First, as a leveling process, the control unit 36 selects one or more target users from among multiple cancellation waiting store users so that the lower the preference level, the more likely the target user is to be selected as a target user to receive a notification to change a reservation to one of the reservation-available stores, and generates a guidance message for the target users. The guidance message is a message that provides guidance on changing a reservation to a reservation-available store. At this time, the control unit 36 selects target users from among multiple cancellation waiting store users so that the greater the number of first action target stores (action target stores), the more likely the target user is to be selected by the target user.

Here, an example of a method for selecting a target user by the control unit 36 will be described. First, the control unit 36 sorts the cancellation waiting store users in ascending order of preference. When there are multiple cancellation waiting store users with the same preference, the control unit 36 sorts the multiple cancellation waiting store users in descending order of the number of stores that are eligible for the first action. Then, the control unit 36 selects a target user according to the number of users U who are waiting for a cancellation. For example, when there is only one user U who is waiting for a cancellation, the control unit 36 selects the first cancellation waiting store user after sorting as the target user.

In the example of store status information shown in FIG. 11, the control unit 36 first refers to the preference of each store user on the waiting list and rearranges the store users on the waiting list in the order of user identification number "8" → "5, 6" → "7". Then, the control unit 36 compares the number of stores that are the first action target stores of user U with user identification number "5" who has the same preference with the number of stores that are the first action target stores of user U with user identification number "6", and rearranges them in the order of "6" → "5". In the example shown in FIG. 11, the number of users U on the waiting list is one. Therefore, the control unit 36 selects user U with user identification number "8" as the target user from among the users U rearranged from the top in the order of user identification numbers "8" → "6" → "5" → "7". The number of target users is not limited to the above example. For example, the control unit 36 may select user U with user identification number "6", which is the number next to user identification number "8", as a target user in addition to user U with user identification number "8", or may select target users from among store users on the waiting list, excluding user U who is on the waiting list for a cancellation.

The control unit 36 generates a guidance message to be sent to the selected target user. In this embodiment, the control unit 36 identifies a recommended store and generates a message to the target user as a guidance message to inform the target user of changing the reservation to the recommended store. The recommended store is, for example, a store that is a second action target store (action target store) for the target user among multiple stores and corresponds to a reservation-available store. Note that the recommended store is not limited to the above example, and may be, for example, a store that the target user has visited the most in the past and a reservation-available store. Note that, if there is no recommended store, the control unit 36 generates a guidance message to inform the target user of changing the reservation to one of the reservation-available stores. Also, in this embodiment, the control unit 36 generates a guidance message including information that a discount coupon (incentive) will be given to the target user if the target user moves from a cancellation waiting store to a reservation-available store. The control unit 36 outputs the generated guidance message to the output unit 37.

Next, a description will be given of the incentive determination process performed by the control unit 36. The control unit 36 first calculates a value N3 (the ratio of the number of times a store discount coupon has been used to the number of times a store has been visited) for each user U, which is shown in the following formula (3), based on the number of visits to each store and the number of times a store discount coupon has been used, acquired from the second acquisition unit 34.
Value N3 = (number of times a store discount coupon was used ÷ number of times a store was visited) × 100 (3)

The control unit 36 calculates a value N4 (the ratio of the total number of times discount coupons are used to the total number of times visits to multiple stores) for each user U, as shown in the following formula (4), based on the total number of visits to multiple stores and the total number of times discount coupons are used.
Value N4 = (total number of times discount coupons are used ÷ total number of times a customer visits multiple stores) × 100 (4)

The control unit 36 then selects a user U whose first target value (target value) calculated based on the values N3 and N4 is equal to or greater than a predetermined first threshold as an incentive-requiring user, and selects a user U whose first target value is less than the first threshold as an incentive-unnecessary user. As an example, the first target value is the average value of the values N3 and N4, and the first threshold is 50%. The first target value and the first threshold are not limited to the above example.

The control unit 36 may also refer to the store visit FB information and the call-in result/FB information, and select as users who need incentives those users U whose FB1 (satisfaction) included in the store visit FB information is lower than a predetermined value and FB2 (reason) is "unsatisfied with the discount amount" and those whose FB1 (attractiveness) included in the call-in result/FB information is low and FB2 (reason) is "unsatisfied with the discount amount". The control unit 36 may also select as users who do not need incentives those users whose FB1 (satisfaction) included in the store visit FB information is higher than a predetermined value and FB2 (reason) is "menu, store atmosphere", and those whose FB1 (attractiveness) included in the call-in result/FB information is high and FB2 (reason) is "menu, store atmosphere".

Next, the control unit 36 calculates a value N5 (the ratio of the average store usage amount to the average store awarded amount) for each user U, as shown in the following formula (5), based on the average store usage amount and the average store awarded amount acquired from the second acquisition unit 34.
Value N5 = (average store usage amount ÷ average store allocation amount) × 100... (5)

The control unit 36 calculates a value N6 (the ratio of the total average usage amount to the total average awarded amount) for each user U, as shown in the following formula (6), based on the total average usage amount and the total average awarded amount acquired from the second acquisition unit 34.
Value N6 = (total average amount used ÷ total average amount granted) × 100... (6)

The control unit 36 then selects incentive-needing users whose second target value calculated based on the values N5 and N6 is equal to or greater than the second threshold as high incentive-needing users, and further selects incentive-needing users whose second target value is less than the second threshold as low incentive-accepting users. As an example, the second target value is the average value of the values N5 and N6, and the second threshold is 100%. The second target value and the second threshold are not limited to the above example. As described above, the control unit 36 determines the degree of discount on the discount coupon for incentive-needing users so that the degree is higher the higher the values N5 and N6 are.

The control unit 36 outputs user information (information) indicating high incentive needing users, low incentive acceptable users, and incentive not required users to the management unit 33. The management unit 33 distributes discount coupons to the users U based on the user information received from the control unit 36. Specifically, for example, the management unit 33 refers to the discount coupon information and distributes discount coupons indicated by the discount coupon information corresponding to the basic information of each user U and the user information received from the control unit 36 to the users U. Note that, for example, the management unit 33 may refer to the user information and perform a call-in distribution by granting discount coupons only to high incentive needing users and low incentive acceptable users. Also, the management unit 33 may refer to the user information and perform a call-in distribution by granting discount coupons to high incentive needing users and low incentive acceptable users, and perform a call-in distribution without granting discount coupons to incentive not required users. The use of such call-in distribution according to the user category may be determined, for example, by the management unit 33, or may be determined, for example, based on information indicating the use that is included in the registration discount coupon information received from the store management terminal 20.

The control unit 36 performs the process of selecting high incentive needing users, low incentive acceptable users, and incentive not needed users at a predetermined interval, for example, once a month. The control unit 36 may also generate proposal information proposing the degree of discount of discount coupons to each user together with the user information. For example, the control unit 36 generates proposal information to the effect that, out of five times that a discount coupon is granted, the discount amount of a discount coupon to a low incentive acceptable user is set lower than the discount amount for a high incentive needing user four times, and the discount amount is set the same as that of a high incentive needing user once. The control unit 36 may output the generated proposal information to the output unit 37.

The control unit 36 may further select a first confirmation user and a second confirmation user in addition to the above three types of users. The first confirmation user is a low incentive acceptable user who is likely to be changed to the category of a high incentive needing user. The second confirmation user is an incentive not required user who is likely to be changed to the category of a low incentive acceptable user. For example, for each low incentive acceptable user, the control unit 36 selects a low incentive acceptable user whose difference between the second target value of the current month and the second target value of the previous month is equal to or greater than a predetermined third threshold as the first confirmation user. Also, for each incentive not required user, the control unit 36 selects a user whose difference between the second target value of the current month and the second target value of the previous month is equal to or greater than a predetermined fourth threshold as the second confirmation user. For example, the control unit 36 generates proposal information to the effect that, out of five times of granting the discount coupon, the discount amount of the discount coupon for the first confirmation user and the second confirmation user is set to a lower amount than the discount amount for the high incentive needing user three times and to the same discount amount as the high incentive needing user two times.

The output unit 37 outputs the guidance message acquired from the control unit 36 to the communication terminal 10 of the target user for viewing by the target user. The output unit 37 may also output the proposal information acquired from the control unit 36 to the store management terminal 20 for viewing by the store.

Next, a series of steps from management processing to leveling processing performed by the information processing system 1 according to this embodiment will be described with reference to FIG. 12. FIG. 12 is a flowchart showing the leveling processing performed by the information processing system 1.

As shown in FIG. 12, in the information processing system 1, the community server 30 acquires registration reservation information, call-in feedback information, store visit feedback information, basic information of user U, and action information from the communication terminal 10, and acquires guidance information, reservable seat information, registration discount coupon information, and registration call-in information from the store management terminal 20, and stores them in the memory unit 32 as data 300 (step S11).

Then, in the community server 30, store reservation information, cancellation waiting reservation information, discount coupon information, management call-in information, and call-in result/FB information for multiple stores are generated based on the registration reservation information, call-in FB information, guidance information, available seat information, registration discount coupon information, and registration call-in information acquired in step S11 (step S12). Next, in the community server 30, each piece of information generated in step S12 is managed, and call-in messages and discount coupons are distributed to multiple users U (step S13).

Then, in the community server 30, the discount coupon information, management call-in information, store reservation information, cancellation waiting reservation information, and call-in results/FB information generated in step S12 are stored as data 300 (step S14).

Next, the community server 30 identifies (acquires) stores on the cancellation waiting list, stores that can be reserved, and store users on the cancellation waiting list (step S15).

Next, the community server 30 estimates the action target store and the preference in the community for each waiting store user based on the call result, FB information, and waiting reservation information (step S16).

Next, in the community server 30, a target user who is likely to change a reservation to a reservation-available store is selected from among the multiple waiting store users according to the preference estimated in step S16 (step S17), a guidance message is generated for the target user, and the generated guidance message is output for viewing by the target user (step S18). As a result, when the guidance message is acquired by the communication terminal 10, the guidance message is displayed on the screen of the communication terminal 10.

Next, the incentive determination process performed by the information processing system 1 according to this embodiment will be described with reference to FIG. 13. FIG. 13 is a flowchart showing the incentive determination process performed by the information processing system 1.

First, in the information processing system 1, the community server 30 identifies (obtains) for each user U, for the target period, the number of visits to each store, the number of times a store discount coupon was used, the total number of visits to multiple stores, the total number of times a discount coupon was used, the average amount spent at the store, the average amount given at the store, the total average amount spent, and the total average amount given (step S21).

Next, in the community server 30, a value N3 is calculated for each user U based on the number of visits to each store and the number of times a store discount coupon was used, obtained in step S21, and a value N4 is calculated based on the total number of visits to the multiple stores and the total number of times a discount coupon was used, obtained in step S21 (step S22).

Next, in the community server 30, a user U whose first target value calculated based on the values N3 and N4 calculated in step S22 is equal to or greater than a predetermined first threshold is selected as an incentive-needing user, and a user U whose first target value is less than the first threshold is selected as an incentive-not-needing user (step S23).

Next, in the community server 30, a value N5 is calculated for each user U based on the average store usage amount and the average store credit amount obtained in step S21, and a value N6 is calculated based on the overall average usage amount and the overall average credit amount obtained in step S21 (step S24).

Then, in the community server 30, incentive-needing users whose second target values calculated based on the values N5 and N6 calculated in step S24 are equal to or greater than the second threshold are selected as high-incentive-needing users, and incentive-needing users whose second target values are less than the second threshold are selected as low-incentive-accepting users (step S25). After that, in the community server 30, discount coupons are distributed to user U based on the user information indicating the high-incentive-needing users, low-incentive-accepting users, and incentive-unnecessary users, and the basic information of user U.

Next, the effects of the information processing system 1 according to this embodiment will be described.

In the information processing system 1, the preference level of each of multiple waiting store users in the community is estimated based on user action information (call results/FB information, waiting reservation information, and store reservation information). The user action information indicates the action taken by user U to visit a store in response to a call message (call information) from each store in a community that includes multiple stores. Then, in the information processing system 1, one or more target users are selected from multiple waiting store users so that the lower the preference level, the more likely they are to be selected as a target user to receive a notification to change the reservation to one of the available stores, a notification message is generated to guide the user to change the reservation to one of the available stores, and the notification message is output for viewing by the target users.

In this way, the preference (attention) of each user U in the community is estimated by taking into consideration the action (reservation, etc.) that the user U actually took in response to the store's invitation message, and the preference of the user U in the community can be estimated with high accuracy. The user U with a low estimated preference (i.e., low attention to the store) is more likely to be selected as a target user who will receive a notice to change the reservation, so that the user waiting for the cancellation store is effectively (highly likely) encouraged to change the reservation to a reservation-available store. As a result, the possibility of the user moving from a cancellation waiting store that cannot accept the user U due to congestion to a reservation-available store that can accept the user U can be increased, so that the congestion of the entire community can be leveled out. As a result, for example, the user U who was waiting for the cancellation and would not have contributed to sales as it was can contribute to the sales of the reservation-available store, and the sales of the entire community can be improved. As described above, the information processing system 1 according to this embodiment can carry out marketing suitable for optimizing the sales of the entire community.

The management unit 33 executes a process (first process) of identifying, for each of the multiple stores, reservable seat information indicating the presence or absence of reservable seats at each future date and time, and reservation user information indicating the reservation user who has made the reservation, and a process (second process) of identifying, among the multiple stores, stores that do not have reservable seats in the reservable seat information as cancellation waiting stores and stores that have reservable seats as reservable stores, and identifying multiple users U indicated as reservation users of the cancellation waiting stores in the reservation user information as cancellation waiting store users, and the second acquisition unit 34 acquires store information based on the cancellation waiting stores and reservable stores identified by the management unit 33, and acquires cancellation waiting store user information based on the multiple cancellation waiting store users identified by the management unit 33. According to this configuration, the reservable seat information that can grasp the reservation status at each future date and time for each of the multiple stores and the reservation user information that can grasp which of the multiple stores each user U has reserved are used, so that the cancellation waiting stores, reservable stores, and cancellation waiting store users can be appropriately and easily identified.

The estimation unit 35 identifies, for each of a plurality of waiting store users on the cancellation waiting list, an action target store that has taken an action toward visiting the store based on the user action information, and the control unit 36 identifies a recommended store that is an action target store for the target user and is a store that can be reserved, and generates a guidance message for the target user informing the target user of how to change the reservation to the recommended store. With this configuration, the target user is guided to change the reservation to a store that the target user prefers, thereby increasing the possibility that the target user will change the reservation to the reserved store.

The control unit 36 selects a target user from among multiple cancellation waiting store users such that the greater the number of action target stores, the more likely the user is to be selected as a target user.

In general, a target store (action target store) where a user U has taken an action that is likely to lead to a store visit can be said to be a favorite store of the user U, and the more favorite stores a user U has within the community, the less preference he or she has for a particular store. According to this information processing system 1, since a user U with a greater number of first action target stores is more likely to be selected as a target user, it is possible to select a user U who is less picky (i.e., who is more likely to change the reservation to another store within the same community) as a target user, from among multiple users U who have made reservations at stores on the waiting list.

The control unit 36 generates a notification message for the target user that includes information that an incentive will be given if the target user moves from a store on the waiting list to a store that accepts reservations. This configuration can further increase the likelihood that the target user will change their reservation to a store that accepts reservations.

The management unit 33 delivers (grant) a discount coupon (an incentive for using the store) to the user U, and the second acquisition unit 34 further acquires, for each user U to whom the call-up message was delivered, the number of visits to each of the multiple stores, the number of store incentive uses for each of the multiple stores, the number of visits to all of the multiple stores, and the total number of incentive uses for all of the multiple stores, for the target period from the current time to a time going back a predetermined period from the current time. The control unit 36 calculates, for each user U, the ratio of the number of store incentive uses to the number of visits to each store included in the multiple stores and the ratio of the total number of incentive uses to the number of visits to all of the multiple stores, and selects the user U whose first target value calculated based on the ratio of the number of store incentive uses and the ratio of the total number of incentive uses is equal to or greater than a first threshold as a user who needs an incentive, and selects the user U whose first target value is less than the first threshold as a user who does not need an incentive, and the management unit 33 delivers (grant) a discount coupon to the user U based on the user information indicating the user who needs an incentive and the user who does not need an incentive.

With this configuration, for example, it is possible to automatically determine an indicator for whether or not to grant a discount coupon to each of multiple users U, thereby reducing the burden of marketing on multiple stores.

The second acquisition unit 34 further acquires, for each user U, the average store usage amount and the average store credit amount for each of the multiple stores for the target period, and the overall average usage amount and the overall average credit amount for all of the multiple stores. The control unit 36 calculates, for each user U, the ratio of the average store usage amount to the average store credit amount for each store, and the ratio of the overall average usage amount to the overall average credit amount. The control unit 36 further selects incentive-needing users whose second target value calculated based on the ratio of the average store usage amount to the average store credit amount for each store, and the ratio of the overall average usage amount to the overall average credit amount, is equal to or greater than a second threshold value, as high incentive-needing users, and further selects incentive-needing users whose second target value is less than the second threshold value as low incentive-accepting users.

In general, the reason why a user U who frequently uses discount coupons visits a store is likely because he or she has been issued a discount coupon. According to this information processing system 1, the rate of coupon usage at each store in the community and at the community as a whole is taken into consideration, and the degree of discount of the discount coupon can be appropriately determined, thereby reducing the marketing burden of multiple stores in the community. Specifically, for example, the information processing system 1 automatically determines that a discount coupon with a high discount rate is issued to a user U who visits a store because of a discount coupon, and that a discount coupon with a low discount rate or no discount coupon is issued to a user U who visits the store for other reasons, and delivers the discount coupon to the user U, so that an appropriate discount coupon can be issued to each user U.

Next, the hardware configuration of the communication terminal 10, the store management terminal 20, and the community server 30 included in the information processing system 1 will be described with reference to FIG. 14. The communication terminal 10, the store management terminal 20, and the community server 30 described above may be physically configured as a computer device including a processor 1001, a memory 1002, a storage 1003, a communication device 1004, an input device 1005, an output device 1006, a bus 1007, etc.

In the following description, the term "apparatus" may be interpreted as a circuit, device, unit, etc. The hardware configurations of the communication terminal 10, the store management terminal 20, and the community server 30 may be configured to include one or more of the devices shown in the figure, or may be configured to exclude some of the devices.

The functions of the communication terminal 10, the store management terminal 20, and the community server 30 are realized by loading specific software (programs) onto hardware such as the processor 1001 and memory 1002, causing the processor 1001 to perform calculations, control communication via the communication device 1004, and control at least one of reading and writing data in the memory 1002 and storage 1003.

The processor 1001, for example, runs an operating system to control the entire computer. The processor 1001 may be configured with a central processing unit (CPU) including an interface with peripheral devices, a control device, an arithmetic unit, and registers. For example, the functions of the communication terminal 10, the store management terminal 20, and the community server 30 described above may be realized by the processor 1001.

The processor 1001 also reads out programs (program codes), software modules, data, etc. from at least one of the storage 1003 and the communication device 1004 into the memory 1002, and executes various processes according to these. The programs used are those that cause a computer to execute at least some of the operations described in the above-mentioned embodiments. For example, the functions of the communication terminal 10, the store management terminal 20, and the community server 30 may be realized by a control program stored in the memory 1002 and running on the processor 1001. Although the above-mentioned various processes have been described as being executed by one processor 1001, they may be executed simultaneously or sequentially by two or more processors 1001. The processor 1001 may be implemented by one or more chips. The programs may be transmitted from a network via a telecommunications line.

The memory 1002 is a computer-readable recording medium, and may be composed of at least one of, for example, a ROM (Read Only Memory), an EPROM (Erasable Programmable ROM), an EEPROM (Electrically Erasable Programmable ROM), a RAM (Random Access Memory), etc. The memory 1002 may also be called a register, a cache, a main memory (primary storage device), etc. The memory 1002 can store a program (program code), software module, etc. that is executable to implement the proposed method according to one embodiment of the present disclosure.

Storage 1003 is a computer-readable recording medium, and may be, for example, at least one of an optical disk such as a CD-ROM (Compact Disc ROM), a hard disk drive, a flexible disk, a magneto-optical disk (e.g., a compact disk, a digital versatile disk, a Blu-ray (registered trademark) disk), a smart card, a flash memory (e.g., a card, a stick, a key drive), a floppy (registered trademark) disk, a magnetic strip, etc. Storage 1003 may be referred to as an auxiliary storage device. The above-mentioned storage medium may be, for example, a database, a server, or other suitable medium including at least one of memory 1002 and storage 1003.

The communication device 1004 is hardware (transmission/reception device) for communicating between computers via at least one of a wired network and a wireless network, and is also referred to as, for example, a network device, a network controller, a network card, a communication module, etc. The communication device 1004 may be configured to include a high-frequency switch, a duplexer, a filter, a frequency synthesizer, etc., to realize, for example, at least one of Frequency Division Duplex (FDD) and Time Division Duplex (TDD). For example, the above-mentioned first acquisition unit 31 and output unit 37, etc., may be realized by the communication device 1004.

The input device 1005 is an input device (e.g., a keyboard, a mouse, a microphone, a switch, a button, a sensor, etc.) that accepts input from the outside. The output device 1006 is an output device (e.g., a display, a speaker, an LED lamp, etc.) that performs output to the outside. Note that the input device 1005 and the output device 1006 may be integrated into one structure (e.g., a touch panel).

In addition, each device such as the processor 1001 and the memory 1002 is connected by a bus 1007 for communicating information. The bus 1007 may be configured using a single bus, or may be configured using different buses between each device.

The communication terminal 10, the store management terminal 20, and the community server 30 may be configured to include hardware such as a microprocessor, a digital signal processor (DSP), an application specific integrated circuit (ASIC), a programmable logic device (PLD), or a field programmable gate array (FPGA), and some or all of the functional blocks may be realized by the hardware. For example, the processor 1001 may be implemented using at least one of these pieces of hardware.

Although the present embodiment has been described in detail above, it is clear to those skilled in the art that the present embodiment is not limited to the embodiment described in this specification. The present embodiment can be implemented in modified and altered forms without departing from the spirit and scope of the present invention as defined by the claims. Therefore, the description in this specification is intended as an illustrative example and does not have any restrictive meaning with respect to the present embodiment.

In the above embodiment, a configuration in which the community server 30 has each of the above functions has been exemplified. However, in the information processing system 1, for example, another server may have some or all of the functional components, and for example, the communication terminal 10 and the store management terminal 20 may have some of the functional components. As an example, the first acquisition unit 31 and the management unit 33 may be provided by another server. In addition, the community server 30 does not need to perform the incentive determination process.

The community server 30 may be configured as a single device that is physically or logically coupled, or may be configured as multiple devices that are physically or logically separated from each other. For example, the community server 30 may be realized by multiple computers distributed over a network, such as in cloud computing. As described above, the configuration of the community server 30 may include any configuration that can realize the functions of the community server 30.

The user action information is not limited to the above embodiment, but may be information indicating actions taken by each user U who uses a community including multiple stores, in response to the invitation information of multiple stores received by the user U, in preparation for visiting the store. For example, the user action information may be registration reservation information, invitation FB information, visit FB information, and action information.

The information message does not have to include a statement that a discount coupon will be provided. The incentive may be something other than a discount coupon, such as points that can be used at multiple stores, or a complimentary coupon. In the above embodiment, the management unit 33 performs the first process and the second process and distributes a discount coupon to the user U. However, in the information processing system 1, for example, the community server 30 may include an identification unit that performs the first process and the second process, and an incentive granting unit that grants an incentive to the user U.

The block diagrams used to explain the above embodiments show functional blocks. These functional blocks (components) are realized by any combination of at least one of hardware and software. Furthermore, the method of realizing each functional block is not particularly limited. That is, each functional block may be realized using one device that is physically or logically coupled, or may be realized using two or more devices that are physically or logically separated and directly or indirectly connected (for example, using wires, wirelessly, etc.). The functional blocks may be realized by combining the one device or the multiple devices with software.

Functions include, but are not limited to, judgement, determination, judgment, calculation, computation, processing, derivation, investigation, search, confirmation, reception, transmission, output, access, resolution, selection, selection, establishment, comparison, assumption, expectation, regard, broadcasting, notifying, communicating, forwarding, configuring, reconfiguring, allocating, mapping, and assignment. For example, a functional block (component) that performs the transmission function is called a transmitting unit or transmitter. As mentioned above, there are no particular limitations on the method of realization for either of these functions.

Notification of information is not limited to the aspects/embodiments described in this disclosure and may be performed using other methods.

The processing steps, sequences, flow charts, etc. of each aspect/embodiment described in this disclosure may be reordered unless inconsistent. For example, the methods described in this disclosure present elements of various steps using an example order and are not limited to the particular order presented.

Information, etc. may be output from a higher layer (or a lower layer) to a lower layer (or a higher layer). Information, etc. may be input/output via multiple network nodes.

The input and output information may be stored in a specific location (e.g., memory) or may be managed using a management table. The input and output information may be overwritten, updated, or added to. The output information may be deleted. The input information may be transmitted to another device.

The determination may be based on a value represented by one bit (0 or 1), a Boolean (true or false) value, or a numerical comparison (e.g., with a predetermined value).

Each aspect/embodiment described in this disclosure may be used alone, in combination, or switched depending on the execution. In addition, notification of specific information (e.g., notification that "X is the case") is not limited to explicit notification, but may be performed implicitly (e.g., by not notifying the specific information).

Although the present disclosure has been described in detail above, it is clear to those skilled in the art that the present disclosure is not limited to the embodiments described herein. The present disclosure can be implemented in modified and altered forms without departing from the spirit and scope of the present disclosure as defined by the claims. Therefore, the description of the present disclosure is intended as an illustrative example and does not have any limiting meaning on the present disclosure.

Software shall be construed broadly to mean instructions, instruction sets, code, code segments, program code, programs, subprograms, software modules, applications, software applications, software packages, routines, subroutines, objects, executable files, threads of execution, procedures, functions, etc., whether referred to as software, firmware, middleware, microcode, hardware description language, or otherwise.

Software, instructions, information, etc. may also be transmitted and received via a transmission medium. For example, if the software is transmitted from a website, community server 30, or other remote source using at least one of wired technology (coaxial cable, fiber optic cable, twisted pair, Digital Subscriber Line (DSL), etc.) and wireless technology (infrared, microwave, etc.), then at least one of these wired and wireless technologies is included within the definition of a transmission medium.

The information, signals, etc. described in this disclosure may be represented using any of a variety of different technologies. For example, the data, instructions, commands, information, signals, bits, symbols, chips, etc. that may be referred to throughout the above description may be represented by voltages, currents, electromagnetic waves, magnetic fields or magnetic particles, optical fields or photons, or any combination thereof.

Note that terms explained in this disclosure and terms necessary for understanding this disclosure may be replaced with terms having the same or similar meanings.

As used in this disclosure, the terms "system" and "network" are used interchangeably.

In addition, the information, parameters, etc. described in this disclosure may be expressed using absolute values, may be expressed using relative values from a predetermined value, or may be expressed using other corresponding information.

The names used for the parameters described above are not limiting in any way. Furthermore, the formulas etc. using these parameters may differ from those explicitly disclosed in this disclosure.

As used in this disclosure, the terms "determining" and "determining" may encompass a wide variety of actions. "Determining" may include, for example, judging, calculating, computing, processing, deriving, investigating, looking up, searching, inquiring (e.g., searching in a table, database, or other data structure), ascertaining, and the like. "Determining" may also include receiving (e.g., receiving information), transmitting (e.g., sending information), input, output, accessing (e.g., accessing data in memory), and the like. Additionally, "judgment" and "decision" can include considering resolving, selecting, choosing, establishing, comparing, etc., to have been "judged" or "decided." In other words, "judgment" and "decision" can include considering some action to have been "judged" or "decided." Additionally, "judgment" can be interpreted as "assuming," "expecting," "considering," etc.

The terms "connected" and "coupled", or any variation thereof, refer to any direct or indirect connection or coupling between two or more elements, and may include the presence of one or more intermediate elements between two elements that are "connected" or "coupled" to each other. The coupling or connection between elements may be physical, logical, or a combination thereof. For example, "connected" may be read as "access". As used in this disclosure, two elements may be considered to be "connected" or "coupled" to each other using at least one of one or more wires, cables, and printed electrical connections, as well as electromagnetic energy having wavelengths in the radio frequency range, microwave range, and optical (both visible and invisible) range, as some non-limiting and non-exhaustive examples.

As used in this disclosure, the phrase "based on" does not mean "based only on," unless expressly stated otherwise. In other words, the phrase "based on" means both "based only on" and "based at least on."

Any reference to elements using designations such as "first," "second," etc., used in this disclosure does not generally limit the quantity or order of those elements. These designations may be used in this disclosure as a convenient way to distinguish between two or more elements. Thus, a reference to a first and a second element does not imply that only two elements may be employed or that the first element must precede the second element in some way.

The "part" in the configuration of each of the above devices may be replaced with a "circuit" or a "device", etc.

When the terms "include," "including," and variations thereof are used in this disclosure, these terms are intended to be inclusive, similar to the term "comprising." Additionally, the term "or," as used in this disclosure, is not intended to be an exclusive or.

In this disclosure, where articles have been added through translation, such as a, an, and the in English, this disclosure may include that the nouns following these articles are in the plural form.

In this disclosure, the term "A and B are different" may mean "A and B are different from each other." The term may also mean "A and B are each different from C." Terms such as "separate" and "combined" may also be interpreted in the same way as "different."

1... Information processing system, 33... Management unit (identification unit, incentive granting unit), 34... Second acquisition unit (acquisition unit), 35... Estimation unit, 36... Control unit, 37... Output unit, U... User.

Claims (7)

an acquisition unit that acquires user action information indicating actions taken by multiple users who use a community including multiple stores in response to call-in information from each store in the community, store information indicating one or more waiting-for-cancellation stores among the multiple stores where a waiting-for-cancellation has occurred and one or more available-for-reservation stores, and waiting-for-cancellation store user information indicating multiple waiting-for-cancellation store users who have made reservations at the waiting-for-cancellation stores;
an estimation unit that, based on the user action information, identifies an action target store that has taken an action toward visiting the store for each of the plurality of waiting store users, and estimates the degree of preference in the community such that the greater the number of visits to the action target store, the higher the preference level ;
a control unit that selects one or more of the plurality of waiting list store users such that the lower the preference level of the target user, the more likely the target user is to be selected as a target user to be notified of a reservation change to one of the reservation-available stores, and generates a guidance message for the target user to inform the target user of a reservation change to one of the reservation-available stores;
an output unit that outputs the guidance message for viewing by the target user. A first process of identifying, for each of the plurality of stores, reservable seat information indicating whether or not there is a reservable seat at each future date and time, and reservation user information indicating a reservation user who has made a reservation;
a second process of identifying, among the plurality of stores, a store that does not have the reservable seats in the reservable seat information as the cancellation waiting store and identifying a store that has the reservable seats as the reservation available store, and identifying a plurality of users that are indicated as the reservation users of the cancellation waiting store in the reservation user information as the cancellation waiting store users,
The information processing system of claim 1, wherein the acquisition unit acquires the store information based on the cancellation waiting stores and the reservation available stores identified by the identification unit, and acquires the cancellation waiting store user information based on the multiple cancellation waiting store users identified by the identification unit. The information processing system according to claim 1 or 2, wherein the control unit identifies a recommended store that is the action target store of the target user and is also a reservation-available store, and generates the guidance message instructing the target user to change the reservation to the recommended store. The information processing system according to claim 3, wherein the control unit selects the target user from among the plurality of waiting store users such that the target user is more likely to be selected by the target user the greater the number of action target stores. 5. The information processing system according to claim 3, wherein the control unit generates the guidance message including information that an incentive will be given to the target user when the target user moves from the waiting store to the reservation-available store. An incentive granting unit that grants an incentive to the user for use of the store,
The acquisition unit acquires, for each user included in the plurality of users to which call-in information has been delivered, for a target period from the present time to a time point preceding a predetermined time period,
The number of visits to each of the plurality of stores;
a store incentive usage count, which is the number of times an incentive is used, granted to a user together with the delivery of the promotion information for each of the plurality of stores;
The number of visits to all of the plurality of stores; and
Further, an overall incentive usage count is obtained, which is the number of times the incentive is used for all of the plurality of stores;
The control unit is
calculating, for each user, a ratio of the number of times the store incentive is used to the number of visits to each store included in the plurality of stores, and a ratio of the number of times the total incentive is used to the number of visits to all of the plurality of stores;
selects a user for whom a first target value calculated based on the ratio of the number of times the in-store incentive is used and the ratio of the number of times the total incentive is used is equal to or greater than a predetermined first threshold as an incentive-needing user, and selects a user for whom the first target value is less than the first threshold as an incentive-not-needing user;
6. The information processing system according to claim 1, wherein the incentive granting unit grants the incentive to the user based on information indicating the incentive-requiring user and the incentive-not-requiring user. The incentive is a discount coupon for use at a store,
The acquisition unit acquires, for each user, the target period.
For each of the plurality of stores, an average store usage amount, which is the average amount of the discount coupons used, and an average store allocation amount, which is the average amount of the discount coupons allocated;
Further obtain an overall average usage amount, which is the average usage amount of the discount coupon, and an overall average grant amount, which is the average grant amount of the discount coupon, for all of the plurality of stores;
The control unit is
Calculating, for each user, a ratio of the average store usage amount to the average store awarded amount for each store included in the plurality of stores, and a ratio of the overall average usage amount to the overall average awarded amount;
The information processing system of claim 6 further selects the incentive-needing user whose second target value calculated based on the ratio of the average store usage amount to the average store granted amount for each store included in the plurality of stores and the ratio of the overall average usage amount to the overall average granted amount is equal to or greater than a predetermined second threshold as a high incentive-needing user, and further selects the incentive-needing user whose second target value is less than the second threshold as a low incentive-accepting user.

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