JP2002150070A - Parcel delivery service system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an elaborate parcel delivery service without setting a telephone watcher. SOLUTION: A member data base 14 stores member information on a customer 20 or a parcel delivery service trader 50, an order site data base 13 stores a parcel delivery order site of the service trader and an order data base 15 stores guidance to induce order contents to a screen for the customer and the order contents from the customer. A WWW server 11 reads and returns information of the parcel delivery order site in accordance with access through the Internet 30 from the customer, registers the member in a member data base, stores the confirmed order contents in the order data base and automatically transmits them to the parcel delivery service trader. A voice recognition server 12 anounces order input in voice to the member by the data in the voice data base when there is a telephone call for a parcel delivery order from the member and reports the confirmed order contents to the WWW server.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a home delivery service system for delivering goods to a customer in response to a home delivery order from the customer.

[0002]

2. Description of the Related Art Conventionally, a delivery service such as pizza, sushi and the like, and products such as cleaning, fresh flowers, hire, rice and the like are delivered to the customer's request in response to the customer's request. In this case, the customer usually makes a telephone call to a desired store (hereinafter, referred to as a “delivery service provider”) using an occupational telephone directory or “flyer” to make a request. In this case, the customer has to turn over a heavy and thick telephone directory or circumvent miscellaneous "handbills", which is bothersome. Besides, you have to make a phone call.

In recent years, with the spread of the Internet, a search on a personal computer for searching for a home delivery service provider has been increasing. In this case, the type of the home delivery service, the price, the home delivery area, and the like will be input as keywords. In this way, the customer is relieved of the hassle described above. A delivery service provider such as a pizza store that receives an order via telephone or the Internet responds to the delivery service request, creates an order slip, and manually writes the contents of the received order to a computer for sales management and accounting. To enter.

[0004]

However, in the above-described home delivery service system by telephone, it is necessary to respond to the order by telephone, so that an employee must be attached to accept the telephone or a home delivery service company There is a problem that the burden of the home delivery service provider increases because the user has to respond to the request and manually inputs the contents of the order by computer. However, since this type of home delivery service company is often small-scale, employees want to cut down as much as possible, and the home delivery service company can do the original work such as pizza making and home delivery without having to deal with telephone calls. I want to focus as much as possible.

[0005] Further, when an order is received through the Internet, only a one-sided order is received from the customer side. For example, in the case of food and drink, it is difficult to provide a fine-grained service in consideration of the taste of the customer such as sweet / spicy. There is a problem.

Accordingly, a first object of the present invention is to provide a home delivery service system capable of providing a detailed service without attaching an employee to accept an order telephone call.

A second object of the present invention is to provide a home delivery service system capable of automatically inputting the contents of an order to a computer without manually correcting the contents of the order.

[0008]

According to a home delivery service system of the present invention, in response to a home delivery order from a customer, a speech recognition server responds to and listens to the order details, and the WWW server sends the determined order details to a communication network. Automatically transmitted to the home delivery service provider via the Internet.

More specifically, the home delivery service system of the present invention provides a home delivery service system in which a home delivery service company delivers goods to a customer in response to a home delivery order from the customer. ) Or a member database (14) for storing the member information of the home delivery service company (50), an order site database (13) for storing the home delivery order site of the home delivery service company registered as a contract or a member, An order database (15) for storing guidance for guiding the order contents on the screen and order contents from the customer, and connected to the respective databases (13, 14, and 15), and a communication network (30) from the customer. ) Depending on access via
WWW server (11) that reads out and returns home delivery order site information, registers as a member in the member database, stores the confirmed order details in the order database, and automatically sends the order to the home delivery service provider; It is connected to a voice database (16) for storing guidance for guiding an order input by voice, a WWW server and a voice database, and when a member receives a telephone call for a home delivery order, the data in the voice database gives the member a message. Announces the order input by voice, and confirms the confirmed order contents to WW
A voice recognition server (12) for notifying the W server.

[0010] In the present invention, first, the member information of the customer or the home delivery service company is stored in the member database, the home delivery order site of the home delivery service company which has been contracted or registered as a member is stored in the order site database, and the members are voiced. The guidance to guide the order input is stored in the voice database. Then, in response to access from the customer via the communication network, the information of the home delivery order site is read and returned. When a home delivery order is received from the member, the order input is announced to the member by voice based on the data in the voice database, and the contents of the order are heard. Thereby, the confirmed order contents are notified to the WWW server.
The WWW server stores the determined order details in the order database and automatically transmits the order contents to the home delivery service provider.

[0011] By adopting such a configuration, the voice recognition server responds to a home delivery order from a customer, so that a fine home delivery service can be provided without attaching a telephone receiver of the order. Become.

Further, since the order content is determined by a voice response to the customer, automatic input to the computer is possible without manually correcting the order content.

[0013]

DESCRIPTION OF THE PREFERRED EMBODIMENTS In a home delivery service system according to the present invention, a speech recognition server responds to a home delivery order from a customer and listens to the contents of the order.
The W server automatically transmits the data to a home delivery service company via a communication network.

[0014]

Next, embodiments of the present invention will be described with reference to the drawings.

Referring to FIG. 1 showing an embodiment of the present invention, a home delivery service system 10 includes a mobile phone 21 of a customer 20 and a home delivery server 51 of a home delivery service provider 30.
A WWW server 11 that can be connected to the mobile phone 21 via the Internet 30, a voice recognition server 12 that can be connected to the mobile phone 21 of the customer 20 via a voice network 40 such as a telephone line,
Order site database 1 connected to server 11
3. Member database 14 and order database 15
And a speech database 16 connected to the speech recognition server 12. The WWW server 11 and the speech recognition server 12 are connected by a LAN (Local Area Network) 17. Such home delivery service system 10
Can be provided, for example, in a data center of an ISP (Internet Service Provider).

The home delivery service company 50 includes a home delivery server 51 connected to the Internet 30 and a home delivery server 51.
And an FAX 53 connected to the voice network 40 are provided. The home delivery service company 50 provides food and drink such as pizza and sushi, cleaning,
Products such as fresh flowers, hire, rice, etc. according to customers' requests,
It is a company that provides on-site delivery services that deliver to the customer. The customer 20 is a public user who wants to receive such a home delivery service. Accordingly, there are, of course, a large number of customers 20 and home delivery service providers 50, but in order to avoid complication of the drawings and still be sufficient to explain the invention, only one of each is shown in the drawings. I have.

In order to receive the home delivery service, the customer 20 needs to register as a member in the member database 14 in order to avoid mischief. The member database 14 stores member information (name, address, telephone number, e-mail address, etc.). The order site database 13 stores a home delivery order site of a home delivery service company 50 who has contracted or registered as a member, and the order database 15 has guidance and guidance for ordering the customer on a screen.
Stores the order contents from. The voice database stores guidance for guiding the customer 20 to input an order by voice. Further, the order receiving database 52 of the home delivery service company 50 stores the contents of orders from the customer 20.

Here, there are two types of business modes using the home delivery service system. One is
In this embodiment, the home delivery service company 50 becomes a business entity and recruits and registers members for the customers 20 for each home delivery service company 50. In this embodiment, the provider or the like provides the home delivery service system 10 to the home delivery service provider 50 who has contracted, and collects a system usage fee from the home delivery service provider 50. The other one is that a provider of the home delivery service system 10 such as a provider becomes a business entity,
In this embodiment, the customer 20 and the home delivery service company 50 are each recruited and registered as members. In this embodiment, the provider or the like collects a certain percentage of the order from the customer 20 from the home delivery service provider 50 as a commission.

The mobile phone 21 needs to have a function capable of connecting to the Internet (i-mode, ez-web, j-sky, etc.). The customer 20 can operate the mobile phone 21 to access a desired home delivery order site via the Internet 30 and transmit user information necessary for member registration. In addition, home delivery can be ordered by menu input or voice input. Delivery order by menu entry,
The store and merchandise selected from the menu on the order screen sent from the WWW server 11 are
Is transmitted to the WWW server 11 via the server and processed by the WWW server 11.

On the other hand, the home delivery order by voice is performed by a single user kick of selecting a store and a product from a menu on the order screen sent from the WWW server 11, and the mobile phone 21 is connected to the Internet 30 via the voice network. It switches seamlessly to 40 connections. As a result, the customer 20 can make a call with the home delivery service system 10 via the voice network 40. Therefore, it is necessary that the mobile phone 21 has a function of displaying at least an order screen, an order confirmation screen, and an order acceptance number, and enabling data input and customer 20 input on these screens.

When the customer 20 accesses the home delivery order site from the mobile phone 21, the WWW server 11 reads out the information of the corresponding home delivery order site from the order site database 13 and returns it to the mobile phone 21 via the Internet 30. I do. When the customer 20 transmits user information for member registration from the mobile phone 21, the telephone number and user information recognized in the caller ID notification are registered in the member database 14, and the member ID is stored in the mobile phone 21.
Notify.

Further, when there is an order for delivery of goods from the customer 20, the WWW server 11 transmits an order screen to the mobile phone 21. Then, when an order accompanied by the member ID is received, a telephone number registered in advance corresponding to the member ID is read from the member database 14, and if the order is for home delivery by menu input, the order is directly sent from the mobile phone 21. In the case of an order for home delivery by voice input, the read telephone number is notified to the notification voice recognition server 12. Further, the received order contents and the total amount of the order are displayed on the Internet screen, and the customer 20 is requested to confirm the order contents. The contents of the order for the product are notified from the voice recognition server 12 when the home delivery is ordered by voice input.

When the order is confirmed, the WWW server 11 stores the contents of the order in the order database 15 and displays the order acceptance number on the Internet screen of the mobile phone 21. Also, the home delivery server 5 via the Internet 30
The home delivery server 51 sends the order details to the order receiving database 52 and the FAX 53 automatically.

Since the voice recognition server 12 is notified of the telephone number of the customer 20 from the WWW server 11 when ordering the delivery of the goods by voice from the customer 20, the telephone is automatically made from the mobile phone 21 of the customer 20. Function (PHON-
When a call is received by the (TO function), the telephone number is recognized by the notification of the calling number, and the telephone number is matched with the previously notified telephone number. As a result, if they match, an order input is announced to the customer 20 by voice. Keywords for that purpose are stored in the voice database 16. The customer 20 may order the store and the product according to the voice guidance. In this case, the voice guidance asks a detailed question about the product, so when ordering pizza, for example, it is possible to make a request that suits the taste of the customer, such as sweet or spicy, and can respond to a wide range of customer needs. it can.

[0025] When the order contents are transmitted from the WWW server 11, the home delivery server 51 stores it in the order database 52 and sends it to the FAX 53. The order contents stored in the order database 52 are used to create an order slip,
It can be used for sales management and accounting. As a result, it is possible to eliminate manual intervention in creating an order slip and managing sales. Further, since the contents of the order are automatically sent to the FAX 53, it is not necessary to attach an employee as a telephone number.

Next, a processing procedure according to the present embodiment will be described with reference to FIGS. Here, the above-mentioned 2
The following description assumes the first of the three business forms.

The general flow of the processing is as shown in FIG. That is, the customer 20 who intends to receive the home delivery service first registers as a member in the home delivery service system 10, and then places an order for home delivery. An order for home delivery is made by operating the mobile phone 21 and selecting a store (branch) and a product by voice input or menu input. The contents of the order are the selected home delivery service company 50
Will be delivered by FAX53. When the ordered product is delivered from the selected home delivery service company 50 to the customer 20, the customer 20 displays the screen of the mobile phone 21 on which the order number given by the home delivery service system 10 is displayed, by the home delivery person. To receive the goods and pay.
In the above description, the merchandise is selected after the store is selected, but the order may be reversed.

Next, the process of the home delivery service system will be specifically described by taking delivery of pizza as a typical example of home delivery.

FIG. 3 shows a system image when pizza delivery is performed by voice input, and FIG. 4 shows a processing flow thereof. 3 correspond to the case where pizza is actually ordered, and should be referred to here only as an image diagram for simplifying FIG. 1 to facilitate understanding. In FIG. 3, the mobile phone 2
1 through a mobile phone packet network 31, a packet server 32 and the Internet 30, and a WWW server 11
A route connected to the pizza store 54 and a route connected from the mobile phone 21 to the voice recognition server 12 via the mobile phone network 41 are shown.

The processing when the customer 20 attempts to order pizza home delivery will be described with reference to FIG. First, the customer operates the mobile phone 21 to search for Internet information, and the WWW server 11 reads out the order site database 13 from the order site database 13 and transmits the information to the home delivery order site screen transmitted to the mobile phone 21 [(1 in FIG. )] The user information is transmitted to the home delivery service system 10 [(2) in FIG. 4]. The WWW server 11 registers the member of the customer 20 in the member database 14 based on the received user information [(3) in FIG. 4] and notifies the mobile phone 21 of the customer 20 of the member ID [(4) in FIG. 4]. .

FIG. 5 shows an example in which a customer 20 named Ichiro Yamada (hereinafter referred to as “Yamada”) registers as a member for pizza delivery. When the mobile phone 21 receives an indication of “register as a member” on a home delivery ordering site called “pizza delivery” of a specific pizza store received and displayed on the screen by packet communication, the name, address, postal code, telephone number (090) -111-
The screen switches to a screen for entering user information such as 1111). When Mr. Yamada finishes inputting these user information and clicks the “OK” button, the member ID and password are displayed. If the user clicks the “Confirm” button, the member registration ends. After registering as a member, it is necessary for the person who orders home delivery to enter the member ID and password, so that mischief can be prevented, and exemption or simplification of entry of the address etc. when the member orders home delivery. Will be able to

When Mr. Yamada, who has become a member, places an order for home delivery of pizza, he accesses the order screen from the mobile phone 21 with his member ID [(5) in FIG. 4]. Of course, passwords are also used. FIG. 6 shows a flow of store selection in this case. As shown in FIG. 6, the home delivery order can be made by either voice input or menu input. First, the case of voice input which is a feature of the present invention will be described. This corresponds to "select home delivery pizza order from carrier's official menu" in FIG.

When a voice input is selected on the pizza delivery site screen of FIG. 6, the WWW server 11 sends a telephone number "090-111-111" corresponding to the member ID from the member database 14.
1 ”[(6) in FIG. 4], and the speech recognition server 1
2 [(7) in FIG. 4]. Mobile phone 21 is PHO
A call is made seamlessly to the speech recognition server 12 by the N-TO function [(8) in FIG. 4 (FIG. 3)]. The voice recognition server 12 recognizes the telephone number based on the calling number notification at this time, and first notifies the telephone number from the WWW server 11 ((7) in FIG. 4).
The matching is performed with the telephone number “090-111-1111” that has been performed [(9) in FIG. 4]. As a result, if the telephone number notified by the calling number notification is “090-111-1111”, the voice recognition server 12 guides the order to Mr. Yamada based on the voice guidance stored in the voice database 16 and FIG. As shown on the right side of FIG. 4, the address of Mr. Yamada is heard through voice communication, and the store that can deliver home is conveyed in response to the address [(10) in FIG. 4]. Among them, the question "Is the delivery address different from the registered member address?" Corresponds to an order for home delivery from outside the home.

When Mr. Yamada selects "Tsurumi Store" by voice [(11) in FIG. 4 (FIG. 3)], the voice recognition server 12 disconnects the call [(12) in FIG. The WWW server 11 is notified [(13) in FIG. 4 (of FIG. 3)]. W
The WW server 11 transmits a "content confirmation" screen to the mobile phone 21 and requests confirmation of the order contents by Mr. Yamada [FIG.
(14)]. Mr. Yamada's pizza delivery screen for store selection
Clicking the "Confirmation" button (shown in Fig. 6) displays the store name as shown in the lower left of Fig. 6,
If this is correct, the pizza delivery site screen is switched to a screen for ordering goods (shown in FIG. 7) when designation is made to that effect.

When Mr. Yamada selects voice order (direct) on the product order screen shown in FIG. 7, the mobile phone 21 calls the voice recognition server 12 again seamlessly by the PHON-TO function [FIG. (15) (of FIG. 3)
)], The voice recognition server 11 hears from Yamada the contents of the pizza order to be delivered via voice communication as shown on the right side of FIG. 7 [(16) in FIG. 4].

When Mr. Yamada specifies the contents of the pizza order by voice [(16) in FIG. 4 (FIG. 3)], the voice recognition server 12
Disconnects the telephone [(17) in FIG. 4] and sends the order contents to WWW.
The server 11 is notified [(18) in FIG. 4 (of FIG. 3)].
The WWW server 11 transmits a "content confirmation" screen to the mobile phone 21 and requests confirmation of the order contents by Mr. Yamada [(19) in FIG. 4]. When Mr. Yamada clicks the "Confirmation" button on the pizza delivery screen in FIG. 7, the order confirmation screen is displayed as shown in the lower left of FIG. 7. If this is correct, specify that fact. All the orders are confirmed.

When Mr. Yamada instructs to confirm the order [(20) in FIG. 4], the WWW server 11 registers the contents of the order in the order database 15 [(21) in FIG. 4 (FIG. 3)] and the mobile phone. The order number (0123456) is transmitted to 21 [FIG. 4 (22) in FIG. 3], and the order information is transmitted to the pizza shop FAX 53 [FIG. 4 (23) (FIG. 3)]. Finally, when the ordered pizza is delivered, [(2 in FIG. 4)
4)], Mr. Yamada has an order number (0123456) as shown in FIG.
Is displayed and the pizza is received. Thereby, it can be confirmed that the person who receives the pizza is Mr. Yamada.

An order for home delivery literally requests delivery of goods to the home, and in that case, it is relatively easy for the orderer to confirm the order. However, in this case, it is assumed that home delivery is understood in a broader sense, and that home delivery is ordered outside a home, for example, at a park or the like, and a product is received.
In such a case, the confirmation of the orderer may be hindered due to being outside the house. However, as described above, this obstacle can be eliminated by presenting the screen of the mobile phone 21 on which the order number is displayed and receiving the pizza.

FIG. 8 is a flowchart similar to FIG. 7 when Mr. Yamada selects the voice order (fuzzy) instead of the voice order (direct) on the product selection screen shown in FIG. This is shown together with the flow when the menu is selected. When a voice order (fuzzy) is selected, as shown on the right side of FIG. 8, Mr. Yamada's preference for pizza is heard in detail and included in the order details. This electronically realizes a detailed order form similar to that of listening to customer preferences face-to-face in a real shop.

In the above-described embodiment, when ordering a home delivery from a mobile phone via the Internet, the contents of the order are specified by voice. Therefore, it is necessary to follow a hierarchically arranged menu as in the conventional case. Can be obtained.

Although a mobile phone is used in the above embodiment, another mobile terminal may be used instead of the mobile phone as long as the mobile phone has functions similar to those of the above-described mobile phone. .

Further, a terminal such as a personal computer which can be connected to the Internet and another terminal such as a PDA (Personal Digital Assistants) which can make a call like a conventional stationary telephone can be replaced with a portable telephone. However, in this case, the above-described home delivery outside the home causes a problem.

A program for performing the home delivery service described above is recorded on a computer-readable recording medium such as a semiconductor memory, a floppy (registered trademark) disk, or a CD-ROM, and is read and executed by the computer. Anyway. The program controls the computer to perform the same processing as that shown in FIG.

[0044]

As described above, according to the present invention, since the voice recognition server responds to a home delivery order from a customer, a fine home delivery service can be provided without attaching a telephone receiver of the order. The first effect that it can be provided can be obtained.

Further, since the order content is determined by a voice response to the customer, the second effect that automatic input to the computer is possible without manually correcting the order content can be obtained.

[Brief description of the drawings]

FIG. 1 is a configuration diagram showing an embodiment of the present invention.

FIG. 2 is a flowchart showing a processing outline of the present invention;

FIG. 3 is a configuration diagram when the embodiment of FIG. 1 is applied to pizza delivery;

FIG. 4 is a flowchart of a process in the embodiment shown in FIG. 3;

FIG. 5 is a flowchart for registering a member in FIG. 4;

FIG. 6 is a flowchart for selecting a store in FIG. 4;

FIG. 7 is a flowchart at the time of product selection by voice order and menu selection order in FIG. 4;

FIG. 8 is a flowchart when a product is selected by voice order (fuzzy) and menu selection order in FIG. 4;

9 is a diagram showing an order result screen presented to a delivery member when receiving the delivered product in FIG. 4;

[Explanation of symbols]

 Reference Signs List 10 home delivery service system 11 WWW server 12 voice recognition server 13 order site database 14 member database 15 order database 16 voice database 17 LAN 20 customer 21 mobile phone 30 internet 31 mobile phone packet network 32 packet server 40 voice network 41 mobile phone telephone network 50 Delivery service company 51 Delivery server 52 Order database 53 FAX 54 Pizza shop

──────────────────────────────────────────────────続 き Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat ゛ (Reference) G06F 17/60 504 G06F 17/60 504 3/16 320 3/16 320H

Claims (7)

[Claims] In accordance with a home delivery order from a customer, a voice recognition server responds to and listens to the contents of an order, and the WWW server automatically transmits the determined order contents to a home delivery service provider via a communication network. Home delivery service system characterized by the following. 2. A home delivery service system for a home delivery service company to deliver goods to a customer in response to a home delivery order from a customer, wherein the member stores member information of the customer or the home delivery service company. A database, an order site database for storing a home delivery order site of a home delivery service provider who has contracted or registered as a member, a guidance for guiding the order content to the customer on a screen, and an order content from the customer. Order database for, connected to each database, in response to access from the customer via the communication network, read and return the information of the home delivery order site, registered as a member in the member database, confirmed The order contents are stored in the order database and automatically sent to the home delivery service provider. A WWW server for transmitting to the member, a voice database for storing guidance for guiding the order entry to the member by voice, connected to the WWW server and the voice database, and receiving a telephone call for a home delivery order from the member. Then, an order input is announced to the member by voice based on the data in the voice database, and the determined order content is described in the WWW.
A home delivery service system comprising: a voice recognition server that notifies a server. 3. The WWW server according to claim 2, wherein when the customer accesses a home delivery order site, information of the corresponding home delivery order site is read out from the order site database and returned. When the customer sends the user information for member registration, the telephone number and the user information are registered in the member database and the member ID is notified. Also, when there is an order for delivery of goods from the customer, an order screen is displayed. Is sent and the order with the member ID is received,
D reads out the telephone number registered in advance corresponding to D from the member database and requests collation with the outgoing telephone number or collation with the voice recognition server. When the order is confirmed, the order details are stored in the order database, the order receipt number is displayed on the Internet screen, and the order details are automatically transmitted to the home delivery service company via the Internet. A WWW server, characterized in that: 4. The speech recognition server according to claim 2, wherein the WW is provided when the customer orders a delivery of goods by voice from the customer.
When the telephone number of the customer is notified from the W server and a call is received from the customer, the telephone number is recognized by the calling number notification, and the matching is performed by matching the telephone number with the notified telephone number. A speech recognition server, characterized in that an order input is announced to the customer by voice on condition. 5. The home delivery service system according to claim 1, wherein the customer accesses the WWW server and the voice recognition server by using a mobile phone. 6. A home delivery service method for a home delivery service company to deliver a product to a customer in response to a home delivery order from a customer, wherein member information of the customer or the home delivery service company is stored in a member database. A procedure, a procedure for storing a home delivery order site of a home delivery service provider who has contracted or registered as a member in an order site database, a procedure for storing guidance for instructing the member to input an order by voice in a voice database, A procedure for reading and returning the information of the home delivery order site in response to an access from the communication network from the following, and when a home delivery order comes from the member, the order input to the member is voiced by the data in the voice database. And announce the order details and send the confirmed order details to the WWW server. A home delivery service method, comprising: a step of notifying the order; and a step of storing the determined order contents in an order database by a WWW server and automatically transmitting the order contents to the home delivery service provider. 7. A home delivery service method for a home delivery service company to deliver goods to a customer in response to a home delivery order from a customer, wherein member information of the customer or the home delivery service company is stored in a member database. A procedure for storing, a procedure for storing a contract or a home delivery order site of a home delivery service company registered as a member in an order site database, and a procedure for storing guidance for guiding an order input to the member by voice in a voice database, In response to access from the customer via the communication network, a procedure for reading and returning the information of the home delivery order site, and when a home delivery order comes from the member, order input to the member by data in the voice database. Steps to announce by voice and hear the order details, and send the confirmed order details to the WWW server A computer-readable program storing a program for causing a computer to execute a method including a step of knowing and a step of storing the determined order contents in an order database by a WWW server and automatically transmitting the order contents to the home delivery service provider. recoding media.