JP2024100782A - Information support server and program - Google Patents

Abstract

To provide an information support server for supporting provision of responses to inquiries from inquiry terminals.SOLUTION: An information support server comprises: a memory for storing a terminal database including response terminal information of one or more response terminals; a communication interface for receiving inquiry information from an inquiry terminal having read an identification code and transmitting a response to the inquiry information; and a processor for outputting the response to the inquiry information. The processor detects one or more candidate terminals meeting a condition from one or more response terminals based on inquiry ancillary information included in the inquiry information and terminal ancillary information included in the response terminal information, and generates the response containing call states of the candidate terminals.SELECTED DRAWING: Figure 1

Description

This relates to an information support server and program that responds to inquiries from communication terminals such as smartphones.

Each sales floor in a store may have a sales clerk who explains the products. When a customer goes to the sales floor of their choice, the sales clerk waiting there can explain the products displayed there. Generally, the sales clerks working at each sales floor have knowledge about the products displayed there. Therefore, customers can receive a detailed explanation about the products displayed there from the sales clerk waiting there.

In recent years, two-dimensional codes called QR codes (registered trademark) have become widespread, allowing users with communication terminals such as smartphones to obtain various information using the two-dimensional codes. For example, a user can use the imaging function of the communication terminal to read a two-dimensional code attached to a product and view product information displayed based on the two-dimensional code. A user can also use the imaging function of the communication terminal to read a two-dimensional code on a table, view a menu displayed based on the two-dimensional code, and order a product.

JP 2020-027394 A JP 2020-046710 A

Since the product information based on the two-dimensional code attached to the product is prepared in advance, there are still requests for a staff member to explain the product.

On the other hand, deploying a large number of staff increases labor costs, and reducing the number of staff raises concerns that service will decline. Large stores have so many sales areas that there is a limit to how efficiently staff can be deployed, and in some situations, customers may have to wait a long time to be served by an attendant. Furthermore, if the customer's needs do not match the skills of the staff, the customer will not receive the product explanation they expect.

The problem that this invention aims to solve is to provide an information support server and program that assists in providing responses to inquiries from an inquiry terminal.

The information assistance server according to the embodiment includes a memory that stores a terminal database including response terminal information of one or more response terminals, a communication interface that receives inquiry information from an inquiry terminal that has read an identification code and transmits a response to the inquiry information, and a processor that outputs the response to the inquiry information. The processor detects one or more candidate terminals that meet the conditions from among the one or more response terminals based on the inquiry additional information included in the inquiry information and the terminal additional information included in the response terminal information, and generates the response including the call status of the candidate terminal.

The present invention provides an information support server and program that assists in providing responses to inquiries from an inquiry terminal.

FIG. 1 is a diagram showing a schematic configuration of an information support system according to an embodiment. FIG. 2 is a flowchart showing an example of a connection process between an inquiry terminal and a response terminal performed by the information support server according to the embodiment. FIG. 3 is a flowchart showing an example of a CRM service provided by the information support server according to the embodiment. FIG. 4 is a flowchart showing an example of a two-dimensional code print process performed by the information support server according to the embodiment. FIG. 5 is a diagram showing the concept of calling a store clerk or an operator according to the embodiment. FIG. 6 is a diagram illustrating an example of a screen transition of the inquiry terminal according to the embodiment. FIG. 7 is a diagram illustrating a first customer service screen according to the embodiment. FIG. 8 is a diagram illustrating a second customer service screen according to the embodiment. FIG. 9 is a diagram illustrating a third customer service screen according to the embodiment. FIG. 10 is a diagram illustrating a fourth customer service screen according to the embodiment. FIG. 11 is a diagram illustrating a fifth customer service screen according to the embodiment. FIG. 12 is a diagram illustrating a sixth customer service screen according to the embodiment. FIG. 13 is a diagram illustrating a seventh customer service screen according to the embodiment. FIG. 14 is a diagram illustrating an eighth customer service screen according to the embodiment. FIG. 15 is a diagram illustrating a ninth customer service screen according to an embodiment.

Hereinafter, an embodiment will be described with reference to the drawings.
[composition]
FIG. 1 is a diagram showing a schematic configuration of an information support system according to an embodiment.
1 , the information support system includes an information support server 1, an inquiry terminal 2, and a response terminal 3. The information support server 1 connects an inquiry terminal 2 and a response terminal 3 that meet a condition. The inquiry terminal 2 and the response terminal 3 connected by the information support server 1 may communicate with each other via the information support server 1, or may communicate without going through the information support server 1.

The inquiry terminal 2 is a communication terminal carried by a user (customer) of the information support system service. For example, the inquiry terminal 2 is a mobile communication terminal such as a smartphone or a tablet PC.

The response terminal 3 is a communication terminal assigned to a user of the service of the information support system (a person in charge such as a store clerk or an operator). For example, the response terminal 3 may be a mobile communication terminal such as a smartphone or a tablet PC, or may be a general-purpose personal computer.

In this embodiment, it is assumed that multiple customers and multiple staff members use the service. Therefore, the information assistance system includes multiple information assistance servers 1 and multiple response terminals 3, and the multiple information assistance servers 1 and multiple inquiry terminals 2 communicate indirectly or directly.

First, the information support server 1 will be described.
The information support server 1 can be configured with one or more general-purpose computers. The information support server 1 includes a processor 11, a non-volatile memory 12, a communication interface 13, a user interface 14, and an output interface 15.

The processor 11 is a CPU (central processing unit) or an MPU (micro processing unit), etc. The processor 11 executes calculations based on a program stored in the non-volatile memory 12, and outputs the calculation results. For example, the processor 11 executes information assistance processing based on an information assistance program stored in the non-volatile memory 12. Details of the information assistance processing will be explained in detail later. Note that the information assistance server 1 may include multiple processors 11, and the multiple processors 11 may cooperate to execute the calculation processing.

The non-volatile memory 12 stores programs and the like for operating the processor 11. The non-volatile memory 12 also stores various data generated by the processor 11. The information support server 1 may include a hard disk drive or SSD (Solid State Drive) in addition to the non-volatile memory 12, and the hard disk drive or SSD may store programs and the like instead of the non-volatile memory 12. The non-volatile memory 12 stores a terminal database. The terminal database includes response terminal information of one or more response terminals 3. The response terminal information includes response terminal information of all response terminals 3 used in the information support system. The response terminal information includes information about the response terminal 3 and terminal-related information. The information about the response terminal 3 includes a terminal ID (identifier), a telephone number, a person in charge ID, and a person in charge name. The terminal-related information is information about the area of responsibility of the person in charge to whom the response terminal 3 is assigned, and includes store information, location information, product shelf information, provider information, and product information. For example, the terminal-attached information includes predetermined store information, predetermined location information, predetermined product shelf information, predetermined product manufacturer, and predetermined product information. The predetermined product information is the product name of the predetermined product, etc. The location information is information about the location where the product or service is provided. An example of location information is sales floor information. In this embodiment, explanation will be given using sales floor information as an example. The provider information is information about the manufacturer of the product or the supplier of the service. An example of provider information is the product manufacturer. In this embodiment, explanation will be given using the product manufacturer as an example.

The communication interface 13 communicates with the inquiry terminal 2 and the response terminal 3 via various communication networks. The communication interface 13 transmits information to the inquiry terminal 2 and receives information from the inquiry terminal 2. The communication interface 13 also transmits information to the response terminal 3 and receives information from the response terminal 3. The user interface 14 includes a display 141 and a touch panel 142. The display 141 displays various information. For example, the display 141 displays a list of inquiries. The details of the list of inquiries will be described later. The touch panel 142 is disposed opposite the display 141, and converts input (touch input) from the person in charge into an electrical signal and outputs it. For example, the touch panel 142 detects an input at a predetermined position corresponding to a predetermined item included in the list displayed on the display 141, and outputs an electrical signal indicating the predetermined position. The processor 11 detects an input corresponding to the predetermined item based on the electrical signal indicating the predetermined position.

The output interface 15 outputs print data (image data) stored in the non-volatile memory 12 to the printer P. The printer P prints an image based on the print data. For example, the printer P prints an identification code. Identification codes include one-dimensional codes and two-dimensional codes. An example of a two-dimensional code is a QR code. In this embodiment, service provision using a two-dimensional code is described, but the identification code may be other than a two-dimensional code, or may be identification information that combines letters and numbers.

Next, the inquiry terminal 2 will be described.
The inquiry terminal 2 is a mobile communication terminal such as a smartphone or a tablet PC, etc. The inquiry terminal 2 includes a processor 21, a non-volatile memory 22, a communication interface 23, a user interface 24, and a camera 25.

The processor 21 is a CPU or an MPU, etc. The processor 21 executes calculations based on a program stored in the non-volatile memory 22, and outputs the calculation results. For example, the processor 21 executes information inquiry processing based on an information inquiry program stored in the non-volatile memory 22. Note that the inquiry terminal 2 may include multiple processors 21, and the multiple processors 21 may cooperate to execute calculation processing.

The non-volatile memory 22 stores programs and the like for operating the processor 21. The non-volatile memory 22 also stores various data generated by the processor 21. The non-volatile memory 22 also stores information about the inquiry terminal 2. The information about the inquiry terminal 2 includes the terminal ID, MAC address (Media Access Control address), and telephone number of the inquiry terminal 2.

The communication interface 23 communicates with the information support server 1 via various communication networks. The communication interface 23 transmits information to the information support server 1 and receives information from the information support server 1.

The user interface 24 includes a display 241 and a touch panel 242. The display 241 displays various information. The touch panel 242 is disposed opposite the display 241, and converts input (touch input) from the person in charge into an electrical signal and outputs it. Details of the display 241 and the touch panel 242 are the same as those of the display 141 and the touch panel 142.

The camera 25 captures an image of the two-dimensional code printed by the information support server 1 or the like. The processor 21 reads the two-dimensional code from the captured image and executes processing based on the two-dimensional code.

Next, the response terminal 3 will be described.
The response terminal 3 is a mobile communication terminal such as a smartphone or a tablet PC. The response terminal 3 includes a processor 31, a non-volatile memory 32, a communication interface 33, a user interface 34, and a camera 35. The configuration of the response terminal 3 is substantially the same as that of the inquiry terminal 2, and detailed description thereof will be omitted. The camera 35 is not a required component.

[Installation of two-dimensional code media]
The output interface 15 of the information support server 1 outputs print data of the two-dimensional code, and the printer P prints the two-dimensional code on a sheet-like medium based on the print data. The two-dimensional code includes access information (link) to a specific server, and further includes at least one of store information, sales floor information, product shelf information, product manufacturer, and product information. In this embodiment, a case will be described in which the two-dimensional code includes access information to a specific server, store information, sales floor information, product shelf information, product manufacturer, and product information. The product information may be actual product information (substantial product information), or may be access information (link) to the actual product information. For example, the access information to the server is a URL (Uniform Resource Locator) for accessing the information support server 1, etc. The access information to the actual product information is a URL for accessing a site that manages the actual product information.

The medium on which the two-dimensional code is printed (hereinafter, the two-dimensional code medium) is placed in a position corresponding to the information of the two-dimensional code. For example, if the two-dimensional code printed on a specific two-dimensional code medium includes specific store information, specific sales floor information, specific product shelf information, specific product manufacturer, and specific product information, the specific two-dimensional code medium is placed in a vicinity that satisfies all the conditions of the specific store, specific sales floor, and specific product shelf. In addition, specific products from a specific manufacturer are displayed on the specific product shelf. The two-dimensional code medium may be placed by attaching it to a wall or leaning it against a stand.

[Inquiry]
A customer who is a user of the service approaches a specific product shelf where a specific product is displayed. The customer aims the camera 25 of the inquiry terminal 2 at a two-dimensional code medium near the specific product shelf and photographs the two-dimensional code medium with the inquiry terminal 2.

The processor 21 of the inquiry terminal 2 detects the two-dimensional code from the image captured by the camera 25 and generates inquiry information based on the information about the inquiry terminal 2 and the two-dimensional code, and the communication interface 23 transmits the inquiry information based on the access information included in the two-dimensional code. The inquiry information includes information about the inquiry terminal 2 and inquiry additional information. The inquiry additional information includes the inquiry date and time and at least a part of the two-dimensional code information. For example, the inquiry additional information includes the inquiry date and time, specified store information, specified sales floor information, specified product shelf information, specified product manufacturer, and specified product information.

[Connecting devices]
The communication interface 13 of the information assistance server 1 receives inquiry information transmitted from the inquiry terminal 2. The processor 11 detects one or more candidate terminals that meet the conditions from among one or more response terminals 3, based on the inquiry additional information included in the inquiry information and the terminal additional information included in the response terminal information in the terminal database. That is, a candidate terminal is a terminal that meets the conditions among the response terminals 3. The processor 11 may also detect a candidate terminal that meets the conditions and has the smallest number of waiting terminals from among one or more response terminals 3. The number of waiting terminals will be explained in detail later.

The following is an example of detecting candidate terminals that meet the conditions.
For example, if the inquiry attached information includes predetermined store information and the terminal attached information of the predetermined response terminal 3 includes the predetermined store information, the predetermined response terminal 3 meets the condition. In other words, since a customer who is a user of the service sends an inquiry from a predetermined store, the predetermined response terminal 3 assigned to a person in charge of the predetermined store meets the condition.

Alternatively, if the inquiry-related information includes the specified store information and the specified sales floor information, and the terminal-related information of the specified response terminal 3 includes the specified store information and the specified sales floor information, the specified response terminal 3 meets the conditions. In other words, since the customer who is the user of the service sends the inquiry from a specified sales floor of a specified store, the specified response terminal 3 assigned to the person in charge whose area of responsibility is the specified sales floor of the specified store meets the conditions.

Alternatively, if the inquiry attached information includes the specified store information, the specified sales floor information, and the specified product shelf information, and the terminal attached information of the specified response terminal 3 includes the specified store information, the specified sales floor information, and the specified product shelf information, the specified response terminal 3 meets the conditions. In other words, since a customer who is a user of the service sends an inquiry from near a specified product shelf in a specified sales floor of a specified store, the specified response terminal 3 assigned to a person in charge whose area of responsibility is the specified product shelf in a specified sales floor of a specified store meets the conditions.

Alternatively, if the inquiry-related information includes a specific product manufacturer and the terminal-related information of the specific response terminal 3 includes the specific product manufacturer, the specific response terminal 3 meets the conditions. In other words, since a customer who is a user of the service sends an inquiry from a display location of a product from the specific product manufacturer, the specific response terminal 3 assigned to a person in charge whose area of responsibility is the specific product manufacturer meets the conditions.

Alternatively, if the inquiry-related information includes the specified product information and the terminal-related information of the specified response terminal 3 includes the specified product information, the specified response terminal 3 meets the conditions. In other words, since a customer who is a user of the service sends an inquiry from a display location of the specified product, the specified response terminal 3 assigned to a person in charge of the specified product meets the conditions.

The processor 11 generates a response including the call status of the candidate terminal based on the detection result of the candidate terminal. The communication interface 13 sends a call to one or more candidate terminals and receives a response from one or more candidate terminals. The communication interface 13 also sends a response including the call status of the candidate terminal to the inquiring terminal 2.

[Call Status]
The processor 11 acquires responses from one or more candidate terminals, detects an accepting terminal from among the candidate terminals based on the acceptance response, and generates a response including the call status of the accepting terminal. In other words, the accepting terminal is the terminal among the candidate terminals that returned the acceptance response. The communication interface 13 transmits the response including the call status of the accepting terminal to the inquiring terminal 2.

Below is an example of a response that includes the call status:
The processor 11 counts the number of waiting calls for the accepting terminal and generates a response including the waiting number. The communication interface 13 transmits the response including the waiting number to the inquiry terminal 2.

Alternatively, the processor 11 estimates the waiting time until the call based on the number of waiting calls and generates a response including the waiting time. The communication interface 13 transmits the response including the waiting time to the inquiry terminal 2.

[Inquiry list]
The processor 11 of the information support server 1 generates and outputs a list of inquiries including at least a part of the received inquiry information. The display 141 of the user interface 14 displays the list of inquiries.

The inquiry list is a list that includes one or more inquiries. An inquiry includes information about two linked terminals. The two linked terminals are an inquiry terminal 2 and a response terminal 3 that meet the conditions. An inquiry includes at least a portion of inquiry-related information and at least a portion of acceptance terminal information. The inquiry-related information includes the inquiry date and time and at least a portion of the two-dimensional code. For example, the inquiry-related information includes the inquiry date and time, specified store information, specified sales floor information, specified product shelf information, specified product manufacturer, and specified product information. The acceptance terminal information includes the name of the person in charge of the acceptance terminal and the call status of the acceptance terminal. The call status of the acceptance terminal is information indicating whether it is waiting to be handled, in progress, or has been handled. Alternatively, the call status of the acceptance terminal is information indicating the number of calls waiting or the waiting time.

For example, the list of inquiries includes multiple inquiries. When the multiple inquiries include the largest number of inquiries that are related to the specified sales area, the processor 11 displays the inquiries that include the specified sales area in a first display format, and displays the inquiries that do not include the specified sales area in a second display format. The display 141 of the user interface 14 displays the list including the inquiries that include the specified sales area in the first display format, and the inquiries that do not include the specified sales area in the second display format. For example, the first display format is a display format in which the characters are white on a black background, and the second display format is a display format in which the characters are black on a white background. Alternatively, the first display format is a display format in which the characters are red on a white background, and the second display format is a display format in which the characters are black on a white background.

The administrator of the information support server 1 can grasp the overall situation from the list of inquiries and can improve efficiency by instructing the staff to be increased or decreased. For example, the administrator can understand that there are many inquiries from a specific sales floor and can instruct the staff to be increased in that sales floor.

[2D code print]
The creation of a two-dimensional code medium will now be described.
The processor 11 of the information support server 1 generates a two-dimensional code including access information (link) to the information support server 1 and further including at least one of store information, sales floor information, product shelf information, product manufacturer, and product information, and instructs output of print data of the two-dimensional code. The output interface 15 outputs the print data of the two-dimensional code. The printer P prints a two-dimensional code including access information (link) to the information support server 1 and further including at least one of store information, sales floor information, product shelf information, product manufacturer, and product information.

You can easily print the desired two-dimensional code as follows:
The non-volatile memory 12 of the information support server 1 stores map data including sales areas. The processor 11 outputs a map (image) based on the map data to the display 141 of the user interface 14. The display 141 displays the map.

The processor 11 accepts the designation of a sales floor from the map via the touch panel 142 of the user interface 14, generates a two-dimensional code including access information to the information support server 1 and including sales floor information based on the designation of the sales floor, and instructs output of print data for the two-dimensional code. The output interface 15 outputs print data for the two-dimensional code. The printer P prints the two-dimensional code including the access information and sales floor information.

The non-volatile memory 12 of the information support server 1 also stores the product list. The processor 11 outputs the product list to the display 141 of the user interface 14. The display 141 displays the product list.

The processor 11 accepts the selection of a product from the product list via the touch panel 142 of the user interface 14, and generates and outputs a two-dimensional code including access information to the information support server 1 and including product information based on the product selection. The output interface 15 prints the two-dimensional code including the access information and product information.

When the processor 11 accepts the designation of the sales floor and the designation of the product and instructs the output of the print data of the two-dimensional code, the output interface 15 outputs the print data of the two-dimensional code, and the printer P prints the two-dimensional code including the sales floor information and the product information.

[Connection process]
FIG. 2 is a flowchart showing an example of a connection process between an inquiry terminal and a response terminal performed by the information support server according to the embodiment.
The communication interface 13 of the information support server 1 receives inquiry information from the inquiry terminal 2 (ST101, YES). The inquiry information includes information about the inquiry terminal 2 and inquiry additional information. For example, the inquiry additional information includes the inquiry date and time, specified store information, specified sales floor information, specified product shelf information, specified product manufacturer, and specified product information. If the communication interface 13 does not receive inquiry information from the inquiry terminal 2 (ST101, NO), it continues to monitor the reception of inquiry information.

In response to receiving the inquiry information, the processor 11 generates an inquiry list (ST102). Alternatively, in response to receiving the inquiry information, the processor 11 adds new inquiry information to the inquiry list.

The processor 11 detects one or more candidate terminals that meet the conditions from among one or more response terminals 3 based on the inquiry additional information included in the inquiry information and the terminal additional information included in the response terminal information in the terminal database (ST103).

The processor 11 instructs the call to be made to the candidate terminal, and the communication interface 13 sends the call to one or more candidate terminals in the first candidate group (ST104). If the communication interface 13 does not receive an acceptance response from one or more candidate terminals within a specified period of time (ST105, NO), it sends the call to one or more candidate terminals in the second candidate group (ST104). The candidate terminals in the first candidate group are assumed to have a higher level of suitability for the conditions than the candidate terminals in the second candidate group. The higher the level of suitability for the conditions, the more likely it is that a response that matches the customer's needs will be received.

When the communication interface 13 receives an acceptance response from a candidate terminal (ST105, YES), the processor 11 updates the inquiry list based on the acceptance response. That is, the processor 11 adds the accepting terminal information. The accepting terminal information includes the name of the person in charge of the accepting terminal and the call status of the accepting terminal. The call status of the accepting terminal is information indicating whether the call is waiting to be handled, in progress, or has been handled. Alternatively, the call status of the accepting terminal is information indicating the number of calls waiting or the waiting time.

The processor 11 generates a response based on the acceptance response and instructs the output of the response (ST107). The communication interface 13 transmits the response to the inquiry terminal 2 that sent the inquiry information (ST108).

When the communication interface 13 receives a connection request from the accepting terminal (ST109, YES), the processor 11 instructs the inquiry terminal 2 that sent the inquiry information to send a connection request, and supports the connection between the inquiry terminal 2 and the accepting terminal (ST110). The communication interface 13 sends a connection request to the inquiry terminal 2 that sent the inquiry information.

The inquiry terminal 2 that sent the inquiry information receives the connection request and connects to the accepting terminal.

The non-volatile memory 22 of the inquiry terminal 2 and the non-volatile memory 32 of the response terminal 3 (acceptance terminal) store a common or individual communication application program. That is, the non-volatile memory 22 of the inquiry terminal 2 stores an application program for a specific communication, and the non-volatile memory 32 of the response terminal 3 (acceptance terminal) also stores an application program for a specific communication. For example, the application program for communication is an application program for a social networking service (SNS). Note that linkage with the SNS is not essential, and it is sufficient if the inquiry terminal 2 and the response terminal 3 can communicate directly or indirectly.

The connected inquiry terminal 2 and acceptance terminal start a communication application program, notify the accepting terminal of the inquiry content from the inquiry terminal 2, and notify the inquiry terminal 2 of the response from the accepting terminal. The communication application program allows communication between the customer at the inquiry terminal 2 and the person in charge at the acceptance terminal.

[CRM Services]
3 is a flowchart showing an example of a CRM service provided by the information support server 1 according to the embodiment. The information support server 1 provides a CRM (Customer Relationship Management) service.

The non-volatile memory 12 of the information support server 1 stores a member database. The member database includes member information for each member. The member information includes contact information (telephone number, email address, and SNS account), name, date of birth, gender, occupation, hobbies, and purchase history, etc.

After transmitting the inquiry information to the information support server 1, the user interface 24 of the inquiry terminal 2 displays the TOP screen. The TOP screen includes items related to product purchases, and the user interface 24 accepts the first or second product purchase information via the items related to product purchases, and the communication interface 23 transmits the accepted first or second product purchase information to the information support server 1.

The first product purchase information includes specific product information included in the inquiry additional information, purchased information indicating that the specific product information has been purchased, and contact information. The second product purchase information includes specific product information included in the inquiry additional information, non-purchased information indicating that the specific product information has not been purchased, and contact information.

For example, the processor 21 detects specific product information from the inquiry information, and the user interface 24 accepts input of whether or not the specific product information has been purchased and contact information. When the user interface 24 accepts input of whether or not the specific product information has been purchased and the contact information, the processor 21 generates first consumption purchasing information. When the user interface 24 accepts input of whether or not the specific product information has been purchased and the contact information, the processor 21 generates second consumption purchasing information.

As shown in FIG. 3, the communication interface 13 of the information support server 1 receives the first or second product purchasing information (ST201) and registers the first or second product purchasing information in the non-volatile memory 12 (ST202).

Processor 11 searches for member information from the member database based on the contact information included in the first product purchase information, and generates a first product guide for product purchasers based on the first product purchase information and member information that include the same contact information (ST203). Processor 11 also searches for member information from the member database based on the contact information included in the second product purchase information, and generates a second product guide for non-purchasers based on the second product purchase information and member information that include the same contact information (ST203).

The communication interface 13 transmits the first product guide based on the contact information included in the first product purchase information (ST204). The communication interface 13 also transmits the second product guide based on the contact information included in the second product purchase information (ST204).

For example, the first product guide for a product purchaser includes information on related products related to specific product information included in the first product purchase information. The processor 11 generates the first product guide based on the first product purchase information and member information that include the same contact information, searches for related products based on the date of birth, gender, occupation, hobbies, purchase history, etc. included in the member information, and generates the first product guide including the searched related products.

The second product guide for the product purchaser also includes information regarding the arrival or ordering of the product indicated by the specified product information included in the second product purchasing information. Furthermore, the second product guide may include information on related products related to the specified product information. In this case, the processor 11 generates the second product guide based on the second product purchasing information and the member information, which include the same contact information, and searches for related products based on the date of birth, gender, occupation, hobbies, purchase history, etc., included in the member information, and generates the second product guide including the searched related products.

The information support server 1 transmits the first or second product guide based on the first or second product purchase information. In this way, by transmitting the first product guide, it is possible to increase product sales opportunities, and by transmitting the second product guide, it is possible to reduce lost product sales opportunities.

[Print processing]
FIG. 4 is a flowchart showing an example of a two-dimensional code print process performed by the information support server according to the embodiment.
The processor 11 of the information support server 1 outputs a map based on the map data stored in the non-volatile memory 12, and also outputs a product list based on the product list data stored in the non-volatile memory 12 (ST301). The display 141 displays a two-dimensional code print screen including the map and the product list.

The person in charge of the information support server 1 specifies or selects a specific sales area from the map via the touch panel 142, and also specifies or selects a specific product from the product list. The processor 11 accepts the specification or selection of a specific sales area on the map via the touch panel 142, and accepts the specification or selection of a specific product from the product list (ST302).

The processor 11 generates a two-dimensional code including access information to the information support server 1 and including the specified sales floor information and the specified product information based on the specification or selection of the specified sales floor and the specified product, and instructs output of the print data of the two-dimensional code (ST303). The output interface 15 outputs the print data of the two-dimensional code (ST304). The printer P prints the two-dimensional code including the access information, the specified sales floor information, and the specified product information.

[summary]
The above explanation describes the output of two-dimensional code print data including access information, specified sales area information, and specified product information, but the information support server 1 can output two-dimensional code print data including any information that is selected or specified.

According to the embodiment described above, it is possible to provide an information support server and a program that support the provision of a response to an inquiry from an inquiry terminal.
(1) The communication interface 13 of the information assistance server 1 according to the embodiment receives inquiry information from the inquiry terminal 2 from which the identification code has been read. The processor 11 of the information assistance server 1 detects one or more candidate terminals that meet the conditions from among one or more response terminals based on the inquiry additional information included in the inquiry information and the terminal additional information included in the response terminal information in the terminal database stored in the non-volatile memory 12, and generates a response including the call status of the candidate terminal. The communication interface 13 transmits the generated response to the inquiry terminal 2. The information assistance server 1 communicates the call status of the candidate terminal that meets the conditions to the inquiry terminal 2. The customer can know the call status of the candidate terminal that meets the conditions via the inquiry terminal 2.

(2) In addition, the processor 11 of the information support server 1 according to the embodiment detects candidate terminals that meet the conditions based on the sales floor information included in the inquiry attached information and the sales floor information included in the terminal attached information. The customer can call a person in charge (candidate terminal) belonging to the desired sales floor via the inquiry terminal 2.

(3) In addition, the processor 11 of the information support server 1 according to the embodiment detects candidate terminals that meet the conditions based on the product manufacturer included in the inquiry additional information and the product manufacturer included in the terminal additional information. The customer can call a person (candidate terminal) who is knowledgeable about the desired product manufacturer via the inquiry terminal 2.

(4) In addition, the processor 11 of the information support server 1 according to the embodiment detects candidate terminals that meet the conditions based on the product information included in the inquiry additional information and the product information included in the terminal additional information. The customer can call a person (candidate terminal) who is knowledgeable about the desired product via the inquiry terminal 2.

(5) In addition, the processor 11 of the information support server 1 according to the embodiment detects an accepting terminal from among the candidate terminals based on the acceptance response from the candidate terminal, and generates a response including the call status of the accepting terminal. The customer can know the call status of the accepting terminal that meets the conditions via the inquiry terminal 2.

(6) In addition, the processor 11 of the information support server 1 according to the embodiment counts the number of waiting calls to the acceptance terminal and generates a response including the waiting number. The customer can know the number of waiting calls to the acceptance terminal via the inquiry terminal 2.

(7) In addition, the processor 11 of the information support server 1 according to the embodiment estimates the waiting time until a call is made based on the number of waiting calls, and generates a response including the waiting time. The customer can know the waiting time for the accepting terminal via the inquiry terminal 2.

(8) In addition, the processor 11 of the information support server 1 according to the embodiment detects the candidate terminal with the minimum number of waiting terminals when detecting one or more candidate terminals that meet the conditions from among one or more response terminals. The customer can receive a response via the inquiry terminal 2 from the efficiently detected candidate terminal.

(9) In addition, the processor 11 of the information support server 1 according to the embodiment generates and outputs a list of inquiries including at least a portion of the inquiry ancillary information. The administrator can know the inquiry status from the list of inquiries via the information support server 1.

(10) Furthermore, the processor 11 of the information support server 1 according to the embodiment detects an accepting terminal from among the candidate terminals based on the acceptance included in the response from the candidate terminal, and obtains accepting terminal information regarding the accepting terminal, and the inquiries included in the list include the accepting terminal information. The administrator can know the inquiry status of the accepting terminal from the list of inquiries via the information support server 1.

(11) Furthermore, the accepting terminal information included in the list inquiry generated by the information support server 1 according to the embodiment includes the call status of the accepting terminal. The administrator can know the call status of the accepting terminal from the list of inquiries via the information support server 1.

(12) In addition, the list of inquiries generated by the information support server 1 according to the embodiment includes sales floor information corresponding to the inquiry information. The manager can know the call status from each sales floor from the list of inquiries via the information support server 1.

(13) Furthermore, when the specified sales area is the most common among the multiple inquiries, the processor 11 of the information support server 1 according to the embodiment displays the inquiries that include the specified sales area in a first display format, and displays the inquiries that do not include the specified sales area in a second display format. The administrator can know the sales area that has the most inquiries via the information support server 1.

(14) In addition, the list of inquiries generated by the information support server 1 according to the embodiment includes product information corresponding to the inquiry information. The administrator can learn the product that is the subject of the inquiry from the list of inquiries via the information support server 1.

(15) In addition, the communication interface 13 of the information support server 1 according to the embodiment sends a call including a link to the product information to the candidate terminal. The person in charge can check the product information of the inquiry from the link to the product information via the candidate terminal.

(16) Furthermore, the processor 11 of the information support server 1 according to the embodiment outputs a map based on the map data to the user interface 14, accepts designation of a sales floor from the map via the user interface 14, and generates and outputs an identification code including sales floor information based on the designation of the sales floor. The printer P prints the generated identification code. With a simple operation, the staff member can obtain a printed medium of the identification code including the desired information.

(17) Furthermore, the processor 11 of the information support server 1 according to the embodiment accepts a product designation from the product list via the user interface 14, and generates and outputs an identification code including product information based on the product designation. The printer P prints the generated identification code. With a simple operation, the person in charge can obtain a printed medium with the identification code including the desired information.
Moreover, the processor 11 of the information support server 1 according to the embodiment realizes the above (1) to (17) based on a program stored in the non-volatile memory 12. The information support server 1 accepts the program stored in a non-transitory computer-readable storage medium, stores it in the non-volatile memory 12, and completes installation of the program. Alternatively, the information support server 1 downloads the program via the communication interface 13, stores it in the non-volatile memory 12, and completes installation of the program.

[Modification]
Next, screen transitions of the inquiry terminal 2 and the response terminal 3 will be described with reference to Fig. 5 to Fig. 15. Here, a case will be described in which the response terminal 3 displays a list of inquiries, and the person in charge of the response terminal 3 selects a specific inquiry from the inquiry list and responds to it. As described above, the information support server 1 may connect the inquiry terminal 2 and the response terminal 3, and then the person in charge of the response terminal 3 may respond from the screen of the response terminal 3.

FIG. 5 is a diagram showing the concept of calling a store clerk or an operator according to the embodiment.
A predetermined two-dimensional code medium is arranged corresponding to a predetermined sales floor or a predetermined product shelf, etc. In response to a customer's operation, the inquiry terminal 2 reads the two-dimensional code, and transmits inquiry information to the information support server 1 based on the access information contained in the two-dimensional code. The information support server 1 generates an inquiry list based on the inquiry information from each inquiry terminal 2.

Alternatively, the information support server 1 searches for information on inventory, store information (store interior and sales floor maps), products, pamphlets, and videos based on the inquiry information, and transmits the search results to the inquiry terminal 2.

FIG. 6 is a diagram illustrating an example of a screen transition of the inquiry terminal according to the embodiment.
After transmitting the inquiry information to the information support server 1, the inquiry terminal 2 displays a TOP screen. For example, the TOP screen includes items such as product location, stock information, size information, call a salesperson, and others. In response to the selection of the product location, the inquiry terminal 2 transitions to an inquiry screen for inquiring about the product location. In response to the selection of others, the inquiry terminal 2 links to a customer support link system and transitions to a customer support menu screen.

FIG. 7 is a diagram illustrating a first customer service screen according to the embodiment.
The response terminal 3 displays a first customer service screen in response to a start operation of a predetermined application. The first customer service screen includes input fields for email and password. The response terminal 3 accepts the email and password input via the first customer service screen, and is permitted to log in if the input email and password satisfy the conditions.

FIG. 8 is a diagram illustrating a second customer service screen according to the embodiment.
When the response terminal 3 permits the login, it transitions the first customer service screen to a second customer service screen. The second customer service screen includes function designation items (call, in-store map, and QR printing). In the initial state of the second customer service screen, call is selected. The second customer service screen with call selected includes an inquiry list. The inquiry list is information managed by the information support server 1, and includes multiple inquiries. The inquiry includes the inquiry date and time, the last response date and time, the call point, the inquiry content, the response, and the status (waiting for response, in response, or responded to).

The second customer service screen also includes an input field for inquiry filtering keys, and the information support server 1 accepts inquiry filtering by call point and status.

FIG. 9 is a diagram illustrating a third customer service screen according to the embodiment.
The response terminal 3 transitions the second customer service screen to a third customer service screen in response to the selection of a predetermined inquiry from a predetermined inquiry terminal 2 included in the second customer service screen. The third customer service screen includes information related to the predetermined inquiry from the predetermined inquiry terminal 2. For example, the third customer service screen includes predetermined store information (XXX store) and predetermined sales floor information (YYY sales floor). The third customer service screen also includes the location of the product, the inquiry number, and the inquiry date and time. Furthermore, the third customer service screen includes a communication field, which includes the inquiry content (please tell me the location of the product) and the call comment (I will be there now, please wait a moment, and may I ask for more details?). Furthermore, the third customer service screen includes a location guide (it is in corner A). Furthermore, the third customer service screen includes a call status (on hold, in progress, and completed) and a memo field.

FIG. 10 is a diagram illustrating a fourth customer service screen according to the embodiment.
The response terminal 3 transitions the third customer service screen to a fourth customer service screen in response to the selection of the call comment (I'll be there now) included in the third customer service screen. The communication field of the fourth customer service screen includes the selected call comment. The response terminal 3 transmits the selected call comment to a predetermined inquiry terminal 2 in response to the selection of the call comment, and updates the fifth customer service screen. For example, the fourth customer service screen displays the call status (in progress) in response to the selection of the call comment (I'll be there now).

FIG. 11 is a diagram illustrating a fifth customer service screen according to the embodiment.
The response terminal 3 transitions the third customer service screen to a fifth customer service screen in response to the selection of the location guide (located in corner A) included in the third customer service screen. The communication field of the fifth customer service screen includes the selected location guide. The response terminal 3 transmits the selected location guide to the predetermined inquiry terminal 2 in response to the selection of the location guide, and updates the fifth customer service screen. For example, the fifth customer service screen displays a call status (in service) corresponding to the selection of the location guide. Alternatively, the response terminal 3 transmits the input comment to the predetermined inquiry terminal 2 in response to the input of a comment in the memo field, and updates the fifth customer service screen. For example, the fifth customer service screen displays a call status (in service) corresponding to the transmission of the comment.

FIG. 12 is a diagram illustrating a sixth customer service screen according to the embodiment.
The response terminal 3 transitions the first customer service screen to a sixth customer service screen in response to the selection of a function designation item (store map) included in the first customer service screen. The sixth customer service screen includes a store map (the entire store or a part of the store). The store map is generated based on map data stored in the non-volatile memory 32. The store map includes sections corresponding to a plurality of sales areas and includes product categories (leisure, home appliances, lighting, etc.) corresponding to the sections.

FIG. 13 is a diagram illustrating a seventh customer service screen according to the embodiment.
The response terminal 3 transitions the sixth customer service screen to a seventh customer service screen in response to the selection of a predetermined section on the sixth customer service screen. The seventh customer service screen includes an input form corresponding to the predetermined section. The response terminal 3 accepts the registration of the product via the input form.

FIG. 14 is a diagram illustrating an eighth customer service screen according to the embodiment.
The response terminal 3 transitions the seventh customer service screen to an eighth customer service screen in response to the selection of a specific item (registration) on the seventh customer service screen. The eighth customer service screen includes an item that accepts updating or deleting the selected specific item. The eighth customer service screen also includes an item that accepts a designation for QR printing. The response terminal 3 moves the items on the screen in any direction in response to a scroll operation.

FIG. 15 is a diagram illustrating a ninth customer service screen according to an embodiment.
The response terminal 3 transitions the eighth customer service screen to a ninth customer service screen in response to the selection of QR printing on the eighth customer service screen. The ninth customer service screen includes an item for specifying the size of the QR code (large, medium, small) and an item for specifying printing. Furthermore, the ninth customer service screen includes an item for specifying a call point. When the response terminal 3 accepts printing via the item for specifying printing, it specifies printing of a QR code according to the set conditions. The printer prints the specified QR code based on the specification from the response terminal 3.

The present invention is not limited to the above-described embodiment, and can be modified in various ways in the implementation stage without departing from the gist of the invention. The embodiments may be implemented in appropriate combination, in which case the combined effects can be obtained. Furthermore, the above-described embodiment includes various inventions, and various inventions can be extracted by combinations detected from the multiple constituent elements disclosed. For example, if the problem can be solved and an effect can be obtained even if some constituent elements are deleted from all the constituent elements shown in the embodiment, the configuration from which the constituent elements are deleted can be extracted as an invention.

1...information support server 2...inquiry terminal 3...response terminal 11...processor 12...non-volatile memory 13...communication interface 14...user interface 15...output interface 21...processor 22...non-volatile memory 23...communication interface 24...user interface 25...camera 31...processor 32...non-volatile memory 33...communication interface 34...user interface 35...camera 141...display 142...touch panel 241...display 242...touch panel

Claims (18)

A memory for storing a terminal database including response terminal information of one or more response terminals;
a communication interface for receiving inquiry information from the inquiry terminal that has read the identification code and for transmitting a response to the inquiry information;
a processor for outputting the response to the inquiry information;
The processor,
detecting one or more candidate terminals that meet a condition from among one or more response terminals based on inquiry additional information included in the inquiry information and terminal additional information included in the response terminal information; and generating the response including the call status of the candidate terminals.
Information support server. The inquiry auxiliary information includes location information for providing a product or service;
The terminal-attached information includes location information for providing a product or service;
The information support server of claim 1 , wherein the processor detects candidate terminals that meet a condition based on location information included in the inquiry auxiliary information and location information included in the terminal auxiliary information. The inquiry attached information includes information on a provider that provides a product or service,
The terminal-attached information includes information on a provider that provides a product or service,
2. The information support server of claim 1, wherein the processor detects a candidate terminal that meets a condition based on provider information included in the inquiry attached information and provider information included in the terminal attached information. The inquiry auxiliary information includes product information,
The terminal-attached information includes product information,
2. The information support server of claim 1, wherein said processor detects candidate terminals that meet a condition based on product information included in said inquiry auxiliary information and product information included in said terminal auxiliary information. The communication interface sends calls to candidate terminals and receives responses from the candidate terminals;
5. The information support server according to claim 2, wherein the processor detects an accepting terminal from among the candidate terminals based on the acceptance reply, and generates the response including the call status of the accepting terminal. The information support server of claim 5, wherein the processor counts the number of waiting calls for the accepting terminal and generates the response including the number of waiting calls. The information support server of claim 6, wherein the processor estimates a waiting time until the call based on the waiting number and generates the response including the waiting time. The information support server of claim 6, wherein the processor detects the candidate terminal with the smallest number of waiting terminals when detecting one or more candidate terminals that meet the conditions from among one or more response terminals. The information support server of claim 1, wherein the processor generates and outputs a list of inquiries including at least a portion of the inquiry-related information. The communication interface sends calls to candidate terminals and receives responses from the candidate terminals;
The processor detects an accepting terminal from among the candidate terminals based on the acceptance included in the response, and obtains accepting terminal information regarding the accepting terminal;
The information support server of claim 9, wherein the inquiry includes accepting terminal information. The information support server of claim 10, wherein the accepting terminal information includes the calling status of the accepting terminal. The inquiry auxiliary information includes sales area information,
The information support server of claim 9 , wherein the inquiry includes the sales floor information corresponding to the inquiry information. the list includes a plurality of inquiries;
The information support server of claim 12, wherein the processor, when the plurality of inquiries includes a specified sales area in the greatest number, causes the inquiries including the specified sales area to be displayed in a first display format, and causes the inquiries not including the specified sales area to be displayed in a second display format. The inquiry auxiliary information includes product information or a link to the product information,
The information support server of claim 9 , wherein the inquiry includes the product information corresponding to the inquiry information. The inquiry auxiliary information includes a link to predetermined product information,
The information assistance server of claim 1 , wherein the communication interface transmits a call including the link to the candidate terminal. The memory stores map data including sales areas;
2. The information support server of claim 1, wherein the processor outputs a map based on the map data to a user interface, accepts designation of a sales area from the map via the user interface, and generates and outputs an identification code including sales area information based on the designation of the sales area. The memory stores a product list;
16. The information support server of claim 15, wherein the processor receives a product designation from the product list via a user interface, and generates and outputs an identification code including product information based on the product designation. On the computer,
receiving inquiry information from an inquiry terminal that reads the identification code;
acquiring inquiry auxiliary information included in the inquiry information;
acquiring terminal-attached information included in the response terminal information from a memory storing a terminal database including response terminal information of one or more response terminals;
Detecting one or more candidate terminals that meet a condition from among one or more response terminals based on the inquiry attached information and the terminal attached information;
generating a response including the call status of the candidate terminal;
A program for transmitting the response to the inquiry information.