JP2002281179A - Method and system of client service, computer and image processing system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a client service technology utilizing a bar code which is highly convenient when various services are provided to the client. SOLUTION: The method of client service comprises a step for distributing a bar code including a destination telephone number, operation identification information and object identification information, a step for receiving the operation identification information and object identification information included in the bar code from a communication unit equipped with an optical reader (e.g. a portable telephone with bar code reader) for reading the bar code and transmitting the destination telephone number included in that bar code, and a step for executing a processing corresponding to the received operation identification information (acquisition of information, ordering of an article of commerce, dispatch of a salesman) on the object identification information. Automatic dialing is effected by the destination telephone number, even a plurality of services can be dealt with by the operation identification information and an interesting article of commerce, service or information of the client can be specified by the object identification information.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer service technology using a barcode, and more particularly, to a technology for performing a desired service by a customer using a barcode including information for identifying a provided service. In the present application, the term barcode includes one-dimensional and two-dimensional barcodes, and other optically readable codes (for example, intactor codes).

[0002]

2. Description of the Related Art Conventionally, there has been a technique of providing a bar code reader on a telephone, reading a bar coded telephone number, and making a telephone call. For example, JP-A-7-
No. 154456 discloses a bar code for reading a bar coded telephone number with an optical scanner provided on a telephone, automatically dialing the bar coded name, address, telephone number, and the like to identify the calling party. Discloses a technology for reading information on a product, bar code-coded product number, quantity, color, size, etc. and bar-coded delivery method and payment method, and transmitting the read information to an automatic mail-order system. Have been. This publication discloses a technique for reading and transmitting bar-coded information for a single service, but does not show a specific method for uniformly handling a plurality of services. Also, no consideration has been given to media for distributing barcodes other than space. Furthermore, there are many types of barcodes that are read by customers, and barcode reading is likely to fail.

[0003]

SUMMARY OF THE INVENTION Accordingly, an object of the present invention is to provide a customer service technique using a bar code, which is highly convenient for a customer in providing various services to the customer.

[0004]

According to a first aspect of the present invention, there is provided a customer service method comprising a notification destination telephone number, operation identification information (for example, a service code in the embodiment), and object identification information (also an object code). A distribution step of distributing a bar code including: and a communication device with an optical reading device that reads the bar code and sends the bar code to a notification destination telephone number included in the bar code. A receiving step of receiving the information, and a processing performing step of performing a process corresponding to the received operation identification information in association with the target identification information. It is possible to cope with a case where a plurality of services are automatically dialed by the notification destination telephone number and there are a plurality of services by the operation identification information, and a product, service or information of interest to the customer can be specified by the target identification information. If a barcode containing such information is distributed on an arbitrary medium and has a communication device with an optical reading device, a service request can be easily made. The operations referred to here include acquiring information, ordering a product, dispatching a salesman, and the like.

[0005] A customer service method according to a second aspect of the present invention includes a step of distributing a communication device with an optical reading device that transmits only to a specific telephone number, and a bar code including operation identification information and target identification information. A receiving step of receiving operation identification information and target identification information included in the barcode from a communication device with an optical reading device that reads the barcode and transmits the barcode to a specific telephone number. Performing a process corresponding to the identification information in association with the target identification information. Here, it is assumed that, for example, a mail-order company distributes a telephone dedicated to the mail-order company and expands services for its customers. In some cases, it is a higher-level service provider that puts together mail-order companies.

In the first and second aspects of the present invention, the above-described distribution step may be configured to distribute the barcode by television broadcasting, or may be performed on a paper such as a magazine. It is also possible to distribute in a medium or another electronic medium.

In the above-described receiving step,
A configuration is also possible in which operation identification information, target identification information, and customer identification information included in a barcode are received from a communication device with an optical reading device. Also, in the above-described receiving step, a configuration in which the operation identification information and the target identification information included in the barcode and the identification information (for example, a telephone number) of the communication device are received from the communication device with the optical reading device. It is also possible to use The communication device identification information can also be customer identification information.

In the case where the operation identification information indicates an information acquisition request and the target identification information indicates specific data, the specific data is read out of the storage device in the processing execution step and transmitted to the communication device. A configuration for transmitting data is also possible. For example, there is a case where catalog data is transmitted to a FAX machine which is a communication device with an optical reading device, and a case where voice data is transmitted to a mobile phone with a barcode reader.

In the case where the operation identification information indicates an information acquisition request and the target identification information indicates specific data, in the processing step, the customer information stored in advance using the customer identification information is read. It is also possible to take out and send specific data or a print of specific data to a destination specified in the customer information. By registering the customer information in advance, the customer does not need to send his / her information in detail when requesting information acquisition, and can send it by mail or e-mail to a destination designated by the customer. It can handle data that should be obtained in the form of a file.

Further, if the operation identification information indicates an order for a product or service, and the target identification information indicates identification information for a specific product or service, it is stored in advance in the processing execution step using the customer identification information. A configuration is also possible in which the received customer information is taken out, a provisional order process for a specific product or service is performed, and a process for order confirmation is performed on the customer. Thus, when someone places an order without permission, the order can be canceled.

On the other hand, in the above-mentioned receiving step,
The operation identification information and the target identification information included in the barcode and the customer authentication information are received from the communication device with the optical reading device. Further, in the first and second aspects of the present invention, the customer identification information is used. It is also possible to include a step of performing an authentication process. If the authentication information can be acquired together with the order, it is not necessary to confirm the order.

It is to be noted that, in the first embodiment of the present invention, it is possible to further include a step of distributing a communication device with an optical reading device for transmitting only to a specific telephone number.

In the case where the operation identification information indicates an order for a product or a service and the target identification information indicates identification information of a product or a service provided by a specific company, in the processing execution step, It is also possible to adopt a configuration in which the customer is specified by the identification information of the communication device, and the identification information of the product or service pertaining to the order and the customer information are transmitted to the computer of the specific company. For example, it shows a service provided by a service company that manages mail order dealers to mail order dealers.

In the second aspect of the present invention, when the operation identification information indicates a request for acquiring detailed information of a product or a service and the target identification information indicates identification information of a product or a service, in the processing execution step, It is also possible to adopt a configuration in which a customer is specified by the received identification information of the communication device, detailed information of the product or service specified by the target identification information is extracted from the storage device, and sent to the customer.

[0015] Customer service according to a third aspect of the present invention.
The system includes an optical reader, and when the optical reader reads a bar code including the notification destination telephone number, the operation identification information, and the target identification information, the communication with the optical reader is transmitted to the notification destination telephone number. And a computer that receives the operation identification information and the target identification information included in the barcode from the communication device with the optical reading device, and executes a process corresponding to the received operation identification information in association with the target identification information. Having.

When the computer described above receives the customer identification information from the communication device, the computer executes a process corresponding to the operation identification information using the customer identification information in association with the target identification information. When the customer identification information is not received from the communication device, a process corresponding to the operation identification information may be performed in association with the target identification information, and the result of the execution may be returned to the communication device. is there.

A computer according to a fourth aspect of the present invention causes a communication device with an optical reader to read a bar code including a notification destination telephone number, operation identification information, and target identification information, and causes the bar code to read the bar code. A program transmitting means for transmitting a program for transmitting to the notification destination telephone number included in response to a request from a communication device with an optical reading device that executes the program, and a bar code from a communication device with an optical reading device. The apparatus includes a receiving unit that receives the included operation identification information and the target identification information, and a processing execution unit that performs a process corresponding to the received operation identification information in association with the target identification information. Thus, even if the communication device with the optical reading device does not initially have the program necessary for the present invention, the program can be obtained from the computer, and the customer service of the present invention can be used in various places.

A computer according to a fifth aspect of the present invention causes a communication device with an optical reading device to read a bar code including operation identification information and target identification information, and stores the bar code including a notification destination telephone number set in advance. A program transmitting unit that transmits a program for transmitting the program in response to a request from a communication device with an optical reading device that executes the program; and, from the communication device with the optical reading device, the operation identification information and the object included in the barcode. The apparatus includes a receiving unit that receives the identification information, and a processing execution unit that performs a process corresponding to the received operation identification information in association with the target identification information.

The customer service according to the sixth aspect of the present invention
The system includes an optical reading device, and a communication device with an optical reading device that transmits a bar code including operation identification information and target identification information to the predetermined telephone number when the optical reading device reads the bar code including the operation identification information and the target identification information. And the operation identification information and the target identification information included in the barcode and the identification information of the communication device or the customer identification information included in the barcode from the communication device with the optical reading device. A computer that implements the information. This is a case where a communication device with an optical reading device makes a call to a predetermined specific telephone number. Note that the predetermined specific number may be one or more.

An image processing system according to a seventh aspect of the present invention comprises an optical reading means for optically reading a bar code including a notification destination telephone number, operation identification information, and target identification information, and acquiring customer identification information. To the notification destination telephone number read by the optical reading means, and the operation identification information and the target identification information read by the optical reading means, and the customer identification information by the customer identification information obtaining means. Communication means for transmitting the customer identification information to the notification destination computer when acquired.
If the communication means does not transmit the customer identification information, the communication means receives a result of performing a process corresponding to the operation identification information from the notification destination computer in association with the target identification information, and sends the result to the customer. It operates to output. For example, in a copy machine with a FAX function, the service according to the present invention can be provided to customers.

An image processing system according to an eighth aspect of the present invention is an image processing system, comprising: optical reading means for optically reading a bar code including operation identification information and target identification information; and customer identification information acquisition for acquiring customer identification information. Means, a call to a predetermined specific telephone number, the operation identification information and the target identification information read by the optical reading means, and the customer identification information when the customer identification information is acquired by the customer identification information acquisition means. Communication means for transmitting the notification to the notification destination computer. Then, when the communication means does not transmit the customer identification information, the communication means receives the result of performing the processing corresponding to the operation identification information from the notification destination computer in relation to the target identification information, and sends the result to the customer. Output to

The computer system described above may be realized by a combination of a normal computer and a program. In this case, the program is stored in a storage medium such as a floppy (registered trademark) disk, a CD-ROM, a magneto-optical disk, a semiconductor memory, a hard disk, or a storage device. The intermediate processing result is temporarily stored in a memory.

[0023]

DESCRIPTION OF THE PREFERRED EMBODIMENTS An example of a service according to an embodiment of the present invention will be described with reference to FIGS. The service provider introduces the product or service using a photograph or an explanatory note of the product in a magazine 13 or the like as an example of a paper medium, and a barcode for ordering the product or the like, for example, For example, post a barcode to request a catalog for more detailed information. Not only the magazines 13 but also flyers and newspapers distributed on the street, newspaper insert advertisements, and ordinary books may be used. Also, CATV
In programs such as telephone shopping and television broadcasting including satellite broadcasting, a bar code for ordering the product and the like and a bar code for requesting a catalog, for example, are distributed together with the image of the product and the television. It is presented to the customer at the John receiver 15.

FIG. 2 shows an example of a barcode printed on the magazine 13 or displayed on the screen of the television receiver 15. As shown in FIG. 2, the bar code according to the present embodiment includes a notification destination telephone number to which a service code and a target code described below are transmitted, and a code indicating a service content requested by a service provider. A service
This includes a code and a target code that is a code that specifies a product, service, or information that is a target of a service requested by a service provider. In the following description, the notification destination telephone number may not be included.

The customer registers personal information with the service provider in advance. For example, address, name, telephone number, fax
The number, destination of the product, etc. (if different from the address), e-mail address, contact method, settlement method, etc. The service provider issues a customer ID and a password to the registered customer. These pieces of customer information are stored in the customer information DB 9 of the server 13. It is to be noted that a case where the advance registration of the customer is not necessary will be described later. There is no need for money exchange such as catalog request.
This is a case where a catalog request is made using a device having sufficient functions for catalog output, such as the multifunction device 21.

The customer is, for example, a bar code reader 11a.
Desired services (operations) and products (objects) displayed on the screen of a magazine 13 or a television receiver 15 using a mobile phone 11 equipped with a barcode reader or a cordless phone also equipped with a barcode reader. The bar code corresponding to the combination is read. In the case of a barcode printed on a paper medium, the barcode can be read using, for example, a digital copy / FAX multifunction peripheral 21 capable of executing a processing program. The copy / fax MFP 21
Not only those installed at the customer's home but also those installed at, for example, a store of a distributor (for example, a convenience store).

In any case, the mobile phone 11 or the copy / F
The AX multifunction device 21 decodes the read barcode, and extracts a notification destination telephone number, a service code, and a target code. Then, it automatically dials the notification destination telephone number and connects to the server 3 of the service provider connected to the public line network 1. Then, the mobile phone 11 transmits the service code and the target code to the server 3. At this time, there are several variations. For example, when (1) the caller ID is notified, (2) the caller ID is notified and the password is transmitted to the mobile phone 11 or copy / FA
When inputting and transmitting with the button of the X multifunction device 21, (3)
This is the case where the customer ID and password issued in advance are input and transmitted using a button of the mobile phone 11 or the like, and (4) the case where no additional authentication is performed when customer authentication is not required.

The server 3 receives the service code and the target code from the mobile phone 11 or the like, and
The processing corresponding to the code is performed in relation to the target code. For example, if the service code indicates a catalog request, the information indicated by the target code is extracted from the catalog information database (DB) 5 connected to the server 3 and returned to the transmission source mobile phone 11 or the like. I do.
When the transmission source is the mobile phone 11, voice data may be transmitted. This audio data may be, for example, a description of a product or the like by audio or a music sample. The catalog image data may be transmitted to a predetermined FAX number according to a predetermined contact method instead of the transmission source. Further, the image data may be transmitted to a predetermined mail address. Further, the image data of the catalog information DB 5 may be printed by a printer or the like and sent as a mail 19 to a predetermined address. In addition, a pamphlet or the like that has already been printed may be sent out as the mail 19 without using the data in the catalog information DB 5.

For example, a bar code for ordering the merchandise or the like is printed on the printed matter 17 printed with the image data of the catalog transmitted to the copy / FAX multifunction peripheral 21 or on the printed matter sent out as the postal matter 19. ing. The bar code can be read again by the copy / FAX multifunction peripheral 21, for example, and the service code indicating the order and the target code for specifying the product can be transmitted to the server 3 via the public line network 1.

If the service code indicates an order for goods or services and only the caller ID is notified (case (2) above), the caller ID The customer information DB 9 connected to the server 3 is searched using the telephone number by the notification, the customer is specified, and the customer information of the customer is extracted. Using the customer information and the target code, temporary order information is created and held. Then, the order confirmation processing is performed by the contact method included in the customer information. When the order is confirmed, the provisional order information is registered in the order information DB 7 as formal order information. Later, the service provider uses the information in the order information DB 7 to send, for example, a parcel 23 containing the ordered product corresponding to the target code to the specified address.

Further, in the case where the service code indicates an order for a product or service, and when the telephone number or the customer ID and the password by the caller ID notification are received as the customer identification information ((( In the case of 3)), the customer information DB 9 is searched using the telephone number or the customer ID according to the caller ID notification, the customer is specified, and the customer information of the customer is extracted. The authentication process is performed by comparing the received password with the password included in the customer information. If it is determined in the authentication process that the order is from a genuine customer, order information is created using the customer information and the target code, and registered in the order information DB 7. Later, the service provider uses the information in the order information DB 7 to
For example, the parcel 23 wrapping the ordered product corresponding to the target code is sent to the specified address.

In the above description, the mobile phone 11 with the barcode reader 11a has been described as being prepared by the customer. However, for example, when the service provider is a mail order company, the mail order company is assigned to a good customer. A mode in which the mobile phone 11 dedicated to mail order is distributed is also possible.
In addition, a service company that bundles a plurality of mail-order companies may distribute the mobile phone 11. In this case, the mobile phone 11 may be capable of making a call only to a predetermined telephone number. Then, the notification destination telephone number is not required for the barcode. However, since the telephone number may be changed for each product, the bar code may include the notification destination telephone number or information for identifying the notification destination telephone number.

Next, the flow of processing in the above-described embodiment will be described with reference to FIGS. FIG. 3 shows a flow of customer registration with the service provider. First, a customer registration application is made by the customer (step S1). The customer registration application is made, for example, on a homepage on the Internet, by postcard, or by telephone. The service provider accepts a customer registration application from a customer (step S3), and registers customer information included in the application in the customer information DB 9 (step S5). Then, a customer ID and a password are issued to the customer (step S7).
The customer ID and password are also registered in the customer information DB 9. However, the password may be specified by the customer,
It is also possible to substitute a registered telephone number without issuing a customer ID. The service provider sends a registration completion notice by mail, e-mail, or web page, for example (step S9). Here, the service provider may send a dedicated telephone to the customer by mail or the like. The customer receives a registration completion notification from the service provider (step S11). If the service provider ships a dedicated phone, the service provider receives the dedicated phone. Thus, the service according to the present embodiment can be received.

FIG. 4 shows a main flow in this embodiment. First, the service provider distributes a medium on which a bar code including the notification destination telephone number, the service code, and the target code is posted (step S15). The medium may be paper, radio waves or electrical signals. In addition, shopping CD-ROM and DVD-R
There are also cases such as OM. In this case, a similar function is exhibited by displaying data such as a CD-ROM on a screen of a television receiver or a screen of a monitor of a computer. The customer receives the barcode publication medium distributed by the service provider (step S17), and provides the desired service (catalog request, ordering, salesman contact / visit request, etc.) and the service target (product or service or information). Is selected (step S19).

When the service and the target of the service are determined, the customer sends a bar code in which the information of the combination is coded, for example, to a bar code reader 11 of the cellular phone 11.
a is read (step S21). At this stage, the customer ID, password, or a combination thereof may be entered by pressing a button on the mobile phone 11. Then, the mobile phone 11 decodes the barcode and extracts the notification destination telephone number, the service code, and the target code. The mobile phone 11 automatically dials the notification destination telephone number, and transmits the service code, the target code, and, if entered, the customer ID and password to the server 3 of the service provider (step S23). In this example, caller ID notification is used.

The server 3 of the service provider receives the service code, the target code, and, for example, the source telephone number in the caller ID notification from the mobile phone 11 (step S25). When the customer ID and the password are input, the information is also received. Then, the service selected by the customer is executed in relation to the target selected by the customer (step S27). Details of step S27 will be described with reference to FIGS.

FIG. 5 shows a processing flow when the customer selects acquisition (service) of specific information (object). First, the server 3 of the service provider identifies service contents (here, information acquisition) based on the received service code (step S31). Next, the customer information DB 9 is searched using the transmission source telephone number notified by the caller ID notification (step S33). If the customer ID has been input, the customer information DB 9 may be searched using the customer ID. Then, as a result of the search, when the customer of the request source can be specified, the customer information of the request source is extracted from the customer information DB 9 and the data transmission destination and the transmission method of the information specified by the target code are specified. For example, data may be transmitted by e-mail to a specified e-mail address, transmitted by FAX to a specified FAX number, or sent by mail to a specified address. On the other hand, if the requesting customer cannot be specified, the transmission source telephone number notified by the caller ID notification is determined as the data transmission destination (step S3).
5). For example, this is a case where the service code and the target code are received from the copy / fax multifunction peripheral 21 installed in the convenience store and the customer ID and the like are not received.

Next, the server 3 acquires data relating to the target code from the catalog information DB 5 (step S3).
7). In the case of sending printed materials by mail,
Printing may be performed by a printer, or separately printed matter may be prepared. Then, the data relating to the target code is transmitted to the data transmission destination (step S39). In the case of mailing, mail is sent.

The device on the customer side receives the requested data from the service provider or the server 3 of the service provider (step S41). In the case of mail, the customer receives the mail. Then, (1) simply print the data on the customer's device, (2) display it on the monitor of the customer's device, print it according to the customer's instructions, or (3) display it on the monitor of the customer's device. For example, it may be stored in a storage device such as a hard disk or a storage medium according to a customer's instruction, or (4) audio or a moving image may be reproduced automatically by the customer's instruction.

FIG. 6 shows a processing flow when a customer selects an order (service) for a product or a service (object). Here, a description will be given of a process when a password is not sent from a device on the customer side. First, the server 3 of the service provider identifies service contents (here, order of goods or services) based on the received service code (step S45). Next, the customer information DB 9 is searched using the transmission source telephone number notified by the caller number notification. If the customer ID has been input, the customer information DB 9 may be searched using the customer ID. Then, as a result of the search, if the requesting customer can be specified, the customer information D
The requester's customer information is extracted from B9 (step S4)
7). If the requesting customer cannot be specified as a result of the search, the order cannot be received, and the processing is performed as an error.

Next, using the customer information of the request source obtained from the customer information DB 9 and the received target code, temporary order information is created and temporarily registered (step S49). This is because if formal order processing is performed without performing customer authentication, the customer may lose money due to an order by another person. Then, in the customer information of the request source, an order confirmation is transmitted by the designated method (step S51). For example, an e-mail containing the contents of the order is sent to a specified e-mail address, a mail containing the contents of the order is sent to a specified address, and a FAX containing the contents of the order is sent to a specified FAX number. The customer receives or receives the order confirmation. If there is no error in the order contents, an order confirmation is returned (step S53). As for the reply of the order confirmation, for example, fill in the reply postcard and return it. For example, access the order confirmation Web page provided on the Internet and input the order confirmation, or return by fax. Or may be. If there is an error in the contents of the order, it is necessary to request the service provider to cancel or correct it by telephone or the like.

If the order confirmation transmitted from the customer is
For example, when the server 3 of the service provider receives the message,
The contents of the provisional order registration relating to the order confirmation are registered in the order information DB 7 (step S55). At this point, the order has been officially received. At an arbitrary timing, the service provider refers to the order information DB 7 and sends out the order to the customer, and performs a payment process using a payment method (for example, credit card payment) specified in the customer information ( Step S57). The customer receives the order, etc. (step S59). In some cases, music data, image data, and moving image data are purchased as commodities.
In this case, the customer can receive the order data by, for example, transmitting the file as an attached file of an e-mail or by specifying the download Web page on the Internet by the e-mail. Also,
In the case of providing a service, for example, a coupon may be sent.

As described above, once the order confirmation is performed, there is an advantage that the customer's intention can be surely confirmed, but the actual shipment of the ordered item is delayed. On the other hand, if customer authentication is performed together with the order, it is not necessary to confirm the order. FIG. 7 shows a processing flow when customer authentication is performed. The server 3 on the service provider side receives the service code, the target code, the transmission source telephone number or the customer ID and the password from the customer's device, and stores the customer information DB 9 using the transmission source telephone number or the customer ID. Search and retrieve corresponding customer information. Then, a password is extracted from the customer information and compared with the received password to execute a customer authentication process (step S61). If the customer cannot be authenticated by the customer authentication process, a predetermined error process is performed.

On the other hand, if the customer is successfully authenticated in the customer authentication process, the service content to be provided to the customer is identified by the received service code (step S63). Here, it is assumed that the service code indicates an order for goods or services as described above. Next, order information is created using the customer information and the target code of the requester, and the order information is registered in the order information DB 7 (step S6).
5).

Thereafter, the service provider enters the order information DB 7
, The order item is dispatched, and the settlement process is performed by the specified method (step S67). Meanwhile, the customer
The order is received (step S69). As described above, when purchasing music data, image data, and moving image data as merchandise, data is transmitted via a network, and coupons are transmitted for services.

With the processing flow as shown in FIG. 7, once the customer authentication is completed, the order can be processed without confirming the order with the customer.

As described above, for example, when a service provider uses a dedicated mobile phone distributed exclusively for this service, the service provider automatically dials a telephone number preset in the dedicated mobile phone. Then, the read service code and the target code are decoded and transmitted to the server 3 by, for example, notification of a caller ID. Note that customer I
It is also possible to have a configuration in which D is recorded on a dedicated mobile phone and the customer ID is automatically transmitted whenever it is transmitted to the server 3.

When the service code identifies that the service content is a salesman's visit request, the server 3 retrieves the customer information from the customer information DB 9 using the transmission source telephone number based on the caller ID notification. For example, it is registered in the order information DB 7 together with the target code. The service provider determines the salesperson in charge at an arbitrary timing, and passes the information such as the product specified by the target code and the customer information to the salesperson in charge. Alternatively, a configuration is also possible in which the salesperson in charge is automatically determined, and information such as products and customer information are sent to the salesperson in charge by e-mail. The salesman in charge visits the customer according to the customer information and explains the product and the like.

The server 3 shown in FIG. 1 can be modified as shown in FIG. That is, a server 25 is provided instead of the server 3 in FIG. Although not shown in FIG. 8, the server 25 is connected to the public network 1. On the other hand, the database connected to the server 25 is a customer information DB.
9 and the trader information DB 27. This trader information DB 27
The information received by any server 31 or 37 using the service code or the target code or the service code and the target code, and the address of the server 31 or 37 of the mail order company affiliated with the service provider, for example. And distribution key information for determining whether to transmit. For example, if the product code is prefixed with A, A
Company B, if B is attached, etc.

The server 25 is connected to a server 31 and a server 37 of a lower-level service provider (hereinafter, referred to as a product or service provider) via a network 29. The servers 31 and 37 are connected to a catalog information DB and an order information DB, respectively. When the server 25 receives the service code, the target code, and the source telephone number or the customer ID based on the caller ID notification, the server 25 searches the trader information DB 27 using the target code, for example, to obtain the address of the transfer destination server. Further, the client information DB 9 is searched by the transmission source telephone number or the customer ID, the requesting customer information is extracted, and the customer information, the service code, and the target code are transmitted to the transfer destination server. A configuration is also possible in which authentication processing is performed with a password before transfer. Then, in the server 31 or 37 serving as the transfer destination server, the catalog information DB 33
Or, the processing corresponding to the service code (catalog request) is performed using 39 or the order information is registered in the order information DB 35 or 41 using the target code and the customer information.

FIG. 9 summarizes the processing flow in FIG. The server 25 on the service provider side searches the customer information DB 9 using the transmission source telephone number or the customer ID based on the caller ID notification received from the customer side device, and acquires the corresponding customer information. Then, the password included in the customer information is extracted. The password included in the customer information is compared with the password received from the customer device, and a customer authentication process is performed (step S71). If the passwords match, it is determined that the customer authentication has succeeded, and the process proceeds to the next step. On the other hand, if the passwords do not match, it is determined that the customer authentication has failed, and error processing is performed. For example, a voice or the like indicating that the password is different is transmitted to the customer device.

If the customer authentication is successful, the company DB 27 is searched by using the received target code, and a product or a service provider is specified (step S73). In some cases, the product or service provider is identified, including the received service code. If the product or the service provider is specified, the address of the transfer destination server is also known. Accordingly, the request source customer information, the service code, and the target code are transmitted to the server 31 or 37 on the product or service provider side (step S75). On the other hand, the product or service provider side server 31 or 37 receives the requesting customer information, the service code, and the target code (step S77), and identifies the service content requested by the customer with the service code. (Step S79). Here, it is assumed that the service code indicates an order for goods or services.

Then, order information is created using the target code and the requesting customer information, and the order information DB 35 or 41 is created.
(Step S81). Then, at an arbitrary timing, the product or service provider confirms the existence of the order, and sends out the customer's order or the like to the customer. Then, the settlement processing is performed by the settlement method specified in the requesting customer information (step S83). The customer receives the delivered order and the like (step S85).

When a service such as a catalog request that does not require the input of a password is requested, the service provider may not perform the authentication processing. In addition, the sending of ordered items and the transmission of catalog data are the same as those described above.

In FIG. 1, the copy / fax MFP 21 is simply described.
Has been described, an embodiment using the copy / FAX multifunction peripheral 21 will be described with reference to FIGS. In FIG. 10, the copy / fax MFP 43 and the server 4
9 is connected to the public network 1. The copy / FAX MFP 43 stores a processing program storage unit 45 for storing a program for performing processing in the copy / FAX MFP 43 in the present embodiment, and information from a magnetic or IC card on which customer information is recorded, for example. A customer information input unit 4 which is a card reader for reading or a device for reading customer information by connecting a mobile phone, or buttons such as numeric keys provided on the copy / FAX multifunction device 43
7 is provided. The server 49 has a catalog information DB
5, an order information DB7, a customer information DB9,
A processing program storage unit 51 storing a processing program for the FAX multifunction machine 43 and a log storage unit 53 are connected.

For example, it is expected that the copy / FAX multifunction machine 43 is arranged in a retail store, particularly in a convenience store. In this case, when the owner of the retail store intends to provide the service according to the present embodiment to the customer, he operates the copy / FAX multifunction device 43 and operates the server 4.
9 and downloads the processing program stored in the processing program storage unit 51 and suitable for the copy / FAX multifunction peripheral 43. The downloaded processing program is stored in the processing program storage unit 45 of the copy / FAX MFP 43. Then, when the customer requests the service according to the present embodiment, for example, when a predetermined button is pressed, the service is read out to the main memory of the copy / FAX MFP 43 and executed by the CPU.

Then, the customer causes the scanner of the copy / FAX multifunction device 43 to read a barcode indicating a catalog request or an order of a product or the like published in a magazine or the like. The copy / FAX multifunction device 43 decodes the barcode using the processing program, and extracts the notification destination telephone number (may not exist if set in the processing program), the service code, and the target code. I do.

For example, if only a catalog request is made, the customer may or may not input customer information to the copy / FAX multifunction peripheral 47 using the customer information input section 47 at this point. When ordering a product, customer information must be entered. When inputting customer information, as described above, a magnetic card or an IC card storing the customer information is used, or the customer information is read from a mobile phone,
By pressing a button, a customer ID and a password are input.

The copy / FAX multifunction peripheral 47 transmits a caller's number notification mode to the notification destination telephone number obtained from the read barcode. The notification destination telephone number is the telephone number of the server 49. The server 49 is a copy / fax MFP 47
To receive the service code and the target code. If customer information is input, the customer information is also received. Also, which copy / fax MFP 47
In order to record what kind of service request has been made, for example, the service code and the source telephone number based on the caller ID notification are registered in the log storage unit 53. It is to be noted that the machine number and the retail store number of the copy / FAX multifunction machine 43 are transmitted instead of the caller number notification, and the log storage unit 53 is transmitted.
May store the machine number or the retail store number. For example, a business in which a fee is paid to the retail store side according to the number of accesses and service request contents stored in the log storage unit 53 is also conceivable.

If the customer information is copied / facsimile machine 4
3, the server 49 operates by the method described with reference to FIGS. 6 and 7, for example. On the other hand, if you did not receive customer information,
If a service is requested to return the processing result to the FAX multifunction machine 43 and perform the processing, the processing corresponding to the service code is performed in relation to the target code, and the result is transmitted to the service code and the target code. Is transmitted to the copy / FAX multifunction device 43 that has transmitted the. The copy / FAX MFP 43 prints the received processing result or displays the result on a display panel.

FIG. 11 is a functional block diagram of the copy / FAX multifunction device 43. The copy / FAX multifunction peripheral 43 obtains customer information from a customer by reading a scanner 437 that optically reads an image, a printer 435 that prints image data, a communication unit 431 that connects to the public network 1 for communication. Information input unit 47 for processing, and a processing program acquisition processing unit 438 and a processing program 439 for first obtaining the processing program according to the present embodiment from the server 49 as described above. A processing unit 433 for controlling the entire multifunction peripheral 43; and a processing program storage unit 4
5 is included.

For example, a paper piece 441 on which a barcode for requesting a catalog request for a product or the like is
37, and the barcode is decoded by the processing program 439. Under the control of the processing program 439, the communication unit 431 transmits the notification destination telephone number, the service code,
Send to When customer information is input by the customer information input unit 47, the customer information is also transmitted. Here, it is assumed that the communication unit 431 only notifies the transmission source telephone number by the caller number notification, and customer information is not input by the customer information input unit 47.

The server 49 searches the customer information DB 9 with the telephone number of the transmission source by, for example, notification of the caller number. However, this telephone number is not registered in the customer information DB 9. Therefore, the operation mode is the operation mode in which the result is returned to the copy / FAX MFP 43. Further, a pair of the transmission source telephone number and the service code is registered in the log storage unit 53. Then, it identifies that the request is a catalog by the service code, and extracts necessary data from the catalog information DB 5 by the target code. The catalog information is transmitted from the server 49 to the copy / FAX multifunction peripheral 43 without disconnecting the connection.

The copy / FAX multifunction device 43 includes a communication unit 431
Receives the catalog information and outputs it to the processing program 439. The processing program 439 outputs catalog information to the printer 435 and causes the printer 435 to print the catalog information. Printed piece of paper 443
Is printed with detailed information such as a product selected by the customer and a barcode for ordering. The customer looks at the piece of paper 443 on which the catalog information is printed and decides to place an order, and causes the scanner 437 of the copy / FAX MFP 43 to read the piece of paper 443 again. In the case of an order, customer information (such as a password) is entered in the customer information input section 47
Must be entered.

It is also possible to input customer information using the customer information input section 47 even for a catalog request. In this case, for example, a fax is sent to your home,
Mail is sent or e-mail is sent.

FIG. 12 shows a processing flow on the copy / FAX multifunction peripheral 43 side. First, a paper piece including a barcode is optically read by the scanner 437 to obtain image data. Then, the processing program 438 analyzes the image data and extracts a barcode (step S91). Next, the processing program 438 decodes the barcode (step S93). By this decoding, the notification destination telephone number, service code, and target code included in the barcode are obtained.

Then, the processing program 438 requests the customer to input customer information. For example, copy / FA
A display prompting the customer to enter customer information (customer ID and password) is displayed on the display panel of the X MFP 43. in addition,
If you do not want to enter customer information,
A message such as pressing a key is displayed. Here, it is determined whether or not the customer information has been acquired (step S97).
If the customer information has been obtained, a call is transmitted to the notification destination telephone number that is the decoded content, and the service code and the target code that are the decoded content of the barcode and the input customer information are transmitted to the server 49 ( Step S99).
Note that the caller ID may or may not be notified. However, in order to register in the log storage unit 53, a caller number notification is performed. The server 49 executes a process corresponding to the service code in relation to the target code. If there is information to be returned to the copy / fax MFP 43 in the processing result, the server 49 transmits the information. If there is a reply, the copy / FAX multifunction peripheral 43 displays it on, for example, a display panel, or prints out and outputs it by the printer 435 (step S101). In some cases, there is no reply from the server 49. This is because the catalog may be sent or the merchandise may be sent by another method.

On the other hand, if the customer information has not been obtained, a caller ID is transmitted to the notification destination telephone number that is the decoded content, and the service code and the target code that are the decoded content are transmitted to the server 49 ( Step S10
3). Since the server 49 does not receive the customer information, it always returns a reply to the copy / FAX multifunction device 43. For example, when a service code indicating a catalog request is received, the catalog information is extracted from the catalog information DB 5 and transmitted to the copy / FAX multifunction device 43. Then, copy
The FAX multi-function device 43 receives the returned information and performs, for example, a display on the display panel to inquire whether to print the received data. For example, in response to the pressing of the start button, the printing by the printer 435 is performed. Execute (step S105).

The above-described embodiment is an example, and various modifications are possible. For example, a mode in which customer authentication is performed on the mobile phone side is also possible. In that case, for example, biometrics authentication such as fingerprint authentication can also be used.

The server 3, the server 25, the server 31, the server 37, the server 37, and the server 49 may realize necessary functions by a plurality of computers instead of a single server. In the processing flow described above,
Some steps may be performed simultaneously or two or more steps may be performed in a different order.

[0071]

As described above, according to the present invention, it is possible to provide a customer service technique using a bar code, which is highly convenient for the customer when providing various services to the customer.

[Brief description of the drawings]

FIG. 1 is a schematic diagram of a system according to the present invention.

FIG. 2 is a diagram illustrating an example of a barcode according to the present invention.

FIG. 3 is a processing flow of customer registration.

FIG. 4 is a main flow in the present invention.

FIG. 5 is a processing flow when acquiring information.

FIG. 6 is a processing flow of ordering a product or service including confirmation of an order with a customer.

FIG. 7 is a processing flow of ordering a product or service when customer authentication information is received together.

FIG. 8 is a block diagram showing a modification of the server in FIG. 1;

FIG. 9 shows a processing flow in FIG.

FIG. 10 is a schematic diagram of a system using a copy / FAX multifunction peripheral.

FIG. 11 is a functional block diagram of the copy / FAX multifunction peripheral according to the present invention.

FIG. 12 is a diagram showing a processing flow of the copy / FAX multifunction peripheral according to the present invention.

[Description of Signs] 1 Public line network 3, 25, 31, 37, 39, 49 Server 5, 33, 39 Catalog information DB 7, 35, 41 Order information DB 9 Customer information DB 11 Mobile phone with barcode reader 13 Magazine 15 Television receiver 17 Sheet of paper 19 Mail 19, 43 Copy / FAX multifunction machine 23 Parcel 29 Network 45 Processing program storage unit 47 Customer information input unit 51 Processing program storage unit 53 Log storage unit 431 Communication unit 433 Processing unit 435 Printer 437 Scanner 438 Processing program acquisition processing unit 439 Processing program

 ──────────────────────────────────────────────────続 き Continued on the front page F term (reference) 5B035 AA00 BB01 BC03 5B058 CA40 KA02 KA04 YA02 5K101 KK16 KK17 LL12 MM07 NN04 NN18 PP04 RR12 SS07

Claims (24)

[Claims] A distribution step of distributing a bar code including a notification destination telephone number, operation identification information, and target identification information; and an optical system for reading the bar code and transmitting the notification to the notification destination telephone number included in the bar code. A receiving step of receiving the operation identification information and the object identification information included in the barcode from a communication device with a reading device, and performing a process corresponding to the received operation identification information in association with the object identification information A customer service method comprising: 2. Distributing a communication device with an optical reading device that transmits only to a specific telephone number; distributing a bar code including operation identification information and target identification information; and reading the bar code And a receiving step of receiving the operation identification information and the target identification information included in the barcode from the communication device with the optical reading device that transmits to the specific telephone number, and corresponding to the received operation identification information. A process performing step of performing a process in association with the target identification information. 3. The customer service method according to claim 1, wherein, in the distributing step, the barcode is distributed by television broadcasting. 4. In the receiving step, the operation identification information, the target identification information, and the customer identification information included in the barcode are received from the communication device with the optical reading device. 3. The customer service method according to 1 or 2. 5. In the receiving step, the operation identification information and the target identification information included in the barcode and the identification information of the communication device are received from the communication device with the optical reading device. 2. The customer service method according to claim 1, wherein: 6. When the operation identification information indicates an information acquisition request and the target identification information indicates specific data, the specific data is read from a storage device in the processing execution step, 6. The customer service method according to claim 5, wherein the transmission is performed to the communication device. 7. When the operation identification information indicates an information acquisition request and the target identification information indicates specific data, the operation identification information is stored in advance in the processing execution step using the customer identification information. 5. The customer service method according to claim 4, wherein the customer information is taken out, and the specific data or a print of the specific data is sent to a destination specified in the customer information. 8. When the operation identification information indicates an order for a product or service, and the target identification information indicates identification information of a specific product or service, in the processing execution step, the customer identification information is 5. The customer service according to claim 4, wherein customer information stored in advance is taken out, a provisional order process is performed for a specific product or service, and a process for confirming the order is performed for the customer. Method. 9. In the receiving step, the operation identification information, the target identification information, and the customer authentication information included in the bar code are received from the communication device with the optical reading device, and further, the customer authentication information is received. 3. The customer service method according to claim 1, further comprising the step of performing an authentication process by using a password. 10. When the operation identification information indicates an order for a product or service, and the target identification information indicates identification information of a product or service provided by a specific company,
In the processing execution step, a customer is specified based on the received identification information of the communication device, and identification information of the product or service pertaining to the order and customer information are transmitted to a computer of the specific company. 5. The customer service method according to item 5. 11. When the operation identification information indicates a request for acquiring detailed information of a product or a service, and the target identification information indicates identification information of a product or a service, 3. The customer service method according to claim 2, wherein the customer is specified by the identification information of the communication device, the detailed information of the product or service specified by the target identification information is extracted from the storage device, and sent to the customer. 12. An optical reading device, comprising: an optical reading device that reads a bar code including a notification destination telephone number, operation identification information, and target identification information, and transmits the bar code to the notification destination telephone number. Receiving the operation identification information and the object identification information included in the barcode from the communication device with the device and the communication device with the optical reading device, and performing a process corresponding to the received operation identification information on the object identification. A computer to perform in connection with the information;
Customer service system with 13. The computer, when receiving the customer identification information from the communication device, performs a process corresponding to the operation identification information using the customer identification information in association with the target identification information, When the customer identification information is not received from the communication device, a process corresponding to the operation identification information is performed in association with the target identification information,
13. The customer service system according to claim 12, wherein the execution result is returned to the communication device. 14. A communication device with an optical reader for reading a bar code including a notification destination telephone number, operation identification information, and target identification information and transmitting the bar code to the notification destination telephone number included in the bar code. A receiving unit that receives the operation identification information and the object identification information included in the operation identification information; and a processing execution unit that performs a process corresponding to the received operation identification information in association with the object identification information. 15. A communication device with an optical reading device that reads a bar code including operation identification information and target identification information and transmits only to a specific telephone number, the operation identification information included in the bar code and the operation identification information A computer comprising: a receiving unit that receives target identification information; and a processing execution unit that executes a process corresponding to the received operation identification information in association with the target identification information. 16. The communication device with the optical reading device, wherein the receiving unit is configured to identify the operation identification information and the target identification information and the customer identification information included in the barcode or the identification of the communication device with the optical reading device. The computer according to claim 14, wherein the computer receives information. 17. When the operation identification information indicates an information acquisition request and the target identification information indicates specific data, the processing execution unit reads the specific data from a storage device, 17. The computer according to claim 16, wherein the data is transmitted to the communication device. 18. When the operation identification information indicates an order for a product or service, and the target identification information indicates identification information of a specific product or service, the processing execution unit may change the customer identification information. 17. The computer according to claim 16, wherein customer information stored in advance is taken out, a provisional order process is performed for a specific product or service, and a process for confirming the order is performed for the customer. 19. The receiving means receives the operation identification information, the target identification information, and the customer authentication information included in the barcode from the communication device with the optical reading device, and further receives the customer authentication information. 16. The computer according to claim 14, further comprising means for performing an authentication process by using the computer. 20. A program for causing a communication device with an optical reading device to read a bar code including a notification destination telephone number, operation identification information, and target identification information, and to transmit to the notification destination telephone number included in the bar code. Program transmission means for transmitting, in response to a request from a communication device with an optical reading device, which executes the program, from the communication device with an optical reading device, the operation identification information and the object identification included in the barcode. A computer comprising: receiving means for receiving information; and processing performing means for performing a process corresponding to the received operation identification information in association with the target identification information. 21. A program for causing a communication device with an optical reading device to read a barcode including operation identification information and target identification information and to make a call to a preset notification destination telephone number, executes the program. Program transmitting means for transmitting in response to a request from the communication device with an optical reading device; and receiving means for receiving the operation identification information and the object identification information included in the barcode from the communication device with the optical reading device. A computer for performing processing corresponding to the received operation identification information in association with the target identification information. 22. An optical reading device, comprising: an optical reading device for reading a bar code including operation identification information and target identification information by the optical reading device and transmitting the bar code to a predetermined telephone number. A communication device, receiving the operation identification information and the target identification information and the communication device identification information or customer identification information included in the barcode from the communication device with the optical reading device, and receiving the received operation identification information A computer for performing a process corresponding to the information in association with the target identification information. 23. Optical reading means for optically reading a bar code including a notification destination telephone number, operation identification information, and target identification information; customer identification information obtaining means for obtaining customer identification information; Means for transmitting to the notification destination telephone number read by the means, the operation identification information and the target identification information read by the optical reading means, and the customer identification information when the customer identification information is obtained by the customer identification information obtaining means. And communication means for transmitting to the notification destination computer, the communication means, when the customer identification information is not transmitted, the processing corresponding to the operation identification information from the notification destination computer Receiving the result of the execution related to the identification information and outputting the result to the customer. 24. Optical reading means for optically reading a bar code including operation identification information and target identification information; customer identification information obtaining means for obtaining customer identification information; Communication means for transmitting and transmitting the operation identification information and the target identification information read by the optical reading means and the customer identification information when the customer identification information is acquired by the customer identification information acquisition means to a notification destination computer. And the communication unit, when the customer identification information is not transmitted, a result of performing a process corresponding to the operation identification information from the notification destination computer in relation to the target identification information. Receiving and outputting to a customer.