JP2003271767A - Customer guide system and guide method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To precisely calculate and present the time when a customer's turn comes, to a user according to the change of the use state of service. <P>SOLUTION: A customer guide system is provide with a use startable time arithmetic part 33 which, when the user of the service makes an inquiry when applying for use of the service, calculates the use startable time of the service according to the current use state and queueing state of the service and presents the calculation result to the user; an application information storage part 7 which, when the user applies for the use of the service, registers the queueing of the user while relating it to the service; an arithmetic result information part 36 which recalculates the use startable time of the user according to the change of the use state or queueing state of the service by the time the user uses the service on the basis of registration of queueing and informs the user of the time until the user starts using the service; and a queueing registration update part 34 which cancels the queueing registration of the user when the user starts using the service to update the queueing state of the service. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer guide system and a guide method for providing a user (customer) who uses a service such as a restaurant and a beauty salon with information on when the service can be used and when the service is waiting.

[0002]

2. Description of the Related Art Generally, at service shops such as restaurants and beauty salons, users who come to the store without making a reservation are guided in the order in which they come to the store. In addition, when it is crowded and it is not possible to guide immediately, for example, waiting is performed by registering the names and the number of visitors to the waiting list provided.

[0003]

By the way, in the above waiting method, it is necessary for the user to estimate the time of use (waiting time) based on the number of other users who are waiting. There is. On the other hand, the service shop (service provider) guides the user regardless of the user's guess.

For this reason, for example, waiting guidance may proceed smoothly, and the available period may arrive earlier than initially estimated. In addition, other users who are waiting in line may cancel their reservations and move up in order, or conversely, users with higher priority may be given priority to move down due to the discretion of the service provider. In some cases.

[0005] In general, if the user is absent when the turn arrives, it may be treated as cancellation. Therefore, even if the user infers that the waiting time is long, the user comes to the turn without going out. Had to wait in the store until.

Conventionally, there is a user guidance system at a bank counter as an automated system for guiding the user. This system issues number cards (cards) to users when entering a store, and calculates the number of users waiting in line based on the number of issued number tags and the number of users currently using the service. Then, the number of people waiting in line is displayed at the counter or the like. However, even in this system, since the arrival time is not notified, the user needs to wait in the store.

That is, it is very time-consuming for the service provider to calculate the waiting time. In particular, in the case where there are various services provided at the store or when a time slot reservation is also accepted in advance, it is almost impossible to manually perform the calculation based on a mere empirical rule. In addition to that, once the time is given, it is necessary to guarantee it, so there is a possibility that turn guidance becomes inefficient. On the other hand, there is also a problem in that the service usage rate is reduced by simply guiding the users in the order in which they came to the store.

The present invention has been made in view of the above problems, and an object of the present invention is to provide a system and method capable of accurately calculating the time when the turn-around time comes to guide the user.

[0009] A further detailed object is to provide a system and method that can guide a user without lowering the utilization rate of the service and without causing dissatisfaction with the waiting user. It is in.

[0010] Still another detailed object is to provide a system and method by which the service provider can guide the user without designing and introducing a new system.

[0011]

According to a first main aspect of the present invention, there is provided a user guidance system for guiding a user of a service, wherein the user receives an inquiry when applying to use the service. In this case, based on the presentable use start time presenting means for calculating and presenting to the user the available start time of the service based on the current use status of the service and the waiting status, When the user applies to use the service, the user uses the service based on the user waiting registration means for registering the waiting of the user in association with the service and the registration of the waiting. Until the usage start time of the user is changed according to the change in the usage status of the service or the waiting status until then, and the user is notified at a predetermined timing. And use can be started time notification means that,
When the user starts using the service, the customer guidance system includes a waiting registration updating unit that cancels the waiting registration of the user and updates the waiting status of the service. Provided.

With such a configuration, it is possible to accurately calculate the order of users and the time when the service can be used in accordance with changes in the service usage status and the waiting status. By presenting the order and waiting period until such a service is used to users who are waiting in order, the user can effectively utilize the waiting time, and for example, whether it is okay to go out from the store is easy. You will be able to judge.

Further, according to one embodiment of the present invention, the utilization startable period presenting means has an attribute of a utilization application of a user who has made an inquiry and an attribute of a utilization application of a user who has already waited for a turn. Based on the order calculation means for obtaining the order of waiting for each user, and the available time calculation for calculating the available start time of the inquired user based on the order obtained by the order calculation means And means. Here, when the predetermined number of users waiting for the turn sequentially use the service, the order calculation means determines the order of waiting for each user so that the utilization rate of the service is in the maximum direction. It is preferable to seek.

According to such a configuration, when calculating the order of the inquired users, the application attributes of the users who have already waited for their turn are referred to. It is possible to flexibly calculate the order based on the attributes of the user. In addition, the order of individual users is calculated so that the service utilization rate becomes maximum when the services are sequentially provided to a predetermined number of users (3 sets, etc.) waiting for their turn. As a result, the total waiting time for a plurality of users can be shortened by guiding the customers efficiently, which in turn can contribute to the improvement of customer service.

According to another embodiment of the present invention, the order calculation means obtains the order of waiting for each user according to the waiting time of the user who is already waiting. Further, it is preferable that the order calculating means weights the users by multiplying the waiting time of the users waiting in the order by a coefficient according to the number of applicants of the users. As a result, it is possible to correct the order and the availability start time based on the waiting status and application status of each user.

[0016] According to another embodiment of the present invention, the service is composed of a plurality of services having different attributes, and the order calculation means waits for the order and the attribute of the usage application of the user who made the inquiry. The waiting order for each service is obtained based on the attributes of the user's usage application and the attributes of the service.

[0017] According to another embodiment of the present invention, the availability start notification means determines the attribute of the usage application of the waiting user when the usage status or the waiting status of the service changes. Based on the order calculated by the order calculation means for re-determining the order of waiting for each user based on the order, the use start time for some or all users is calculated again And timing calculation means. Here, the service is composed of a plurality of services having different attributes, and the order calculation means has a usage application attribute of a user who has applied to use the service, and a usage application attribute of a user who has already waited in order. ,
It is preferable that the order of waiting for each service is obtained based on the attribute of the service.

According to such a configuration, the order of the users who have already waited for the order can be dynamically calculated and presented to the user in accordance with the change in the service usage status or the status of the waiting status. Will be able to.

According to another embodiment of the present invention, the apparatus further comprises service attribute storage means for storing the maximum number of people who can use the service, and the order calculation means is used with the number of applicants of each user. Alternatively, the order in which each user waits for a turn is calculated based on the maximum number of people who can use the service that is not being used. Further, the service attribute storage means stores the maximum usable number of each service when the divided usable service is divided and the maximum usable number of the service which is integrated with another service for each service. It is preferably stored in association with the unique information.

According to another embodiment of the present invention, the availability start notification means notifies the availability start time by a predetermined period, or when the number of users waiting for a turn becomes a predetermined number or less. In addition, the user is notified of the availability start time. Here, it is preferable that the use startable time notifying unit obtains from the user a predetermined period of time or a predetermined number of waiting information for notifying the user of the use startable time.

According to another embodiment of the present invention, there is further provided a change application acceptance means for accepting a change in the attribute of the use application from the user who has received the notification of the availability start time from the availability start time notification means. When the change request from the user is received, the use startable time notification means recalculates the use startable time of the user based on the attribute of the changed use application.

According to another embodiment of the present invention, a standard use period storage unit for storing a standard use period of the service is further provided, and the use startable period presenting means and the use startable period notifying means store the service. The standard usage period of the service is added to the usage start time of the user who is already using the service to calculate the service startable time.

[0023] According to a second main aspect of the present invention, there is provided a user guidance method for guiding a user of a service, wherein when the user receives an inquiry when applying for the service, the current status of the service. Of the service start time of calculating the service start time of the service based on the use status and waiting status of the service and presenting the service start time to the user; A user waiting registration step of registering the waiting of the user in association with the service, and the service until the user uses the service based on the waiting registration. According to the change in the usage status or the waiting status, the available start time of the user is recalculated and notified to the user at a predetermined timing. And a waiting registration updating step of canceling the waiting registration of the user and updating the waiting status of the service when the user starts using the service. Customer guidance methods are provided.

With such a configuration, it is possible to obtain a customer guidance method that is preferably obtained by using the customer guidance system in the first main aspect described above.

The other features and remarkable effects of the present invention will be more clearly understood by referring to the following description of the embodiments of the invention and the attached drawings.

[0026]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described below with reference to the drawings. In the following, an example will be described in which a seat is assigned to a customer (user) who has applied for a reservation to use the restaurant.

FIG. 1 is a diagram showing the overall configuration of an embodiment of the present invention. In this figure, 1 is a customer guide system which is the gist of the present invention. This customer guidance system 1 is installed in the server of the management center 3, and is provided with a store terminal 4 installed in each store 2 and a terminal 6 of a user 5 who applies for service use in this store 2, such as the Internet. It is communicably connected via a public line, a mobile communication network, or a dedicated line. The customer guidance system 1 acquires and manages the usage status of the service at the store 2 at any time, and based on this usage status, the waiting time, the order and the usage until the user 5 who has applied can use the service. The startable time is calculated and output.

The management center 3 is an ASP that acts as a substitute for processing for guiding the customers of a plurality of restaurants (stores 2).
It functions as (Application Service Provider). The customer guidance system 1 has the management center 3
Through the portal site on the web that is established and operated by
It receives necessary information from each store 2 and user 5. Further, the user 5 can select a store 2 to be used from a plurality of stores 2 registered in this portal site and apply for a reservation.

The customer guidance system 1 also receives and manages both time zone reservations and order reservations of the store 2. Specifically, the time slot reservation is received by receiving predetermined items from the terminal 6 such as a personal computer or a mobile phone installed in the home of the user 5 through the portal site of the management center 3. In addition, in order reservation,
The application information for order reservation acquired by the shop terminal 4 from the user 5 who has visited the shop 2 is acquired from the shop terminal 4 and accepted.

Here, it is preferable to accept the time slot reservation only within a predetermined time so that the order reservation received from the user 5 who has visited the store 2 and the time slot reservation received from the mobile phone or the like do not conflict with each other. For example, the time slot reservation is not accepted within two hours before the reserved time slot or during the crowded time slot such as lunch time. Further, it is also possible to decide whether to accept the time slot reservation depending on the utilization rate of the service at the time of accepting the time slot reservation and the number of users who have already waited in line.

In addition, the customer guidance system 1 receives application information (such as non-smoking seat request, window request, etc.) from the user 5 at the time of accepting a reservation application in both the time slot reservation and the order reservation. get. In addition, the store terminal 4
The service usage status of the store 2, that is, the usage status of each table and counter seat of the restaurant is transmitted to the customer guidance system 1 at any time. The customer guidance system 1 performs a simulation calculation of the service available start time and order of the service, as described later, based on the acquired information.

Next, the processing flow of this embodiment will be described with reference to FIG. It should be noted that S1 to S14 in the figure are symbols indicating the processing order, and steps S1 to S14 in the following description.
Corresponding to. Further, in the following description, the inquiry prior to the application for use is omitted.

First, in the time zone reservation, the store 2 selected by the user 5 on the portal site of the management center 3
With respect to, when the desired use time zone, the number of users, and the like are input to apply for the time zone reservation (step S1), the customer guidance system 1 stores the accepted application information in the application information storage unit 7 (step S2). Further, the customer guidance system 1 receives the information on the service usage status of the store 2 transmitted from the shop terminal 4 at any time and stores it in the usage status storage unit 8 (step S3).

Then, the customer guidance system 1 is based on the acquired application information and the usage status of each service.
The order of the user 5 and the time when the service can be used are calculated, and it is determined whether or not it is possible to make a reservation during the time period for application (step S4). The availability of the time slot reservation or the calculated availability start time is transmitted to the terminal 6 of the user 5 (step S5). The user 5 can use the service without waiting for the turn by visiting the store 2 at the time when the use can be started.

In order turn reservation, when the user 5 who visits the store 2 enters the order reservation by inputting the number of users and the like into the store terminal 4 (step S6), this application information indicates the customer guidance system 1 Sent to (step S
7). The customer guidance system 1 performs a simulation calculation of the order and the service available start time based on the usage status of the store 2 and the application information for the order reservation, which are acquired at any time (step S8). The calculated order and the available start time are transmitted to the store terminal 4 (step S9) and displayed on the display 9 of the terminal 4 together with a predetermined message (step S10). The user 5 can determine whether to go out or wait by checking the displayed order and the available start time. When going out, the user 5 registers the mobile phone number or e-mail address in the application information storage unit 7 of the customer guidance system 1 through the store terminal 4 so that the customer guidance system 1 can be registered at a predetermined timing. It is possible to receive the notification of the arrival of the turn (step S11).

In addition, when the customer guidance system 1 receives a notification request of the order and the startable use time from the terminal 6 of the user 5 who has gone out after the order reservation application (step S).
12), based on the application information of the user 5 registered in the application information storage unit 7 and the usage status of each service,
The order of the user 5 and the available start time are recalculated (step S13). Since the service usage status at this time is the latest usage status that is sequentially received and updated from the store terminal 4, the order of calculation and the availability start time are also
It is often different from the time of application.

The calculated latest order and available start time are transmitted to the address of the terminal 6 of the user 5 registered in the application information storage section 7 (step S14). As a result, it is possible to provide the user 5 with reference information during the time period when the user visits the store 2.

In this way, the store 2 is provided to the user 5.
Since it provides information on the order and the availability start time dynamically calculated based on the latest usage status in, it is possible to accurately calculate the availability time, etc. Can be operated.

In order to perform the above processing, the customer guidance system 1 is constructed as shown in FIG. That is, in this system 1, a data storage unit 15 and a program storage unit 16 are connected to a bus 14 to which a CPU 10, a RAM 11, a communication device 12 such as a modem, and an input / output device 13 such as a keyboard and a display are connected. Is configured. Each component described below is configured to execute each function by being called and executed by the RAM 11 or the like by the CPU 10.

The data storage unit 15 is provided by the user 5 at the store 2 and the application information storage unit 7 for storing the application information 17 for the order reservation and the time zone reservation of the service at the store 2 and the waiting situation 18. There is provided a service information storage unit 19 for storing the attribute information of the service to be used, and a use status storage unit 8 for storing the use status of the service transmitted from the store 2 at any time.

As the application information 17 stored in the application information storage unit 7, for example, as shown in FIG. 3, identification information 20 such as the name and ID of the user 5, the number of applicants 21, and the desired application service. (Hope by the window, baby chair, etc.)
22, a notification method 23 such as an e-mail address or a mobile phone number when the user 5 who has applied for the turn reservation desires a notification of the arrival of the turn or the startable time, and the time when the user wants this notice (for example, , Which is the number of hours prior to the available time) and the desired use time 25 in the case of time zone reservation are stored. User 5
A mail address or the like as a notification method of can be used also as the identification information 20 of the user 5.

The application information storage unit 7 also stores the waiting status 18 of the user 5 waiting for a turn. In this waiting situation 18, for example, information on the time when the waiting is registered, the calculated order, and the service startable time are the identification information 20 of the user 5,
It is stored in association with the attribute of the service related to the usage application. The application information storage unit 7 also stores the reservation status when a time slot reservation is made.

The service information storage unit 19 stores the maximum number of people (capacity) 26 for each service in the store 2.
Or the standard usage period 27 for each service and the attribute information of other services, unique information of the service (table ID
Etc.) to be stored. The attribute information of other services includes, for example, type information such as non-smoking seats, terrace seats, window seats, and counter seats.

The capacity 26 for each table stores both the capacity of the divided table and the capacity of the integrated table when the table can be divided into a plurality of tables or can be integrated with an adjacent table. is there. As a result, it is possible to flexibly guide the user 5 according to the usage status of the table in the store 2, and it is possible to calculate the order so as to improve the service utilization rate of the store 2.

The standard use period 27 is calculated on the basis of the past results and experience values of the required time of the service. This standard usage period 27 is based on the type of service provided (long course meals, shorter a la carte and light meals), weekdays / holidays (shorter weekdays), user 5
Different values can be set according to the attribute (shortening for infants), time zone (longer night than day), and the like. In this embodiment, the standard usage time is uniformly set to 1 hour.

The standard usage period 27 is updated regularly / irregularly. Therefore, the actual use period (use start time and use end time) of each service is stored in the service information storage unit 19 as the attribute of the service and the user 5
It is preferable that the standard use period 27 is stored in association with the application information and the like, and the standard use period 27 is calculated and updated based on this.

The service information storage unit 19 also stores the condition 28 for accepting the time slot reservation. For example, there are time zone conditions (except lunch time, weekdays only), number of persons (4 or more), service attribute conditions (course meal only), and the like.

The usage status storage section 8 stores the usage status of the service of the store 2 in association with the unique information of each service. Specifically, the use start time of the already used service and the use end time of the service that has been used are stored in association with the table ID and the like.

In addition to the main program 30, the program storage unit 16 includes an application receiving unit 31 for receiving an application for service use (time zone reservation and order reservation) at the store 2 from the user 5, and from the store terminal 4. A service usage status receiving / updating unit 32, which receives the usage status of each service transmitted from time to time and updates the information in the usage status storage unit 8;
In the application information storage unit 7 in a predetermined case, a use startable time calculation unit 33 that calculates the use startable time and the order based on the application information 17 (see FIG. 3) of the user 5 and the service usage status. The waiting registration update unit 34 that cancels the waiting registration of the registered user 5 and updates the waiting status of the service, and the available start time and the order of the waiting user 5 from the waiting status. An inquiry reception / processing unit 35 that receives an inquiry and performs a predetermined process, and an operation result notification unit 36 that notifies the calculated available start time and order to the terminal 6 of the user 5 or the store terminal 4 are provided. .

For the order reservation, the application acceptance section 31 first acquires application information such as the number of users input to the store terminal 4 by the user 5 who has visited the store 2. As will be described later, based on the acquired application information, the order / usable start time is calculated and presented to the user 5 to prompt the application for the order reservation. When the inquiring user 5 who is presented with the order / usable start time applies for the order reservation, the application acceptance unit 31 accepts the application information of the user 5 from the store terminal 4 and the application information storage unit 7 To be stored in. As a result, the waiting status is updated.

Next, in the case of a time zone reservation, the application receiving unit 31 uses the Internet to make the management center 3
The application information of the user 5 is received from the portal site established and operated by and stored in the application information storage unit 7. In addition, if time zone reservation and order reservation are applied for the same service (including cases where some or all time zones overlap), prioritize order reservation and do not accept time zone reservation, or It is preferable that the order of the user 5 who has made the time slot reservation be later than that of the user 5 who has made the order reservation.

The service utilization status receiving / updating unit 32
Receives the information on the use status of the service (the number of the table where the use is started or ended, the use start / end time) input to the store terminal 4 by the person in charge of customer guidance of the store 2, and uses the service. The information in the situation storage unit 8 is updated. When the information on the end of use of the service is acquired, the information on the calculation instruction is output to the available start time calculation unit 33.

The use startable time calculation unit 33 is shown in FIG.
As shown in, the order in which each user 5 waits is determined based on the attributes of the usage application of the user 5 who has inquired about the usage application and the attributes of the usage application of the user 5 who is already waiting. An order calculation unit 38 to be obtained, and an available start time calculation unit 39 for calculating an available start time of the user 5 who has inquired about the use application based on the order obtained by the order operation unit 38. There is.

Further, the order calculation unit 38 further includes a calculation instruction information reception unit 40 for receiving instruction information for calculating the order when the usage status, the waiting status 18, etc. are updated.
Based on the application information 17 of the user 5, the waiting status 18, and the operation basic information acquisition unit 41 that acquires the attributes of the service related to the usage application, and a predetermined number of users who are waiting based on the acquired basic information When the users 5 sequentially use the service, the service usage rate calculation unit 42 for determining the order in which each user 5 waits for the turn so that the usage rate of the service goes to the maximum direction, and the calculated order of the users 5 An order correction unit 43 that corrects based on the attribute of the user 5, the length of the waiting period, the number of applicants, and the like, and a waiting period calculation unit 44 that calculates the waiting period of the user 5 based on the calculated order. When,
It is composed of an order / waiting period output unit 45 that outputs the calculated turn and waiting period of the user 5 to the use startable time calculating unit 39 and the calculation result notifying unit 36.

Specifically, the calculation instruction information receiving section 40 receives the service usage status when the usage status is updated by starting or ending the usage of the service.
It receives the instruction information of the order calculation from the update unit 32. In addition, when the waiting status 18 is updated due to a new application for use of the service, cancellation of the user 5 who has been waiting, or change of application information, the waiting registration updating unit 34 gives a calculation instruction. Is to receive.

As will be described later in detail, the service utilization rate calculating unit 42 maximizes the service utilization rate in the store 2 when, for example, three sets of users 5 waiting in turn are sequentially guided to their seats. In order to obtain a value, the order of all the waiting users 5 including the three sets is calculated. The calculation in this case is performed by applying the application information 17 of the user 5 (see FIG. 3), the capacity 26 of each service (seat) being used, the standard usage period 27, and the usage start time to a predetermined algorithm. Done.

Further, the order correction unit 43 recalculates the order under a condition different from that of the service utilization rate calculation unit 42. For example, a predetermined coefficient is given to each user 5 according to the number of users who apply for use, and this coefficient is multiplied by a total waiting period described later to weight the users 5 waiting in turn. In this case, the standard is 1 for 2 customers and 0 for 1 customer.
The service utilization rate calculation unit is based on a value obtained by multiplying the total waiting period of each user 5 by assigning a coefficient such as 1.1 to 8 and 3 customers and 1.3 to 4 customers. The order calculated by 42 is corrected. In this way, by correcting the order according to the weighting according to the number of users who apply for use, it is possible to adjust the order not from the group unit of the users 5 but from the viewpoint of the number of users waiting for the order. Therefore, when a plurality of users 5 make an order reservation at the same time, the order is corrected so that the user 5 having a large number of applicants can be guided first.

The order correction unit 43, as will be described later in detail with reference to FIG.
It is also possible to correct the order based on the waiting period calculated by 4.

The waiting period calculation unit 44 calculates both the remaining waiting period at the time of calculation and the total waiting period of the user 5. Specifically, the remaining waiting period is calculated by subtracting the calculation time from the available start time obtained by adding the standard use period 27 to the service use start time stored in the use status storage unit 8. The remaining waiting period is calculated when the user 5 makes an inquiry or when the service usage status or the reservation status is updated,
The latest waiting period is presented to the user 5 by the calculation result notifying unit 36.

The total waiting period is the total period in which the user 5 is waiting in order, and is calculated by subtracting the application registration time registered in the waiting situation 18 from the calculation time (current time). It The total waiting period serves as a reference value when the order correction unit 43 corrects the calculation result (order) of the service utilization rate calculation unit 42. In other words, the order is corrected so that the user 5 who has a long waiting time is preferentially guided even if the service utilization rate is slightly reduced.

The use startable time calculation unit 39 further includes a service use start time acquisition unit 46 for acquiring the use start time of all already used services from the use status storage unit 8, and the service information. A service standard usage period acquisition unit 47 that acquires each standard usage period 27 (one hour in this embodiment) of the service being used from the storage unit 19, and the calculated available start time to the calculation result notification unit 36. It is provided with a use startable time output unit 48 that outputs the output to the user.

Further, the queued registration update section 34 shown in FIG. 2 registers in the application information storage section 7 when the user 5 waiting for a turn comes to start using the service. The application information 17 of the user 5 that has been performed is canceled and the waiting status 18 of the service is updated. Specifically, when the calculation result notifying unit 36 notifies the user 5 who has been waiting in order of the arrival of the turn, or when the service use status receiving / updating unit 32 notifies the service use start time from the store 2. When you receive the information,
The waiting situation 18 is updated.

The inquiry accepting / processing unit 35 accepts an inquiry about the order and the available start time based on the latest use status from the user 5 who is already waiting, and the available start time calculating unit 33. A predetermined process such as sending an instruction to recalculate the order and the start-usable time is performed.

As shown in FIG. 5, the calculation result notifying section 36 receives the information of the order of the users 5 calculated by the use startable time calculation section 33, the start of use available time or the waiting period, and receives the calculation result. The unit 50, a notification necessity determination unit 51 that determines whether to notify the user 5 of the calculation result based on the received calculation result and the notification desired time 24 (see FIG. 3), the calculation result, and the like. And a message generation / transmission unit 52 for generating a predetermined message including the above and transmitting it to the terminal 6 of the user 5 or the store terminal 4.

Here, the notification necessity determination unit 51 determines whether notification is required based on the number of waiting users based on the calculated order of the users 5 and the remaining waiting period calculated by the waiting period calculation unit 44. Is to determine. For example, when the number of waiting users is 3 or less, or when the remaining waiting period is 15 minutes or less, it is determined that the notification is necessary. In this case, the number of waiting users and remaining waiting period are
Can be set at the time of application for use, and can be changed thereafter.

Next, referring to a concrete example of FIG. 6, a process of order reservation by the customer guidance system 1 will be described. Figure 6
Customer A to Customer I visits and usages and customer J's reservation status from 10am to 12pm at the restaurant,
It is a diagram schematically showing the service usage status of each customer. In this figure and the following description, a customer and a user are synonymous.

There are seven seats a to g in this restaurant, the attributes of seats a to c are set to non-smoking seats, and the attributes of seats d to g are set to smoking seats. In addition, all seats can be integrated with adjacent seats to adjust the maximum available number of people (capacity). The downward arrow on the left side of the figure indicates the elapsed time, and the frame extending below the ID of each seat represents the time zone in which that seat (service) is used. The time in the upper row of this frame indicates the use start time, the alphabet under it indicates the name of the customer who is using, and the time in the lower row of the frame indicates the use end time. Note that the use time of the customer J who made a time slot reservation in advance for the seat g is shown by a dotted line.

In the above situation, at each calculation time t1
The process of customer guidance (order reservation) performed by the present system 1 at the time from t16 to t16 will be described.

First, all seats are available at time t1 when the two customers A visit the store immediately after opening. In this case, the service utilization rate calculation unit 42 of the present system 1 acquires the application information of the customer A input by the customer guide person into the store terminal 4, and based on a predetermined store visit simulation, seats in the store (service ) Determines the seats to be allocated so that the usage rate is maximized. Specifically, a seat having a capacity equal to or larger than the number of passengers of the customer A and having the lowest possibility of integration (adoption) with an adjacent seat is extracted. The seat a extracted in this way is notified to the customer guide person in charge through the store terminal 4 or the like. As a result, it is possible to flexibly deal with the number of customers who visit the store next time and improve the service utilization rate.

The customer guide staff member who guided the customer A to the seat a inputs the guided time (usage start time) and the seat ID into the store terminal 4 and transmits it to the system 1. As a result, the service usage status of the store 2 is updated. Similarly, at the time of calculation of t2 to t4, each visitor B to
D is assigned to seats b to g in accordance with the number of passengers and the above-mentioned usage rate and sequentially guided, and the service usage status is sequentially updated. Customer D at seat de (shows a combination of d + e. The same applies hereinafter)
All seats (services) of this store 2 will be used at the time of t4 when the guide is given to the customer, and the waiting reservation will be accepted from the next visitor.

Then, at time t5 when a group of three customers E visits the store 2, the order / usable start time is calculated and presented to the customer E to accept the order reservation. That is, the present system 1 receives the service use application information 17 (see FIG. 3) input by the customer E to the store terminal 4, and the use startable time calculation unit 33 determines the order of the customer E and the use startable time. Is calculated and presented. At this time, the order of the customer E and the availability start time are calculated as follows.

First, there is no other user 5 waiting for a turn, so the turn is number 1. Regarding the available start time, first, the standard available period 27 (1 hour) is added to the available start times of all the seats to calculate the available start times of all the seats. Next, ab or bc is extracted as a seat in which the calculated available start time arrives in order among the seats having a capacity of three or more for the customer E to apply, that is, a seat that comes first. Then, the available start time of this seat (10:10 + 1 hour = 11:00)
0 minutes) and the order is displayed on the display 9 of the store terminal 4 and presented to the user (customer E).

When the customer E confirms this information and makes an application for order reservation, the already entered application information 17 (the number of applicants, etc.) is registered in the application information storage unit 7, and the waiting situation 18 is updated. To be done. In this way, the users 5 whose queues have been registered are indicated by a dotted frame in the figure.

Similarly, at time t6, the order reservation from the customer F who has visited the store is accepted and registered. At this time, the order of the customer F is the second after the customer E, and this customer F can use all seats in a group of two. It is predicted that the earliest available start time of all seats is 11:00 at seat a.
However, since seat ab is also extracted for the customer E having the first turn, the available start time is 11:10 for seat b or seat c, which is the second earliest time. Presented as the time of day. Note that this customer F shows an example in which a non-smoking seat is desired.

Next, at the time t7 when the service use of the seat a (customer A) is finished, the service use status receiving / updating unit 32 receives the service end time (10: 4) from the store terminal 4.
0) is received and the usage status of the usage status storage unit 8 is updated, and then the usage start possible time calculation unit 33 waits in order based on the updated usage status. Recalculate possible time. In this example,
Three passengers E and two passengers F are waiting in order, and the seat that became available is the non-smoking seat a for two people. To do. This is because the service utilization rate calculation unit 42 (see FIG. 4) determines that the service utilization rate becomes the maximum value when the order of initial computation is changed.

Specifically, in order to guide the customer E ahead of time in the original order, the number of seats a alone is smaller than the number of people available, so the next seat b is vacant, or the seating capacity is 4 or more. I have no choice but to wait until the other seats are available (at t8). Then, the seat a remains vacant until the customer E is guided, and the service utilization rate decreases, and the customer F is forced to wait in line despite the fact that there is a vacant seat in the store. But it's a problem. Then, t7 where seat a was vacant
At the time of recalculating the order at the time of, customer F with 2 applicants
It is preferable to calculate the order so that the passengers are immediately guided to the seat a from the viewpoint of service utilization rate and customer satisfaction.

On the other hand, the turn correction unit 43 determines that the remaining waiting time at that time calculated by the waiting period calculation unit 44 for a user such as the customer E in this example having an earlier turn is a predetermined period (5 minutes). If it is less than or equal to a relatively short period), the order calculated as described above is corrected and the customer E
It is also possible to make the order of (first) the order.
In the illustrated example, there are five seats, ab, bc, de, ef, or g, which can guide the three-passenger customers E who are waiting, but the seat with the shortest remaining waiting period is seat bc. is there.

At this time, the available start time of the customer E is 11:10, as described above, and the time t7 is calculated at 10:40, so the remaining waiting time is 30 minutes. Therefore, the order correction unit 43 determines that correction is unnecessary in this case. As a result, the order of the customer F comes before the customer E as calculated by the service utilization rate calculation unit 42, and the customer F is assigned to the seat a.

In this case, the order of the customer E is changed from the first number to the second number after the customer F, and when the customer F is immediately guided to the seat a, the order is moved up to the first number again. Go through the calculation process. The customer E is not shown such a process, and only the order of 1 is presented.

Next, at time t8 when the use of the service of the seat bc (customer B) is completed, only the customer E waiting for the turn is the customer E, and the capacity of the seat bc is the same as the number of applicants as described above. Since it is sufficient, the seat of bc is assigned to the customer E to guide him. At this point in time, there is no other user 5 waiting for a turn and there is no seat to be assigned, so the turn correction unit 43 does not correct the calculation result.

Next, at the time of calculation of t9 to t11, since all services (seats) are used, reservations are sequentially accepted from the customers G, H, and I who sequentially visit the store.

Here, with respect to the seat g, the time zone reservation from 12:00 is registered, but if another user 5 is assigned to this seat g immediately before the reservation time, the reservation time may be overdue. There is. In this case, the service utilization rate calculating unit 42 calculates the order so that the utilization rate approaches the maximum value by reducing the blank time as much as possible, so that the customer J who has reserved the time zone with priority on the order reservation. Put down the order.

On the other hand, the order correction unit 43, in this example, prioritizes the time zone reservation, and excludes this seat from the guidance target after 11:00 when the standard use period 27 is calculated backward from the reservation time and corrects the order. To do. For example, at the time of calculation of t9 when the customer G applies for the order reservation, the seat fg has the earliest available start time among the seat combinations that can be used by six people, but this is excluded and the order starts. Etc. are calculated. In this example, a
Since there is only a combination of seats of bc and a combination of def, a combination of def whose available start time comes earlier and the time of 11:20 are extracted and presented to the customer G.

Next, a specific process when the customer G waiting for the turn cancels the turn reservation (at the time of calculation at t12) will be described. When the application accepting unit 31 accepts cancellation of the order reservation from the customer G, the waiting order registration updating unit 34 cancels the reservation information 18 in the application information storage unit 7 to update the waiting situation 18 and starts the utilization. The available time calculation unit 33 is instructed to re-calculate the order of the users (customers H and I) who are waiting in order and the available start time.

For example, for the customer H, the order is moved up by one to become the first, and as a result, the available start time is recalculated as follows.

The seats available to this customer H are ab, bc and d.
There are four ways, e and ef, but of these, the earliest available start time is at 11:15 of de.
Before the cancellation of the customer G, the order of the customer H is 2, and the seat to be assigned to the customer G is def as described above.
Therefore, the first available start time for the customer H is 12:05 for ab or bc seat that does not include def. When the customer G cancels, the seat including def is also assigned to the customer H, and 11:15 of de is calculated as the available start time. As described above, since the available time may be moved forward by as much as 50 minutes, it is preferable to let the user 5 register a method (22 in FIG. 3) of notifying the arrival of the order at the time of order reservation. .

Also, at each calculation time point after t13, the usage status and the reservation status (waiting status) are updated by the end or start of use of the service, as described above.

The detailed functions of the system 1 will be described below along with the actual operation with reference to FIGS. 7 to 9. In addition,
S15 to S44 in these figures are symbols indicating the processing order and correspond to steps S15 to S44 in the following description.

First, the processing flow of the order reservation shown in FIG. 7 will be described. First, the application reception unit 31 obtains application information 17 including the number of applicants 21 and application service 22 listed in FIG. 3 from the user 5 who has visited the store 2 and inquires about the use application of the service (order and The calculation instruction of the available start time) is accepted (step S15).

Next, the availability start time calculation unit 33
The calculation basic information acquisition unit 41 of (1) acquires the usage status of the service related to the inquiry of the usage application (step S16), and based on this information, the service usage rate calculation unit 42 and the order correction unit 43 The order of is calculated (step S17). Also, based on the calculated order, the use startable time calculation unit 39 calculates the use startable time of the inquiry user 5 (step S18).

When the order calculated in step S17 is 1 or more, that is, when there is another user 5 who is already waiting for the order, if there is no vacant seat, a message is generated by the calculation result notifying section 36. The transmission unit 52 generates a message including the order and the availability start time, and outputs the message to the store terminal 4 (steps SS19, S20, S21). This is because, depending on the number of applicants and the like, there may be cases where there are waiting seats even if there are vacant seats. Similarly, if there is a vacant seat but the seating capacity 26 of the seat is smaller than the number of applicants of the inquiry user 5, the predetermined message is generated and output to the store terminal 4 (step S22). All the output messages are displayed on the display 9 of the store terminal 4.

When the inquiry user 5 who confirms this message applies for the order reservation (step S23), the application information 17 accepted in step S15 is registered in the application information storage unit 7 (step S24). As a result, the waiting situation 18 is registered. In addition,
If the inquiry user 5 does not apply for the order reservation within the predetermined period in step S23, the application accepting unit 31 sends the acquired application information, the calculated available start time, and the like to the RA.
This process is terminated by erasing from M11 and the like.

On the other hand, when the order calculated in step S19 is 0, that is, when there is no user 5 waiting for the order, the message generation / transmission unit 52 sends a message indicating that the service is available. It is generated and output to the store terminal 4 (step S25). Incidentally, the above-mentioned step S2
In case 2, the number of vacant seats 26 is larger than the number of applicants,
A message indicating that the service can be used is generated and output.

Then, when the inquiry user 5 starts to use the service, the service usage status receiving / updating unit 32 obtains the service start time entered by the customer guide representative of the store 2 into the store terminal 4. Then, the service usage status of the usage status storage unit 8 is updated (step S26,
S27).

Next, with reference to FIG. 8, a flow for recalculating the order and the availability start time for the user 5 who has made the order reservation when the usage status of the service is updated will be described.

First, in this process, when the service usage status receiving / updating unit 32 acquires information on the end of usage of the service from the store terminal 4 (step S28), the usage status of the usage status storage unit 8 is updated. (Step S29). Further, the operation startable time calculation unit 33 is instructed to recalculate the order and the use startable time, and the calculation is performed based on the updated usage status (step S3).
0).

Then, based on the result of the recalculation of the order and the information of the desired notification time 24 (see FIG. 3) contained in the application information 17, the notification necessity determining unit 51 of the calculation result notifying unit 36 performs the order. It is determined whether or not to notify the waiting user 5 of the calculation result (step S31). When it is determined that the notification is necessary, the message generation / transmission unit 52 generates a predetermined message (step S32) and transmits it to the e-mail address of the user 5 acquired from the application information storage unit 7 (step S33). ).

Finally, the waiting registration updating unit 34
The waiting status 18 of the application information storage unit 7 is updated with respect to the recalculated order and the available start time (step S34).

On the other hand, in step S31, if the notification of the result of the recalculation is unnecessary, the waiting condition 18 is updated and this process is terminated (step S3).
4).

Next, with reference to FIG. 9, a processing flow for time zone reservation will be described. In this processing, first, based on the time slot reservation information acquired by the application receiving unit 31 from the user 5 on the WEB and the time slot reservation receiving condition 28 stored in the service information storage unit 19, It is determined whether the time slot reservation is possible (steps S35 and S36).

When it is determined that the time zone reservation is possible, the calculation basic information acquisition section 41 acquires the reservation status stored in the application information storage section 7 for the time zone required for the application (step S37), and the service The utilization rate calculation unit 42 and the order correction unit 43 calculate the order and the availability start time in the time zone (step S38).

When the calculated order is 1 or more, that is, when there is another user 5 who is already waiting for the turn in the time zone, the message generating / transmitting unit 52 causes the And generate a message containing the availability start time, and the inquiry user 5
To the terminal 6 (steps S39, S40, S4)
1). In addition, even if there is a vacant seat, when the seating capacity 26 of the seat is smaller than the number of applicants 21 of the inquiry user 5, the predetermined message is generated and transmitted to the terminal 6 of the inquiry user 5 (step). S42).

When the time slot reservation is accepted from the inquiry user 5 who has confirmed the presented information (step S43), the waiting queue registration updating section 34 updates the waiting situation 18 and the reservation situation (step S44). Step S43
When the time zone reservation is not accepted within the predetermined period, the application information acquired in step S35 and information such as the order of calculation are erased from the RAM 11 or the like, and the process is terminated.

On the other hand, when the order calculated in step S38 is 0, that is, when there is no other user 5 waiting for the order in the time zone, the message generation / transmission unit 52 causes the time zone A predetermined message that the reservation is possible is generated and transmitted to the terminal 6 of the inquiry user 5 via the Internet (step S45). Then, as in steps S43 and S44, when the time slot reservation is accepted from the user 5, the waiting registration updating unit 34 updates the reservation status.

If the application acceptance unit 31 determines in step S36 that the time slot reservation acceptance condition 28 is not satisfied, the message generation / transmission unit 52 generates a predetermined message and makes an inquiry via the Internet. The processing is transmitted to the terminal 6 of the person 5 and the processing is ended (step S46).

The present invention is not limited to the above embodiment, but can be variously modified without changing the gist of the invention.

For example, the services used in the present system 1 are not limited to the above-mentioned restaurants, but can be applied to all services that can make order reservations or time slot reservations.
In the above embodiment, the available start time is calculated in hour and minute units. However, in order reservation (waiting order) by year and month such as application for facilities such as tennis court, application for visa and naturalization, etc. Also, the present invention can be applied.

The reservation method and the like are not limited to those described in the above embodiment. In addition, for time zone reservation,
Various reservation modes such as the second week of each month, the weekend of each week, and the like are included, as well as the hours and minutes of the desired use. In addition, it is preferable to calculate the order of each user based on the information such as the day of the week and the week of the week, as well as the hour and minute, and the month and day according to the reservation mode.

When a plurality of devices are required to provide one service, such as a beauty salon seat, a perm machine, and a shampoo stand, a standard usage period is set for each service provided by each device. It may be set so that the order reservation and the available start time are calculated in detail based on the standard use time.

Further, the order correction unit 43 weights the user 5 based on, for example, that the user 5 is a member related to the store 2 or a specific service, or the use history of the store, and the service utilization rate. It is also possible to adjust the order of calculation by the calculation unit 42. Further, the order correction unit 43 may present the calculation condition for the order correction to the service utilization rate calculation unit 42 to instruct the recalculation. Further, the service usage rate calculation unit 42 may calculate the order after weighting the users 5 as described above.

In addition, POS (point of sale) in store 2
s) The service usage status may be acquired in conjunction with the system. In this case, the service usage status receiving / updating unit 32 acquires the time and minute when the order from the user 5 guided to the seat is input to the POS terminal as the store terminal as the usage start time. The usage status in the usage status storage unit 8 can be updated.
Similarly, the usage end time of the service can be updated by acquiring the time and amount when the usage charge is settled at the POS-compatible cashier terminal as the store terminal.

[0112]

As described above, according to the present invention,
It is possible to obtain a system and method capable of accurately calculating the time when the turn arrives based on the change in the service usage status and guiding the user.

Further, according to the present invention, it is possible to guide the user without lowering the utilization rate of the service and without causing dissatisfaction to the user waiting for the turn.

Furthermore, it is possible to obtain a system and method by which the service provider can guide the user without designing and introducing a new system.

[Brief description of drawings]

FIG. 1 is a conceptual diagram showing the overall configuration of the present invention.

FIG. 2 is a block diagram showing a schematic configuration of a customer guidance system.

FIG. 3 is a block diagram showing details of application information.

FIG. 4 is a block diagram showing a detailed configuration of a use startable time calculation unit.

FIG. 5 is a block diagram showing a configuration of a calculation result notifying unit.

FIG. 6 is a schematic diagram for explaining processing of a customer guidance system in a restaurant.

FIG. 7 is a flowchart showing processing steps of order reservation.

FIG. 8 is a flowchart showing a process of updating the usage status of a service.

FIG. 9 is a flowchart showing processing steps for time slot reservation.

[Explanation of symbols]

1 ... Customer information system 2 ... Store 3 ... Management center 4 ... Store terminal 5 ... User 6 ... Terminal 7 ... Application information storage 8 ... Usage storage 9 ... Display 10 ... CPU 11 ... RAM 12 ... communication device 13 ... I / O device 14 ... Bus 15 ... Data storage unit 16 ... Program storage section 17 ... Application information 18 ... Waiting situation 19 ... Service information storage section 20 ... Identification information 21 ... Number of applicants 22 ... Application service 23 ... Notification method 24 ... Notification period 25. Desired time to use 26 ... Maximum available number (capacity) 27 ... Standard usage period 28 ... Time zone reservation acceptance conditions 30 ... Main program 31 ... Application reception section 32 ... Service usage status receipt / update section 33 ... Operation start time calculation unit 34 ... Queue registration update unit 35 ... Inquiry reception / processing section 36 ... Calculation result notifying section 38 ... Sequence calculation unit 39 ... Available start time calculation unit 40 ... Calculation instruction information reception unit 41 ... Basic calculation information acquisition unit 42 ... Service utilization rate calculation unit 43 ... Order correction unit 44 ... Waiting period calculation unit 45 ... Order / waiting period output section 46 ... Utilization start time acquisition section 47 ... Service standard usage period acquisition unit 48 ... Available start time output section 50 ... Calculation result receiving section 51 ... Notification necessity determination unit 52 ... Message generation / transmission unit

   ─────────────────────────────────────────────────── ─── Continued front page    (72) Inventor Akihiro Yamaguchi             1-9 Nikko-cho, Fuchu-shi, Tokyo Dai-ichi Life Information             System Co., Ltd. (72) Inventor Tsutomu Ozawa             1-9 Nikko-cho, Fuchu-shi, Tokyo Dai-ichi Life Information             System Co., Ltd. (72) Inventor Kazuhiro Kawabata             1-9 Nikko-cho, Fuchu-shi, Tokyo Dai-ichi Life Information             System Co., Ltd. (72) Inventor Masahiro Ito             1-9 Nikko-cho, Fuchu-shi, Tokyo Dai-ichi Life Information             System Co., Ltd. (72) Inventor Naruhiro Iketani             1-9 Nikko-cho, Fuchu-shi, Tokyo Dai-ichi Life Information             System Co., Ltd.

Claims (28)

[Claims] 1. A customer guidance system for guiding a user of a service, wherein, when an inquiry is received from the user when applying to use the service, the service is based on the current usage status and the waiting status of the service. When the user applies for the service based on the presentation of the available start time, means for calculating the available start time of the User waiting registration means for registering a wait in association with the service, and based on the registration of the waiting, depending on the usage status of the service or a change in the waiting status until the user uses the service. A use startable time notifying means for recalculating the use startable time of the user and notifying the user at a predetermined timing; If you start using-bis, customer guidance system characterized in that a waiting registration update means to cancel the waiting registration of the user and updates the waiting status of the service. 2. The customer guidance system according to claim 1, wherein the means for presenting the availability start time has the attributes of the usage application of the user who made the inquiry and the attributes of the usage application of the user who has already waited in line. Based on the order calculated by the order calculation means for obtaining the order of waiting for each user based on the order,
A system comprising: an availability period calculating means for calculating the availability start period of the user who made the inquiry. 3. The customer guidance system according to claim 2, wherein when the predetermined number of users waiting for the turn sequentially use the service, the order calculation means tends to maximize the service usage rate. As described above, a system that seeks the order of waiting for each user. 4. The customer guide system according to claim 2, wherein the order calculation means obtains the order of waiting for each user according to the waiting time of the user who has already waited for the order. System characterized by. 5. The customer guidance system according to claim 4, wherein the order calculation means weights the user by multiplying the waiting time of the waiting user by a coefficient according to the number of applicants of the user. A system characterized by being 6. The customer guidance system according to claim 2, wherein the service is composed of a plurality of services having different attributes, and the order calculation means waits for the order of the usage application attribute of the inquired user. A system for obtaining the order of waiting for each service based on the attributes of the usage application of the existing users and the attributes of the service. 7. The customer guidance system according to claim 1, wherein the availability start notification means is an attribute of a usage application of a user who is waiting when the usage status or the waiting status of the service changes. Based on the order obtained by the order calculating means, the order calculating means for again obtaining the order of waiting for each user based on
A system having an available time calculating means for recalculating the available start time of some or all users. 8. The customer guide system according to claim 7, wherein the service is composed of a plurality of services having different attributes, and the order calculation means includes the attributes of the usage application of the user who has applied to use the service, and the order already applied. A system for determining the order of waiting for each service based on the attributes of the usage application of the waiting user and the attributes of the service. 9. The customer guide system according to claim 2 or 7, further comprising: a service attribute storage unit that stores the maximum number of people who can use the service, wherein the order calculation unit determines the number of applications for each user. , A system for determining the order of waiting for each user based on the maximum number of people who can use the service that is used or not used. 10. The customer guide system according to claim 9, wherein the service attribute storage means is capable of integrating the maximum available number of each service when the service is divided and the service that can be integrated with other services. A system characterized by storing the maximum available number of people when integrated in association with the unique information of each service. 11. The customer guidance system according to claim 1, wherein the use startable time notification means is a predetermined period before the use startable time, or the number of users waiting for a turn is a predetermined number or less. In this case, the system notifies the user of the availability start time. 12. The customer guidance system according to claim 11, wherein the availability start notification means outputs a predetermined period of time or a predetermined number of waiting information for notifying the user of the availability start time. A system characterized by being acquired from a user. 13. The customer guidance system according to claim 1, further comprising a change application acceptance unit that accepts a change in the attribute of the use application from the user who has received the notification of the availability start time from the availability start time notification unit. Further, when the change request from the user is received, the use start time notification means recalculates the use start time of the user based on the attribute of the changed use application. System characterized by. 14. The customer guidance system according to claim 1, further comprising a standard usage period storage unit that stores a standard usage period of a service, wherein the usage start available time presenting means and the usage start available time notification means are the services. A system for calculating a service startable time of a service by adding a standard use period of the service to a use start time of a user who has already used the service. 15. A customer guidance method for guiding a user of a service, wherein, when an inquiry is received from the user when applying for the use of the service, the service is based on the current usage status and the waiting status of the service. The step of presenting the available start time for calculating the available start time of the service and presenting it to the user, and if the user applies for the service based on the presentation of the available start time, the order of the user A user queue registration step of registering a wait in association with the service, and based on the queue registration, depending on the usage status of the service or the change in the waiting status until the user uses the service. A step of notifying the available start time of recalculating the available start time of the user and notifying the user at a predetermined timing; If you start using screws, a method which is characterized in that a waiting registration update process to cancel the waiting registration of the user and updates the waiting status of the service. 16. The customer guidance method according to claim 15, wherein in the step of presenting the availability start time, the attribute of the application for use of the user who has made an inquiry and the attribute of the application for use of the user who has already waited in line are set. Based on the order calculated by the order calculation step for obtaining the order to wait for each user based on the order, the order calculation step,
An availability period calculating step of calculating the availability start period of the user who made the inquiry. 17. The customer guidance method according to claim 16, wherein the turn calculation step is performed when the user who made the inquiry and some or all of the users who have already waited for turn use the service. , A method for determining the order in which each user waits in order so that the utilization rate of the service becomes high. 18. The customer guidance method according to claim 16, wherein the order calculation step determines the order of waiting for each user in accordance with the waiting time of the user who is already waiting. A method characterized by. 19. The customer guidance method according to claim 18, wherein the order calculation step calculates a total waiting time by multiplying a waiting time of a user who has already waited in order by the number of applicants of the user, A method for determining the order of waiting for each user based on the total waiting time. 20. The customer guidance method according to claim 16, wherein the service is composed of a plurality of services having different attributes, and the order calculation step includes the attribute of the usage application of the user who made the inquiry and the order waiting process. A method for determining the order of waiting for each service based on the attributes of the usage application of the existing users and the attributes of the service. 21. The customer guidance method according to claim 15, wherein in the step of notifying the start of use, when the use status of the service or the waiting status changes, the usage application attribute of the waiting user Based on the order obtained by the order calculation step, the order calculation step for re-determining the order of waiting for each user based on
An availability period calculating step of recalculating the availability start period of some or all users. 22. The customer guidance method according to claim 21, wherein the service is composed of a plurality of services having different attributes, and the order calculation step includes the attributes of the usage application of the user who has applied for the service A method for determining the order of waiting for each service based on the attributes of the usage application of the waiting user and the attributes of the service. 23. The customer guide method according to claim 16 or 21, further comprising a service attribute acquisition step of acquiring the maximum number of people who can use the service, wherein the order calculation step includes the number of applicants of each user. , A method for determining the order of waiting for each user based on the maximum available number of users who are using or not using the service. 24. The customer guidance method according to claim 23, wherein in the service attribute acquisition step, the maximum usable number of each service when the service is divided and the service that can be integrated with other services are provided. A method for obtaining the maximum number of users when integrated. 25. The customer guide method according to claim 15, wherein in the step of notifying the start of use, the number of users waiting for a predetermined period before the start of use or the number of users waiting for the turn is less than or equal to a predetermined number. In this case, the method notifies the user of the availability start time. 26. The customer guidance method according to claim 25, wherein the step of notifying the availability start time includes a predetermined period of time for notifying the user of the availability start time or a predetermined number of pieces of information waiting in line. A method characterized by being obtained from a user. 27. The customer guidance method according to claim 15, further comprising a change application receiving step of receiving a change in attribute of a use application from a user who is notified of the use startable time in the use startable time notification step. When the change application from the user is accepted, the step of notifying the start of use is to recalculate the use start time of the user based on the attribute of the changed use application. How to characterize. 28. The customer guidance method according to claim 15, further comprising a standard usage period storage step of storing a standard usage period of a service, wherein the usage start available time presenting step and the usage start available time notification step include: A method for calculating a service available start time by adding a standard use period of the service to a service start time.