JP2005038109A - Service providing system, and method and device for communicating service request of customer - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To simplify procedures for purchasing articles whose purchasing procedure is complicated, such as a reserved seat ticket for a train, and collect/use marketing data without disclosing personal attributes by which individual customers can be identified to a company by computerizing free services, such as route guidance in a station yard. <P>SOLUTION: Information about a service requested by a customer and such a range of personal attributes as keep the individual customer unidentified are recorded on an electronically readable medium. A company identifies the service according to the medium to provide it for the customer, and analyzes a customer trend according to the personal attributes recorded on the medium. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a service request transmission method and apparatus used for marketing as well as improving convenience by digitizing a request from a service requester together with personal attributes.
[0002]
[Prior art]
In recent years, companies are trying to analyze customer needs in detail and use them for product strategy planning, while providing customers with incentives such as payback using points and member-only services. For this reason, personal attributes are obtained from customers, and customer trend analysis is performed in combination with product purchase information. Increased fear of use. In response to such a situation, means for collecting marketing data without passing personal attributes that can identify individual customers to companies has been proposed (see, for example, Patent Document 1 and Patent Document 2).
[0003]
[Technical Reference 1]
JP 2001-101261 A
[Technical Document 2]
Japanese Patent Laid-Open No. 2002-170035
[0004]
[Problems to be solved by the invention]
The above prior art is a means of collecting marketing information without disclosing to the company personal attributes that can identify individual customers when the customer purchases the product, and improves the convenience of the procedure for purchasing the product itself It was not a thing.
[0005]
An object of the present invention is to simplify the procedure for purchasing a product and to collect and use marketing data without disclosing personal attributes that can identify individual customers to a company. In this way, products that have many choices (purchase conditions) and that have complicated procedures for purchase, such as changing a purchased item immediately before use, are targeted.
[0006]
In addition, services that do not involve compensation such as route guidance within a station have not been treated as marketing information in the past because records are difficult to record and are not easily digitized. In the present invention, marketing related to providing such free services is not performed. The purpose is to collect information and use it to improve customer satisfaction and develop tenant store opening strategies.
[0007]
In this specification, the term “service provision” includes purchase of goods (whether tangible or intangible) and provision of free services as described above.
[0008]
[Means for Solving the Problems]
In order to achieve the above object, information on the service to be received by the customer, that is, the service requester, and personal attributes within a range not specifying the individual service requester are recorded on an electronically readable medium, and the company, that is, the service. The provider identifies the service based on the medium, provides it to the service requester, analyzes customer trends based on the personal attributes recorded on the medium, and the analysis results are analyzed by the service provider or a third party. Output as usable data, for example, for marketing.
[0009]
Here, “individual attributes within a range that does not specify an individual” and “attributes that do not specify an individual” are, for example, a rough address represented by gender, age, occupation, postal code, nearest station, etc. It is an attribute that can be used for categorization when marketing such as taste, hobby, walking speed, physical features such as wheelchair use, etc. Although not used in this specification, “personal attributes that can identify an individual” are, for example, name, date of birth, address, telephone number, driver's license number, credit card number, etc. Often called information.
[0010]
In the present invention, the service requester himself / herself may create the medium on which the service request is recorded, or may be created by the service provider (or a third party) based on the intention of the service requester. An example in which media creation by a service provider is effective is service takeover. In other words, if the service provider cannot respond to the request from the service requester on the spot due to locational or time constraints, the service requester will not receive information on the service that the service requester wants to receive and the range that does not identify the individual service requester If the service provider records the personal attributes in the service on an electronically readable medium and has the service requester bring it to the service requester, the service requester brings the medium at a place or time where the service can be provided. The provider identifies the service based on the medium and provides it to the service requester.
[0011]
The marketing data can be used based on the personal attributes recorded on the medium, and the service provider or another service provider who receives the personal attributes from the service provider provides additional services such as advertisements to the service requester. It is possible to do.
[0012]
DETAILED DESCRIPTION OF THE INVENTION
Embodiments of the present invention will be described with reference to the drawings.
[0013]
FIG. 1 illustrates a service request transmission method according to an embodiment of the present invention. Information regarding the service to be received by the customer, that is, the service requester, and personal attributes within a range that does not identify the individual service requester are recorded on an electronically readable medium, and the company, that is, the service provider, based on the medium. The service is identified and provided to the service requester, the customer trend is analyzed based on the personal attributes recorded in the medium, and the analysis result is output as data usable by the service provider or a third party. For example, it is used for marketing.
[0014]
FIG. 2 shows a method for providing an additional service in this service request transmission method. The marketing data can be used based on the personal attributes recorded on the medium, and the service provider or another service provider who receives the personal attributes from the service provider provides additional services such as advertisements to the service requester. It is possible to do.
[0015]
In the following description, a medium on which information related to a service to be received and personal attributes are recorded is referred to as a “request card”.
[0016]
First, a first embodiment of the present invention will be described with reference to FIGS. In the first embodiment, a train seat reserved seat ticket is changed as a required service, but a request slip is created by a service provider, that is, an operator side, in response to a request from a service requester, that is, a customer.
[0017]
FIG. 3 shows the system configuration of this embodiment. The station server 10 is placed in an office in the station, and includes a PC (personal computer) 11, a premises information storage device 14, a usage history storage device 15, a communication device 12 for an intranet (company network), and a communication device 13 for a premises network. Consists of. The designated seat window terminal 20 is placed at a window in the station, and includes a central processing unit 21, a request slip reading device 23, a ticket issuing device 24 for realizing a requested service, and a communication device 22. The on-premises terminal 40 is placed in a passage in the station or the like, and includes a central processing unit 41, a reading device 43, and a communication device. The station staff terminal 30 is carried by a station staff on a platform or the like in the station, and includes a portable small terminal device 31 called a PDA (Personal Digital Assistants), a printing device 32, and a communication device 33. The seat management server 50 is placed in a seat reservation center and includes a seat management database 51 and a communication device 52. The operation management information server 60 is placed in the operation management center and includes an operation management information storage device 61 and a communication device 62.
[0018]
The station server 10, the seat management server 50, and the operation management information server 60 are connected to the intranet 70 of the railway operator and are configured to communicate with each other. The station server 10, the reserved seat window terminal 20, the station staff terminal 30, and the local terminal 40 are connected to the local network 80 and are configured to be able to communicate with each other. The station server 10 serves as a gateway and is connected to the railway company's intranet 70 so that it can communicate with the seat management server 50 and the operation management information server 60.
[0019]
FIG. 4 shows the internal configuration of the station server 10. The PC 11 includes a central processing unit 16, an input device 17, and a screen display device 18. As processing programs, a communication driver 161 that accesses the intranet and the private network via the communication device, connects the private network and the intranet, and connects to the private network. The gateway program 162 that enables the connected device to access the device connected to the intranet, the Web server 166 that displays the specified Web page from the terminal, and the like, including the service request and personal attribute indicated via the Web server Request slip generation program 165 that generates a request slip and passes it to the Web server. Operation information display program 164 that fetches the operation information related to the station from the operation management information server and passes it to the Web server. The terminal location indicated via the Web server is held. Shi Terminal position determination program 163 to change the destination guidance information according youngest position to analyze customer behavior from service record and requested ticket production record, such customer behavior analysis program 167 to display the analysis result is to be at least perform.
[0020]
FIG. 5 shows the internal configuration of the reserved seat window terminal 20. The designated seat window terminal 20 includes an input device 25 and a screen display device 26 in addition to the configuration shown in FIG. 3. As a processing program, the reader 23 reads a request slip and provides information related to seat reservation as a service request to the window terminal program 212. Request ticket reading program 211 to be transferred to the station, a window terminal program 212 for performing a seat reservation process with the seat management server in the seat reservation center and issuing a seat reserved seat ticket or a ticket using a ticket issuing device, and a service use record It is assumed that at least the communication driver 214 and the like accessing the local network 80 via the usage record transmission program 213 and the communication device 22 transferred to the server 10 are executable.
[0021]
FIG. 6 shows the internal configuration of the station staff terminal 30. The PDA 31 includes a central processing unit 34 and a screen display device 35 with an input device. As a processing program, a communication driver 341 that accesses the local area network 80 via the communication device 33 and the station server 10 specified by the input device 35 are provided. It is assumed that at least a Web browser 342 that displays a Web page on the screen, a printer driver 343 that prints the request form displayed on the screen using the printing device 32, and the like can be executed.
[0022]
FIG. 7 shows the internal configuration of the local guidance terminal 40. In addition to the configuration of FIG. 3, the local guidance terminal 40 includes a screen display device 44 with an input device. As processing programs, a communication driver 411 accessing the local network 80 via the communication device 42 and a reading device 43 send a request form. At least a request slip reading program 413 that passes a guide request as a reading service request to the Web browser 412, a Web browser 412 that displays on the screen a Web page on the station server 10 designated by the input device 44 or the request slip reading program 41, etc. Assume that it is feasible.
[0023]
FIG. 8 and FIG. 9 show the flow of processing in the present embodiment together with the exchange of information and services between devices, and vertical arrows (from top to bottom) represent the passage of time. The station staff terminal 30 is operated by the station staff A, and the reserved seat window terminal 20 is operated by the station staff B. The operation of each process will be described below according to the flow shown in FIGS.
[0024]
(1) The request form creation process in FIG. 8 is a request for the station staff A to make a request to the station staff A on the platform that the customer wants to change the reserved seat ticket of the transit train during the trip. Using the Web browser 342, the communication device 33 and the communication driver 341 are used to access the Web server program 166 in the station server 10 via the local network 80, and input data including services and personal attributes is input. The request form data generated by the generation program 165 is received, and the request form 90 is printed using the printing device 32 and the printer driver 343. In this embodiment, before creating a request slip, operation information is received from the operation management information server 60 via the station server 10 and confirmed.
[0025]
In (2) request slip use (guidance) processing of FIG. 9, the customer causes the request slip 90 to be read using the reading device 43 and the request slip reading program 413 of the local guidance terminal 40, and the Web browser 412 is connected to the communication device 42 and Using the communication driver 411, the Web server program 166 in the station server 10 is accessed via the local network 80, and the local guide data is received and displayed on the display screen. In the present embodiment, the way information (direction) to the window is checked by the premises guidance terminal 40 while the customer moves from the platform on which the request table 90 is created to the designated seat window.
[0026]
In (3) request form use (ticketing) processing of FIG. 9, the customer hands the request form 90 to the station staff B at the designated seat window, and the station staff B at the desk uses the reading device 23 of the designated seat window terminal 20 and the request form reading program 211. The window terminal program 212 accesses the seat management server 50 from the local network 80 via the intranet 70 using the communication device 22 and the communication driver 214, receives the reserved seat data, and receives the designated seat data by the ticket issuing device 24. Issue a ticket. Station employee B receives a ticket or a ticket to be settled (exchanged) from the customer, and gives the issued reserved seat ticket. When the ticket is issued at the terminal, the usage record transmission program 213 transmits the usage record to the station server 10.
[0027]
(A) to (k) shown in FIG. 10 to FIG. 12 show request form creation processing sent from the Web server program 166 and displayed on the screen display device 35 with the input device of the PDA 31 by the Web browser 342. . A portion surrounded by a square in the screen is a push button (program), which is selected by a screen touch or the like.
[0028]
When the station staff A accesses the station server 10, (a) of FIG. 10 is displayed as an initial screen. The station staff A inputs an ID and a password, and then selects “clerk logon” 3011 using the input device. When the user logs on, the menu screen (b) is displayed. When “designated seat ticket / ticket” 3021 is selected, the screen moves to the designated seat ticket / ticket menu screen of (c).
[0029]
When “designated seat ticket issuance” 3031 or “designated seat ticket change” 3032 is selected, the screen moves to the designated seat search condition designation screen of (d), and the date, departure station name, arrival station name, and seat type are input. (E) in FIG. 11 is a seat type designation screen. When a selection item is checked in accordance with a customer request, the screen returns to the screen in (d) in FIG.
[0030]
When conditions are input on the screen (d) and “search” 3042 is selected, the seat management server is accessed via the station server, and trains that meet the conditions are displayed as shown in the screen (f) in FIG. Station staff A confirms with the customer and inputs “determine” 3051 to select the train. To correct the search condition, if “return” 3052 is selected, the screen returns to the screen of FIG. When “request form creation” 3041 is selected on the screen of (d), a search is not performed and a request form that does not specify a train can be created.
[0031]
(G) in FIG. 11 is a customer attribute designation screen, which will be described after the service request is confirmed, that is, after the train is determined in (f), after selecting “Create Request Form” 3041 in (d) in FIG. After the on-site guidance destination is determined, the stationery A checks the selection items determined by looking at the customer. When the customer attribute is selected and “decision” 3061 is selected, the request form display screen shown in FIG. 11 (h) is displayed. When the created content is confirmed and “print” 3071 is selected, the request form is printed from the printer.
[0032]
The difference between “Issue reserved seat ticket” 3031 and “Change designated seat ticket” 3032 in the menu of FIG. 10C is that the attendant at the counter has the customer when actually purchasing the reserved seat ticket at the counter. Whether or not to confirm the reserved seat ticket, there is no difference other than that the service code is different at the time of creating the request slip. In addition, when “passage ticket issuance” 3033 and “passage ticket settlement” 3034 are selected, a request form for selling and settlement of the ticket is issued, but the description is omitted.
[0033]
When “in-house guidance” 3022 is selected from the menu of (b), the in-house guidance screen of FIG. 12 (i) is displayed. When a destination is selected on the on-site map 3081 displayed on the screen, and “decision” 3082 is selected. The screen shown in FIG. When “operation information display” 3023 is selected in the menu of FIG. 10B, the operation information display screen of FIG. 12J is displayed, and the operation information acquired from the operation management information server 60 via the station server 10 is displayed on the screen. To display.
[0034]
When the station staff A moves around the premises with the station staff terminal 30, it is necessary to register the terminal position before making a request slip. When “terminal location registration” 3024 is selected in the menu of FIG. 10B, the terminal location registration screen of FIG. 12K is displayed, and the current location is selected from the local map 3091 displayed on the screen. Since the direction of the terminal is not fixed at this station staff terminal, “transfer” 3092 (meaning of the mobile terminal) is selected, and “decision” 3093 is selected.
[0035]
13 and 14 show the request form recording format. FIG. 13A shows the appearance of the printed request form, which comprises a human-readable character display area, a machine-readable bar code display area, and a local guide map display area. In this embodiment, a “QR code” (JIS X 0510 standard and ISO / IEC 18004 standard), which is a kind of two-dimensional barcode, is used as the barcode, but any code may be used. Further, the request form may be a bar code printed on paper, and it is only necessary to provide a means that can be handed to a customer and electronically read.
[0036]
FIG. 14B shows a recording format of information stored in the bar code area, which is composed of 32-byte information in this embodiment. Of the information recorded in the barcode area, information related to the service request is displayed in a human-readable form in the character display area, but the personal attribute information is recorded only in the barcode area and is not displayed. By doing this, other people cannot read the personal attributes on the request slip with the naked eye, and the possibility of leakage of privacy is reduced.
[0037]
The recording code for each field is shown in FIG. In addition, what kind of code | cord | chord is matched with a train name and a station name is arbitrary, and a correspondence table is abbreviate | omitted.
[0038]
FIG. 15 shows a request form 90 created in the request form creation process of this embodiment.
(A) is the appearance of the printed request form 90, and (b) is the content stored in the barcode area. The personal attributes that are character non-display information are “female”, “over 50 years old”, and “walking speed: slow” in accordance with the recording code of FIG.
[0039]
FIG. 16 is an external view of the campus guidance terminal 40 in the present embodiment. The reading device 43 includes a camera 431 and a stage 432, and a customer places a request slip on the stage when used. The camera passes the request slip image data placed on the stage to the request slip reading program 413, and the request slip reading program 413 restores the barcode to the original data.
[0040]
FIGS. 17A to 17D show the request slip use processing (guidance) displayed on the screen display device with an input device 44 of the premises guidance terminal 40. A portion surrounded by a square in the screen is a push button (program), which is selected by touching the display screen. FIG. 17A is displayed as a menu screen on the campus guidance terminal 40, and the customer who has the request slip places the request slip brought on the stage 432 of the reading device 43 and selects “read request slip” 4011. To do. In this terminal, “train guidance” 4012, “in-house guidance” 4013, and “store guidance” 4014 are possible, but the description is omitted.
[0041]
When the request slip is normally read by the reading device, the destination is displayed according to the read service request as shown in (b). In the present embodiment, the service request is “change of reserved seat”, but the on-site guidance terminal interprets this as “destination guide to the reserved seat window” and displays a guide 4021.
[0042]
(C) is a screen at power-on of the premises guidance terminal 40, and when “Immediate start-up” 4031 is selected, the menu screen (a) is displayed. When “Date and time correction” 4032 is selected, the date and time displayed on the terminal can be corrected. When “terminal location registration” 4033 is selected, the screen shown in (d) is displayed. The location where the terminal is currently placed is selected from the local map 4041 displayed on the screen, the orientation of the terminal is selected, and “decision” 4042 is selected. To do. By setting the terminal orientation, the station location determination program of the station server can select the premises guide map displayed on the screen on the Web server according to the orientation, and the user can select the “right” and “left” relative You can give directions.
[0043]
FIG. 18 shows information stored in the local information storage device of the station server. As the on-site guidance instruction data, it is listed which direction should be advanced for each combination of the departure point and the destination. If the campus guidance terminal of the present embodiment is installed at a location “Totsu 1” and the terminal orientation is set to “East” 4043 in FIG. 17 (d), the destination is a designated seat window on the campus. When a customer with a request slip (inner window 1) comes, route No01579 is selected, and the direction of “South” can be converted to the relative direction of “Right”.
[0044]
Further, by including the start time and the end time as the guidance instruction data, it is possible to confirm whether the facility such as the window is closed. In addition, including the travel time is effective when train connection guidance or the like is performed. In this case, if the speed of walking (whether or not a wheelchair is used) is included in the request form as a personal attribute, it is possible to provide guidance in consideration of travel time and a route without a step.
[0045]
In addition, in order to guide a complicated route, it is possible to divide the route finely and connect it with a link. For example, in the guidance (route No01357) from the center of home No. 5 to the reserved seat window (inner window 1) (route No01357), the next two route guidance (up the east stairs → go right) is linked to route No01579. It is shown that it should be.
[0046]
FIG. 19 shows information stored in the use history storage device of the station server. (A) is a service usage record, which records a usage history based on the usage record sent from the reserved seat window terminal and the access to the Web server from the premises guidance terminal or the like. (B) is a request form issue record, which records information on the request form issued by the request form generation program.
[0047]
FIG. 20 is a display example of the result of analyzing the information stored in the usage history storage device by the customer trend analysis program of the station server. (A) shows the service usage status by time zone, and (b) shows the request by age group. The vote usage status is shown. By recording and analyzing usage history in this way, customer trends can be grasped.
[0048]
A second embodiment of the present invention will be described with reference to FIGS. In this second embodiment, a reserved seat ticket for a train seat is purchased as a request service. However, the first embodiment is that a guide advertisement for a book is provided as an additional service, and a customer creates a request slip. And different.
[0049]
FIG. 21 shows a system configuration of the second embodiment. The request form creation terminal 100 is placed at a customer's home and includes a PC (personal computer) 101, a printing apparatus 102, and a communication apparatus 103. The reserved seat automatic ticket vending machine 110 is placed in a station, and includes a request slip reading device 111, a cash handling device 112 and a ticket issuing device 113 for realizing a requested service, an advertisement display device 114 and a request slip for realizing an additional service. It comprises a printing device 115, a personal attribute determination device 116, a communication device 117, and a screen display device 118 with an input device (touch panel). The customer management server 120 is placed in the customer management center, and includes an individual attribute / use history storage device 121 by ID, an advertisement data storage device 122, a communication device 123 for an intranet (intra-company network), and a communication device 124 for the Internet. The seat management server 50 is placed in the seat reservation center, which has the same configuration as that of the first embodiment, and a description thereof will be omitted.
[0050]
The reserved seat vending machine 110, the customer management server 120, and the seat management server 50 are connected to the intranet 70 of the railway operator and are configured to communicate with each other. The advertisement management server 130 is located in the bookstore head office and includes a PC 131, an intranet communication device 132, and an Internet communication device 133. The store terminal 140 is placed in a bookstore store and includes a PC 141, a reading device 142 and a communication device 143. The advertisement management server 130 and the store terminal 140 are connected to the intranet 155 of the bookstore that is the advertiser, and are configured to communicate with each other. The request form creation terminal 100, the customer management server 120, and the advertisement management server 130 are connected to the Internet 150 and are configured to be able to communicate with each other.
[0051]
FIG. 22 shows the internal configuration of the request form creation terminal 100. The PC 101 includes a central processing unit 104, an input device 105, and a screen display device 106. As processing programs, a communication driver 1041 that accesses the Internet 150 via the communication device 103, and a Web page on the Internet designated by the input device 105. It is assumed that at least the Web browser 1042 that displays the message on the screen and the printer driver 1043 that prints the request form displayed on the screen using the printing apparatus 102 can be executed.
[0052]
FIG. 23 shows the internal configuration of the customer management server 120. The server includes a central processing unit 125, a storage device 126, a communication device 123, and a communication device 124. As processing programs, a communication driver 1251 that accesses the intranet 70 and the Internet 150 via the communication device 123 and the communication device 124, and a Web page. Is a service terminal that generates a request form including a service request instructed via the Web server and a personal attribute, and a request form generation program 1253 that is passed to the Web server. An ID management program 1255 that issues an advertisement data distribution program 1254 to be distributed to the reserved seat vending machine 110, issues a member ID, analyzes customer trends from the ID usage history and personal attributes, and distributes the analysis results to the advertiser, etc. Assume that it is feasible.
[0053]
FIG. 24 shows the internal configuration of the reserved seat automatic ticket vending machine 110. The reserved seat automatic ticket vending machine 110 includes a central processing unit 119. As a processing program, a request slip reading program 1191 that reads a request slip and separates information related to seat reservation, which is a service request, and a personal attribute, seat management in a seat reservation center. Advertise from the personal attributes read from the customer management server 120 based on the personal attribute or ID number read from the ticket vending machine program 1192 that handles seat reservation processing with the server 50, issues a seat reserved seat ticket and handles cash Personal attribute determination program 1193 for determining the target layer, a usage history collection program 1194 that collects the usage history of the request form, stores it in the usage history storage device 1161 for a certain period, and transfers it to the customer management server 120. The advertisement display program for displaying the advertisement stored in the advertisement storage device 1141 A request form (advertisement) generation program 1196 for generating a request form for an advertisement, a printer driver 1197 for printing the request form using the printing device 115, a communication driver 1198 for accessing the intranet 70 via the communication device 117, and the like. Assume at least that it is feasible. The personal attribute determination device 116 is a personal attribute determination program 1193, a usage history collection program 1194, and a usage history storage device 1161, and the advertisement display device 114 is an advertisement display program 1195, a request form (advertisement) generation program 1196, and an advertisement storage device. 1141, respectively.
[0054]
FIG. 25 shows the internal configuration of the advertisement management server 130. The PC 131 includes a central processing unit 134, a storage unit 135, an input unit 136, and a screen display unit 137. As a processing program, a customer analyzing customer trends from customer trends distributed from the customer management server 120 and sales information from stores. A trend analysis program 1341, an advertisement data creation program 1342 that creates advertisement data classified for each customer segment, a communication driver 1343 that accesses the intranet 155 and the Internet 150 via the communication device 132 and the communication device 133 can be executed at least. Suppose there is. Further, the storage device 135 includes an advertisement source data storage device 1351 and a customer trend storage device 1352.
[0055]
FIG. 26 shows the internal configuration of the store terminal 140. The PC 141 includes a central processing unit 144, an input unit 145, a screen display unit 146, and a usage history storage unit 147. As processing programs, a communication driver 1441 that accesses the intranet 155 via the communication unit 143 and a reading unit 142 are provided. A request slip reading program 1442 that reads a request slip and separates information related to a book that is a service request and a personal attribute, a sales management program 1443 that manages sales, a service request, personal attributes, and sales information in a usage history storage device 147 for a certain period of time It is assumed that at least the usage history collection program 1444 that is stored and transmitted to the advertisement management server 130 can be executed.
[0056]
27 to 29 show the flow of processing in the present embodiment together with the exchange of information and services between devices, and vertical arrows (from top to bottom) indicate the passage of time. The operation of each process will be described below in accordance with the flow shown in FIGS.
[0057]
In the advertisement data creation process of FIG. 27, the person in charge at the bookstore headquarters who is the advertiser creates advertisement data for each customer group using the input device 136 and the advertisement data creation program 1342, in the advertisement management server 130. And the advertisement data is transferred to the customer management server 120 of the railway operator via the Internet 150 using the communication device 133 and the communication driver 1343. The transferred advertisement data is stored in the advertisement data storage device 122 in the customer management server 120.
[0058]
(2) In the advertisement data distribution process, the advertisement data distribution program 1254 in the customer management server 120 sends the advertisement data stored in the advertisement data storage device 122 via the intranet 70 using the communication device 123 and the communication driver 1251. Transfer to the reserved seat automatic ticket vending machine 110 at the station. The transferred advertisement data is stored in the advertisement storage device 1141 in the reserved seat automatic ticket vending machine 110. Although omitted in this embodiment, since there are generally a plurality of advertisers, the advertisement data distribution program 1254 also requires an advertisement posting scheduling function.
[0059]
(3) In the request form creation process, the customer uses the input device 105 and the Web browser 1042 from home, and uses the communication device 103 and the communication driver 1041 to connect the Web in the customer management server 120 of the railway operator via the Internet 150. The server program 1252 is accessed, input data consisting of service and personal attributes is input, the request form data generated by the request form generation program 1253 is received, and the request form 95 is printed using the printing apparatus 102 and the printer driver 1043. . In this embodiment, when a customer uses this service, membership registration is performed. However, in this embodiment, membership registration is not an essential requirement, and the request form may include personal attributes. It is a feature.
[0060]
In (4) request slip use processing of FIG. 28, when the customer presents the request slip 95 to the reading device 111 of the automatic ticket vending machine 110 at the station, the reading device 111 and the request slip reading program 1191 read the request slip, The described service request is passed to the ticket vending machine program 1192, and the personal attribute is passed to the personal attribute determination program 1193. The ticket vending machine program 1192 transmits the seat designation request described in the request form to the seat management server 50 of the seat reservation center via the intranet 70 using the communication device 117 and the communication driver 1198, and reserves the designated seat. A screen with an input device when the information on the request slip alone is not enough to make a seat reservation, when there are multiple choices, or when the reservation of a seat on a train designated as full is unsuccessful, etc. The display device 118 is used to allow the customer to input necessary information.
[0061]
When the seat reservation is successful, the ticket vending machine program 1192 receives the price from the customer by the cash handling device 112, prints the designated seat ticket by the ticket issuing device 113, and the customer receives it. While the ticket vending machine program 1192 transmits a seat designation request to the seat management server 50, the advertisement display program 1195 receives customer segment information from the personal attribute determination program 1193, and the personal attribute is displayed on a part of the screen of the screen display device 118. Show ads based on. In this embodiment, it is assumed that the advertisement is best-selling book information classified according to the age and sex of the customer.
[0062]
(5) The request form (advertising) generation process is such that the customer sees the advertisement before receiving the reserved seat ticket and leaves the ticket vending machine. view the details. In this embodiment, a request slip 96 for a book that the customer likes is generated by a request slip (advertisement) generation program 1196, printed by the printing apparatus 115, and received by the customer. The personal attribute received from the personal attribute determination program 1193 is embedded in the newly generated request form (advertisement) 96. The usage history collection program 1194 receives the request card usage (generation) record from the ticket vending machine program 1192 and the request card (advertisement) generation program 1196, stores it in the usage history storage device 1161, and stores the usage history at regular intervals. 117 and the communication driver 1198 are used to transmit to the customer management server 120 via the intranet 70.
[0063]
In (6) request slip (advertisement) use processing of FIG. 29, the request slip (advertisement) 96 is posted to the store clerk at the store of the bookstore where the customer is the advertiser, and the store clerk reads the reading device 142 of the store terminal 140 and the request slip read. The target book can be specified by reading the request slip (advertisement) 96 by the program 1442, and the book can be sold to the customer. Sales information is input from the input device 145 and processed by the sales management program 1443. The usage history collection program 1444 receives the usage record from the sales management program 1443 and stores it in the usage history storage device 147. The usage history is stored at regular intervals via the intranet 155 using the communication device 143 and the communication driver 1441. To the advertisement management server 130.
[0064]
(7) In the customer trend distribution process, the ID management program 1255 in the customer management server 120 analyzes the usage history transmitted from the request slip generation program 1253 and the reserved seat automatic ticket vending machine 110, and the usage situation for each customer segment And the like are distributed to the advertisement management server 130 of the bookstore as an advertiser via the Internet 150 using the communication device 124 and the communication driver 1251. Advertisers at the bookstore headquarters use the customer trend analysis program 1341 to analyze customer trends from the customer trends delivered by railway operators and usage histories sent from their own store terminals. Develop an advertising policy.
[0065]
FIG. 30 is an example of advertisement data stored in the advertisement source data storage device 1351. Book information such as a book name and advertising target customer group information are paired and arranged in order of overall sales. In this example, the target customer group is “M19” for males 19 years old or younger, “M20” for males 20-34 years old, “M35” for males 35-49 years old, “M50” for males 50 years old and over, “F19”, “F20”, “F35”, and “F50” are women and are of the same age, “◯” indicates an advertisement target, and “×” indicates an advertisement non-target.
[0066]
FIG. 31 and FIG. 32 (a) to (h) show a request form creation process sent from the Web server program 1252 and displayed on the screen display device 106 of the PC 101 by the Web browser 1042. A portion surrounded by a square in the screen is a push button (program), which is selected by a mouse click or the like.
[0067]
When the customer accesses the customer management server 120, (a) is displayed as an initial screen, and the customer selects “new member registration” 1011 or “member logon” 1012 using the input device 105. If “new member registration” 1011 is selected, the screen shifts to the member registration screen shown in FIG. In this embodiment, it is not necessary to input information for identifying an individual as a personal attribute, that is, name, address, telephone number, date of birth, and the like. In addition, information related to the requested service can be registered as a personal attribute. That is, in this embodiment, the speed at which a customer walks is input and used to enable a train search taking transfer time into consideration. When personal attributes are entered and registered in the customer management server, a member ID is issued and shown to the customer as shown in (c).
[0068]
After member registration and when logging on by entering a member ID in (a), the member service screen of (d) is displayed. When “request form creation” 1013 is selected, the screen moves to the request form creation screen of (e), and the departure station name, arrival station name, and seat type are input. (F) is a seat type designation screen. In addition to information for distinguishing seats such as “no smoking / smoking”, train search conditions such as “priority for arrival time / priority for number of transfers” can be entered. When the data necessary for creating the request slip is input, the request slip generation program 1253 displays the request slip as shown in (g), and the customer prints it.
[0069]
When “questionnaire” 1015 is selected on the member service screen of (d), the screen moves to the questionnaire screen of (h) and the questionnaire can be answered. As motivation for answering the questionnaire, participation in a prize lottery, issuance of discount coupons, etc. can be considered. The results of questionnaires can be classified according to individual attributes and used for customer trend analysis. When “personal attribute editing” 1014 is selected on the member service screen of (d), the personal attribute can be re-registered by moving to the member registration screen of (b).
[0070]
33 and 34 show the request form recording format. FIG. 33A shows the appearance of a printed request form, which is composed of a human-readable character display area and a machine-readable barcode display area. In this embodiment, as in the first embodiment, a “QR code” (JIS X 0510 standard and ISO / IEC 18004 standard), which is a kind of two-dimensional barcode, is used as a barcode. You may do it. Further, the request form may be a barcode printed on paper, and FIG. 33 shows another form of the request form. (B) is a recording format of information stored in the barcode area, and is composed of 32-byte information in this embodiment. Of the information recorded in the barcode area, information related to the service request is displayed in a human-readable form in the character display area, but the personal attribute information is recorded only in the barcode area and is not displayed. By doing this, other people cannot read the personal attributes on the request slip with the naked eye, and the possibility of leakage of privacy is reduced.
[0071]
The first part of the format is a common format part having a common field regardless of the provider, and the rest is a unique format part in which each provider can define a field independently. By including the operator code in the common format part, limited fields can be used effectively. The recording code for each field is shown in FIG. The station name may correspond to any code, and the correspondence table is omitted.
[0072]
FIG. 35 shows a request form 95 created in the request form creation process of the present embodiment.
(A) is the appearance of the printed request slip, and (b) is the content stored in the barcode area. The personal attribute which is the character non-display information is “male”, “35 to 49 years old”, “company employee”, “walking speed: normal” in accordance with the recording code of FIG.
[0073]
FIG. 36 is an external view of the reserved seat automatic ticket vending machine 110 in the present embodiment. The reading device 111 includes a camera 1111 and a stage 1112, and a customer places a request slip on the stage when used. The camera 1111 passes the image data of the request form placed on the stage 1112 to the request form reading program 1191, and the request form reading program restores the barcode to the original data.
[0074]
FIGS. 37 and 38 (a) to 38 (g) show the request slip use processing displayed on the screen display device 118 with an input device of the reserved seat automatic ticket vending machine 110. FIG. A portion surrounded by a square in the screen is a push button (program), which is selected by touching the display screen. The reserved seat automatic ticket vending machine 110 displays (a) as an initial screen, and the customer who has the request slip 95 places the request slip brought on the stage 1112 of the reader 111 and sets “read request slip” 1101. select. If “request form creation” 1103 is selected, the same operation as (3) “request form creation processing” in FIG. 27 can be performed. When “advertisement display” 1104 is selected, the screen shown in FIG. 40A is displayed and an advertisement corresponding to the customer's personal attribute is displayed. If the “general menu” 1102 is selected, tickets can be purchased while specifying all conditions from the menu without using a request form, but the description of the operation is omitted here.
[0075]
When the request slip 95 is normally read by the reading device 111, the read contents are displayed as shown in FIG. If the contents are as requested by the customer, when “reservation execution” 1106 is selected, a seat search request is sent to the seat reservation server 50 of the seat reservation center, and a seat search process that meets the conditions is executed. If the user wants to correct the requested content, selecting “correct” 1105 displays a request correction screen as shown in (c), and selects and corrects the portion to be corrected.
[0076]
During the seat search process, advertisements (best seller book information) classified according to the customer's personal attributes are displayed as shown in (d). Although it is possible for the customer to see the details of the advertisement contents at this stage, in this embodiment, the reservation processing is completed first. When the seat search processing result is returned from the seat reservation server 50, the selection screen of (e) is displayed, and the customer selects “OK” 1108 if the indicated seat (train) is acceptable. If there is no seat that meets the conditions and the search fails, or if the user does not like the indicated candidate, “condition correction” 1109 is selected, and the screen returns to (c).
[0077]
When the indicated seat (train) is selected, the confirmation screen of (f) is displayed and the price is shown. An advertisement is also displayed. When the customer pays the price with the cash handling device 112, the screen of (g) is displayed, the designated seat ticket is printed by the ticket issuing device 113, and the requested service is terminated.
[0078]
FIG. 39 shows an example of advertisement selection in this embodiment. Since the customer segment read from the request slip 95 is “male” and “35 to 49 years old”, only the book for which “M35” is advertised is selected from the advertisement data of FIG. 39 and displayed to the customer.
[0079]
FIGS. 40A and 40B show a request slip (advertisement) generation process displayed on the screen display device 118 with an input device of the reserved seat automatic ticket vending machine 110. FIG. A portion surrounded by a square in the screen is a push button (program), which is selected by touching the display screen. When the customer is interested in the displayed advertisement on the screen shown in (d) of FIG. 37, (f) or (g) of FIG. 38 and selects “view information in detail” 1107, FIG. The advertisement detail display screen is displayed and more detailed advertisement contents are shown. When the customer is interested in a specific book (the second-ranked book in this example) and selects “Details” 1121, more detailed information about the book is displayed as shown in (b). Here, when “request form printing” 1122 is selected, a request form 96 for purchasing the book at the bookstore store of the advertiser is generated and printed by the printing device 115.
[0080]
41 and 42 show the appearance and recorded contents of the request slip (advertisement) 96. FIG. Authors, book titles, etc. are printed in the character display area, and book codes and personal attributes suitable for machine processing are recorded in the barcode display area. Since the company code of this request form is “10”, the company-specific format section has the recording contents uniquely determined by Δ △ bookstore. Personal attributes are passed from the personal attribute determination program 1193, but attributes that are not defined in the original format are excluded. In this example, the “walking speed” is determined to be unnecessary at the Δ △ bookstore and is not recorded in the request slip 96.
[0081]
FIG. 43 shows an example in which a mobile terminal possessed by a customer is used as a request form creation terminal. (A) shows a screen on which a request form is displayed by a mobile phone. Connecting to the Internet using a mobile phone has already become commonplace, and the request form creation processing of this embodiment can be performed using a mobile phone. However, the generated request form is not printed, but stored in the mobile phone using the image storage function of the mobile phone. In the request slip use process, the request slip image stored in the mobile phone is displayed instead of the printed request slip and is held over the reading device.
[0082]
In addition to mobile phones, portable small terminal devices called PDA (Personal Digital Assistants) can store and display request forms as well as mobile phones as long as they can be connected to the Internet, and have the reader read them. Is possible.
(B) shows a screen on which a request form is displayed by a PDA. Furthermore, some mobile phones and PDAs are equipped with wireless communication devices that use infrared rays and radio waves. If the reading device is also equipped with these wireless communication devices, it is possible to easily transfer the request form data wirelessly. is there. Further, in the future, it is conceivable to use information stored in a mobile terminal such as a mobile phone or an IC card as a boarding ticket or a reserved seat ticket. In such an electronic ticket, it is not necessary to include personal information in ticket information if fraud prevention measures such as counterfeiting and falsification are taken, and personal attributes within the range that does not specify an individual, such as the speed of walking, etc. If the information is stored together, the present invention, for example, the on-site guidance in the first embodiment can be applied.
[0083]
【The invention's effect】
According to the present invention, a service requester can enjoy a service that takes into account personal attributes such as speed of walking, presence / absence of smoking, and books of interest without specifying an individual, and the service provider can automate business transfer and guidance. As a result, it is possible to collect marketing information at the same time.
[Brief description of the drawings]
FIG. 1 is a diagram illustrating a service request transmission method according to an embodiment of the present invention.
FIG. 2 is a diagram illustrating providing an additional service in a service request transmission method according to an embodiment of the present invention.
FIG. 3 is a system configuration diagram of a first embodiment that constitutes an embodiment of the present invention.
4 is an internal configuration diagram of a station server in the embodiment of FIG. 3;
FIG. 5 is an internal configuration diagram of a reserved seat window terminal in the embodiment of FIG. 3;
6 is an internal configuration diagram of a station staff terminal in the embodiment of FIG. 3;
7 is an internal configuration diagram of the local guidance terminal in the embodiment of FIG. 3;
FIG. 8 is a diagram showing a flow of processing in the embodiment of FIG. 3;
9 is a diagram showing a flow of processing in the embodiment of FIG.
10 is a diagram showing a display screen of a station staff terminal in the embodiment of FIG.
11 is a diagram showing a display screen of a station staff terminal in the embodiment of FIG.
12 is a diagram showing a display screen of a station staff terminal in the embodiment of FIG. 3. FIG.
FIG. 13 is a view showing a request form recording format in the embodiment of FIG. 3;
14 is a view showing a request form recording format in the embodiment of FIG. 3; FIG.
FIG. 15 is a view showing a request form created in the embodiment of FIG. 3;
16 is an external view of a campus guidance terminal in the embodiment of FIG. 3;
FIG. 17 is a diagram showing a display screen of the campus guidance terminal in the embodiment of FIG. 3;
18 is a view showing the storage contents of the local information storage device in the embodiment of FIG. 3;
FIG. 19 is a diagram showing the storage contents of the usage history storage device in the embodiment of FIG. 3;
20 is a diagram showing a customer trend analysis result in the embodiment of FIG. 3;
FIG. 21 is a system configuration diagram of a second embodiment that constitutes an embodiment of the present invention.
22 is an internal configuration diagram of a request form creation terminal in the embodiment of FIG. 21. FIG.
FIG. 23 is an internal configuration diagram of a customer management server in the embodiment of FIG.
24 is an internal configuration diagram of a reserved seat automatic ticket vending machine in the embodiment of FIG. 21. FIG.
FIG. 25 is an internal configuration diagram of the advertisement management server in the embodiment of FIG. 21.
26 is an internal block diagram of a store terminal in the embodiment of FIG.
FIG. 27 is a diagram showing the flow of processing in the embodiment of FIG.
FIG. 28 is a diagram showing the flow of processing in the embodiment of FIG.
FIG. 29 is a diagram showing the flow of processing in the embodiment of FIG.
30 is a view showing the storage contents of the advertisement source data storage device in the embodiment of FIG.
FIG. 31 is a diagram showing a display screen of a request form creation terminal in the embodiment of FIG.
32 is a view showing a display screen of the request form creation terminal in the embodiment of FIG. 21. FIG.
FIG. 33 is a diagram showing a request form recording format in the embodiment of FIG. 21;
34 is a diagram showing a request form recording format in the embodiment of FIG. 21;
FIG. 35 is a diagram showing a request form created in the embodiment of FIG.
36 is an external view of a reserved seat automatic ticket vending machine in the embodiment of FIG. 21. FIG.
37 is a diagram showing a display screen of the reserved seat automatic ticket vending machine in the embodiment of FIG.
38 is a view showing a display screen of the reserved seat automatic ticket vending machine in the embodiment of FIG. 21. FIG.
FIG. 39 is a diagram illustrating advertisement selection in the embodiment of FIG.
40 is a view showing a display screen of the reserved seat automatic ticket vending machine in the embodiment of FIG. 21. FIG.
41 is a view showing a request form (advertisement) created in the embodiment of FIG. 21. FIG.
42 is a view showing a request form (advertisement) created in the embodiment of FIG. 21. FIG.
43 is a diagram showing a display of a request form by the mobile terminal in the embodiment of FIG.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 10 ... Station server, 14 ... Campus information storage device, 15,1161 ... Usage history storage device, 20 ... Reserved seat window terminal, 30 ... Station staff terminal, 40 ... Campus terminal, 50 ... Seat management server, 51 ... Seat management database, DESCRIPTION OF SYMBOLS 60 ... Operation management information server, 61 ... Operation management information storage device, 90 ... Request slip, 100 ... Request slip creation terminal, 110 ... Reserved seat automatic ticket vending machine, 120 ... Customer management server, 121 ... Individual attribute / use history by ID Storage device 122 ... Advertisement data storage device 130 ... Advertisement management server 140 ... Store terminal, 163 ... Terminal position determination program, 164 ... Operation information display program, 165, 1253 ... Request form generation program, 166, 1252 ... Web server 167 ... Customer trend analysis program 211, 413, 1191 ... Request slip reading program 212 ... Window terminal Gram, 213... Usage record transmission program, 342, 412, 1042... Web browser, 1141. (Advertisement) generation program, 1254 ... advertisement distribution program, 1255 ... ID management program, 1341 ... customer trend analysis program, 1342 ... advertisement data creation program, 1351 ... advertising source data storage device, 1352 ... customer trend storage device, 1443 ... sales Management program.

Claims (16)

A terminal for inputting a request content of the service requester and an attribute not specifying an individual among the personal attributes of the service requester;
Reading the request contents and attributes from the terminal via a medium, and having a server storing the request contents and the attributes,
A request service providing function for providing the requested service in accordance with the request content stored in the server; and the attribute stored in the server is analyzed, and the analysis result is provided to the service provider or the third Service providing system having a function of outputting as data usable by a user. The service providing system according to claim 1,
A service providing system having a second terminal that reads request contents stored in the medium and displays route information to a place that provides the request contents. A terminal for inputting a request content of the service requester and an attribute not specifying an individual among the personal attributes of the service requester;
The request contents and attributes are input from the terminal via a medium, and the request contents and a server that stores the attributes are included.
A request service providing function for providing the requested service according to the request content stored in the server, and an additional service providing for providing an additional service different from the request according to the attribute stored in the server Service providing system having functions. The service providing system according to claim 3,
A service providing system having a second terminal that reads request contents stored in the medium and displays route information to a place that provides the request contents. Information on the service that the service requester wants to receive and personal attributes within a range that does not identify the individual service requester are recorded on an electronically readable medium, and the service provider identifies the service based on that medium. And providing the service requester with the personal attributes recorded on the medium for marketing. 6. A service request transmission apparatus comprising: an apparatus for recording information on an electronically readable medium; and an apparatus for reading information stored on the medium in order to implement the service request transmission method according to claim 5. The service request transmission device according to claim 6,
The medium is a service request transmission device in which a barcode is printed on a piece of paper. 6. A service comprising a device for recording information in an electronic terminal device possessed by a service requester and a device for reading information stored in the electronic terminal device in order to implement the service request transmission method according to claim 5. Request transmission device. The service request transmission method according to claim 5,
A service request transmission method in which a service provider or another service provider who has received a personal attribute from a service provider provides an additional service such as an advertisement to the service requester based on the personal attribute recorded on the medium. The service request transmission method according to claim 5,
An apparatus for providing guidance information for guiding a route on the basis of information on a service stored in the medium during a route in which the service requester moves from a place where the information is recorded on the medium to a place where the service can be provided Service request transmission method provided. In the range where the service requester does not identify the information about the service that the service requester wants to receive and the individual service requester when the service requester cannot respond to the request from the service requester due to locational or time constraints. When the service provider records personal attributes on an electronically readable medium and has the service requester bring it to the service requester, the service provider brings the medium at a place or time where the service can be provided. Specifies a service based on the medium and provides the service requester with the service request. 12. A service request transmission apparatus comprising: an apparatus for recording information on an electronically readable medium and an apparatus for reading information stored on the medium to implement the service request transmission method according to claim 11. The service request transmission device according to claim 12,
The medium is a service request transmission device in which a barcode is printed on a piece of paper. 12. A service comprising a device for recording information in an electronic terminal device possessed by a service requester and a device for reading information stored in the electronic terminal device in order to implement the service request transmission method according to claim 11. Request transmission device. The service request transmission method according to claim 11,
A service request transmission method in which a service provider or another service provider who has received a personal attribute from a service provider provides an additional service such as an advertisement to the service requester based on the personal attribute recorded on the medium. The service request transmission method according to claim 11,
An apparatus for providing guidance information for guiding a route on the basis of information on a service stored in the medium during a route in which the service requester moves from a place where the information is recorded on the medium to a place where the service can be provided Service request transmission method provided.

Images