JP2005158007A - Service supporting system, service supporting server, service supporting method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a service supporting system by which a service fee paid by a customer as well as a time and a cost for service are reduced, and correct information on the customer is ensured and to provide a service supporting server, and a service supporting method. <P>SOLUTION: A service operation system has a service supporting server supporting service operation for the customer, a terminal which can communicate with the service supporting server, wherein the terminal has a display means displaying a questionnaire associated with the service operation, an input means for causing the customer to input the questionnaire and a questionnaire transmission means transmitting the inputted questionnaire to the service supporting server, and the service supporting server has a questionnaire analysis means analyzing the received questionnaire. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to service business support, and more particularly, to a service support system, a service support server, and a service support method for supporting service business.

  There has been proposed a method of selecting a user's attributes / preferences, etc., and performing business improvement and service planning (see, for example, Patent Document 1). In addition, a method of conducting a marketing operation from a questionnaire at an accommodation facility has also been proposed (see, for example, Patent Document 2).

  In addition, for hotel operations that are likely to be applicable to hotel users, a business method has been proposed that captures customers by taking a questionnaire, collecting, analyzing, and managing customers such as sending DMs (for example, patent documents) 3). In this method, the members are managed by the whole family, the use results of the family are managed as points, and refunds or giveaways are given later to the customers according to the results.

  In such a questionnaire survey, the reliability of the questionnaire is impaired if the evaluator has the same appearance but is a different evaluator. Such disagreement between the appearance and the actual situation is, for example, when the gift presentation is a cash voucher and the evaluator's information is written on the cash voucher, the person who received the cash voucher transfers the cash voucher to a third party, This can happen when the three parties use a hotel ticket to answer a questionnaire.

  Therefore, identifying the person is important in a questionnaire survey. Therefore, in Patent Document 4, personal information (bibliography) and face image recorded on a visitor's business card at the time of reception, voice with a microphone, height with two video cameras, weight, body temperature with biological sensors, What records even fingerprints and smells is disclosed.

  In Patent Document 5, refer to Non-Patent Document 1, prior to the visitor's personal information in advance, video recording of the face image with the visitor's approval / disapproval at the reception, and lodging Recording a hotel history is disclosed.

Patent Document 6 discloses a system for creating an ID card carried by a visitor. Patent Document 7 discloses a technique for quoting Non-Patent Document 2 and identifying an individual from a face. Patent Document 8 discloses a method of performing fingerprint collation by “digitizing as feature point data”. Patent Document 9 discloses a customer management system using biometric information as a customer key, which proposes a method of identifying a customer by capturing facial pattern information from a face image and matching this information.
JP 2002-73887 A JP 2002-133063 A JP 2002-157492 A Japanese Patent Laid-Open No. 2001-202090 JP 2002-342804 A JP 2003-122872 A JP 2000-105583 A Japanese Patent Laid-Open No. 11-232459 JP 2002-7683 A JP-A-11-184932 Japanese Patent No. 3267951 JP 2001-43275 A JP 2003-132435 A JP 11-227369 A JP-A-11-324427 “Gait Extraction and Description by Evidence-Gathering” International Society Name “Proceeding of the Second International Conference on Audio and Video-based Person Identification”, Washington, DC March 22-23, 1999, p.43-48 The Journal of the Institute of Image Information and Television Engineers Vol.51, No.8, pp.1132-1135 (1997)

  The method in the first paragraph of the background art is a method of totaling preference questionnaires or usage questionnaires that have been conventionally performed using communication means such as the Internet.

  The method described in the second paragraph can be said to be a proposal only in that a preference questionnaire linked to family attributes is performed.

  In general, in the service industry, in order to keep the service quality constant, the service provider and the person in charge of daily maintenance work must be able to maintain the service equipment (facility) maintenance in its original state. The condition is shared by the inspector and the quality is maintained.

  In the service planning department, it is natural to maintain competitiveness by conducting industry meetings, specialized magazines, and direct user experience surveys on the service content and prices of competing companies in the same industry. For example, in FIG. 26 showing a business flow in a hotel business, there exists a “cleaning person” who cleans a room and makes a bed, and an “inspector” who checks the result, and investigates and analyzes information on competitors' stores. It has become commonplace to place "inspectors".

  The role of this “inspector” is important. For example, in a facility that provides an expensive service price, the inspector lays down in a suit in an empty bathtub or sits down in a toilet and checks the check sheet record book. It is well known that it takes a lot of effort and time to fill in.

  In small-scale facilities, the “cleaning staff” surpasses the daily work of part-time work, and the actual situation is that the managers and their families carry out the inspections themselves.

  In these services, questionnaires to users are being conducted, but the act of actively responding to questionnaires is rarely seen by users, and a means to efficiently collect customer needs and improvement requests from users is desired. ing. In the service industry, it has been considered that it is difficult to obtain the real user needs by collecting the questionnaires that are collected rarely anonymously in most cases, collecting the time for collecting the questionnaires, and collecting the actual user needs.

  The reason for this is that if a user is in a position to receive a service, he / she will make a complaint about the service provided by the person or make an improvement proposal if the user is assumed to be a repeater. It can be said that it is connected to the evaluation of the staff, and as a result, it must be considered that it is not beneficial to the user.

  Therefore, the content of the questionnaire is a proposal to the general equipment, and in some cases, it is not a complaint, but conversely there is an excessive praise content of the service that was taken care of by the employee, or a hidden text in the praise In some cases, the unpleasant parts are hidden slightly, and skillful judgment is necessary for the analysis.

  Also, if the real name is entered in the questionnaire collection and the content of the indications is useful, the service provider will not be able to re-obtain useful information unless they respond with a courtesy letter of gratitude. It was. And it is also true that all of these efforts fall into a vicious circle that is passed on to service prices. It is no exaggeration to say that the service industry is an industry that provides detailed labor and equipment and location.

  Next, as background technology for identifying the person, Patent Documents 4, 5, and 6 are effective as security measures for protecting the company from visitors to the company, but in the service industry used by unspecified majority. Is difficult to apply.

  This is because the service business does not confirm the user's identity (except in some areas or any sales facility), or the identity is recorded by the service provider in accordance with the local laws and regulations. This is due to the business characteristics of implementation.

  As described above, the service industry takes time and cost for the service, and the cost is often reflected in the usage fee of the customer. In taking a questionnaire, it is also important to identify customers.

  In view of such problems, the present invention provides a service support system, a service support server, and a service support method that reduce service labor and costs, reduce customer usage fees, and ensure accurate information about customers. The purpose is to provide.

  In order to solve the above problems, the present invention relates to a service support system including a service support server that supports service management for a customer, and a terminal that can communicate with the service support server. A questionnaire analysis for analyzing the received questionnaire, comprising: a display means for displaying a questionnaire; an input means for inputting the questionnaire; and a questionnaire transmission means for transmitting the inputted questionnaire to the service support server. Means.

  In order to solve the above problems, the present invention is characterized in that the input means is a touch panel.

  In order to solve the above problem, the present invention is characterized in that the input means is capable of inputting by voice.

  Moreover, in order to solve the said subject, this invention has further the service information output terminal which is a terminal which outputs the information which concerns on the service to a customer with respect to the customer who input the said questionnaire, It is characterized by the above-mentioned.

  In order to solve the above problems, the present invention provides that the service information output terminal is a mobile terminal, and the service information is displayed as a barcode or text information on a display screen of the mobile terminal. Features.

  In order to solve the above-mentioned problem, the present invention is characterized in that the service information output terminal is a printing device, and the service information is printed and output as barcode or character information from the printing device. To do.

  In order to solve the above problem, the present invention is characterized in that the information related to the service to the customer is discount information on a usage fee.

  In order to solve the above-mentioned problems, the present invention is characterized in that the contents of the questionnaire are evaluation information for services.

  Moreover, in order to solve the said subject, this invention is characterized by the content of the said questionnaire being the information regarding a failure of an installation.

  Further, in order to solve the above-mentioned problem, the present invention provides a facility to a terminal of a person in charge of managing a failed facility when the failure of the facility is notified by the questionnaire result analysis means based on the information on the failure of the facility. It is characterized by notifying of the failure of.

  In order to solve the above-mentioned problem, the present invention is characterized in that the contents of the questionnaire are information on another person whose contents of the service compete.

  In order to solve the above problems, the present invention provides a service support server that supports service management for a customer using one or more terminals capable of communication. Input prompting information display means for displaying information prompting input, questionnaire display means for displaying the questionnaire on the one terminal, questionnaire analysis means for analyzing the questionnaire received from the one terminal, and other terminals And service information output means for outputting information related to the service to the customer.

  In order to solve the above-mentioned problem, the present invention provides a service support method in a service support server that supports service management for a customer using one or more terminals capable of communication. A questionnaire display stage for displaying a questionnaire related to service operation, a questionnaire analysis stage for analyzing a questionnaire received from the one terminal, and a service information output stage for outputting information related to a service to a customer to another terminal; It is characterized by having.

  In order to solve the above problem, the present invention provides a service support system including a service support server that supports service management for a customer and a terminal that can communicate with the service support server. A service support server, comprising: a means for specifying; a display means for displaying a questionnaire relating to service management; an input means for inputting the questionnaire; and a questionnaire transmission means for transmitting the inputted questionnaire to the service support server. Has questionnaire analysis means for analyzing the received questionnaire.

  In order to solve the above problems, the present invention provides a service support system including a service support server that supports service management for a customer and a terminal that can communicate with the service support server. Means for extracting a biometric feature of the user, a display means for displaying a questionnaire relating to service operation, an input means for inputting the questionnaire, and a questionnaire for transmitting the biometric feature of the customer and the inputted questionnaire to the service support server The service support server includes a means for searching and collating the received biometric features of the customer from the customer database, and a questionnaire analysis means for analyzing the questionnaire.

  In order to solve the above problems, the present invention provides a service support system including a service support server that supports service management for a customer and a terminal that can communicate with the service support server. Means for extracting the biometric features of the customer, means for inputting bibliographic items declared by the customer, and means for transmitting the biometric features and bibliographic items of the customer to a service support server, the service support server comprising: Means for searching and matching the received biometric features of the customer from a customer database, and means for transmitting the search matching result to the terminal, wherein the terminal displays the search matching result from the service support server. It is provided with.

  In order to solve the above problems, the present invention is characterized by comprising means for displaying or printing the bibliographic items of the customer.

  In order to solve the above problems, the present invention is characterized by comprising means for displaying or printing the usage history of the customer.

  In order to solve the above-mentioned problem, the present invention is characterized in that the biological feature of the customer is any one or more of biological features among human phase, fingerprint, iris, voiceprint, and height. To do.

  As described above, according to the present invention, there are provided a service support system, a service support server, and a service support method that reduce the labor and cost of a service, reduce the usage fee of the customer, and secure accurate information about the customer. can get.

  Hereinafter, two embodiments of the present invention will be described with reference to the drawings. Example 1 shows a basic example for carrying out the present invention, such as acquisition of a questionnaire, and Example 2 is obtained by adding processing for identifying a customer to Example 1.

  FIG. 1 shows an overall configuration diagram in Embodiment 1 of the present invention. FIG. 1 shows a service support server 10, a customer terminal 11, a front terminal 13, a printer 12, an extension base station 17, networks 14a and 14b, a mobile phone base station 18, and an employee. A mobile terminal 15 and a customer mobile terminal 16 are shown.

  Among these, the service support server 10 performs various processes related to service management. The customer terminal 11 is provided, for example, in a guest room or a front desk, and inputs a questionnaire or guides the guest room. The front terminal 13 performs management of customers, browsing of questionnaires, and the like. The printer 12 which is a service information output device issues a discount ticket which will be described later. The extension base station 17 is a base station of the employee mobile terminal 15 carried by the employee.

  The employee mobile terminal 15 is a PDA or personal computer or a combination of a public mobile phone and a wireless PDA having a wireless IP communication function represented by IEEE 802.11 wireless standards a, b, g, h and IEEE802.16a. is there. Further, the extension base station 17 is also used as a local access point of a PDA or personal computer or public mobile phone / wireless PDA combined terminal equipped with a customer's wireless PDA communication function.

  The mobile phone base station 18 is, for example, a mobile phone base station possessed by a first type telecommunications carrier. The portable terminal 16 is a customer's personal mobile phone, and is a service information output device in the first embodiment.

  The network 14a is, for example, a VPN (Virtual Private Network) connecting terminals of each hotel if it is a hotel in a national chain, or a LAN if it communicates within one hotel. Examples of the network 14b include a public network.

  In FIG. 1, the service support server 10, the customer terminal 11, the front terminal 13, the printer 12, the extension base station 17, and the like are drawn one by one. The number is different. For example, in the case of a nationwide chain, at least the number of customer terminals 11 and the number of front terminals 13 are necessary for each hotel, and thus there are a plurality.

  Next, a hardware configuration diagram of the service support server 10, the customer terminal 11, and the front terminal 13 is shown in FIG.

  The hardware configuration shown in FIG. 2 includes an input device 22, a display device 23, a drive device 24, a recording medium 25, an HDD (Hard Disk Drive) 26, and a memory 27 that are mutually connected by a bus. And a CPU 20 and an I / F (interface) 21. The input device 22 corresponding to the input means includes a keyboard, a mouse, a touch panel, a microphone, a barcode reader, and the like operated by a user of the computer system, and is used to input various operation signals to the computer system.

  The display device 23 displays various windows and data necessary for operating the computer system. The interface device 21 includes, for example, a NIC (Network Interface Card), a modem, or a connection terminal to a speaker, which is an interface for connecting a computer system to a network.

  A program for operating the computer system is provided by a recording medium 25 such as a CD-ROM or downloaded through a network. The recording medium 25 is set in the drive device 24, and data and programs are installed from the recording medium 25 to the HDD 26 via the drive device 24.

  The HDD 26 stores data and programs as well as necessary files and the like. The memory 27 reads the program from the HDD 26 and stores it when the computer system is activated. The CPU 20 executes processing in accordance with the program read and stored in the memory 27.

  Next, software blocks of the service support server 10 will be described with reference to FIG. FIG. 3 shows an OS (Operating System) 30, a room guidance processing unit 31, a questionnaire accumulation management processing unit 32, a reservation management processing unit 33, a discount ticket issuing processing unit 34, and a questionnaire corresponding to the questionnaire analysis means. An analysis processing unit 35, an emergency response processing unit 36, a speech synthesis / recognition processing unit 37, a room image DB 38, a questionnaire DB 39, a reservation DB 40, and a responsible DB 41 are shown.

  The OS 30 is software that provides computer system management and a basic user operating environment. The room guidance processing unit 31 corresponding to the questionnaire display means reads the image data corresponding to the room selected by the customer from the room image DB 38 and displays it on the customer terminal 11. The room guidance processing unit 31 also displays a questionnaire on the customer terminal 11.

  The questionnaire accumulation management processing unit 32 accumulates questionnaire results from customers in the questionnaire DB 39. The reservation management processing unit 33 performs processing related to the reservation using the reservation DB 40.

  The discount ticket issuing processing unit 34 corresponding to the service information output means outputs a discount ticket for discounting the usage fee to the printer 12 as information relating to the service to the customer, or the bar code or character information corresponding to the discount ticket is made public. It transmits to the portable terminal 16 via a telephone network, or transmits to a customer's mail address via the Internet.

  The questionnaire analysis processing unit 35 corresponding to the questionnaire analysis means analyzes the questionnaire result from the customer, and if necessary, the emergency countermeasure processing unit 36 performs the reporting process to the employee mobile terminal 15 so that the emergency response processing is performed. The message is transmitted to the unit 36. In response to the questionnaire analysis result, the emergency measure processing unit 36 performs a reporting process on the portable terminal 15 for the employee who is in charge of the work when an urgent work such as repair of a failed facility occurs.

  The voice synthesis / recognition processing unit 37 is a processing unit that performs voice synthesis and recognition using software or hardware. The voice is transmitted from the customer terminal 11 to the service support server 10. In this case, the voice may be encoded and transmitted using a soft codec or the like.

  Next, various databases shown in FIG. 3 will be described. First, the room image DB 38 will be described with reference to FIG. As shown in FIG. 4, the data structure of the room image DB 38 is composed of “room name” and “image data” corresponding thereto. For example, room A2 image data corresponds to room A2.

  Next, the questionnaire DB 39 will be described with reference to FIGS. As shown in FIG. 5, the questionnaire DB 39 has a structure in which individual questionnaire results are arranged, and the contents of each are as shown in FIG.

  As shown in FIG. 6, the data structure of the questionnaire DB 39 includes “customer ID”, “room number”, “room”, “bath”, “toilet”, “lighting”, and “bed”. , “Corridor”, “failure”, “satisfaction”, and “room candidate”.

  Among these, “customer ID” indicates the ID of the customer who answered the questionnaire, and is uniquely determined for each customer. “Room number” indicates the number of the room used by the customer.

  “Room”, “Bath”, “Toilet”, “Bed”, and “Corridor” correspond to the evaluation information for the service, and indicate whether or not they have been thoroughly cleaned. The numbers in the item column indicate that “0” is dirty, “1” indicates that it is OK, and “2” indicates that it is clean.

  Further, “lighting” and “room” are items that correspond to information on the failure of the equipment and indicate whether the lighting or the room has not failed. Among these, in the “illumination” item number, “0” indicates that the illumination was not turned off, and “1” indicates that the illumination was turned off. The number in the “Lighting” item column indicates that “0” indicates that there was no failure, “1” indicates that the bath has failed, and “2” indicates that the toilet has failed. “3” indicates that the television has failed, and “4” indicates that the bed has failed.

  The “satisfaction level” corresponds to the evaluation information for the service and indicates the satisfaction level for the service. The numbers in the “satisfaction” item column indicate that “0” was satisfactory, “1” was acceptable, and “2” was unsatisfactory. The “room candidate” indicates a room number of a candidate room to be used next time.

  From the above, for example, a customer whose “customer ID” is “10007” stays in the room number A2, responds that the room, toilet, and bed are clean, the bath is dirty, and the corridor responds fairly well. In addition, the customer replied that the lighting was not off, the bed was broken, and the satisfaction was unsatisfactory. Then, the customer knows that the room candidate that he / she wants to use next time is the room number A3.

  Next, the reservation DB 40 will be described with reference to FIG. As shown in FIG. 7, the data structure of the reservation DB 40 includes “reservation ID”, “customer ID”, “accommodation date”, “accommodation days”, “room number”, “address”, It is composed of “telephone”, “name”, “accommodation history”, and “related information”.

  Among these, “reservation ID” is an ID for managing the reservation DB 40. “Customer ID” indicates the ID of the customer who made the reservation. In the case of a new customer, a new number is assigned.

  “Accommodation date” indicates the date on which the accommodation starts. “Accommodation days” indicates the number of days to stay. “Room number” indicates the number of the room in which the hotel stays. “Address” indicates the address of the reserved customer. “Telephone” indicates the telephone number of the reserved customer. “Name” indicates the name of the customer who made the reservation. “Accommodation history” indicates how many times the hotel has stayed. “Related information” indicates, for example, whether there is a questionnaire result answered before. Note that user information such as age may be added to the above items.

Next, the responsible DB 41 will be described with reference to FIG. The data structure of the charge DB 41 is divided into three items, water charge charge, electrical charge charge, and linen charge, and the extension telephone number, the mobile phone number, the mail address, and the IP phone of the employee's mobile terminal for each person in charge. It has a structure with a number.
For example, the extension phone number of the person in charge of water is “1234”, the mobile phone number is “1345”, the email address is “water_chief@tokyo.interhotel.com” (not shown), and the IP phone number is “202.33. 14.182 ”(not shown), the extension number of the person in charge of the electrical equipment is“ 2345 ”, the mobile phone number is“ 2456 ”, and the email address is“ power_chief@tokyo.interhotel.com ”(not shown) The IP phone number is “202.33.14.186”.
As described above, since the plurality of numbers are provided in order to communicate with different communication means when busy, if there is no need, the number of one communication means may be used.

  The extension phone number is for a cordless extension telephone portable terminal for employees, the mobile phone number is for a mobile phone, and the e-mail address is for e-mail to a PDA or personal computer equipped with the above-mentioned wireless IP communication function. The number is for a voice call to a PDA or personal computer having a wireless IP communication function.

  Next, processing performed by the above-described software block will be described. First, a room guidance display for the customer to see what kind of room will be described with reference to FIG.

  FIG. 9 shows a guidance display screen displayed on the touch panel screen of the customer terminal 11 provided at the front. As shown in FIG. 9, a room number button and a questionnaire button are shown on this screen. For example, when the customer presses the A2 button, a picture of the room is displayed on the screen as shown in FIG.

  In this way, the customer can see the room with a photograph. Next, processing when the questionnaire button is pressed will be described.

  When the customer presses the questionnaire button, the questionnaire screen shown in FIG. 11 is displayed. On this questionnaire screen, information 51 that prompts the user to input a questionnaire is displayed, such as "If you answer the questionnaire, you will receive a 3 discount coupon for the usage fee."

  Also, the column for allowing the customer to input a questionnaire is divided into basic items 52, linen cleaning items 53, emergency response items 54, customer preference items 55, and items. These items are further divided into the items described above.

  The above input can be input by selecting with a radio button.

  In addition to input with radio buttons, a handwriting field 57 for inputting comments by hand is also provided on the questionnaire screen. In this handwritten field, information on other persons whose services are competing, opinions, and the like are input.

  When the above input is completed, the customer can transmit the questionnaire result to the service support server 10 using the transmission button 56. Further, when canceling the input of the questionnaire, it is possible to cancel by pressing the cancel button 58. This questionnaire input screen may be displayed with a Web browser, or may be displayed using a dedicated application.

  Details of the above processing will be described with reference to the flowchart of FIG. Since this process is a program operating on a Web browser, a dedicated application, or the like, hereinafter, a process for executing this process is referred to as a questionnaire input application.

  Step S100 corresponding to the questionnaire display stage is a process in which a questionnaire is displayed. Step S101 is waiting for input of a customer questionnaire. When the customer inputs a questionnaire and presses the send button, the questionnaire input application advances the process to step S102.

  In step S102, the questionnaire input application determines whether all items have been marked. If it is determined that all items are marked, the questionnaire input application transmits a questionnaire to the service support server 10.

  The service support server 10 determines whether or not an emergency measure item is marked in step S103 corresponding to the questionnaire analysis stage. When the emergency measure item is marked, the service support server 10 starts a program for performing emergency response in step S104, and executes the processing in step S105 after the processing ends.

  If the emergency measure item is not marked, the service support server 10 proceeds to step S105 corresponding to the service information output stage, activates the discount ticket issuing processing unit 34, issues a discount ticket with the printer 12, Or it outputs as a barcode or character information to a customer's portable terminal 16 (refer FIG. 14). If the discount coupon output in this way is compared with the accommodation card, the user attributes shown in FIG. 7 can be managed.

  In next step S <b> 106, the service support server 10 activates the questionnaire accumulation management processing unit 32 and accumulates the questionnaire in the questionnaire DB 38.

  When these processes are completed, the service support server 10 activates the room guidance processing unit 31 in step S107 and displays guidance on the customer terminal 11.

  The process returns to the branch process in step S102. When the questionnaire input application determines in step S102 that all items are not marked, in step S108, an unmarked item comment is created and displayed in order to clearly indicate to the customer the items that are not marked. Next, the questionnaire input application sets a timer in step S109. This timer is a timer for avoiding a state where the questionnaire input screen is displayed.

  In the next step S110, the questionnaire input application redisplays the questionnaire. After redisplaying the questionnaire, the questionnaire input application activates the guidance display in step S113 if the cancel button 58 is pressed in step S111 or if the previously set timer is over in step S112. End the process. If the cancel button 58 is not pressed and the timer does not run out, the questionnaire input application continues to display the questionnaire screen.

  In the processing described above, in order to make it easy for a user to input a questionnaire, guidance may be played by voice from the speaker shown in the hardware configuration diagram of FIG. 2, and voice input is also possible. May be.

  Next, details of the processing in step S104 described above will be described using the flowchart of FIG. In step S201, the emergency response processing unit 36 branches the process according to an event included in the message received from the questionnaire analysis processing unit 35.

  When the bath is out of order, the emergency response processing unit 36 branches to step S202 and reads out the registration information for the water supply from the responsible DB 41. Similarly, in the case where the toilet is out of order, the emergency response processing unit 36 reads out the registration information for the water supply from the responsible DB 41 in step S203.

  When the television is out of order, the emergency response processing unit 36 reads out the registration information of the electric machine charge from the charge DB 41 in step S204.

  If the bed is out of order, the emergency response processing unit 36 reads the registration information for the linen from the responsible DB 41 in step S205.

  As described above, the emergency response processing unit 36 that has read the extension number of the person in charge from the person-in-charge DB 41 according to the content of the failure performs notification processing on the extension number in step S206. In this manner, the service support server 10 notifies the failure of the facility to the terminal of the person in charge who manages the failed facility.

  As described above, in the first embodiment, through a user questionnaire, for example, the customer performs the inspection work before the implementation of the internal service of the hotel business, and the customer can be given a discount on the service price as the price. It becomes possible.

  Further, in the first embodiment, a trouble repair report that is annoying to the next user is notified at the end of use by all customers, so that the repair can be speeded up and the service operation rate can be improved.

  FIG. 14 is a diagram illustrating a business flow in the first embodiment. In this work flow, the customer can interactively answer the questionnaire, so that the linen cleaning quality evaluation, the discovery of the faulty equipment, and the reporting that have been performed by the person in charge of inspection can be performed, and the user preferences can be collected. Also, it is possible to analyze service preferences by using repeaters that are repeatedly used by the same user.

  Further, in the first embodiment, competing other store information, which is information relating to competing other parties, is simply accumulated, batch-processed in batch, and if there is input of competing other store information, it is immediately for the manager in charge. Depending on the content and the degree of cooperation of the user, the manager can directly call the customer and request more detailed information. .

  Hereinafter, Example 2 will be described with reference to Example 1. Note that the same reference numerals as those used in the first embodiment are not described unless particularly required.

  The overall configuration of the second embodiment is the same as that of the first embodiment shown in FIG. What is different from the first embodiment is a hardware configuration diagram of the service support server 10, the customer terminal 11, and the front terminal 13, which is shown in FIG. 15 does not mean that all the components in the hardware configuration diagram shown in FIG. 15 are mounted on the service support server 10, the customer terminal 11, and the front terminal 13, and each component is It is mounted as necessary.

  As shown in FIG. 15, the RIF tag reader of the input device 22 and the living body detection device 60 are added. The RIF tag reader reads information stored in a tag attached to a room key.

  The biological detection device 60 corresponding to the means for extracting biological features is provided with any one or more of a camera, a floor pressure sensor, an iris sensor, a fingerprint scanner, and DNA analysis. These are all used to extract customer ecological features and identify customers. In the following description, expressions corresponding to objects such as detection and measurement are used in addition to extraction.

  Among these, the camera detects the customer's human phase and height. The height is detected by a known technique disclosed in Patent Document 5. In this case, it is desirable to arrange the camera behind and on the side of the customer.

  The human phase is detected by digitizing the customer's face photographed by the camera and performing facial feature analysis. This camera is preferably placed in front of the customer. Here, the “human phase” is raw image data of only the entire front face of a person that has been subjected to framing processing from an image obtained by photographing a customer in an unconscious state and further removing the background. Further, raw image data of the entire profile from which the height of the nose is determined may be added. Of these images, a black and white image is more suitable than a color image from the viewpoint of imaging element characteristics and data amount.

  Further, the gender of the customer may be determined by a known technique disclosed in Patent Document 7.

  The floor pressure sensor is used for detecting the customer's stride and detecting that the customer terminal 11 to which a questionnaire is input has approached the customer.

  The iris sensor captures an entire upper body image with a digital still camera installed at a fixed position at a position where the customer stands at the reception, and performs framing processing on the pupil to obtain raw iris image data. Customer verification is performed using the pattern matching technique and color spectrum verification of iris raw image data and captured image data as auxiliary means.

  The fingerprint scanner is installed at the lower part of a reception counter having a panel that allows the fingerprint scanner to pass through from below. It is the same as human phase to perform framing processing from the captured fingerprint image and remove the background.

  The DNA analysis is performed by the customer using a hair pattern, saliva, nail or blood on a DNA analyzer at the reception, and the resulting spectrum is subjected to pattern matching in the same manner as voiceprint analysis.

  Although not shown in the figure, when a voiceprint is used as a biological feature, when a customer declares “the name of the reservation person”, a voice is collected with a microphone and used as a voice phrase. Remove external noise from the speech phrase. Furthermore, the words “reservation”, “reservation”, “check-in”, and “please” are extracted. Each word is tagged and stored in the customer DB as recorded raw data. The customer verification is performed by a pattern matching method of the frequency spectrum of the stored recorded raw data and the current recorded raw data.

  In addition to the living body detection device 60 described above, the display device 23 is provided with a printer for printing a guest list, which will be described later.

  Next, software blocks of the service support server 10 will be described with reference to FIG. A user specific search processing unit 61 and a user registration search processing unit 62 are added to the software block described in FIG. 3, and a customer DB 63 is added as a database.

  The user specific search processing unit 61 corresponding to a means for searching and collating the biometric features of the customer from the customer DB searches the customer DB 63 in order to specify the customer. When the customer checks in, the user registration search processing unit 62 searches if the customer is already registered in the customer DB 63, and if not registered, newly registers the customer.

  The customer DB 63 is a database used for customer management. The customer DB 63 will be described with reference to FIG. The customer DB 63 includes a customer ID number 70, personal information 71, facility usage information 72, discount points 73, and biometric information 74.

  The customer ID number 70 is used as a database key. The personal information 71 is general information including a name, home address, occupation, home phone, company name, company address, company phone, gender, and age.

  The facility use information 72 includes a previous use facility, a previous use end date, a current use facility, and a current use start date. The pre-use facility is a facility used before using the current facility. The previous use end date is the date when the use of the previous use facility is ended. The currently used facility is a facility that is currently used. The current use start date is the date when the use of the current use facility starts.

  The discount point 73 corresponds to the discount ticket of the first embodiment. The biological information 74 includes height, stride, human phase element, voice print element, iris element, fingerprint right thumb, fingerprint left little finger, DNA, and the like. This is acquired by each sensor explained above and recorded in the customer DB 63.

  The above is the configuration in the second embodiment. Next, actual processing will be described. First, the process performed by the user registration search processing unit 62 performed when a customer checks in will be described with reference to the flowchart of FIG.

  Step S301 is measuring the height of the customer. Step S302 is determination of the sex of the customer. Step S303 is extraction of the biometric feature of the customer. Step S304 is customer verification.

  In the next step S305, it is determined whether or not the customer verification is successful. If the verification fails, the process proceeds to step S309. If the verification is successful, the bibliography is displayed in step S306. This bibliography is information recorded in the customer DB 63.

  Next, in step S307, it is determined whether or not check-in is performed. If it is not a check-in, the process ends. In the case of check-in, card printing processing is performed in step S308. This card is a general guest list, and in the case of step S308, since the customer can be specified, it is printed based on the bibliography and history. This card will be explained later. At this time, the usage history of the customer can be displayed or printed.

  Returning to the process in step S305, if the collation is not successful in step S305, it is determined in step S309 whether the check-in is performed. If not checked in, the process ends.

  In the case of check-in, since new registration is performed, ID number processing is first performed in step S310. This is the assignment of an ID number. Next, in step S311, feature registration processing such as height, sex, and living body acquired earlier is performed.

  When the registration is completed, a card printing process is performed in step S312. In this case, since no address or the like is recorded in the customer DB 63, it is printed as a blank card. In the card printing described above, it may be determined whether the date of the customer's usage history is the previous day, and only in that case, the “previous accommodation place” may be printed.

  When the customer DB is mounted on the service support server, the process related to the customer DB in the above process is performed while communicating with the service support server.

  Next, a card printed by the above-described processing will be described with reference to FIG. In FIG. 19, the card is described as a guest list. As shown in the figure, the guest list is composed of a bibliography 81, a previous lodging place 82, and a bar code 80. The bibliography 81 includes a lodging date, a departure date, an occupation, an address, a name, a gender, and an age. In addition, the previous lodging place 82 includes a previous staying place and a destination.

  The bar code 80 indicates a customer ID. A new customer ID is printed as a barcode for a new customer, and a customer ID already assigned to a customer who has already been registered is printed as a barcode.

  The customer signs in the signature column of this guest list and receives the room key from the receptionist. The receptionist later inputs the bibliography written on the card by the customer using the keyboard provided in the terminal, reads the bar code of the guest list, and transmits a request to additionally record the temporarily stored customer information to the service support server.

  The service support server adds “current use facility” and “use date” in addition to the customer information requested to be recorded, and the registration of the new customer is completed.

  In this way, processing relating to check-in is performed. At this check-in, the customer receives a key, which incorporates a wireless IC that will be used later to enter a questionnaire. With this wireless IC, the room where the customer stayed can be specified.

  Two types of keys, a key holder type and a card type, will be described as examples of this key. First, the key holder type will be described. The key shown in FIG. 20 indicates a cylinder key to which a wireless IC chip tag is added as a key holder. FIG. 20 shows a key 90, a cylinder 91 in which the key 90 is enlarged, a key 92, and a wireless IC tag 93.

  Next, a card-type key will be described with reference to FIG. FIG. 21 shows a card key 94, a card reader 95, an exit switch 96, an electronic lock 98, and a controller 97.

  The card key 94 incorporates a wireless IC. The exit switch 96 is a switch used when exiting. The electronic lock 98 is a lock that operates according to an instruction from the controller 97. The controller 97 controls the card reader 95, the exit switch 96, the card reader 95, and the electronic lock 98.

  In this way, the room where the customer stays is specified by incorporating the wireless IC into the key.

  Next, a process in which the customer terminal identifies a customer when the customer inputs a questionnaire will be described with reference to FIG. This process can be applied not only to the case of having the key described above but also to the case of no key. This can be dealt with, for example, after the customer has checked out.

  In step S401, a timer for specifying a customer is set. At this time, a screen prompting the user to present a key is displayed on the screen or prompted by voice. In the next step S402, the process branches into three depending on how the customer is specified.

  First, when a customer is specified using the above-described key, key verification is performed in step S403. In the next step S404, the collated customer ID is searched from the customer DB. In step S411, a questionnaire display process is performed. At this time, for example, “XXXX use was A6” is displayed.

  The process returns to step S402. When the customer pronounces “no key”, the sensed voice is recognized by a known technique by the microphone provided in the customer terminal, and biometric feature detection is started. Instead of this “no” utterance, the gesture command disclosed in FIGS. 34 to 36 of JP-A-2002-271663 may be used.

  If the customer does not have a key in step S402, biometric feature detection is performed in step S405. In step S406, the customer is verified from the detected biometric feature. If the collation is successful in step S407, a questionnaire display process is performed in step S411. If the verification is not successful, a guidance guide is presented in step S408. This guidance guide is a guide for guiding the customer to a position where it can be easily detected in order to detect the biometric feature of the customer again. As a guidance guide, for example, “Go to the green light and say“ Questionnaire ”” is displayed or voiced. Thereafter, the process of step S402 is performed again.

  The process returns to step S402. If the customer does not present the key in step S402 and there is no pronunciation such as “No”, the timer is over in step S409. In this case, a process of displaying an apology is started in step S410, and for example, “I am sorry. I do not know who the customer is” is displayed, and the process ends.

  What is displayed by the above processing is the questionnaire screen shown in FIG. Compared to FIG. 11 in the first embodiment, as shown in the room number column 101, instead of inputting the room number, the display of the room by specifying the customer is automatically displayed. In addition, a sentence that prompts the user to present the key described earlier and answer “not” is displayed.

  Next, processing related to questionnaire input will be described with reference to FIG. In step S501, a guidance display for identifying a customer is activated. For example, the approach of the customer may be detected by a floor pressure sensor or the like.

  In the next step S502, the customer specifying process described above with reference to FIG. 22 is started. Since the questionnaire is displayed in the process, step S503 waits for input of the questionnaire. When the customer inputs a questionnaire and presses the send button, the questionnaire input application advances the process to step S504.

  In step S504, the questionnaire input application determines whether all items have been marked. If it is determined that all items are marked, the questionnaire input application transmits a questionnaire to the service support server 10.

  In step S505, the service support server 10 determines whether the emergency countermeasure item is not marked. If the emergency measure item is marked, the service support server 10 starts the program for emergency response in step S506, and executes the processing in step S507 after the processing is completed.

  If the emergency measure item is not marked, the service support server 10 proceeds to step S507, activates the discount ticket issuance processing unit 34, and registers a virtual cash voucher.

  In the next step S508, the service support server 10 activates the questionnaire accumulation management processing unit 32 and accumulates the questionnaire in the questionnaire DB 38.

  The process returns to the branch process in step S504. If the questionnaire input application determines in step S504 that all items are not marked, in step S509, an unmarked item comment is created and displayed in order to clearly show the unmarked item to the customer. Next, the questionnaire input application sets a timer in step S510. This timer is a timer for avoiding a state where the questionnaire input screen is displayed.

  In the next step S511, the questionnaire input application redisplays the questionnaire. After redisplaying the questionnaire, the questionnaire input application activates the guidance display in step S514 when the cancel button 58 is pressed in step S512 or the previously set timer is over in step S513. The process ends. If the cancel button 58 is not pressed and the timer does not run out, the questionnaire input application continues to display the questionnaire screen.

  FIG. 25 is a diagram illustrating a business flow according to the second embodiment. In this business flow, in addition to the first embodiment, it is possible to specify a customer. Thereby, it becomes possible to print the guest list, and it is possible to prevent erroneous input of the room number when the customer inputs the questionnaire.

  Further, as in the first embodiment, the total cost can be suppressed by sharing the service quality maintenance cost in the service industry. And in the service business, especially the hotel business, the reception business can be provided quickly. In addition, a “customer card” for repeater discount services is not required. In addition, it is possible to increase the efficiency of security operations at facilities used by unspecified majority.

  Embodiment 3 of the present invention will be described below with reference to the drawings.

  The third embodiment is an embodiment that is applied to service work and aims to end the settlement at the end of the service early. At least two measures have been adopted and operated as a way to end liquidation early. The first is a method of returning a rental car in the United States. When you bring a car into the return pool, the staff will read the RFID sticker attached to the windshield with a PDA terminal. Fill in a graph with the gasoline remaining amount (5 levels in total, full, intermediate, and empty), and send the remaining amount of gasoline and vehicle ID information obtained from the PDA to the host computer via wireless LAN. The customer's fee rate is determined at check-in and registered on the host computer. The calculation result returned from the host computer is printed as a “bill / receipt” from the printer provided in the PDA terminal and handed to the customer. The customer no longer has to go to the return counter.

The second is an example of “Express Checkout Service” that is also performed at a hotel stay checkout in the United States. Here, if you offer to use “Express Checkout Service” at the time of customer check-in, check-out staff will be available early in the morning of the check-out day (the same time as the morning newspaper is delivered free of charge to each room at around 4-5 AM) The bill and receipt written in advance are put in an envelope and delivered by throwing it through the gap at the bottom of the door of the room where the customer is staying.
After waking up in the morning, the customer checks the contents of the invoice while preparing for the dress. If the content is correct, the customer goes to the front desk at checkout and instead of having a meeting with the front desk staff, in the key return box in the room near the front desk staff (usually labeled Express Checkout) The checkout is completed with the key.

  The specific payment method is as follows. In other words, both when using a rental car and when using a hotel, payment is made with a credit card, and a customer approval signature is required for a credit card bill with a blank billing charge in advance. The service provider's clerk writes the amount after checkout in the blank section of this fee column, and bills the credit company. Recently, many credit companies accept billing processing using electronic payment information instead of credit card bills sent from hotels. In other words, the bill for the customer approval sign blank in the charge column has the same meaning as that the customer has approved the electronic payment between the hotel and the credit company. A customer who approves this business practice, that is, a customer who signs an invoice with a blank amount, can finish the checkout earlier. Of course, in order to find a billing mistake, the billing statement is handed to the customer separately.

  In the case of rental car use, there is not much problem because the same method is used for all cars in the same return pool. This is because the service regulations are mileage-free (mileage unlimited) and only the charges for the number of days used are charged, and the presence or absence of an accident during use can be detected by the attendant before the receipt is issued by visual inspection.

  However, the situation is different for hotel use. First of all, the unit price of the daily charge is 3 to 10 times that of a rental car, and in some cases 20 to 30 times. In addition, food and beverage charges at restaurants and bars in the hotel, usage fees for incidental facilities, such as telephone charges, cleaning charges, and in some cases, up to the souvenir shop's product price, are charged in the room by presenting the room key, The statement can take several pages over a few nights. For this reason, customers check the details of the statement at the counter at the time of checkout, and then sign the credit card bill. Some salespeople may have mistakenly overcharged (in rare cases, those who have actually been overcharged should check carefully). Because of this customer sentiment, apart from “Express Checkout Service” at the hotel, when the customer selects a dedicated channel with the in-room TV remote control, the billing details up to the customer's day are displayed in the customer DB of the computer service support server. The billing details data to the customer is converted into a video signal and transmitted to the customer's TV, and the customer can also check in the (room) room (this is called “Bill View”). When customers have time to spare, they can check the details in advance in this “Bill View”, remember or write down the total amount, and check only the total amount at checkout. There is no need to review the book at the front desk during a busy checkout.

  However, both “Express Checkout Service” and “Bill View” have problems of introduction. In other words, the “Express Checkout Service” requires hotel staff to deliver the checkout early in the morning. This is a problem that increases labor costs in the service industry. This is because the bill cannot be delivered to night guards or room maids, and the customer's trust in the hotel will be reduced unless the front person does the delivery directly. In the checkout form, all of the customer's private contents such as the telephone destination used by the customer, the time, and the food and drink contents are described. For this reason, the frequency of customer use is not so high even in hotels that have introduced the Express Checkout Service. On the other hand, “Bill View” is less frequently used by customers despite the high cost of equipment installation.

  Under these circumstances, a phenomenon called “checkout rush” occurs during the checkout time of the hotel. This is the “checkout queue” at the front desk. Travelers from other countries are particularly unfamiliar with local service charges and taxes, so there is a tendency for it to take a long time per person, such as when you want to ask questions, or when you want to give a special greeting to the front staff. Anyway, it is true that there is a time zone where there is a queue, and during the rush hours, the front desk will respond with total mobilization. This is a restriction on the rotation of the front staff who requires advanced customer service knowledge and skills, and is passed on to service costs. In particular, hotel checkout requires careful and sophisticated customer care.

  I described an example of a traveler from another country earlier, but most of the hotels that have `` Express Checkout Service '' are in the `` waiting for checkout queue '' are resident in the country The likely travelers are not much different from the feelings of travelers from other countries. In view of such a background, Embodiment 3 of the present invention provides a method in which a customer can quickly perform the check-out work of a hotel without making a significant change to the conventional practice.

  As conventional techniques related to this technique, there are Patent Documents 10, 11, 13, 14, 15 and Non-Patent Documents 1, 2.

  In addition, there are Patent Documents 8 and 9 that disclose techniques for using biometric information as a personal authentication key. Patent Document 8 proposes a method of performing fingerprint collation by “digitizing as feature point data”. In this technique, feature points are extracted and digitized from an image input image, but the quantification theory is not disclosed. As a conventional method, a method of extracting feature points from an image and pattern-matching the point distribution is widely implemented. The conventional method has a drawback in that the amount of data increases. This technique is considered to reduce the weight of data to be recorded and stored.

  Patent Document 9 proposes a “customer management system using ecological information as a customer key” that employs a method of identifying customers by capturing facial pattern information from face images and matching this information. This method can be used for fingerprints, voiceprints, and irises as well as facial prints.

  According to the technique of Patent Document 10, the means for requesting a check-in slip from a customer is performed by dialing a special number from an (extension) telephone in the guest room, and further, the slip is received by a facsimile in the guest room via the telephone extension. Has been proposed.

  In Patent Documents 11 and 12, a list of room interior photos that can be selected by the customer at the time of check-in is presented, and the customer is allowed to select a desired room using a touch panel.

  The technology in Patent Document 13 assumes that an RFID wireless tag is a card-shaped tag incorporating an IC chip and an antenna, and is used for releasing an electronic auto-lock in a room. In addition, usage result information (charged amount) at a restaurant or the like is added to the same tag at a restaurant, and is read out at checkout and settled. Further, if a customer pre-registers a place where the customer wants to go in a tag, guidance in the hall is guided to the customer according to the customer's (in-house wandering degree) walking. According to this technology, the tag is left in the room, and the customer is warned that the customer is accidentally locked out. However, because the guidance in the hall is performed in the customer's native language, it may be possible to take away the “enjoyment of customer travel”. Many customers also enjoy exploring the hotel as part of their enjoyment. "Read / write" is indispensable for RFID as a technical means. Also, it may not be suitable for applications that perform quick checkout. Furthermore, in this technology, the customer carries a non-contact IC card (passive RFID), and the control of the electronic lock lock and the payment amount at the restaurant are added to the card. Furthermore, the internal additional information (the amount of money) is displayed on the “display layer” provided on the card. However, at the time of check-out, as described in paragraph 0043, the guest confirms the usage fee (billing details) by matching the display of the IC card with display function with the usage information recorded and managed by the hotel at the front desk. . In this case, it is considered that the problem regarding the telephone bill remains. In addition, “reading and writing” is indispensable for the IC card, and it is considered that the IC card is not suitable for an application in which checkout is performed quickly.

  In the technique of Patent Literature 14, a key physical transport means is provided that completely unmanned check-in and check-out of a front business such as a hotel. It may be applicable to some services of the prepayment method (deposit method). Also, IC chip and bar code pasting (FIG. 2) have been proposed for identifying the key. However, this technique has the following problems. That is, for example, in domestic laws of most developed countries, it is not considered at all to register on an accommodation card. A usage form in which cash is deposited on a hotel ATM machine is not preferable. That is, service orientation to a more friendly customer is desirable.

  Basically, hotel service providers are striving every day to secure the customer's life and possession safely at the providing facility and use it comfortably, even if it takes several days. None of this can be mechanized at all, and it can be said that the hotel employees directly explain and support customers with smiles. In particular, in so-called luxury hotels, the service itself is a product.

  That is, in the third embodiment of the present invention, it is an object of the present invention to make it possible to quickly exit at the end of a service by configuring the customer to perform a service termination service (checkout) specialized for a hotel. . At that time, a means for the customer to take out the usage details by self-service is provided.

  Specifically, in the third embodiment of the present invention, the room key or ID tag handed over from the reception desk or the like when the customer uses the service is sent to the KIOSK terminal (customer terminal) installed at the front desk or the customer when the customer ends. By presenting, etc., the room number and locker number used by the customer are determined, and the billing details for the customer are printed out from the KIOSK terminal.

  Alternatively, a method of extracting and recognizing biometric features of the customer himself and determining the customer is used. The billing details for the customer are printed from the KIOSK terminal (customer terminal 11 in FIG. 1) as in the above configuration.

  In addition, the billing statement to be printed on the KIOSK terminal is converted into an electronic document and sent to the e-mail address addressed to the customer. The customer does not need to carry out billing statements for multiple use facilities for several days at home or at the company. After returning to the office, the billing process can be processed.

  Further, instead of sending the billing statement as an electronic document by e-mail, it is also possible to store it at the service facility provider side and provide the download according to the customer's request.

  Hereinafter, Example 3 of the present invention will be described in detail. The basic configuration is the same as in the first and second embodiments described above, and the difference from the first and second embodiments is that a configuration for improving the efficiency of checkout is provided based on the questionnaire processing technology in these embodiments. is there. In addition, the identification of the user is basically the ID card / key as described above. For users who do not hold these, personal identification is performed based on biological features.

  That is, the user / customer uses the card key with the built-in RF-ID chip of FIG. 30 or the cylinder key with the RF-ID chip tag of FIG. . If there is a queue at the front at the time of checkout, the user approaches the questionnaire input terminal shown in the lower left part of FIG. The terminal detects a user approach by a video camera or a floor pressure sensor attached to the terminal. As a result, the questionnaire process of FIG. 41 is started, and as shown in the screen display example of FIG. 44, it is prompted to present “key”.

  The user holds the key as shown in FIGS. 31 to 32 over the RF-ID tag reader of the questionnaire input terminal shown in FIG. 45, and the user specific search process shown in FIG. 42 is executed. As a result, the corresponding “room number” is specified. The Further, an inquiry task is sent to the reservation DB shown in FIG. 7 via the NIC (not shown), and a customer ID number using the room is searched.

  Further, an inquiry task is sent to the customer information DB, a user name search is performed from the customer ID number, and “user name” is obtained from the user bibliographic items shown in FIG. Then, “XXXX use was A6”, “room number”, and “user name” are displayed on the questionnaire display screen of FIG.

  After that, when the customer presses the “super speed checkout” button 151 from the touch panel, the checkout issuance process of FIG. 43 is started thereafter. In the process of FIG. 41, after that, “all mark preset (default setting)” is input as the questionnaire, but this process is not essential. All may be preset for convenience of design and implementation.

  In addition, “posture” detection is added as means for personal authentication (see FIG. 29). This technique is disclosed in Non-Patent Document 1, for example.

  The third embodiment will be described below with reference to the drawings. In addition, the same code | symbol is attached | subjected to the same component as the above-mentioned Examples 1 and 2, a process step, and the description is abbreviate | omitted. The overall system configuration is the same as that of the first and second embodiments shown in FIG.

  FIG. 27 shows the hardware configuration of each terminal. As shown in the figure, the input device 22 includes a 3D camera, an infrared receiver, and the like as customer personal authentication means. Further, the living body detection device 60 is provided with a handprint scanner. Further, the display device 23 is provided with an infrared issuing machine and is applied to customer personal authentication.

  In the software of each terminal shown in FIG. 28, a bill amount calculation unit 131 is provided. The customer DB 63 records the storage location of the electronic bill desired by the customer. In the customer DB shown in FIG. 29, an electronic billing detail storage unit 171 is provided. Further, the customer's information includes a home e-mail address, a company e-mail address, and the like, and a basic billing amount (unit price) is input and stored as a “billing rate” at the time of customer acceptance.

  30 to 32 show a key configuration using an RF-ID tag as a wireless information transmission / reception means as a hotel room key that can be used for customer personal authentication described with reference to FIGS. FIGS. 33 and 34 similarly show a key configuration in which a bar code describing a management ID number is further attached as a hotel room key that can be used for customer personal authentication. FIGS. 35 to 37 show a room key configuration using a dimple key that can be used for the same purpose as described above. Further, FIGS. 38 to 40 show a three-dimensional (3D) shape reading function, a two-dimensional barcode, and a room key with an infrared ID tag, respectively. That is, the example of FIG. 38 shows an example in which the customer's room key is photographed three-dimensionally with a camera and customer authentication is performed based on the shape of the customer's room key. The two-dimensional barcode of FIG. 39 can be applied as the barcode of FIGS. 33 and 34, and the configuration of FIG. 40 shows an example in which an infrared ID tag is provided in the room key and used for personal authentication.

  The flowchart shown in FIG. 41 corresponds to that described with reference to FIG. 24. The customer terminal 11 shown in FIG. 1 confirms the completion of user identification in step S521, and after that confirmation, the customer immediately checks in step S522. Check if you want to go out. That is, when the customer clicks the “super fast settlement” button 151 on the questionnaire screen shown in FIG. 44, invoice issuance processing (FIG. 43) is executed in step S523, and the questionnaire information is pre-set with all marks. (Step S524), and the process proceeds to step S505. Further, before the time expires in step S513, the system further waits for a questionnaire input (step S520), and returns to step S504.

  42 corresponds to the above-described processing together with FIG. 22, and here, as a means for identifying the customer, ID collation (FIGS. 30, 31, 32, 33, 34, 39, 40), a means based on the 3D key recognition method (see FIGS. 35 to 38) after step S424, and a means based on biometric recognition after step S405 can be selected. In each means, display screens such as re-presentation instruction display processing (step S423), reposition instruction display (step S426) such as an ID tag and a barcode when collation fails are displayed on the screen of the customer terminal 11.

  FIG. 43 shows an operation flowchart of a checkout issuance process performed at the customer terminal 11. From the customer DB, pre-recorded billing information for customers is read (step S601), and customer bibliographic information is read (step S602). In this case, the process for addressing the individual home (step S604) and the process addressed to the company (step S605) are selected as the invoice issuance forms set in advance by the customer. Furthermore, a predetermined personal bibliographic format (S604), a predetermined work addressed bibliographic format (S605), and a customer free entry bibliographic format (S606) are selected as the bill format. Further, if the customer desires an electronic document (Yes in S608), an email transmission (S610) and an infrared transmission to the PDA held by the customer (“infrared included in the display device 23 shown in FIG. 27”) ("Light Emitter") (S612) or stored and stored in the customer DB (S611).

  The business flow shown in FIG. 45 corresponds to the above-mentioned flow together with FIG. 25. In this case, since a billing statement is automatically issued at the customer terminal 11 especially at the time of checkout, the customer This saves you from having to wait at the front desk.

  FIG. 46 is a flowchart for explaining the form of issuing a bill. As described above, when the customer performs the checkout of the hotel, in addition to the method of issuing the bill from the customer terminal 11 provided at the hotel, the Internet It is possible to select a method for issuing electronic information directly to a home or work place via a communication network such as the above.

  As described above, according to the third embodiment of the present invention, there is no need to wait at the front desk or the like at the time of check-out in a service industry such as a hotel. It should be noted that it is desirable to provide several checkout kiosks (customer terminals 11). Further, it is not necessary for the customer to carry the usage statement to his home or office.

It is a whole block diagram in the Example of this invention. It is a hardware block diagram. It is a software block diagram. It is a figure which shows room image DB. It is a figure which shows questionnaire DB. It is a figure which shows questionnaire DB. It is a figure which shows reservation DB. It is a figure which shows charge DB. It is a figure which shows a guidance display screen. It is a figure which shows a mode that the room photograph was displayed. It is a figure which shows a questionnaire screen. It is a flowchart which shows the process which concerns on a questionnaire input. It is a flowchart which shows the process of an emergency response process part. It is a figure which shows the business flow in a present Example. It is a hardware block diagram. It is a software block diagram. It is a figure which shows customer DB. It is a flowchart which shows a user registration search process. It is a figure which shows a guest list. It is a figure which shows the key for cylinders. It is a figure which shows a card-type key. It is a flowchart which shows the process which specifies a customer. It is a figure which shows a questionnaire screen. It is a flowchart which shows the process which concerns on a questionnaire input. It is a figure which shows the business flow in a present Example. It is a figure which shows the conventional business flow. It is a figure which shows the hardware constitutions of each terminal device in Example 3 of this invention. It is a figure which shows the software structure mounted in each terminal device in Example 3 of this invention. It is a figure which shows the content of customer DB applied in Example 3 of this invention. It is a figure for demonstrating a non-contact RF-ID card key. It is a figure for demonstrating RF-ID other shoe keys. It is a figure for demonstrating a contact card key. It is a figure for demonstrating the card key which attached | subjected the barcode. It is a figure for demonstrating the cylinder key which attached | subjected the barcode. It is a figure for demonstrating a dimple key. FIG. 4 is a diagram for explaining a dimple key ((a) and (b) show when the key is not inserted into the cylinder, and (c) and (d) show when the key is inserted). It is a figure for demonstrating a dimple key cylinder. It is a figure for demonstrating a 3D shape reader. It is a figure for demonstrating a two-dimensional barcode. It is a figure for demonstrating an infrared ID tag. 12 is a flowchart illustrating processing related to questionnaire input in the third embodiment. 12 is a flowchart illustrating processing for identifying a customer in the third embodiment. 10 is a flowchart showing a checkout issuance process in the third embodiment. It is a figure for demonstrating the questionnaire input screen in Example 3. FIG. FIG. 10 is a diagram illustrating a business flow according to a third embodiment. It is a flow which shows the electronic bill specification usage example by Example 3. FIG.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Service support server 11 Customer terminal 12 Printer 13 Front terminal 14a, 14b Network 15 Employee mobile terminal 16 Customer mobile terminal 17 Extension base station 18 Mobile phone base station 20 CPU
21 I / F
22 Input device 23 Display device 24 Drive device 25 Recording medium 26 HDD
27 Memory 30 OS
31 Room Guidance Processing Unit 32 Questionnaire Accumulation Management Processing Unit 33 Reservation Management Processing Unit 34 Discount Ticket Issuance Processing Unit 35 Questionnaire Analysis Processing Unit 36 Emergency Response Processing Unit 37 Speech Synthesis / Recognition Processing Unit 38 Room Image DB
39 Questionnaire DB
40 Reservation DB
41 responsible DB
51 Information prompting input of questionnaire 52 Basic item 53 Linen cleaning item 54 Emergency response item 55 Customer preference item 56 Send button 57 Handwritten field 58 Cancel button 60 Living body detection device 61 User specific search processing unit 62 User registration search processing unit 63 Customer DB
70 Customer ID Number 71 Personal Information 72 Facility Usage Information 73 Discount Point 74 Biometric Information 80 Barcode 81 Bibliography 82 Previous Lodging 90, 92 Key 91 Cylinder 93 Wireless Tag 94 Card Key 95 Card Reader 96 Exit Switch 97 Controller 98 Electronic Lock 101 Room number field

Claims (40)

In a service support system having a service support server that supports service management for a customer and a terminal that can communicate with the service support server,
The terminal
Display means for displaying a questionnaire relating to service operation; input means for inputting the questionnaire;
Questionnaire sending means for sending the inputted questionnaire to the service support server,
The service support server includes:
A service support system comprising: a questionnaire analysis means for analyzing a received questionnaire.   The service support system according to claim 1, wherein the input unit is a touch panel.   The service support system according to claim 1, wherein the input unit is capable of inputting by voice.   The service support system according to any one of claims 1 to 3, further comprising a service information output terminal that is a terminal that outputs information related to a service to the customer for the customer who has input the questionnaire. .   The service support system according to claim 4, wherein the service information output terminal is a mobile terminal, and the service information is displayed as a barcode or text information on a display screen of the mobile terminal.   The service support system according to claim 4, wherein the service information output terminal is a printing apparatus, and the service information is printed as a barcode or character information from the printing apparatus and output.   The service support system according to any one of claims 4 to 6, wherein the information related to the service to the customer is usage fee discount information.   The service support system according to any one of claims 1 to 7, wherein the contents of the questionnaire are evaluation information for a service.   The service support system according to any one of claims 1 to 8, wherein the contents of the questionnaire are information relating to equipment failure.   10. The equipment failure is notified to a terminal of a person in charge of managing the failed equipment when the equipment failure is notified by the questionnaire result analyzing means based on the information on the equipment failure. The service support system described.   The service support system according to any one of claims 1 to 10, wherein the contents of the questionnaire are information about other persons with whom the contents of the service compete. In a service support server that supports service operations to customers using one or more terminals capable of communication,
Input promotion information display means for displaying information prompting input of a questionnaire related to service operation on the one terminal;
Questionnaire display means for displaying the questionnaire on the one terminal;
Questionnaire analysis means for analyzing a questionnaire received from the one terminal;
A service support server, comprising: service information output means for outputting information related to a service to a customer to another terminal. A service support method in a service support server that supports service operation to a customer using one or more terminals capable of communication,
A questionnaire display stage for displaying a questionnaire related to service operation on the one terminal;
A questionnaire analysis stage for analyzing a questionnaire received from the one terminal;
And a service information output step of outputting information related to the service to the customer to another terminal. In a service support system having a service support server that supports service management for a customer and a terminal that can communicate with the service support server,
The terminal
A means of identifying customers;
Display means for displaying a questionnaire relating to service operation;
Input means for inputting the questionnaire;
Questionnaire sending means for sending the inputted questionnaire to the service support server,
The service support server includes:
A service support system comprising a questionnaire analysis means for analyzing a received questionnaire. In a service support system having a service support server that supports service management for a customer and a terminal that can communicate with the service support server,
The terminal
Means for extracting the biometric features of the customer;
Display means for displaying a questionnaire relating to service operation;
Input means for inputting the questionnaire;
A questionnaire sending means for sending the customer biometric features and the inputted questionnaire to the service support server;
The service support server includes:
A service support system comprising: means for searching and collating the received biometric features of the customer from a customer database; and questionnaire analysis means for analyzing a questionnaire. In a service support system having a service support server that supports service management for a customer and a terminal that can communicate with the service support server,
The terminal
Means for extracting the biometric features of the customer;
Means for inputting a bibliography that is information about the customer declared by the customer; and means for transmitting the bibliographic features of the customer and the bibliography to a service support server;
The service support server includes:
Means for searching and collating the received biometric features of the customer from a customer database, and means for transmitting a search matching result to the terminal;
The terminal
A service support system comprising means for displaying a search collation result from the service support server.   The service support system according to claim 16, further comprising means for displaying or printing the bibliography of the customer.   The service support system according to claim 17, further comprising means for displaying or printing the usage history of the customer.   18. The service support system according to 17, wherein the biometric feature of the customer is any one or more biometric features among human phase, fingerprint, iris, voiceprint, and height. In a service support system having a service support server that supports service management for a customer, a service operator terminal that can communicate with the service support server, and a service user terminal,
The service operator terminal has means for inputting a bibliography that is information related to the customer reported by the customer and a service target for the customer, and means for transmitting the bibliography and service content to a service support server. ,
The service user terminal transmits means for reading a use target ID from a tag carried by the customer, means for inputting the customer's intention to end service use, and transmits the use target ID and the service end intention to a service support server. And means for displaying or printing the usage information for the customer received from the service support server,
The service support server includes means for storing the bibliographic information of the customer received from a service operator terminal in a customer database, means for storing a service target for the customer in a reservation database, and the service user terminal received from the service user terminal. Means for identifying the customer from the usage target ID; means for creating customer usage information from the customer's intention to terminate service usage received from the service user terminal; and transmitting the customer usage information to the service user terminal And a service support system. In a service support system having a service support server that supports service management for a customer, a service operator terminal that can communicate with the service support server, and a service user terminal,
The service operator terminal has means for inputting a service target for the customer, and means for transmitting the service content to a service support server,
The service user terminal reads a usage target ID from a tag carried by the customer, a means for inputting the customer's intention to end service usage, and transmits the usage target ID and the service end intention to a service support server. Means, and means for displaying or printing usage information for the customer received from the service support server,
The service support server includes means for storing a service target for the customer received from a service operator terminal in a reservation database, means for specifying the customer from the use target ID received from a service user terminal, and service use. A service support system, comprising: means for creating customer usage information from the customer's intention to end service usage received from the customer terminal; and means for transmitting the customer usage information to the service user terminal. In a service support system having a service support server that supports service management for a customer, a service operator terminal that can communicate with the service support server, and a service user terminal,
The service operator terminal has means for inputting a service target for the customer, and means for transmitting the service content to a service support server,
The service user terminal transmits means for reading a use target ID from a tag carried by the customer, means for inputting the customer's intention to end service use, and transmits the use target ID and the service end intention to a service support server. Means for displaying the usage information for the customer received from the service support server, means for inputting the bibliographic item for the customer, and printing the usage information for the customer and the bibliographic item for the customer. Means,
The service support server includes means for storing a service target for the customer received from a service operator terminal in a reservation database, means for specifying the customer from the use target ID received from a service user terminal, and service use. A service support system, comprising: means for creating customer usage information from the customer's intention to end service usage received from the customer terminal; and means for transmitting the customer usage information to the service user terminal.   The use target ID carried by the customer is activated by electromagnetic induction from the reading means provided in the user terminal, and the RFID tag is composed of an RFID chip and an antenna that wirelessly transmits the use target ID information stored in advance in the tag 23. The service support system according to claim 20, wherein the service support system is any one of claims 20 to 22.   The usage target ID carried by the customer is a card composed of an RFID chip and an antenna that is activated by electromagnetic induction from the reading means provided in the user terminal and wirelessly transmits the usage target ID information stored in advance in the tag. The service support system according to any one of claims 20 to 22, wherein the service support system is provided.   The usage ID carried by the customer is a receiving means provided in the user terminal, an IC chip that is activated by a switch operation of the customer and wirelessly transmits usage target ID information stored in a tag in advance, and an LED. The service support system according to any one of claims 20 to 22, wherein the tag is a configured tag.   23. The usage target ID carried by the customer comprises reading means provided in the user terminal and a usage target ID information printed matter recorded in advance on a tag as a barcode. The service support system according to item 1.   23. The usage target ID carried by the customer comprises reading means provided in the user terminal and a usage target ID information printed matter recorded in advance in a two-dimensional barcode on a tag. The service support system according to any one of the above.   The use target ID carried by the customer recognizes the use target ID from the three-dimensional shape reading means provided in the user terminal and the key shape used when the customer uses the service to release the target cylinder key. The service support system according to any one of claims 20 to 22, further comprising: means.   The service support system according to any one of claims 20 to 22, wherein the means for inputting the customer's intention to end service use is a touch panel input means.   The service support system according to any one of claims 20 to 22, wherein the means for inputting the customer's intention to end service use is voice input and voice recognition means.   23. The service support system according to claim 20, further comprising means for converting usage information for the customer into an electronic document.   The means for converting the usage information to the customer into an electronic document and the means for sending to a mail address registered in advance by the customer are provided. Service support system.   The means for converting the usage information for the customer into an electronic document and the means for storing the electronic document for the customer in the service support server are provided. The service support system described. In a service support system having a service support server that supports service management for a customer, a service operator terminal that can communicate with the service support server, and a service user terminal,
The service operator terminal has a bibliography that is information about the customer reported by the customer, a means for inputting a service target for the customer, and a means for transmitting the bibliography and service contents to a service support server,
A service user terminal, means for extracting the biological features of the customer, means for inputting the customer's intention to end service use, means for transmitting the use target ID and the service end intention to a service support server, Means for displaying or printing usage information for the customer received from the service support server,
The service support server includes means for storing the bibliographic information of the customer received from a service operator terminal in a customer database, means for storing a service target for the customer in a reservation database, and the service user terminal received from the service user terminal. Means for identifying the customer from the biological features of the customer; means for creating customer usage information from the customer's intention to terminate service usage received from the service user terminal; and And a means for transmitting to the service support system. In a service support system having a service support server that supports service management for a customer, a service operator terminal that can communicate with the service support server, and a service user terminal,
The service operator terminal has means for inputting a service target for the customer, and means for transmitting the service content to a service support server,
A service user terminal, means for extracting the customer's biometric features, means for inputting the customer's intention to end service use, and means for transmitting the customer's biometric features and the service end intention to a service support server And means for displaying or printing usage information for the customer received from the service support server,
The service support server includes means for accumulating a service target for the customer received from a service operator terminal in a reservation database, means for identifying the customer from the biometric features of the customer received from a service user terminal, Service support comprising: means for creating customer usage information from the customer's intention to terminate service usage received from the service user terminal; and means for transmitting the customer usage information to the service user terminal system. In a service support system having a service support server that supports service management for a customer, a service operator terminal that can communicate with the service support server, and a service user terminal,
The service operator terminal has means for inputting a service target for the customer, and means for transmitting the service content to a service support server,
A service user terminal, means for extracting the customer's biometric features, means for inputting the customer's intention to end service use, and means for transmitting the customer's biometric features and the service end intention to a service support server Means for displaying usage information for the customer received from the service support server, means for inputting the bibliographic item of the customer, and means for printing the usage information for the customer and the bibliographic item of the customer. Have
The service support server includes means for accumulating a service target for the customer received from a service operator terminal in a reservation database, means for identifying the customer from the biological features of the customer received from a service user terminal, Service support comprising: means for creating customer usage information from the customer's intention to terminate service usage received from the service user terminal; and means for transmitting the customer usage information to the service user terminal system.   37. The biological feature of the customer is any one or more of biological features of human phase, fingerprint, iris, voiceprint, height, posture, and DNA. Service support system according to item.   37. The service support system according to any one of claims 34 to 36, further comprising means for converting usage information for the customer into an electronic document.   37. The service according to any one of claims 34 to 36, comprising means for converting usage information for the customer into an electronic document, and means for transmitting to a mail address registered in advance by the customer. Support system. 37. The apparatus according to claim 34, further comprising: means for converting usage information for the customer into an electronic document; and means for storing the electronic document for the customer in the service support server. The service support system described.