JP2009245290A - System, method, and program for managing customer guide - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To receive reservation from a customer intended to visit a store, and also to adequately guide the customer to the counter when the customer visits the store. <P>SOLUTION: The control part 21 of a customer guide management server 20 receives access from a portable telephone terminal 10, and obtains visiting schedule time. Then, The control part 21 performs determination processing on whether correspondence completion predicting time is past the visit schedule time or not. The control part 21 checks the necessity of the preservation by transmitting a confirmation screen data when the correspondence completion predicting time is past the visiting schedule time. Meanwhile, when the correspondence completion predicting time is not past the visiting schedule time, the control part 21 monitors the correspondence completion predicting time which is recorded in a correspondence predicting data storage part 23, and the control part 21 performs processing to set a calling number with respect to the preservation when the visiting schedule time past the correspondence completion predicting time is detected, and then, notifies the calling number to the customer. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a customer guidance management system, a customer guidance management method, and a customer guidance management program for accepting a reservation from a customer who is planning to visit a store and guiding the customer to a window accurately when visiting the store.

  In the reception service corresponding to the bank counter, the business from each customer is processed in the order of visits. A customer guidance system is used for such processing. In this customer guidance system, a ticketing terminal is installed in a store, and a receipt slip with a number is provided to a visitor. The issued numbers are sequentially displayed at the counter window to guide customers. Further, a customer guidance system for guiding a customer to an appropriate counter window has been studied in order to efficiently provide a service operation according to the customer's attributes and the customer's situation (see, for example, Patent Document 1). .) The customer guidance system described in this document calculates the waiting time of each window. Then, compare the waiting time of each counter, and if the waiting time of the counter window is shorter, the customer is prompted to select a counter window, and a window for processing the customer's business based on the selection result is displayed. Allocate.

Also, a system for accepting at a window within a predetermined waiting time has been studied (see, for example, Patent Document 2). In the window calling system described in this document, the reception management device, when the product of the average processing time in the window service and the number of the calling ticket issued in the receiving device exceeds the product of the guaranteed waiting time and the number of window opening In addition, a window for providing a service that guarantees the waiting time is set. Further, in accordance with the guaranteed waiting time, the average processing time in the window service, and the number of windows opened, the calling control of the calling ticket for the service for guaranteeing the waiting time is performed.
JP 2002-222322 A (first page) Japanese Patent Laying-Open No. 2005-196313 (first page)

  In the above-mentioned patent document, customer service is performed by changing the type and number of windows. In addition, in order to shorten the waiting time, a reservation may be made by notifying the store visit time in advance. In this case, it is also possible to provide a dedicated window for separating customers who have come directly to the store without reservation and customers who have made reservations. However, in this case, it is necessary to determine the number of windows and the corresponding window according to the number of customers who have reservations and customers who have no reservations. Here, it is convenient to be able to respond smoothly to customers with reservations and customers without reservations using a common window.

  The present invention has been made in order to solve the above-mentioned problems, and its purpose is to receive a reservation from a customer who is planning to visit the store, and to accurately guide the customer to the window when visiting the store, To provide a customer guidance management method and a customer guidance management program.

In order to solve the above-mentioned problems, the invention described in claim 1 is characterized in that a call number information storage means for recording information for specifying a call order with respect to a call number assigned to a customer waiting for a call, and a communication with a user terminal A customer guidance management system comprising: a control means for performing the following operation: when the reservation is accepted from the user terminal, the control means is recorded in the call number information storage means; Means for acquiring a predicted response completion time waiting for the current turn using a call number; when the response completion expected time exceeds an expected arrival time, the current call number is reserved for reservation and the call number The gist is provided with means for recording in the information storage means and means for transmitting the call number to the user terminal.

  The invention according to claim 2 is the customer guidance management system according to claim 1, further comprising a corresponding unit time information storage unit in which the corresponding unit time is stored, wherein the control unit includes the corresponding unit time in the corresponding unit time. The gist is to calculate the expected completion time by multiplying the number of waiting queues recorded in the call number information storage means.

  According to a third aspect of the present invention, in the customer guidance management system according to the first or second aspect of the present invention, when the user arrives, the call number of the user is acquired, and the control means is configured to obtain the current call number as follows: If the call number is larger than the user's call number, the call number information storage means sets the call order for re-calling.

  According to a fourth aspect of the present invention, in the customer guidance management system according to any one of the first to third aspects, the control system further includes a permissible range information storage unit that records a permissible range for performing a recall. The gist is that the means sets a call order for performing a re-call when the arrival time of the user is within an allowable range of the estimated arrival time.

  According to a fifth aspect of the present invention, the customer guidance management system according to the fourth aspect further comprises user attribute information storage means for recording user attributes, wherein the permissible range information storage means includes user attributes. The allowable range is recorded accordingly, and the control unit acquires the allowable range according to the user attribute from the allowable range information storage unit, and sets the allowable range for performing the recall. To do.

  The invention according to claim 6 is a customer comprising call number information storage means for recording information for specifying a call order for a call number assigned to a customer waiting for a turn, and control means for communicating with a user terminal. A method for managing customer guidance using a guidance management system, wherein the control means obtains an estimated arrival time when a reservation is received from the user terminal, the call number information storage means Using the recorded call number to obtain the expected response completion time for the current turn waiting; if the expected response completion time exceeds the expected arrival time, the current call number is reserved for reservation. The gist is to execute the step of recording in the call number information storage means and the step of transmitting the call number to the user terminal.

  The invention according to claim 7 is a customer comprising call number information storage means for recording information for specifying a call order for a call number assigned to a customer waiting for a turn, and control means for communicating with a user terminal. A program for managing customer guidance using a guidance management system, wherein the control means, when accepting a reservation from the user terminal, means for obtaining an estimated arrival time, in the call number information storage means Means for obtaining a predicted response completion time for the current turn waiting using the recorded call number, and if the response completion expected time exceeds the expected arrival time, the current call number is reserved for reservation; The gist of the present invention is that it functions as means for recording in the call number information storage means and means for transmitting the call number to the user terminal.

(Function)
According to the first, sixth, or seventh aspect of the invention, when the control unit accepts a reservation from the user terminal, the predicted arrival time is acquired. Then, using the call number recorded in the call number information storage means, the current expected waiting time for completion of response is obtained. Here, when the expected response completion time exceeds the expected arrival time, the current call number is reserved for reservation, recorded in the call number information storage means, and this call number is transmitted to the user terminal. As a result, a call number corresponding to the estimated arrival time can be provided to the user. Therefore, even when a customer who has a reservation and a customer who has no reservation coexist, it is possible to guide to the window using a common call number. Further, since the customer is guided to the window in the order of the calling numbers, the customer can smoothly receive the window without being confused.

  According to the second aspect of the present invention, the control means multiplies the corresponding unit time by the number of waiting orders recorded in the call number information storage means to calculate the expected response completion time. As a result, it is possible to calculate a probable response completion expected time according to the congestion situation.

  According to the third aspect of the present invention, when the current calling number is larger than the calling number of the user, the control means sets the calling order for re-calling in the calling number information storage means. To do. As a result, it is possible to receive a counter service even when a reservation customer arrives late.

  According to the fourth aspect of the present invention, the control means sets the call order for performing the recall when the arrival time of the user is within the allowable range of the expected arrival time. Thereby, appropriate reservation management can be performed.

  According to the fifth aspect of the present invention, the control means acquires the allowable range according to the user attribute from the allowable range information storage means, and sets the allowable range for performing the recall. Thereby, preferential treatment in calling can be achieved according to the attribute of the user.

  According to the present invention, it is possible to accept a reservation from a customer who is planning to visit the store and to be accurately guided to the window when visiting the store.

  Hereinafter, an embodiment embodying the present invention will be described with reference to FIGS. This embodiment will be described as a customer guidance management system, a customer guidance management method, and a customer guidance management program used when providing a calling number reservation service when visiting a store using a customer's mobile phone terminal.

  In this embodiment, as shown in FIG. 1, a mobile phone terminal 10 as a user terminal, a bank customer guidance management server 20, a reception terminal 30, and a window terminal 40 are used. Here, the customer guidance management server 20 communicates with the user's mobile phone terminal 10 via the mobile phone network.

  When using the reservation service of this embodiment, the user's mobile phone terminal 10 is used. The mobile phone terminal 10 is connected to a base station of a mobile phone network, and performs communication processing for sending and receiving calls and emails. For this purpose, the mobile phone terminal 10 includes a control unit, a display unit, and an input unit. This display unit displays an electronic mail received by the mobile phone terminal 10, a user instruction at the time of program execution, and the like. The input unit has a selector button and a mode change button in addition to the dial number button. The mobile phone terminal 10 includes various programs for executing a mail mode for sending / receiving electronic mail, a browser mode for displaying a web page, and the like in addition to the normal telephone mode.

The customer guidance management server 20 is a computer system for guiding customers who visit the store to the window. As shown in FIG. 1, the customer guidance management server 20 includes a control unit 21, a parameter data storage unit 22, a corresponding prediction data storage unit 23, a reservation management data storage unit 24, an acceptance management data storage unit 25, and a customer management data storage unit 26. It has. The control unit 21 performs processing for guiding a customer to the store to the window. The control unit 21 includes a CPU, a RAM, a ROM, and the like as control means, and performs processing described later (processing such as a call order management stage, an estimated time management stage, a reservation reception stage, and an arrival management stage). By executing the customer guidance management program for this purpose, the control unit 21 functions as a call order management unit 210, an estimated time management unit 211, a reservation reception unit 212, an arrival management unit 213, etc., as shown in FIG. .

  When receiving the store visit notification from the reception terminal 30, the calling order management unit 210 registers the reception management record 250 in the reception management data storage unit 25. Further, when a customer correspondence notification is received from the window terminal 40, the reception management record 250 recorded in the reception management data storage unit 25 is updated. Then, the calling number that has arrived is notified to the window terminal 40, and the process of guiding the customer to the window is executed.

  The predicted time management unit 211 uses the reception management record 250 recorded in the reception management data storage unit 25 to predict the time when the currently waiting customer is completed, and records it in the corresponding prediction data storage unit 23. .

The reservation accepting unit 212 acquires a reservation request from the mobile phone terminal 10 and records a reservation management record 240 in the reservation management data storage unit 24. Furthermore, the reservation receiving means 212 monitors the expected response completion time recorded in the response prediction data storage unit 23, and secures a call number for this customer when the expected response completion time exceeds the scheduled visit time. .
The arrival management means 213 executes processing for guiding the customer who has made a reservation to the counter when the customer arrives at the store.

  The parameter data storage unit 22 functions as a corresponding unit time information storage unit and an allowable range information storage unit. As shown in FIG. 2A, the parameter data storage unit 22 records a parameter record 220 used for providing a reservation service. This parameter record 220 is recorded when parameters for the reservation service are set. The parameter record 220 is configured to include data relating to the unit correspondence time, the normal customer allowable time, and the preferential customer allowable time.

In the unit correspondence time data area, data relating to a statistical value (here, an average value) of the time required for one customer to respond at the counter is recorded.
In the normal customer allowable time data area, data related to the allowable time in which the calling number is valid when a normal customer is late is recorded.

  In the preferential customer permissible time data area, data relating to the permissible time for which the call number is valid when the preferential customer is delayed is recorded. In this embodiment, the preferential customer allowable time is set longer than the normal customer allowable time.

In the correspondence prediction data storage unit 23, as shown in FIG. 2B, a correspondence prediction record 230 is recorded. This correspondence prediction record 230 is recorded when a waiting time management process described later is executed. The correspondence prediction record 230 is configured to include data relating to the correspondence completion prediction time.
In the expected response completion time data area, data related to the expected completion time of response is recorded for all customers waiting in turn.

  In the reservation management data storage unit 24, as shown in FIG. 2 (c), a reservation management record 240 for store visit reservation is recorded. This reservation management record 240 is recorded when a reservation is received from a customer. The reservation management record 240 includes data related to a reservation identifier, a reservation reception time, a customer identifier, a planned visit time, and a status.

Data related to an identifier for specifying each reservation is recorded in the reservation identifier data area.
In the reservation reception time data area, data related to the date and time when the reservation is received is recorded.

In the customer identifier data area, data relating to an identifier for identifying the customer who made this reservation is recorded.
In the scheduled visit time data area, data relating to the scheduled time (estimated arrival time) at which the customer visits is recorded.

  In the status data area, data for specifying the correspondence status of this reservation is recorded. In this embodiment, when a call number is assigned to this reservation, a “registered” flag is recorded.

  The reception management data storage unit 25 functions as a call number information storage unit. Then, as shown in FIG. 3A, the reception management data storage unit 25 stores a reception management record 250 for managing the waiting order corresponding to the window. This reception management record 250 is recorded when a receipt slip is issued to a customer who visits the store or when a call number is given to a reservation customer. The reception management record 250 includes data regarding a call number, a customer identifier, a status, a corresponding contact identifier, and a reservation flag.

  In the call number data area, data relating to an identifier (number) for calling a customer waiting for a turn is recorded. In this embodiment, a number obtained by adding “1” in order from the smallest number is used. This calling number is printed on the reception slip at the reception terminal 30.

  In the customer identifier data area, data relating to an identifier for identifying a customer waiting for the turn is recorded. If the customer cannot be specified at the time of reception, the customer identifier data area is blank.

  In the status data area, a flag for specifying the response status waiting for the turn is recorded. In the present embodiment, an “unsupported” flag, a “next call” flag, a “call” flag, a “no response” flag, and a “complete” flag are recorded. The “unsupported” flag is initially set when the reception management record 250 is generated. The “next call” flag is recorded to specify the reception management record 250 to be called next. The “call” flag is recorded in order to identify the reception management record 250 that has made the call. The “no response” flag is recorded in order to identify the reception management record 250 that does not respond even when called. The “completed” flag is recorded in order to identify the reception management record 250 that has completed the contact handling.

In the corresponding contact identifier data area, data relating to an identifier for identifying the contact that has guided the customer is recorded.
In the reservation flag data area, a flag for identifying a visit without reservation and a visit after reservation is recorded for this waiting for the turn. In the present embodiment, when a store visit reservation is made, a “reservation” flag is recorded.

  The customer management data storage unit 26 functions as user attribute information storage means. In the customer management data storage unit 26, as shown in FIG. 3B, a customer management record 260 relating to user attributes of customers of financial institutions is recorded. This customer management record 260 is recorded when registered as a customer of a financial institution. The customer management record 260 includes a customer identifier, a password, an email address, a deposit account identifier, and data related to the customer type.

Data relating to an identifier for identifying each customer is recorded in the customer identifier data area.
In the password data area, data related to a password used for user authentication of the customer is recorded.

In the mail address data area, data related to the mail address of the customer's mobile phone terminal 10 is recorded.
In the deposit account identifier data area, data relating to an identifier (account type code, main branch code, account number) for specifying a deposit account for which the customer is a holder is recorded.
In the customer type data area, data relating to an identifier for specifying the attribute of the customer is recorded. Specifically, a preferential flag is recorded in the case of a preferential customer.

  The reception terminal 30 includes a display unit that displays a guidance instruction to a customer, a cash card insertion slot, and a reception slip discharge slot. This display unit is configured by a touch panel display. Then, a guidance instruction to the customer is displayed, and data input processing can be performed by touching the display screen with a finger or the like.

  The counter terminal 40 is a computer terminal for displaying customer information corresponding to the counter staff and guiding the customer to the counter. The window terminal 40 includes output means such as a display and input means such as a keyboard and a mouse. If there is no response even if the customer waiting for the turn is called, the contact person in charge inputs a notification instruction for “no response” at the contact terminal 40.

  Further, when the person in charge at the counter finishes dealing with the customer, a notification instruction for “completion of correspondence” is input at the window terminal 40. In this case, the window terminal 40 transmits a customer response notification (no response notification or response completion notification) to the customer guidance management server 20. The customer correspondence notification includes data related to the calling number of the customer.

  Furthermore, a call number display board 45 for displaying a call number is connected to each window terminal 40. The call number acquired from the customer guidance management server 20 is output to the call number display board 45. Then, the customer is guided to the window using the call number displayed on the call number display board 45.

  A processing procedure in the case of guiding a customer to a window using the system configured as described above will be described. Here, in order waiting reception processing (FIG. 4A), customer correspondence processing (FIG. 4B), waiting time management processing (FIG. 5), reservation reception processing (FIG. 6), arrival management processing (FIG. 7). We will explain in order.

(Standby acceptance process)
First, the order waiting reception process will be described with reference to FIG.
Here, the control part 21 of the customer guidance management server 20 performs reception process of a store visit notification (step S1-1). Specifically, on the touch panel display of the reception terminal 30, when a customer who has visited the store inputs a ticket issuing request, the reception terminal 30 transmits a store visit notification to the customer guidance management server 20. Here, when a cash card is inserted in the reception terminal 30, the reception terminal 30 includes data on the deposit account identifier recorded in the cash card in the store visit notification. Then, the calling order management unit 210 of the control unit 21 of the customer guidance management server 20 receives a store visit notification from the reception terminal 30.

In this case, the control unit 21 of the customer guidance management server 20 executes reception management data recording processing (step S1-2). Specifically, the call order management unit 210 of the control unit 21 is a reception management record 250 in which no reservation flag is recorded, and is a call number obtained by incrementing the maximum value of the call number of the record in which an unsupported flag is recorded. Is identified. Here, when this call number is already used in the reception management record 250 in which the reservation flag is recorded, the next number is specified as the call number. Then, the call order management unit 210 generates a reception management record 250 to which this call number is assigned and records it in the reception management data storage unit 25. Here, when the store visit notification including the data related to the deposit account identifier is acquired from the reception terminal 30, the calling order management unit 210 extracts the customer identifier corresponding to the deposit account identifier from the customer management data storage unit 26, The reception management record 250 is recorded. Further, an “unsupported” flag is recorded in the status data area, and the reservation flag data area is left blank.

  Next, the control unit 21 of the customer guidance management server 20 executes a call number output process for the reception terminal 30 (step S1-3). Specifically, the call order management unit 210 of the control unit 21 notifies the reception terminal 30 of the call number of the reception management record 250. In this case, the reception terminal 30 outputs a reception form on which this call number is printed. The customer who has acquired this receipt slip waits until his call number is displayed on the call number display board 45.

(Customer handling)
Next, the customer service process will be described with reference to FIG.
Here, the control unit 21 of the customer guidance management server 20 executes a process for receiving a customer correspondence notification (here, no response notification or correspondence completion notification) (step S2-1). Specifically, when a non-response notification instruction is input by the counter person in charge, the counter terminal 40 transmits a non-response notification to the customer guidance management server 20. When the customer service completion notification instruction is input by the contact person, the window terminal 40 transmits a response completion notification to the customer guidance management server 20. These customer-facing notifications include data relating to a window identifier for identifying each window. Then, the calling order management unit 210 of the control unit 21 of the customer guidance management server 20 receives the customer correspondence notification from the window terminal 40.

  In this case, the control unit 21 of the customer guidance management server 20 executes reception management data update processing (step S2-2). Specifically, the call order management unit 210 of the control unit 21 changes the status of the call number reception management record 250 included in the customer correspondence notification. Here, when a no-response notification is received, a “no-response” flag is recorded as a status, and when a response completion notification is received, a “complete” flag is recorded.

  Next, the call order management unit 210 extracts the reception management record 250 in which the “next call” flag is recorded, and records the “call” flag in this status data area. Further, the calling order management unit 210 records a window identifier for specifying the window in the corresponding window identifier data area.

  Further, the call order management unit 210 acquires the call number (current call number) recorded in the reception management record 250. Then, the reception management record 250 in which the next call number is recorded with respect to the current call number is extracted from the reception management records 250 in which the “unsupported” flag is recorded. Then, a “next call” flag is recorded in the status data area of the reception management record 250.

  Next, the control unit 21 of the customer guidance management server 20 executes a call number output process on the window terminal 40 (step S2-3). Specifically, the call order management means 210 of the control unit 21 notifies the window terminal 40 of the current call number. In this case, the window terminal 40 outputs the received call number to the call number display board 45. As a result, customers waiting in turn are guided to the window.

(Waiting time management process)
Next, the waiting time management process will be described with reference to FIG.
Here, the control part 21 of the customer guidance management server 20 performs a determination process about whether the waiting state has changed (step S3-1). Specifically, the expected time management unit 211 of the control unit 21 monitors the reception management data storage unit 25 and confirms whether the reception management record 250 is newly registered or updated. If a change in the waiting state cannot be detected, the process waits as it is ("NO" in step S3-1).

  Here, when a change in the waiting state is detected (in the case of “YES” in Step S3-1), the control unit 21 of the customer guidance management server 20 executes a calculation process of the waiting number of people (Step S3-2). ). Specifically, the expected time management unit 211 of the control unit 21 extracts the reception management records 250 in which the “unsupported” flag is recorded in the reception management data storage unit 25 and counts the number of the reception management records 250. By doing so, the number of people waiting in turn is calculated.

  Next, the control part 21 of the customer guidance management server 20 performs the calculation process of the correspondence completion expected time waiting for the current turn (step S3-3). Specifically, the expected time management unit 211 of the control unit 21 acquires the unit corresponding time recorded in the parameter data storage unit 22. Then, the expected time management unit 211 multiplies the unit correspondence time by the number of people waiting in turn and calculates the total correspondence time required for the counter correspondence. Next, the expected time management unit 211 obtains the current time from the system timer, adds the total corresponding time to the current time, and calculates the expected response completion time.

  Next, the control part 21 of the customer guidance management server 20 performs the registration process of response completion estimated time (step S3-4). Specifically, the expected time management unit 211 of the control unit 21 updates the correspondence prediction record 230 recorded in the correspondence prediction data storage unit 23 using the calculated correspondence completion expected time.

(Reservation reception management process)
Next, the reservation acceptance management process will be described with reference to FIG. When the user makes a store visit reservation, the mobile phone terminal 10 is used to access the customer guidance management server 20.

  In this case, the control part 21 of the customer guidance management server 20 performs a reservation reception process (step S4-1). Specifically, the reservation receiving unit 212 of the control unit 21 transmits authentication screen data for inputting a customer identifier and a password to the mobile phone terminal 10. And the data regarding the customer identifier and password input in the mobile telephone terminal 10 are acquired. In this case, the reservation receiving unit 212 performs user authentication by comparing the received customer identifier and password with the customer identifier and password recorded in the customer management data storage unit 26. Here, when user authentication is not possible, the mobile phone terminal 10 is notified to that effect and access is denied.

  When the user authentication is completed, the control unit 21 of the customer guidance management server 20 executes a process for acquiring the scheduled visit time (step S4-2). Specifically, the reservation receiving means 212 of the control unit 21 transmits time setting screen data for inputting the scheduled visit time to the mobile phone terminal 10. And the data regarding the store visit scheduled time input in the mobile telephone terminal 10 are acquired. In this case, the reservation receiving unit 212 generates a reservation management record 240 to which a reservation identifier is assigned, and records data related to the reservation reception time, customer identifier, scheduled visit time, and status. Here, the current time is recorded in the reservation reception time data area, and the customer identifier authenticated by the user is recorded in the customer identifier data area. In addition, the scheduled visit time acquired from the mobile phone terminal 10 is recorded in the planned visit time data area, and the status data area is left blank.

  Next, the control part 21 of the customer guidance management server 20 performs the acquisition process of response completion estimated time (step S4-3). Specifically, the reservation receiving unit 212 of the control unit 21 extracts the expected completion time of correspondence recorded in the correspondence prediction data storage unit 23.

  Next, the control unit 21 of the customer guidance management server 20 executes a determination process as to whether or not the expected response completion time has already passed the scheduled visit time (step S4-4). Specifically, the reservation accepting means 212 of the control unit 21 compares the expected completion time of response acquired from the expected response data storage unit 23 with the expected visit time acquired in the previous step.

  If the expected response completion time has already passed the planned visit time (in the case of “YES” in step S4-4), the control unit 21 of the customer guidance management server 20 executes a transmission process of confirmation screen data (step) S4-5). Specifically, the reservation receiving unit 212 of the control unit 21 generates confirmation screen data including the expected response completion time as the expected response time. In addition, the confirmation screen data includes an icon for selecting whether or not a reservation is desired at the estimated predicted time. Then, the reservation receiving unit 212 transmits the confirmation screen data to the mobile phone terminal 10.

  When data “No reservation request” is acquired from the mobile phone terminal 10 on the confirmation screen (“NO” in step S4-6), the control unit 21 of the customer guidance management server 20 performs the reservation reception management process. Exit.

  On the other hand, when the expected response completion time has not passed the scheduled visit time (in the case of “NO” in step S4-4), the control unit 21 of the customer guidance management server 20 acquires the changed expected response completion time. Is executed (step S4-7). Specifically, the reservation accepting unit 212 of the control unit 21 monitors the correspondence prediction data storage unit 23 and periodically obtains a correspondence completion expected time.

  And the control part 21 of the customer guidance management server 20 performs the determination process about whether the response completion estimated time passed the store visit scheduled time (step S4-8). Specifically, the reservation accepting unit 212 of the control unit 21 compares the expected completion time of response acquired from the expected response data storage unit 23 with the expected visit time recorded in the reservation management data storage unit 24. When the expected response completion time has not passed the scheduled visit time (in the case of “NO” in step S4-8), the processing for obtaining the expected response completion time (step S4-7) is repeated.

  If it is detected that the expected response completion time has passed the scheduled visit time (in the case of “YES” in step S4-8), the control unit 21 of the customer guidance management server 20 executes a call number setting process. (Step S4-9). Specifically, the reservation receiving unit 212 of the control unit 21 generates a new reception management record 250. In the reception management record 250, the next call number is registered to secure the call number for the store visit reservation. Furthermore, the reservation receiving unit 212 sets a customer identifier that has received a reservation and a “reservation” flag in the reception management record 250. The same process is executed when data “reservation requested” is acquired on the confirmation screen from the mobile phone terminal 10 (in the case of “YES” in step S4-6).

  Next, the control unit 21 of the customer guidance management server 20 executes a call number notification process (step S4-10). Specifically, the reservation receiving means 212 of the control unit 21 acquires an email address associated with the customer identifier of the customer from the customer management data storage unit 26. Then, the reservation receiving means 212 transmits an e-mail including a call number to this e-mail address.

(Arrival management processing)
Next, the arrival management process will be described with reference to FIG. This process is performed when the reservation customer arrives at the store.

  First, the control part 21 of the customer guidance management server 20 performs an arrival reception process (step S5-1). Specifically, the user performs arrival input at the reception terminal 30. Here, the call number received at the mobile phone terminal 10 is input to the reception terminal 30. In this case, the reception terminal 30 transmits an arrival notification to the customer guidance management server 20. This arrival notification includes data relating to the input call number. Then, the arrival management unit 213 of the control unit 21 receives the arrival notification from the reception terminal 30.

  Next, the control unit 21 of the customer guidance management server 20 determines whether the currently called call number (current call number) is larger than the call number (reserved customer call number) input to the receiving terminal 30. Is executed (step S5-2). Specifically, the arrival management unit 213 of the control unit 21 acquires the call number (current call number) of the reception management record 250 in which the “call” flag is recorded from the reception management data storage unit 25. Then, the calling number being called is compared with the calling number (reserved customer calling number) acquired from the reception terminal 30.

  If the current call number is smaller than the reserved customer call number (in the case of “NO” in step S5-2), the control unit 21 of the customer guidance management server 20 executes a standby instruction process until the turn arrives (step S5-3). ). Specifically, the arrival management means 213 of the control unit 21 causes the display of the receiving terminal 30 to output a message for waiting until the order arrives.

  On the other hand, when the current call number is larger than the reservation customer call number (in the case of “YES” in step S5-2), the control unit 21 of the customer guidance management server 20 executes the calculation process of the allowable time according to the user attribute. (Step S5-4). Specifically, the arrival management unit 213 of the control unit 21 acquires the customer management record 260 of the customer from the customer management data storage unit 26. Then, the arrival management means 213 confirms whether or not the preferential flag is recorded in the customer management record 260. Here, when the preferential flag is recorded in the customer management record 260, the arrival management unit 213 acquires the preferential customer allowable time from the parameter data storage unit 22. On the other hand, when the preferential flag is not recorded in the customer management record 260, the normal customer allowable time is acquired from the parameter data storage unit 22.

  And control part 21 of customer guidance management server 20 performs judgment processing about whether it is in permissible time (Step S5-5). Specifically, the arrival management means 213 of the control unit 21 calculates an allowable time (allowable range) obtained by adding an allowable time to the scheduled visit time. Then, the arrival management unit 213 acquires the current time from the system timer, and compares the current time with the allowable time.

  If the current time is still within the allowable range (in the case of “YES” in step S5-5), the control unit 21 of the customer guidance management server 20 sets the reservation customer call number. Is set as the next call number (step S5-6). Specifically, the arrival management means 213 of the control unit 21 extracts the reception management record 250 in which the “next call” flag is recorded from the reception management data storage unit 25, and changes it to the “unsupported” flag. Then, a “next call” flag is recorded in the status data area of the reception management record 250 of the reserved customer as a call order for performing a recall.

On the other hand, if the current time exceeds the allowable range (“NO” in step S5-5), a new reception slip output process is executed (step S5-7). Specifically, the control unit 2
The first arrival management means 213 generates a reception management record 250 for the call number obtained by adding “1” to the maximum value of the call number recorded in the reception management data storage unit 25. Then, the arrival management unit 213 executes an output process for this call number on the reception terminal 30.

According to this embodiment, the following effects can be obtained.
In the present embodiment, when the turn waiting situation changes (in the case of “YES” in step S3-1), the control unit 21 of the customer guidance management server 20 calculates the turn waiting number (step S3-2). Then, the expected response completion time waiting for the current turn is calculated (step S3-3). And the control part 21 of the customer guidance management server 20 performs the registration process of response completion estimated time (step S3-4). As a result, the current waiting state can be grasped.

  -In this embodiment, when user authentication is completed, the control part 21 of the customer guidance management server 20 performs the acquisition process of store visit scheduled time (step S4-2). Here, when the expected response completion time has already passed the scheduled visit time (in the case of “YES” in step S4-4), the control unit 21 of the customer guidance management server 20 executes the transmission process of the confirmation screen data. (Step S4-5). Thereby, even when it is crowded, the earliest call number can be provided to the customer.

  In the present embodiment, when the expected response completion time has not passed the scheduled visit time (in the case of “NO” in step S4-4), the control unit 21 of the customer guidance management server 20 changes the completed response An expected time acquisition process is executed (step S4-7). When it is detected that the expected response completion time has passed the scheduled visit time (in the case of “YES” in step S4-8), the control unit 21 of the customer guidance management server 20 sets a call number (step S4). -9) The call number is notified (step S4-10). This makes it possible to provide a reservation customer with a call number corresponding to the scheduled visit time.

  In the present embodiment, when the current call number is smaller than the reserved customer call number (in the case of “NO” in step S5-2), the control unit 21 of the customer guidance management server 20 executes the standby instruction process until the turn arrives. (Step S5-3). Thereby, even when there is a customer who does not have a reservation, the reservation customer can be called in a natural manner according to the order of the calling numbers.

  In the present embodiment, when the current call number is larger than the reserved customer call number (in the case of “YES” in step S5-2), the control unit 21 of the customer guidance management server 20 determines the allowable time according to the user attribute. Is calculated (step S5-4). As a result, it is possible to provide convenience to the preferential customers by providing a long allowable time.

  In the present embodiment, when the allowable time is exceeded (in the case of “NO” in step S5-5), a new reception slip output process is executed (step S5-7). Thereby, appropriate reservation management can be performed.

In addition, you may change each said embodiment as follows.
In the above embodiment, it is assumed that a customer is guided at a financial institution store, but the present invention is not limited to this.

In the above embodiment, the control unit 21 of the customer guidance management server 20 performs an arrival reception process (step S5-1). Specifically, the user performs arrival input at the reception terminal 30. Here, the call number received at the mobile phone terminal 10 is input to the reception terminal 30. Instead of this, an arrival notification may be acquired from the mobile phone terminal 10. In this case, a reply mail is transmitted to the electronic mail received from the customer guidance management server 20. This reply mail includes data related to the call number included in the original electronic mail. The control unit 21 of the customer guidance management server 20 that has received this reply mail executes the arrival management process described above.

  In the above embodiment, the control unit 21 of the customer guidance management server 20 executes the process for acquiring the scheduled visit time (step S4-2). Specifically, data related to the scheduled visit time input at the mobile phone terminal 10 is acquired. Instead, the planned visit time may be calculated according to the customer's current location. Specifically, the current location information of the user is acquired from the mobile phone terminal 10, and the required time corresponding to the route from the current location to the store is calculated using a known navigation technique, and the planned visit time is calculated. .

  In the above embodiment, in the waiting time management process, the control unit 21 of the customer guidance management server 20 executes a calculation process of the expected completion time of the current waiting for waiting when the waiting situation changes (step S3). -3). The timing for calculating the expected response completion time is not limited to when the turn waiting situation changes. For example, when a reservation is accepted, a waiting time management process can be executed in step S4-3.

  In the above-described embodiment, the reception management data storage unit 25 records the reception management record 250 for managing the waiting for the counter. Here, it is also possible to record the reception management record 250 according to the customer request type. In this case, the parameter record 220 to the reception management record 250 are recorded for each request type for each branch office, and the waiting time management process, the reservation reception management process, and the arrival management process are executed for each request type.

  Further, the customer guidance management server 20 may be configured to collectively manage the customer guidance management server 20 installed for each of a plurality of sales offices. In this case, the parameter record 220 to the reception management record 250 are recorded for each branch, and the waiting time management process, the reservation reception management process, and the arrival management process are executed for each branch.

  In the above embodiment, the parameter data storage unit 22 records the parameter record 220 including data related to unit correspondence time. Alternatively, the unit correspondence time can be calculated according to the situation. Specifically, the control unit 21 of the customer guidance management server 20 records the corresponding start time in the reception management record 250 of the reception management data storage unit 25 when a customer is called. Furthermore, when the response completion acquisition notification is received, the control unit 21 acquires the current time from the system timer, and records the current time as the response completion time in the reception management record 250. Then, a statistical value (for example, an average value) of the time from the corresponding start time to the corresponding completion time of the reception management record 250 for a predetermined period stored in the memory is calculated as a unit corresponding time and recorded in the parameter data storage unit 22. Thereby, it is possible to calculate the expected response completion time by using a more accurate unit response time.

The system schematic of embodiment of this invention. It is explanatory drawing of the data recorded on each data memory | storage part, Comprising: (a) is a parameter data memory | storage part, (b) is a corresponding | compatible prediction data memory | storage part, (c) is data of the data recorded on the reservation management data memory | storage part. Illustration. It is explanatory drawing of the data recorded on each data memory | storage part, Comprising: (a) is a reception management data storage part, (b) is explanatory drawing of the data recorded on the customer management data storage part. It is explanatory drawing of the process sequence of this embodiment, Comprising: (a) is an order waiting reception process, (b) is explanatory drawing of a customer response process. Explanatory drawing of the waiting time management process of this embodiment. Explanatory drawing of the reservation reception management process of this embodiment. Explanatory drawing of the arrival management process of this embodiment.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 10 ... Mobile phone terminal, 20 ... Customer guidance management server, 21 ... Control part, 22 ... Parameter data storage part, 23 ... Correspondence prediction data storage part, 24 ... Reservation management data storage part, 25 ... Reception management data storage part, 26 DESCRIPTION OF SYMBOLS ... Customer management data memory | storage part, 210 ... Out-order management means, 211 ... Expected time management means, 212 ... Reservation reception means, 213 ... Arrival management means, 30 ... Reception terminal, 40 ... Window terminal.

Claims (7)

Call number information storage means for recording information for specifying a call order for a call number to be given to a customer waiting for a turn;
A customer guidance management system comprising a control means for communicating with a user terminal,
The control means is
Means for obtaining an estimated arrival time when accepting a reservation from the user terminal;
Means for acquiring a predicted completion time of waiting for the current turn using the call number recorded in the call number information storage means;
Means for reserving a current call number for reservation and recording it in the call number information storage means when the expected response completion time exceeds the expected arrival time;
A customer guidance management system comprising means for transmitting the call number to the user terminal. It further comprises a corresponding unit time information storage means in which the corresponding unit time is stored,
2. The customer guidance management according to claim 1, wherein the control unit multiplies the corresponding unit time by the number of waiting queues recorded in the call number information storage unit to calculate a predicted response completion time. 3. system. When the user arrives, get the call number for this user,
The control means sets a call order for re-calling in the call number information storage means when the current call number is larger than the call number of the user. The customer guidance management system according to 1 or 2. And further comprising an allowable range information storage means for recording the allowable range for recalling,
4. The control unit according to claim 1, wherein when the arrival time of the user is within an allowable range of the estimated arrival time, a call order for performing a re-call is set. Customer guidance management system described in 1. A user attribute information storage means for recording the user attribute;
In the allowable range information storage means, an allowable range is recorded according to a user attribute,
5. The customer according to claim 4, wherein the control unit obtains an allowable range corresponding to the user attribute from the allowable range information storage unit and sets an allowable range for recalling. 5. Guidance management system. Call number information storage means for recording information for specifying a call order for a call number to be given to a customer waiting for a turn;
A method for managing customer guidance using a customer guidance management system comprising a control means for communicating with a user terminal,
The control means is
When receiving a reservation from the user terminal, obtaining an estimated arrival time;
Using the call number recorded in the call number information storage means to obtain the expected completion time of the current turn waiting response;
Securing the current call number for reservation and recording it in the call number information storage means when the expected response completion time exceeds the expected arrival time;
A method for managing customer guidance, comprising the step of transmitting the call number to the user terminal. Call number information storage means for recording information for specifying a call order for a call number to be given to a customer waiting for a turn;
A program for managing customer guidance using a customer guidance management system comprising a control means for communicating with a user terminal,
The control means;
Means for obtaining an estimated arrival time when accepting a reservation from the user terminal;
Means for acquiring a predicted completion time of waiting for the current turn using the call number recorded in the call number information storage means;
Means for reserving a current call number for reservation and recording it in the call number information storage means when the expected response completion time exceeds the expected arrival time;
A customer guidance management program which functions as means for transmitting the call number to the user terminal.

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