JP2011141610A - Service selection support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To solve the following problems: a customer is gotten to consciously present a means identifying the customer individual such as a customer management ID, or an ID and a password of an orderer, a store side has to obtain it when the customer visits a store, so that the customer is troublesome; and only personal data presented by the customer are a support target of service order selection. <P>SOLUTION: A configuration of a customer group is decided, and an outside-store photographic camera device which can photograph weather is installed outside the store, the weather is decided from a video, an outside-store air temperature is measured from a thermometer or the like, a season and a day are obtained from a calendar or the like, a time zone is obtained from a timepiece or the like, and proper selection service fit for preference is integrally provided. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a service selection support system, and more particularly to a service selection support system in consideration of external factors such as temperature and weather.

  A conventional service selection support system is a system in which, in a store, services that have been ordered by individual customers are accumulated as a database, and when the same customer visits the store again, the preference of the provided service is searched from the past order information. In addition, an arbitrary character string called an ID or a password has been used as a method for identifying an individual customer at that time.

Patent Document 3 discloses a gender determination apparatus for estimating a gender attribute from a face image in an input video. The gender determination apparatus estimates the gender attribute of the face image by comparing the human face characteristics that have been manually registered for each attribute in advance with the input face image characteristics.
Patent Document 4 discloses a sales support system that provides a menu that suits tastes by determining gender and height from face images of a customer group and determining a customer segment.

Japanese Patent Laid-Open No. 2003-263481 JP 2005-222191 A JP 2003-242486 A JP 2008-262435 A

  However, in the conventional support service selection support system, methods for identifying individual customers such as the customer management ID in Patent Document 1 and the orderer ID and password in Patent Document 2 are discussed. However, the service provider side does not consider the means for obtaining the information. Moreover, when using ID or a password, it is necessary to have a customer present. There was a customer's trouble here.

  Furthermore, the ID or password must be complicated so that it cannot be known by anyone other than the user, and so that it cannot be inferred from the attribute information such as the birthday of the user. On the other hand, when the person has forgotten, there is no means for immediately identifying the person, and it takes time to confirm the person.

  In addition, the customer information of each customer is managed, but in addition to the group form when the customer visits a group of multiple customers, it is directly linked to the individual customer such as weather, temperature, season, day of the week, and time zone. No elements (external elements) were considered.

  That is, the selection of the service to be provided to the customer is made only from the personal information based on the ID and password presented by the customer, and other factors that are important when the customer selects the service are not considered.

  The above-mentioned issues are the customer information management unit that manages the face image of the customer who has visited the store and the past order service information of the customer, and updates the customer information each time the store visits. The entrance photographing camera for photographing the face portion, the internal element information acquisition means for acquiring the internal element information from the video imaged by the entrance photographing camera, and the customer group configuration is determined from the acquisition information of the internal element information acquisition means Customer group composition determination means, external element information acquisition means for acquiring customer-independent external element information, a display for displaying an electronic menu, a service selection support unit, and a service selection support database In the service selection support system, the service selection support unit includes a past order service held by the customer information management unit and a customer group configuration determination unit. There customer group configuration determines, extrinsic element information obtaining means based on the by the acquired external element information, searches the service selection support database, the service selection support system for displaying selection menu on the display can be achieved.

  After that, when customers visit the store, the personal information identified by face matching, the information on the total number of customer groups counted, the gender information determined for each customer, and the height classification information are collectively referred to as the customer's “internal elements”. write. In addition, weather information, temperature information, season information, day information, and time zone information collected when the customer visits are generally described as “external elements” of the customer.

  Further, the present invention provides a selection service that is determined comprehensively based on internal elements and external elements and that is appropriate and suitable for taste.

  According to the present invention, the service providing support system considering the internal and external factors of the customers visiting the store is not only customer information with a history of visiting the store, but also information on the customer group of the customer group, group form, etc. Supporting service selection in consideration of external element information that does not depend on customers such as weather, temperature, etc., so when a customer who has not visited the store for the first time visits, In addition to the number of people, composition, etc.), it is possible to support the selection of service offerings that respond to customer preferences that also change depending on the weather and temperature. Contribute to management in terms of improving customer service.

It is a functional block diagram of a service selection support system. It is a figure explaining the image | video (frame) of the customer group image | photographed at the time of a store visit. It is a figure explaining the positional relationship of the customer group at the time of a store visit, and an entrance photographing camera apparatus. It is a hardware block diagram of a service selection support system. It is a figure explaining the specific information of the customer who has visited the store. It is a figure explaining the past order information of the customer who has visited the store. It is a flowchart explaining the flow from selection of internal element information to selection of a service provided to a customer. It is a figure explaining customer group composition judging information. It is a figure explaining the preference service information by a customer group structure. It is a flowchart explaining the flow from the external element information to the selection of the service provided to the customer. It is a figure explaining provided service information with a high interlocking | linkage rate with external element information. It is a flowchart explaining the process of a display to an electronic menu table | surface. It is a GUI screen of the top page of an electronic menu table. It is a GUI screen of the order page of an electronic menu table.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings using examples. The same reference numerals are assigned to substantially the same parts, and the description will not be repeated.

The configuration of the service selection support system 100 will be described with reference to FIG. In FIG. 1, a service selection support system 100 includes an entrance camera 11 connected to a network 35, a face authentication unit 14, a customer number determination unit 15, a gender determination unit 16, a height determination unit 17, and a photo taken outside the store. Camera 21, weather determination unit 24, season determination unit 25, day of week determination unit 26, time zone determination unit 27, customer information management unit 31, service selection support unit 32, customer information database 33, service And a selection support database 34.
The face authentication unit 14 includes a face recognition unit 12 and a face matching unit 13. The weather determination unit 24 includes a weather determination unit 22 and an air temperature determination unit 23.

  The entrance camera 11 is installed at the entrance of the store and photographs the appearance of the customers. The face recognizing unit 12 detects a face portion from the video imaged by the entrance camera 11 and cuts out the face image. The face collation unit 13 performs face collation with the customer information management database 33 that stores the cut face image, the customer face image with a history of visiting the store, and the individual face feature data necessary for face collation. The customer number determination unit 15 counts the number of customers visiting the store from the video taken by the entrance camera 11. The gender determination unit 16 determines the gender of each customer coming from the video taken by the entrance camera 11. The height determination unit 17 determines the height of each customer at the store from the video taken by the entrance camera 11.

  The outside shooting camera 21 takes an image outside the store. The weather determination unit 22 determines the weather (sunny, cloudy, snow, etc.) from the video taken by the outside-camera camera 21. The temperature determination unit 23 measures the temperature outside the store. The season determination unit 25 determines spring, summer, autumn and winter. The day of week determination unit 26 determines the day of the week. The time zone determination unit 27 determines a time zone. The customer information management unit 31 manages support for service selection based on information such as the number of customers, the configuration, the properties, the weather at the time of visit, the temperature, the season, the day of the week, and the time zone. The service selection support unit 32 supports service selection based on information such as the number of customers, the configuration, the properties, the weather at the time of visit, the temperature, the season, the day of the week, and the time zone. The customer information database 33 holds information such as the number of customers, the configuration, the properties, the weather when visiting the store, the temperature, the season, the day of the week, and the time zone. The service selection support database 34 manages information such as the number of customers, the configuration, the properties, the weather when visiting the store, the temperature, the season, the day of the week, and the time zone.

  Next, the number determination unit 15, the gender determination unit 16, and the height determination unit 17 will be described with reference to FIGS. 2 and 3 from the video obtained from the entrance photographing camera device 11 installed at the entrance of the store. FIG. 2A is a frame at a certain point of time taken by the entrance photographing camera device 11 when the customer visits the store. FIG. 2B is the next frame of FIG. In FIG. 2A, the service selection support system 100 detects the faces of three people. The service selection support system 100 temporarily stores the face image detected at this time and the detected coordinate position 41 of each face image. Also in the next frame FIG. 2B, the service selection support system 100 temporarily stores the detected face images of the three persons and the detected coordinate position 41 of each face image. When the detected coordinate position 41 of the face image obtained at the time of FIG. 2B is very close to the detected coordinate position 41 of the face image obtained at the time of FIG. The support system 100 determines that they are the same person. The service selection support system 100 performs face matching between the face image of FIG. 2A temporarily stored and the face image of FIG. 2B. By this face matching, it is possible to avoid double and triple counting of the same person between frames, and it is possible to grasp the exact number of customers visiting the store.

  Next, the height determination device 17 will be described. FIG. 3 shows the positional relationship with the entrance photographing camera device 11 when the customer group visits the store. As can be seen from FIG. 3, the coordinate position 41 where the face is detected by the camera is changed depending on the height. An actual photographing frame by the entrance photographing camera device 11 is as shown in FIG. Accordingly, the height of each customer can be determined by considering the positional relationship with the entrance photographing camera device 11. If necessary, the entrance photographing camera device 11 itself can be moved up and down to cover a wide area. The hardware configuration of the service selection support system 100 will be described with reference to FIG. 4, the service selection support system 100 includes a CPU 110, a memory 120, an HDD 130, an I / O 140, and an entrance photographing camera 11 connected to the I / O 140, an outside photographing camera 21, and a display 150, which are interconnected by an internal bus 160. Consists of

  As is clear from the comparison between FIG. 1 and FIG. 4, each determination unit, management unit, and support unit in FIG. 1 is realized by the CPU 110 executing a program on the memory 120. Here, although there is only one display 150, it is installed on each table in the store. The display 150 is also an input device capable of touch input.

  The customer information management database 33 will be described with reference to FIGS. In FIG. 5, the customer specific data table 33 </ b> A includes a customer identification ID 331, a gender 332, a height 333, and the number of visits 334. The customer identification ID 331 is an ID unique to the customer. The sex 332 is the customer's sex. Height 333 is the approximate height of the customer. The number of visits 334 is the number of visits of the customer.

  In FIG. 6, the preference service information table 33B includes a large classification 335, a small classification 336, a service 337, an order count 338, and weather information 339. Major classification 335 classifies liquor, Japanese food, Western food, and Chinese. The minor classification 336 classifies the major classification 335 by material. The service 337 is specific order contents. The number of orders 338 is the number of service provisions. The weather information 339 records the number of weathers when the service is provided. The number of orders 338 is prorated and added when visiting a group.

  If the face authentication unit 14 obtains a collation result in which the person exists, that is, if it is registered in the customer information management unit 31 that manages customer information with a visit history, it is a customer with a visit history. Is made. In this case, the corresponding customer information is used as part of the information for selecting the service to be provided. The customer information includes customer-specific information such as customer identification ID, gender, height, number of visits, etc. as shown in FIG. 5, classification of past order services and services of the customer, as shown in FIG. It includes past order information such as the number of orders and weather information at the time of order.

  On the other hand, if the face authentication unit 14 obtains a matching result that does not exist, that is, if it is not registered in the customer information management unit 31 that manages customer information with a visit history, A determination is made that there is no customer. In this case, face feature data necessary for face matching is created based on the face image cut out by the face detection unit 12 and registered in the customer information management unit 31 together with a new customer identification ID and the like. At this time, in addition to the gender obtained by the gender judging unit 16 and the height classification obtained by the height judging unit 17, the weather obtained by the weather judging unit 22 and the temperature judging unit 23 were obtained when visiting the store. Both the air temperature, the season obtained by the season judgment unit 25, the day of the week obtained by the day of the week judgment unit 26, and the time zone obtained by the time zone judgment unit 27 are registered in the customer information management unit 31.

  In addition, by performing these series of processes for all the customer groups visiting the store while confirming with the number of customers counted by the customer number determination unit 15, the past order service information of each customer can be obtained. Can be helpful.

  However, only the past order service information of each individual customer cannot obtain information for selecting a service to be provided for the first customer who has never visited the store. In addition, when visiting the store for the first time in a long time, or when eating and drinking preferences change, even the customer's past order service information may not be useful. Furthermore, when the customer visits a group of multiple people, even if the customer is the same person, the taste of eating and drinking may differ depending on the number, composition, and nature of the group, the weather and temperature at the time of visit, the time zone, etc. Is very expensive.

  In this embodiment, in order to make up for the shortage of information when selecting these provided services, not only the past order service information of each customer, but also the customer group to which the customer visits and what group form The provided service is selected in a comprehensive manner, taking into account the internal element information that has been determined, and the external element information that does not depend on the individual customer, such as the weather, temperature, and time zone when the customer visits the store.

  With reference to FIG. 7, a service selection process using the customer's internal elements in the service selection support system 100 will be described. In FIG. 7, the service selection support system 100 acquires a moving image from the entrance photographing camera 11 (S101). The service selection support system 100 performs the number determination of the customer group and acquires the number information (S102). The service selection support system 100 executes face detection and face segmentation (image storage) from the video (S103). The service selection support system 100 executes face matching and acquires a matching result (S104). The service selection support system 100 determines whether there is relevant information (matching match) (S105). When YES, the service selection support system 100 acquires preference service information from the customer information management unit 31 (S106).

  The service selection support system 100 determines whether face authentication has been completed for all customer groups (S107). When YES, the service selection support system 100 determines which group (configuration) the customer group is visiting, executes the selection of a preference service together with customer information with a history of visiting (S108), and ends. .

  When NO in step 107, the service selection support system 100 transitions to step 103. When NO in step 105, the service selection support system 100 executes sex determination of the customer and acquires male / female information (S109). The service selection support system 100 determines the height of the customer and acquires adult / child information (S110). The service selection support system 100 newly registers the acquired information together with data necessary for face authentication in the customer information management unit 31 (S111), and proceeds to step 107.

  The customer group configuration determination information 200 will be described with reference to FIG. In FIG. 8, the customer group configuration determination information 200 includes a group number 210 and a configuration 220. Further, the group number 210 includes a man 211, a woman 212, and a child 213.

  In FIG. 8, in the case of a total of two customer groups composed of one adult male and one adult female, this is determined as a couple or a couple. Further, in the case of a total of four customer groups composed of one adult male, one adult female, and two children, this is determined as a family.

  For the configuration determined here, the service selection support system 100 selects a provided service. With reference to FIG. 9, the preference service information based on the customer group configuration will be described. In FIG. 9, the preference service information 205 includes a configuration 230, a preference 240, and a service 250. For the customer group determined that the configuration 230 is a couple or a couple, it is selected as a stylish and calm offering service such as wine or French cuisine. For customers who are determined to be with their families, we will select abundant services for children such as children's lunch and juice.

  With reference to FIG. 10, the flow up to service provision selection using an external element that does not depend on each customer will be described. In FIG. 10, the service selection support system 100 acquires a moving image from a camera device installed outside the store when the customer visits the store (S121). On the other hand, the service selection support system 100 acquires season information and day information from calendar information or the like (S122). Further, the service selection support system 100 acquires time zone information from the clock information or the like (S123). Next, the service selection support system 100 obtains “whether the customer visits the daytime or nighttime” from the season information and the time zone information (S124), and determines whether it is daytime (S125). If it is daytime, the service selection support system 100 determines whether it is clear or cloudy or raindrops are reflected from the amount of light of the acquired moving image (S126). Thus, the service selection support system 100 determines the weather. Next, the service selection support system 100 acquires temperature information outside the store using a thermometer or the like (S127). The service selection support system 100 executes selection of a preference service that can be determined from the acquired external element (S128).

  If it is night time in step 125, the service selection support system 100 determines whether the acquired moving image includes a moon or a star and whether raindrops are reflected, and the process proceeds to step 127 (S129). ). Such external element information can also be acquired via a network such as the Internet.

  With reference to FIG. 11, selection of a provided service corresponding to an external element will be described. In FIG. 11, the provided service selection table 34 </ b> A held in the service selection support database 34 includes a weather 341, an air temperature 342, a season 343, a day of the week 344, a time zone 345, and a provided service 346. Weather 341, temperature 342, season 343, day of the week 344, and time zone 345 are external factors.

  The service selection support system 100 selects the provided service 346 for the determined external element. In FIG. 11, draft beer tends to be selected by customers whenever the temperature exceeds 30 degrees on a sunny summer day. In addition, the probability that the customer will select the pan becomes higher on days when it falls below 0 degrees in winter and snow falls. Also, the amount of liquor is small on weekdays, but it increases on weekends.

  Although FIG. 7 and FIG. 10 are shown as separate flowcharts, they are executed at the same timing when the customer visits the store and affect the selection of the provided service.

  The electronic display menu display process of the service selection support system 100 will be described with reference to FIG. In FIG. 12, the service selection support system 100 acquires the configuration information of the customer group that has visited (S131). The service selection support system 100 acquires a selection service suitable for the preference from the service selection support unit 32 for the acquired configuration information (S132). The service selection support system 100 acquires the face matching result of the customer group (S133). The service selection support system 100 determines whether there is relevant information (S134). If YES, the service selection support system 100 acquires past order service information from the customer information management unit (S136). The service selection support system 100 transmits the acquired service information to the display 150 of the table on which the customer group is seated (S137). The service selection support system 100 presents an electronic display menu table on the display 150 (S138), and ends. When NO in step 134, the service selection support system 100 jumps to step 136 and transitions to step 137.

  The electronic menu table 300 will be described with reference to FIGS. 13 and 14. In FIG. 13, an electronic menu table 300A includes a header 310A and a menu 320A. The header 310A includes a store name, a greeting, a date, time, weather, and temperature. The menu 320A includes (1) a past order menu button 321, (2) a selection menu button 322, and (3) a general menu button 323.

  With reference to FIG. 14, an electronic menu table 300B displayed when the customer selects the past order menu button 321 of the electronic menu table 300A of FIG. 13 will be described. In FIG. 14, the electronic menu table 300B includes a header 310B and a menu 320B. The header 310B includes a store name, a greeting, a date, time, weather, and temperature. The menu 320B includes a menu 324, a history 325, a number 326, an order button 327, a back button 328, and a next button 329.

  A menu 324 and a history 325 display the order menu and the number of times so far. The number 326 inputs the number of orders. The order button 327 places an order. The return button 328 returns to the initial menu. The next button 329 changes to the next menu.

  In addition to the selection service information according to the composition of these customer groups, by providing external element information such as weather and temperature that affects the taste of each customer, together with customer information with a visit history, It can be expected that the customer group will provide a selection service that is accurate and conforms to tastes.

  Note that the assignment between the visitor group and the display 150 that displays the electronic menu table 300 may be determined by a table camera (not shown) or may be manually input. Conversely, a table (that is, a display) can be assigned to a customer group from the group configuration.

  DESCRIPTION OF SYMBOLS 11 ... Entrance photography camera, 12 ... Face detection part, 13 ... Face collation part, 14 ... Face authentication part, 15 ... Customer number determination part, 16 ... Gender determination part, 17 ... Height determination part, 21 ... Outside photography camera, 22 ... Weather determination section, 23 ... Temperature determination section, 24 ... Weather determination section, 25 ... Season determination section, 26 ... Day of week determination section, 27 ... Time zone determination section, 31 ... Customer information management section, 32 ... Service selection support section, 33 ... Customer information official database 34 ... Service selection support database 35 ... Network 41 ... Face image detection coordinate position 100 ... Service selection support system 110 ... CPU 120 ... Memory 130 ... HDD 140 ... I / O 150 ... Display, 160 ... Internal bus, 300 ... Electronic menu table.

Claims (3)

A customer information management unit that manages facial images of customers who have visited the store and past order service information of the customers, and updates the customer information each time the store visits, and photographs individual face portions of customers at the entrance when visiting the store Entrance photographing camera, internal element information acquisition means for acquiring internal element information from video captured by the entrance photographing camera, and customer group configuration determination for determining a customer group configuration from the acquisition information of the internal element information acquisition means A service selection support system comprising: means; external element information acquisition means for acquiring external element information independent of a customer; a display for displaying an electronic menu; a service selection support unit; and a service selection support database. There,
The service selection support unit includes a past order service held by the customer information management unit, a customer group configuration determined by the customer group configuration determination unit, and external element information acquired by the external element information acquisition unit. The service selection support system is configured to search the service selection support database and display a selection menu on the display. The service selection support system according to claim 1,
The customer group configuration determination means determines the configuration of a customer group from the number, gender, and height of the customer group. The service selection support system according to claim 1,
The customer information management unit registers the customer as a new customer when there is no customer corresponding to the internal element information acquired by the internal element information acquisition means. .

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