JP2012216117A - Sales supporting device, sales supporting device system, control method of sales supporting device and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a sales supporting device capable of reliably providing customer response service in a sale through a network, and further to provide a sales supporting system, a control method of the sales supporting device and a program.SOLUTION: A sales supporting device is connected to a plurality of customer terminals through a network and provides assistant service in which an assistant provides sales support to each of the plurality of customer terminals. The sales supporting device comprises: a response available time storage section 33c for storing response available time in which the assistant can respond to a customer; a purchase history storage section 33b for storing a purchase history for each of the plurality of customer terminals; a reservation information acquiring section 100 for acquiring reservation information that indicates response request time requesting a response of the assistant from the customer terminals; and a reservation determining section 101 for determining a customer terminal that receives the response of the assistant in the response available time out of the plurality of customer terminals based on the purchase history of each of the customer terminals in a case where the reservation information is acquired from the plurality of customer terminals with respect to the response available time of the assistant.

Description

  The present invention relates to a sales support device, a sales support device system, a sales support device control method, and a program connected to a customer terminal via a network.

  As this type of technology, a sales system has been proposed in which a customer terminal and a server device installed in a store are used to sell products in a face-to-face format to customers outside the store (see Patent Document 1). In this face-to-face sales system, the customer and the store clerk conduct sales activities while interacting with voice and text information. The customer communicates the request for the product to the store clerk via the customer terminal, and the product image and the store clerk selected by the store clerk The image is transmitted to the customer terminal, and the customer determines the purchased product while repeating this.

JP 2002-150050 A

  By the way, for customers who live in remote areas and are difficult to actually visit the store for various reasons such as the elderly and disabilities, the sales system via the network as described above is actually in the store. It is very useful because you can shop while tasting what you have done. Dialogue with the store clerk is an important element that gives this customer a “sense of actually going to the store”. However, since face-to-face sales via the network as described above, at least one store clerk must deal with a set of customers until the shopping is completed, and therefore the store clerk who handles many customers. There is a possibility that the face-to-face sales service cannot be surely provided to customers.

  In view of the above points, the present invention provides a sales support device, a sales support system, a control method for a sales support device, and a program capable of reliably providing a customer service in sales via a network. Let it be an issue.

  A sales support apparatus according to the present invention is a sales support apparatus for providing an assistant service that is connected to a plurality of customer terminals via a network and for which an assistant supports sales for each customer terminal. Reservation time storage unit for storing possible response time, purchase history storage unit for storing purchase history for each customer terminal, and reservation for acquiring reservation information indicating the desired response time desired by the assistant from the customer terminal When the reservation information is acquired from a plurality of customer terminals for the information acquisition unit and the assistant available time, the assistant responds at the available time among the plurality of customer terminals based on the purchase history of each customer terminal. And a reservation confirming unit for determining a customer terminal for confirming.

  The method for controlling a sales support apparatus according to the present invention is a method for controlling a sales support apparatus for providing an assistant service that is connected to a plurality of customer terminals via a network and in which an assistant provides sales support to each customer terminal. The sales support device desires a response time storage step for storing an available response time for an assistant customer, a purchase history storage step for storing a purchase history for each customer terminal, and a response from the customer terminal to the assistant. Reservation information acquisition step for acquiring reservation information indicating the desired response time, and when reservation information is acquired from a plurality of customer terminals for the available time, among the plurality of customer terminals based on the purchase history of each customer terminal And a reservation confirming step for determining a customer terminal for confirming the assistant's response during the available time. To.

  According to these configurations, since reservation information can be acquired in advance from a customer terminal and an assistant service can be assigned to the customer terminal, a customer service can be reliably provided to the customer. In addition, the schedule of assistants can be managed by the available time storage unit, and assistant services can be easily assigned. In addition, since the customer terminal that determines the assistant's response is determined based on the purchase history, an assistant service suitable for each customer can be provided.

  In these cases, the available time storage unit stores the assistant number and the available time for each assistant in association with each other, and the reservation information acquisition unit further acquires the assistant number desired to be handled from the customer terminal, and makes a reservation. When the reservation unit obtains reservation information from a plurality of customer terminals for the assistant number, it determines a customer terminal for confirming the correspondence of the assistant indicated by the assistant number among the plurality of customer terminals based on the purchase history. Is preferred.

  According to this configuration, it is possible to select an assistant that the customer desires to handle.

  In this case, it is preferable that the purchase history storage unit further stores the accumulated purchase amount, and the reservation confirmation unit determines a customer terminal for confirming the assistant's response based on the accumulated purchase amount.

  According to this configuration, for example, if an assistant service is provided to a customer terminal with a large cumulative purchase amount, sales can be improved.

  In this case, the purchase history includes product information for identifying each purchased product and a group number indicating a group to which the product linked to the product information belongs, and the available time storage unit includes an assistant number of the assistant. For each customer terminal that has purchased the most product of the group number for which the assistant is in charge, among the plurality of customer terminals, the reservation confirmation unit assists the customer with the group number in charge. It is preferable to determine the correspondence.

  According to this configuration, an assistant in charge of a group of products often purchased (for example, a sales clerk in charge of the sales floor when grouped by sales floor) can be assigned, so an assistant service that meets customer needs. Can be provided.

  A sales support system according to the present invention includes the sales support apparatus and a plurality of customer terminals.

  According to this configuration, it is possible to realize a sales support system that can reliably provide a customer service to a customer.

  A program according to the present invention causes a computer to execute each step in the method for controlling the sales support apparatus.

  According to this configuration, it is possible to provide a program that realizes a sales support apparatus that reliably provides a customer service to a customer.

1 is a system configuration diagram of a sales support system according to an embodiment of the present invention. It is a block diagram which shows the control structure of a sales assistance system. It is the figure which showed the content of the goods database. It is the figure which showed the customer data contained in a customer database. It is the figure which showed the purchase history contained in a customer database. The contents of the assistant database are shown, (a) is a diagram showing assistant data, and (b) is a diagram showing a customer-facing schedule of the assistant. It is a block diagram which shows the function structure of a sales assistance system. It is a display example of the display of a customer terminal, (a) is a figure which shows the example of a display of the image | video imaged with the camera for shops, (b) is a figure which shows the example of a display of the image | video imaged with the camera for goods. Yes, (c) is a diagram showing a display example of accounting information. (A) is a figure which shows the example of a conversation of a customer and an assistant, (b) is a figure which shows the example of a display of the display of a customer terminal. It is the image figure which showed the state at the time of reservation information acquisition. (A) is the figure which showed the conditions of the reservation confirmation process, (b) is a figure which shows the reservation confirmation result.

  Hereinafter, a sales support device, a sales support system, a control method for a sales support device, and a program according to an embodiment of the present invention will be described with reference to the accompanying drawings. FIG. 1 is a system configuration diagram of a sales support system SY of the present invention. The sales support system SY includes an assistant terminal 1 attached to a cart 4 moving in a store such as a retail store, a store server 2 provided in a store backyard, and a customer terminal operated by a customer outside the store. 3 and. The “sales support device” in the claims is composed of the assistant terminal 1 and the store server 2. In the figure, one assistant terminal 1 and one customer terminal 3 are shown, but actually, a plurality of assistant terminals 1 and customer terminals 3 are connected to the store server 2.

  The assistant terminal 1 is attached to a cart 4 that moves in each store in the store when the assistant pushes it, picks up an in-store image (in-store image) while moving in the store, and the captured store image is sent via the store server 2. Transmit to customer terminal 3. Moreover, the assistant terminal 1 has a call function with the customer terminal 3, and a call between the assistant and the customer who operates the customer terminal 3 is possible. With this call function, the assistant can move in the store according to the customer's request. In addition, the assistant in this embodiment refers to the salesclerk engaged in sales in a store.

  The store server 2 is connected to the assistant terminal 1 via a network NT1 such as a wireless LAN, and is connected to the customer terminal 3 via a network NT2 such as the Internet. The store server 2 is composed of a general personal computer having a display 5, a keyboard 6, a mouse 7, and the like. The store server 2 stores a product database (hereinafter referred to as a product DB) related to products sold in the store, and stores product data (see FIG. 3) related to products included in the store image captured by the assistant terminal 1. Transmit to customer terminal 3. The “product related information” in the claims refers to the product data.

  The customer terminal 3 is connected to the store server 2 via a network NT2 such as the Internet, and has a display 8, a keyboard 9, a mouse 10, and a call function (speaker 47 and microphone 46, see FIG. 2). It is comprised by. The customer terminal 3 may be configured with a mobile phone, a smartphone, or the like. The customer who operates the customer terminal 3 can check the in-store video and the product data displayed on the display 5 while calling the assistant. Further, the customer terminal 3 is configured to be able to change the imaging angle, imaging magnification, and the like of the in-store camera 14 of the assistant terminal 1 by operating the keyboard 6 and the mouse 7.

  Here, the device configuration of the assistant terminal 1 will be described. As shown in FIG. 1, the assistant terminal 1 is attached to a cart 4 that accommodates and moves a product to be purchased, and a web camera 11 that captures in-store video, and a camera support unit 12 that supports the web camera 11. And a display device 13 for displaying the captured in-store video. The Web camera 11 includes an in-store camera 14 for capturing the products displayed in the store and a product camera 15 for capturing the products picked up by the assistant. Each camera is fixed to the handle portion of the cart 4 and supported by an elongated camera support portion 12 extending perpendicularly to the handle portion. The in-store camera 14 is disposed in the vicinity of the tip of the camera support unit 12 and is supported so that the imaging angle and imaging magnification can be changed by a variable motor 24 (see FIG. 2). On the other hand, the product camera 15 is disposed below the in-store camera 14 and is fixedly supported so that the imaging angle is in the forward direction of the cart 4. That is, while the product picked up by the assistant is picked up by the product camera 15, the assistant can check the product visually. On the other hand, the display device 13 includes a display 16 for monitoring video captured by each camera, a microphone 17 for obtaining assistant voice, and a speaker 18 for outputting customer voice from the customer terminal 3. Yes. It should be noted that a variable motor for changing the imaging angle and imaging magnification of the product camera 15 may be provided so that it can be changed by operating the customer terminal 3.

  The assistant moves the inside of the store by pushing the assistant terminal 1 while talking with the customer who operates the customer terminal 3, and takes an in-store video with the in-store camera 14. And according to a customer's request, it moves to the desired sales floor in a shop, picks up a desired product, and picks up the product with the product camera 15. The captured video is transmitted from the assistant terminal 1 to the customer terminal 3 via the store server 2. On the other hand, the customer determines the purchase target product while confirming the video displayed on the display 5 of the customer terminal 3 being operated.

  Next, the control configuration of the sales support system SY will be described with reference to FIG. This figure is a control block diagram of the sales system SY. As described above, the sales system SY includes the assistant terminal 1, the store server 2, and the customer terminal 3.

The assistant terminal 1 includes a Web camera 11, a display 16, a microphone 17, a speaker 18, a CPU (Central Processing Unit) 19, a ROM (Read Only Memory) 20, a RAM (Random Access).
Memory) 21 and communication unit 22, and each component is connected by a connection bus 23.

  As described above, the Web camera 11 is a variable for changing the imaging angle and imaging magnification of the in-store camera 14 for imaging the inside of the store, the product camera 15 for imaging the product, and the in-store camera 14. And a motor 24. The variable motor 24 and the in-store camera 14 are directly connected.

  The CPU 19 is a central processing unit and performs various arithmetic processes. The ROM 20 stores a control program for the CPU 19 to perform various arithmetic processes. Specifically, a drive control program for the Web camera 11, a drive control program for the variable motor 24, a display control program for the display 5, and the like are stored. The RAM 21 is used as a work area for the CPU 19 to perform various arithmetic processes.

  The communication unit 22 is for performing wireless communication with the store server 2, and mainly stores image data based on video captured by the Web camera 11 and audio data of assistants acquired by the microphone 17 to the store server 2. It is used for transmission, reception of customer voice data acquired from the customer terminal 3, and operation signals for changing the imaging angle, imaging magnification, etc. of the in-store camera 14.

  As described above, the store server 2 includes the display 5, keyboard 6, mouse 7, CPU 30, ROM 31, RAM 32, HDD (Hard disk drive) 33 (available time storage unit and purchase history storage unit), assistant terminal communication unit 34. A customer terminal communication unit 35 and a connection bus 36 are provided.

  The CPU 30 is a central processing unit and controls the entire store server 2. The ROM 31 stores a basic program. Specifically, it stores a reservation confirmation program for confirming a customer-facing reservation, a product identification program from in-store video, a keyword detection program based on voice recognition, an accounting processing program, and the like. The RAM 32 is used as a work area for the CPU 30 to perform various arithmetic processes. On the other hand, the HDD 33 has storage areas for storing a product DB 33a for sales products, a customer DB 33b corresponding to the customer terminal, and an assistant DB 33c.

  The assistant terminal communication unit 34 is for communicating with each assistant terminal 1 connected via the network NT1, and is mainly used for receiving image data based on in-store video and transmitting / receiving audio data. It is done. The customer terminal communication unit 35 is for communicating with each customer terminal 3 connected via the network NT2, and mainly transmits screen data to be displayed on the display 8 of the customer terminal 3. Used for transmission / reception of audio data.

  As described above, the customer terminal 3 includes the microphone 46, the speaker 47, the display 8, the keyboard 9, the mouse 10, the CPU 41, the ROM 42, the RAM 43, the communication unit 44, and the connection bus 45. The CPU 41 is a central processing unit and controls the customer terminal 3 as a whole. The ROM 43 stores a basic program. The RAM 43 is used as a work area for the CPU 42 to perform various arithmetic processes. The communication unit 44 is for communicating with the store server 2 and is mainly used for receiving screen data and transmitting / receiving audio data.

  Here, the product DB 33a stored in the HDD 33 of the store server 2 will be described with reference to FIG. In the product DB 33a, product data related to the product is stored for each product. As shown in the figure, the product data (product related information) includes a “product code” for specifying the product, a “group number” indicating the sales floor of the product, a “product name”, “content”, and “price”. , “Production information” indicating the production location of the product, and “keywords” indicating information specific to the product.

  Next, the customer DB 33b stored in the HDD 33 will be described with reference to FIGS. The customer DB 33b stores customer data and purchase history related to each customer terminal. As shown in FIG. 4, the customer data includes “customer number”, “name”, “address”, “telephone number”, and “mail address” for specifying the customer terminal. On the other hand, as shown in FIG. 5, the purchase history includes “customer number”, “purchase date” indicating the date and time when the product was purchased, “purchased product code” specifying the purchased product, and “group of purchased products”. “Group number”, “Price” indicating the unit price of the purchased product, “Number” indicating the number of purchased products, “Total” indicating the total amount of purchase of the product, and Total amount purchased in one purchase It consists of “purchase amount” and “cumulative purchase amount” indicating the total amount of purchases made so far.

  Next, the assistant DB 33c stored in the HDD 33 will be described with reference to FIG. In the assistant DB 33c, for each assistant, assistant data related to the assistant and the customer correspondence schedule for the day are stored. As shown in FIG. 5A, the assistant data includes an “assistant number” for identifying the assistant, a “card number used” for identifying the assistant terminal 1 used by each assistant, and a sales floor (for each assistant) ( It is composed of a “group number” indicating a product group. On the other hand, as shown in (b) of the figure, the customer service schedule provides customer service time by dividing the business hours (10: 0 to 18:00 in this embodiment) every 2 hours. Two assistants in charge of customer service are assigned every hour.

  Next, the functional configuration of the sales support system SY will be described with reference to FIG. This figure is a functional block diagram of the sales system SY. As illustrated, the assistant terminal 1 includes an imaging unit 51 (Web camera 11), a display unit 52 (display 16), and a call unit 53 (microphone 17 and speaker 18). The store server 2 includes a product DB 33a, a customer DB 33b, an assistant BD 33c (all stored in each storage area in the HDD 33), a reservation information acquisition unit 100 (customer terminal communication unit 35), a reservation confirmation unit 101, and imaging control. Unit 54, image data obtaining unit 55 (communication unit 34 for assistant terminal), product specifying unit 56, product data extracting unit 57 (“product related information extracting unit” in claims), screen data generating unit 58 (CPU 30 and assistant terminal) Communication section 34), information conversion section 59, voice data acquisition section 60 (communication section communication section 34, customer terminal communication section 35), product selection section 61, and accounting information generation section 62. The reservation confirmation unit 101, the imaging control unit 54, the product identification unit 56, the product data extraction unit 57, the screen data generation unit 58, the information conversion unit 59, the product selection unit 61, and the transaction information generation unit 62 of the store server 2 are The CPU 30 is mainly configured. The customer terminal 3 includes a reservation information transmission unit 102, a reservation confirmation information acquisition unit 103, an imaging angle / imaging magnification instruction unit 63 (keyboard 9 and mouse 10), a display unit 64 (display 8), and a calling unit 65 (microphone 46 and speaker). 47), and a product selection operation unit 66 (keyboard 9 and mouse 10).

  Hereinafter, each component provided in the store server 2 will be mainly described. The reservation information acquisition unit 100 acquires reservation information from the reservation information transmission unit 102 of the customer terminal 3. The reservation information includes “desired desired time” indicating the time when the customer terminal 3 desires to deal with the customer, and “desired assistant” indicating the assistant who wishes to deal with the customer (see FIG. 10). The reservation confirmation unit 101 confirms the reservation for the acquired reservation information with reference to the customer DB 33b and the assistant DB 33c, and transmits the reservation confirmation information to the reservation confirmation information acquisition unit 103 of the customer terminal 3. In addition, when the reservation cannot be confirmed with respect to the acquired reservation information, it is preferable to transmit other information indicating the recommended response time.

  When the imaging control unit 54 receives an operation signal for changing the imaging angle and magnification of the in-store camera 14 from the imaging angle / imaging magnification instruction unit 63 of the customer terminal 3, the imaging control unit 54 captures the imaging angle of the in-store camera 14 in the assistant terminal 1. Then, a control signal for changing the photographing magnification is transmitted.

  The image data acquisition unit 55 acquires the image data of the video imaged by the imaging unit 51 of the assistant terminal 1 and transmits it to the display unit 64 of the customer terminal 3.

  The product specifying unit 56 specifies a product included in the acquired image data. Specifically, the product barcode (see FIG. 8A) is detected from the acquired image data, and the product included in the image data is specified by reading the product code specifying the product from the product barcode. .

  The product data extracting unit 57 extracts the product data of the product specified by the product specifying unit 56 from the product DB 33a in association with the product code. The product data extraction unit 57 extracts product data including “keywords” detected by the information conversion unit 59 described later. The screen data generation unit 58 generates screen data to be displayed on the display 8 of the customer terminal 3 based on the image data acquired by the image data acquisition unit 55 and the product data extracted by the product data extraction unit 57. To do. Then, the generated screen data is transmitted to the customer terminal 3.

  The voice data acquisition unit 60 acquires customer and assistant voice data from the customer terminal 3 and the assistant terminal 1. The information conversion unit 59 includes an acoustic analysis unit (not shown), an acoustic model, a language model, and a word dictionary. Using these, the acquired voice data is converted into text information and recorded in a storage unit (not shown). And the "keyword" memorize | stored in merchandise DB33a is detected from the recorded text information.

  Upon receiving an operation signal for selecting a product from the product selection operation unit 66 of the customer terminal 3, the product selection unit 61 selects the product of the selected product from the product data included in the screen data transmitted to the customer terminal 3. Select data. The transaction information generation unit 62 generates transaction information indicating the total amount of the selected product from the product data selected by the product selection unit 61 and transmits it to the customer terminal 3.

  Next, an image displayed on the display 8 of the customer terminal 3 will be described with reference to FIG. In the present embodiment, it is assumed that a similar image is displayed on the display 16 of the assistant terminal 1. The figure (a) has shown an example of the image on which the store image of the fruit store imaged with the camera 14 for stores of the assistant terminal 1 and the product data extracted from the store image were displayed. On the left side of the display 5, videos of “apples”, “mandarin oranges”, and “peaches” displayed on the display shelves 70 of the fruit section are displayed. In addition, a merchandise shelf label 71 on which a merchandise bar code (not shown) of each merchandise is written is arranged on the display shelf 70. On the right side of the display 8, product data of “apples”, “mandarin oranges”, and “peaches” read from the product barcode displayed in the in-store video is vertically arranged and displayed. . In the display area of each product data, for example, the “apple” shown in the figure, from the top, “Keyword” is “No pesticide”, “Product name” is “Apple”, “Production information” is “Aomori ”,“ 1 ”as“ content ”, and“ ¥ 200 ”as“ price ”.

  FIG. 8B shows an example of an image in which a video of “apple” and product data displayed by the product camera 15 of the assistant terminal 1 are displayed. On the left side of the display 5, the “apple” picked up by the assistant is displayed in an enlarged manner. Thereby, the customer can confirm individual differences of each “apple” and can select a desired product. In addition, it is preferable that an assistant performs switching of imaging of the camera for product 15 and the camera for store 14. Further, it is preferable that the customer confirms the in-store video as shown in FIG. 5A and instructs the assistant to take a desired “apple” by hand and take an image with the product camera 15 through a call. According to this, a customer can select a customer-preferred product (for example, an “apple” that seems sweet). On the other hand, on the right part of the display 5, the product data extracted in the store image (the figure (a)) displayed immediately before is displayed.

  FIG. 8C shows an example of an image on which transaction information is displayed. The in-store video captured by the in-store camera 14 is displayed on the left side of the display 5, the product information extracted from the in-store video is displayed on the right side of the display 5, and the customer information is displayed at the bottom of the display 5. The accounting information indicating the total price of the product selected by the terminal 3 is displayed. In the figure, “¥ 400” is displayed as “total amount in cart”. The assistant stores the “apples” to be purchased, which are determined by the customer, in the cart 4 each time by calling with the customer. At this time, if product information cannot be registered by a product barcode or the like, the assistant may input the product name, unit price, or quantity on the assistant product on a dedicated product registration screen. As a result, the customer can surely purchase the “apple” selected by the customer. In addition, it is good also as a structure which further displays "product name", "number", and "price" of the goods in the cart 4 as accounting information at the lower part of the display 5. FIG.

  Next, with reference to FIG. 9, the extraction of product data from the conversation between the assistant and the customer will be described. FIG. 5A shows an example of a conversation between an assistant and a customer. In the illustrated example, the word “season” is included in the customer's utterance. In this case, the voice data acquisition unit 60 and the information conversion unit 59 of the store server 2 detect the word “season” as “keyword” from the voice data (converted into text information), and the product data extraction unit 57 Product data of products including the word “season” as “is extracted. As shown in the figure, the product data of “onion” and “cabbage”, which are products including the word “season recommended” as “keyword”, is displayed at the bottom of the display 5. Note that the product data extracted by keyword detection from the voice data may be extracted from all sales floors (groups) or may be extracted from a predetermined limited sales floor. Thereby, it is possible to prevent the product data of a huge amount of products from being extracted.

  Next, with reference to FIG. 10 and FIG. 11, the reservation confirmation process of this embodiment will be described. FIG. 10 shows a case where the reservation information is acquired from the customer terminals 3a to 3d for the time zone “12: 0 to 14:00” where the sales support (customer correspondence) is performed. On the other hand, as shown in FIG. 6B, assistants that can be handled are assistant 2 and assistant 3. FIG. 11A shows the conditions for determining the customer terminal 3 for confirming the reservation in order of priority. The reservation confirming unit 101 of the store server 2 selects the “hope assistant” included in the reservation information, the “total amount of money” stored in the purchase history, and the group to which the products that the customer terminal 3 has purchased so far belong most. The customer terminal 3 that decides the reservation is determined on the condition of “the most purchased product group” shown.

  FIG. 11B shows a reservation confirmation result for the reservation status in FIG. The customer terminal 3 to which the assistant 2 is assigned is the customer terminal 3 a in which “the most purchased product group” is the group A in charge of the assistant 2 among the customer terminals 3 a and d who desire the assistant 2. In this case, the “total amount” is the same amount. On the other hand, the customer terminal 3 to which the assistant 3 is assigned is the customer terminal 3c having a large “total amount” among the customer terminals 3b and c who desire the assistant 3.

  According to the sales support system SY of the present embodiment, in the sales support through the network, the assistant and the customer make a call and the customer is actually shopping in the store in order to provide the customer with the in-store video. You can get a feeling like this. That is, since the customer can see the products actually displayed in the store by the in-store video, the customer can shop while obtaining real-time information. Further, since the product data of the product shown in the in-store video is displayed at the same time, the customer can obtain more detailed information about the product. Further, since the product data is extracted and displayed even based on the conversation between the customer and the assistant, the product data of the product that meets the needs of the customer can be automatically displayed, and sales support can be performed appropriately.

  In this embodiment, the conversation between the assistant and the customer is assumed. However, a camera that reflects the assistant and the customer's face, such as a video phone, may be provided to perform communication including conversation and facial expressions. In the present embodiment, the purchase target product is selected by operating the customer terminal 3. However, the assistant terminal 2 is provided with a scanner for reading the product barcode, and the assistant uses the scanner to check the purchase target product. The product barcode may be scanned. According to this, the customer can surely purchase the product to be purchased determined by the dialogue between the assistant and the customer. For example, among a plurality of “apples”, an “apple” that a customer intends to purchase can be reliably processed as a product to be purchased by an assistant.

  In addition, according to the sales support system SY of the present embodiment, an assistant to be paired with a customer is determined based on the purchase history of the customer. Therefore, an assistant and a sales support service that meet the needs of the customer can be provided. That is, it is possible to provide higher quality sales support by supporting an assistant in charge of products often purchased by customers. In addition, since a customer's desired assistant is assigned to a customer terminal having a large accumulated purchase amount so far, the purchase can be indirectly promoted.

  As a method for confirming the reservation, the assistant may not be specified but only the desired time may be specified. Further, group designation may be performed instead of assistant designation. Further, in the example of FIG. 10 described above, it may be possible to select whether or not priority is to be given to the purchased product most frequent group. Note that the priority of each condition can be changed.

  In the present embodiment, the assistant operating the assistant terminal 1 is a store clerk, but it may be a robot. The customer terminal 3 may be operable not only to operate the imaging angle of the in-store camera 14 but also to move the cart 4.

  It is also possible to provide each component of the sales support system SY described above as a program. It is also possible to provide the program stored in a storage medium (not shown). As the recording medium, a CD-ROM, a flash ROM, a memory card (compact flash (registered trademark), smart media, memory stick, etc.), a compact disk, a magneto-optical disk, a digital versatile disk, a flexible disk, and the like can be used.

  Further, regardless of the above-described embodiments, the apparatus configuration, processing steps, and the like of the sales support system SY can be appropriately changed without departing from the gist of the present invention.

1: Assistant terminal 2: Store server 3: Customer terminal 4: Cart 11: Web camera 14: In-store camera 15: Product camera 33a: Product DB 55: Image data acquisition unit 56: Product specification unit 57: Product data extraction unit 59: Information conversion unit 60: Audio data acquisition unit 61: Product selection unit 62: Accounting information generation unit SY: Sales support system 106: Reservation information acquisition unit 101: Reservation confirmation unit 102: Reservation information transmission unit

Claims (7)

A sales support device for providing an assistant service that is connected to a plurality of customer terminals via a network, and an assistant provides sales support for each customer terminal,
A response time storage unit that stores a response time that can be handled by the assistant customer;
A purchase history storage unit for storing a purchase history for each customer terminal;
Reservation information acquisition unit for acquiring reservation information indicating the desired response time for the assistant to support from the customer terminal;
When reservation information is acquired from a plurality of customer terminals for the available time of the assistant, the assistant responds at the available time among the plurality of customer terminals based on the purchase history of each customer terminal. A sales support device, comprising: a reservation determination unit that determines a customer terminal for determining The available time storage unit stores an assistant number and available time linked to each assistant,
The reservation information acquisition unit further acquires the assistant number desired to be handled from the customer terminal,
The reservation determination unit determines the correspondence of the assistant indicated by the assistant number among the plurality of customer terminals based on the purchase history when the reservation information is acquired from the plurality of customer terminals with respect to the assistant number. The sales support apparatus according to claim 1, wherein a customer terminal is determined. The purchase history storage unit further stores a cumulative purchase price,
The sales support device according to claim 1 or 2, wherein the reservation determination unit determines a customer terminal for determining the response of the assistant based on the cumulative purchase amount. The purchase history includes product information for identifying each purchased product and a group number indicating a group to which the product associated with the product information belongs,
The available time storage unit further stores the group number in charge for the assistant number of the assistant,
The reservation confirming unit confirms the correspondence of the assistant to a customer terminal that has purchased the most products of the group number handled by the assistant among the plurality of customer terminals. Item 3. The sales support device according to Item 2. A sales support apparatus according to any one of claims 1 to 4,
A sales support system comprising a plurality of the customer terminals. A method for controlling a sales support device for providing an assistant service connected to a plurality of customer terminals via a network, and an assistant providing sales support to each customer terminal,
The sales support device is
A response time storage step for storing a response time that can be handled by the assistant customer;
A purchase history storage step for storing a purchase history for each customer terminal;
Reservation information acquisition step for acquiring reservation information indicating a desired response time for the assistant to support from the customer terminal;
When reservation information is acquired from a plurality of customer terminals for the available time, the assistant's response is determined at the available time among the plurality of customer terminals based on the purchase history of each customer terminal. A method for controlling a sales support apparatus, comprising: executing a reservation determination step for determining a customer terminal.   The program for making a computer perform each step in the control method of the sales assistance apparatus of Claim 6.

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