JP2015156152A - service information management system and service information management method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To allow a shop clerk to appropriately deal with a customer.

SOLUTION: An imaging device 2 images a car number included in a license plate of a vehicle and also transmits car number information including the imaged car number to a service information management device 1. When receiving car number information from the imaging device 2, the service information management device 1 generates instruction information including an instruction to a user of a portable terminal 4 on the basis of history information corresponding to a car number included in the car number information and transmits the instruction information to the portable terminal 4. When receiving instruction information from the service information management device 1, the portable terminal 4 converts the instruction information into instruction voice and outputs the instruction voice to a head set 5.

COPYRIGHT: (C)2015,JPO&INPIT

Description

  The present invention relates to a service information management system and a service information management method.

  2. Description of the Related Art Conventionally, there is known a method for supporting a store clerk's customer response to a customer who comes to a store by a vehicle. For example, when a store clerk wearing a headset reads out a car registration number in response to a customer coming to the car by car, the voice recognition device recognizes the car registration number read out and searches based on the recognition result. There is known a method of notifying a store clerk by displaying customer data on a display device or printing on paper (for example, see Patent Document 1).

Japanese Patent Laid-Open No. 5-298333

  However, when there are many types of services provided in the store, there is a problem that it is difficult for the store clerk to determine what service should be provided based on the customer information even if the store clerk is notified of the customer data. In particular, inexperienced clerk has a problem that even if notified of customer data, it is not possible to respond appropriately to customers. In addition, if there are a large number of customers who visit the store, the store clerk cannot remember what service the store clerk has provided to each customer in the past, and the store clerk will respond appropriately even if the customer data is notified There is also the problem that it cannot be done. In the conventional technique, customer data is displayed on a display device or printed from a printer. Therefore, the store clerk needs to visually confirm the displayed or printed customer data. For example, if the location where the customer data is confirmed and the location where the service is provided are distant, it takes time for the store clerk to check the customer data, and as a result, it takes time for the store clerk to respond to the customer. There's a problem.

  In addition, if the store clerk notifies customer data to the store clerk in response to reading the car registration number, if the store clerk misreads the car registration number, the wrong customer data will be sent to the store clerk, and appropriate customer service will be handled. The problem of not being able to do so also arises. In addition, there is a problem that a delay occurs between the time when the store clerk reads out the car registration number and the customer data can be acquired, so that the start of service provision by the store clerk is delayed.

  It is an object of the present invention to provide a service information management system and a service information management method that allow a store clerk to appropriately handle customers.

  In order to solve the above-described problem, a service information management system according to a first aspect includes a mobile terminal, a service information management apparatus capable of communicating with the mobile terminal via a wireless line, and a photographing apparatus, The imaging device captures the vehicle number included in the license plate of the vehicle, transmits vehicle number information including the captured vehicle number to the service information management device, and the service information management device associates the vehicle number with the vehicle number. Included in the vehicle number information, an information management unit that manages history information indicating a history of services provided to the vehicle user of the vehicle number, a reception unit that receives the vehicle number information from the imaging device, and Based on the history information corresponding to the vehicle number, a generation unit that generates instruction information including an instruction to the user of the mobile terminal, and a transmission unit that transmits the instruction information to the mobile terminal, The portable terminal includes a terminal communication unit that receives the instruction information from the service information management device, a conversion unit that converts the instruction information into instruction voice when the terminal communication unit receives the instruction information, and the instruction voice. And an audio input / output unit for outputting.

  The conversion unit recognizes voice input via the voice input / output unit and converts the voice into input voice information, the terminal communication unit transmits the input voice information to the service information management device, and The reception unit receives the input voice information from the portable terminal, and the information management unit adds the input voice information received by the reception unit after the transmission unit transmits the instruction information to the user of the portable terminal. When the service information indicating the contents of the service provided by the user is included, the history information is generated based on the service information, and the generated history information is associated with the vehicle number corresponding to the instruction information. You may memorize | store in a memory | storage part.

  When the receiving unit receives the input voice information including the vehicle number corresponding to the instruction information transmitted to the portable terminal, the transmitting unit transmits the input voice information to the portable terminal. The instruction information corresponding to the vehicle number may be retransmitted.

  When the transmission unit receives information indicating that the reception unit is providing a service from the mobile terminal after transmitting the instruction information, the reception unit receives the vehicle number information from the imaging device. Accordingly, the instruction information generated by the generation unit may not be transmitted to the mobile terminal.

  When the transmission unit receives information indicating that the reception unit is providing a service from the mobile terminal and then receives information indicating that the service has been provided from the mobile terminal, the reception unit The instruction information generated by the generation unit in response to receiving the vehicle number information from the imaging device may be transmitted to the portable terminal.

  The information management unit manages the service history and history information indicating a user of the mobile terminal that provided the service in association with the vehicle number information, and the transmission unit is configured to manage the vehicle number information. May be transmitted to the mobile terminal of the user who provided the service specified by the plurality of mobile terminals based on the history information corresponding to the vehicle number information.

  The service information management method according to the second aspect of the present invention provides a service information management device that captures a vehicle number included in a license plate of a vehicle and vehicle number information including the vehicle number captured in the shooting procedure. Instructions to the user of the portable terminal based on the procedure for transmitting to the vehicle, the procedure for the service information management device to receive the vehicle number information, and the history information stored in the storage unit in association with the vehicle number information A procedure for generating instruction information including: a procedure for transmitting the instruction information to the portable terminal; a procedure for converting the instruction information into an instruction voice in the portable terminal that has received the instruction information; and And a procedure for outputting.

  ADVANTAGE OF THE INVENTION According to this invention, a shop assistant can perform customer reception appropriately.

It is a figure which shows the outline | summary of the service information management system which concerns on 1st Embodiment. It is a functional block diagram of the service information management apparatus and portable terminal which concern on 1st Embodiment. It is a figure which shows the information memorize | stored in log | history DB which concerns on 1st Embodiment. It is a figure which shows the service interval information which concerns on 1st Embodiment. It is a sequence diagram which shows the flow of a process at the time of proposing a service to a customer using the service information management system which concerns on 1st Embodiment. It is a figure which shows the information memorize | stored in log | history DB which concerns on 2nd Embodiment. It is a figure which shows the information memorize | stored in log | history DB which concerns on 6th Embodiment.

<First Embodiment>
[Configuration of Service Information Management System S]
Hereinafter, a first embodiment of the present invention will be described with reference to the drawings.
FIG. 1 is a diagram illustrating a configuration of a service information management system S according to the first embodiment. The service information management system S is a system for a store clerk to provide services to customers who visit a store such as a gas station. The service information management system S includes a service information management device 1, a photographing device 2, an access point 3, a plurality of portable terminals 4, and a plurality of headsets 5.

  In the service information management system S, the photographing device 2 photographs the entrance of the gas station, photographs the vehicle number included in the license plate of the vehicle that visited the store, analyzes the captured image, and identifies the vehicle number To do. The imaging device 2 is connected to the service information management device 1 by wire, and transmits vehicle number information including the captured vehicle number to the service information management device 1.

  Note that the imaging device 2 may be connected to the service information management device 1 via the access point 3 so as to be communicable. In this case, the imaging device 2 may wirelessly transmit the vehicle number information to the service information management device 1 via the access point 3. Moreover, the imaging device 2 may transmit the captured video to the service information management device 1 as vehicle number information including a vehicle number. And if the service information management apparatus 1 receives vehicle number information, you may perform image analysis of the image | video which the said vehicle number information shows, and specify the vehicle number of the vehicle which visited the store contained in the said image | video.

  When the service information management device 1 is a computer and receives vehicle number information from the photographing device 2, the service information management device 1 is instruction information that is text information including an instruction related to provision of a service to a store clerk based on history information indicating a service history. Is generated. The service information management device 1 wirelessly transmits the generated instruction information to the portable terminal 4 possessed by the store clerk via the access point 3. Note that the service information management device 1 may notify a warning when the instruction information cannot be transmitted to the mobile terminal 4 because, for example, all the mobile terminals 4 are not activated. For example, the service information management device 1 may output a warning sound as a warning from a speaker provided in the store, or display the warning information on a display provided in the store.

  Each of the plurality of mobile terminals 4 is, for example, a smartphone or a tablet, and is held by a store clerk as described above. Each of the plurality of mobile terminals 4 is connected to a headset 5 worn by a store clerk by wire or wirelessly such as Bluetooth (registered trademark). The mobile terminal 4 may be a wearable terminal that can be worn on the human body. Hereinafter, the clerk possessing the portable terminal 4 is also referred to as a user.

  When the portable terminal 4 receives the instruction information, the portable terminal 4 converts the instruction information into an instruction voice and outputs it to the headset 5. Thereby, the user of the portable terminal 4 can provide an appropriate service to the customer who visited the store based on the instruction voice.

Thereafter, the mobile terminal 4 inputs a voice including the vehicle number that provided the service, the content of the service, and information indicating that the service has been provided to the mobile terminal 4 via the headset 5. Then, the mobile terminal 4 converts the voice into text information and transmits it to the service information management apparatus 1. Hereinafter, text information converted from speech is referred to as input speech information.
When the service information management apparatus 1 receives the input voice information from the portable terminal 4, the service information management apparatus 1 stores the vehicle number and the service content included in the input voice information in association with each other as a service history.

[Functional configuration of service information management apparatus 1]
Next, the functional configuration of the service information management device 1 will be described.
FIG. 2 is a functional configuration diagram of the service information management device 1 and the mobile terminal 4 according to the first embodiment. In FIG. 2, the headset 5 and the access point 3 are omitted.
The service information management device 1 includes a device communication unit 11, a storage unit 12, and a control unit 13.

The device communication unit 11 includes a reception unit 111 and a transmission unit 112.
The receiving unit 111 receives vehicle number information from the imaging device 2. The receiving unit 111 inputs the received vehicle number information to the control unit 13.
The transmission unit 112 wirelessly transmits the instruction information generated by the control unit 13 to the mobile terminal 4. Specifically, the transmission unit 112 transmits to the plurality of portable terminals 4 via the access point 3 in response to the instruction information input from the control unit 13.

  The storage unit 12 includes, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), a hard disk, and the like. The storage unit 12 stores various programs for operating the service information management apparatus 1. The storage unit 12 includes a history DB 121 that stores history information indicating the history of services provided to the user of the vehicle with the vehicle number in association with the vehicle number.

  FIG. 3 is a diagram illustrating information stored in the history DB 121 according to the first embodiment. As shown in FIG. 3, the car number is composed of, for example, hiragana displayed on a license plate and a series of designated numbers of 1 to 4 digits (vehicle number in the case of a light vehicle). The vehicle number may include information indicating the area displayed on the license plate and a classification number indicating the type of vehicle.

  Further, as shown in FIG. 3, the history information includes a service implementation date indicating the date on which the user of the vehicle corresponding to the vehicle number received the service, and the contents of the service indicating the service received by the user. ing. The history DB 121 may store information acquired from an external device. For example, even if a vehicle number and a registration date of vehicle inspection are obtained from a server that provides a vehicle number registered in the automobile inspection registration system (hereinafter referred to as vehicle inspection) provided by the Ministry of Land, Infrastructure, Transport and Tourism, and stored in the history DB 121. Good. The history DB 121 may be shared by a plurality of gas stations in the same series. By doing in this way, even if it is a customer who visits a store for the first time, if the customer has received a service at a gas station in the same series in the past, a proposal can be made based on the history of the service.

  In addition, the storage unit 12 stores the service content as service interval information in association with the service interval serving as a guideline for the proposal of the service. FIG. 4 is a diagram illustrating service interval information according to the first embodiment. For example, it can be confirmed that the service interval of the service content “oil change” is 6 months. The service interval information may be stored in association with priority information indicating the priority of the proposed service. Here, for example, the priority may be set high for a service with a high profit rate or a hot selling service. The priority may be changed according to the period.

The control part 13 is comprised by CPU, for example, and controls the service information management apparatus 1 whole. The control unit 13 includes a generation unit 131 and an information management unit 132.
The generation unit 131 generates instruction information including an instruction to the user of the mobile terminal 4 based on the history information corresponding to the vehicle number included in the vehicle number information received by the reception unit 111.

  Specifically, when the reception unit 111 receives the vehicle number information, the generation unit 131 specifies history information associated with the vehicle number included in the vehicle number information. Then, the generation unit 131 refers to the service interval information, and describes the contents of the service in which the interval between the current time and the service implementation date included in the history information is longer than the service interval included in the service interval information. Identify the content of the service to be proposed. Subsequently, the generation unit 131 generates instruction information including the content of the service proposed to the customer, and transmits the instruction information to the plurality of mobile terminals 4 via the transmission unit 112.

  For example, when the car number is “U1230” and the current date is 2013/12/26, seven months have passed since the “oil change”. Therefore, the generation unit 131 identifies “oil change” as the content of the service recommended to the customer. Then, the generation unit 131 generates instruction information “Perform oil change and suggest oil change in April 2013”.

  In addition, the production | generation part 131 may also include the information which shows the content of the service which should not be proposed to a customer with respect to instruction information. For example, a vehicle with a car number of “U1230” is undergoing a car inspection on 2013/5/30. At the present time, one year and ten months, which is the service interval, have passed since the last car inspection. Not. Therefore, the generation unit 131 includes text information “The proposal for vehicle inspection is NG” in the instruction information.

  The information management unit 132 manages history information indicating the history of the service provided to the user of the vehicle with the vehicle number in association with the vehicle number of the vehicle. Specifically, the information management unit 132 includes service information indicating the content of the service provided by the user of the mobile terminal 4 in the input voice information received by the reception unit 111 after the transmission unit 112 transmits the instruction information. In the case where it is, the history information is generated based on the service information, and the generated history information is stored in the storage unit 12 in association with the vehicle number corresponding to the instruction information.

  For example, after the transmitting unit 112 transmits the instruction information “Please suggest oil change” to the mobile terminal 4, the receiving unit 111 receives the input voice information including predetermined contents from the mobile terminal 4. And For example, in the input voice information, the car number “U1230” and the character string “End” indicating that the service has been provided, such as “U1230, end, oil changed.” Suppose "Oil change" is included. In this case, the information management unit 132 associates the car number “U1230” with the current date “2013/12/26” indicating the service implementation date and the service content “oil change” in the history DB 121. . Thereafter, the information management unit 132 generates registration notification information “customer information has been updated.” And transmits the registration notification information to the mobile terminal 4 via the transmission unit 112.

  Here, when the received input voice information does not include the vehicle number, the information management unit 132 associates the history information with the vehicle number corresponding to the instruction information transmitted by the transmitting unit 112 most recently. You may memorize | store in log | history DB121.

  Specifically, the information management unit 132 temporarily stores in the storage unit 12 the vehicle number used when the generation unit 131 generates the instruction information and the service content included in the instruction information in association with each other. deep. And the information management part 132 will receive the service information contained in input voice information, if the input voice information "finished and oil changed." Which does not contain a vehicle number is received from the portable terminal 4 which transmitted instruction information. The vehicle number temporarily stored in the storage unit 12 in association with the contents of Then, the information management unit 132 stores the identified vehicle number, the current date “2013/12/26” indicating the service implementation date, and the service content “oil change” in the history DB 121 in association with each other. By doing in this way, in the service information management system S, when registering the contents of the service provided to the customer in the history DB 121, it is possible to register even if the input voice information does not include the car number. it can.

[Functional configuration of portable terminal 4]
Next, the functional configuration of the mobile terminal 4 will be described.
The mobile terminal 4 includes a terminal communication unit 41, a conversion unit 42, and an input / output unit 43.

  When the terminal communication unit 41 receives an RF signal indicating instruction information transmitted from the service information management apparatus 1 via an antenna (not shown) and the access point 3, the terminal communication unit 41 demodulates the RF signal into instruction information. Then, the terminal communication unit 41 outputs the demodulated instruction information to the conversion unit 42. Note that the terminal communication unit 41 may display the demodulated instruction information on the mobile terminal 4. In this way, when the user misses the instruction voice, the instruction information displayed on the portable terminal 4 can be confirmed.

  Further, the terminal communication unit 41 modulates the input voice information converted by the conversion unit 42 into an RF signal, and transmits the RF signal to the access point 3 via the antenna, thereby converting the input voice information into the service information management device 1. To wirelessly.

  The conversion unit 42 is implemented by, for example, a voice recognition application installed on the mobile terminal 4. Here, the voice recognition application may accept an input of a user ID for identifying the user of the mobile terminal 4 at the time of activation. When the terminal communication unit 41 receives the instruction information, the conversion unit 42 converts the instruction information into instruction voice. The conversion unit 42 outputs the converted instruction voice to the input / output unit 43.

  The conversion unit 42 recognizes the voice input via the input / output unit 43 and converts it into input voice information. Specifically, when a voice indicating the content of a service or a voice indicating a car number is input, the converter 42 converts the voice into input voice information. Then, the conversion unit 42 outputs the converted input voice information to the terminal communication unit 41.

  The input / output unit 43 inputs and outputs audio. Specifically, the input / output unit 43 outputs the instruction sound to the headset 5 in response to the conversion unit 42 converting the instruction information into the instruction sound. Note that the input / output unit 43 may directly output audio without going through the headset 5.

  In addition, the input / output unit 43 receives voice related to service provision from the user of the mobile terminal 4 via the headset 5. For example, the input / output unit 43 receives a voice “U, 1230, end, oil changed” indicating a service completion report. The input / output unit 43 does not pass through the headset 5 and receives a voice. May be directly accepted.

[Sequence in Service Information Management System S]
Next, the flow of processing when the service information management system S proposes a service to a customer will be described using a sequence.
FIG. 5 is a sequence diagram illustrating a processing flow when a service is proposed to a customer using the service information management system S according to the first embodiment.

  First, the photographing device 2 photographs the vehicle number included in the license plate of the vehicle that has visited the store (S1). Subsequently, the imaging device 2 identifies the vehicle number by performing image analysis of the captured video (S2), and transmits vehicle number information including the vehicle number to the service information management device 1.

  Subsequently, when the reception unit 111 receives the vehicle number information, the generation unit 131 generates instruction information including an instruction to the user of the mobile terminal 4 based on the history information corresponding to the vehicle number included in the vehicle number information. Generate (S3). Subsequently, the transmission unit 112 transmits the instruction information to the mobile terminal 4.

  Subsequently, when the terminal communication unit 41 receives the instruction information, the conversion unit 42 converts the instruction information into instruction voice (S4). Subsequently, the input / output unit 43 outputs the instruction voice converted by the conversion unit 42 to the headset 5 (S5). The user proposes service content to the customer based on the instruction voice.

  Subsequently, the input / output unit 43 receives a voice input indicating that the content of the service has been performed from the headset 5 (S6). Subsequently, the conversion unit 42 recognizes the input voice and converts it into input voice information (S7), and the terminal communication unit 41 wirelessly transmits the input voice information to the service information management apparatus 1.

  Subsequently, the information management unit 132 generates history information because the input voice information received by the reception unit 111 includes service information indicating the content of the service provided by the user of the mobile terminal 4. Then, the information management unit 132 registers the generated history information in the history DB 121 in association with the vehicle number included in the input voice information (S8).

[Effect of the first embodiment]
As described above, according to the first embodiment, when the service information management device 1 receives the vehicle number information from the imaging device 2, the service information management device 1 uses the history information corresponding to the vehicle number included in the vehicle number information. Instruction information including an instruction to the user is generated, and the instruction information is transmitted to the portable terminal 4 wirelessly. Then, when receiving the instruction information, the portable terminal 4 converts the instruction information into instruction voice and outputs it to the headset 5. By doing in this way, since the user (clerk) of the portable terminal 4 can propose a service to the customer based on the instruction voice, the customer service can be appropriately performed regardless of the clerk's experience. . In addition, since the instruction information is notified to the user of the mobile terminal 4 by voice, the user does not need to check the instruction information on the screen of the mobile terminal 4 and can perform the operation with both hands. Therefore, the user of the portable terminal 4 can perform business safely and efficiently.

  In addition, according to the first embodiment, since the instruction information is generated based on the car number photographed by the photographing device 2, the clerk can hear the instruction voice without the clerk reading out the car number. If the photographing device 2 is installed at the entrance of the store, the car number information is transmitted to the service information management device 1 when the car arrives at the entrance of the store. In the meantime, the store clerk can grasp what service should be provided to the customer in the car. Therefore, the store clerk can quickly and appropriately respond to the customer.

<Second Embodiment>
Next, the second embodiment will be described. In the first embodiment, the user registers the vehicle number and service contents in the history DB 121 by voice input, but in the second embodiment, the history DB 121 by voice input of the vehicle type instead of the vehicle number. It is different from the first embodiment in that it can be registered in the first embodiment.

  FIG. 6 is a diagram illustrating information stored in the history DB 121 according to the second embodiment. As shown in FIG. 6, the history information is stored in association with the vehicle number and the vehicle type. Hereinafter, the case where there is “AAA” as the vehicle type will be described.

  In the second embodiment, the user of the portable terminal 4 outputs an instruction voice from the headset 5, provides a service to the customer, and then transmits a voice including the type of the car that provided the service and the contents of the service to the headset 5. To enter. For example, the user of the mobile terminal 4 inputs “AAA, end, oil changed” to the headset 5.

  Subsequently, the conversion unit 42 recognizes the voice input via the input / output unit 43 and converts it into input voice information. For example, the input voice information includes vehicle type information “AAA” indicating the vehicle type provided by the user of the mobile terminal 4 and service information indicating the service content “oil change”. Subsequently, the terminal communication unit 41 wirelessly transmits the input voice information to the service information management apparatus 1.

  Subsequently, when the reception unit 111 receives input voice information including service information and vehicle type information, the information management unit 132 stores history information in the history DB 121 of the storage unit 12 in association with the vehicle number corresponding to the vehicle type information. Let For example, when the vehicle type information “AAA” is included in the input voice information, the information management unit 132 specifies the vehicle number “U1230” associated with the vehicle type information in the history DB 121. Then, the information management unit 132 stores the history information including the service execution date and the service content “oil change” in the history DB 121 in association with the vehicle number “U1230” and the vehicle type information “AAA”.

[Effects of Second Embodiment]
As described above, according to the second embodiment, when the reception unit 111 receives input voice information including service information and vehicle type information, the information management unit 132 stores history information in association with the vehicle number corresponding to the vehicle type information. Stored in the history DB 121 of the unit 12. In this way, even if the store clerk forgets the vehicle number of the vehicle that provided the service, the service history can be registered by voice input of the vehicle type.

  In the second embodiment, the service history can be registered by voice input of the vehicle type. However, the service history can be registered by voice input of the vehicle type and the color of the vehicle. Good. In this way, even when a vehicle of the same vehicle type comes to the store, the service history can be registered with high accuracy by distinguishing by color.

<Third Embodiment>
Subsequently, a third embodiment will be described. In the third embodiment, after the portable terminal 4 receives the instruction information and the instruction voice is output to the headset 5, the instruction information is received in response to the user of the portable terminal 4 requesting the repetition of the instruction voice. Is different from the first embodiment in that it can be received again, and is otherwise the same. Thereby, even if the user of the portable terminal 4 misses the instruction voice, the user can listen to the instruction voice again.

In the third embodiment, the generation unit 131 temporarily stores the instruction information and the vehicle number in the storage unit 12 in association with each other when transmitting the instruction information to the mobile terminal 4.
Thereafter, after the instruction voice is output from the headset 5, the user of the portable terminal 4 inputs “U1230, once again” to the headset 5 as a voice requesting the repetition of the instruction voice. The conversion unit 42 converts the voice into input voice information, and the terminal communication unit 41 transmits the input voice information and the identification information of the mobile terminal 4 to the service information management apparatus 1. Here, the identification information of the portable terminal 4 may be information unique to each of the plurality of portable terminals 4, such as a user ID input when the voice recognition application is activated, an IP address of the portable terminal 4, and the like.

  When the reception unit 111 receives the input voice information including the vehicle number corresponding to the instruction information transmitted to the mobile terminal 4, the transmission unit 112 of the service information management device 1 transmits the input voice information. In response, the instruction information corresponding to the vehicle number is retransmitted. Specifically, when the input voice information includes a vehicle number and a character string “one more time”, the generation unit 131 extracts instruction information stored in association with the vehicle number in the storage unit 12. . Then, the generation unit 131 retransmits the instruction information via the transmission unit 112 to the mobile terminal 4 that has transmitted the input voice information.

  Subsequently, when the terminal communication unit 41 receives the retransmitted instruction information, the conversion unit 42 converts the instruction information into instruction voice. Subsequently, the input / output unit 43 outputs the instruction voice converted by the conversion unit 42 to the headset 5.

[Effect of the third embodiment]
As described above, according to the third embodiment, the mobile terminal 4 can re-receive the instruction information from the service information management device 1 in response to the user of the mobile terminal 4 requesting the repetition of the instruction information. . Thus, even when the user misses the instruction voice, the user can listen to the instruction voice again and propose a service to the customer.

<Fourth Embodiment>
Subsequently, a fourth embodiment will be described. The fourth embodiment is different from the first embodiment in that the instruction information is transmitted only to the portable terminal 4 existing in the service providing area in the store (for example, the fueling area at the gas station). Then it is the same.

  In the fourth embodiment, when the user of the mobile terminal 4 is ready for service provision in the service provision area in the store, the user inputs a voice “Start business” to the headset 5. In addition, when the user of the portable terminal 4 finishes providing the service in the service providing area in the store due to the completion of the break or working hours, the user inputs a voice “End of business” to the headset 5.

  When the conversion unit 42 recognizes the input voice and converts it into input voice information, the terminal communication unit 41 wirelessly transmits the input voice information and the identification information of the mobile terminal 4 to the service information management device 1. . Subsequently, the reception unit 111 receives input voice information and identification information of the mobile terminal 4 from the mobile terminal 4.

  If the input voice information received by the reception unit 111 includes “service start” indicating that preparation for service provision is included, the information management unit 132 stores the instruction information stored in the storage unit 12. The received identification information of the portable terminal 4 is stored in the transmission target list. Further, when the input voice information received by the receiving unit 111 includes “service end” indicating that service provision has ended, the information management unit 132 receives the mobile terminal from the instruction information transmission target list. 4 identification information is deleted.

  After generating the instruction information, the generation unit 131 identifies the portable terminal 4 to be transmitted based on the transmission target list of the instruction information stored in the storage unit 12. Then, the generation unit 131 transmits instruction information to the identified mobile terminal 4 via the transmission unit 112. Note that the generation unit 131 may notify a warning when, for example, the transmission-target mobile terminal 4 cannot be specified because the transmission-target mobile terminal 4 does not exist in the service providing area. For example, the service information management device 1 may transmit warning information to the mobile terminal 4 that is not the transmission target, and cause the mobile terminal 4 to output a warning sound or display warning information indicating a warning. Moreover, the service information management apparatus 1 may output a warning sound as a warning from a speaker provided in the store, or display warning information on a display provided in the store, for example.

[Effect of the fourth embodiment]
As described above, according to the fourth embodiment, the service information management apparatus 1 can transmit the instruction information only to the user of the portable terminal 4 that is ready for service provision in the service provision area in the store.

<Fifth Embodiment>
Subsequently, a fifth embodiment will be described. In the fifth embodiment, the fourth embodiment is such that when the user of the mobile terminal 4 provides a service based on the instruction voice, the instruction information is not newly transmitted to the mobile terminal 4. Unlike form, it is the same in other respects.

  In the fifth embodiment, when the user of the portable terminal 4 listens to the instruction voice and starts providing the service, the user inputs a voice message “Start service provision and oil change is performed” to the headset 5. . In addition, when the provision of the service is completed, the user of the portable terminal 4 inputs a voice to the headset 5 as “Service provision completed, oil changed.”

  When the conversion unit 42 recognizes the input voice and converts it into input voice information, the terminal communication unit 41 wirelessly transmits the input voice information and the identification information of the mobile terminal 4 to the service information management device 1. . Subsequently, the reception unit 111 receives input voice information and identification information of the mobile terminal 4 from the mobile terminal 4.

  The information management unit 132 prohibits transmission of instruction information stored in the storage unit 12 when the input voice information received by the reception unit 111 includes “service provision start” indicating that service provision has started. The received identification information of the mobile terminal 4 is stored in the list. In addition, when the input voice information received by the receiving unit 111 includes “service provision completion” indicating that the service provision has been completed, the information management unit 132 receives the mobile phone received from the instruction information transmission prohibition list. The identification information of the terminal 4 is deleted.

  After generating the instruction information, the generation unit 131 identifies the portable terminal 4 to be transmitted based on the instruction information transmission target list and the instruction information transmission prohibition list stored in the storage unit 12. Specifically, the generation unit 131 first extracts identification information of the portable terminal 4 to be transmitted based on the transmission target list. Subsequently, the generation unit 131 excludes the identification information of the portable terminal 4 included in the transmission prohibition list from the extracted identification information of the portable terminal 4 and specifies the portable terminal 4 to be transmitted. Then, the generation unit 131 transmits instruction information to the identified mobile terminal 4 via the transmission unit 112.

  Thereby, after transmitting the instruction information, when the transmission unit 112 receives information “service provision start” indicating that the reception unit 111 is providing a service from the portable terminal 4, the reception unit 111 receives the imaging device 2. The instruction information generated by the generation unit 131 in response to the reception of the vehicle number information from is not transmitted to the portable terminal 4.

  The transmission unit 112 receives the information “service provision start” indicating that the reception unit 111 is providing a service from the portable terminal 4 and then indicates that the provision of the service from the portable terminal 4 is completed. When “service provision completion” is received, the reception unit 111 transmits the instruction information generated by the generation unit 131 in response to the reception of the vehicle number information from the imaging device 2 to the portable terminal 4.

[Effect of Fifth Embodiment]
As described above, according to the fifth embodiment, the service information management apparatus 1 manages whether or not the user of the mobile terminal 4 is providing a service based on the instruction information, so that the mobile information service is being provided. Instruction information can be temporarily not transmitted to the user of the terminal 4. Thereby, the service information management apparatus 1 can concentrate the said user on provision of a service.

<Sixth Embodiment>
Subsequently, a sixth embodiment will be described. In the sixth embodiment, a user (store clerk) who has been in service in the past with respect to a user of a vehicle photographed by the photographing device 2 is specified, and instruction information is transmitted to the portable terminal 4 of the user. However, unlike the first embodiment, the other points are the same.

In the sixth embodiment, the information management unit 132 manages service history and history information indicating the user of the mobile terminal 4 that provided the service in association with the vehicle number information.
FIG. 7 is a diagram illustrating information stored in the history DB 121 according to the sixth embodiment. As illustrated in FIG. 7, the history information is stored in association with the vehicle number and the user of the mobile terminal 4 that provided the service.

  In the sixth embodiment, when the receiving unit 111 receives the vehicle number information, the transmitting unit 112 receives the service specified by the plurality of mobile terminals 4 based on the history information corresponding to the vehicle number information. Instruction information is transmitted to the portable terminal 4.

  Specifically, when the reception unit 111 receives the vehicle number information, the generation unit 131 refers to the history DB 121, based on the history information associated with the vehicle number included in the vehicle number information. Generate information. Moreover, the production | generation part 131 specifies the user of the portable terminal 4 which provided service in the past with respect to the vehicle of the said vehicle number with reference to log | history DB121. And the production | generation part 131 transmits instruction information with respect to the said user's portable terminal 4 via the transmission part 112. FIG.

[Effect of the sixth embodiment]
As described above, according to the sixth embodiment, the service information management device 1 is a user who has served customers in the past when the visited vehicle is a vehicle that has visited the store in the past. (Clerk) is specified, and the instruction information is transmitted to the mobile terminal 4 of the user. In this way, the same store clerk can serve customers of a vehicle user who has visited the store in the past, and the service between the user of the vehicle and the store clerk is closely related and effectively serviced. Can be provided.

<Seventh Embodiment>
Subsequently, a seventh embodiment will be described. In 7th Embodiment, the imaging device 2 image | photographs the vehicle number contained in the license plate of the vehicle which visited the store, the service information management apparatus 1 specifies the vehicle type of the said vehicle based on the said vehicle number, and specified vehicle type The second embodiment is different from the first embodiment in that a market price of a purchase price (a trade-in price) in the used car market is acquired and output to the mobile terminal 4 by voice.

  In 7th Embodiment, the imaging device 2 image | photographs the vehicle number contained in the license plate of the vehicle which visited the store, and specifies a vehicle number by performing image analysis of the image | photographed image | video. Then, the photographing device 2 transmits vehicle number information including the vehicle number to the service information management device 1.

  Subsequently, when the reception unit 111 receives the vehicle number information including the vehicle number, the generation unit 131 corresponds to the vehicle number registered in the vehicle inspection provided by the Ministry of Land, Infrastructure, Transport and Tourism via a network such as the Internet. A server that provides vehicle type information is accessed, and vehicle type information corresponding to the vehicle number included in the vehicle number information is acquired. Here, the generation unit 131 may acquire the year of the vehicle in addition to the vehicle type information from the server.

  Subsequently, the generation unit 131 acquires the market price of the used car market of the relevant car model disclosed on the Internet or the like via the network. Specifically, the storage unit 12 stores addresses of a plurality of websites that manage the market price for each vehicle model, and the generation unit 131 accesses the plurality of websites using the addresses, Acquire the market price of the model indicated by the acquired model information. Here, the production | generation part 131 may acquire the market price corresponding to the acquired vehicle type information and model year from a plurality of websites. Furthermore, when the receiving unit 111 receives the input voice information and the input voice information includes the approximate travel distance of the vehicle, the generation unit 131 is closest to the market price corresponding to the approximate travel distance or the approximate travel distance. You may obtain a market price. Moreover, the production | generation part 131 may acquire a standard market price (for example, average value of a market price), when approximate mileage is not included. Moreover, the production | generation part 131 may calculate the average value of these several market prices, when several market prices are acquired.

  Subsequently, the generation unit 131 generates market price information including the acquired market price or the average price of market prices, and transmits the market price information to the mobile terminal 4. The generation unit 131 may specify a maximum value, a minimum value, an intermediate value, and the like of a plurality of market prices, and generate market price information including these values.

  Subsequently, when the terminal communication unit 41 receives the market price information, the conversion unit 42 converts the market price information into a notification voice. Subsequently, the input / output unit 43 outputs the notification sound converted by the conversion unit 42 to the headset 5. By doing in this way, the user can grasp the market price of the vehicle to which the car number is input based on the notification voice, and can make a proposal such as sale of a used car to the customer as necessary.

  As mentioned above, although this invention was demonstrated using embodiment, the technical scope of this invention is not limited to the range as described in the said embodiment. It will be apparent to those skilled in the art that various modifications or improvements can be added to the above embodiment. It is apparent from the scope of the claims that the embodiments added with such changes or improvements can be included in the technical scope of the present invention.

  For example, although the service information management apparatus 1 is installed in a store, the service information management apparatus 1 is not limited thereto, and may be provided on a network such as the Internet as an external server. In this case, the mobile terminal 4 may access the service information management apparatus 1 via the access point 3 and the network. Moreover, you may install the terminal for relay with the service information management apparatus 1 in a shop (for example, building of a gas station). In this case, the terminal may transmit vehicle number information to the service information management device 1 via the network, or obtain instruction information. The mobile terminal 4 may access the service information management apparatus 1 via the access point 3, the terminal, and the network.

DESCRIPTION OF SYMBOLS 1 ... Service information management apparatus, 11 ... Apparatus communication part, 111 ... Reception part, 112 ... Transmission part, 12 ... Memory | storage part, 121 ... History DB, 13 ... Control Unit 131 generating unit 132 information management unit 2 imaging device 3 access point 4 mobile terminal 41 terminal communication unit 42 Conversion unit, 43 ... input / output unit, 5 ... headset, S ... service information management system

Claims (7)

A mobile terminal, a service information management device capable of communicating with the mobile terminal via a wireless line, and a photographing device,
The imaging device captures the vehicle number included in the license plate of the vehicle, transmits vehicle number information including the captured vehicle number to the service information management device,
The service information management device includes:
In association with the vehicle number, an information management unit that manages history information indicating a history of services provided to a user of the vehicle of the vehicle number;
A receiver that receives the vehicle number information from the imaging device;
Based on the history information corresponding to the vehicle number included in the vehicle number information, a generating unit that generates instruction information including an instruction to the user of the mobile terminal;
A transmission unit for transmitting the instruction information to the mobile terminal;
Have
The portable terminal is
A terminal communication unit that receives the instruction information from the service information management device;
When the terminal communication unit receives the instruction information, a conversion unit that converts the instruction information into instruction voice;
A voice input / output unit for outputting the instruction voice;
Having
Service information management system. The conversion unit recognizes the voice input via the voice input / output unit, converts the voice into input voice information,
The terminal communication unit transmits the input voice information to the service information management device,
The receiving unit receives the input voice information from the mobile terminal;
In the case where the information management unit includes service information indicating a content of a service provided by a user of the mobile terminal in the input voice information received by the receiving unit after the transmitting unit transmits the instruction information The history information is generated based on the service information, and the generated history information is stored in the storage unit in association with the vehicle number corresponding to the instruction information.
The service information management system according to claim 1. When the receiving unit receives the input voice information including the vehicle number corresponding to the instruction information transmitted to the portable terminal, the transmitting unit transmits the input voice information to the portable terminal. , Resend the instruction information corresponding to the vehicle number,
The service information management system according to claim 2. When the transmission unit receives information indicating that the reception unit is providing a service from the mobile terminal after transmitting the instruction information, the reception unit receives the vehicle number information from the imaging device. The instruction information generated by the generation unit in response to the transmission is not transmitted to the mobile terminal.
The service information management system according to any one of claims 1 to 3. When the transmission unit receives information indicating that the reception unit is providing a service from the mobile terminal and then receives information indicating that the service has been provided from the mobile terminal, the reception unit Transmitting the instruction information generated by the generation unit in response to receiving the vehicle number information from the imaging device to the mobile terminal;
The service information management system according to claim 4. The information management unit manages history information indicating a history of the service and a user of the mobile terminal that provided the service in association with the vehicle number information;
When the receiving unit receives the vehicle number information, the transmitting unit receives the service specified by a plurality of the mobile terminals based on the history information corresponding to the vehicle number information. Send instruction information,
The service information management system according to any one of claims 1 to 5. The procedure for photographing the car number included in the vehicle license plate,
A procedure for transmitting vehicle number information including the vehicle number photographed in the photographing procedure to a service information management device;
The service information management device receives the vehicle number information,
A procedure for generating instruction information including an instruction to the user of the mobile terminal based on the history information stored in the storage unit in association with the vehicle number information;
Transmitting the instruction information to the mobile terminal;
In the mobile terminal that has received the instruction information, a procedure for converting the instruction information into instruction voice;
Outputting the instruction voice;
Comprising
Service information management method.

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