JP2016004294A - Information processor, information processing method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a technology for, even when a customer who requests a specific service limited in a staff who can cope therewith visits a store, suppressing the loss of a chance of providing the service to the customer.SOLUTION: The information processor is configured to, when receiving the input of request information related to a service, specify qualifications required for providing the service by extracting words and phrases included in the request information, and to determine the presence/absence of a staff who satisfies both a condition related to a requested visit date and place included in the request information and a condition related to qualifications on the basis of the information of held qualifications and attendance schedules, and to, when the determination result is negative, perform processing for an assistance request to the staff whose at least held qualifications satisfy the conditions.

Description

  The present application relates to an information processing apparatus, a method, and a program.

  When assigning personnel to various types of work, assignments are made in consideration of the skills and qualifications of each person (see, for example, Patent Documents 1-3).

JP 2003-108650 A JP 2003-006313 A JP 2013-200706 A

  Many customers who visit stores nationwide or in a specific area expect to receive the same service as other stores regardless of which store they visit. On the other hand, the adjustment of the number of staff at each store is dominated by busy conditions, etc. There is a possibility that the location of staff who can respond to the specific services required may be biased among stores.

  Accordingly, the present invention has an object to provide a technique for suppressing loss of an opportunity for providing services to a customer even when a customer who wants a specific service with limited staff available visits the store. To do.

  In order to solve the above-described problems, in the present invention, when a service request is received from a customer, the service desired by the customer is provided based on the degree of approximation between the words included therein and the keyword related to the service requiring qualification. After identifying the required qualifications and determining whether there is a staff member who satisfies the conditions such as the desired date of visit and the retention qualifications of the staff and the conditions for going to work, in the case of a negative determination, We decided to process support requests.

  Specifically, the keyword group related to a service which is an information processing apparatus and extracts a phrase included in the desired information upon receiving an input of desired information regarding the service that the customer desires to provide, and requires qualification for the provision Qualification specifying means for specifying the qualification required for providing the service desired by the customer based on the degree of approximation with the keyword stored in the first database arranged for each qualification, and the desired store visit date and time included in the desired information In addition, the qualification possessed by the staff arranged in the store and the information on the scheduled attendance at each store are stored as to whether or not there is a staff who satisfies both the first condition regarding the location and the second condition regarding the specified qualification. A determination means for determining based on the holding qualification stored in the second database and information on the attendance schedule; When having reached a constant, comprising at least qualifications extracts the second condition is satisfied staff from the second database, the support request means for processing the support request on the extracted staff, the.

In the information processing apparatus, the qualification required for providing the service is specified by analyzing a phrase included in information input by the customer. Therefore, the customer can request the desired service without being aware of the necessity of the qualification related to the desired service. In the information processing apparatus, when a customer desires to provide a service, the qualification required for providing the service desired by the customer is specified, and the presence or absence of qualified staff is confirmed. And when the conditions regarding a store visit date and time and a place are not satisfied, the information processing device makes a support request to at least qualified staff. Therefore, compared with the case where no support request is made, loss of service providing opportunities for the customer is suppressed.

  In the information processing apparatus, the second database further stores information about the staff's scheduled response. If the determination results in a negative determination, the possession qualification satisfies at least the second condition. In addition, if a staff member who does not have a predecessor at the desired store visit date and time is extracted from the second database, it may further comprise reservation processing means for notifying the customer that the reservation has been confirmed.

  With such an information processing device, the presence or absence of a staff member who satisfies the customer's desired conditions is confirmed. Therefore, the provision of a staff member who can handle the service that the customer wants to provide is provided. It is possible to reduce the possibility that the customer visits the store at a date and time when the customer cannot receive the store.

  In addition, the reservation processing means indicates whether or not there is an alternative staff capable of substituting the advance contract when the staff that satisfies both the first condition and the second condition has an advance contract. And determining whether the reservation has been confirmed to the customer if the replacement staff is extracted from the second database. Also good.

  With such an information processing device, if there is a prior agreement with a staff member who satisfies the customer's desired condition, it is determined whether there is an alternative staff member who can act on the staff's prior agreement, and a notification to the customer is made. The loss of opportunities to provide services to the customer can be suppressed by preserving the staff capable of handling the service that the customer desires to provide.

  In addition, the reservation processing means notifies the customer that the reservation has been confirmed and receives the support request when receiving a support support notification from at least any staff who has received the support request. If no support support notification is received from any of the staff members, the customer may be notified of another visit date / time or location instead of the desired store visit date / time and location.

  With such an information processing apparatus, a customer who wants to provide a service can choose to receive an opportunity to provide a service at least according to the contents, so that the opportunity for providing the service to the customer is lost. Can be suppressed.

  In addition, this invention can also be caught from the side as a method. For example, the present invention relates to an information processing method, which is related to a service that requires qualification for providing a service by extracting a phrase included in the desired information when receiving input of desired information regarding a service that the customer desires to provide. Qualification specifying processing for specifying the qualification required for providing the service desired by the customer based on the degree of approximation with the keyword stored in the first database in which the keyword group is organized by qualification, and the visit included in the desired information Information on the possession qualifications of the staff arranged in the store and the schedule of attendance at each store, whether or not there is a staff who satisfies both the first condition regarding the desired date and time and the second condition regarding the specified qualification A determination process for determining based on the possession qualification stored in the stored second database and information on the scheduled attendance, and the determination When a negative determination is made, a staff member whose qualification is at least satisfying the second condition is extracted from the second database, and a support request process for performing a support request process on the extracted staff is performed. It may be.

  The present invention can also be understood from the aspect of a program. For example, according to the present invention, when an input of desired information regarding a service that a customer desires to be provided is received by a computer, a phrase included in the desired information is extracted, and a keyword group related to a service that requires qualification for provision is qualified. Qualification specifying processing for specifying the qualification required for providing the service desired by the customer based on the degree of approximation with the keyword stored in the first database arranged for each, and the desired store visit date and time and location included in the desired information The second condition that stores information on the qualification possessed by the staff arranged in the store and the schedule of attendance at each store, the presence or absence of the staff that satisfies both the first condition relating to the first condition and the second condition relating to the specified qualification Determination processing based on the holding qualification stored in the database and information on the attendance schedule, and in the determination Information processing for executing, when the determination is reached, a support request process for extracting at least a staff member whose qualification satisfies the second condition from the second database and performing a support request process for the extracted staff member It may be a program.

  With the information processing apparatus, method, and program described above, even when a customer who wants a specific service with limited available staff comes to the store, it is possible to suppress loss of service provision opportunities for the customer. it can.

FIG. 1 is an example of a diagram illustrating an overview of information processing realized in the information processing system according to the embodiment. FIG. 2 is an example of a hardware configuration diagram of the information processing system according to the embodiment. FIG. 3 is an example of a diagram illustrating functional blocks realized by executing a computer program in each of the personnel assignment server, the store terminal, the customer terminal, the qualification database, and the employee database forming the information processing system. FIG. 4A is an example of a diagram illustrating a processing flow of information processing executed by the personnel assignment server. FIG. 4B is an example of a diagram illustrating a processing flow of information processing executed by the store terminal. FIG. 4C is an example of a diagram illustrating a processing flow of information processing executed by the customer terminal. FIG. 5 shows an example of the contents of the store visit request sent from the customer terminal to the personnel assignment server. FIG. 6 is an example of a diagram showing data stored in the qualification database. FIG. 7 is an example of a diagram showing data stored in the employee database. FIG. 8 is an example of a diagram showing a reservation result screen displayed on the customer terminal. FIG. 9 is an example of a diagram showing a screen indicating that reservation is not possible, which is displayed on the customer terminal. FIG. 10 is a first modification of the diagram illustrating the processing flow of information processing executed by the personnel assignment server. FIG. 11A is a second modification of the diagram illustrating the processing flow of information processing executed by the personnel assignment server. FIG. 11B is a modified example of a diagram illustrating a processing flow of information processing executed by the customer terminal. FIG. 12 is an example of a diagram showing another candidate screen displayed on the customer terminal. FIG. 13 is a third modification of the diagram illustrating the processing flow of information processing executed by the personnel assignment server.

  Hereinafter, embodiments will be described. The embodiment described below is merely an example, and the technical scope of the present disclosure is not limited to the following aspect.

  FIG. 1 is an example of a diagram illustrating an overview of information processing realized in the information processing system according to the embodiment. As shown in FIG. 1, the information processing system SYS according to the embodiment includes a personnel assignment server 1 (which is an example of an “information processing apparatus” in the present application), a store terminal 2, a customer terminal 3, and a qualification database 4 (in the present application). It is formed by an employee database 5 (which is an example of a “second database” in the present application). Upon receiving a store reservation request from the customer terminal 3, the personnel assignment server 1 queries the qualification database 4 for the qualification necessary for the reservation, and schedules the employee (which is an example of “staff” in this application) The employee database 5 is inquired about the possession qualification. Further, the staff assignment server 1 makes a support request to the store terminal 2 when there is no employee who can handle the reservation. Then, the personnel assignment server 1 sends a response to the store reservation request to the customer terminal 3 that requested the store visit reservation. In the example of FIG. 1, there is one store terminal 2 illustrated, but the personnel assignment server 1 can access one or a plurality of store terminals 2. As the customer terminal 3, various information processing devices such as a smartphone, a mobile phone, a personal computer (PC), and a tablet PC can be applied.

FIG. 2 is an example of a hardware configuration diagram of the information processing system SYS according to the embodiment. The personnel assignment server 1 includes a control unit including a CPU (Central Processing Unit), a RAM (Random Access Memory), and a ROM (Read Only Memory), and a storage device that stores various information such as programs executed by the control unit and related information. The information processing apparatus includes a communication I / F (interface) for performing communication via the network 6.

  Similarly to the staff assignment server 1, the qualification database 4 and the employee database 5 are information processing devices including a control unit, a storage device, and a communication I / F, and each database is formed in each storage device. Similarly to the staff assignment server 1, the store terminal 2 and the customer terminal 3 include a control unit, a storage device, and a communication I / F, as well as a display device that displays information and an input device that receives an input operation of an operator.

  FIG. 3 is a diagram showing functional blocks realized when the personnel allocation server 1, the store terminal 2, the customer terminal 3, the qualification database 4, and the employee database 5 forming the information processing system SYS each execute a computer program. It is an example.

The personnel allocation server 1 is configured such that a control unit in which a CPU interprets and executes a computer program developed in a RAM cooperates with a storage device and a communication I / F, thereby enabling a qualification specifying unit 1A, a determination unit 1B, a support request unit 1C, the reservation processing unit 1D is realized. When the staff assignment server 1 receives a store reservation request from the customer terminal 3, the qualification specifying unit 1 </ b> A extracts a word / phrase included in the desired information, which is information related to a service that the customer desires to provide, and stores it in the qualification database 4. The qualification required to provide the service desired by the customer is specified based on the degree of approximation with the keyword. In addition, the determination unit 1B determines whether or not there is an employee who satisfies both the first condition regarding the desired date and place of visit and the location included in the desired information and the second condition regarding the qualification specified by the qualification specifying unit 1A. 5 is determined based on the holding qualification stored in 5 and the information on the scheduled attendance. In addition, the support request unit 1C determines from the employee database 5 that employees whose qualifications do not satisfy the first condition from among the employees who satisfy the second condition from the employee database 5 when the determination by the determination unit 1B results in a negative determination. Extract and process support requests for the extracted employees. Further, the reservation processing unit 1D updates the employee database 5 and notifies the customer of reservation contents when there is an employee who can respond.

  The store terminal 2 is configured such that the request presenting unit 2A and the answer processing are performed by a control unit in which a CPU interprets and executes a computer program developed in a RAM in cooperation with a storage device, a communication I / F, a display device, and an input device. Part 2B is realized. The request presentation unit 2A processes the support request data sent from the personnel assignment server 1 and displays the content of the support request on the display device of the store terminal 2. The answer processing unit 2 </ b> B processes support answer data input by the store employee to the input device of the store terminal 2, and notifies the staff assignment server 1.

  The customer terminal 3 is configured such that the control unit that interprets and executes the computer program expanded in the RAM cooperates with the storage device, the communication I / F, the display device, and the input device, thereby allowing the reception processing unit 3A and the result processing. Part 3B is realized. The reception processing unit 3 </ b> A processes store reservation request data that the customer inputs to the input device of the customer terminal 3, and notifies the staff assignment server 1 of the data. The result processing unit 3B processes the response data to the store reservation request sent from the staff assignment server 1 and displays the content of the response on the display device of the customer terminal 3.

  Hereinafter, information processing realized in the information processing system SYS according to the embodiment will be described.

  FIG. 4A is an example of a diagram illustrating a processing flow of information processing executed by the personnel assignment server 1. FIG. 4B is an example of a diagram illustrating a processing flow of information processing executed by the store terminal 2. FIG. 4C is an example of a diagram illustrating a processing flow of information processing executed by the customer terminal 3. Hereinafter, with respect to the processing of the entire information processing system SYS realized by the cooperation of the personnel assignment server 1, the store terminal 2, and the customer terminal 3, the store terminal 2 is focused on the processing flow of FIG. 4A executed by the personnel assignment server 1. Description will be made with reference to the processing flow of FIG. 4B executed and the processing flow of FIG. 4C executed by the customer terminal 3.

  When the customer operates the customer terminal 3 and starts the store reservation operation, the reception processing unit 3A displays a reservation reception screen on the display device of the customer terminal 3 as shown in FIG. 4C (S301). Then, when the customer inputs desired information such as the desired date / time and place of visit to the customer terminal 3 and the desired procedure content, the reception processing unit 3A notifies the personnel allocation server 1 of the input content (S302).

  In the personnel assignment server 1, as shown in FIG. 4A, when the desired information which is a request for the store reservation is sent from the customer terminal 3 to the personnel assignment server 1, the qualification specifying unit 1A performs the procedure included in the desired information. A phrase is extracted from the text data of the content (S101). FIG. 5 shows an example of the contents of a store reservation request sent from the customer terminal 3 to the personnel assignment server 1. For example, if the contents of the procedure are described in text in the store reservation request, the qualification specifying unit 1A breaks down the text into words.

When the qualification specifying unit 1A extracts a phrase from the store visit request, the qualification specifying unit 1A queries the qualification database 4 for the phrase (S102). FIG. 6 is an example of a diagram showing data stored in the qualification database 4. In the qualification database 4, for example, as shown in FIG. 6, a group of keywords related to services that require qualification for provision is arranged for each qualification. The qualification specifying unit 1A determines whether or not there is a qualification corresponding to the queried word / phrase based on the response from the qualification database 4 to the word / phrase inquiry (S103). For example, when the qualification information corresponding to the inquired word / phrase is notified from the qualification database 4, the determination unit 1B stores the qualification information in the RAM or the storage device (S104). The qualification specifying unit 1A determines whether or not the inquiry of all the words extracted from the store reservation request has been completed, and when there is an uninquired word, executes the processing after step S102 again (S105). . When the inquiry of all the words and phrases extracted from the store visit request is completed, the qualification necessary for providing the service that the customer who transmitted the request desires to provide is completed.

  The determination unit 1B includes a first condition that is a condition of a desired store visit date and place from a store visit request, and a second condition that is a qualification condition specified by the qualification specifying unit 1A by executing steps S101 to S105. The employee database 5 is queried for employees who satisfy any of the conditions and have no commitments (S107). FIG. 7 is an example of a diagram showing data stored in the employee database 5. In the employee database 5, for example, as shown in FIG. 7, the qualifications possessed by the staff arranged in the store and the information on the scheduled attendance to each store are stored together with the information on the scheduled attendance. When there is an employee who satisfies both the first condition and the second condition and has no prior agreement, the reservation processing unit 1D notifies the employee database 5 of the contents of the store reservation request, and schedules the employee to respond to the request. Is updated (S108). Further, the reservation processing unit 1D notifies the customer terminal 3 that the reservation has been confirmed according to the content of the request (S109).

  In the customer terminal 3, as shown in FIG. 4C, the result processing unit 3B determines whether or not a notification that the reservation is confirmed is received from the personnel assignment server 1 (S303). Here, since it is notified from the personnel assignment server 1 that the reservation has been confirmed, the result processing unit 3B displays a reservation confirmation screen on the display device of the customer terminal 3 (S304). FIG. 8 is an example of a diagram showing a reservation result screen displayed on the customer terminal 3. When the reservation processing unit 1D notifies the customer terminal 3 that the reservation has been confirmed according to the contents of the request, the reservation is confirmed on the display device of the customer terminal 3 according to the contents desired by the customer, as shown in FIG. A screen to that effect appears.

  As shown in FIG. 4A, in the determination process in step S107 described above, if there is no employee who satisfies both the first condition and the second condition and has no prior agreement, the support request unit 1C Then, the employee database 5 is inquired about the employee whose holding qualification satisfies the second condition (S110). Next, the support request unit 1C transmits support request information to the store terminal 2 of each store where employees who meet the second condition are present (S111).

  In the shop terminal 2, as shown in FIG. 4B, the request presenting unit 2A detects reception of the support request information transmitted from the personnel assignment server 1 (S201). Then, the request presentation unit 2A displays a request content screen on the display device of the store terminal 2 (S202). In addition, the answer processing unit 2B starts accepting an input indicating whether support is possible (S203). When the employee inputs a message indicating that support is possible or a message indicating that support is not possible, the answer processing unit 2B notifies the personnel assignment server 1 of the input content (S204).

  In the personnel assignment server 1, as shown in FIG. 4A, the support request unit 1C analyzes the response to the support request sent back from each store terminal 2, and another store or customer different from the location desired by the customer wishes. It is determined whether or not there is an employee who can support from other working hours that are different from the desired working date and time (S112). When the presence of an alternative employee that can be supported from another store or other working hours is confirmed in the process of step S112, the reservation processing unit 1D notifies the employee database 5 of the contents of the store reservation request, The employee service schedule is updated (S108). Further, the reservation processing unit 1D notifies the customer terminal 3 that the reservation has been confirmed according to the content of the request (S109). At the customer terminal 3 that has been notified that the reservation has been confirmed, the processing of steps S303 and S304 described above is executed, and a reservation confirmation screen is displayed on the display device of the customer terminal 3.

Moreover, in the determination process of step S112 mentioned above, when it is not confirmed that there is an alternative employee that can be supported from another store or other working hours, the reservation processing unit 1D cannot make a reservation according to the content of the request. This is notified to the customer terminal 3 (S113). The absence of an alternative employee who can support you from another store or other working hours is, for example, whether the presence of an employee who can support you within the specified time after executing the support request process is confirmed, or support request This can be confirmed by the fact that all employees who have performed the notification that support is not possible. When the absence of an alternative employee that can be supported from another store or other working hours is determined based on the elapsed time since the support request process was executed, the elapsed time is determined by the customer who requested the reservation. It is desirable to set the time that can be allowed to wait until the confirmation of, for example, an appropriate elapsed time such as several minutes, several hours, or several days can be set.

  In the customer terminal 3, as shown in FIG. 4C, the result processing unit 3B determines whether or not a notification that the reservation is confirmed is received from the personnel assignment server 1 (S303). If the result processing unit 3B makes a negative determination in step S303, the result processing unit 3B determines whether or not the notification from the personnel assignment server 1 is a notification that reservation is not possible (S305). Here, since it is notified that reservation cannot be made, the result processing unit 3B makes a negative determination in step S303 and makes an affirmative determination in step S305. Then, the result processing unit 3B displays a screen indicating that the reservation is impossible on the display device of the customer terminal 3 (S306). FIG. 9 is an example of a diagram showing a screen indicating that reservation is not possible, which is displayed on the customer terminal 3. When the reservation processing unit 1D notifies the customer terminal 3 that reservation according to the content of the request is not possible, the display device of the customer terminal 3 displays the date and place of the visit desired by the customer as shown in FIG. Displays a screen indicating that the reservation is not possible.

  In the information processing system SYS according to the above embodiment, the qualification required for providing the service is specified by analyzing a phrase included in information input by the customer. Therefore, the customer can request the desired service without being aware of the necessity of the qualification related to the desired service. In the information processing system SYS, when a customer desires to provide a service, the qualification required for providing the service desired by the customer is specified, and the presence or absence of a qualified employee is confirmed. And even if the conditions related to the desired date and place of visit and the location are not satisfied, at least a qualified employee is requested to support, so the loss of service provision opportunities for the customer is suppressed. .

<First Modification>
In the information processing system SYS according to the above-described embodiment, a support request is made from the staff assignment server 1 to the store terminal 2 and the approval of the support request by the employee is waited for. The information processing system SYS may automatically determine whether or not it is possible. Hereinafter, a first modification of the information processing system SYS according to the embodiment will be described.

  FIG. 10 is a first modification of the diagram showing a processing flow of information processing executed by the personnel assignment server 1. The same processes as those of the information processing system SYS according to the embodiment are denoted by the same reference numerals, and the description thereof is omitted. Hereinafter, the first modified example will be described focusing on processing that is different from the information processing system SYS according to the embodiment.

  In the first modified example, as shown in FIG. 10, if there is no employee who satisfies both the first condition and the second condition and has no predecessor in the determination process in step S107 described above, support is provided. The request unit 1C makes an inquiry to the employee database 5 for employees who have at least the second qualification and who have no prior agreement with the desired date of visit (S110A). Then, the support request unit 1C determines whether or not there is an employee whose holding qualification satisfies the second condition and who has no predecessor at the desired store visit date and time (S110B). The support request unit 1C transmits support request information to the store terminal 2 of the store where the employee is enrolled, when there is an employee who has the second qualification and has no predecessor at the desired store visit date and time. Then, update of the schedule of the employee stored in the employee database 5 and notification processing to the customer terminal 3 that the reservation is confirmed according to the contents of the request are executed (S110C, S108, S109).

In the information processing system SYS according to the first modified example, since it is automatically determined whether or not a reservation is possible without waiting for an employee's response to support or not, a waiting time for making a reservation is made as much as possible. Can be suppressed.

<Second Modification>
Further, in the information processing system SYS according to the above embodiment, when there is no employee who can support, the customer is notified that reservation is not possible. However, the visit date / time and location other than the customer's desired visit date / time and location are different. May be proposed to the customer. Hereinafter, a second modification of the information processing system SYS according to the embodiment will be described.

  FIG. 11A is a second modified example of the diagram showing the processing flow of information processing executed by the personnel assignment server 1. FIG. 11B is a modified example of a diagram illustrating a processing flow of information processing executed by the customer terminal 3. The same processes as those of the information processing system SYS according to the embodiment are denoted by the same reference numerals, and the description thereof is omitted. Hereinafter, the second modification will be described with a focus on processing different from the information processing system SYS according to the embodiment.

  In the second modified example, as shown in FIG. 11A, in the above-described determination process in step S112, if the presence of an alternative employee that can be supported from another store or another working hour is not confirmed, the reservation processing unit 1D uses the customer terminal 3 as the other candidate for the store visit date and place desired by the customer, and the information on the store where the employee has at least the second qualification satisfying the second condition and the working time zone searched for in step S110. (S112A).

  In the customer terminal 3, as shown in FIG. 11B, the result processing unit 3B determines whether or not a notification that the reservation is confirmed is received from the personnel assignment server 1 (S303). If the result processing unit 3B makes a negative determination in step S303, the result processing unit 3B next determines whether or not the notification from the personnel assignment server 1 is a notification of another candidate (S303A). Here, since the other candidate in place of the store visit date / time desired by the customer is notified, the result processing unit 3B makes a negative determination in step S303 and makes an affirmative determination in step S303A. Then, the result processing unit 3B displays the other candidate screen on the display device of the customer terminal 3 (S303B). FIG. 12 is an example of a diagram showing another candidate screen displayed on the customer terminal 3. When the reservation processing unit 1D notifies the customer terminal 3 that the reservation has been confirmed according to the content of the request, the display device of the customer terminal 3 displays on the date / time or location desired by the customer as shown in FIG. A screen indicating that a different date and place of visit or a different store location and a reply to the notification is displayed when the other candidate is approved is displayed. Then, the result processing unit 3B accepts a reply operation (S303C). When the customer performs a reply operation, the result processing unit 3B notifies the input content to the personnel assignment server 1 (S303D).

  When a reply operation is performed in the process of step S303C, the customer terminal 3 notifies the approval by a reply to the personnel assignment server 1. As shown in FIG. 11A, the reservation processing unit 1D determines whether or not the customer has approved another candidate within a specified time after executing the process of step S112A (S112B). Here, since a reply is notified from the customer terminal 3, the reservation processing unit 1D notifies the employee database 5 of information on the date and place of visit of another approved candidate to the employee database 5, and plans to respond to the employee corresponding to the other candidate Is updated (S108). In addition, the reservation processing unit 1D notifies the customer terminal 3 that the reservation has been confirmed for the date and place of visit and the location of another approved candidate (S109). At the customer terminal 3 that has been notified that the reservation has been confirmed, the processing of steps S303 and S304 described above is executed, and a reservation confirmation screen is displayed on the display device of the customer terminal 3. The elapsed time from the execution of the process of step S112A to the determination of whether or not the customer has approved another candidate usually takes until the customer who has seen the notification confirms his / her schedule and sends a reply. It is desirable to set the time, and for example, an appropriate elapsed time such as several minutes, several hours, or several days can be set.

On the other hand, when the reply operation is not performed in the process of step S303C, the notification of approval by reply from the customer terminal 3 to the personnel assignment server 1 is not performed. When the approval is not notified from the customer terminal 3, the reservation processing unit 1D makes a negative determination in the process of step S112B, and notifies the customer terminal 3 that the reservation according to the content of the request cannot be made (S113).

  In the customer terminal 3, as shown in FIG. 11B, the result processing unit 3B determines whether or not a notification that the reservation is confirmed is received from the personnel assignment server 1 (S303). If the result processing unit 3B makes a negative determination in step S303, the result processing unit 3B next determines whether or not the notification from the personnel assignment server 1 is a notification of another candidate (S303A). Furthermore, if the result processing unit 3B makes a negative determination in step S303A, it determines whether or not the notification from the personnel assignment server 1 is a notification that reservation is not possible (S305). Here, since it is notified that the reservation cannot be made, the result processing unit 3B makes a negative determination in step S303 and step S303A, and makes an affirmative determination in step S305. Then, the result processing unit 3B displays a screen indicating that the reservation is impossible on the display device of the customer terminal 3 (S306).

  In the case of the information processing system SYS according to the second modified example, a customer who wants to provide a service can select to receive a service providing opportunity at least according to the contents, so that the service is provided to the customer. Loss of opportunity can be suppressed.

<Third Modification>
In the information processing system SYS according to the above embodiment, a support request is immediately made when there is no employee who satisfies both the first condition and the second condition and has no prior agreement in the process of step S107. However, schedule adjustment may be performed between employees who satisfy both the first condition and the second condition. Hereinafter, the 3rd modification of information processing system SYS concerning the above-mentioned embodiment is explained.

  FIG. 13 is a third modification of the diagram showing the processing flow of information processing executed by the personnel assignment server 1. The same processes as those of the information processing system SYS according to the embodiment are denoted by the same reference numerals, and the description thereof is omitted. Hereinafter, the third modification will be described focusing on processing that is different from the information processing system SYS according to the embodiment.

  In the third modified example, as shown in FIG. 13, in the process of step S107 described above, if there is no employee who satisfies both the first condition and the second condition and has no predecessor, the reservation process The part 1D determines whether or not it is possible to change the predecessor of employees who satisfy at least any of the first condition and the second condition (S107A). If the pre-order can be changed, the reservation processing unit 1D changes the employee's schedule for the reservation (S107B). Then, the reservation processing unit 1D notifies the employee database 5 of the changed schedule, updates the corresponding employee's reception schedule (S108), and notifies the customer terminal 3 that the reservation is confirmed according to the content of the request ( S109). On the other hand, when the previous contract cannot be changed, a series of processing from step S110 to step S113 is executed as described above.

  The determination as to whether or not the predecessor can be changed (S107A) can be realized, for example, by the following processing. First, the reservation processing unit 1D obtains information on the qualifications necessary for handling the contract for each employee who satisfies both the first condition and the second condition and has a contract on the date and time the customer wishes to visit. It is specified from the contents of the store reservation request related to the contract. Next, the reservation processing unit 1D inquires of the employee database 5 whether or not there is another employee who has the qualification necessary for handling the predecessor and has no predecessor at the store visit date and time. If it is confirmed that there is another employee who has the qualifications required for handling the predecessor and has no predecessor at the date and time when the predecessor visits, it can be determined that the predecessor can be changed.

Further, the schedule change (S107B) can be realized by the following processing, for example. In other words, the reservation processing unit 1D rearranges the predecessor's response to another employee who has the qualifications necessary for the predecessor's response and has no predecessor at the store visit date and time. A reservation for a new store visit is incorporated into the reception schedule of the employees who satisfy any of the conditions and who have lost their promises by rearranging the schedule.

  In the case of the information processing system SYS according to the third modified example, when there is an agreement with an employee who satisfies a customer's desired condition, it is determined whether there is an alternative employee who can substitute the employee's agreement and a notification to the customer Therefore, it is possible to suppress the loss of service provision opportunities for the customer by predecessor of the employees who can handle the service that the customer desires to provide.

<Fourth Modification>
In addition, the information processing system SYS according to the above embodiment has determined whether or not the reservation is possible after waiting for an answer as to whether or not the support is requested when the support is requested. You may not ask for the answer. That is, in the processing flow of FIG. 4A executed by the personnel assignment server 1, the processing of step S112 and step S113 is omitted, and after the processing of step S111 is executed, the processing of step S108 and step S109 is executed. Also good.

  In the case of the information processing system SYS according to the fourth modified example, there is a possibility that the service desired by the customer cannot be provided at the store visit date / time and location, but at least a support request is made to qualified employees. As compared with the case where no support request is made, loss of service providing opportunities for the customer can be suppressed.

  In addition, although the aspect in which the support request with respect to an employee is performed through the store terminal 2 is illustrated in the above-described embodiment and each modification, the support request for the employee is limited to that performed through a terminal installed in the store. Not a thing. The support request for the employee may be made through a personal terminal (for example, a smartphone, a mobile phone, a personal computer, or a tablet PC) that is not installed in the store.

SYS ・ Information processing system 1 ・ Personnel assignment server; 1A ・ ・ Qualification identification part; 1B ・ ・ Decision part; 1C ・ ・ Support request part; 1D ・ ・ Reservation processing part 2 ・ ・ Store terminal; Department: 2B ... Answer processing department 3. Customer terminal; 3A ... Reception processing department: 3B ... Results processing department 4. Qualification database 5 ... Employee database

Claims (6)

When receiving the input of the desired information about the service that the customer desires to provide, the first database that extracts the phrases included in the desired information and arranges the keyword group related to the service that requires the qualification for the provision for each qualification. Qualification specifying means for specifying the qualification required to provide the service desired by the customer from the degree of approximation with the stored keyword;
The qualification possessed by the staff arranged in the store and the presence / absence of the staff satisfying any of the first condition regarding the desired date and place of visit and the location included in the desired information and the second condition regarding the specified qualification and each store Determination means for determining based on the holding qualification stored in the second database storing information on the attendance schedule and information on the attendance schedule;
A support request means for extracting a staff member whose qualifications satisfy at least the second condition from the second database and processing a support request for the extracted staff member when a negative determination is made in the determination; Prepare
Information processing device. The second database further stores information on the staff's scheduled appointments,
If a negative determination is made in the determination, a reservation is made to the customer if at least the possession qualification satisfies the second condition and a staff member who does not have a predecessor at the desired store visit date and time is extracted from the second database. Further comprising a reservation processing means for notifying the fact that
The information processing apparatus according to claim 1. The reservation processing means stores, in the second database, whether or not there is an alternative staff capable of substituting for the advance contract when there is a reserve staff who satisfies both the first condition and the second condition. To determine that the reservation has been confirmed to the customer, if the alternative staff is extracted from the second database
The information processing apparatus according to claim 2. The reservation processing means notifies the customer that the reservation has been confirmed when receiving a support enablement notification from at least one of the staff who received the support request, and any of the support requests received In the case where a supportable notification is not received from the staff, the customer is notified of the visit date / time or location other than the customer's desired visit date / time and location.
The information processing apparatus according to claim 2 or 3. When receiving the input of the desired information about the service that the customer desires to provide, the first database that extracts the phrases included in the desired information and arranges the keyword group related to the service that requires the qualification for the provision for each qualification. A qualification specifying process for specifying a qualification required for providing the service desired by the customer based on the degree of approximation with a stored keyword;
The qualification possessed by the staff arranged in the store and the presence / absence of the staff satisfying any of the first condition regarding the desired date and place of visit and the location included in the desired information and the second condition regarding the specified qualification and each store A determination process for determining based on the holding qualification stored in the second database storing the information on the attendance schedule and the information on the attendance schedule;
When a negative determination is made in the determination, a support request process for extracting a staff member whose qualification holds at least the second condition from the second database and performing a support request process for the extracted staff member; Do,
Information processing method. On the computer,
When receiving the input of the desired information about the service that the customer desires to provide, the first database that extracts the phrases included in the desired information and arranges the keyword group related to the service that requires the qualification for the provision for each qualification. A qualification specifying process for specifying a qualification required for providing the service desired by the customer based on the degree of approximation with a stored keyword;
The qualification possessed by the staff arranged in the store and the presence / absence of the staff satisfying any of the first condition regarding the desired date and place of visit and the location included in the desired information and the second condition regarding the specified qualification and each store A determination process for determining based on the holding qualification stored in the second database storing the information on the attendance schedule and the information on the attendance schedule;
When a negative determination is made in the determination, a support request process for extracting a staff member whose qualification holds at least the second condition from the second database and performing a support request process for the extracted staff member; To execute,
Information processing program.

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