JP2016009309A - Service support device, service support method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a service support device for supporting a service provider to provide an appropriate service to each of a plurality of customers.SOLUTION: A service support device includes: service determination means for determining the type of a service to be provided to each of a plurality of customers on the basis of a plurality of customer related information corresponding to each customer; significance specification means for specifying the significance of a service to be provided to each customer on the basis of the customer related information; and priority order determination means for determining the priority order of each service on the basis of the significance.

Description

  The present invention relates to a service support apparatus, a service support method, and a program.

In a large-scale customer collection facility, there are many service subjects who need to provide some kind of service among many customers. It is important for customer-collection facilities to improve customer satisfaction and secure repeaters by providing appropriate services to customers. For example, in a stadium, there is a need for a service that guides a seat to a customer who is looking for a seat or sells a beverage to a customer who wants to drink. In addition, it is necessary to control customers who engage in dangerous acts. This enforcement can be regarded as a kind of service. In order to provide such services to customers, a service provider is usually arranged in the customer collection facility.
On the other hand, there is a technique for performing image processing on an image obtained by imaging a person with an imaging device and determining whether the person needs a service. Patent Document 1 discloses a reception support system that recognizes an attendant of a visitor from an image and determines the number of staff required for reception. Patent Document 2 discloses a monitoring device that detects a person who needs support with high accuracy by detecting a human operating state. Japanese Patent Application Laid-Open No. 2004-133620 analyzes a captured image of a visitor to acquire an operation state of the visitor, determines whether the visitor needs assistance based on conditions, and notifies when assistance is needed Is disclosed.

JP 2013-206338 A JP 2010-238179 A JP 2004-310197 A

  However, it is difficult for a service provider to determine which service out of many customers needs what service and which service should be preferentially provided to which customer.

  The present invention has been made in view of such problems, and an object of the present invention is to provide support that enables a service provider to provide appropriate services to a plurality of customers.

  Accordingly, the present invention provides a service support apparatus, a service determination unit that determines a type of service to be provided to each of a plurality of customers based on a plurality of customer-related information corresponding to each of the plurality of customers, and the customer An importance level specifying means for specifying the importance level of the service to be provided to each customer based on the related information, and a priority level determining means for determining the priority level of each service based on the importance level And

  According to the present invention, it is possible to provide support so that a service provider can provide appropriate services to a plurality of customers.

1 is an overall view of a service support system. It is a figure which shows a service assistance apparatus. It is a figure which shows an example of customer DB. It is a figure which shows the software structure of a service assistance apparatus. It is a figure which shows the software structure of a portable terminal. It is a flowchart which shows a service assistance process. It is explanatory drawing of the process of S605-S607. It is a flowchart which shows a display process. It is a figure which shows an example of a service screen. It is a figure which shows an example of a service screen. It is a flowchart which shows the service assistance process concerning 2nd Embodiment. It is explanatory drawing of the process of S1101. It is a figure which shows an example of a service screen. It is a figure which shows an example of a service screen. It is a figure which shows an example of a service screen.

Hereinafter, embodiments of the present invention will be described with reference to the drawings.
(First embodiment)
FIG. 1 is an overall view of a service support system. The service support system supports service provision by a service provider for customers who visit a customer collection facility such as a stadium. Here, a case where the stadium is the target of service support will be described as an example. However, the target location for service support may be a location where a plurality of service target people gather, and is not limited to the embodiment. Absent. Other examples of places for service support include concert halls and shopping malls.
In FIG. 1, 110 indicates a field, and 120 indicates a spectator seat. Reference numeral 1500 denotes a customer, and 140 denotes a service provider. The service provider has a portable terminal 102. It is assumed that there are a plurality of service providers in the stadium, and each service provider has a portable terminal 102. Note that the mobile terminal 102 is an example of a display device.

The camera 101 shoots the state of the game played in the field 110, the state of the customer, etc., and transmits the captured image to the service support apparatus 100. The service support apparatus 100 transmits information for supporting service provision to the customer to the mobile terminal 102 based on the photographed image or the like. The number of cameras 101 installed in the stadium is not particularly limited.
The portable terminal 102 displays information related to the service on a display unit described later. The service provider can perform a service based on the information displayed on the display unit.

FIG. 2 is a diagram illustrating a hardware configuration of the service support apparatus 100. The service support apparatus 100 includes a CPU 201, a ROM 202, a RAM 203, an HDD 204, a display unit 205, an input unit 206, and a network I / F unit 207. The CPU 201 reads a control program stored in the ROM 202 and executes various processes.
The RAM 203 is used as a temporary storage area such as a main memory and a work area for the CPU 201. The HDD 204 stores various information such as image data and various programs. The display unit 205 displays various information. The input unit 206 has a keyboard and a mouse and accepts various operations by the user.

A network I / F unit 207 performs communication processing with an external device via a network. For example, the network I / F unit 207 receives a captured image from the camera 101. The network I / F unit 207 also transmits information related to the service to the mobile terminal 102.
The functions and processes of the service support apparatus 100 described later are realized by the CPU 201 reading a program stored in the ROM 202 or the HDD 204 and executing this program.
Note that the hardware configuration of the mobile terminal 102 is the same as the hardware configuration of the service support apparatus 100 described with reference to FIG.

  FIG. 3 is a diagram illustrating an example of the customer DB 300. It is assumed that the customer DB 300 is stored in the HDD 204 or the like of the service support apparatus 100. The customer DB 300 stores registration information related to customers in association with customer identification information (customer ID). In the example shown in FIG. 3, customer images, age, sex, support team, number of visits, and the like are stored as registration information. Here, the customer image is an image for identifying a customer, and specifically, a customer face image. As another example, the customer image may be information regarding the feature amount of the customer's face image.

FIG. 4 is a diagram illustrating a software configuration of the service support apparatus. The service support apparatus 100 includes a communication unit 400, a customer detection unit 401, a customer identification unit 402, a state estimation unit 403, a service related situation estimation unit 404, a service determination unit 405, a priority order determination unit 406, And a service list creation unit 407.
The communication unit 400 transmits / receives various data to / from an external device. The customer detection unit 401 detects a customer image from the captured image received by the communication unit 400. The customer specifying unit 402 specifies the position of the customer in the stadium based on the captured image. The state estimation unit 403 estimates the customer state based on the captured image. The state of the customer is, for example, the presence or absence of an accessory, its type, the direction of the line of sight, and gait. Here, the accessory is, for example, a wheelchair, a cane, a cup for drinking, cheering goods, and the like.
The service related situation estimation unit 404 estimates the service related situation of the customer based on the customer related information. Here, the customer related information includes state information indicating the state of the customer and registration information registered in the customer DB 300. The service determination unit 405 determines the type of service to be provided to the customer based on the service related situation. The priority order determination unit 406 determines the priority order according to the type of service. The service list creation unit 407 creates a list of services to be provided to customers, that is, a service list.

  FIG. 5 is a diagram illustrating a software configuration of the mobile terminal 102. The mobile terminal 102 includes a communication unit 500, a service screen creation unit 501, and a display unit 502. The communication unit 500 transmits / receives various data to / from an external device. The service screen creation unit 501 creates a service screen based on the service list received by the communication unit 500. The display unit 502 displays various data.

FIG. 6 is a flowchart showing service support processing by the service support apparatus 100. As a premise, it is assumed that each camera 101 captures an image including the appearance of the customer and transmits it to the service support apparatus 100. In step S600, the customer detection unit 401 of the service support apparatus 100 detects a customer image from a captured image received from the camera 101 using a known human body detection technique. Subsequently, the processing (loop processing) of S601 to S607 is executed for all the customers detected in S600.
In S601, the customer specifying unit 402 specifies the position of each customer in the stadium based on the captured image. Specifically, the customer identifying unit 402 identifies a two-dimensional code uniquely assigned to each seat by image processing, and identifies a seat position on the image. Then, when a customer is detected in the vicinity of the specified seat position, the customer specifying unit 402 specifies the seat position as the detected position of the customer. As another example, the customer specifying unit 402 may specify the position of the customer image in the captured image or the position of the customer in the stadium.

In step S <b> 602, the customer specifying unit 402 identifies which person is registered in the customer DB 300 as the customer to be processed. Specifically, the customer identifying unit 402 determines which person's image the detected customer image is based on the matching using the detected customer image and the customer image registered in the customer DB 300. Identify.
Note that the process for identifying a person is not limited to this. As another example, when the seat is a designation system, the service support apparatus 100 stores in advance the seat information in which the seat position of each seat is associated with the customer ID of the seat purchaser in the HDD 204. Then, the customer identification unit 402 identifies, in the seat information, the customer ID associated with the seat position identified for the person to be processed as the customer ID of the customer to be processed.

Next, in S603, the state estimation unit 403 extracts registration information associated with the customer ID specified in S602 in the customer DB 300. Next, in S604, the state estimation unit 403 estimates the customer's state based on the captured image including the customer as a subject (state estimation process). Specifically, the state estimation unit 403 specifies the presence or absence of an accessory, its type, the direction of the line of sight, a gait, etc. based on the captured image, and estimates this as the customer's state. The state estimation unit 403 also performs action recognition and gesture recognition, and estimates the recognition result as the customer state. In the subsequent processes, the service support apparatus 100 manages the registration information obtained in the processes of S603 and S604 and the status information indicating the customer status as customer related information.
Next, in S605, the service related situation estimation unit 404 estimates the service related situation of the customer based on the customer related information. Here, the service-related situation is a situation where a service is required, and examples include “looking for a seat” and “desiring a drink”. Other service-related situations include “I am lost”, “I am tired of the game”, “I am doing dangerous acts”, and so on.

The service related situation estimation unit 404 estimates the service related situation using a rule-based technique or a learning-based technique. There may be a case where a plurality of service-related situations are estimated for one customer. First, service-related situation estimation processing using a rule-based method will be described. Here, a case will be described as an example in which it is estimated whether or not the customer is in a service-related situation that “the customer is bored with the game”. The service-related situation estimation unit 404 performs estimation using a classification tree. In other words, the service-related situation estimation unit 404 determines that “the customer is under 12 years old” and “whether the rate of time when the line of sight is pointing in a direction other than the field 110 is greater than or equal to the threshold” are “yes” Presume that you are in a service-related situation that you are bored. Note that the service-related situation estimation unit 404 determines whether or not “the ratio of the time when the line of sight is pointing in a direction other than the field 110 is equal to or greater than the threshold value” in the line-of-sight direction specified from a plurality of captured images captured at different times. Judgment based on.
In the service-related situation estimation process based on the learning-based method, the service-related situation estimation unit 404 inputs customer-related information and outputs service-related situations for each of a plurality of service-related situations defined according to the customer collection facility. Learn the classifier that takes as Any known method such as support vector machine or logistic regression can be used for the discriminator. For example, the service-related situation estimation unit 404 learns in advance an identifier that determines whether or not a customer is in a situation of “getting bored of a game” using customer-related information as input.

Note that the process for estimating the service-related situation is not limited to the embodiment. As another example, the service-related situation estimation unit 404 may determine that the state is “performing a dangerous act” by action recognition using a time-series feature amount acquired from a captured image.
As another example, in the service support apparatus 100, a service-related situation and a registration gesture may be registered in association with each other. In this case, when a registered gesture is recognized from a plurality of captured images, the service-related status estimation unit 404 may determine that the service-related status is in a service-related status corresponding to the recognized registered gesture.
As another example, the customer may explicitly notify the service support apparatus 100 of his / her state (customer related information) using a portable terminal (not shown) owned by the customer. In this case, the state estimation unit 403 of the service support apparatus 100 manages information such as “I want a drink” received from the customer as customer related information, and further estimates “customer's own request” as the service related status. To do.

  Next, in S606, the service determination unit 405 determines the type of service to be provided to the customer based on the service-related situation estimated in S605 (service determination process). Next, in S607, the priority order determination unit 406 specifies the importance level of the type of service determined in S606 (importance level specifying process). It is assumed that the importance is associated with each service in advance.

FIG. 7 is an explanatory diagram of the processing of S605 to S607. As described above, the service-related situation is defined in association with the customer-related information. Further, the type of service provided and the importance level are defined in association with the service-related situation. 7 is stored in advance in the HDD 204, for example. The service related situation estimation unit 404 estimates the service related situation based on the customer related information according to the correspondence shown in FIG. Further, the service determination unit 405 determines the type of service to be provided based on the service-related situation in accordance with the correspondence relationship shown in FIG. 7, and the priority order determination unit 406 specifies the corresponding importance level.
Specifically, the service determination unit 405 determines, for example, as a service to provide a service of the type “going to sell drinks” for a customer in a service-related situation of “I want a drink”. .
The service determination unit 405 may also determine a service based on the customer related information and the service related status. For example, the service determination unit 405 determines a service of the type “provide goods for boys” based on the service-related situation of “I am bored with the game” and the customer-related information that the customer is a boy. Good.

In the process of specifying the importance level, the priority order determination unit 406 may specify different importance levels for the same service. For example, in the case of a service of “providing goods”, the priority order determination unit 406 may specify a higher importance level as the child's age is lower. In the case of a service of “going to sell drinks”, the priority determination unit 406 may specify a higher importance level as the cup is empty longer.
Furthermore, the priority order determination unit 406 may specify a higher importance level as the reliability of the estimation of the service-related situation is higher. In addition, the priority order determination unit 406 may specify an importance level higher than the importance level determined for the service for the service for the customer who comes to the stadium for the first time. In addition, the priority order determination unit 406 may set the importance of the service to a value lower than the importance determined for the service if the customer has offered to provide the service and has been refused by the customer in the past.
It should be noted that the relationship between the registration information and the like, the service related status, the provided service, and the importance level is appropriately defined according to the location of the customer. For example, in the case of a shopping mall, a service-related situation of “shoplifting” is defined.

Returning to FIG. 6, with all customers detected in S600 as processing targets, when the loop processing of S601 to S607 ends, the CPU 201 advances the processing to S608. In step S608, the priority order determination unit 406 determines service priorities in order of importance.
In step S609, the service list creation unit 407 creates a service list. Here, the service list is information including the location of the customer, the services to be provided to the customer and their priority, the reason for specifying the service, and the location of the service provider. The reason for specifying the service is registration information used for estimating that the service is necessary or information indicating the state of the customer. For example, specific reasons for the service of “going to sell drinks” include “the cup is empty for n minutes” and “the rate of change of gaze per hour is m%”. . Next, in S610, the communication unit 400 transmits the service list to the mobile terminal 102 (transmission process). This completes the service support process.

  FIG. 8 is a flowchart showing display processing by the mobile terminal 102. In S800, the communication unit 500 of the mobile terminal 102 receives a service list from the service support apparatus 100 via the network I / F unit 207 (reception processing). Next, in S801, the service screen creation unit 501 creates a service screen based on the service list (creation processing). Next, in S802, the display unit 502 displays the service screen on the display unit 205 of the mobile terminal 102 (display processing). This is the end of the display process.

  FIG. 9 is a diagram illustrating an example of a service screen. The service screen 900 shown in FIG. 9 displays a service list in text format according to priority. That is, on the service screen 900, services are displayed side by side in descending order of priority. Furthermore, the priority and the seat number are displayed on the service screen 900 together with the service. Here, the seat number is an example of information indicating the position of the customer. Thereby, the service provider can grasp not only the contents of the service but also the order of service provision and the place to go. In addition, the reason for specifying the service is also described in parentheses. Therefore, the service provider can arrange the contents and order of the services based on this information by referring to the information.

FIG. 10 is a diagram illustrating a display example of the service screen when the service provider holds the display unit 205 of the mobile terminal 102 over the spectator seat 120. The portable terminal 102 has a photographing unit (not shown), and photographs an image including the audience seat 120. Then, the CPU 201 of the mobile terminal 102 displays the captured image including the customer on the service screen 1000 as a through image. Here, the service screen 1000 as a through image is an example of a service screen showing a positional relationship between the position of the mobile terminal 102 and the position of the customer.
Furthermore, the CPU 201 superimposes and displays the services for customers, their priorities, the reasons for specifying the services, and the like on the through image based on the service list. The CPU 201 may further change the superimposition display mode according to the priority order of services. Thereby, the service provider can visually grasp the priority order of services.
As another example, the CPU 201 may generate a CG imitating the arrangement of the spectator seats and perform the same superimposed display as above on the generated CG.

  As described above, the service support system according to the present embodiment can determine not only services to be provided to each of a plurality of customers, but also priorities thereof, and provide these information to the service provider. That is, the service support system can provide support so that the service provider can provide an appropriate service to each of a plurality of customers.

  As an example of a change in the service support system according to the present embodiment, the service support apparatus 100 may identify the service-related situation only from information about the customer obtained from the captured image without identifying the customer. In this case, the service support apparatus 100 may not have the customer DB 300. The service support apparatus 100 can estimate the customer's age, sex, accessory, line of sight, gait, and the like as the customer's state (customer-related information) by, for example, known image processing such as pattern recognition. Furthermore, the service support apparatus 100 can estimate the support team and the support player as the customer-related information from the clothes and the seat position of the customer. In this case, the service support apparatus 100 may estimate the service related status of the customer based on the customer related information obtained from the captured image.

(Second Embodiment)
The service support system according to the second embodiment refers to not only the importance but also the urgency of the service when determining the priority of the service. Here, the urgency level of the service is an index that depends on the service provision timing. For example, a customer who wants a drink may not want to call out depending on the game. In this way, the service support system according to the second embodiment determines the priority order of services in consideration of the degree of urgency that is an index that depends on the point of service provision.
FIG. 11 is a flowchart illustrating service support processing by the service support apparatus 100 according to the second embodiment. Here, a process different from the service support process according to the first embodiment will be described. In FIG. 11, the same numbers are assigned to the same processes as the processes in the service support process according to the first embodiment.

  In S1100, the communication unit 400 acquires environment information from the external device. Thereafter, the CPU 201 advances the process to S600. Here, the environmental information is information on game development such as an attacking team, a dominant team, an active player, and the like, and information including the incandescence. As another example, the service support apparatus 100 may detect the degree of incandescence numerically by, for example, the size of the customer's cheering or the extraction of a specific behavior pattern of the customer.

In addition, after the process of S607, the CPU 201 advances the process to S1101. In step S1101, the priority order determination unit 406 identifies the urgency level based on the service (emergency level identification process). As shown in FIG. 12, not only the type of service and the priority but also the urgency is defined for the service-related situation. The priority order determination unit 406 specifies the degree of urgency based on the type of service according to the correspondence shown in FIG.
For example, services such as “policing dangerous acts” and “responding to lost children” need to be implemented as soon as possible. Therefore, the priority order determination unit 406 determines, for example, a higher urgency level for these services, for example, 100 than other services. The priority order determination unit 406 also determines the urgency level as 50, which is relatively high, for services whose provision timing is important, such as “going to sell drinks”. For services that may be provided at any time, such as “Distributing commemorative goods to repeaters”, the urgency level is determined to be relatively low 30.

Subsequently, the priority order determination unit 406 appropriately adjusts the urgency level of the service based on the environment information and the customer related information (adjustment process). For example, it is assumed that the service “going to sell drinks” is the target of processing, “support team” as customer registration information is Team A, and “game development” as environmental information is “A team attacking” ”. In this case, the customer is likely to be concentrated in the game. Therefore, the priority order determination unit 406 subtracts a certain value, for example, 30 from the urgency specified according to the correspondence shown in FIG. Even when the “incandescent degree” of the environmental information is higher than the threshold value, the priority order determination unit 406 subtracts a certain value, for example, 10 from the urgency level specified according to the correspondence shown in FIG.
Note that for services that need to be implemented promptly regardless of the game situation, such as “restraining dangerous acts” and “responding to lost children”, the priority determination unit 406 determines the degree of urgency based on the value of environmental information. No adjustment is made.

Further, when the loop processing of S601 to S1101 is completed, the CPU 201 advances the processing to S1102. In S1102, the priority order determination unit 406 determines the priority order of each service based on the importance level and the urgency level (priority determination process). Specifically, the priority order determination unit 406 calculates the total value of importance and urgency, and determines the priority order of each service in the order of the total value. The priority order determination unit 406 further determines the service provision timing based on the degree of urgency (timing determination process).
In step S <b> 1103, the service list creation unit 407 generates a service list including the service provision timing in addition to the customer location, the services to be provided to the customer and their priority, the service identification reason, and the service provider location. Create and proceed to S610.

FIG. 13 is a display example of the service screen when the service provider holds the display unit 205 of the mobile terminal 102 over the spectator seat 120 in the second embodiment. On the service screen 1300, the service, its priority, the reason for specifying the service, and the like are superimposed on the customer, and information on the urgency is also displayed.
In the example illustrated in FIG. 13, the service screen 1300 displays information indicating service provision timing “later” after “provide drink”. As described above, the mobile terminal 102 displays information related to the provision timing such that the service provider does not need to provide the service immediately or should not provide the service for the service whose urgency level is smaller than the threshold. To do. Further, the service screen 1300 also displays information indicating the reason why the provision timing is “later”, “the support team is under attack”.

Thereby, the service provider can provide an appropriate service at an optimal timing by confirming the display content.
The remaining configuration and processing of the service support system according to the second embodiment are the same as the configuration and processing of the service support system according to the first embodiment.

(Third embodiment)
In the service support system according to the third embodiment, the service support apparatus 100 is important based on the attributes of the service provider when there are service providers with different attributes such as guards and salespersons at the customer collection facility. Specify the degree.
In the present embodiment, the service provider DB in which the terminal ID of the mobile terminal 102 possessed by each service provider and the attributes of the service provider are stored in advance in the HDD 204 of the service support apparatus 100. . In the present embodiment, the service provider type is stored in the service provider DB as an attribute. Here, there are two types, “guard” and “sales”. The service provider DB further stores detailed attributes of each service provider such as “I speak a foreign language”, “I have power”, and “I am the head of a service department” in association with the terminal ID. You may do it.

Then, the priority order determination unit 406 of the service support apparatus 100 identifies the importance level based on the attribute, that is, the type of the service provider in the process of S607 illustrated in FIG. Note that the definition of importance for each type of service is stored in advance in the HDD 204 of the service support apparatus 100, and the priority determination unit 406 specifies the importance for each type based on the definition. . For example, for the service of “going to sell drinks”, the importance for each type of salesperson is defined as 100, and the importance for each type of guard is defined as 0 in advance. In addition, for the service of “controlling dangerous acts”, the importance level for each type of salesperson is defined as 20, and the importance level for each type of guard is defined as 90.
The priority order determination unit 406 may further adjust the importance more finely according to the combination of the service provider attribute and the customer related information. For example, in the case of a combination of a foreign customer and a service provider who can speak a foreign language, the priority order determination unit 406 adds 30 to the importance specified based on the definition. Thereby, the service provider who can speak a foreign language can preferentially handle foreign customers.
Furthermore, in the present embodiment, the service support apparatus 100 performs the processing of S608 to S610 for each service provider. That is, the service support apparatus 100 prioritizes each service for the target provider according to the order of importance specified in S607 based on the attributes of the service provider to be processed (hereinafter referred to as the target provider) in S608. Determine the ranking. That is, the service support apparatus 100 determines the priority order of each service for each service provider. In step S609, the service support apparatus 100 creates a service list for the target provider. In step S610, the service support apparatus 100 transmits the service list to the mobile terminal 102 possessed by the target provider.

FIG. 14 is a display example of the service screen when the service provider holds the display unit 205 of the mobile terminal 102 over the spectator seat 120 in the third embodiment. In the present embodiment, the mobile terminal 102 displays a service that should be preferentially performed by the service provider who owns the mobile terminal 102 in distinction from other services. Specifically, the service screen creation unit 501 of the mobile terminal 102 identifies, as a priority service, a service whose importance for each type is equal to or greater than a threshold value from among a plurality of services included in the service list (priority service identification process). . The display unit 502 grays out and displays services other than the priority services, thereby displaying the priority services separately from the services other than the priority services (display processing).
FIG. 14A is a diagram showing a service screen 1400 displayed on the mobile terminal 102 possessed by the salesperson. FIG. 14B is a diagram showing a service screen 1410 displayed on the mobile terminal 102 possessed by the security guard. On the service screen 1400 displayed on the salesperson's mobile terminal 102, services that the salesperson does not need to prioritize ("control of dangerous acts") are grayed out. In the service screen 1410 displayed on the security guard's mobile terminal 102, services that are not required to be preferentially performed by the security guard ("provide goods" and "provide drinks") are displayed in gray. .
As another example, services that the service provider does not need to perform preferentially may not be displayed.
The remaining configuration and processing of the service support system according to the third embodiment are the same as the configuration and processing of the service support system according to other embodiments.

(Fourth embodiment)
The service support system according to the fourth embodiment adjusts the importance of the service based on the positional relationship between the service provider and the customer, so that the service provider preferentially services the nearby customers. Help provide.
In the present embodiment, the service support apparatus 100 acquires position information indicating the positions of the service provider and the customer on the stadium from a position information acquisition apparatus such as GPS via the network I / F unit 207. As another example, the service support apparatus 100 may specify the positions of the service provider and the customer by image processing on the captured image received from the camera 101.

Then, the priority order determination unit 406 of the service support apparatus 100 identifies the importance based on the distance between the service provider and the customer. That is, the priority order determination unit 406 adjusts the importance specified according to the correspondence shown in FIG. 7 according to the distance. Specifically, the priority order determination unit 406 adjusts so that the importance is increased as the distance is shorter.
In addition, the display unit 205 of the portable terminal 102 possessed by the service provider distinguishes services that each service provider should preferentially perform from other services, as described in the third embodiment. indicate. For example, the CPU 201 of the mobile terminal 102 identifies a service whose importance after adjustment according to the distance is a threshold service or more as a priority service, and grays out a service other than the priority service as a service that does not need to be preferentially performed. To display.

Further, as shown in FIG. 15, the display unit 205 of the mobile terminal 102 displays a service screen 1500 that displays the positions of customers and service providers using a bird's-eye view. In the example shown in FIG. 15, an arrow is displayed between a customer to whom the service provider should provide a service preferentially and the service provider. Therefore, the service provider can grasp the position of the customer who should provide the service preferentially by looking at the bird's-eye view. The service provider can arrange the order in which the service is provided based on its own judgment while referring to the information shown in the bird's-eye view.
Also, a frame 1510 shown in FIG. 15 indicates a range in which any service provider has customers who are not given high priority. Thereby, the service provider can realize a more appropriate service by taking action such as requesting new support in order to deal with the customers in the frame 1510.

  As a modification example of the service support system according to the fourth embodiment, the service list creation unit 407 of the service support apparatus 100 creates a service list including only services whose importance is equal to or higher than a threshold value for each service provider. May be.

<Other embodiments>
Although the embodiment has been described in detail above, the present invention can take an embodiment as a system, apparatus, method, program, recording medium (storage medium), or the like. Specifically, the present invention may be applied to a system composed of a plurality of devices (for example, a host computer, an interface device, an imaging device, a web application, etc.), or may be applied to a device composed of a single device. good.
Needless to say, the object of the present invention can be achieved as follows. That is, a recording medium (or storage medium) that records a program code (computer program) of software that implements the functions of the above-described embodiments is supplied to the system or apparatus. Needless to say, such a storage medium is a computer-readable storage medium. Then, the computer (or CPU or MPU) of the system or apparatus reads and executes the program code stored in the recording medium. In this case, the program code itself read from the recording medium realizes the functions of the above-described embodiment, and the recording medium on which the program code is recorded constitutes the present invention.

  As described above, according to each embodiment described above, it is possible to provide support so that the service provider can provide appropriate services to each of the plurality of customers.

  The preferred embodiments of the present invention have been described in detail above, but the present invention is not limited to such specific embodiments, and various modifications can be made within the scope of the gist of the present invention described in the claims.・ Change is possible.

100 Service Support Device 101 Camera 102 Mobile Terminal 1500 Customer 140 Service Provider 201 CPU
202 ROM
203 RAM

Claims (19)

A service determining means for determining a type of service to be provided to each of the plurality of customers based on a plurality of customer related information corresponding to each of the plurality of customers;
An importance level specifying means for specifying an importance level of a service to be provided to each customer based on the customer related information;
A service support apparatus comprising priority order determining means for determining the priority order of each service based on the importance.   The service support apparatus according to claim 1, further comprising: a transmission unit configured to transmit a service list including the priority order of the service and location information of a customer who should provide the service to the mobile terminal.   3. The service support according to claim 1, wherein the service determination unit determines the type of the service based on customer-related information stored in the storage unit in association with customer identification information. apparatus. Based on a photographed image including the customer as a subject, further comprising state estimating means for estimating the state of the customer,
4. The service support apparatus according to claim 1, wherein the service determination unit determines the type of the service based on the customer related information including a customer state. 5. Further comprising an urgent level specifying means for specifying the urgency level of the service based on the type of the service;
5. The service support apparatus according to claim 1, wherein the priority order determination unit determines the priority order of the service based on the importance level and the urgency level. Based on environmental information related to the environment and the customer-related information, further comprising an adjusting means for adjusting the urgency level,
6. The service support apparatus according to claim 5, wherein the priority order determining unit determines the priority order based on the urgency level and the importance level after adjustment by the adjustment unit.   The service support apparatus according to claim 6, further comprising a timing determination unit that determines a provision timing of the service based on the urgency level. The importance level specifying means further specifies the importance level based on the attribute of the service provider,
8. The service support apparatus according to claim 1, wherein the priority order determination unit determines a priority order of each service for each service provider. 9. The importance level specifying means further specifies the importance level based on a distance between the service provider and the customer,
8. The service support apparatus according to claim 1, wherein the priority order determination unit determines a priority order of each service for each service provider. 9. Receiving means for receiving a service list including priority of each of a plurality of services and location information of customers to whom the services are to be provided;
Creating means for creating a service screen for displaying a position of a customer who should provide the service and a priority order of the service based on the service list;
And a display means for displaying the service screen.   The display device according to claim 10, wherein the creating unit creates the service screen further showing a positional relationship between the position of the display device and the position of the customer. A priority service specifying means for specifying a priority service based on the priority order;
The display device according to claim 10 or 11, wherein the creation unit creates the service screen for displaying the priority service separately from services other than the priority service. The service list further includes service provision timing,
The display device according to claim 10, wherein the creation unit creates the service screen that further displays the provision timing of the service. A service determining means for determining a type of service to be provided to each of the plurality of customers based on a plurality of customer related information corresponding to each of the plurality of customers;
An importance level specifying means for specifying an importance level of a service to be provided to each customer based on the customer related information;
Priority order determining means for determining the priority order of each service based on the importance;
A service support system comprising display means for displaying the priority order of the services. A service support method executed by a service support device,
A service determination step for determining a type of service to be provided to each of the plurality of customers based on a plurality of customer related information corresponding to each of the plurality of customers;
An importance level identifying step for identifying the importance level of the service to be provided to each customer based on the customer related information;
And a priority order determining step for determining a priority order of each service based on the importance. A service support method executed by a display device,
A receiving step of receiving a service list including priority of each of a plurality of services and location information of customers to whom the services are to be provided;
Creating a service screen based on the service list for displaying a position of a customer who should provide the service and a priority of the service;
A service support method comprising: a display step of displaying the service screen. A service support method executed by the service support system,
A service determination step for determining a type of service to be provided to each of the plurality of customers based on a plurality of customer related information corresponding to each of the plurality of customers;
An importance level identifying step for identifying the importance level of the service to be provided to each customer based on the customer related information;
A priority determining step for determining the priority of each service based on the importance;
And a display step for displaying the priority of the service. Computer
A service determining means for determining a type of service to be provided to each of the plurality of customers based on a plurality of customer related information corresponding to each of the plurality of customers;
An importance level specifying means for specifying an importance level of a service to be provided to each customer based on the customer related information;
A program for functioning as priority determining means for determining the priority of each service based on the importance. Computer
Receiving means for receiving a service list including priority of each of a plurality of services and location information of customers to whom the services are to be provided;
Creating means for creating a service screen for displaying a position of a customer who should provide the service and a priority order of the service based on the service list;
A program for functioning as display means for displaying the service screen.

Images