JP2016173735A - Customer information system and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an effective customer information system.SOLUTION: A customer information system includes: a state acquisition section which acquires information indicating a state of a customer specified from a customer image captured by a first imaging apparatus arranged in a first store; a state information storage section which stores information indicating a first state which is a state of the customer who has not purchased a commodity in the first store, in association with information identifying the customer; and a customer information providing section which gives information on the customer to a store where the customer visits when a current state of the customer specified from a customer image captured in the store where the customer visits is similar to the first state indicated by the information stored in the state information storage section in association with the customer.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a customer information system and a program.

A flow line management system is known that grasps the visitor's behavior history for each individual visitor and estimates the age of the visitor's gender, etc., and grasps the behavior history specific to a particular gender and age group. . (For example, refer to Patent Document 1). Also, a system is known in which a customer and a product are specified by an in-store monitoring camera and an in-store display product mounting IC tag in an article sales store to perform marketing analysis and excellent customer visit detection (see, for example, Patent Document 2). .)
Patent Document 1 JP 2010-55594 A Patent Document 2 JP 2008-257488 A

  There has been a problem that information on customers who are unlikely to purchase products cannot be effectively provided to the store side.

  In the first aspect, the customer information system includes a status acquisition unit that acquires information indicating the status of the customer identified from the customer image captured by the first imaging device provided in the first store; The customer is visiting a status information storage unit that stores information indicating the first status, which is the status of the customer when the customer did not purchase the product at the first store, in association with information identifying the customer. When the current situation of the customer identified from the customer image captured in the store is similar to the first situation indicated by the information stored in the situation information storage unit in association with the customer, And a customer information providing unit that provides information to a store visited by the customer.

  The status information storage unit stores information indicating the second status, which is the status of the customer when the customer purchases the product at the first store, in association with the information for identifying the customer. When the current situation of the customer is similar to the first situation, information indicating the second situation may be provided to the store where the customer is visiting.

  The customer information providing unit may provide information indicating the first status and information indicating the second status to the store where the customer is visiting when the current status of the customer is similar to the first status.

  The information indicating the customer status includes at least one of information indicating the customer's facial expression, information indicating whether or not the customer has a companion, information indicating the customer's operation, and information on the product viewed by the customer. May include.

  The situation acquisition unit acquires a facial image extracted from the customer image captured by the first imaging device and information indicating the customer situation, and the situation information storage unit associates the facial image with the customer's facial image. The information indicating one situation is stored, and the customer information system acquires a newly captured customer face image and associates it with the newly captured customer face image to a situation information storage unit And a situation information extraction unit that extracts information indicating the first situation stored in.

  The customer information system includes a server having a status acquisition unit, a status information storage unit, and a status information extraction unit, and extracts a customer face image from a customer image captured by a first imaging device. A face image extraction unit; a customer situation imaged by the first imaging device; and a first situation identification unit that identifies a customer situation; a face image extracted by the face image extraction unit; and a first situation identification You may further provide the 1st shop side apparatus which has the 1st customer condition information transmission part which transmits the information which shows the customer's condition which the part specified to the server.

  A second face image extraction unit for extracting a newly captured customer face image from a customer image newly captured by a second imaging device provided in a second store different from the first store; Analyzing the customer image captured by the second imaging device, the second situation specifying unit for specifying the customer situation, the face image extracted by the second face image extracting unit, and the second situation specifying unit are specified A second store side device having a second customer status information transmitting unit for transmitting information indicating the status of the customer to the server, the customer information providing unit receiving the customer status received from the second customer status information transmitting unit May be transmitted to the second store side device when the information indicating the information is similar to the information indicating the first status extracted by the status information extraction unit.

  The customer image captured by the first imaging device is analyzed to further include a focused product identification unit that identifies a focused product that is a product that the customer has focused on. When the target product is not purchased, information indicating the customer situation identified from the customer image captured at the sales location of the target product may be stored as information indicating the first status.

  A purchase product specifying unit for specifying the product purchased by the customer is further provided, and the status information storage unit stores information indicating the status of the customer specified from the customer image captured at the sales location of the product purchased by the customer. It may be stored as information indicating two situations.

  In the second aspect, the program causes the computer to function as the customer information system.

  The summary of the invention does not enumerate all the features of the present invention. In addition, a sub-combination of these feature groups can also be an invention.

1 schematically shows an overall configuration of a customer information system 10 according to an embodiment. The block configuration of the camera system 22a, the store side server 120a, and the customer information server 140 is schematically shown. An example of the communication sequence between the store 20a and the customer information server 140 is shown. An example of the communication sequence between the store 20b and the customer information server 140 is shown. The status information stored in the information storage unit 202 is shown in a table format. The shared information stored in the information storage unit 202 is shown in a table format. The purchase information stored in the information storage unit 202 is shown in a table format.

  Hereinafter, the present invention will be described through embodiments of the invention, but the following embodiments do not limit the invention according to the claims. In addition, not all the combinations of features described in the embodiments are essential for the solving means of the invention.

  FIG. 1 schematically shows an overall configuration of a customer information system 10 according to an embodiment. The customer information system 10 includes a customer information server 140, a credit card information server 150, a store side server 120a and a store side server 120b, a store clerk terminal 180a and a store clerk terminal 180b, a camera system 21a, a camera system 22a, and a camera system. 23a, a camera system 21b, a camera system 22b, a camera system 23b, a customer terminal 170a, a customer terminal 170b, and a communication line 160.

  The customer 190a and the customer 190b are customers visiting the store 20. The customer 190a and the customer 190b purchase goods at the store 20a or the store 20b by transaction. Customer 190a is the owner of customer terminal 170a, and customer 190b is the owner of customer terminal 170b. The customers 190a and 190b are owners of credit cards issued by the credit card information server 150. The customer 190a and the customer 190b may be collectively referred to as the customer 190. Further, the customer terminal 170a and the customer terminal 170b may be collectively referred to as the customer terminal 170. A product is a concept that includes not only tangible goods but also intangible goods. Intangible goods include services, content and rights.

  The store 20a and the store 20b are member stores of credit cards issued by the customer information server 140. The store side server 120a, the camera system 21a, the camera system 22a and the camera system 23a, the salesclerk terminal 180a, and the electronic signboard 130a are managed by the store 20a. The store side server 120b, the camera system 21b, the camera system 22b and the camera system 23b, the salesclerk terminal 180b, and the electronic signboard 130b are managed by the store 20b. The store 20a and the store 20b may be collectively referred to as the store 20. Further, the store side server 120a and the store side server 120b may be collectively referred to as the store side server 120. Further, the clerk terminal 180a and the clerk terminal 180b may be collectively referred to as the clerk terminal 180.

  The customer information server 140, the store side server 120, and the credit card information server 150 communicate with each other via a communication line 160. The customer terminal 170a and the customer terminal 170b communicate with the store side server 120 through the communication line 160. The communication line 160 includes a communication line such as a dedicated line, a public line, and a data communication line. Some of the devices connected to the communication line 160 and the communication line 160 may form a computer network such as the Internet. The salesclerk terminal 180a and the store-side server 120a communicate with each other via a wireless communication network in the store 20a, for example. The electronic signboard 130a and the store-side server 120a communicate with each other via a wireless communication network in the store 20a. The salesclerk terminal 180b and the store-side server 120b communicate with each other via, for example, a wireless communication network in the store 20b. The electronic signboard 130b and the store-side server 120b communicate with each other via a wireless communication network in the store 20b.

  In the store 20a, the camera system 21a is provided at the entrance of the store 20a. The camera system 22a is provided in the vicinity of the product shelf. For example, the camera system 22a is provided at a position where the face and motion of a customer who is looking at a product placed on a product shelf can be imaged. The camera system 23a is provided in the vicinity of the accounting terminal 182a. For example, the camera system 23a is provided at a position where it is possible to capture the face and motion of the customer who is accounting near the accounting terminal 182a. The store-side server 120b, the camera system 21b, the camera system 22b, the camera system 23b, the store clerk terminal 180b, the electronic signboard 130b, and the accounting terminal 182b of the store 20b are configured as the store-side server 120a, the camera system 21a, and the camera system, respectively. 22a, the camera system 23a, the salesclerk terminal 180a, the electronic signboard 130a, and the accounting terminal 182a have substantially the same functions.

  The accounting terminal 182 is provided in the store 20. The accounting terminal 182 has a function as, for example, a point-of-sale information management terminal. The accounting terminal 182 has a function of reading card identification information from a credit card at the time of transaction of goods with the customer 190. In the case of performing credit settlement at the accounting terminal 182, the accounting terminal 182 communicates with the credit card information server 150.

  In the store 20a, the camera system 21a, the camera system 22a, and the camera system 23a each extract a human face image from the captured image. In addition, each of the camera system 21a, the camera system 22a, and the camera system 23a specifies the action of a person from the captured image. The camera system 21a, the camera system 22a, and the camera system 23a transmit the extracted face image data and information on the action of the identified person to the store-side server 120a. For the sake of easy understanding, the camera system 21a, the camera system 22a, and the camera system 23a may be collectively referred to as “camera system”.

  The store-side server 120a identifies the product of interest focused on by the customer and the situation of the customer from the operation information of the customer received from the camera system. The customer status includes the presence / absence of the customer, the number of accompanying persons, whether the customer is talking with the store clerk 188a, is using the product of interest, what kind of product was being viewed, and the time during which the product was being viewed Etc. The store-side server 120a transmits to the customer information server 140 information including the face image extracted from the camera system, identification information of the product of interest, and customer status information. The customer information server 140 stores and accumulates the situation information received from the store side server 120a.

  In addition, the store-side server 120a identifies a product purchased by a customer who is accounting based on information obtained by the camera system 23a and purchase information from the accounting terminal 182a. The store-side server 120a transmits purchase information including the customer's face image and purchased product identification information to the customer information server 140. When the customer information server 140 receives the purchase information, the customer information server 140 updates the customer status information stored in association with the purchased product as the status information when the customer purchases the product. This customer situation information may be referred to as “purchase situation information”.

  Further, when the store-side server 120a detects a customer who has left the store from the entrance / exit from the image obtained by the camera system 21a, the store-side server 120a, based on the image obtained by the camera system 21a and the purchase information from the accounting terminal 182a, Identifies a product of interest that has not been purchased. The store-side server 120a transmits to the customer information server 140 the customer's face image, identification information of the product of interest that the customer did not purchase, and information that the store has been closed. When the customer information server 140 receives the store exit information, the customer information server 140 updates the customer status information associated with the product of interest as customer status information when the product is not purchased. The information indicating the customer status may be referred to as “status information at the time of non-purchasing”.

  Next, the operation when the store-side server 120b acquires information from the customer information server 140 will be described. When the store-side server 120b acquires a face image of a customer who wants to enter from the entrance / exit with the camera system 21b, the store-side server 120b transmits the acquired face image to the customer information server 140 and the customer does not purchase at another store. The customer information server 140 is requested for the identification information of the product. Based on the received face image, the customer information server 140 identifies identification information of the product of interest that the customer has not purchased, and transmits the identification information to the store-side server 120b. Store side server 120ab displays the information on the goods identified with the identification information received from customer information server 140 on electronic signboard 130b. For example, the customer information server 140 displays information on the sales location of the product in the store 20b on the electronic signboard 130b.

  Further, when the store-side server 120b detects the customer 190b at the product sales location, the store-side server 120b transmits a customer-related information request including the face image of the customer 190b and the current status information of the customer 190b to the customer information server 140. .

  At this time, the customer information server 140, when the situation information similar to the current situation information of the customer 190b exists in the situation information at the time of non-purchasing stored in the customer information server 140, the customer information server 140 Information related to 190b is transmitted to the store-side server 120b as information for conducting sales promotions for the customer 190b. For example, the store-side server 120b transmits the status information at the time of the past non-purchase of the customer 190b to the store-side server 120b. The store side server 120b transmits the information received from the store side server 120b to the store clerk terminal 180b and causes the store clerk terminal 180b to display the information. Accordingly, the clerk 188b can guide the customer 190b to purchase the product by talking to the customer 190b while paying attention to the contents displayed on the clerk terminal 180b.

  In the case of explaining this embodiment, for the sake of easy understanding, the situation information acquired at the store 20a is transmitted to the customer information server 140, and the situation information is sent from the customer information server 140 at the store 20b. May be taken up and explained. However, the store side server 120a and the store side server 120b have the same functions. Therefore, the situation information acquired at the store 20b may be transmitted to the customer information server 140, and the situation information or the like may be acquired from the customer information server 140 at the store 20a. In addition, the situation information acquired at the store 20a may be transmitted to the customer information server 140, and the situation information may be acquired from the customer information server 140 at the store 20a, or the situation information acquired at the store 20b. May be transmitted to the customer information server 140, and the situation information and the like may be acquired from the customer information server 140 at the store 20b.

  As described above, the outline of the customer information system 10 is as follows. According to the customer information system 10, the situation of the customer 190 when the customer 190 pays attention to the product but does not actually lead to purchase behavior is Can be collected and stored. Then, when the current situation of the customer 190 is similar to a situation where the past purchase behavior has not been reached, the store 20 can be notified of information relating to the customer 190a. Therefore, the purchase behavior of the customer 190 can be effectively promoted in some cases.

  When the accounting terminal 182 transmits the sales information to the credit card information server 150, the face image of the customer 190 captured by the camera system 23 associated with the accounting location is sent to the credit card information server 150 together with the sales information. Send. The credit card information server 150 manages member information of the credit card member in association with the face image information. For example, the credit card information server 150 manages product purchase information in association with face image information.

  In addition, the credit card information server 150 transmits a face image to the customer information server 140 and requests member status information stored in the customer information server 140. Then, the credit card information server 150 analyzes the member status information and transmits the sales promotion information to the member. For example, a member who has a low probability of purchasing a product when visiting the store alone and a high probability of purchasing a product when accompanied by one or more people has the benefit of purchasing the product with a credit card payment when visiting a family. Promotional information such as giving Further, when the current status of the member at the store 20 is similar to the status at the time of non-purchasing, the credit card information server 150 may transmit the product discount information to the member in real time. Thereby, based on at least one of the situation information at the time of purchase in the store 20 and non-purchase, a member's purchase action may be able to be promoted effectively.

  FIG. 2 schematically shows a block configuration of the camera system 22a, the store-side server 120a, and the customer information server 140. The camera system 22a includes an imaging unit 254a, an action specifying unit 252a, and a face image extracting unit 250a. The store-side server 120a includes a situation specifying unit 240a, a focused product specifying unit 242a, an information transmitting unit 230a, an information receiving unit 220a, a customer information transmitting unit 260a, and a purchased product specifying unit 244a.

  The imaging unit 254a captures an image. An image is a concept including a moving image and a still image. The face image extraction unit 250a extracts the face image of the customer 190 from the customer image captured by the imaging unit 254a. The operation specifying unit 252a specifies the customer's operation from the customer image captured by the imaging unit 254a. The action specifying unit 252a specifies the position and movement of the customer's hand, foot, head, and mouth from the customer image.

  The situation identifying unit 240a analyzes the customer image captured by the imaging unit 254a and identifies the customer situation. The customer situation includes at least one of the customer's facial expression, whether the customer has a companion, the customer's action, and the product viewed by the customer.

  As an example, the situation specifying unit 240a specifies the facial expression of the customer based on the face image extracted by the face image extracting unit 250a. In addition, the situation specifying unit 240a specifies whether the customer has a companion or the number of companions based on the face image extracted by the face image extraction unit 250a. The situation specifying unit 240a determines that a companion is present when a plurality of faces are extracted from positions close to each other by the face image extracting unit 250a. The situation specifying unit 240a may specify the number of faces extracted from a predetermined range around a specific face as the number of accompanying persons. In addition, the situation specifying unit 240a determines whether or not the customer is looking at the product based on the position and movement of the customer's hand, foot, and head specified by the action specifying unit 252a. Also, the situation specifying unit 240a is listening to the clerk's explanation as to whether the customer is consulting with others based on the position and movement of the customer's hand, foot, head, mouth specified by the action specifying unit 252a. Judge whether or not.

  The information transmission unit 230 a transmits the face image extracted by the face image extraction unit 250 a and the situation information that is information indicating the customer situation identified by the situation identification unit 240 a to the customer information server 140. The information transmission unit 230 a transmits the face image extracted from the customer image captured by the imaging unit 254 a and the customer situation information to the customer information server 140.

  The product-of-interest specifying unit 242a analyzes the customer image captured by the imaging unit 254a and specifies the product of interest, which is the product that the customer has focused on. For example, the product-of-interest specifying unit 242a identifies the customer's line-of-sight direction based on the face image extracted by the face image extracting unit 250a, and determines the product ahead of the customer's line-of-sight direction as the product of interest. When the customer-specific product specifying unit 242a determines that the customer is looking at a specific product for a time longer than a predetermined threshold, the product-of-interest specifying unit 242a may determine that the product is the product of interest. The information transmission unit 230a transmits information indicating the target product specified by the target product specifying unit 242a to the customer information server 140 together with the face image and the situation information. Thereby, the store-side server 120a can transmit situation information such as a facial expression when the customer is looking at the product focused on to the customer information server 140. Note that the information indicating the target product may be the type of the target product. Further, the information transmission unit 230a may further transmit the current time to the customer information server 140.

  The purchased product specifying unit 244a specifies the product purchased by the customer. For example, the product purchased by the customer is specified by acquiring information on the product to be traded from the accounting terminal 182. The information transmitting unit 230a transmits information indicating the product specified by the purchased product specifying unit 244a as information on the product purchased by the customer to the customer information server 140 in association with the customer's face image.

  The customer information server 140 includes an information storage unit 202, a storage control unit 208, an information acquisition unit 200, an information provision unit 210, a situation information extraction unit 204, and a situation comparison unit 206.

  The information acquisition unit 200 acquires information indicating the status of the customer specified from the customer image captured by the imaging unit 254a. Specifically, the information acquisition unit 200 acquires the face image extracted from the customer image captured by the imaging unit 254a and information indicating the customer status. More specifically, the information acquisition unit 200 receives the situation information and the face image transmitted from the information transmission unit 230a through the communication line 160.

  Information acquired by the information acquisition unit 200 is supplied to the storage control unit 208. The storage control unit 208 stores the information acquired by the information acquisition unit 200 in the information storage unit 202. The storage control unit 208 stores the information acquired by the information acquisition unit 200 in the status information 400 or the purchase information 600 in the information storage unit 202. The shared information 500 stored in the information storage unit 202 will be described later.

  The information storage unit 202 stores the situation information acquired by the information acquisition unit 200. Specifically, the information storage unit 202 stores the non-purchasing status information, which is the status of the customer when the customer did not purchase the product at the store 20a, in association with the customer's face image. In particular, the information storage unit 202 stores customer status information in a case where the customer did not purchase the product of interest at the store 20a in association with the customer's face image. More specifically, when the customer does not purchase the product of interest at the store 20a, the information storage unit 202 displays information indicating the status of the customer specified from the customer image captured at the sales location of the product of interest. Stored as status information at the time of non-purchasing.

  The information storage unit 202 also stores situation information at the time of purchase, which is the situation of the customer when the customer purchases a product at the store 20a, in association with the customer's face image. Specifically, the information storage unit 202 stores, as purchase status information, information indicating the customer status identified from the customer image captured at the sales location of the product purchased by the customer. The face image is an example of information for identifying a customer. When the information acquisition unit 200 receives information indicating the product purchased by the customer from the store-side server 120a, the storage control unit 208 associates the information on the product purchased by the customer with the customer's face image, You may store in the purchase information 600 of the storage unit 202. Thereby, the information storage unit 202 can store the history of the product purchased by the customer in association with the face image.

  As described above, the information storage unit 202 stores the non-purchase status information and the purchase status information in association with information for identifying a customer. The storage control unit 208 causes the information storage unit 202 to store the non-purchase status information and the purchase status information supplied from the information acquisition unit 200 as part of the status information 400. As will be described later, the storage control unit 208 causes the information storage unit 202 to store status information in association with purchase status information indicating whether or not a product has been purchased. Thereby, the information storage unit 202 stores the non-purchasing status information and the purchasing status information in an identifiable manner.

  Next, an operation when a customer is newly imaged by the camera system 22a in the store 20a will be described. The face image extraction unit 250a extracts a newly captured customer face image from the customer image newly captured by the imaging unit 254a. The situation specifying unit 240a analyzes the customer image newly captured by the imaging unit 254a, and specifies the customer situation. Then, the information transmission unit 230a transmits the face image extracted by the face image extraction unit 250a and information indicating the customer situation identified by the situation identification unit 240a to the customer information server 140. For example, when the information transmission unit 230a determines that a newly imaged customer is paying attention to a specific product, the information transmission unit 230a transmits the customer's situation information and face image to the customer information server 140, and Information is requested from the customer information server 140.

  When the information acquisition unit 200 receives the newly-captured customer situation information and face image from the store-side server 120a, the information acquisition unit 200 provides the face information to the situation information extraction unit 204. In addition, the information acquisition unit 200 supplies the newly-captured customer situation information to the situation comparison unit 206.

  The situation information extraction unit 204 acquires a newly captured customer face image, associates it with the newly captured customer face image, and stores it in the information storage unit 202. Extract the situation information of the hour. The situation comparison unit 206 compares the situation information extracted by the situation information extraction unit 204 with the situation information acquired from the information acquisition unit 200, and determines whether or not they are similar. When the situation comparison unit 206 determines that the situation information is similar, the information providing unit 210 transmits information about the newly imaged customer to the store-side server 120a. As described above, the information providing unit 210 is newly imaged when the customer status information received from the information transmitting unit 230a is similar to the non-purchasing status information extracted by the status information extracting unit 204. Information about the customer is transmitted to the store-side server 120a.

  In addition, the information regarding the customer imaged newly may be the status information at the time of purchase. Moreover, the information regarding the customer imaged newly may be the status information at the time of non-purchasing. Moreover, the information regarding the customer imaged newly may be the status information at the time of non-purchase and the status information at the time of purchase. Moreover, the information regarding the customer imaged newly may be the information of the goods which the said customer purchased in the past contained in the purchase information 600. FIG.

  When the information receiving unit 220 receives the information about the customer transmitted from the customer information server 140, the information receiving unit 220 supplies the received information about the customer to the customer information transmitting unit 260. The customer information transmission unit 260 transmits information about the supplied customer to the salesclerk terminal 180. The salesclerk terminal 180 displays the information received from the customer information transmission unit 260 and presents it to the salesclerk 188. Therefore, the store clerk 188 can appropriately serve customers based on the information about the customer displayed on the store clerk terminal 180.

  As described above, according to the information providing unit 210, the current situation of the customer specified from the customer image captured in the store where the customer is visiting is associated with the customer in the information storage unit 202. If the stored information is similar to the non-purchasing situation, information about the customer can be provided to the store where the customer is visiting.

  The camera system 21a, the camera system 23a, the camera system 21b, the camera system 22b, and the camera system 23b have substantially the same functions and configurations as the camera system 22a. Further, the store side server 120b has substantially the same function and configuration as the store side server 120a. Therefore, the description of those details is omitted. In the present embodiment, when referring to a component included in the store-side server 120b, “b” may be applied instead of the tail “a” of the corresponding component in the store-side server 120a.

  FIG. 3A shows an example of a communication sequence between the store 20a and the customer information server 140.

  The camera system 21a transmits the face image extracted from the captured image and the operation information specified from the captured image to the store-side server 120a (S302). In the store-side server 120a, when the situation specifying unit 240a specifies that the customer has entered the store based on the information received from the camera system 21a, the information transmitting unit 230a receives the face image received from the camera system 21a, the customer The status information indicating that has entered the store is transmitted to the customer information server 140 (S304). In the customer information server 140, the information acquisition unit 200 stores the face image and the situation information received from the store-side server 120a in the information storage unit 202 (S306).

  Subsequently, the camera system 22a that captures the sales location of the product transmits the face image extracted from the captured image and the operation information specified from the captured image to the store-side server 120a (S308). In the store-side server 120a, the situation specifying unit 240a specifies a product in the imaging area of the camera system 22a based on the information received from the camera system 22a, and the information transmitting unit 230a receives the face received from the camera system 22a. The image and the situation information indicating the action taken by the customer for the product are transmitted to the customer information server 140 (S310). In the customer information server 140, the face image and the situation information received by the information acquisition unit 200 from the store-side server 120a are included in the situation information 400 of the information storage unit 202 and stored (S312).

  Thereafter, the camera system 23a provided at the accounting location transmits the face image extracted from the captured image and the operation information specified from the captured image to the store-side server 120a (S314). In the store-side server 120a, when the situation identifying unit 240 identifies the situation that the customer is purchasing based on the information received from the camera system 23a, the information transmitting unit 230a And the status information indicating that the customer has purchased the product are transmitted to the customer information server 140 (S316). At this time, the purchased product specifying unit 244 specifies the product purchased by the customer based on the information acquired from the accounting terminal 182.

  In the customer information server 140, the face image and the situation information received by the information acquisition unit 200 from the store-side server 120a are included in the situation information 400 of the information storage unit 202 and stored (S318). Further, the storage control unit 208 associates the purchase situation information indicating that the purchase of the product has been made with the situation information stored in association with the face image that matches the face image received in S316 (S320). Thereby, the status information stored in S312 is stored in the information storage unit 202 as status information at the time of purchase.

  In addition, the camera system 22a transmits the face image extracted from the captured image and the operation information specified from the captured image to the store-side server 120a (S322). In the store-side server 120a, the situation specifying unit 240a specifies the product in the imaging area of the camera system 22a based on the information received from the camera system 22a, the face image received from the camera system 22a, and the customer's product The situation information indicating the action taken for the client is transmitted to the customer information server 140 (S324). In the customer information server 140, the face image and the situation information received by the information acquisition unit 200 from the store-side server 120a are included in the situation information 400 of the information storage unit 202 and stored (S326).

  Thereafter, the camera system 21a provided at the doorway transmits the face image extracted from the captured image and the operation information specified from the captured image to the store-side server 120a (S328). In the store-side server 120a, when the situation specifying unit 240a specifies that the customer has left the store based on the information received from the camera system 21a, the information transmitting unit 230a receives the face image received from the camera system 21a, the customer Is sent to the customer information server 140 (S330). In the customer information server 140, the face image and the situation information received by the information acquisition unit 200 from the store-side server 120a are included in the situation information 400 of the information storage unit 202 and stored (S332). Further, the storage control unit 208 associates the purchase situation information indicating that the product has not been purchased with the situation information stored in association with the face image that matches the face image received in S328 (S334). Thereby, the status information stored in S324 is stored in the information storage unit 202 as status information at the time of non-purchasing.

  FIG. 3B shows an example of a communication sequence between the store 20b and the customer information server 140. Here, an operation when face information is extracted by the camera system 22b including the sales place in the imaging area in the store 20b will be described.

  The camera system 22b transmits the face image extracted from the captured image and the operation information specified from the captured image to the store-side server 120b (S342). In the store side server 120b, the face image received from the camera system 22b and the current situation information of the customer identified by the situation identification unit 240b are transmitted to the customer information server 140 to request customer related information for promotion. (S344). Specifically, the customer information server 140 is requested for status information at the time of purchase and status information at the time of non-purchase.

  In the customer information server 140, the situation information extraction unit 204 extracts the purchase situation information and non-purchase situation information associated with the face image received by the information acquisition unit 200 from the store-side server 120b (S346). .

  Then, the situation comparison unit 206 compares the current situation information received from the store-side server 120b in S324 with the situation information at the time of non-purchase extracted in S346 (S348). When the non-purchase status information extracted in S346 includes status information with similar comparison results, the information providing unit 210 promotes the purchase status information and non-purchase status information extracted in S346. Is transmitted to the store-side server 120b as customer related information (S350). When there is no non-purchase status information with similar comparison results, the information providing unit 210 transmits to the store-side server 120b that the current status is not a non-purchase status.

  Upon receiving the purchase status information and the non-purchase status information from the customer information server 140, the store-side server 120b specifies information for identifying a product in the imaging area of the camera system 22b, the received purchase status information, and The status information at the time of non-purchasing is transmitted to the clerk terminal 180b (S352). The salesclerk terminal 180b displays the situation information at the time of purchase and the situation information at the time of non-purchase together with the product information. Therefore, the store clerk 188b can determine how to serve customers with reference to the situation information at the time of purchase. Further, the store clerk 188b can determine what kind of customer service is not good with reference to the situation information at the time of non-purchasing.

  FIG. 4 shows the status information 400 stored in the information storage unit 202 in a table format. The situation information 400 includes face image information, date and time information, store information, target product information, operation information, companion information, facial expression information, and purchase situation information.

  In the face image information, information on the face image received from the customer information server 140 is stored. The face image information may be image data itself. The face image information of each record of the status information 400 may store information on each face image received from the store-side server 120. For a record that is determined to be a record of the same customer based on the degree of coincidence of face images, information on one or more representative images representing the customer may be stored in the face image information.

  In the date / time information, date / time information transmitted from the store-side server 120 in the situation information may be stored. The date / time information may store date / time information when the customer information server 140 receives the status information. The store information stores the identification information of the store 20. Information for identifying the type of product is stored in the target product information. In the operation information, information indicating an operation taken by the customer is stored. For example, information indicating that the store has been entered, whether or not the explanation of the store clerk has been heard, whether or not consulted with a companion, whether or not the store has been picked up, whether the store has been closed, or the like is stored. In the accompanying person information, information indicating the number of accompanying persons is stored. The facial expression information stores information for identifying the customer's facial expression. Examples of facial expressions include a smile, a normal face, a serious face, and an angry face.

  The purchase status information stores information indicating whether or not the purchase has been reached later. In the figure, ◯ indicates that purchase has been completed, and x indicates that purchase has not been completed. In the figure, the situation of the combination of “listening to the explanation of the store clerk”, “one accompanying person” and “smiling facial expression” is “the situation at the time of non-purchasing” of the customer 190 specified by the face image of the face information 1. It corresponds to. On the other hand, the situation of “take it in hand”, “no companions” and “expression is a normal face” corresponds to the “purchase situation” of the customer 190 specified by the face image of the face information 1. . It can be seen that for such a customer 190, for example, the store clerk 188 should say “Please pick it up” without giving a detailed product description.

  In addition, when the situation comparison unit 206 calculates the similarity of the situation, the situation comparison unit 206 matches, for example, the condition that the movements match, the condition that the number of accompanying persons matches, and the facial expressions. It is determined whether or not the three conditions of being present are satisfied. The situation comparison unit 206 calculates the number of satisfied conditions as the similarity. Then, the situation comparison unit 206 determines that the situations are similar when the calculated similarity exceeds a predetermined threshold. In addition, when calculating the number of satisfied conditions, the situation comparison unit 206 may calculate by weighting each condition.

  FIG. 5 shows the shared information 500 stored in the information storage unit 202 in a table format. The shared information 500 includes source store information, type information, location information, and destination store information.

  The provider store information is information that identifies the store of the provider that provides the situation information. The type information is information that specifies the type of the provider store. The location information is information specifying the location of the provider store. The provision destination store information is information for specifying a store of the situation information provision destination.

  The shared information 500 shown in the figure indicates that the status information provided from “XX Electric Shinjuku West Exit” can be provided to “XX Electric Kichijoji” and “XX Electric Akihabara”. On the other hand, status information provided by “XX Electric Kichijoji Store” can be provided to “XX Electric Akihabara Store”, and status information provided by “XX Electric Akihabara Store” is provided to “XX Electric Kichijoji Store” Show what you can do.

  When the situation information extraction unit 204 extracts specific situation information from the situation information 400, the situation information extraction unit 204 provides situation information that can be extracted from the situation information 400 based on the store specified by the shop information of the situation information 400 and the shared information 500. Impose restrictions on the original store. For example, the situation information extraction unit 204 selects a store in which the store 20 that transmitted the request for the customer-related information is included in the provided store information from among the stores determined by the “provider store information” of the shared information 500. It may be determined as a store that provides situation information that can be extracted from 400.

  The situation information extraction unit 204 may determine a store that provides the situation information that can be extracted from the situation information 400 based on the type information and the location information. For example, the situation information extraction unit 204 may determine a store of a type different from the type specified by the “type information” of the shared information 500 as a store that provides the situation information that can be extracted from the situation information 400. In addition, the situation specifying unit 240 is a store that provides the situation information that can be extracted from the situation information 400 at a location that is a predetermined distance or more away from the location specified by the “location information” of the shared information 500. You may decide. Thereby, it becomes possible to provide situation information flexibly between stores with little competition.

  FIG. 6 shows the purchase information 600 stored in the information storage unit 202 in a table format. The purchase information 600 includes face image information, credit card number, date / time information, store information, product information, and amount information. The purchase information is stored in association with the face image information.

  The credit card number is the card number of the credit card used for the settlement of the product. The product information is information indicating the type of purchased product. The amount information is a payment amount to be paid in the settlement.

  Note that the customer information server 140 may transmit purchase information of a specific customer 190 included in the purchase information 600 to the store-side server 120a. For example, the store-side server 120 may request the purchase information from the customer information server 140 by transmitting the face image extracted from the captured image of the camera system 22 to the customer information server 140. When the customer information server 140 is requested for purchase information, the customer information server 140 may transmit information stored in the purchase information 600 in association with a face image that matches the received face image to the store-side server 120.

  The store-side server 120 may generate sales promotion information based on the received information and transmit it to the store clerk terminal 180. For example, the store-side server 120 may transmit and display information indicating a product related to the product purchased by the customer 190 to the salesclerk terminal 180 as sales promotion information. Thereby, the store clerk 188 can recommend the product to the customer 190 with reference to the product displayed on the store clerk terminal 180.

  In the above description, at least a part of the processing described as the operation of the customer information server 140 can be realized by controlling each hardware (for example, hard disk, memory, etc.) included in the computer by the processor according to the program. As described above, at least a part of the processing of the customer information server 140 is performed by the processor operating according to the program to control each hardware, so that each hardware including the processor, the hard disk, the memory, and the like cooperates with the program. It can be realized by operating. That is, the processing of the customer information server 140 can be realized by a so-called computer. The computer may read a program that controls execution of the above-described process, operate according to the read program, and execute the process. The computer can read the program from a computer-readable recording medium storing the program. The program may be supplied to a computer through a communication line, and the computer may read the program supplied through the communication line. Similarly, the processing of the store-side server 120 can be realized by a so-called computer.

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

  The execution order of each process such as operation, procedure, step, and stage in the apparatus, system, program, and method shown in the claims, the description, and the drawings is particularly “before” or “prior to”. It should be noted that the output can be realized in any order unless the output of the previous process is used in the subsequent process. Regarding the operation flow in the claims, the specification, and the drawings, even if it is described using “first”, “next”, etc. for the sake of convenience, it means that it is essential to carry out in this order. It is not a thing.

10 Customer Information System 20 Store 21, 22, 23 Camera System
120 store side server 130 electronic signboard 140 customer information server 150 credit card information server 160 communication line 170 customer terminal 180 clerk terminal 182 accounting terminal 188 clerk 190 customer 200 information acquisition unit 202 information storage unit 204 situation information extraction unit 206 situation comparison unit 208 Storage control unit 210 Information providing unit 220 Information receiving unit 230 Information transmitting unit 240 Situation specifying unit 242 Focused product specifying unit 244 Purchased product specifying unit 250 Face image extracting unit 252 Operation specifying unit 254 Imaging unit 260 Customer information transmitting unit 400 Situation information 500 Shared information 600 Purchasing information

Claims (10)

A status acquisition unit that acquires information indicating the status of the customer specified from the customer image captured by the first imaging device provided in the first store;
A situation information storage unit that stores information indicating a first situation, which is a situation of the customer when the customer did not purchase a product at the first store, in association with information for identifying the customer;
The first status indicated by the information stored in the status information storage unit in association with the customer indicates the current status of the customer identified from the customer image captured in the store where the customer is visiting. A customer information system comprising: a customer information providing unit that provides information about the customer to a store visited by the customer when the situation is similar. The status information storage unit stores information indicating a second status, which is the status of the customer when the customer purchases a product at the first store, in association with information for identifying the customer,
The said customer information provision part provides the information which shows the said 2nd condition to the store which the said customer visits, when the present condition of the said customer is similar to the said 1st condition. Customer information system. The customer information providing unit is a store where the customer visits the information indicating the first situation and the information indicating the second situation when the current situation of the customer is similar to the first situation. The customer information system according to claim 2, which is provided. The information indicating the status of the customer includes information indicating the customer's facial expression, information indicating whether or not the customer has a companion, information indicating the operation of the customer, and information on the product viewed by the customer The customer information system according to any one of claims 1 to 3, comprising at least one piece of information. The situation acquisition unit acquires a face image extracted from the customer image captured by the first imaging device and information indicating the customer situation,
The situation information storage unit stores information indicating the first situation in association with the customer's face image,
The customer information system includes:
Information indicating the first situation stored in the situation information storage unit by acquiring a newly captured customer face image and associating with the newly captured customer face image. The customer information system according to any one of claims 1 to 4, further comprising a situation information extraction unit that extracts the information. The customer information system includes:
The situation acquisition unit;
The situation information storage unit;
A server having the situation information extraction unit;
A first face image extraction unit for extracting the customer's face image from the customer's image captured by the first imaging device;
Analyzing a customer image captured by the first imaging device, and identifying a customer situation, a first situation identifying unit;
1st shop side device which has the 1st customer situation information transmitting part which transmits the information which shows the customer's situation which said face image extracted by said face image extraction part and said 1st situation specific part specified to said server The customer information system according to claim 5, further comprising: Second face image extraction for extracting a newly captured customer face image from a customer image newly captured by a second imaging device provided in a second store different from the first store And
Analyzing the customer image captured by the second imaging device and identifying the customer situation; a second situation identifying unit;
A second store side device having a face image extracted by the second face image extraction unit and a second customer situation information transmission unit that transmits information indicating the customer situation identified by the second situation identification unit to the server Further comprising
The customer information providing unit, when the information indicating the customer status received from the second customer status information transmitting unit is similar to the information indicating the first status extracted by the status information extracting unit, The customer information system according to claim 6, wherein information related to the customer is transmitted to the second store side device. Analyzing a customer image captured by the first imaging device, further comprising a focused product specifying unit that identifies a focused product that is a product focused by the customer;
When the customer does not purchase the product of interest at the first store, the status information storage unit displays the status of the customer identified from the customer image captured at the sales location of the product of interest. The customer information system according to any one of claims 1 to 7, wherein information to be stored is stored as information indicating the first situation. A purchase product identification unit for identifying the product purchased by the customer;
The said status information storage part stores the information which shows the said customer's condition specified from the said customer's image imaged in the sales place of the goods which the said customer purchased as information which shows the said 2nd situation. Or the customer information system of 3.   The program for functioning a computer as a customer information system of any one of Claim 1 to 9.

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