JP2019067189A - Order management system, order management device, and program - Google Patents

Abstract

To provide an order management system, an order management device, and a program that change a display content in accordance with an attribute of a user on a reception screen for turn waiting and improve a usage rate.SOLUTION: An order management system, which manages turn waiting of a turn waiting group in a facility, includes: a reception terminal that accepts turn waiting registration in the facility; and an order management server that receives information on the turn waiting registration from the reception terminal and manages information on the turn waiting group in the facility. The order management server includes: an attribute information determination unit that acquires information on a user who performs the turn waiting registration from the reception terminal and estimates attribute information of the user on the basis of the acquired information; a reception screen generation unit that generates a reception screen to be displayed on the reception terminal on the basis of the attribute information; and a turn waiting state management unit that manages information on the turn waiting registration registered via the reception screen.SELECTED DRAWING: Figure 3

Description

  The present invention relates to an order management system, an order management apparatus, and a program.

  In the past, various order management systems have been employed in restaurants, stores, hospitals, banks, government offices, etc. in order to manage the waiting of customers waiting for their services.

  For example, Patent Literature 1 describes a reservation management system which provides reservation management services simultaneously to a plurality of facilities which can be queued, and the user is busy in the facilities from the Web, telephone, or a storefront terminal. It states that it is possible to check the situation and apply for waiting reservations. In addition, it is described that notification will be given by phone or email when the turn of guidance approaches.

JP 2005-50002 A

  In the conventional order management system, on the screen where the user registers the queue, the same setting screen is presented to all the users, and the display contents are changed according to the user's attributes (age and gender) There was no way to improve the rate (reception rate, guidance rate).

  The present invention has been made in view of the above-described circumstances, and it is an object of the present invention to improve the utilization rate by changing the display content according to the attribute of the user on the reception screen waiting for the turn.

An order management system according to an embodiment of the present invention is an order management system that manages the order waiting of a waiting group in a facility,
A reception terminal for receiving registration of waiting for the turn at the facility;
And an order management server that receives information on registration of the waiting for the turn from the reception terminal and manages information on the waiting set of the facility,
The order management server is
An attribute information determination unit configured to acquire information on a user who is performing queued registration from the reception terminal and estimate attribute information of the user based on the acquired information;
A reception screen generation unit that generates a reception screen to be displayed on the reception terminal based on the attribute information;
And a queue status management unit that manages queue registration information registered via the reception screen.

  Further, the reception screen generation unit may generate the reception screen based on a pattern for improving the utilization rate of the facility according to the attribute information acquired by machine learning, using artificial intelligence. .

  Further, the attribute information determination unit acquires an image of the user from the reception terminal as the information on the user, analyzes the acquired image, and selects at least one of the age and the gender of the user. It may be estimated.

  Further, the attribute information determination unit may acquire information read by the reception terminal from the IC card of the user as the information on the user, and estimate the attribute information of the user based on the acquired information. You may

  Also, the device is provided with an order waiting information provision unit that provides the reception terminal with information on the order waiting conditions of the corresponding waiting group when receiving an inquiry about the order waiting conditions from the reception terminal, and the order waiting information provision unit The auxiliary information according to the attribute information may be provided along with the waiting status.

  According to the present invention, it is possible to improve the utilization rate by changing the display content in accordance with the attribute of the user on the reception screen waiting for the turn.

FIG. 1 shows a schematic configuration of an order management system 1000 according to an embodiment of the present invention. FIG. 2 is a block diagram showing the main configuration of an order management terminal 200. 10 is a flowchart of an acceptance registration process of order waiting in the order management system 1000 according to the embodiment of the present invention. The figure which illustrates the reception screen displayed on order management terminal 200 concerning an embodiment of the present invention. The flowchart of a process when the inquiry of the waiting condition in the order management system 1000 which concerns on embodiment of this invention is received. The figure which illustrates the waiting information provision screen displayed on the order management terminal 200 which concerns on embodiment of this invention.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In addition, the same code | symbol is attached | subjected to the same element and the overlapping description is abbreviate | omitted.

  In the present embodiment, an example of queue management in restaurant A will be described, but in addition, queue of facility users such as amusement facilities, shopping malls, department stores, hospitals, government offices, repair shops, banks, travel agencies, etc. It can be applied to any facility that manages.

  FIG. 1 is a diagram showing a schematic configuration of an order management system 1000 according to the present embodiment. As shown in FIG. 1, the order management system 1000 includes an order management server (order management apparatus) 100 installed in a management center or the like, and an order management terminal (reception terminal) installed near the entrance of a store (facilities) 200 includes a user terminal (reception terminal) 300 owned by a user visiting a store. The order management server 100 is connected to the order management terminal 200 and the user terminal 300 via the communication network N.

  The order management server 100 manages, for each facility, an order waiting registered through the order management terminal 200 and the user terminal 300. Although only the order management terminal 200 of one facility is illustrated in the example of FIG. 1, the order management server 100 is actually connected to the order management terminal 200 installed in a plurality of facilities by a communication network, It manages waiting for each facility. The order management server 100 is configured by a general-purpose computer, and realizes a server function by operating a predetermined server program in the computer. The computer configuring the order management server 100 does not necessarily have to be one, and may be configured from a plurality of computers distributed on the communication network N.

  The order management server 100 includes a management database 110 for managing the order management terminal 200 for each facility, a processor (attribute information determination unit, reception screen generation unit, order waiting status management unit, order waiting information provision unit) 120, Is equipped. The management database 110 includes a client management table TA1 and a status management table TA2.

  In the client management table TA1, a unique ID and a pass code (account) assigned to the order management terminal 200 are registered for each facility. For example, as a record of "restaurant A", "ID: A1 ...", "pass code: AA2 ..." and the like are set. These pieces of information are set by, for example, a manager (for example, the owner of the facility) who manages waiting for the turn at each facility when the system is introduced. In the case where a plurality of order management terminals 200 are used in one facility, the same ID and pass code may be used, but for example, a plurality of IDs and passwords may be used properly in accordance with predetermined conditions. .

  In the status management table TA2, a waiting list for each facility is registered. The waiting list includes a list of people (waiting groups) waiting for a turn and information (status information) indicating the waiting status of each waiting set. In 1 record of the waiting list, reception number "1", reception time "13:03", waiting item "table seat", number of people "5", attribute information "30s / female", status "calling" etc. Information is included. In addition, information such as name, contact e-mail address, and telephone number can be included.

  In the status, “waiting”, which is the status before the arrival of the turn, “ringing”, which indicates that the turn has arrived, and a state in which the person who came to the turn is actually guided to the seat etc. And “cancelled” which is in the state of canceling the waiting for the order. The administrator of each facility appropriately sets which item is to be set as the status, and can be changed.

  The wait item is information on a reception item that can be selected at the time of registration for reception, and in the case of restaurant A, the user can select the type of seat as the wait item. Here, "table seat", "counter seat", "terrace seat", and "private room" are set as seat types.

  The attribute is determined based on the information on the user at the time of reception registration, as described later. Here, attribute information includes age and gender. As the age, “10s”, “20s”,... “80s” and “90 years and over” are set, and “male” or “female” is set as the gender.

  The information to be included in the waiting list is appropriately set by the administrator of each facility, and can be changed. The contents of the record of the waiting list are updated based on new registration information in the waiting list transmitted from the order management terminal 200 or the user terminal 300 or update information of the status (details will be described later).

  The processor 120 is composed of an arithmetic logic operation unit (such as a CPU) that processes arithmetic operations, logic operations, bit operations and the like, and various registers, and executes order management by executing various programs stored in storage means such as a ROM. It centrally controls each part of the server 100. The processor 120 also executes a computer program (order management application) for managing the waiting of the order in cooperation with the order management terminal 200 and the user terminal 300.

  The communication network N includes a communication network capable of mutually transmitting and receiving information between the order management server 100 and the order management terminal 200 and the user terminal 300. The communication network N may be, for example, the Internet, a LAN, a dedicated line, a telephone line, an in-house network, a mobile communication network, Bluetooth (registered trademark), WiFi (Wireless Fidelity), any other communication line, or a combination thereof. It may be either wired or wireless.

  The order management terminal 200 can transmit and receive data to and from the order management server 100 via the communication network N, such as a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, a personal digital assistant (PDA), etc. Terminal devices can be used. A plurality of order management terminals 200 can be used in one facility.

  FIG. 2 is a block diagram showing the main configuration of order management terminal 200. As shown in FIG. The order management terminal 200 includes a processor 210, an input device 215, a display device 216, a communication interface 220, a storage resource 230, and a camera 240. The order management terminal 200 receives an input such as registration or update on the waiting list by the facility user or employee directly operating the input device 215 such as a touch panel. For example, an employee of the facility performs an input for registering a new queue on the queue list or an input for updating the status registered in the queue list.

  The processor 210 is composed of an arithmetic logic operation unit (such as a CPU) that processes arithmetic operations, logical operations, bit operations, and the like, and various registers, and executes various programs stored in the storage resource 230 to manage the order management terminal 200. Centrally control each part of The various registers are, for example, a program counter, a data register, an instruction register, a general purpose register, and the like.

  The input device 215 includes various operation buttons and a touch panel 215a for receiving an input such as acceptance to the queue list or deletion from the queue list.

  The display device 216 is a device for displaying an order waiting list, an acceptance screen, and a status management screen, and is configured of, for example, a liquid crystal display.

  The communication interface 220 is a hardware module for connecting to the communication network N and communicating with other devices via the communication network N. The communication interface 220 is, for example, a modulation and demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, and a soft modem.

  The storage resource 230 is, for example, a logical device provided by a storage area of a physical device. The physical device is, for example, a computer readable recording medium such as a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage resource 230 may be constructed by mapping a plurality of physical devices to one logical device, or may be constructed by mapping one physical device to a plurality of logical devices.

  The storage resource 230 stores an operating system program, a driver program, various data, and the like. Examples of the driver program include a communication interface driver program for controlling the communication interface 220. In addition to these various programs and various data, the storage resource 230 is a computer program (order management application for managing order waiting in cooperation with the order management server 100 and the user terminal 300) by being executed by the processor 210. ) AP1 is stored.

  The camera 240 automatically captures the face image of the user standing in front of the order management terminal 200, and transmits face image data to the order management server 100.

  The user terminal 300 is a terminal owned by a user of a facility, such as a smartphone, a mobile phone, a tablet terminal, a personal computer (PC), a notebook PC, and a wearable device. The user terminal 300 includes a processor 310, an input device 320 such as various operation buttons and a touch panel, a display device 330 such as a liquid crystal display, a communication interface 340 for connecting to the communication network N, a disk drive or semiconductor memory (ROM, RAM, etc.) And other storage resources 350. The storage resource 350 stores, in addition to the various programs and various data, a computer program (dedicated application) for managing waiting for the order in cooperation with the order management server 100. The user can register waiting for each facility or confirm the waiting status via a dedicated application or a web browser installed in the user terminal 300.

(Registration of waiting for order)
The acceptance registration process of the order waiting by the order management server 100 will be described using the sequence diagram of FIG. The case where the user who visited the facility (here, the restaurant A) operates the order management terminal 200 installed in the facility and performs reception registration will be described as an example.

  On the display device 216 of the order management terminal 200, a list of the reception number of the person waiting for the order and the current status information, the number of waiting groups currently waiting for the order, and the like are displayed. These pieces of information are periodically acquired from the order management server 100. When a user who intends to register a queue is standing in front of the queue management terminal 200, the queue management terminal 200 sends the face image data (information about the user) of the user captured by the camera 240 to the queue management server 100. It transmits (step S101).

  The order management server 100 analyzes the received face image data and estimates the age and gender (attribute information) of the user (step S102). Specifically, for example, information of feature points (eyes, nose, mouth, etc.) is extracted from a face image, and age and gender are estimated using machine learning. The age may be classified into, for example, a group of teenagers, twenties, thirties, and so on. As for gender, the distinction between men and women is estimated.

  The order management server 100 generates a reception screen to be displayed on the order management terminal 200 based on the estimated attribute information (for example, “30's female”) (step S103). On the reception screen, reception items (wait items) and wait states (waiting time etc.) for each reception item are displayed. The display content of the reception screen is automatically generated by artificial intelligence (AI). The AI generates display content in accordance with an attribute-based optimal pattern acquired by, for example, machine learning. The optimal pattern is, for example, a pattern for improving the utilization rate of a facility (reception acceptance rate, rate to actual guidance, etc.). Specifically, according to the attribute of the user, the arrangement order of the reception items, the expression of the waiting condition, etc. are determined.

  For example, the reception items may be arranged in the descending order of the selection rate for each attribute. In addition, regarding the waiting situation, from a plurality of expressions ("I can guide you in 10 minutes", "the current waiting time is 10 minutes", etc.), the acceptance closing rate (actually the acceptance registration is performed for each attribute An expression having a high probability) may be selected and displayed.

  The order management server 100 displays the generated reception screen on the display device 216 of the order management terminal 200 (step S104). FIG. 4 is a view exemplifying a reception screen displayed on the order management terminal 200. As shown in FIG. Here, in the case of the attribute “30's / female”, it is assumed that the analysis result shows that the selection probability is high in the order of “terrace seat”, “table seat”, “counter seat”, and “private room”. Do. For this reason, as shown in FIG. 4, the selection buttons of the reception item are displayed in the order of the highest selection rate. In addition, as for the expression of the waiting situation, an expression with a higher acceptance closing rate (for example, “I can guide you in 10 minutes”) is selected.

  The user performs the selection operation of the reception item on the displayed reception screen, and the other necessary information (the number of users, the presence or absence of a call (telephone or e-mail)), the telephone number or e-mail address of the contact person at the call Etc.) (step S105: YES), the order management terminal 200 displays a reception completion screen (step S106). On the reception completion screen, a reception number (waiting number), an estimated waiting time at the present time, and the like are displayed. In addition, a message prompting to receive the turn ticket is displayed, and the user can receive the turn ticket to be printed from the printer connected to the turn management terminal 200.

  The two-dimensional code associated with the reception number is printed on the turn ticket. The user reads the two-dimensional code printed on the order ticket using his / her user terminal 300, and the display device of the user terminal 300 displays the user's current waiting status (the number of waiting groups in the current Waiting time etc. is displayed. In addition, the user enters a telephone number or an e-mail address according to a guidance displayed by reading a two-dimensional code, thereby receiving a message by telephone or mail when the order comes, or the order is approaching. When you can receive a remind message.

  The determined new registration information is transmitted from the order management terminal 200 to the order management server 100 via the communication network N (step S107). When the order management server 100 receives new registration information from a certain facility, it performs a process of newly adding a pair of waiting orders to the waiting list of the facility based on the received new registration information, and the status management table TA2 It updates (step S108). Further, the attribute information of the queue group is also registered in the queue list.

  The user can also perform reception registration from his / her user terminal 300. In this case, a facility (restaurant A) that the user terminal 300 wants to use is selected via a dedicated application or a website, and a reception screen for the facility is displayed. After that, the same procedure as in the case of registration using the order management terminal 200 can be performed. If the user terminal 300 is used, reception registration can be performed remotely from a home, a place to go out, etc. before actually going to the facility.

(Updating the waiting list)
The contents of each record in the queue list for each facility are updated when the employee of the facility performs operations such as “cancel”, “change”, “call”, and “guidance” using the queue management terminal 200. Ru. "Cancel" means to cancel the queue, and "change" means to change the content of the queue once it has been input. Also, "calling" means that the set whose order has arrived is verbally called or notified by telephone or call mail, and "information" actually corresponds to the set whose order has come. Means that it has started.

  The employee selects an update target queue from the queue list displayed on the queue management terminal 200, and selects one of "call", "cancel", and "change" for the selected queue group. Perform an update operation. Information specifying the queue to be updated (for example, the reception number "1") and information for the update operation (for example, "call") are uploaded from the order management terminal 200 to the order management server 100 via the communication network N. . The order management server 100 updates the order waiting list of the facility based on the received information. For example, when the “call” operation is performed on the reception number “1”, the status of the waiting group of the reception number “1” is updated to “calling”.

(Inquiry about the waiting situation)
Next, a process when an inquiry about the waiting condition is received from the user terminal 300 of the user waiting for the turn will be described using the sequence diagram of FIG.

  When the user reads the two-dimensional code printed on the order ticket by the user terminal 300, the information of the reception number of the user is transmitted to the order management server 100 (step S201).

  The order management server 100 refers to the record of the waiting list corresponding to the received reception number, and acquires attribute information (step S202).

  The order management server 100 generates an order waiting information provision screen based on the acquired attribute information (step S203). On the waiting-for-order information provision screen, attached information according to the attribute information is displayed in addition to the waiting-for-the-order status (the current number of waiting groups, expected waiting time, etc.). The content of the attached information is automatically generated by artificial intelligence (AI). The AI generates display content in accordance with an attribute-based optimal pattern acquired by, for example, machine learning. Specifically, depending on the attribute of the user, presentation of e-mail magazine information with a high probability of obtaining reception permission, provision of a coupon with a high usage rate, or the like may be performed.

  The order management server 100 displays the generated order waiting information provision screen on the display device 330 of the user terminal 300 (step S204). FIG. 6 is a view exemplifying an order waiting information provision screen displayed on the order management terminal 200. As shown in FIG. Here, e-mail magazines (e-mail magazine A, e-mail magazine B) with a high acquisition rate of reception permission are introduced in the case of the attribute "30's / female" along with the waiting status (current number of waiting groups, expected waiting time) ing. In addition, coupons with high usage rates (XXXX, YYYY, ZZZZ) are provided.

  As described above, according to the present embodiment, when performing registration for waiting, the order management server 100 acquires information about the user from the reception terminal, and the attribute information of the user determined based on the acquired information The reception screen was generated based on. As a result, in the reception screen waiting for the turn, the display content can be changed according to the attribute of the user, and the usage rate can be improved.

  Further, since the reception screen is generated based on the pattern acquired by machine learning to improve the facility utilization rate according to the attribute information, it is possible to generate a screen optimal for improving the utilization rate.

  In addition, since the order management server 100 estimates the age and gender (attribute information) of the user by analyzing the face image of the user acquired from the reception terminal, the user information can be easily acquired. In addition, highly reliable attribute information can be estimated.

  In addition, when the order management server 100 receives an inquiry about the waiting situation from the user who has registered the waiting order, the order management server 100 also receives an e-mail magazine or the like corresponding to the registered attribute information along with the waiting situation of the corresponding waiting group. Added coupon information. As a result, it is possible to increase the possibility of having the user use the facility again, and to improve the acquisition rate of the user's mail permission.

  In the above embodiment, the order management server 100 estimates the attribute information of the user using the face image of the user acquired from the order management terminal 200. However, the order management server 100 estimates attribute information. Information is not limited to face images. For example, the IC (Integrated Circuit) card reader (not shown) provided in the order management terminal 200 reads information (such as date of birth, gender, etc.) of the user's IC card embedded in FeliCa (registered trademark), etc. Attributes such as age and gender may be estimated from the read information. Further, for example, information on a residence area and a past visit history may be acquired, and an optimal reception screen may be generated according to the residence area and the visit pattern.

  In addition, when the user performs reception registration using the user terminal 300, the information held in the user terminal 300 is acquired, and from the acquired information (date of birth, sex, residence, etc.), the age, Attributes such as gender and living area may be estimated.

  The present invention is not limited to the embodiments described above, and can be implemented in other various forms without departing from the scope of the present invention. For this reason, the said embodiment is only a mere illustration in all the points, and is not interpreted restrictively. For example, the processing steps described above can be arbitrarily changed in order or performed in parallel as long as no contradiction occurs in the processing content.

1000 ... order management system 100 ... order management server 110 ... management database 120 ... processor 200 ... order management terminal 210 ... processor 215 ... input device 215a ... touch panel 216 ... display device 220 ... communication interface 230 ... storage resource 240 ... camera 300 ... user Terminal 310 ... Processor 320 ... Input device 330 ... Display device 340 ... Communication interface 350 ... Memory resource TA1 ... Client management table TA2 ... Status management table N ... Communication network AP1 ... Order management application

Claims (7)

An order management system that manages the waiting of the waiting group in the facility,
A reception terminal for receiving registration of waiting for the turn at the facility;
And an order management server that receives information on registration of the waiting for the turn from the reception terminal and manages information on the waiting set of the facility,
The order management server is
An attribute information determination unit configured to acquire information on a user who is performing queued registration from the reception terminal and estimate attribute information of the user based on the acquired information;
A reception screen generation unit that generates a reception screen to be displayed on the reception terminal based on the attribute information;
An order management system, comprising: an order waiting status management unit configured to manage information on registration of order waiting registered via the reception screen. The reception screen generation unit
The order management system according to claim 1, wherein the reception screen is generated based on a pattern for improving the utilization rate of the facility according to the attribute information acquired by machine learning using artificial intelligence. The attribute information determination unit
The information according to claim 1 or 2, wherein an image of the user is acquired from the reception terminal as the information on the user, and the acquired image is analyzed to estimate at least one of the age and sex of the user. Order management system. The attribute information determination unit
The order management according to claim 1 or 2, wherein the reception terminal acquires the information read from the IC card of the user as the information on the user, and estimates the attribute information of the user based on the acquired information. system. The reception terminal is provided with an order waiting information providing unit that provides the reception terminal with information on the waiting state of the corresponding waiting group when the inquiry about the waiting state is received from the reception terminal,
The order management system according to any one of claims 1 to 4, wherein the order waiting information providing unit provides attached information according to the attribute information together with the order waiting status. It is an order management device that manages the waiting of the users in the facility,
An attribute information determination unit configured to acquire information on a user who is registered to be queued from the reception terminal that receives registration to be queued in the facility, and to estimate attribute information of the user based on the acquired information;
A reception screen generation unit that generates a reception screen to be displayed on the reception terminal based on the attribute information;
An order management apparatus comprising: an order waiting status management unit configured to manage information on registration of order waiting registered via the reception screen. The computer that manages the waiting in the facility,
An attribute information determination unit configured to acquire information on a user who is registered to be queued from the reception terminal that receives registration to be queued in the facility, and to estimate attribute information of the user based on the acquired information;
A reception screen generation unit that generates a reception screen to be displayed on the reception terminal based on the attribute information;
A program that functions as a queue status management unit that manages queued registration information registered via the reception screen.