JP2020129231A5 - - Google Patents
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- JP2020129231A5 JP2020129231A5 JP2019021079A JP2019021079A JP2020129231A5 JP 2020129231 A5 JP2020129231 A5 JP 2020129231A5 JP 2019021079 A JP2019021079 A JP 2019021079A JP 2019021079 A JP2019021079 A JP 2019021079A JP 2020129231 A5 JP2020129231 A5 JP 2020129231A5
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- clerk
- customer service
- store
- determination
- customer
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- 238000004458 analytical method Methods 0.000 claims 19
- 238000000034 method Methods 0.000 claims 4
- 230000010365 information processing Effects 0.000 claims 2
- 238000012800 visualization Methods 0.000 claims 2
- 238000003384 imaging method Methods 0.000 claims 1
Claims (16)
前記プロセッサは、 The processor
少なくとも店舗内の人物を撮像した画像データから特定される人物の位置情報と、店員の所持物から特定される位置情報と、を取得し、 At least, the location information of the person specified from the image data obtained by capturing the person in the store and the location information specified from the belongings of the clerk are acquired.
店員の位置が、前記店舗内のエリアの一部として設定された判定変更エリアに含まれる場合、前記人物の位置情報、前記所持物の位置情報に基づいて算出される店員と顧客との接近時間および店員の近くに存在する顧客の人数から店員が接客を行ったか否かを判定することを特徴とする接客状況分析装置。 When the position of the clerk is included in the judgment change area set as a part of the area in the store, the approach time between the clerk and the customer calculated based on the position information of the person and the position information of the belongings. And a customer service situation analysis device characterized by determining whether or not a store clerk has served a customer from the number of customers existing near the store clerk.
前記プロセッサは、
店舗内の人物を撮像した画像データから取得した人物の位置情報、店員の所持物の位置情報、及び店舗内の音声を収音した音声データから取得した音声の位置情報を取得し、
前記人物の位置情報、前記所持物の位置情報、及び前記音声の位置情報に基づいて、店員が接客を行ったか否かを判定し、
前記判定の結果に基づいて、前記接客状況に関する情報を生成し、
前記判定を行う際に、前記店員の位置が、前記店舗内のエリアの一部として設定された判定変更エリアに含まれるか否かを判別し、前記店員の位置が前記判定変更エリアに含まれる場合、前記判定変更エリアに対して設定された判定基準を用いて前記判定を行うことを特徴とする接客状況分析装置。 It is a customer service status analysis device that analyzes the customer service status of a clerk for a customer in a store and executes a process of generating information on the customer service status by a processor.
The processor
The location information of the person acquired from the image data obtained by capturing the image of the person in the store, the location information of the belongings of the clerk, and the location information of the voice acquired from the voice data obtained by collecting the voice in the store are acquired.
Based on the location information of the person, the location information of the belongings, and the location information of the voice, it is determined whether or not the clerk has served the customer.
Based on the result of the determination, information on the customer service situation is generated.
When making the determination, it is determined whether or not the position of the clerk is included in the determination change area set as a part of the area in the store, and the position of the clerk is included in the determination change area. In this case, the customer service situation analysis device is characterized in that the determination is performed using the determination criteria set for the determination change area.
前記判定変更エリアをユーザが追加あるいは編集するための設定画面を表示することを特徴とする請求項２または請求項３に記載の接客状況分析装置。 The processor
The customer service status analysis device according to claim 2 , wherein a setting screen for adding or editing the determination change area is displayed.
前記音声に関する閾値として、前記店員の発話時間の閾値を用いることを特徴とする請求項３から請求項５のいずれかに記載の接客状況分析装置。 The processor
The customer service situation analysis device according to any one of claims 3 to 5 , wherein the threshold value of the utterance time of the clerk is used as the threshold value for the voice.
前記判定基準として、前記店員と前記顧客との接近時間の閾値を用いることを特徴とする請求項２から請求項６のいずれかに記載の接客状況分析装置。 The processor
The customer service situation analysis device according to any one of claims 2 to 6 , wherein a threshold value of the approach time between the store clerk and the customer is used as the determination criterion.
前記判定基準として、前記店員の近くに存在する前記顧客の人数の閾値を用いることを特徴とする請求項２から請求項７のいずれかに記載の接客状況分析装置。 The processor
The customer service situation analysis device according to any one of claims 2 to 7 , wherein a threshold value of the number of customers existing near the store clerk is used as the determination criterion.
前記判定基準として、前記店員と前記顧客との接近距離の閾値を用いることを特徴とする請求項２から請求項８のいずれかに記載の接客状況分析装置。 The processor
The customer service situation analysis device according to any one of claims 2 to 8 , wherein a threshold value of an approach distance between the store clerk and the customer is used as the determination criterion.
前記プロセッサは、前記判定を行う際に、前記店員の位置が前記判定変更エリアに含まれる場合、前記メモリに記憶された前記判定基準を読み出すことを特徴とする請求項２から請求項９のいずれかに記載の接客状況分析装置。 Further, a memory for storing the determination criterion generated in advance for the determination change area is provided.
Any of claims 2 to 9 , wherein the processor reads out the determination criterion stored in the memory when the position of the clerk is included in the determination change area when making the determination. Customer service situation analyzer described in Crab.
前記人物の位置情報および前記所持物の位置情報に基づいて、店員の位置情報および顧客の位置情報を取得することを特徴とする請求項２から請求項１０のいずれかに記載の接客状況分析装置。 The processor
The customer service situation analysis device according to any one of claims 2 to 10 , wherein the location information of a clerk and the location information of a customer are acquired based on the location information of the person and the location information of the belongings. ..
前記音声の位置情報および前記店員の位置情報に基づいて、店員が発話した位置を表す発話位置情報を取得することを特徴とする請求項１１に記載の接客状況分析装置。 The processor
The customer service situation analysis device according to claim 11 , wherein the utterance position information representing the position where the clerk has spoken is acquired based on the voice position information and the clerk's position information.
前記発話位置情報および前記顧客の位置情報に基づいて、前記店員が接客を行ったか否かを判定する請求項１２に記載の接客状況分析装置。 The processor
The customer service status analysis device according to claim 12 , wherein it is determined whether or not the store clerk has served a customer based on the utterance position information and the customer's position information.
店舗内の音声を収音する収音装置と、
店舗内の人物を撮像する撮像装置と、
店員が所持する携帯端末装置と、
１つまたは複数の情報処理装置と、
を備え、
前記１つまたは複数の情報処理装置は、
前記撮像装置から出力される画像データから取得した人物の位置情報、前記携帯端末装置の位置情報、及び前記収音装置から出力される音声の位置情報を取得し、
前記人物の位置情報、前記携帯端末装置の位置情報、及び前記音声の位置情報に基づいて、店員が接客を行ったか否かを判定し、
前記判定の結果に基づいて、前記接客状況に関する情報を生成し、
前記判定を行う際に、前記店員の位置が、前記店舗内のエリアの一部として設定された判定変更エリアに含まれるか否かを判別し、前記店員の位置が前記判定変更エリアに含まれる場合、前記判定変更エリアに対して設定された判定基準を用いて前記判定を行うことを特徴とする接客状況分析システム。 It is a customer service status analysis system that analyzes the customer service status of the clerk for the customer at the store and generates information on the customer service status.
A sound collecting device that collects the sound in the store,
An imaging device that captures images of people in the store,
The mobile terminal device owned by the clerk and
With one or more information processing devices,
Equipped with
The one or more information processing devices
The position information of the person acquired from the image data output from the image pickup device, the position information of the mobile terminal device, and the position information of the sound output from the sound collecting device are acquired.
Based on the location information of the person, the location information of the mobile terminal device, and the location information of the voice, it is determined whether or not the clerk has served the customer.
Based on the result of the determination, information on the customer service situation is generated.
When making the determination, it is determined whether or not the position of the clerk is included in the determination change area set as a part of the area in the store, and the position of the clerk is included in the determination change area. In this case, the customer service situation analysis system is characterized in that the determination is performed using the determination criteria set for the determination change area.
少なくとも店舗内の人物を撮像した画像データから特定される人物の位置情報と、店員の所持物から特定される位置情報と、を取得し、 At least, the location information of the person specified from the image data obtained by capturing the person in the store and the location information specified from the belongings of the clerk are acquired.
店員の位置が、前記店舗内のエリアの一部として設定された判定変更エリアに含まれる場合、前記人物の位置情報、前記所持物の位置情報に基づいて算出される店員と顧客との接近時間および店員の近くに存在する顧客の人数から店員が接客を行ったか否かを判定することを特徴とする接客状況分析方法。 When the position of the clerk is included in the judgment change area set as a part of the area in the store, the approach time between the clerk and the customer calculated based on the position information of the person and the position information of the belongings. And a customer service situation analysis method characterized by determining whether or not a store clerk has served a customer from the number of customers existing near the store clerk.
店舗内の人物を撮像した画像データから取得した人物の位置情報、店員の所持物の位置情報、及び店舗内の音声を収音した音声データから取得した音声の位置情報を取得し、
前記人物の位置情報、前記所持物の位置情報、及び前記音声の位置情報に基づいて、店員が接客を行ったか否かを判定し、
前記判定の結果に基づいて、前記接客状況に関する情報を生成し、
前記判定を行う際に、前記店員の位置が、前記店舗内のエリアの一部として設定された判定変更エリアに含まれるか否かを判別し、前記店員の位置が前記判定変更エリアに含まれる場合、前記判定変更エリアに対して設定された判定基準を用いて前記判定を行うことを特徴とする接客状況分析方法。 It is a customer service status analysis method that analyzes the customer service status of a clerk for a customer in a store and executes a process of generating information on the customer service status by a processor.
The location information of the person acquired from the image data obtained by capturing the image of the person in the store, the location information of the belongings of the clerk, and the location information of the voice acquired from the voice data obtained by collecting the voice in the store are acquired.
Based on the location information of the person, the location information of the belongings, and the location information of the voice, it is determined whether or not the clerk has served the customer.
Based on the result of the determination, information on the customer service situation is generated.
When making the determination, it is determined whether or not the position of the clerk is included in the determination change area set as a part of the area in the store, and the position of the clerk is included in the determination change area. In this case, a customer service situation analysis method, characterized in that the determination is performed using the determination criteria set for the determination change area.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP2019021079A JP7316580B2 (en) | 2019-02-07 | 2019-02-07 | Customer Service Situation Analysis Device, Customer Service Situation Analysis System, and Customer Service Situation Analysis Method |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP2019021079A JP7316580B2 (en) | 2019-02-07 | 2019-02-07 | Customer Service Situation Analysis Device, Customer Service Situation Analysis System, and Customer Service Situation Analysis Method |
Publications (3)
| Publication Number | Publication Date |
|---|---|
| JP2020129231A JP2020129231A (en) | 2020-08-27 |
| JP2020129231A5 true JP2020129231A5 (en) | 2022-01-28 |
| JP7316580B2 JP7316580B2 (en) | 2023-07-28 |
Family
ID=72174584
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| JP2019021079A Active JP7316580B2 (en) | 2019-02-07 | 2019-02-07 | Customer Service Situation Analysis Device, Customer Service Situation Analysis System, and Customer Service Situation Analysis Method |
Country Status (1)
| Country | Link |
|---|---|
| JP (1) | JP7316580B2 (en) |
Family Cites Families (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2006134212A (en) * | 2004-11-09 | 2006-05-25 | Fujitsu Ltd | Employee station program and system |
| JP6650677B2 (en) * | 2015-02-26 | 2020-02-19 | キヤノン株式会社 | Video processing apparatus, video processing method, and program |
| JP6300130B1 (en) * | 2017-01-24 | 2018-03-28 | パナソニックＩｐマネジメント株式会社 | Service situation analysis device and service situation analysis system |
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2019
- 2019-02-07 JP JP2019021079A patent/JP7316580B2/en active Active
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