JP2021056559A - Turn waiting system, turn waiting management method, and turn waiting program - Google Patents

Abstract

To provide a turn waiting system, a turn waiting management method, and a turn waiting program which suppress occurrence of a complaint from a user due to waiting time after a call notification to turn waiting.SOLUTION: In a turn waiting system 1, a turn waiting management device 2 which is connected to a user terminal utilized by a user and a facility terminal utilized by an employee in a facility via a network NW and accepts turn waiting from the user comprises: registration means to register turn waiting information showing the turn waiting of the user for the facility; notification means to perform a call notification indicating that a turn of the user to be guided is approaching and store a notification time and date showing a time and date obtained correspondingly to the call notification; management means to accept alternation in status about the registered turn waiting information for the facility from the facility terminal and store a guide time and date of the user until which the user waits for the turn; and transmission means to transmit a message to the user terminal if the notification time and date and the guide time and date satisfy a predetermined condition.SELECTED DRAWING: Figure 1

Description

The present invention relates to a waiting system for managing a waiting for a facility, a waiting management method, and a waiting program.

Traditionally, restaurants, mobile phone shops and other counter operations, barber / beauty salons, commercial facilities, hospitals, clinics, public facilities, game centers and amusement facilities that provide hands-on attractions, etc. In various facilities, a technique for managing a waiting list and / or a waiting list with a designated time (waiting for a future turn) is provided.

As a technique for resolving user dissatisfaction with waiting time at a facility, Patent Document 1 describes a technique that enables viewing of apology video, audio, characters, etc. corresponding to the length of waiting time. There is. Patent Document 2 describes a technique for automatically giving an explanation or an apology to a user whose time when the facility can be used is delayed. Patent Document 3 describes a technique for displaying a guidance such as an apology to a user who has decided not to wait based on the calculation result of the waiting time. Patent Document 4 describes a technique for displaying an apology message when the waiting time is over.

JP-A-2010-170503 Japanese Unexamined Patent Publication No. 2003-030508 Japanese Unexamined Patent Publication No. 08-329357 Japanese Unexamined Patent Publication No. 01-298495

A call notification is sent to the user who has applied for waiting in order to notify that the turn of guidance is approaching. By sending the call notification, the user can spend time in a free place until the guidance turn approaches.

On the other hand, the waiting time of the user waiting in line may increase according to the time for providing the product / service to another user previously guided. In addition, when the other user who was at the beginning of the waiting list is absent at the time of calling, another user in the following order is moved up and guided, or when another user who was absent at the time of calling appears later. In addition, it is often treated as a priority order. Due to the occurrence of such irregular calls / guidance, the waiting time of the user who waits for his / her turn as a successor may be further increased.

The user who receives the call notification visits the facility thinking that his / her turn is close, but due to the above circumstances, the user who arrives at the facility may be kept waiting significantly. Therefore, a user who receives a call notification and is urged to visit the facility feels dissatisfied when he / she waits longer than expected by the user after arriving at the facility and before being guided. There was a problem.

The present invention has been made in view of the above circumstances, and provides a new waiting system for suppressing the occurrence of dissatisfaction from users due to the waiting time after the call notification of waiting. It is an issue to be solved.

In order to solve the above problems, the present invention is configured to be able to communicate with a user terminal used by a user and a facility terminal used by an employee of a facility, and waits in order to accept a waiting list from the user. It ’s a system,
A registration means for registering waiting information indicating that the user is waiting for the facility, and
A notification means for performing a call notification indicating that the user's guidance turn is approaching and storing a notification date and time indicating a date and time obtained in response to the call notification.
Regarding the registered waiting information for the facility, a management means for accepting a status change from the facility terminal and storing the guidance date and time of the user who was waiting for the turn, and
When the notification date and time and the guidance date and time satisfy a predetermined condition, a transmission means for transmitting a message to the user terminal is provided.

Further, the present invention is a waiting management method by a waiting system that is configured to be able to communicate with a user terminal used by a user and a facility terminal used by a facility employee and accepts a waiting from the user. And
A registration step for registering waiting information indicating that the user is waiting for the facility, and
A notification step for performing a call notification indicating that the user's guidance turn is approaching and storing a notification date and time indicating a date and time obtained in response to the call notification, and a notification step.
A management step that accepts a change in the status of the registered waiting information for the facility from the facility terminal and stores the guidance date and time of the user who has been waiting.
When the notification date and time and the guidance date and time satisfy a predetermined condition, a transmission step of transmitting a message to the user terminal is provided.

Further, the present invention is a turn-waiting program that is configured to be able to communicate with a user terminal used by a user and a facility terminal used by a facility employee and accepts a turn-by from the user, and is a computer. ,
A registration means for registering waiting information indicating that the user is waiting for the facility, and
A notification means for performing a call notification indicating that the user's guidance turn is approaching and storing a notification date and time indicating a date and time obtained in response to the call notification.
A management means that accepts a change in the status of the registered waiting information for the facility from the facility terminal and stores the guidance date and time of the user who has been waiting.
When the notification date and time and the guidance date and time satisfy a predetermined condition, the message is made to function as a transmission means for transmitting a message to the user terminal.

Further, in a preferred embodiment of the present invention, the transmitting means determines that the condition is satisfied when a predetermined time has elapsed from the notification date and time to the guidance date and time.

With such a configuration, a message is sent to a user who has passed a predetermined time or more before the guidance despite the call notification, and the user is dissatisfied. It can be suppressed.

In a preferred embodiment of the present invention, when the notification date and time and / or the guidance date and time is before a predetermined time, the transmission means transmits the message on the same day, and the notification date and time and / or the guidance date and time is a predetermined time. In the following cases, the message will be sent the next day.
With such a configuration, it is possible to refrain from sending a message at a timing when the user may feel unpleasant, such as in the middle of the night, and to suppress the occurrence of dissatisfaction from the user.

In a preferred embodiment of the present invention, when the call notification is made a plurality of times, the transmission means transmits the message using the notification date and time stored based on the last call notification.

Further, in a preferred embodiment of the present invention, the notification means stores a response from the user to the call notification.
When the call notification is performed a plurality of times, the transmission means determines the notification date and time to be used for determination to transmit the message based on the response.
With such a configuration, it is possible to determine whether or not to send a message, taking into account the actual time from when the user recognizes that the call notification has been received until when the user is guided. ..

In a preferred embodiment of the present invention, messages are associated and stored in advance for each sending subject of the message.
The transmission means transmits the message in advance according to the transmission subject designated for each facility.
The transmitting entity is, for example, a provider (operating company) that provides a waiting system, each facility that uses the waiting system, or a management body of the facility. With such a configuration, not only the company that provides the waiting system but also individual facilities and the management body of the facility can send a message. Therefore, not only the dissatisfaction of the user with the waiting system can be suppressed, but also the dissatisfaction of the user with the brand of the facility can be suppressed.

In a preferred embodiment of the present invention, the privilege is stored in association with the message in advance.
The privilege giving means for giving the privilege corresponding to the message transmitted by the transmitting means to the user is further provided.
With such a configuration, it is possible to give a privilege to the user who received the message, and it is possible to suppress the occurrence of dissatisfaction from the user.

In a preferred embodiment of the present invention, a plurality of types of benefits are stored in association with the message.
The privilege granting means is granted to the user based on at least one of the length from the notification date and time to the guidance date and time and the transmission history of the past message to the user who sends the message. Determine the benefits you want to do.
With such a configuration, the privilege given to the user can be different based on the time waited by the user from the call notification to the guidance and the transmission history of the past message. It is possible to respond according to the magnitude of dissatisfaction.

According to the present invention, it is possible to provide a new waiting system that suppresses the occurrence of dissatisfaction from users due to the waiting time after the call notification of waiting.

It is a system block diagram of the turn waiting system which concerns on embodiment of this invention. It is a hardware block diagram of the terminal apparatus and the waiting management apparatus which concerns on embodiment of this invention. This is a screen display example of the reception screen according to the embodiment of the present invention. It is a flowchart at the time of registering the waiting information which concerns on embodiment of this invention. It is a figure which shows an example of the turn waiting information which concerns on embodiment of this invention. This is a screen display example of the management screen according to the embodiment of the present invention. It is a flowchart about the first call notification which concerns on embodiment of this invention. It is a figure which shows an example of the transmission target table which concerns on embodiment of this invention. It is a flowchart about transmission of the message which concerns on embodiment of this invention.

Hereinafter, a waiting system according to the present invention will be described with reference to the drawings. The embodiments shown below are examples of the present invention, and the present invention is not limited to the following embodiments, and various configurations can be adopted.

For example, in the present embodiment, the configuration, operation, and the like of the waiting system will be described, but a management method, an information processing apparatus, a computer program, a recording medium, and the like having the same configuration can also exert the same effects. Further, the program may be stored in a recording medium. Using this recording medium, for example, the program can be installed on a computer. Here, the recording medium in which the program is stored may be a non-transient recording medium such as a CD-ROM.

The present invention relates to restaurants, mobile phone shops, and other stores that operate as counters, barbers / beauty salons, commercial facilities, hospitals, clinics, public facilities, game centers, amusement facilities that provide hands-on attractions, and the like. It is possible to use it when accepting a waiting list from a user in various facilities of the above, and there is no particular limitation on the form of the facility or service to be used.

Further, in the present embodiment, the waiting list refers to a method of accepting applications so as to line up at the end of the queue and managing the ranking of users without forming an actual queue. Queuing with time designation (future queue waiting) refers to a form of queue waiting in which an application is made with a designated time or date and time and a priority order in the queue is secured at the designated time or date and time. ..

With reference to FIG. 1 showing the system configuration in the present embodiment, the waiting system is embodied as the waiting system 1.

The waiting system 1 is a waiting management device 2, a reception terminal 30 installed in the facility 20 and used for waiting waiting at the facility, and a facility terminal 40 that manages waiting information at the facility. A user terminal 50 owned by the user and an auto call server 9 for performing an auto call (outbound IVR) are provided.

The turn-waiting management device 2 cooperates with the reception terminal 30, the facility terminal 40, the user terminal 50, and the auto call server 9 via the communication network NW. The waiting system 1 may manage waiting in one or more facilities 20. There is no limit to the number of reception terminals 30 and facility terminals 40 used in one facility 20. Further, the reception terminal 30 may also serve as the facility terminal 40.

The communication network NW is composed of an IP (Internet Protocol) network such as the Internet. In the following description, the intervention of the communication network NW will be omitted unless it becomes unclear.

In the present embodiment, the user who visits the facility 20 seeks the instruction of the employee and confirms the necessity of the waiting application at the reception terminal 30. A user who can guide without waiting in line receives products and services at facility 20 without applying for waiting in line. When waiting in line is required, the reception terminal 30 is operated to apply for waiting in line. When waiting in line is required, the number of users who wish to receive products and services at the facility exceeds the resources of the facility, or there are other users who are waiting in line. Is. In addition, regardless of the presence or absence of other users waiting in line, reception may be performed at the reception terminal 30 at any time.

The user can also access the website for waiting in line via the user terminal 50 and wait in line. The user registers the member information associated with the contact information in advance on the website, and waits for the turn after the login process. The member information shall be associated with a member ID, password, member name, one or more contact information for identifying the member, and the number of points held. Further, in the present embodiment, information indicating the number of times a message has been transmitted by the transmission means described later is recorded as a message transmission history in association with each member information. In addition, for example, a waiting application may be configured to be possible via another terminal device such as a kiosk terminal or digital signage capable of two-way communication via the waiting management device 2 and the communication network NW.

More specifically, each terminal device (reception terminal 30, facility terminal 40, user terminal 50) in the waiting system 1 includes hardware and functional components as illustrated in FIG. 2A. There is. Each terminal device (reception terminal 30, facility terminal 40, user terminal 50) has a computing device (CPU (Central Processing Unit)) 11 as hardware components and a main storage device (RAM (Random)) as work memory. Access Memory)) 12 is provided.

Each terminal device includes an auxiliary storage device 13 such as an HDD, SSD, and flash memory that rewritably stores an OS (Operating System), an application program, and various information (including data), a communication control unit 14, and a NIC ( A communication interface (IF) unit 15 such as a Network Interface Card), a display control unit 16, a display unit 17, an information input / designation unit 18, and the like are further provided.

The reception terminal 30 and the user terminal 50 store a web browser application for using a web page for making a waiting application in the auxiliary storage device 13. The form of waiting application is not limited to this, and for example, the user terminal 50 may store a waiting application for waiting for each facility in place of or in addition to the web browser application. It doesn't matter.

The waiting management device 2 includes hardware and functional components as illustrated in FIG. 2 (b). That is, the turn-waiting management device 2 includes a computing device (CPU (Central Processing Unit) 21) and a main storage device (RAM (Random Access Memory) 22) as a working memory as hardware components.

The turn-waiting management device 2 includes an auxiliary storage device 23 such as an HDD, SSD, and flash memory that rewritably stores an OS (Operating System), an application program, and various information (including data), a communication control unit 24, and the like. A communication interface (IF) unit 25 such as a NIC (Network Interface Card) is further provided.

The turn-waiting management device 2 includes a storage unit 10, a display means 3, a registration means 4, a notification means 5, a management means 6, a transmission means 7, and a privilege granting means 8 as functional components to be described in detail later. Here, each processing means for realizing the functional configuration included in the turn-waiting management device 2 in the present embodiment does not necessarily have to be included in a single information processing device, and is provided in a plurality of information processing devices. It may be.

In order to logically realize the above-mentioned functional components in the waiting management device 2, the waiting program is installed in the auxiliary storage device 23 as an application program. Then, in the turn-waiting management device 2, the arithmetic unit (CPU) 21 expands and executes this processing program in the main storage device (RAM) 22 when the power is turned on.

Next, with reference to FIG. 1 and related diagrams (FIGS. 2 to 9), the processing in the waiting system 1 will be described in more detail.

The storage unit 10 stores various information used in the waiting system 1. In the present embodiment, the storage unit 10 stores the waiting information for managing the waiting, the member information of the user registered in advance in the waiting system 1, the display data used in the display processing, and the message described later. Has the information to send.

The display means 3 includes the waiting information that has been aggregated and the display data stored in the storage unit 10 in response to the request transmitted via the web browser application of the reception terminal 30, the facility terminal 40, and the user terminal 50. Performs display processing based on, and sends the display processing result.

The registration means 4 accepts the waiting application from the reception terminal 30 and the user terminal 50, and registers the waiting information indicating the waiting for the user's facility 20. In the present embodiment, the waiting application is accepted from the user terminal 50 via the reception screen (web page) displayed by the web browser application. For example, a telephone call from the user terminal 50, a messaging application, or an electronic device is accepted. It may be configured to be accepted by any method such as sending a message by e-mail or the like.

FIG. 3 is a screen display example of the reception screen on the reception terminal 30 and the user terminal 50. FIG. 3A is a screen display example of the reception screen on the reception terminal 30. The reception screen W30 includes a waiting reception button W31, a first desired condition display unit W32, and a second desired condition display unit W33.

The first desired condition display unit W32 and the second desired condition display unit W33 have a waiting time and a waiting group for each desired condition (“non-smoking seat” and “smoking seat” in the illustrated example) waiting in line. The number is displayed. When the user goes to the facility 20 and presses the waiting reception button W31, the reception screen or the like displayed by the display means 3 is displayed. The user selects desired conditions, inputs the number of people, and waits in line.

FIG. 3B is a screen display example of the reception screen W50 on the user terminal 50. The reception screen W50 includes a facility information display unit W51, a waiting status display unit W52, a waiting reception button W53, and a future waiting reception button W54. The waiting status display unit W52 displays the number of waiting groups obtained by aggregating the waiting information applied from the reception terminal 30 or the other user terminal 50.

FIG. 4 is a flowchart for registering the waiting information. Here, a case where the user applies for waiting in line via the reception screen W30 on the reception terminal 30 will be described. A user who visits the facility 20 presses the waiting reception button W31 when waiting in line (step S10).

In step S11, the number input screen displayed by the display means 3 is displayed, and the number of people to use the facility 20 is selected by shifting from the reception screen W30. Further, in step S12, the desired condition selection screen displayed by the display means 3 is transitioned from the number input screen, and the desired condition waiting in line is selected (step S12). In the example of the reception screen W30, the user's desired condition can be selected from "non-smoking seat", "smoking seat", or "either".

The desired condition indicates the user's desire for the content indicating the product or service provided by the facility 20 or the providing element indicating the seat type or place in the facility 20. To give an example of a restaurant, the desired conditions related to the content are defined as "individual order", "course", "all-you-can-eat", "all-you-can-drink", "course + all-you-can-drink", "all-you-can-eat + all-you-can-drink", etc. And selected by the user. As the desired conditions related to the provided elements, "counter", "table", "terrace", "no hope (either)", etc. are defined and selected by the user. In the illustrated example, only one desired condition is specified for the waiting information, but a plurality of desired conditions may be specified so as to be associated with the data. The presence / absence of desired conditions, the number of items, and the items to be set can be appropriately selected according to the facility 20 and the service provision form.

In step S13, the notification desired input screen displayed and processed by the display means 3 is transitioned from the desired condition selection screen, and the necessity of the call notification and the information required for the call notification are input. The call notification indicates that the user's guidance turn is approaching. When the user desires the call notification, he / she inputs the telephone number of the user terminal 50 as the information required for the call notification on the notification request input screen. The call notification may be sent to all the waiting information (users) without confirming the necessity of the call notification.

In step S14, the final confirmation screen displayed by the display means 3 is displayed, and the final confirmation of the input contents is performed by transitioning from the notification request input screen. When confirming the input contents in steps S11 to S13 and confirming the input contents (YES in step S15), the confirmation button is pressed (step S16). When changing the input content (NO in step S15), the process returns to step S11. When the confirmation button is pressed in step S16, the waiting list application is made, and the registration means 4 registers the waiting list information in the storage unit 10 (step S17).

Even in the case of waiting in line via the reception screen W50 on the user terminal 50, by pressing the waiting reception button W53 in step S10, the waiting information is registered by substantially the same procedure. When the future waiting reception button W54 is pressed, the reception screen of the waiting waiting (waiting for the future) accompanied by the time designation is displayed.

When the user logs in to the service based on the pre-registered member information and makes a waiting application, the member ID of the member information is stored in association with the waiting information. When the login process is performed when applying via the user terminal 50, if the information required for the call notification is the contact information associated with the member information, the input is omitted by the login process. You can do it.

The contact information in this embodiment is an e-mail address, a telephone number, an ID of a specific application such as LINE (registered trademark), and the like. When registering the waiting information, the user may register the contact information so that the contact information can be associated with the waiting information.

FIG. 5 is a diagram showing an example of waiting information in the present embodiment. As shown in the illustrated example, the waiting information includes the waiting reception ID, the member ID of the user who applied for the waiting, the facility ID of the facility 20 to be waited for, and the waiting application. The reception date and time, the number of people waiting in line, the desired conditions for waiting in line, the telephone number of the user terminal 50, the number of notifications of the call notification described later, and the notification date and time indicating the date and time obtained in response to the call notification. It has a status of waiting information, a guidance date and time for guiding the user, and a reception number used for calling the user at the facility 20. The status of the waiting information changes depending on the state of the waiting information such as "before guidance", "guided", and "absent".

The notification means 5 performs a call notification indicating that the user's guidance turn is approaching, and stores a notification date and time indicating a date and time obtained in response to the call notification. In the present embodiment, the notification means 5 sends a notification request to the auto call server 9 including a telephone number corresponding to the waiting information, thereby calling the telephone number (user terminal 50). Perform processing (call notification).

The call notification may be performed by various methods such as sending a message such as an e-mail, SMS, an in-app message, or a push notification, or making a call by the auto call server 9. The method for requesting the call notification may be configured to be selectable by the user at the time of application for waiting in line.

In addition, when sending a notification to a user using a specific application such as LINE (registered trademark), a notification request is made to the application server including the application ID of the specific application corresponding to the waiting information. By transmitting, message transmission processing (call notification) to the user terminal 50 is performed.

In the present embodiment, the notification means 5 has transitioned to a predetermined order (the number of waiting information arranged before itself is a predetermined number) in the queue of the facility 20 in which the user is waiting in line. Call notification is performed based on the associated contact information for the waiting information.

Further, the call notification is given at an arbitrary timing of the employee by the operation of the management screen W40 by the employee of the facility 20. FIG. 6 is a screen display example of the management screen W40 displayed on the facility terminal 40.

As shown in FIG. 6A, the management screen W40 includes a list display unit W41, a total number of sets display unit W42, and a waiting time display unit W43. In the list display unit W41, the waiting information (W41a to d in the illustrated example) before guidance registered for the facility 20 is displayed in a list, and the waiting is visualized.

In the list display unit W41, as the contents of each waiting information registered, the reception number of the waiting information, the waiting time calculated based on the number of waiting groups, the member name (member information), the number of people, the desired conditions, and the telephone number. The number is displayed.

Further, the user via the change button W411 for changing the status of each waiting information (“guidance”, “absence”, “confirmation”) by the operation of the employee via the management means 6 and the notification means 5. The notification button W412 for giving a call notification to the user is operably displayed for each waiting information, and the call date / time W413 when the call notification is given is displayed. Here, the implementation date and time related to the last call notification is displayed.

The management means 6 accepts a change in the status of the waiting information for the registered facility 20 and changes the status. The status may be changed by a status change request input via the management screen W40, or may be changed according to the elapsed time from a predetermined calculation time.

When the notification button W412 is pressed, the notification means 5 performs a call notification based on the associated contact information with respect to the target waiting information. In the illustrated example, the notification button W412 is not displayed in the waiting information of the user who does not want the call notification. The notification means 5 registers a notification date and time indicating a date and time obtained in response to the call notification. In the present embodiment, the call notification can be performed a plurality of times, and the number of call notifications is counted and associated with the waiting information.

Further, in the present embodiment, the display means 3 changes the display mode of the notification button W412 so that the number of call notifications for the waiting information can be grasped. FIG. 6B is a diagram showing a display change of the notification button W412. The notification button W412 for the waiting information for which the call notification has not been made is displayed on the list display unit W41 in the left state. When the notification button W412 is pressed and the first call notification is performed, the notification button W412 is displayed on the list display unit W41 in the middle state. Further, when the notification button W412 is pressed and the call notification is performed twice or more, the notification button W412 is displayed on the list display unit W41 in the right state.

In the present embodiment, the notification means 5 is configured to perform a call notification for the waiting information that has transitioned to a predetermined order, but the waiting time obtained by multiplying the number of waiting groups by a predetermined unit time, and the waiting time obtained. Based on arbitrary conditions such as the elapsed time from the registration of the waiting information, it may be determined that the user's guidance order is approaching, and the call notification may be sent.

The call notification performed by the notification means 5 based on a predetermined condition does not necessarily have to be performed. For example, the notification means 5 may be configured to perform the call notification only by the operation of the employee, or may be configured in advance. If a call notification is made by an employee's operation before the call notification based on the specified conditions, the call notification that should be notified when the predetermined conditions are reached is not performed. You may. Further, the call notification given by the notification means 5 based on a predetermined condition may be given a plurality of times. An upper limit may be set on the number of times that the notification means 5 can notify the call notification given by the notification means 5 based on a predetermined condition and the call notification given by the notification means 5 by the operation of the employee. The number of times may be individually set for the call notification given by the notification means 5 based on a predetermined condition and the call notification given by the notification means 5 by the operation of the employee, or set for the total number of both. You may.

FIG. 7 is a flowchart relating to the first call notification. In step S20, the waiting information indicating the waiting for the facility 20 is registered via the registration means 4. The user who desires the call notification (YES in step S21) registers the waiting information by associating his / her contact information. When the waiting information of the user who desires the call notification transitions to a predetermined order in the queue of the facility (YES in step S22), the process proceeds to step S24. Further, when the employee of the facility 20 operates the notification button W412 via the management screen W40 (YES in step S23), the process proceeds to step S24.

In step S24, the notification means 5 sends a notification request including a telephone number corresponding to the waiting information to the auto call server 9, thereby performing a call notification. The auto call server 9 that receives the request calls the user terminal 50 based on the received telephone number, and the order in which the user is guided is based on the script or recorded data stored in the storage device. Notify you that you are approaching.

Further, in step S25, the notification means 5 associates the date and time when the notification request is transmitted to the auto call server 9 with the waiting information as the notification date and time, adds 1 to the number of call notifications, and associates the notification means with the waiting information. .. The notification date and time may be any date and time obtained in response to the call notification, and may be, for example, the date and time when the waiting information reaches (determines) the predetermined conditions, or the date and time when the call notification is given. It may be the date and time obtained as a response to the call notification.

The management means 6 further stores the guidance date and time of the user who has been waiting in line. In the present embodiment, when the user whose turn has arrived is guided, the employee accepts an operation of guiding the status of the waiting information of the user via the facility terminal 40. The management means 6 changes the status of the waiting information to guided based on the received operation, and stores the guidance date and time of the user who has been waiting.

The transmission means 7 transmits a message to the user terminal 50 when the notification date and time of the call notification and the guidance date and time of the user satisfy the predetermined conditions. In the present embodiment, the transmission means 7 compares the last notification date and time and the guidance date and time associated with the waiting information, and if a predetermined time or more (for example, 30 minutes or more) has passed, the user is notified. In response, we will send an email as an apology message to apologize. In the present embodiment, the transmission means 7 transmits a message to a user whose notification date and time and guidance date and time satisfy the predetermined conditions, but the message transmitted here is intended for the purpose of apology. The content is not limited to this, and may be content that meets any purpose, such as the purpose of showing gratitude.

The transmission means 7 adds the waiting information for which the notification date and time and the guidance date and time have passed for a predetermined time or more to the transmission target table, and manages the message to be transmitted. The destination of the message is the user's contact information (e-mail address included in the member information) associated with the waiting information. The transmission means 7 may transmit a message by any method such as e-mail, SMS, telephone, message transmission to a messaging application, push notification to an application, and the like.

The notification means 5 may store the response from the user to the call notification in the storage unit 10. In the present embodiment, the notification means 5 acquires the response obtained by the auto call server 9 by the call processing as the call notification and stores it in the storage unit 10. The response is information indicating the reaction from the user regarding the call notification. For example, when performing a call processing to the user terminal 50, the transmission result such as connection or non-delivery, the transmission date / time, the reception date / time, and the talk time , Information related to time such as the end date and time of the call. When a message (call notification) is sent to the user terminal 50 as a call notification, it is information related to the read or unread state of the message (call notification) or the date and time when the unread state is changed to the read state. ..

At this time, the transmission means 7 may determine the notification date and time used for the determination to transmit the message according to the response. For example, when the auto call server 9 makes a call as the first call notification, the user answers (connects) the phone, and the auto call server 9 makes a call as the second call notification. If the call is not answered (the connection is not made), the transmission means 7 determines whether or not to send a message by using the date and time and the guidance date and time related to the first connected call notification. You can do it.

The privilege granting means 8 grants a privilege to a user who has sent a message via the transmitting means 7. In the present embodiment, the privilege granting means 8 adds the number of points as a privilege to the member information of the user to whom the message is sent via the transmitting means 7. A plurality of types (multiple stages) of benefits may be stored in association with the message transmitted by the transmitting means 7, and the privilege granting means 8 may determine the privilege to be granted to the user. The privilege granting means 8 grants the privilege to the user based on at least one of, for example, the length from the notification date and time to the guidance date and time and the transmission history of the past message to the user who sent the message. You may decide the benefits.

The benefits given to the user are not limited to the addition of points, but may be arbitrary such as issuing coupons and providing contents. Further, the privilege is not limited to the control of the data associated with the member information, and may be provided by any method such as e-mail, SMS, or mail.

FIG. 8 is a diagram showing an example of a transmission target table in the present embodiment. As shown in the illustrated example, the transmission target table corresponds to the transmission ID for identifying the waiting information (user) to which the message is to be transmitted, the member ID as the identification information of the user, and the member information. E-mail address as attached contact information, notification date and time, message transmission status ("Sent FLG (flag)" in the illustrated example), message transmission date and time, and benefits given to the user It has the contents, the grant status of the privilege (“Granted FLG (flag)” in the illustrated example), and the grant date and time of the privilege.

FIG. 9 is a flowchart relating to the transmission of a message. In step S40, the notification date and time of the waiting information and the guidance date and time are compared, and it is determined whether or not the predetermined time or more has passed. If a predetermined time or more has passed (YES in step S40), the user of the waiting information is added to the transmission target table, and a message is transmitted, so that the process proceeds to step S41.

In step S41, the transmission timing of the message is determined based on the notification date and time. When the notification date and time associated with the waiting information is after a predetermined time (for example, after 17:00) (YES in step S41), the transmitting means 7 transmits a message on the next day (step S43). When the notification date and time associated with the waiting information is before a predetermined time on the business day of the current day (for example, before 17:00) (NO in step S41), the transmitting means 7 transmits a message on the day of waiting (step). S42). In step S44, the privilege granting means 8 grants the privilege to the member information of the user to whom the message has been sent.

In step S41, the transmission means 7 determines the transmission date of the message based on the notification date and time, but the transmission means 7 transmits the message again when the notification date and time or the guidance date and time is after a certain time. It doesn't matter.

In the storage unit 10, as information for transmitting a message, a message and a privilege may be stored in association with each sender of the message to be transmitted to the user. Further, the storage unit 10 may register the transmitting subject desired by the facility 20 as the information for transmitting the message, and may transmit the message in the name of the desired transmitting subject. Further, when the messages and benefits of a plurality of senders are registered in association with each other, the transmission means 7 transmits a message in the name of the plurality of senders, and the privilege granting means 8 transmits the plurality of messages. The privilege corresponding to the above may be given to the user who received the message.

The sender is, for example, a provider (operating company) that provides the waiting system 1, each facility, or the management body of the facility, and the sender information, a message, and a privilege are set for each sender. It is preferable that it is possible. Further, the transmission date and time of the message by the transmission means 7 may be different depending on the transmission subject.

When the privilege granting means 8 determines the privilege to be granted by using the transmission history of the past message to the user to whom the message is transmitted, the transmission history referred to for determining the privilege is the transmission history of this time. The transmission history of messages sent to the user in the past by the subject who intends to give the privilege may be narrowed down, or the transmission history of messages sent to the user in the past from another subject may be used. ..

1: Waiting system 2: Waiting management device 3: Display means 4: Registration means 5: Notification means 6: Management means 7: Transmission means 8: Benefit granting means 9: Auto call server 10: Storage unit 11: Arithmetic device 12 : Main storage device 13: Auxiliary storage device 14: Communication control unit 15: Communication interface unit 16: Display control unit 17: Display unit 18: Information input / designation unit 20: Facility 21: Computing device 22: Main memory device 23: Auxiliary Storage device 24: Communication control unit 25: Communication interface unit 30: Reception terminal 40: Facility terminal 50: User terminal NW: Communication network W30: Reception screen W31: Reception button W32: First desired condition display unit W33: Second Desired condition display unit W40: Management screen W41: List display unit W411: Change button W412: Notification button W413: Call date and time W42: Total number of groups display unit W43: Time display unit W50: Reception screen W51: Facility information display unit W52: Status display unit W53: Reception button W54: Reception button

Claims (10)

It is a waiting system that is configured to be able to communicate with the user terminal used by the user and the facility terminal used by the employee of the facility and accepts the waiting from the user.
A registration means for registering waiting information indicating that the user is waiting for the facility, and
A notification means for performing a call notification indicating that the user's guidance turn is approaching and storing a notification date and time indicating a date and time obtained in response to the call notification.
A management means that accepts a change in the status of the registered waiting information for the facility from the facility terminal and stores the guidance date and time of the user who has been waiting.
A turn-waiting system including a transmission means for transmitting a message to the user terminal when the notification date and time and the guidance date and time satisfy a predetermined condition. The turn-waiting system according to claim 1, wherein the transmission means determines that the condition is satisfied when a predetermined time has elapsed from the notification date and time to the guidance date and time. When the notification date and time and / or the guidance date and time are before a predetermined time, the transmission means transmits the message on the same day, and when the notification date and time and / or the guidance date and time is after the predetermined time, the transmission means is described on the next day. The waiting system according to claim 1 or 2, wherein the message is transmitted. When the call notification is performed a plurality of times, the transmission means waits in order according to any one of claims 1 to 3 for transmitting the message using the notification date and time stored based on the last call notification. system. The notification means stores the response from the user to the call notification, and stores the response.
The order according to any one of claims 1 to 3, wherein when the call notification is performed a plurality of times, the transmission means determines the notification date and time used for determination for transmitting the message based on the response. Waiting system. In advance, the messages are associated and stored for each sender of the message.
The order waiting system according to any one of claims 1 to 5, wherein the transmitting means transmits the message according to the transmitting subject designated for each facility in advance. In advance, the privilege is associated with the message and stored.
The turn-waiting system according to any one of claims 1 to 6, further comprising a privilege granting means for granting the privilege corresponding to the message transmitted by the transmitting means to the user. A plurality of types of benefits are stored in association with the above message.
The privilege granting means is granted to the user based on at least one of the length from the notification date and time to the guidance date and time and the transmission history of the past message to the user who sends the message. The waiting system according to claim 7, wherein the privilege to be used is determined. It is a waiting management method by a waiting system that is configured to be able to communicate with the user terminal used by the user and the facility terminal used by the employee of the facility and accepts the waiting from the user.
A registration step for registering waiting information indicating that the user is waiting for the facility, and
A notification step for performing a call notification indicating that the user's guidance turn is approaching and storing a notification date and time indicating a date and time obtained in response to the call notification, and a notification step.
A management step that accepts a change in the status of the registered waiting information for the facility from the facility terminal and stores the guidance date and time of the user who has been waiting.
A management method including a transmission step of transmitting a message to the user terminal when the notification date and time and the guidance date and time satisfy a predetermined condition. It is a waiting program that is configured to be able to communicate with the user terminal used by the user and the facility terminal used by the employee of the facility and accepts the waiting from the user.
A registration means for registering waiting information indicating that the user is waiting for the facility, and
A notification means for performing a call notification indicating that the user's guidance turn is approaching and storing a notification date and time indicating a date and time obtained in response to the call notification.
A management means that accepts a change in the status of the registered waiting information for the facility from the facility terminal and stores the guidance date and time of the user who has been waiting.
A waiting program that functions as a transmission means for transmitting a message to the user terminal when the notification date and time and the guidance date and time satisfy predetermined conditions.

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