JP2022095163A - Shopping system, information providing method and program - Google Patents

Abstract

To provide useful information to a user.SOLUTION: A shopping system includes: an acquisition unit which acquires information for identifying a commodity or a service (hereinafter referred to as commodity, etc.) in an online shopping service or information indicating a category of the commodity, etc., from a terminal device of a user; a control unit which controls a display unit of the terminal device to display a reception unit which receives an operation to start a chat function for chatting with staff of a real store of a seller which sells the commodity, etc., as an online store in the online shopping service, in accordance with the information acquired by the acquisition unit; and an association unit which associates a real-store terminal device managed by the real store with the terminal device when the reception unit receives the operation.SELECTED DRAWING: Figure 1

Description

The present invention relates to shopping systems, information provision methods, and programs.

Conventionally, a camera device that shoots a real image is installed in a store that is composed of a user terminal, a store server, and a network that connects the user terminal, and a real product exists, and includes product information taken by the camera device. An EC shopping support system is disclosed in which the store server returns a real image in the store to a user terminal accessing the store server (see, for example, Patent Document 1).

Japanese Patent Application Laid-Open No. 2003-331152

However, in the above-mentioned conventional technique, the user may not be able to obtain useful information.

The present invention takes such circumstances into consideration, and one of the objects of the present invention is to provide a shopping system, an information providing method, and a program capable of providing useful information to a user.

One aspect of the present invention is an acquisition unit for acquiring information for identifying a product or service (hereinafter, product or the like) or information indicating a category of the product or the like from a user's terminal device in an online shopping service, and the acquisition unit. The reception unit that accepts the operation to activate the chat function for chatting with the staff of the seller's real store that sells products etc. as an online store in the online shopping service according to the information acquired by It is a shopping system including a control unit to be displayed on a display unit and a cooperation unit for linking a real store terminal device managed by the real store and the terminal device when the reception unit receives the operation.

According to one aspect of the present invention, useful information can be provided to the user.

It is a figure which shows an example of the functional structure of a shopping system 1. It is a figure which shows an example of the content which includes both the product etc. handled in a real store and the product etc. handled in an online store. It is a figure (1) which shows an example of the image displayed on the display part of a user terminal apparatus 60. FIG. (2) is a diagram (2) showing another example of an image displayed on the display unit of the user terminal device 60. FIG. 3 is a diagram (3) showing another example of an image displayed on the display unit of the user terminal device 60. FIG. (4) is a diagram (4) showing another example of an image displayed on the display unit of the user terminal device 60. It is a figure which shows an example of evaluation information 54. FIG. (5) is a diagram (5) showing another example of an image displayed on the display unit of the user terminal device 60. It is a figure (6) which shows another example of the image displayed on the display part of the user terminal apparatus 60. FIG. (7) is a diagram (7) showing another example of an image displayed on the display unit of the user terminal device 60. It is a figure which shows another example of evaluation information 54. It is a sequence diagram which shows an example of the flow of the process executed by the real store terminal apparatus 20, the shopping server apparatus 40, and the user terminal apparatus 60. It is a figure which shows an example of the contents of the staff information 56. It is a figure which shows an example of correspondence possibility information 58. This is information showing an example of the response history information 59.

Hereinafter, embodiments of the shopping system, information processing method, and program of the present invention will be described with reference to the drawings.

[Overview (1)]
The shopping system of one aspect of the present embodiment acquires information for identifying a product or service (hereinafter, product, etc.) or information indicating a category of the product, etc. from the user's terminal device in the online shopping service, and the acquired information. In response to this, a reception unit that accepts an operation for activating a chat function for chatting with a staff member of a real store that sells products or the like as an online store in an online shopping service is displayed on the display unit of the terminal device. Further, the shopping system links the real store terminal device and the terminal device managed by the real store when the reception unit accepts the operation.

The "exhibitor's real store" is, for example, a store operated by an operator who operates an online store or a store having a predetermined relationship with an online store such as a store affiliated with the online store.

"Chat" is a function of communicating in both directions using a communication means such as the Internet (for example, with a feeling of operation close to real time). Chat is a function that allows users to communicate with each other using voice communication or text. Chat is performed, for example, by an application program installed on the terminal device. The "chat" may include those that send and receive videos and images by communication. Chat may include short emails and microblogging. Chat may be defined as having communication by a push email system.

"Displaying the reception unit on the display unit of the terminal device" means generating information for displaying, generating information for displaying, and providing the generated information to the terminal device, reception unit. Includes instructing the display unit to display.

"Collaboration" is to perform processing so that the real store terminal device and the terminal device can communicate with each other. "Linking" means, for example, to activate an application program required for chatting on a terminal device and link it with an application program required for chatting on a real store terminal device, or to start chatting from a terminal device to a real store terminal device. For example, sending instructions.

[Overview (Part 2)]
The shopping system of another aspect of the present embodiment acquires information for identifying a product or the like or information indicating a category of the product or the like from a user's terminal device in an online shopping service, and at least the acquired information and a real store. Based on the evaluation of, the above-mentioned reception unit is displayed on the display unit of the terminal device. The evaluation includes the evaluation of the staff (or the real store) by the user who chats with the staff of the real store using the chat function.

In the present specification, the online shopping service shall be a service in which a business operator providing a shopping platform sells a product exhibited by a seller to a user in the form of an electronic commerce, but the online shopping service is not limited thereto. May include other aspects of e-commerce such as auctions and free markets.

<First Embodiment>
[Shopping system]
FIG. 1 is a diagram showing an example of a functional configuration of the shopping system 1. The shopping system 1 includes, for example, one or more online store terminal devices 10, one or more real store terminal devices 20, a shopping server device 40, one or more user terminal devices 60, and a chat server device 80. The shopping server device 40 and the online store terminal device 10, the real store terminal device 20, the shopping server device 40, or the user terminal device 60 communicate with each other via the network NW. The network NW includes the Internet, LAN (Local Area Network), WAN (Wide Area Network), cellular network and the like.

[Online store terminal device]
The online store terminal device 10 is, for example, a portable computer device having a communication function such as a smartphone, a tablet terminal, or a notebook computer, or a stationary computer device having a communication function such as a desktop personal computer. The online store terminal device 10 is a terminal device operated by the operator of the online store. When the operator performs an operation of listing a product or the like on the online store terminal device 10, the product or the like is listed according to the operation.

[Real store terminal device]
The real store terminal device 20 is a terminal device operated by the staff of the real store. The real store terminal device 20 is a portable or stationary computer device. The real store terminal device 20 includes, for example, a store support unit 22 and a storage unit 30. For example, one or more chat applications (chat application programs) 32 are stored in the storage unit 30.

The store support unit 22 is realized by a processor such as a CPU (Central Processing Unit) executing the chat application 32. The store support unit 22 cooperates with the shopping server device 40 to execute processes related to various services described later.

[Shopping server device]
The shopping server device 40 includes, for example, an acquisition unit 42, a processing unit 44, a display control unit 46, a cooperation unit 48, and a storage unit 50. Some or all of these components are hardware (circuit parts) such as LSI (Large Scale Integration), ASIC (Application Specific Integrated Circuit), FPGA (Field-Programmable Gate Array), GPU (Graphics Processing Unit). It may be realized by (including circuits), or it may be realized by the cooperation of software and hardware. The program may be stored in advance in a storage device (a storage device including a non-transient storage medium) such as an HDD (Hard Disk Drive) or a flash memory, or a removable storage such as a DVD or a CD-ROM. It is stored in a medium (non-transient storage medium) and may be installed by mounting the storage medium in a drive device. The combination of the display control unit 46 or the processing unit 44 and the display control unit 46 is an example of the "control unit".

The storage unit 50 stores product information 52, evaluation information 54, and the like. The product information 52 is, for example, information in which general information about a product such as a description of the product, a price, a release date, and an evaluation is associated with the product identification information. The details of the evaluation information 54 will be described later.

The acquisition unit 42 acquires information for identifying a product or the like or information indicating a category of the product or the like from the user terminal device 60 in the online shopping service. The product or the like or a category is, for example, a product or the like or a category specified by the user.

The processing unit 44 extracts products and the like recommended to the user in the online shopping service, and determines the content of the content to be provided to the user. The processing unit 44 determines the recommended product or the like by referring to the attribute information of the user (not shown) stored in the storage unit 50, the action history in the user's network, the product or the like information 52 or the like. The processing unit 44 may request another device to perform processing for determining the recommended product or the like. The other device is a ranking server device (not shown) that determines the ranking of products and the like.

The display control unit 46 operates a chat function for chatting with the staff of the real store of the seller who sells the product or the like as an online store in the online shopping service according to the information acquired by the acquisition unit 42. Is displayed on the display unit of the user terminal device 60. When the reception unit accepts the operation, the cooperation unit 48 links the real store terminal device 20 managed by the real store with the user terminal device 60. Details of these processes will be described later.

[User terminal device]
The user terminal device 60 is a terminal device used by a user who uses the shopping service provided by the shopping server device 40. The user terminal device 60 is a portable or stationary computer device. The user terminal device 60 may, for example, execute an application (shopping application program 72) stored in a storage unit 70 (not shown) and execute various processes in cooperation with the shopping server device 40. Instead of the application, the browser may execute various processes in cooperation with the shopping server device 40.

Further, the chat application (application program) is stored in the storage unit 70. For example, when the chat application 74 is activated based on a predetermined operation of the user, it is possible to chat with a device in which another chat application is installed. For example, the user terminal device 60 can chat with the real store terminal device 20.

[Chat server device]
The chat server device 80 mediates a chat using a chat application. For example, the chat server device 80 sends a message acquired from the user terminal device 60 to the real store terminal device 20, or sends a message acquired from the real store terminal device 20 to the user terminal device 60.

A part of the functional configuration included in the shopping server device 40, the user terminal device 60, or the chat server device 80 may be included in another device. For example, the cooperation unit 48 included in the shopping server device 40 may be included in the user terminal device 60.

[Image displayed on the display of the user terminal device (1)]
The shopping server device 40 causes the display unit of the user terminal device 60 to display content including one or both of the products and the like handled in the real store and the products and the like handled in the online store.

FIG. 2 is a diagram showing an example of content including both products and the like handled in a real store and products and the like handled in an online store. For example, when a user searches for a predetermined product or the like, the content including the product or the like handled in a real store and the product or the like handled in an online store is displayed on the display unit of the user terminal device 60 as a search result. As a result, the user can purchase a desired product or the like among the products and the like sold in the real store and the products and the like sold in the online store. For example, when a product or the like is sold at a nearby real store, the user can make one of the options to stop by the real store and purchase the product or the like.

[Image displayed on the display unit of the user terminal device (2-1)]
FIG. 3 is a diagram (1) showing an example of an image displayed on the display unit of the user terminal device 60. The display control unit 46 causes the display unit of the user terminal device 60 to display the image IM1 in response to the request of the user terminal device 60 that has accessed the shopping server device 40. The image IM1 is, for example, a top page in a shopping service. The image IM1 includes information on recommended stores in the shopping service and information indicating categories such as products.

Further, the image IM1 displays information indicating a service in which the staff (clerk) of the real store searches for a product or the like in the area AR1, and the button B1 (an example of the reception unit) is set in the area AR1. Button B1 is a button operated when communicating with the staff of a real store using a chat function, listening to an explanation of a product or the like, or selecting a product or the like. When the button B1 is operated, the user terminal device 60 and the real store terminal device 20 can chat with each other. Chat is not limited to communication of text information, but may include communication by voice, image, video, or the like. When the button B1 is operated, the screen transitions to the image IM3 of FIG. 5, which will be described later.

[Image displayed on the display of the user terminal device (2-2)]
FIG. 4 is a diagram (2) showing another example of the image displayed on the display unit of the user terminal device 60. The display control unit 46 causes the display unit of the user terminal device 60 to display the image IM2 in response to the request of the user terminal device 60 that has accessed the shopping server device 40. The image IM2 is an example of a screen for searching for products and the like in a shopping service. The image IM2 includes an area for inputting a search query, a button used when searching for a product, and the like.

Further, the image IM2 displays information indicating a service in which the store staff (clerk) searches for products in the area AR2, and the button B2 (another example of the reception unit) is set in the area AR2. .. Button B2 has the same function as button B1. When the button B2 is operated, the screen transitions to the screen including the image IM3 of FIG. 5, which will be described later.

[Image displayed on the display of the user terminal device (2-3)]
FIG. 5 is a diagram (3) showing another example of the image displayed on the display unit of the user terminal device 60. The image IM3 contains information indicating a list of categories such as products. The user refers to the image IM3 and selects a category such as a product that he / she wants to consult with the staff of the real store from the categories. For example, when the user taps the area in which the desired category is displayed, the screen transitions to the screen including the image IM4 of FIG.

[Image displayed on the display of the user terminal device (2-4)]
FIG. 6 is a diagram (4) showing another example of the image displayed on the display unit of the user terminal device 60. The image IM4 contains information indicating a list of real stores corresponding to the selected category. For example, when the user selects the category "sports / outdoors", a list of real stores associated with "sports / outdoors" (another example of the reception section) is displayed on the display section. This real store is a real store of a store that operates an online store in a shopping service. In addition, in FIG. 6, instead of the content including a plurality of real stores (a plurality of reception units), the content including one real store (one reception unit) may be displayed.

For example, when the display control unit 46 of the shopping server device 40 acquires the information indicating the category specified by the user from the user terminal device 60, the display control unit 46 chats based on the information indicating the category and the information associated with the real store. A real store to be used is extracted, and the information of the extracted real store is displayed on the display unit of the user terminal device 60. More specifically, when the shopping server device 40 acquires information indicating that B1 of the image IM of FIG. 3 or B2 of the image IM2 of FIG. 4 has been operated, a list of categories such as products (FIG. 5). Image IM4) is displayed on the display unit, and when the user selects a category, a list of real stores associated with the selected category (image IM4 in FIG. 6, reception unit) is displayed on the display unit.

The display control unit 46, for example, refers to the evaluation information 54 and determines a real store to be displayed on the display unit with priority. FIG. 7 is a diagram showing an example of the evaluation information 54. The evaluation information 54 is information in which the identification information of the real store, the category such as a product, and the evaluation are associated with each other. The category of the product or the like associated in the evaluation information 54 is, for example, the category of the product or the like handled by the real store, and the category of the product or the like not handled is not associated.

The "priority" is to display the real store on the display unit in a manner that is easy for the user to recognize. Aspects are various aspects such as position, color, and font. In the example of FIG. 6, the higher the evaluation of the real store, the more it is displayed on the display unit so as to be located on the upper side in the image IM4. The higher the evaluation of a real store, the higher the ranking will be displayed on the display. For example, in the image IM4 of FIG. 6, when the user selects a predetermined real store, the screen transitions to the screen including the image IM5 of FIG.

[Image displayed on the display of the user terminal device (2-5)]
FIG. 8 is a diagram (5) showing another example of the image displayed on the display unit of the user terminal device 60. The image IM5 is set with a button for deciding whether or not to approve the activation of the chat application. For example, when the chat application is not installed on the user terminal device 60, the user operates a button for downloading the chat application included in the image IM5 to download the chat application and proceed to the subsequent screens. For example, when the chat application is installed on the user terminal device 60 and the user approves to activate the chat application, the screen transitions to the screen including the image IM6, and the user terminal device 60 becomes the real store terminal device 20. It will be possible to communicate via the chat app.

The user can chat to explain the product or the like and select the product or the like. For example, if the user has an image of a category such as a desired product but does not know which product is suitable, he / she can select a suitable product while chatting with a well-versed staff member.

[Image displayed on the display unit of the user terminal device (3-1)]
FIG. 9 is a diagram (6) showing another example of the image displayed on the display unit of the user terminal device 60. The image IM7 has a chat button B3 (reception) for chatting with the staff of a real store in order to obtain information such as products, prices of products, reviews of products, etc. searched by the user by performing a predetermined operation. Another example of the part) is included.

When the user wants to consult with the staff of the real store about the product or the like with reference to the image IM7, when the chat button B3 is operated, the screen transitions to the screen including the image IM4 of FIG. 6 described above. Note that the image IM7 in FIG. 9 and the image IM8 in FIG. 10 described later are images transitioned after a product or the like sold in a predetermined real store (or online store) is selected, but the button B3 is operated. After that, regardless of the predetermined real store (or online store), a list of real stores is displayed as shown in the image IM4 of FIG. 6 described above. This real store includes, for example, the above-mentioned predetermined real store.

[Image displayed on the display of the user terminal device (3-2)]
FIG. 10 is a diagram (7) showing another example of the image displayed on the display unit of the user terminal device 60. The image IM8 is information included in the content showing the details of the product or the like searched by the user by performing a predetermined operation. In the image IM8, information indicating a service in which a store staff (clerk) searches for a product or the like in the area AR3 is displayed, and a button B4 (another example of the reception unit) is set in the area AR3. Button B4 has the same function as button B2. When the button B4 is operated, for example, the screen transitions to the screen including the image IM4 of FIG. 6 described above.

In the image IM4 of FIG. 6, the display control unit 46 "when the reception unit is operated, based on the information for identifying the product or the like or the information in which the category of the product or the like is associated with the real store". , To extract the real store to be chatted and display the extracted information of the real store on the display unit of the user "or" to identify the product or the like when the reception unit is operated. The real store including a store different from the first real store to be chatted with is extracted based on the information of the above or the information associated with the category of the product or the like and the real store, and the extracted real store is extracted. This is an example of an image of "displaying store information on the user's display unit".

Further, the image IM7 or the image IM8 of FIG. 10 is an example of an image in which the information indicating the product or the like designated by the user and the reception unit are simultaneously displayed on the display unit. Further, the image IM7 is an example of an image in which the information indicating the product or the like sold in the first real store designated by the user and the reception unit are simultaneously displayed on the display unit. Further, in the image IM7 of the above-mentioned image IM7 or the image IM8 of FIG. 10, after a plurality of products or the like are displayed on the display unit, information showing details of the products or the like and information about the products or the like are provided with the staff of the real store based on the user's operation. It is an example of an image including a reception part for chatting.

For example, when the display control unit 46 of the shopping server device 40 acquires the information of the product or the like specified by the user from the user terminal device 60, the display control unit 46 is based on the information for identifying the product or the like and the information associated with the real store. Then, a real store for chatting is extracted, and the information of the extracted real store is displayed on the display unit of the user.

The display control unit 46, for example, refers to the evaluation information 54 and determines a real store to be displayed on the display unit with priority. FIG. 11 is a diagram showing another example of the evaluation information 54. The evaluation information 54 is information in which the identification information of the real store, the product, and the evaluation are associated with each other. The products and the like associated in the evaluation information 54 are, for example, the products and the like handled by the real store, and the products and the like not handled are not associated. The display control unit 46 refers to the evaluation information 54 and preferentially displays the real store with a high evaluation on the display unit.

In this way, when a user searches for a product or the like and is interested in the product or the like, the user can chat with the staff of a real store in order to obtain more detailed information or highly reliable information. , You can get more useful information. For example, it is useful when the user wants to confirm the details of a product or the like, or when he or she wants to confirm the compatibility or compatibility of another product or the like. For example, the user can confirm the product or the like by using the telephone function or the video telephone function added to the chat function.

[Sequence Diagram]
FIG. 12 is a sequence diagram showing an example of the flow of processing executed by the real store terminal device 20, the shopping server device 40, and the user terminal device 60. The order of each process in this sequence diagram may be changed as appropriate, or a part of the processes may be omitted.

First, the user terminal device 60 selects a category and a store on the screen displayed on the display unit (for example, a screen including the image IM3 of FIG. 5 or the image IM4 of FIG. 6), and further chats with the selected store. When the operation for starting the chat is performed (S100), the information instructing the start of the chat is transmitted to the shopping server device 40 (S102).

Next, when the shopping server device 40 acquires the information instructing the start of the chat, the shopping server device 40 cooperates with the user terminal device 60 to cause the user terminal device 60 to start a chat with the real store terminal device 20. (S104). For example, the cooperation unit 48 of the shopping server device 40 causes the user terminal device 60 to activate the chat application 74 and instruct the user terminal device 60 to perform a chat. The user terminal device 60 may start chatting with the real store terminal device 20 without going through the shopping server device 40. As a result, the user terminal device 60 and the real store terminal device 20 chat with each other.

When the user chats with the staff of the real store (S106), obtains desired information, and the user operates the user terminal device 60 to end the chat (S108), information indicating that the chat has ended. Is transmitted to the shopping server device 40 (S110).

When the shopping server device 40 acquires the information indicating that the chat has ended, it transmits the content related to the real store in which the chat was performed or the content of the online store related to the real store to the user terminal device 60 (S112). The content related to a real store is, for example, content for purchasing a product or the like at the real store. As a result, the shopping system 1 can urge the user to purchase a product or the like at the real store or an online store related to the real store as a result of chatting with the staff of the real store.

Next, the shopping server device 40 provides the user terminal device 60 with content for evaluating the staff who chatted (the store of the staff who chatted) after the chat ended or the user purchased a product or the like. Provided (S114). For example, the shopping server device 40 provides the user terminal device 60 with a question such as "How was the store's response?" Next, the user operates the user terminal device 60 to transmit information indicating the result of evaluating the staff (or the store) to the shopping server device 40 (S116). Next, the shopping server device 40 provides the user's evaluation result to the real store terminal device 20 (S118). The provided information is displayed on the display unit of the real store terminal device 20 (S120), and the staff can confirm the evaluation.

Further, the shopping server device 40 aggregates the evaluation results of the users and generates or updates the evaluation information 54. For example, when a user who selects a predetermined category chats with a real store and the evaluation result is good, the evaluation of the real store regarding the category tends to increase. The evaluation is a user's evaluation of the target store in the shopping service experienced by the user. For example, when a user who has selected a predetermined product or the like chats with a real store and the evaluation result is good, the evaluation of the product or the like in the real store tends to increase. As a result, in the next process, the shopping server device 40 causes the display unit to display the real store having a good evaluation with higher priority.

In the above process, the shopping server device 40 may link the real store terminal device 20 and the user terminal device 60 managed by staff who are familiar with products and the like or categories. For example, the shopping server device 40 refers to the staff information 56 stored in the storage unit 50, and extracts the real store terminal device 20 managed by a staff who is familiar with products or the like or a category.

FIG. 13 is a diagram showing an example of the contents of the staff information 56. The staff information 56 is information associated with the specialty field of the staff. The staff information 56 is, for example, information in which a product or the like or a category (a product or the like in the figure) and a real store terminal device 20 managed by the staff are associated with each other. This information is prepared for each store. A staff member associated with a product or category is a staff member who is familiar with the product or category. For example, when the user operates a reception unit associated with content indicating a predetermined product or the like and further selects a predetermined real store, the shopping server device 40 refers to the staff information 56 of the real store. , The real store terminal device 20 managed by the staff who is familiar with the product and the like, and the user terminal device 60 are linked.

This allows the user to easily chat with staff who are familiar with the product or category. In addition, a suitable staff member can directly chat with the user without performing a process of relaying to a staff member who is familiar with the product or the category. As a result, the convenience of users and real stores is improved.

Further, the evaluation of the evaluation information 54 described above may include the evaluation of the online store corresponding to the real store in addition to the evaluation of the user who chats with the staff of the real store using the chat function. The evaluation of an online store corresponding to a real store is an evaluation when a product or the like is purchased at the online store or an evaluation when an inquiry is made.

In the evaluation of the evaluation information 54 described above, in addition to the evaluation of the user who chatted with the staff of the real store using the chat function, the degree or intention of the user to purchase the product or the like at the real store after chatting is performed. It may include the indicated degree.

The degree of intention to purchase is, for example, the degree of a request to reserve a product or the like at a real store. The shopping server device 40 has a function of accepting a reserve request, and acquires a degree indicating an intention to purchase a product or the like based on the degree of accepting the reserve request. Further, the shopping server device 40 is recommended by information indicating that payment has been made on the network when making a purchase at a real store, or by chatting with a real store terminal device 20 or a real store obtained from a predetermined device. Based on the information on which the product or the like was purchased or the information on which the product or the like was reserved, the degree of purchase of the product or the like or the degree of the intention to purchase the product or the like may be obtained. In addition to the above-mentioned contents, the evaluation may include various indicators such as the degree of revisit to the contents related to the store.

According to the first embodiment described above, the shopping system 1 sets the product or the like as an online store in the online shopping service according to the information for identifying the product or the like in the online shopping service or the information indicating the category of the product or the like. When the reception unit that accepts the operation for activating the chat function for chatting with the staff of the real store of the seller is displayed on the display unit of the user terminal device 60 and the reception unit accepts the operation, the real store By linking the real store terminal device 20 managed by the user terminal device 60 with the user terminal device 60, useful information can be provided to the user.

<Second Embodiment>
Hereinafter, the second embodiment will be described. In the second embodiment, the shopping server device 40 acquires information indicating whether or not it is possible to support chat from the real store terminal device 20, and displays the reception unit on the display unit using the acquired results. Hereinafter, the differences from the first embodiment will be mainly described.

The shopping server device 40 acquires correspondence availability information indicating whether or not the real store can chat, and in addition to the acquired information and evaluation, with the staff of the real store capable of chatting based on the correspondence availability information. The reception unit for chatting is displayed on the display unit of the user terminal device 60.

FIG. 14 is a diagram showing an example of correspondence availability information 58. Correspondence availability information 58 is, for example, information in which a real store and information indicating whether or not the real store can respond to chat are associated with each other. The shopping server device 40 does not display the reception unit for chatting with a real store that cannot support chat on the display unit of the user terminal device 60 with reference to the support availability information 58. That is, the information of the real store that cannot support chat is excluded from the image IM4 of FIG. 6 described above.

In addition, in the support availability information 58, in addition to (or instead of) the support availability, the date and time when the response is possible, the date and time when the response is not possible, the category of the products that can be supported, the products that can be supported, etc. are in the real store. It may be associated.

For example, when a category such as a predetermined product is selected by the user, the shopping server device 40 extracts and extracts a real store associated with the support availability information 58 that the category can be handled. Information indicating a list of real stores may be displayed on the display unit of the user terminal device 60.

Further, in the example of FIG. 14, the availability of correspondence may be associated with each staff member of the real store. In this case, a category or product familiar to the staff may be associated. For example, when the staff associated with the designated product or the like cannot handle the shopping server device 40, the display unit may display a list of real stores excluding the staff's real stores.

Further, in the shopping server device 40, in addition to the information acquired by the acquisition unit 42 and the evaluation, the reception unit was operated after displaying the reception unit on the display unit of the user terminal device 60, but the staff of the real store operated it. The reception unit for chatting with the staff of a real store capable of chatting may be displayed on the display unit of the user terminal device 60 based on the degree to which the chat is not accepted.

For example, the shopping server device 40 refers to the response history information 59 and causes the display unit of the user terminal device 60 to display a reception unit for chatting with a staff member of a real store capable of chatting. FIG. 15 is information showing an example of the response history information 59. The response history information 59 is information in which the real store and the degree of not responding to the chat are associated with each other. The shopping server device 40 evaluates a real store in consideration of the degree to which the chat is not accepted. For example, the weight of the degree of not responding to the chat may be made larger than the weight of the evaluation performed by the user to evaluate the real store. For example, when the evaluations made by the users are the same, the shopping server device 40 may display the real store with a low degree of not responding to the chat on the display unit of the user terminal device 60 with priority.

According to the second embodiment described above, the shopping system 1 refers to one or both of the correspondence availability information 58 and the response history information 59 and displays the reception unit on the display unit, so that the chat can be performed more smoothly. Can be made.

<Others>
In the above example, when the user selects a category or product, a list of real stores that chat according to the selected category or product is displayed, but instead (in addition). , A list of real stores that chat according to the brand selected by the user may be displayed. This real store is a real store with staff who are familiar with the brand.

Further, in the present embodiment, each functional configuration of the embodiment has been described as a function in the shopping service, but instead of (or in addition to), it may be applied to a service different from the shopping service. Different services include travel booking sites and restaurant booking sites. In this case, a list of real stores according to the service (travel destination or cooking genre) that the user is interested in is displayed.

Further, in the above example, real stores existing near the user's position, the company where the user works, the user's home, the position specified by the user, the vicinity of the route often taken by the user, etc. are extracted as chat targets. You may. The route that the user often takes is specified, for example, based on the history of the user's location information. For example, the shopping server device 40 causes the display unit of the user terminal device 60 to display only the real stores that satisfy the above-mentioned position conditions among the highly evaluated real stores. Further, a ranking that integrates the proximity to the user's position and the evaluation may be generated, and a list of real stores may be displayed on the display unit of the user terminal device 60 based on the generated ranking.

Further, the shopping server device 40 may associate a favorite real store (or staff) with the user and provide the user with information on the favorite staff. Favorite staff are staff who have chatted with users in the past and made appropriate evaluations, and staff who have been set as favorites by users. For example, in the shopping server device 40, when a user specifies a product or the like (or a category), the user terminal device 60 gives priority to a reception unit for chatting with a real store having a suitable evaluation by chatting about the product or the like. It may be displayed on the display unit of. For example, the shopping server device 40 asks the user whether to chat with the favorite staff if the favorite staff can chat when the user specifies a product or the like (or category), and is positive. When a good answer is obtained, the favorite staff and the user terminal device 60 are linked.

In addition, information indicating favorite staff may be disclosed to staff and users of real stores. As a result, the motivation of the staff registered as favorites can be improved, and the user can recognize the popular staff.

Further, in the above example, if the chatbot accepts the user's question and the chatbot cannot answer the question appropriately before chatting with the staff of the real store, the shopping server device 40 uses the staff and the user of the real store. You may start chatting with. As a result, it is possible to improve user satisfaction while suppressing the burden on the staff of the real store.

Further, when a user and a staff member chat with each other, the user may invite another user to chat with a plurality of users and the staff member. For example, you can chat with parents, children, and staff to select products.

Although the embodiments for carrying out the present invention have been described above using the embodiments, the present invention is not limited to these embodiments, and various modifications and substitutions are made without departing from the gist of the present invention. Can be added.

1 Shopping system 10 Online store terminal device 20 Real store terminal device 40 Shopping server device 42 Acquisition unit 44 Processing unit 46 Display control unit 48 Cooperation unit 50 Storage unit 52 Product information 54 Evaluation Information 56 ‥ Staff information 58 ‥ Correspondence availability information 59 ‥ Response history information 60 ‥ User terminal device

Claims (13)

An acquisition unit that acquires information for identifying a product or service (hereinafter, product, etc.) or information indicating a category of the product, etc. from a user's terminal device in an online shopping service.
According to the information acquired by the acquisition unit, the reception unit that accepts an operation for activating the chat function for chatting with the staff of the real store of the seller who sells the product etc. as an online store in the online shopping service is described above. The control unit to be displayed on the display unit of the terminal device and
When the reception unit receives the operation, the cooperation unit that links the real store terminal device managed by the real store and the terminal device, and
A shopping system equipped with. The control unit
Based on the information indicating the category acquired by the acquisition unit and the information associated with the real store, the real store for chatting is extracted, and the extracted information of the real store is displayed on the display unit of the user. Display,
The shopping system according to claim 1. The control unit
Based on the information for identifying the product or the like acquired by the acquisition unit and the information associated with the real store, the real store for chatting is extracted, and the extracted information of the real store is used by the user. Displayed on the display unit,
The shopping system according to claim 1. The cooperation unit
When the reception unit receives the operation, the real store terminal device managed by the real store designated by the user among the extracted plurality of real stores is linked with the terminal device.
The shopping system according to claim 2 or 3. The cooperation unit
When the reception unit accepts the operation, the staff terminal device managed by the staff who is familiar with the product or the like or the category is linked with the terminal device.
The shopping system according to any one of claims 1 to 4. The control unit
The information indicating the product or the like designated by the user and the reception unit are simultaneously displayed on the display unit.
When the reception unit is operated, the real store to be chatted is extracted based on the information for identifying the product or the like or the information associated with the category of the product or the like and the real store. Display the extracted information of the real store on the display unit of the user.
The shopping system according to any one of claims 1 to 5. The control unit
Information indicating the product or the like sold at the first real store designated by the user and the reception unit are simultaneously displayed on the display unit.
When the reception unit is operated, the first real store to be chatted with is based on the information for identifying the product or the like or the information associated with the category of the product or the like and the real store. Extracts the real store including different stores, and displays the extracted information of the real store on the display unit of the user.
The shopping system according to claim 6. The control unit
The reception unit is set on the top page of the shopping service provided to the terminal device or the screen for searching for products and the like.
The shopping system according to any one of claims 1 to 6. The control unit
When the information indicating that the reception unit has been operated is acquired,
A list of categories such as the product is displayed on the display unit, and the display is displayed.
When the user selects a category, the display unit displays a list of real stores associated with the selected category.
The shopping system according to claim 7. The control unit
After the chat is completed, the content related to the real store where the chat was performed is displayed on the display unit of the terminal device.
The shopping system according to any one of claims 1 to 9. The control unit
After the chat is finished, the content for evaluating the real store is displayed on the display unit of the terminal device.
The shopping system according to any one of claims 1 to 10. The computer
Information for identifying a product or service (hereinafter referred to as a product, etc.) in an online shopping service or information indicating a category of the product, etc. is acquired from a user's terminal device.
In accordance with the acquired information, the terminal device has a reception unit that accepts an operation for activating a chat function for chatting with a staff member of a real store of a seller who sells products as an online store in an online shopping service. Display on the display
When the reception unit receives the operation, the real store terminal device managed by the real store and the terminal device are linked.
Information provision method. On the computer
In the online shopping service, the process of acquiring information for identifying a product or service (hereinafter, product, etc.) or information indicating a category of the product, etc. from the user's terminal device, and
In accordance with the acquired information, the terminal device has a reception unit that accepts an operation for activating a chat function for chatting with a staff member of a real store of a seller who sells products as an online store in an online shopping service. The process of displaying on the display and
When the reception unit receives the operation, the process of linking the real store terminal device managed by the real store with the terminal device, and
A program to execute.

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