JP2023154534A - Customer service support system and customer service support method - Google Patents

Abstract

To provide a customer service support system and a customer service support method that suitably support a customer service for a customer visiting a facility.SOLUTION: In a customer service support system, a customer service support apparatus 2 includes a registration reception unit 21 that receives a registration relating to facility related information on a facility and customer service persons in the facility and customer information including facial information of a visitor, a customer specification unit 22 that specifies customer information by a result of authentication processing on a facial image obtained by imaging a face of the visitor based on the facial information, and an information provision unit 24 that provides the specified customer information to one or more terminal apparatuses operated by each of the customer service persons specified by the facility related information.SELECTED DRAWING: Figure 2

Description

There is an application for exception to loss of novelty.

The present invention relates to a customer service support system and a customer service support method.
Regarding.

When serving customers at facilities such as stores that provide products and services, the presence or absence of past visit history of customers (hereinafter referred to as visitors) must be shared with all employees at the facility (hereinafter referred to as customer service personnel). was difficult. For example, the way you serve visitors who have visited in the past can be an important factor in acquiring repeat customers, but a customer service worker who does not directly serve the customer may share information about the visitor with other service members at the facility. The problem was that it could not be shared.

In view of this situation, Patent Document 1 discloses that by identifying store visitors using facial information, it is possible to manage the history of interactions with store visitors without the consent of the store visitor to provide other personal information other than facial information. , a response support system and a wide-area response support system are disclosed that can more appropriately manage responses by referring to other personal information when there is consent to provide other personal information other than facial information.

JP2021-082167A

When serving customers at a facility, each customer service worker approaches the visitor while communicating with the visitor, so information about the visitor needs to be shared with each customer service worker.
However, in Patent Document 1, it is understood that there is room for improvement in that a mechanism for appropriately sharing information with each customer service person is not disclosed.

The present invention has been made in view of the actual situation, and an object to be solved is to provide a customer service support system and a customer service support method that more appropriately support customer service for customers visiting a facility.

In order to solve the above-mentioned problems, the present invention is a customer service support system that includes a customer service support device that includes a registration reception section, a customer identification section, and an information provision section, and a customer service support device that is operated by a customer service person at a facility. and a terminal device, the registration reception unit receives registration regarding facility-related information regarding the facility and the customer service staff at the facility, and customer information including face information of visitors, stores the registration in the storage unit, and stores the registration information regarding the customer information including visitor face information. The identifying unit identifies the customer information based on the result of authentication processing based on the facial information on a face image of the visitor's face, and the information providing unit identifies the customer information based on the facility-related information. The information is provided to one or more of the terminal devices operated by each of the specified customer service personnel.

The present invention also provides a customer service support method, in which a computer executes a registration reception step, a customer identification step, and an information provision step, and the registration reception step includes facility-related information regarding a facility and a customer service person at the facility. information and customer information including the visitor's face information is received and stored in the storage unit, and the customer identification step authenticates a face image of the visitor's face based on the face information. The customer information is specified based on the result, and the information providing step provides the specified customer information to one or more terminal devices operated by each of the customer service personnel specified by the facility-related information.

With such a configuration, it is possible to provide each of the customer service personnel with information on the customers they are visiting, and it is possible to suitably realize customer service and communication based on the customer information.

In a preferred embodiment of the present invention, the information providing unit includes an information updating unit that receives information input regarding registration and/or updating of detailed fields in the customer information via the terminal device, and the information providing unit is configured to register and/or update detailed fields in the customer information. Alternatively, the updated information is notified and/or provided to each of the one or more terminal devices specified by the facility-related information.
With such a configuration, it is possible to share customer information in real time between the customer service staff at the facility and to support suitable communication between the customer service staff and visitors.

In a preferred embodiment of the present invention, the information updating unit grants sharing authority for each facility and each customer service person in the detail field, and the information providing unit provides the terminal device having the sharing authority the sharing authority. Provide details fields.
With such a configuration, it is possible to organize and share common matters for each facility or individual customer service person, and to support smooth communication among customer service personnel.

In a preferred embodiment of the present invention, the facility-related information includes information regarding a group facility including a plurality of facilities, and the information updating unit grants sharing authority for each group facility in the detail field, and the information providing unit provides the details field to the terminal device having sharing authority for the group facility.
With such a configuration, customer information can be shared among group facilities, and communication between customer service personnel and visitors can be suitably supported.

In a preferred embodiment of the present invention, the facility-related information includes information regarding a group facility including a plurality of facilities, and the customer information includes history information regarding visits to the facilities, history information regarding visits to the group facilities, The information providing unit displays and provides history information of the facility and the group facility in a distinguishable manner.
With such a configuration, the customer service person can grasp the visit history of the visitor at the group facility and support appropriate communication.

In a preferred embodiment of the present invention, the history information includes a visit history regarding the visitor's visit and a purchase history regarding purchases at the facility, and the information providing unit includes the visit history and/or the purchase history. A flag indicating that the customer is a good customer based on the customer information is given and provided. With this configuration, the customer service person can accurately understand the regular customer and support appropriate communication.

In a preferred embodiment of the present invention, the registration reception unit accepts registration of customer service information including face information of the customer service person, and the customer identification unit adds a facial image of the customer service person's face to the facial information. The customer service person is specified based on the result of the authentication process based on the authentication process, and the information providing unit allows provision of customer information to a terminal device operated by the specified customer service person.
With this configuration, it is possible to provide customer information according to the work status of the customer service worker, reducing unnecessary information processing load, and making it possible for the customer service worker to handle the processing related to viewing and updating customer information. It can be limited to those made by customer service personnel.

According to the present invention, it is possible to provide a customer service support system and a customer service support method that more appropriately support customer service for customers visiting a facility.

A schematic explanatory diagram of customer service support in this embodiment is shown. The block diagram of the customer service support system in this embodiment is shown. A processing flowchart of a customer specifying step in this embodiment is shown. A processing flowchart of an information providing step in this embodiment is shown. A screen display example of an information providing screen in this embodiment is shown. A screen display example of an information providing screen in this embodiment is shown.

DESCRIPTION OF THE PREFERRED EMBODIMENTS A customer service support system according to an embodiment of the present invention will be described below using the drawings. Note that the embodiment shown below is an example of the present invention, and the present invention is not limited to the following embodiment, and various configurations can be adopted.

In this embodiment, the configuration and operation of a customer service support system including a customer service support device, a customer service terminal, and an imaging device will be described. A more readable recording medium or the like can also have similar effects. A series of processes according to the present embodiment described below are provided as a computer-executable program, and can be provided via a non-transitory computer-readable recording medium such as a CD-ROM or a flexible disk, or even via a communication line. be.

Each functional component of the customer service support system corresponds to each step of the customer service support method, and has similar effects. Each functional component in each of the customer service support system and the customer service support program is realized by an arithmetic device such as a CPU (Central Processing Unit). Each step of the customer service support method is realized by each functional component executing a process using an arithmetic device.

In this embodiment, the customer service support system includes facilities that provide products and services, such as restaurants, apparel shops, retail stores, beauty salons and salons, medical institutions such as hospitals, accommodation facilities such as hotels, sports gyms, and various entertainment facilities. Introduced in The facility is not particularly limited as long as it is a business that involves communication with customers.

FIG. 1 shows a schematic diagram of the system configuration of a customer service support system 1. As shown in FIG. The customer service support system 1 includes a customer service support device 2 that executes information processing related to customer service support, a customer service terminal 3 operated by a customer service person E at the facility S, and an imaging device that images the face of a visitor C to the facility S. 4 and a storage section DB as a database, and these various components are configured to be able to communicate via a communication network NW. In this embodiment, the customer service terminal 3 and the imaging device 4 are placed in the facility S. A plurality of facilities S exist in the customer service support system 1. At least one customer terminal 3 exists in the facility S, and is owned and operated by each customer E.

In this embodiment, a group facility G is defined in which a plurality of facilities (S1, S2, . . . ) belonging to affiliated stores are grouped. A plurality of group facilities G can exist in the customer service support system 1. Further, a wider group including a plurality of group facilities G may be defined. Note that there is no limit to the range of groups, and each group is distinguished by giving each group a different group name or group ID.

The customer service support device 2 is configured to be capable of data communication with the customer service terminal 3, the imaging device 4, and the storage unit DB. The customer service support device 2 is composed of a computer device such as one or more server devices, and can use, for example, a cloud server, a thin client server, or the like.

The customer service person terminal 3 is a terminal device owned and operated by a customer service person E who is an employee at the facility S. The terminal device is preferably a portable device, and for example, a smartphone, a tablet terminal, or the like can be used.

The imaging device 4 is configured as a device including a camera for capturing facial images of the visitor C and the customer service person E, and the like. The imaging device 4 is configured to be able to transmit a captured face image to a face authentication server and perform a face authentication process of authenticating face information registered in the face authentication server. Note that the face authentication process may be executed by the customer service support device 2. Further, the imaging device 4 may be configured to store face information in a storage device connected internally or externally, and execute face authentication processing.

The storage unit DB is a database that stores various data, and is configured to be able to communicate with at least the customer service support device 2 via the communication network NW. Note that there is no restriction on the installation location of the storage unit DB, and for example, it may be installed inside or outside the customer service support device 2 and configured to be capable of data communication with the customer service support device 2.

The customer service support device 2 includes a computing device such as a CPU (Central Processing Unit), a main storage device such as a RAM (Random Access Memory), and auxiliary devices such as an HDD (Hard Disk Drive), an SSD (Solid State Drive), and a flash memory. A storage device, a communication device for controlling communication with the communication network NW, and the like are provided as hardware components. The auxiliary storage device of the customer service support device 2 stores an OS (Operating System) and a customer service support program that realizes various functional components in cooperation with the OS, and the arithmetic unit of the customer service support device 2 stores an OS (Operating System) and a customer service support program that realizes various functional components in cooperation with the OS. By executing the support program, various functional components can be realized in the customer service support device 2.

The customer terminal 3 can be a portable computer device such as a smartphone, and includes a calculation device, a main storage device, an auxiliary storage device, a communication device, an input/output device such as a touch panel display, etc. as hardware components. The auxiliary storage device of the customer service terminal 3 stores application programs for inputting/outputting and transmitting/receiving various information with the customer service support device 2, a browser application for accessing websites providing services provided by the customer service support system 1, etc. By storing the information and executing the application, the computing device of the customer terminal 3 can realize various functional components in the customer terminal 3.

FIG. 2 shows a block diagram of the customer service support system 1. The customer service support device 2 uses a registration reception unit 21 that accepts various information registrations and stores them in a storage unit DB, a face image of the visitor C, and the result of face authentication processing based on the registered face information to identify the visitor C. A customer identification unit 22 that identifies a customer, an information update unit 23 that updates the customer information of the visitor C that has been updated according to the customer service via the customer service terminal 3, and an information provision unit 24 that provides the customer information of the visitor C. and a customer service identification unit 25 that identifies the customer service person E based on the face image of the customer E and the result of facial recognition processing based on the registered facial information, and acquires history information including the customer's visit history and purchase history. and a history information acquisition unit 26.

The customer service terminal 3 includes an input section 31 that receives various information input by the customer E, and an output section 32 that outputs various information as a screen display or the like. The customer service terminal 3 can provide a function as an information input/output interface with the customer service support device 2.

The imaging device 4 includes an imaging section 41 that captures a facial image of the visitor C, and a communication section 42 that communicates information including the captured facial image. The imaging unit 41 is configured as a thermal camera, and may further perform a temperature measurement process of the visitor C and the customer service person E. Further, the imaging device 4 may be configured to store face information and perform face authentication processing based on the captured face image.

The above-mentioned functional components (21-25, 31-32, 41-42) may be realized by the entire customer service support system 1, and may be provided in a device configuration having a partially different functional configuration. .

Hereinafter, specific processing realized by various functional components of the customer service support system 1 will be described with reference to FIGS. 2 to 7.

The registration reception unit 21 receives information input for registering facility-related information including facility information regarding facilities, group facility information regarding group facilities, and customer service information regarding customer service personnel, and stores each information in the storage unit DB. .

The facility information includes a facility ID, a facility name, and a facility address. Further, the facility information may include a device ID for identifying the imaging device 4 installed in the facility. Further, the facility information may include a customer service ID of a customer service person who belongs to the facility, and a group facility ID of a group facility to which the facility belongs. Further, the facility information may include customer information of the visitor or a customer ID for identifying the customer information.

The group facility information includes a group facility ID, a group name, and facility IDs of facilities belonging to the group facility.

The customer service information includes a customer service ID, a customer name, and a facility ID of the facility to which the customer service person belongs. The customer service information further includes a customer service person's face image and facial information indicating the customer service person's facial features extracted from the face image.

These facility-related information are input via the customer terminal 3 or an administrator terminal operated by the administrator of the facility or group facility. The face image of the customer service person may be input via the imaging device 4.

The registration reception unit 21 accepts registration of customer information regarding a visitor (customer) and stores it in the storage unit DB. The customer information includes a customer ID, a face image of the customer (visitor), facial information extracted from the face image indicating the customer's facial features, history information including visit history, purchase history, etc., and detailed information about the customer. It has a detail field indicating shared items, etc. Note that the registration reception unit 21 may accept registration of customer information including a face image via a visitor terminal operated by a visitor.

Detail fields include personal information fields that include personal information such as the visitor's name or nickname, date of birth, and gender, as well as attributes that include regular orders, hometown, hobbies, preferences, frequency of visits, and notes that can be freely written. has a field. The attribute field is composed of an item name and input information corresponding to the item name, and indicates information input through the customer terminal 3 through communication such as conversation between the customer and the visitor. The item names of the attribute field are configured so that they can be added freely by the customer service person.

The information update unit 23 receives information input regarding registration and updating of detailed fields via the customer service terminal 3, and stores it in the storage unit DB. Note that some information such as the personal information field may be configured to accept information input via a terminal device operated by a visitor connected to the communication network NW.

FIG. 3 shows a flowchart regarding the process of identifying a visitor in this embodiment.

The imaging device 4 is installed at the entrance of the facility and captures facial images of visitors (step S11). The imaging device 4 transmits a customer identification request including a facial image to the customer service support device 2 . The customer identification request further includes the device ID of the imaging device 4 or the facility ID of the facility where the imaging device 4 is installed, a time stamp, and the like. Note that when the imaging device 4 executes the face authentication process, the customer identification request may include the customer ID of the person who left the store and was authenticated as a result of the face authentication process.
The customer identification unit 22 obtains a customer identification request including a visitor's face image using the imaging device 4, and determines whether the face image matches the registered face information or not as a result of face authentication processing (step S12).
If the face image and face information do not match (YES in step S12), the customer identification unit 22 transmits a customer registration request for newly registering the visitor's information to the customer service terminal 3 of the facility (step S13). ).
Upon receiving the customer registration request, the customer service terminal 3 inputs customer information via the customer information registration screen and transmits the input result to the customer service support device 2 (step S14). The customer information can be input by the visitor himself/herself using the customer terminal 3, for example.
The registration reception unit 21 receives input of customer information via the customer service terminal 3, and stores it in the storage unit DB in association with the facial image received in step S11 (step S15).
The customer identification unit 22 can identify the customer as a visitor to the facility by registering the customer information (step S16).
In step S12, if the face image and face information match (NO in step S12), the customer identification unit 22 can identify the visitor by acquiring the customer ID corresponding to the face information (step S16). ).
When the visitor is identified, the history information acquisition unit 26 stores the history of visits to the facility as history information in association with customer information (step S17). The visit history includes at least a facility name or facility ID and a time stamp at the time of visit. The visit history may be recorded by facility or by group facility, and may include a total result of the number of visits. When the history information acquisition unit 26 identifies the visitor, it updates the customer's visit status during the visit.

Facial information is facial features extracted from facial images, and is stored in association with customer information as information for executing face authentication processing. Facial features include characteristic elements such as the size and shape of the entire face, the size and shape of facial parts such as hair, eyes, nose, ears, and mouth, and the arrangement of one or more facial parts. This is memorized information.

In this embodiment, the face recognition process extracts facial features by inputting a facial image into a machine learning model, and the features in the extracted facial image are the characteristics of facial information registered as customer information. If it is determined that the amount matches the amount, it can be identified that the customer has a past visit history.

The machine learning model in this embodiment can be, for example, a neural network model, but the type of model and learning method are not limited thereto. In addition, as long as the visitor can be identified by determining the face of a registered customer from the visitor's face image, it is not limited to a method using a machine learning model, and any known technology can be used. can.

The facial information included in the customer information is configured to be updatable at predetermined intervals. The predetermined period can be set to any period such as one year, for example. If the face information of the identified visitor is older than a predetermined period of time, the customer specifying unit 22 can update and store the face information based on a new face image captured by the imaging device 4. Thereby, changes in the visitor's facial features due to aging can be periodically updated, and the accuracy of the facial recognition process can be maintained.

The face authentication process can be executed in either the imaging device 4, a face authentication processing server to which the imaging device 4 transmits the facial image, or the customer service support device 2. The imaging device 4 transmits a customer identification request including at least a face image, the device ID of the imaging device 4, and a time stamp to the face authentication processing server or the customer service support device 2. The face authentication processing server or the customer service support device 2 can acquire a customer ID and identify the visitor by performing face authentication processing on the facial image included in the customer identification request based on the facial information. Alternatively, the imaging device 4 obtains a customer ID by subjecting the captured facial image to facial recognition processing based on facial information, and transmits the facial recognition result including the customer ID to the customer service support device 2 as a customer identification request. It may be a configuration.

The customer identification unit 22 identifies the visitor's customer information based on the result of authentication processing of the visitor's face image based on the face information registered in the customer information. If the visitor's face image cannot be authenticated based on the face information, the customer identification unit 22 registers the visitor as new customer information, assuming that the visitor is visiting for the first time, thereby identifying the registered customer information. .

FIG. 4 shows a processing flowchart related to displaying, updating, and providing customer information of the visitor identified in this embodiment.

The customer identification unit 22 identifies the customer ID of the visitor to the facility according to the processing flow shown in FIG. 3 (step S21).
The information providing unit 24 provides customer information corresponding to the specified customer ID to each customer service terminal 3 in the facility (step S22). The information providing unit 24 identifies the facility visited by the visitor based on the device ID or facility ID included in the customer identification request, and obtains the customer service ID included in the facility information of the facility to identify the provider. The customer terminal 3 is determined.
The customer terminal 3 displays a visitor screen based on the provided customer information (step S23).
The customer terminal 3 receives information input for registering or updating customer information via the visitor screen (step S24).
The information update unit 23 receives information input regarding registration or update of customer information via the customer service terminal 3, registers or updates the customer information, and stores the registered or updated customer information in the storage unit DB (step S25).
The information providing unit 24 provides the updated customer information to each customer service terminal 3 in the facility (step S26). When the customer information is updated, the information providing unit 24 may notify the customer terminal 3 that the update has occurred.
Through the above processing, it becomes possible for each customer service person at the facility to share visitor information in real time, and it is possible to support appropriate communication between the customer service person and the visitor.

The customer service support system 1 may be configured to be able to cooperate with a POS (Point of Sale) system in a facility. The POS system is configured to be capable of data communication with the customer service support device 2 via the communication network NW.

The POS system provides the customer service support device 2 with purchase history at the facility linked to the customer ID. The history information acquisition unit 26 acquires the customer's purchase history as history information via the POS system, and stores it in the storage unit DB in association with the customer information. The information providing unit 24 can provide customer information including the acquired purchase history to the customer terminal 3. Thereby, the customer service person can grasp the past purchased items and purchase trends from the visitor's purchase history, and can serve the customer appropriately.

Further, when the visitor leaves the store, the customer's visit status may be updated from "visiting" to "leaving" by performing accounting processing via the POS system. When the customer's visit status becomes "leaving the store," the customer's customer information can be controlled not to be displayed on the visitor screen.

The history information acquisition unit 26 may update the visit status to leave the store by performing face authentication processing based on the customer's face image captured at the time of leaving the store. Further, the history information acquisition unit 26 may update the visit status including visiting status and leaving the store based on the visitor's location information. The visitor's location information is acquired by the GPS function of the visitor terminal owned by the visitor, and provided to the customer service support device 2. In addition, the visitor terminal acquires the identification signal transmitted from the beacon installed in the facility using the short-range wireless communication function, and provides the identification signal to the customer service support device 2, thereby obtaining the visitor's location information. You may obtain it. The history information acquisition unit 26 sets the visit status to "visiting" when the location information by the GPS function corresponds to the inside of the facility, and sets the visit status to "visiting" when the location information is within the range where the identification signal of the beacon can be acquired by short-range wireless communication. be able to. It is assumed that the location information of the facility is stored in the storage DB in advance in association with the facility information, and the identification signal of a beacon installed in the facility is stored in the storage DB in advance in association with the facility information.

FIG. 5(a) shows a screen display example of the visitor screen W1. The visitor screen W1 is displayed on the display of the customer service terminal 3 based on the customer information provided by the information providing section 24.

The visitor screen W1 has customer information display sections W10A to W10C that display customer information of the visitor based on the customer information. The customer information display section W10 is displayed in order according to the time stamp of the visitor's visit.

The customer information display section W10 includes a face display section W11 that displays a visitor's face image, a visit history display section W12 that displays the history of visits to facilities and/or group facilities, and a detail field that displays detailed information about the customer. W13, and an update button W14 that is pressed when registering or updating customer information.

The face display section W11 displays either an image registered as customer information or an image captured by the imaging device 4 during a visit. Note that when a face image registered via a visitor terminal is registered, a configuration is preferable in which the face image is displayed preferentially.

The visit history display section W12 displays a facility visit history including the name of the facility visited last time by the visitor, the date and time of the visit, and the number of visits to the facility, and the facility name of the group facility visited last time by the visitor, the date and time of visit, and the number of visits to the facility. A group facility visit history including the number of visits to group facilities is displayed in a distinguishable manner.

The information providing unit 24 can attach an excellent flag to customer information that is determined to be an excellent customer based on the visit history and/or purchase history, and present the customer information to which the excellent flag has been attached in a distinguishable manner. can. Excellent flags include the number of visits in the visit history, the frequency of visits, the number of days from the previous visit being less than a specified number of days, the purchase amount in the purchase history, the total number of products or services purchased, the total number of types of products or services purchased, and the frequency of purchases. , the number of days since the previous purchase is less than or equal to a predetermined number of days, etc. Weights can be set for these pieces of history information, and a quality flag can be assigned as a result of calculating a degree of quality as an index indicating whether a customer is a good customer according to the weight. Different quality flags may be assigned depending on the quality and type of history information. This makes it possible to support customer service staff's communication behavior toward repeat customers and regular customers.

Further, the information providing unit 24 can attach a caution flag to a visitor who needs to be treated with caution, and present customer information to which the caution flag has been attached in a distinguishable manner. The caution flag is given via the customer service terminal 3 based on the customer service person's decision-making.

The details field W13 displays information based on the personal information field and attribute field included in the customer information. In the details field W13, sharing authority is assigned to each item, and only items permitted by the sharing authority are displayed. As the sharing authority, one or more selected from group facility ID, facility ID, and customer service ID can be granted. For example, an item for which the group facility ID is set as the sharing authority is permitted to be shared by the entire group facility, and an item for which the customer service ID is set as the sharing authority is permitted to be shared only by the individual customer service person.

When the update button W14 is pressed, a transition is made to an update screen (not shown) for updating customer information.

FIG. 5(b) shows a screen display example of the customer details screen W2. The customer details screen W2 is displayed by selecting the customer information display section W10. The customer details screen W2 has a detail field W21 for displaying and inputting information corresponding to items set via the item setting screen W3, which will be described in detail later.

The display/non-display of the detail field W21 is controlled according to the sharing authority set for each item. The details field W13 in which sharing authority is granted to the group facility is displayed on all the customer service terminals 3 belonging to the group facility specified by the group facility ID. The details field W13 in which sharing authority is granted to the facility is displayed on the customer terminal 3 at the facility specified by the facility ID. The details field W13 in which the customer service person is given sharing authority is displayed on the customer service person terminal 3 specified by the customer service person ID.
As a result, menus that correspond to the "usual" at the facility can be shared only within the facility, and records of conversations such as hobbies with visitors can be confirmed only by the individual customer service person. It becomes possible to manage customer information.

The details field W13 may display the name of the customer service person who instructed and input the processing related to registration, update, and deletion, and the date and time of execution of the processing.

FIG. 6 shows a screen display example of the item setting screen W3. The item setting screen W3 includes an item input section W31 that accepts setting input for an item in a detail field, an input format setting section W32 that accepts input format setting for the item, and an edit button W33 that accepts editing of the item and input format. , is provided. Item input section W31 accepts setting input for adding arbitrary items to detail fields W13 and W21. The input format setting section W32 accepts settings regarding the input format, such as whether the item is in a text format or a selection format such as a pull-down tab. In the selection format, input of settings for selectable selection tabs is also accepted. The sharing authority for each item can be further set by pressing the edit button W33. Note that the items that can be set on the item setting screen W3 may be limited to attribute fields in the details field.

The input format setting unit W32 may accept settings using image data as the input format. For example, if the item is a pet, image data of the customer's pet can be input.

The customer service support system 1 can further include a customer service person identification unit 25. The customer service person identification unit 20 can identify the customer service person who has come to work at the facility and the customer service person who has left the facility by facial recognition, and can store the attendance record of the customer service person in the storage unit DB.

The registration reception unit 21 associates the customer service person's face information with the customer service person ID and stores the customer service person information in the storage unit DB.

The customer service person identifying unit 20 identifies the customer service person based on the result of authentication processing of the customer service person's facial image captured by the imaging device 4 and facial information. The customer service person specifying unit 20 stores the specified time as the customer service person's attendance time as the customer service person's attendance record. At this time, the customer service person's status in the customer service information is updated to "work". When the customer service person specifying unit 20 identifies a customer service person whose status is "work", the customer service person specifying unit 20 stores the attendance record by setting the time as the time when the customer service person leaves work. At this time, the customer service person's status in the customer service information is updated to "clocking out." The imaging device 4 may further include a temperature measuring means, and may also store the body temperature of the customer whose temperature is measured by the temperature measuring means as an attendance record.

The information providing unit 24 can provide the visitor's customer information to the customer service terminal 3 operated by the customer service person whose status is "At work". The information providing unit 24 may be able to set whether or not to provide customer information to the customer service terminal 3 that is not at work.

As described above, according to the present invention, it is possible to provide a customer service support system and a customer service support method that can suitably share visitor information with each customer service person in a facility. The present invention is not limited by the industry type of the facility to which it is applied, and is applicable to customer service support in various facilities.

1 Customer service support system 2 Support device 21 Registration reception unit 22 Customer identification unit 23 Information update unit 24 Information provision unit 25 Customer identification unit 26 History information acquisition unit 3 Customer service terminal 4 Imaging device DB Storage unit NW Communication network

Claims (8)

A customer service support system that supports customer service to visitors to a facility,
A customer service support device comprising a registration reception section, a customer identification section, and an information provision section;
A terminal device operated by a customer service person at the facility,
The registration reception unit receives registration regarding facility-related information regarding the facility and the customer service staff at the facility, and customer information including face information of visitors, and stores the registration in the storage unit,
The customer identification unit identifies the customer information based on the result of authentication processing of a face image of a visitor's face based on the face information,
The information providing unit is a customer service support system that provides the specified customer information to one or more of the terminal devices operated by each customer service person specified by the facility related information. comprising an information update unit that receives information input regarding registration and/or update of detailed fields in the customer information via the terminal device;
The information providing unit notifies and/or provides each of the one or more terminal devices specified by the facility related information about the registered and/or updated information in the detail field. customer service support system. The information update unit grants sharing authority for each facility and each customer service person in the details field,
The customer service support system according to claim 2, wherein the information providing unit provides the details field to the terminal device having the sharing authority. The facility related information has information regarding a group facility including multiple facilities,
The information update unit grants sharing authority for each group facility in the detail field,
The customer service support system according to claim 2 or 3, wherein the information providing unit provides the details field to the terminal device having sharing authority for the group facility. The facility related information has information regarding a group facility including multiple facilities,
The customer information includes history information regarding visits to the facility and history information regarding visits to the group facilities,
The customer service support system according to claim 1, wherein the information providing unit displays and provides history information of the facility and the group facility in a distinguishable manner. The history information includes a visit history related to the visitor's visit and a purchase history related to purchases at the facility,
6. The customer service support system according to claim 5, wherein the information providing unit provides and provides a good flag indicating that the customer is a good customer in the customer information based on the visit history and/or the purchase history. The registration reception unit accepts registration of customer service information including face information of the customer service person,
The customer identification unit identifies the customer service person based on the result of authentication processing of a face image of the customer service person's face based on the facial information,
The customer service support system according to claim 1, wherein the information providing unit allows provision of customer information to a terminal device operated by the specified customer service person. A customer service support method for supporting customer service to visitors to a facility, the method comprising:
A computer executes a registration reception process, a customer identification process, and an information provision process,
The registration reception step receives registration regarding facility-related information regarding the facility and the customer service staff at the facility, and customer information including face information of the visitor, and stores the registration in the storage unit;
The customer identification step identifies the customer information based on the result of authentication processing of a face image of the visitor's face based on the face information,
In the customer service support method, the information providing step provides the specified customer information to one or more terminal devices operated by each of the customer service personnel specified by the facility related information.