JP2024016561A - Information processing device, inquiry response instruction system, inquiry response instruction method, and program - Google Patents

Abstract

An object of the present invention is to appropriately respond to inquiries from customers at a retail store, and to quickly determine staff members who can respond immediately. [Solution] An information processing device according to an aspect of the present disclosure includes an acquisition unit that acquires inquiry information regarding an inquiry from a customer of a retail store, a content of the inquiry included in the inquiry information, and a retail store regarding the retail store. and a determining unit that determines a staff member to respond to the inquiry based on the information and staff information regarding the staff member of the retail store. [Selection diagram] Figure 6

Description

The present disclosure relates to an information processing device, an inquiry response instruction system, an inquiry response instruction method, and a program that respond to inquiries from customers at a retail store.

2. Description of the Related Art In retail stores, customers may make various inquiries, such as inquiries about products, inquiries about stores, and inquiries about store staff. Various techniques have been developed to respond to such inquiries.

For example, Patent Document 1 discloses a device that is connected to a customer terminal used by a customer and a business terminal used by staff via a communication network, and automatically provides customer service according to the customer's reaction even if the staff who can serve the customer is absent. An information processing device that can perform the following is disclosed.

Patent No. 7057594

In retail stores that handle many types of products, the content of inquiries is wide-ranging. Therefore, depending on the content of the inquiry, there may be a limit to the number of staff members who can appropriately respond to the inquiry. Furthermore, due to various reasons such as being absent from work, out of town, or engaged in other duties, the appropriate staff member may not be able to respond immediately to the inquiry. For this reason, it is required to promptly determine staff members who can appropriately respond to inquiries and who can respond immediately.

The present disclosure provides an information processing device, an inquiry response instruction system, and an inquiry response instruction method that can appropriately respond to customer inquiries at a retail store and quickly determine the staff who can respond immediately. , and programs.

An information processing device according to an aspect of the present disclosure includes an acquisition unit that acquires inquiry information regarding an inquiry from a customer of a retail store, the content of the inquiry included in the inquiry information, retail store information regarding the retail store, and the The retail store includes a determining unit that determines a staff member who will respond to the inquiry based on staff information regarding the staff member of the retail store.

An inquiry response instruction system according to an aspect of the present disclosure acquires inquiry information regarding an inquiry from a customer of a retail store, and includes the content of the inquiry included in the inquiry information, retail store information regarding the retail store, and the retail store. an information processing device that determines a staff member to respond to the inquiry based on staff information regarding the staff member, and instructs a terminal device of the staff member to respond to the inquiry; and an information processing device that notifies the staff member of the instruction. and a terminal device.

An inquiry response instruction method according to an aspect of the present disclosure is an inquiry response instruction method executed by an information processing device that issues an instruction to respond to an inquiry from a customer of a retail store, the method includes acquiring inquiry information regarding the inquiry, A staff member who will respond to the inquiry is determined based on the content of the inquiry included in the inquiry information, retail store information about the retail store, and staff information about the staff of the retail store, and the staff member is instructed to respond to the inquiry. Give corresponding instructions.

An inquiry program according to one aspect of the present disclosure acquires inquiry information regarding an inquiry from a customer of a retail store, and includes content of the inquiry included in the inquiry information, retail store information regarding the retail store, and staff of the retail store. A computer is caused to execute a procedure of determining a staff member to respond to the inquiry based on staff information regarding the inquiry, and instructing the staff member to respond to the inquiry.

According to the present disclosure, it is possible to appropriately respond to inquiries from customers at a retail store, and to promptly determine staff members who can respond immediately.

A diagram showing an example of the configuration of an inquiry handling instruction system according to an embodiment of the present disclosure A diagram showing an example of the configuration of an information processing device Diagram showing an example of the configuration of a store terminal Diagram showing an example of the hardware configuration of a computer Flowchart explaining an example of the operation of the inquiry response instruction system when receiving an inquiry from a customer Flowchart illustrating decision processing by the information processing device

Hereinafter, each embodiment of the present disclosure will be described in detail with reference to the drawings. However, detailed explanations of matters that are already well known or redundant explanations of substantially the same configurations may be omitted.

[overall structure]
FIG. 1 is a diagram illustrating an example of the configuration of an inquiry handling instruction system 100 according to an embodiment of the present disclosure. As shown in FIG. 1, the inquiry handling instruction system 100 includes an information processing device 1 and a plurality of store terminals 2. Note that the inquiry response instruction system 100 is assumed to be used in a retail chain having multiple stores. A retail chain is comprised of a plurality of stores S and a headquarters facility HQ that provides operational instructions to each store. An information processing device 1 is installed in the headquarters facility HQ, and a store terminal 2 is installed in each of the plurality of stores S.

The store terminal 2 may be a stationary computer such as a desktop PC (Personal Computer), or may be a mobile computer such as a smart device or a tablet terminal. The store terminal 2 may be installed at a predetermined location in the store S (for example, near the store entrance, near the cash register, inside the sales floor, etc.), or may be held by each staff member. When the store terminal 2 is held by a staff member, information indicating which store terminal 2 is used by which staff member may be generated as appropriate and transmitted to the information processing device 1. The information processing device 1 and the plurality of store terminals 2 are communicably connected with or without a public network such as the Internet.

The inquiry response instruction system 100 is a system that gives instructions to staff working at a store to respond to inquiries from customers of a retail chain. Note that in this specification, the term "staff" includes all personnel working at each store, regardless of position. In other words, the staff may include managers such as store managers and department heads. Furthermore, the staff may include not only those who work on the sales floor, but also those who are engaged in cleaning and organizing parking lots. Furthermore, the staff may also include personnel working at a call center that receives inquiries about the store.

Inquiries from customers include various inquiries regarding products, stores, staff, etc. Customers are expected to make inquiries to staff, for example, directly at the store or online using chat, video calls, etc. Alternatively, a customer may make an inquiry by using an application (hereinafter referred to as a "retail chain app") that a retail chain independently provides to attract customers or promote sales.

[Configuration of information processing device 1]
FIG. 2 is a diagram showing an example of the configuration of the information processing device 1. As shown in FIG. As shown in FIG. 2, the information processing device 1 is a computer including a communication section 11, a storage section 12, and a control section 13.

The communication unit 11 is a communication device for communicating with a plurality of store terminals 2.

The storage unit 12 is a storage device such as an HDD (Hard Disk Drive), an SSD (Solid State Drive), or a flash memory. The storage unit 12 stores data necessary for various processes executed by the information processing device 1, programs executed by the control unit 13, and the like.

The storage unit 12 includes a staff database (DB) consisting of information about staff working at each store S of the retail chain, a retail store DB consisting of information about the stores of the retail chain, and a database containing information about customers of the retail chain. A customer database has been constructed.

The staff DB records the operating status of all staff members belonging to a retail chain, as well as each staff member's department, position, authority, work experience, store format, and product field in charge.

The operating status of all staff indicates the operating status of all staff at the time the inquiry is received. Specifically, the operating status includes information such as whether each staff member is at work, whether they are working from home, which store they are working at, what kind of work they are currently doing, and where their current location is. It includes information such as whether the person is on the sales floor, in the warehouse, or out.

Further, the operating status may include information indicating whether or not the user can immediately respond to an inquiry. Judging whether or not each staff member is available to respond to an inquiry will be based on information such as whether each staff member is at work, whether they are working from home, which store they are working at, what kind of work they are currently doing, and the following information: The information processing device 1 or the store terminal 2 owned by the staff may automatically perform the process based on information indicating the location, etc., or the staff themselves may set a flag indicating whether or not they are available to respond to the store terminal 2. You can also input it via

The operating status can be measured using, for example, an attendance management system (not shown) installed at each store, an operation management system in which each staff member inputs their own operating schedule from the store terminal 2, or sensors installed inside the store or warehouse. A monitoring system that monitors the current location and work status of each staff member based on the output from (cameras, motion sensors, beacons, sensors that measure Wi-Fi (registered trademark) and Bluetooth (registered trademark) radio field strength, etc.) , etc., and is registered in the staff DB of the storage unit 12 at any time.

The department and position of each staff member indicates the department to which each staff member currently belongs and the current position of each staff member.

Authority indicates the authority that each staff member has, which is determined by department or position.

Whether or not each staff member has work experience indicates whether or not each staff member has experience of being involved in multiple jobs.

The format includes the store's product composition (what products are sold), planograms (which products are displayed on which shelves), and floor layout (how shelves, aisles, cash registers, customer counters, etc. are arranged). Indicates whether the The formats are pre-classified into several patterns, including store size, location (address, transportation access, etc.), customer type for each store (family composition, housing type, residential location, preferences, etc.), Determined by product trends etc. The format for each store is set in advance by the staff of each store, for example, and registered in the retail store DB of the storage unit 12. For example, if there are five formats A, B, C, D, and E, the format indicates which format A, B, C, D, or E each store corresponds to.

In this embodiment, it is assumed that the format of the store where the staff member currently works is registered in the staff DB as the format of the store where the staff member currently works. However, the present disclosure is not limited thereto. For example, store formats may be additionally registered each time a staff member is transferred, and the staff may also be able to refer to the formats of stores where they have worked in the past.

Furthermore, in the case where a staff member works at a call center, the presence or absence of work experience at a physical store may be registered as the presence or absence of work experience, and the format of the physical store where the staff has work experience may be registered as the format of the store where the staff member works.

The product field in which each staff member is responsible is input in advance by each staff member or the superior of the store where each staff member works, and is registered in the staff DB of the storage unit 12. Information regarding the product field in which a staff member is responsible is used to determine whether or not the staff member can respond when a customer inquires about a product in a specific field. It is assumed that the product field that the staff member is currently in charge of is entered, but this is not limited to this. For example, each time the product field in charge of a staff member changes, the product field in charge may be additionally input, and past product fields in charge may also be referred to.

The formats of all stores belonging to a retail chain are registered in the retail store DB.

In addition to personal information such as a customer's address and contact information, the customer DB also records purchase history, trends in purchased products, current location information, and the like. Among these pieces of information, personal information is generated, for example, when a customer becomes a member of a retail chain or when the customer enters the information themselves via a retail chain app. Purchase history and current location information are generated by the POS system, monitoring system, etc. installed in the store, and are registered in the customer DB.

The control unit 13 is, for example, a processor such as a CPU (Central Processing Unit), and implements various functions by reading out and executing desired programs and necessary information from a storage device such as the storage unit 12.

The control unit 13 includes an acquisition unit 131, a determination unit 132, and an instruction unit 133 as functional blocks.

The acquisition unit 131 acquires inquiry information regarding inquiries from customers of the retail chain. The inquiry information includes content information regarding the content of the inquiry, information regarding the store that received the inquiry, information regarding the staff member who accepted the inquiry, information regarding the customer who made the inquiry, and the like.

The content information is, for example, information indicating the content of the inquiry in text format, or information indicating the applicable keywords among pre-classified inquiry categories or keywords applicable to the inquiry. The content information is generated, for example, when a staff member who has received an inquiry inputs text indicating the content of the inquiry using the store terminal 2, or selects a category or keyword corresponding to the content. Alternatively, the content information may be generated by transcription processing based on customer voice data generated by a microphone included in the store terminal 2.

Information about the store that accepted the inquiry, information that identifies the staff member who accepted the inquiry, and information about the customer who made the inquiry may be collected by the staff member himself/herself via the store terminal 2, for example, when the staff member receives the inquiry from the customer. It is generated by inputting information indicating that the inquiry has been received along with information regarding the contents of the inquiry. Note that when a customer makes an inquiry via a retail chain application or the like, the customer may be able to input information that identifies the store to which the inquiry is made and the customer himself/herself when inputting the inquiry.

The determining unit 132 determines the staff member who will respond to the inquiry based on the various information acquired by the acquiring unit 131. The number of staff members determined by the determining unit 132 may be one or more. Details of how the determining unit 132 determines the staff will be described later.

The instruction unit 133 instructs the staff member determined by the determination unit 132 to respond to the inquiry. When the decision unit determines multiple staff members, the instruction unit 133 may give the same instructions to all staff members, or may give different instructions to the staff members who actually respond to the staff and the staff members who are on standby for the response. You may give instructions. Details of how the instruction unit 133 instructs the staff will be described later.

[Store terminal 2]
As described above, the store terminal 2 is a stationary computer installed in the store S or a mobile computer held by each store employee. FIG. 3 is a diagram showing an example of the configuration of the store terminal 2. As shown in FIG.

As shown in FIG. 3, the store terminal 2 includes a display section 21, an operation section 22, a storage section 23, a communication section 24, and a control section 25.

The display unit 21 is a display device such as a liquid crystal display or an organic EL (Electro-Luminescence) display. The operation unit 22 is an operation device that accepts operations from staff working at the store. The operation unit 22 includes, for example, a keyboard, a mouse, a touch pad, various switches and buttons, and the like. A liquid crystal or organic EL display as the display section 21 and a touch pad as the operation section 22 may be overlapped to form a so-called touch panel.

The storage unit 23 is a storage device such as an HDD, SSD, or flash memory. The storage unit 23 stores data necessary for various processes executed by the store terminal 2, programs executed by the control unit 25, and the like.

The communication unit 24 is a communication device for communicating with the information processing apparatus 1.

The control unit 25 is, for example, a processor such as a CPU, and implements various functions by reading out and executing desired programs and necessary information from a storage device such as the storage unit 23.

[Computer hardware configuration]
Next, the hardware configuration of the computer that implements the information processing device 1 and the store terminal 2 will be explained.

FIG. 4 is a diagram showing an example of the hardware configuration of the computer 1000.

A computer 1000 includes an input device 1001 such as a keyboard, mouse, and touch pad, an output device 1002 such as a display and speakers, a CPU 1003, a ROM (Read Only Memory) 1004, a RAM (Random Access Memory) 1005, and a storage device such as an HDD or SSD. 1006, a reading device 1007 that reads information from a recording medium such as a DVD-ROM (Digital Versatile Disk Read Only Memory) or a USB (Universal Serial Bus) memory, and a transmitting/receiving device 1008 that communicates via a network, and each part is connected to a bus 1009. Connected by

Then, the reading device 1007 reads the program from the recording medium recording the program for realizing the functions of each of the above devices, and stores the program in the storage device 1006. Alternatively, the transmitting/receiving device 1008 communicates with a system device connected to the network, and stores the program downloaded from the system device in the storage device 1006.

Then, the CPU 1003 copies the program stored in the storage device 1006 to the RAM 1005, and sequentially reads and executes instructions included in the program from the RAM 1005, thereby realizing each function of the information processing device 1 and the store terminal 2. Ru.

[Operation example]
<Overall operation example>
Next, an example of the operation of the inquiry response instruction system 100 according to the present embodiment will be described. FIG. 5 is a flowchart illustrating an example of the operation of the inquiry response instruction system 100 when an inquiry from a customer is received.

In step S1, the response instruction system 100 receives an inquiry from a customer.

When a staff member directly receives an inquiry from a customer, the staff inputs the inquiry information using the store terminal 2 while or after hearing the content of the inquiry from the customer. Note that the case where the staff directly accepts inquiries from customers includes both cases where the staff accepts inquiries from customers face-to-face and cases where the staff accepts inquiries from customers online using the store terminal 2.

Further, the staff may accept inquiries by inputting the details of the inquiry using the store terminal 2 installed in the store. Alternatively, inquiries may be received by the customer inputting the details of the inquiry themselves via a chatbot or the like using the store terminal 2 installed in the store. In this case, there may be no staff available to accept inquiries.

When inquiries are accepted via a retail chain app, etc., the customer launches the retail chain app using their own mobile device or PC, uses the inquiry input function, and enters the inquiry information themselves. ,Send. At this time, the customer needs to select the store that is the subject of the inquiry. At the store that is the subject of the inquiry, a notification may be made on the store terminal 2 indicating that there has been an inquiry from the customer. Inquiry information input by the customer is transmitted to the information processing device 1 via the network.

In either case, inquiry information is generated in response to an inquiry from a customer and transmitted to the information processing device 1.

In step S2, the information processing device 1 uses the inquiry information and information registered in various databases in the storage unit 12 to perform a determination process to determine a staff member who will respond to the inquiry. Details of the determination process will be explained using FIG. 6, which will be described later.

In step S3, the information processing device 1 performs a response instruction process to instruct the staff member determined in the determination process in step S2 to respond to the inquiry. Details of the response instruction process will be described later.

Thereby, the staff member who has been instructed to respond to the inquiry can promptly respond to the inquiry. Note that the response may be conducted face-to-face with the customer who made the inquiry, or may be conducted non-face-to-face via chat, video call, telephone, etc.

<Decision processing>
FIG. 6 is a flowchart illustrating the determination process performed by the information processing device 1.

In step S11, the information processing device 1 acquires information necessary for determining the staff member corresponding to the inquiry from the inquiry information and each DB of the storage unit 12.

In step S12, the information processing device 1 extracts a store with the same format as the store that received the inquiry from all stores belonging to the retail chain. Specifically, for example, if the store that has received the inquiry is of format A, the information processing device 1 may refer to the formats of all stores and extract stores of format A from among all the stores.

This provides the following effects. As described above, the format indicates the product configuration, product arrangement, floor layout, etc. of the store. Therefore, other stores with the same format as the store that received the inquiry have similar product configurations, product placement, floor layouts, etc., as the store that received the inquiry. When deciding which staff member will respond to an inquiry, first extract stores that have the same format as the store that received the inquiry, so that the staff working at the extracted stores can easily understand the content of the inquiry and find the best way to respond to the inquiry. You can expect the staff to be easy to deal with.

In step S13, the information processing device 1 refers to the extracted staff information of all stores and extracts a staff member suitable for the content of the inquiry.

For example, if the inquiry is about "products in the fruit and vegetable field," the information processing device 1 refers to the staff information of all the staff members at the extracted store, and extracts staff members whose product field is "fruit and vegetables." . For example, if the inquiry is about "complaints regarding cleaning," the information processing device 1 refers to the staff information of all the staff members at the extracted store, and checks whether they have received training on how to handle complaints or whether they have handled complaints in the past. Select staff with a wealth of experience.

If there are multiple staff members suitable for the content of the inquiry, the information processing device 1 extracts all the staff members who are suitable for the content of the inquiry.

In step S14, the information processing device 1 refers to the information regarding the extracted staff and further extracts staff who can immediately respond to inquiries from among the extracted staff.

The extraction in step S14 is performed based on the working status of the staff. For example, if a certain staff member is working at a store and it is clear from the operating status that he is doing light office work, the information processing device 1 determines that the staff member is available and extracts the staff member. . Furthermore, if it is clear from the operating status that a certain staff member is out of the house during delivery work, the information processing device 1 determines that the staff member is unavailable and does not extract the staff member. Further, if the working status of a certain staff member includes a flag indicating that the staff member can immediately respond to inquiries, the information processing device 1 extracts that staff member. The criteria for determining the staff to be extracted by the information processing device 1 may be set in advance.

If a plurality of staff members are extracted in step S14, these staff members become candidates for staff who can respond to the inquiry. In the following description, the staff extracted in step S14 will be referred to as candidate staff.

In step S15, the information processing device 1 ranks the candidate staff members extracted in step S14 based on the content of the inquiry, the operating status, and the product field in charge. For example, the information processing device 1 ranks candidate staff members who have responded to inquiries more often in the past. Furthermore, the information processing device 1 ranks candidate staff members with higher positions so that they are ranked higher. Further, if there is a candidate staff member who works at the store that received the inquiry, the information processing device 1 may rank the candidate staff member at the highest rank. Note that the ranking criteria can be freely set according to the store management policy of the retail chain, and may be set in advance by the administrator of the inquiry response instruction system 100 or the like.

In step S16, the information processing device 1 determines the corresponding staff member to actually handle the request from among the candidate staff members based on the ranking. For example, the information processing device 1 may select a predetermined number of top candidate staff members as corresponding staff members. The predetermined number of people can be set to an appropriate number, and may be one person or a plurality of people such as five people.

Through the above-described operations, the information processing device 1 can determine, from among all the staff of the retail chain, staff who can easily respond to inquiries and staff who can provide excellent responses as the corresponding staff. Furthermore, if there is a candidate staff member who works at the store that received the inquiry, the candidate staff member can be made to respond to the inquiry. Note that if there is a candidate staff member who works at the store that received the inquiry, the corresponding staff member may be determined based on the ranking from among the candidate staff members who work at other stores. In particular, in the determination process, by extracting stores that have the same format as the store that received the inquiry, it is possible to efficiently and accurately determine the corresponding staff member from among the large number of staff members belonging to the retail chain.

Additionally, in the decision-making process, instead of narrowing down all staff members to the one staff member best suited for the inquiry and then having them respond to the inquiry, multiple candidate staff members are extracted and the response is selected from among them. Determining the staff to be employed. Therefore, compared to the case where the staff is narrowed down to the one most suitable for the inquiry and then responds to the inquiry, the time required to determine the staff who will respond to the inquiry is relatively short. This can reduce the waiting time from when a customer makes an inquiry until the staff starts responding.

<Correspondence instruction processing>

The response instruction process will be explained below.

The information processing device 1 transmits an instruction to respond to the inquiry to a store terminal 2 owned by at least one of the corresponding staff members. As a specific example of the instruction, if a staff member is working at a store where a customer has made an inquiry, an instruction may be given to the customer to respond to the inquiry face-to-face.

In addition, as another specific example of the instructions, if the store where the customer who made the inquiry is located is different from the store where the corresponding staff works, chat on the customer's mobile device or the store terminal 2 closest to the customer. , instructions to respond by video call, telephone, etc. In the following description, for simplicity, sending an instruction to the store terminal 2 owned by the staff may be simply referred to as sending an instruction to the staff.

Furthermore, the information processing device 1 may further instruct the staff member who has received the inquiry from the customer to participate in responding to the inquiry at the same time as the instruction is given to the corresponding staff member, or may terminate the reception. You may also instruct them to move on to other tasks.

Among the responding staff, those to whom instructions are not sent are considered to be standby staff who respond in place of the staff to whom instructions are sent if it becomes difficult for them to respond for some reason.

Note that when there are multiple staff members determined in the determination process, the information processing device 1 uses a predetermined inquiry to determine which of them to send instructions to and which one to not send instructions to. The decision can be made based on the response policy.

As an example, the information processing device 1 may instruct only the staff member with the highest ranking given in the determination process among the multiple staff members. In this case, the information processing device 1 needs to wait for other candidate staff members because there is an inquiry, other staff members are responding to the inquiry, and depending on the case, it is necessary to respond. All you have to do is notify them.

While the corresponding staff member with the highest ranking given in the decision process is responding to the inquiry, the store terminal 2 of the corresponding staff member displays a display regarding the waiting candidate staff (the name of the waiting candidate staff member, the store, department, current operating status, etc.), or a display indicating that if the relevant staff member is unable to respond to the inquiry, a staff member on standby can be substituted to respond to the inquiry.

For example, if a staff member responding to an inquiry becomes unable to respond for some reason, the staff member can switch the response to one of the candidate staff members on standby by operating their own store terminal 2. It may be possible to do so. As a result, if, for example, the first staff member responds to an inquiry and it is discovered that the staff member is not suitable for the content of the inquiry, the staff member who first responded to the inquiry can be quickly replaced with another staff member who is more suitable. Therefore, it can be expected that customer satisfaction regarding inquiries will improve.

Further, as another example, the information processing device 1 may instruct all of the plurality of staff members to respond to the inquiry at the same time. When multiple staff members work at different stores, the information processing device 1 allows online group calls between store terminals 2 owned by the multiple staff members and mobile terminals owned by customers. You may be instructed to do so.

[action, effect]
According to the inquiry response instruction system 100 according to the embodiment described above, when an inquiry is received, format information indicating the store's product composition, product arrangement, floor layout, etc. We narrow down our staff to those who can best respond to inquiries. It is highly likely that the staff working at the stores extracted through this narrowing down will be able to easily understand the content of the inquiry and provide an appropriate response to the inquiry.

Therefore, according to the inquiry response instruction system 100, staff who are easily able to respond to inquiries and staff who can provide excellent responses can be determined as the response staff from among all the staff of the retail chain.

[Modified example]
The embodiments of the present disclosure have been described above. The embodiments described above are merely examples of the present disclosure, and the present disclosure can be modified in various ways within the scope of the claims in addition to the embodiments described above.

In the embodiment described above, a case has been described in which inquiries from customers are responded to one by one, but the present disclosure is also applicable to cases where, for example, multiple inquiries are received from the same customer at once. .

When receiving multiple inquiries from the same customer at once, the information processing device independently determines and instructs the staff who will respond to the first inquiry and the second inquiry. Then, while the staff responding to the first inquiry is responding to the inquiry, information regarding the staff responding to the second inquiry is sent to the store terminal 2 of the corresponding staff, and the response to the first inquiry is completed. You can then instruct the staff member who handles the second case to handle it.

The present disclosure is useful as an information processing device that instructs a retail chain to respond to inquiries from customers.

100 Response instruction system 1 Information processing device 11 Communication unit 12 Storage unit 13 Control unit 21 Display unit 22 Operation unit 23 Storage unit 24 Communication unit 25 Control unit 131 Acquisition unit 132 Determination unit 133 Instruction unit 2 Store terminal

Claims (14)

an acquisition unit that acquires inquiry information regarding inquiries from customers of the retail store;
a determining unit that determines a staff member to respond to the inquiry based on the content of the inquiry included in the inquiry information, retail store information about the retail store, and staff information about the staff of the retail store;
An information processing device comprising: The retail store information includes information regarding the product configuration and product arrangement of the retail store.
The information processing device according to claim 1. The retail store information of the plurality of retail stores is classified into one of a plurality of patterns,
The determining unit determines the corresponding staff member from among the staff members of all retail stores that are classified into the same pattern as the retail store that received the inquiry.
The information processing device according to claim 1 or 2. The determining unit determines the responding staff from among the staff of the first retail store that has received the inquiry, and when the responding staff cannot be determined from among the staff of the first retail store, determining the corresponding staff from among the staff of other retail stores that are classified into the same pattern as the retail store;
The information processing device according to claim 3. Setting the retail store information for each of the plurality of retail stores based on at least one of information regarding customers of the retail store, information regarding the location of the retail store, and information regarding the industry of the retail store. further comprising:
The information processing device according to claim 3. The information regarding the customer of the retail store includes information indicating the customer's family structure and the customer's residence type.
The information processing device according to claim 5. The information regarding the location of the retail store includes information indicating the location of the retail store, the location of the residence of the customer of the retail store, and transportation access.
The information processing device according to claim 5. The information regarding the business type of the retail store includes information indicating trends and changes in the preferences of customers of the retail store.
The information processing device according to claim 5. The determining unit determines a plurality of candidate staff members who are candidates for the handling staff member, and assigns a ranking to each of the determined candidate staff members based on the degree of suitability for the inquiry, and selects a predetermined number of staff members with the highest rankings. determining the candidate staff of as the corresponding staff;
The information processing device according to claim 1. further comprising an instruction unit that instructs the response staff to respond to the inquiry,
The instruction unit gives the instruction to the corresponding staff member having the highest rank, and notifies information regarding other corresponding staff members.
The information processing device according to claim 9. The instruction unit gives the instructions to all of the corresponding staff,
The information processing device according to claim 10. Obtaining inquiry information regarding an inquiry from a customer of a retail store, and responding to the inquiry based on the content of the inquiry included in the inquiry information, retail store information regarding the retail store, and staff information regarding the staff of the retail store. an information processing device that determines a corresponding staff member and instructs a terminal device owned by the corresponding staff member to respond to the inquiry;
a terminal device that notifies the corresponding staff of the instructions;
An inquiry response instruction system equipped with. An inquiry response instruction method executed by an information processing device that issues instructions to respond to inquiries from customers of a retail store, the method comprising:
Obtain inquiry information regarding the inquiry,
determining a staff member to respond to the inquiry based on the content of the inquiry included in the inquiry information, retail store information regarding the retail store, and staff information regarding the staff at the retail store;
instructing the corresponding staff to respond to the inquiry;
How to instruct inquiries. Obtain inquiry information regarding inquiries from retail store customers,
determining a staff member to respond to the inquiry based on the content of the inquiry included in the inquiry information, retail store information regarding the retail store, and staff information regarding the staff at the retail store;
instructing the corresponding staff to respond to the inquiry;
make the computer perform the steps,
program.

Images