JP4257634B2 - Customer support system and information providing server - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer support system and an information providing server, and in particular, a customer support system capable of searching for location information of a store that stocks products desired by a customer and transmitting it to a mobile terminal carried by the customer. And an information providing server.
[0002]
[Prior art]
In a conventional computer network for person intermediation, a user who wants to find a desired partner is provided with a registration means for registering self data and desired data in each computer terminal, and the registered desired data is compared with the partner data. An adaptor list creating means for displaying a list of partners with high suitability on the display means, and a specific partner from the adaptor list displayed on the display means via the character / symbol information transmitting / receiving means or the image information transmitting / receiving means. Thus, a message including character symbols, voices, and images can be transferred to the other computer terminal through the information transmission network, and a real-time application can be made if the other is possible. Then, it is possible to search for a desired partner with high accuracy without labor and cost (see, for example, Patent Document 1).
[0003]
Further, in the conventional electronic mediation system and the method thereof, the information management means for receiving the setting information set by the user and holding the setting information for each user, the first setting information of the first user, and the second Information that mediates between the personal information included in the first and second setting information under the conditions included in the first and second setting information without disclosing the user's second setting information. And an intermediary means. Therefore, it is possible to exchange personal information by electronically mediating unknown users without disclosing the user personal information (see, for example, Patent Document 2).
[0004]
In addition, conventional inter-individual merchandise brokerage methods and devices consist of information such as the product to be purchased, product information such as model name, purchase conditions, desired purchase price, purchaser's name, address contact information, and email address. Sales information consisting of information such as purchase information, product information such as product name, model name, etc., sales conditions, desired sales price, sales applicant's name, address contact information, e-mail address, etc. are registered on the magnetic disk. When the purchase information is registered, the sales information registered in advance is searched, and the product list including portions other than the information regarding the sales applicant among the sales information data that meets the conditions is presented to the user. By selecting a favorite product from among them, information such as the name, address, contact information, and email address of the person who registered the product is obtained, and contact with the other party and product transactions are performed. There. Therefore, both users of purchase and sale can participate equally, it is possible to narrow down the products according to the conditions, and it is possible to ensure the privacy of the users (for example, see Patent Document 3).
[0005]
Further, in the conventional product inventory notification system and method thereof, the inventory product information is input to the storefront terminal device and transmitted to the server, the desired product information input by the customer is transmitted from the mobile phone to the server, and the inventory product information And the desired product information are collated, and if the product information of both matches, an authentication code is transmitted to the mobile phone and the storefront terminal device. When the customer approaches the storefront terminal device while strolling, the communication devices of each other start communication by the short-range wireless communication means, and the mobile phone receives the authentication code from the storefront terminal device and the authentication code received from the server If the two verification codes match, the received product information is notified to the user. Therefore, when a user carrying a mobile phone approaches a store that stocks the desired product, it is possible to notify the user of information on the desired product (for example, patents). Reference 4).
[0006]
[Patent Document 1]
Japanese Patent Laid-Open No. 06-19926 (page 1-2, FIG. 1)
[0007]
[Patent Document 2]
JP 09-179910 A (page 1-3)
[0008]
[Patent Document 3]
Japanese Patent Laid-Open No. 11-7647 (page 1-3)
[0009]
[Patent Document 4]
JP 2002-149773 A (page 1-5, FIG. 1)
[0010]
[Problems to be solved by the invention]
However, in the person intermediary computer disclosed in Japanese Patent Application Laid-Open No. 06-19926, a user who wants to find a desired partner registers his / her own data and desired data, and is specified in a partner list highly compatible with the desired data. It is possible to send e-mails, voices, and images to the other party, but notify the store where the customer stocks the desired product in a shopping mall or the like, There is a problem that the list of stores closest to the customer cannot be notified to the customer. Further, on the store side, there is a problem that the information of the customer who wants the desired product (distance from the store, customer information) cannot be obtained.
[0011]
In addition, the electronic mediation system and method disclosed in Japanese Patent Application Laid-Open No. 09-179910 can exchange personal information by electronically mediating unfamiliar users without revealing individual users. However, it is not possible to notify the customer of stores where the customer stocks the desired product in a shopping mall, etc., or to notify the customer of a list of stores with the cheapest products or stores closest to the customer. This causes a problem. In addition, there is a problem that the store side cannot obtain information on customers who want the desired product. In addition, there is a problem that it is not possible to easily match those in demand and supply.
[0012]
Further, in the method and apparatus for interpersonal merchandise sales disclosed in Japanese Patent Laid-Open No. 11-7647, purchase information such as product information to be purchased, purchase applicant / purchase desired price, product information to be sold, and sales applicant・ Sales information such as desired sales price is registered in the database, product information that meets the conditions, only the desired sales price is presented to the purchaser, and the desired product information is selected by selecting the desired product. In the shopping mall, etc., the customer is notified of the store where the desired product is in stock, the store where the product is the cheapest, and the closest to the customer. There is a problem that a list of a store or the like cannot be notified to a customer. In addition, there is a problem that the store side cannot obtain information on customers who want the desired product.
[0013]
In addition, in the product inventory notification system and method disclosed in Japanese Patent Application Laid-Open No. 2002-149773, when a product desired by a customer matches a product owned by a store, the customer is notified by a mobile phone. It is possible to provide a service to attract customers to the store, but in the shopping mall etc., the customer notifies the customer of the store where the desired product is in stock, or the store where the product is the cheapest, closest to the customer There is a problem that it is impossible to notify the customer of the list of stores in the store. In addition, there is a problem that the store side cannot obtain information on customers who want the desired product.
[0014]
The present invention has been made in view of such circumstances, and searches for a product that matches or resembles a product desired by a customer, and stores the location information and the product name of the store that stocks the product via a communication device. By transmitting to the mobile terminal carried by the customer himself, it becomes possible for the customer to see the location information of the store displayed on the display means of the mobile terminal, and the product desired by the customer or the product desired by the customer It is possible to know that similar products are being sold at stores in the shopping mall, and in addition, when the customer purchases the product or when the customer goes out of the shopping mall, the inventory product information Another object of the present invention is to provide a customer support system and an information providing server that can organize and update customer information.
[0015]
In addition, the present invention searches for a product that matches or resembles the product desired by the customer, and transmits the location information and product name of the store in which the product is in stock to the communication device, so that the customer existing nearby carries it. Customer information that enables the transmission of location information of stores that stock products to mobile terminals, and also enables the updating of stock product information and customer information when the management time limit of stock product information has passed. It aims at providing the information provision server of a support system.
[0018]
[Means for Solving the Problems]
in frontIn order to achieve the purpose, claims1The invention described in the above is a customer attraction support system capable of searching for location information of a store that stocks a product desired by a customer in each store of a predetermined shopping mall and transmitting it to a mobile terminal carried by the customer A communication device provided in each store of the shopping mall, wherein the first receiving means receives customer information about a desired product by performing short-range wireless communication with a mobile terminal carried by the customer; The first transmission means for transmitting the location information where the communication device exists and the received customer information to the information providing server, the stock holding information from the information providing server, and the location information of the store that stocks the product, Second receiving means for receiving the received inventory holding information and position information of the store in which the goods are in stock are transmitted to the portable terminal by performing short-range wireless communication; A communication disconnection detecting means for detecting disconnection of the mobile terminal carried by the customer and the wireless communication performed until then, and a wireless communication disconnection information indicating the detected disconnection of the wireless communication is transmitted to the information providing server. A first recording for associating and recording a communication device comprising: a communication device, inventory product information describing a saleable product, and location information of a store that stocks the saleable product Means, third receiving means for receiving the location information of the communication equipment, customer information about the desired product, and wireless communication disconnection information from the communication equipment, and second recording means for recording the received customer information When the customer information is received, the inventory holding information including a product that matches or is similar to the desired product included in the received customer information is retrieved from the inventory product information recorded in the recording means. A search means; a fourth transmission means for transmitting the searched inventory holding information; and a location information of the store recorded in association with the inventory holding information in the recording means; and the received wireless communication disconnection The information providing server includes an updating unit that deletes the customer information recorded in the second recording unit based on the information.
[0019]
According to the present invention, the customer support system performs wireless communication with a mobile terminal carried by a customer, receives customer information regarding a desired product, and provides information on the location information of the communication device and the received customer information. Sends to the server, receives inventory holding information and location information of the store that stocks the product from the information providing server, and sends the received stock holding information and location information of the store that stocks the product to the mobile terminal A communication device that detects that the wireless communication that has been performed with the mobile terminal carried by the customer has been disconnected, and transmits wireless communication disconnection information indicating the detected disconnection of the wireless communication to the information providing server; When the location information of the device and customer information about the desired product are received from the communication device, it matches the desired product included in the customer information received from the inventory product information recorded in the recording means. Is related to searching inventory holding information including similar products, transmitting the store location information recorded in association with the searched inventory holding information to the communication device, and receiving wireless communication disconnection information from the communication device. Since it has an information providing server that updates customer information, it is possible to update customer information on the server when the customer leaves the shopping mall, etc. Can be stored and utilized.
[0021]
According to the present invention, when the information providing server receives the customer information including the location information where the communication device exists and the customer information related to the desired product from another communication device, the information providing server includes the inventory product information recorded in the recording unit. The inventory holding information including a product that matches or is similar to the desired product included in the customer information received from is searched, and the location information of the store recorded in association with the searched inventory holding information is transmitted to the communication device, The management deadline of inventory product information recorded in the recording means is compared with the current time to determine whether the management deadline has passed. If it is determined that the management deadline has passed, the management deadline The inventory product information recorded in association with is deleted, so when the management period of the inventory product information expires, unnecessary data is organized by updating the inventory product information and customer information Te, it is possible to use and store only the necessary data.
[0022]
  AboveIn order to achieve the object, the claims2The present invention is an information providing server capable of searching for location information of a store that stocks a product desired by a customer at each store in a predetermined shopping mall, and describes a product that can be sold. A first recording means for associating and recording inventory product information that is stored and location information of a store that stocks the sellable product, and a communication device provided in each store of the shopping mall, From a communication device that performs short-range wireless communication with a mobile terminal carried by a customer and receives customer information related to the desired product, customer information regarding the location information of the communication device and the desired product, product purchase information, and product Sales information,as well asReceiving means for receiving wireless communication disconnection information, second recording means for recording the received customer information, and receiving the customer information, the inventory product information recorded in the first recording means Search means for searching for inventory holding information including a product that matches or is similar to the desired product included in the received customer information, the searched inventory holding information, and associating the inventory holding information with the first recording means Transmitting means for transmitting the recorded location information of the store to the communication device, updating means for deleting the customer information recorded in the second recording means based on the received wireless communication disconnection information, and the received product Update means for updating customer information or inventory product information based on purchase information,as well asAnd updating means for updating customer information or inventory product information based on the received product sales information.
[0023]
  According to the present invention, when the information providing server receives the customer information including the location information on the communication device and the information on the desired product from another communication device, the information providing server receives from the inventory product information recorded in the recording means. Search inventory holding information including products that match or similar to the desired product included in the customer information, and send the location information of the store recorded in association with the searched inventory holding information to the communication device. When wireless communication disconnection information is received from a communication device, customer information is updated based on the received wireless communication disconnection information. When product purchase information is received from another communication device, the received product purchase is received. Update customer information or inventory product information based on the information,Also,When product sales information is received from other communication devices, customer information or inventory product information is updated based on the received product sales information. In the case of going outside, inventory product information and customer information can be organized and updated.
  Claim3As described above, in the customer attraction support system according to claim 1, the customer information includes a product name of a desired product that the customer desires to purchase or a keyword indicating the desired product.
  Claim4As described above, in the customer attraction support system according to claim 1, the customer information includes purchase intention information of a desired product that the customer desires to purchase.
  Claim5As described above, in the customer support system according to claim 1, the customer information includes a facial photograph of the customer.
  Claim6As shown in claim 1,3, 4 or 5In the customer attraction support system according to claim 1, the information providing server is a store that is recorded in association with the searched inventory holding information, and is for a communication device of a store that exists near a customer that carries the mobile terminal. Customer information is transmitted, and the communication device includes display means for displaying the customer information received from the information providing server.
[0024]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, preferred embodiments of a customer attraction support system and an information providing server according to the present invention will be described in detail with reference to the accompanying drawings.
[0025]
FIG. 1 shows an overall configuration diagram of a customer support system according to the present invention.
[0026]
As shown in the figure, the customer support system includes a PDA 30 carried by the customer 10, personal computers 80, 80A provided at the entrance of a shopping mall or a store, personal computers 80, 80A, etc. A server 90 capable of performing transmission / reception is provided.
[0027]
The PDA 30 and personal computers 80, 80A, etc. carried by the customer 10 are provided with short-range wireless communication means based on communication standards such as Bluetooth, and can transmit and receive information between devices. It has become. The PDA 30 may be a small personal computer that can be easily carried, or may be a portable terminal such as an electronic notebook, a mobile phone, or an electronic camera.
[0028]
The personal computers 80, 80 </ b> A, and the like have a communication interface such as a LAN or the Internet that can exchange information with the server 90 and can exchange information with the server 90. It is possible.
[0029]
The outline processing operation of the customer attraction support system according to the present invention will be described below.
[0030]
The PDA 30 carried by the customer wirelessly communicates with the personal computer 80 or the like, and transmits customer information including information on the product that the customer desires to purchase and the customer's own face photograph to the personal computer 80. Next, the personal computer 80 transmits the position information of the personal computer 80 and the customer information to the server 90.
[0031]
In the server 90, the inventory holding information including a product that matches or is similar to the desired product included in the received customer information is searched from the inventory product information recorded in the recording means, and the searched inventory holding information and recording are performed. The store location information recorded in association with the inventory holding information and the customer's own face photograph are transmitted to a communication device such as a personal computer 80.
[0032]
The communication device such as the personal computer 80 displays the received customer's own face photograph on the display means, and transmits the stock holding information received from the server 90 and the location information of the store in which the goods are stocked to the customer's PDA 30.
[0033]
The PDA 30 that has received the inventory holding information and the location information of the store that stocks the product from the communication device such as the personal computer 80 displays the location information of the store that stocks the product on the display means and notifies the customer. It is possible to do.
[0034]
FIG. 2 shows a block diagram of a signal processing system of a personal computer (communication device).
[0035]
As shown in the figure, an information transmission / reception unit such as a personal computer 80 or 80A has an antenna 856 for transmitting / receiving information to / from a portable terminal (PDA 30) as a short-range wireless communication means, and information is transmitted wirelessly or by wire. A transmission / reception unit 857 (including functions of a first reception unit and a second transmission unit) that converts data into a predetermined format for transmission / reception, and other communication devices (including a communication network 860 such as the Internet or a LAN) A transmission / reception means 865 (including functions of a first transmission means, a second reception means, and a third transmission means) for the communication network 860 for transmitting / receiving information to / from the server 90 and the like.
[0036]
Further, the personal computer 80, 80A, etc., display means 868 for displaying images such as facial photographs, characters and other information, and output display image signals to the display means 868 based on instructions from the information processing means. The display control means 869 and various information input by the customer or store clerk via the input means 874 are read and transmitted to the information processing means described later, or displayed on the notification means such as an LED based on an instruction from the information processing means An I / O 875 that outputs a command is provided.
[0037]
In addition, the personal computer 80, 80A, and the like include a recording medium mounting unit 878 for detachably mounting the recording medium 877 and a recording medium interface 879 for recording and reading information such as image data on the recording medium 877. Is provided. Note that the recording medium 877 is a detachable recording medium such as a magnetic recording type or an optical recording type.
[0038]
Further, the personal computers 80, 80A, etc. include an information processing means (CPU) 880 that controls the personal computers 80, 80A, etc., a ROM that stores programs and various constants for operating the information processing means 880, and information processing. A dial 88 for connecting to a memory 881 composed of a RAM which is a recording means serving as a work area when the means 880 executes processing, and various constants relating to the processing of the personal computers 80, 80A, etc. and communication devices on the network. Information such as connection information such as up telephone number, attribute information, URL (Uniform Resource Locators), address, site address, gateway information DNS (Domain Name System), and information on the location where the personal computers 80, 80A, etc. exist (store location) Recording means 886 such as a hard disk for recording information), a calendar clock 890 for recording time, It is provided.
[0039]
As shown in the figure, each peripheral circuit including the information processing means 880 in the personal computer 80, 80A, etc. and the display control means 869, I / O 875, memory 881, recording means 886, calendar clock 890, etc. is connected by a bus 899. The information processing unit 880 can control each peripheral circuit and can control each peripheral circuit based on a processing program executed by the information processing unit 880.
[0040]
The short-range wireless communication means described above is a communication means that uses light such as radio waves, ultrasonic waves, and infrared rays as a carrier wave. When radio waves are used, it may be based on wireless communication specifications such as wireless LAN and Bluetooth.
[0041]
The transmission / reception means 857 (first receiving means) can receive customer information including information about the desired product and the customer's own face photo by performing wireless communication with the PDA 30 (mobile terminal) carried by the customer. It has become.
[0042]
The transmission / reception means 865 (first transmission means) includes location information where the personal computers 80, 80A, etc. (communication devices) are present, customer information received from the PDA 30 (mobile terminal) carried by the customer, and the customer's own face photo. Can be transmitted to the server 90 (information providing server).
[0043]
Further, the transmission / reception means 865 (second reception means) can receive the stock holding information, the location information of the store that stocks the products, and the customer's own face photo from the server 90 (information providing server). It is possible.
[0044]
The display unit 868 can display a customer's own face photograph received from the server 90.
[0045]
In addition, the transmission / reception unit 857 (second transmission unit) can transmit the inventory holding information received from the server 90 and the location information of the store that stocks the product to the PDA 30 (portable terminal). It has become.
[0046]
The information processing unit 880 (communication disconnection detection unit) can detect that the mobile terminal carried by the customer and the wireless communication that has been performed are disconnected.
[0047]
The input means 874 can input the product purchase information related to the product purchased by the customer or the product sales information related to the product sold to the customer.
[0048]
The transmission / reception unit 865 (third transmission unit) can transmit the input product purchase information, product sales information, or wireless communication disconnection information indicating disconnection of wireless communication to the information providing server. Yes.
[0049]
In the above description, the communication device has been described as an example of the personal computer 80, 80A, etc. However, the communication device provided with the display means, the communication means, etc. can achieve the object, and is limited to the personal computer. It is not something.
[0050]
FIG. 3 shows a block diagram of a signal processing system of a server (information providing server) according to the present invention.
[0051]
As shown in the figure, an information transmission / reception unit of the server 90 includes an antenna 956 used as a wireless communication unit, and a transmission / reception unit 957 (transmission unit) that converts data into a predetermined format in order to transmit / receive information wirelessly or by wire. , Which may include the functions of the receiving means, the fourth transmitting means, and the third receiving means) and other communication devices (PCs 80, 80A, etc.) via a communication network 960 such as a LAN or the Internet. And a transmission / reception means 965 (including the functions of a fourth transmission means, a third reception means, and a fourth reception means) for transmitting and receiving information.
[0052]
Further, the server 90 outputs display image signals to the display unit 968 based on a command from the information processing unit, and display unit 968 that displays information such as images and characters as necessary for confirmation. Display control means 969 to be read and various information input by the administrator via the input means 974 and read to the information processing means to be described later, or display instructions to the notification means such as LEDs based on instructions from the information processing means I / O 975 is provided.
[0053]
The server 90 also records information processing means (CPU) 980 (including the functions of search means and update means) that controls the entire server 90, programs for operating the information processing means 980, and various constants. A memory 981 composed of a ROM and a RAM which is a recording means serving as a work area when the information processing means 980 executes processing, various constants relating to processing of the server 90, own attribute information on the network, URL ( Uniform Resource Locators), address, site address, connection information such as gateway information DNS (Domain Name System), customer information, inventory product information and management period of inventory product information, recording means 986 such as a hard disk for recording various other information And a calendar clock 990 for recording time.
[0054]
As shown in the figure, the information processing means 980, display control means 969, I / O 975, memory 981, recording means 986, calendar clock 990, and other peripheral circuits are connected by a bus 999. It is possible to control each peripheral circuit and to control each peripheral device based on a processing program executed by the information processing means 980.
[0055]
In the recording means 986, inventory product information in which products that can be sold are described, a management time limit of the inventory product information, and position information of a store that stores the products that can be sold are associated and recorded. It is possible.
[0056]
The transmission / reception unit 965 (third reception unit) receives from the communication device such as the personal computer 80 customer information including the position information of the communication device, information on the desired product, and the customer's own face photo. Is possible.
[0057]
When receiving the customer information from the personal computer 80 or the like, the information processing unit 980 (search unit) matches or resembles the desired product included in the received customer information from the inventory product information recorded in the recording unit 986. It is possible to search and read inventory holding information including products.
[0058]
The transmission / reception means 965 (fourth transmission means) stores the location information of the store recorded in association with the inventory holding information searched by the information processing means 980 and the customer's own face photo in a communication device such as the personal computer 80. It is possible to send.
[0059]
The transmission / reception means 965 (fourth reception means) can receive product purchase information, product sales information, or wireless communication disconnection information from a communication device such as the personal computer 80.
[0060]
Further, the information processing means 980 (update means) can update customer information or inventory product information based on the received product purchase information, product sales information, or wireless communication disconnection information.
[0061]
Further, the information processing means 980 (time limit management means) compares the management time limit recorded in the recording means 986 with the time and date counted by the calendar clock 990, and determines whether or not the management time limit has passed. When it is determined that the management deadline has passed, it is possible to perform processing for deleting the inventory product information recorded in association with the management deadline.
[0062]
FIG. 4 shows an event trace diagram of the customer support process according to the present invention.
[0063]
First, the personal computers 80, 80A, etc. of each store are related to the stock products from the store clerk via the input means 874 such as a keyboard in S80 “Input of stock product information” (hereinafter abbreviated as S80). Process to input information. In addition, instead of inputting information related to the inventory product via the input means 874, the inventory product information is input via the transmission / reception means 857 or the like from the inventory management terminal (PDA or the like) using a wired or wireless communication means. You may do it. Here, the inventory product information input by the personal computers 80, 80A, etc. is information such as the name of the product, a keyword at the time of product search, the number of inventory, and the price.
[0064]
When stock merchandise information is input from a store clerk and an instruction to transmit stock merchandise information or the like to the server 90 is input, the information processing means 880 such as the personal computers 80 and 80A transmits the input stock merchandise information to the transmission / reception means 865 and Processing to transmit to the server 90 via the communication network 860 is performed. When transmitting the inventory product information, store location information where the personal computers 80, 80A, etc. are present is read from the recording means 886 and transmitted to the server 90 together with the inventory product information.
[0065]
The information processing unit 980 of the server 90 receives the stock merchandise information and the store location information via the transmission / reception unit 965. Then, the information processing means 980 performs processing for associating and storing the inventory product information and the store position information in S90 “database store information update”, or when the database is recorded in advance, the information is recorded. Process to update the database.
[0066]
FIG. 5 shows a chart of inventory product information (inventory information) recorded in the recording unit 986 of the server 90.
[0067]
In the example shown in the figure, the recording means 986 of the server 90 records the product and store location information and the inventory product information (product name, keyword, quantity of inventory, price, etc.) of the product that can be sold in association with each other. . Note that the inventory product information and its management deadline may be associated with each other and recorded in the recording unit 986.
[0068]
FIG. 6 shows a conceptual diagram of a shopping mall street.
[0069]
In the example shown in the figure, the customer 10 enters the shopping mall from the entrance of the shopping mall street and enjoys shopping near the store A, the store B, the store C, the store D, and the like. For example, the customer 10 operates an input means 874 such as a keyboard or a mouse provided on a personal computer 80 provided at the entrance of a shopping mall street, and the desired product, willingness to purchase, a payment method for the product price, and his / her face. Enter customer information such as photos.
[0070]
Then, the information processing means 880 of the personal computer 80 inputs various customer information from the customer 10 via the input means 874 in S82 “Requested customer information input” shown in FIG. For example, the recording unit 886 of the personal computer 80 stores the store location information where the personal computer 80 exists, and the information processing unit 880 reads the store location information from the recording unit 886 and transmits / receives it together with the input customer information. 865 and the server 90 via a communication network such as the Internet.
[0071]
FIG. 7 shows a chart of an example of customer information input from the customer 10.
[0072]
As shown in the figure, the customer information includes information such as the name of the desired product, the keyword of the desired product, the level of willingness to purchase, information on the payment method when purchasing the product, and the face photo of the customer 10. . In addition, when the personal computer 80 inputs the face photograph of the customer 10, the personal computer 80 is provided with imaging means including an imaging lens, a CCD, and the like, and is input by imaging the customer 10.
[0073]
In S82, instead of the customer 10 directly operating the input means 874 of the personal computer 80 to input the customer information, the PDA 30 carried by the customer 10 and the personal computer 80 perform wireless communication, and the customer information is received from the PDA 30. May be received and input.
[0074]
In this case, the PDA 30 inputs customer information from the customer 10 in advance in S30 “customer information input”. When the PDA 30 and the personal computer 80 (or the personal computers 80A, 80B,...) Enter a communication area where short-range wireless communication can be performed, for example, the PDA 30 side responds to a connection request output from the personal computer 80 side. In response, a control packet indicating the device address, clock, etc. is transmitted to the personal computer 80. Next, the personal computer 80 transmits / receives an ID packet including a device access code, an inquiry code, and the like based on a response from the PDA 30 and performs a communication connection process with each other (see FIG. 8).
[0075]
When communication is connected between the mutual communication devices, the PDA 30 performs processing for transmitting customer information including the desired product and the customer's own face photograph to the personal computer 80. The information processing unit 880 of the personal computer 80 that has input the customer information via the transmission / reception unit 857 reads out the store location information recorded in the recording unit 886, and together with the input customer information, the transmission / reception unit 865, the Internet, etc. The data is transmitted to the server 90 via the communication network.
[0076]
The information processing unit 980 of the server 90 receives the customer information and the store location information via the transmission / reception unit 965. The information processing unit 980 searches the stock product information recorded in the recording unit 986 for the desired product desired by the customer or the keyword of the desired product in S92 “database store information search”. Process.
[0077]
When the information processing unit 980 searches for a plurality of desired products, the store location information and the price information recorded in the recording unit 986 in association with the stock product information are read out, and are sequentially ordered from the store closest to the customer 10. May be performed. The ordering may be performed in ascending order of price.
[0078]
When the product desired by the customer 10 is searched from the stock product information in S92, the information processing means 980 of the server 90 searches the name of the searched product and the store information on the store (information on the store name and location). And inventory holding information such as price is transmitted to the nearest personal computer 80 where the customer 10 exists via the transmission / reception means 965 and the communication network.
[0079]
The information processing means 880 of the personal computer 80 that has received the inventory holding information from the server 90 performs processing for transmitting the received inventory holding information to the PDA 30 carried by the customer 10 via the transmission / reception means 857. When the PDA 30 receives the inventory holding information, the PDA 30 emits a ringing sound indicating that the inventory holding store information has been received to the customer in S36 “Display inventory holding store list”, and the received inventory holding information is displayed in the PDA 30. The process of displaying on the display means is performed to notify the customer 10.
[0080]
The customer 10 looks at the store location information and the product name displayed on the display means of the PDA 30, so that the product that the customer 10 desires to purchase or a product similar to the product that the customer 10 desires to purchase is found in the shopping mall. It becomes possible to know that it is being sold at stores in the city.
[0081]
Further, by displaying on the display means of the PDA 30 where the products that the customer 10 desires to purchase are stocked in the shopping mall street, the customer 10 immediately stocks the products that the customer 10 desires to purchase. It becomes possible to go to the store that is. In addition, when the products that the customer 10 desires to purchase are in stock at a plurality of stores, the customer name is displayed in the order closer to the location where the customer 10 currently exists, thereby displaying the customer location. 10 can purchase products from nearby stores.
[0082]
Further, by displaying the price of the product that the customer 10 desires to purchase on the display means of the PDA 30, it is possible to know the price and decide to purchase without actually going to the store. In addition, when a product that the customer 10 desires to purchase is in stock at a plurality of stores, the customer 10 provides the product at the lowest cost by displaying the price of the product for each store. It becomes possible to purchase a desired product from a store.
[0083]
Further, the information processing means 980 of the server 90 searches for customer information in S94 “database customer information search”, recognizes the customer 10 approaching a predetermined client PC (such as the personal computer 80A in the store), A process of transmitting customer information to a personal computer 80A or the like of a store existing near the customer 10 is performed.
[0084]
In S88 “required customer list display”, the information processing means 880 such as the personal computer 80 performs processing for displaying the customer information received from the server 90 on the display means 868. Here, the customer information displayed on the display means 868 includes desired product information that the customer 10 desires to purchase, purchase willingness information, information on a payment method for the price of the product, information on the face photograph of the customer 10, and the like. The customer information may be transmitted to the PDA carried by the store clerk and displayed on the display means of the PDA.
[0085]
By displaying on the PDA of the store clerk, the store clerk who is calling the customer at the store can quickly know the customer's visit. In addition, the store clerk can quickly identify a customer who wants to purchase a product in stock by looking at the face photograph of the customer 10 displayed on the display means, and implements a quick sales response. It becomes possible.
[0086]
When the customer 10 purchases a product at any store, the product purchase information including information related to the purchased product or the product sales information including information related to the product sold by the store is a personal computer 80 or the like provided in the store. Can be input via the input means 874 or the like. The merchandise purchase information or merchandise sales information may be input from a store clerk or customer via an input means 874 such as a keyboard or a mouse, or may be input via an input means 874 such as a barcode reader. Good.
[0087]
When the input of information related to the sale of the product is completed in S70 “product purchase information or product sales information input”, the information processing means 880 then transmits the input product purchase information or product sales information to the transmission / reception means 865 and the Internet. A process of transmitting to the server 90 via the communication network 860 is performed.
[0088]
When the server 90 receives the product purchase information via the transmission / reception unit 965, the processing performed by the information processing unit 980 of the server 90 proceeds to the process of S96 “customer information, inventory product information update” to purchase the desired product. Various information such as desired products purchased, willingness to purchase, and payment methods are deleted from the “customer information” of satisfied customers, and the customer information is updated.
[0089]
Further, when the server 90 receives the merchandise sales information via the transmission / reception means 965, the information processing means 980 of the server 90 is recorded in the recording means 986 in the process of S96 “customer information, inventory product information update”. From the inventory product information, information related to the sold product is deleted, and the inventory product information is updated.
[0090]
On the other hand, when the customer inputs information indicating that the desired product to be added is to be added, changed or canceled through the input means of the PDA 30 in S38 “update customer information”, the PDA 30 inputs the input “customer information” to the nearest personal computer. A process of wireless transfer to 80 or the like is performed.
[0091]
The new customer information is received by the information processing means 880 of the personal computer 80 via the transmission / reception means 857 and transmitted to the server 90 via the transmission / reception means 865, for example. The information processing unit 980 of the server 90 receives the transmitted new customer information via the transmission / reception unit 865. Then, when the server 90 receives the product purchase information via the transmission / reception means 965, the processing performed by the information processing means 980 of the server 90 proceeds to S96 and performs processing for updating customer customer information.
[0092]
When the PDA 30 comes out of the wireless communication area of the personal computers 80, 80A, for example, when the customer leaves the shopping mall, the processing performed by the information processing means 880 such as the personal computers 80, 80A is S72 “Communication disconnection” or S89 “Communication”. Proceed to “Disconnect” to perform processing for disconnecting the wireless communication performed with the PDA 30 and detect that the wireless communication is disconnected. When the wireless communication disconnection process is completed, the information processing means 880 such as the personal computers 80 and 80A transmits and receives “customer information” (wireless communication disconnection information) including information indicating that the wireless communication with the PDA 30 carried by the customer is disconnected. The data is transmitted to the server 90 via the means 865 and the communication network 860.
[0093]
When the server 90 receives “customer information” (wireless communication disconnection information) indicating that the communication has been disconnected via the transmission / reception unit 965, the processing performed by the information processing unit 980 of the server 90 proceeds to S96, and the communication is disconnected. The update process is performed to delete the “customer information” of the customer.
[0094]
As described above, when the customer purchases a product, when the customer updates the customer information, or when the customer leaves the shopping mall, the customer information and the inventory product information are updated by the server 90. It becomes possible to organize unnecessary data and store or use only necessary data.
[0095]
Furthermore, the information processing unit 980 of the server 90 can regularly sort out unnecessary data by periodically performing the process of S98 “Delete customer information and inventory product information when the management period has expired”. It becomes possible. In S98, the information processing unit 980 compares the management time limit of the inventory product information recorded in the recording unit 986 with the date or time counted by the calendar clock 990, and has the management time limit passed? If it is determined that the management deadline has passed, a process for deleting the inventory product information recorded in association with the management deadline is performed. By performing the processing of S98, it becomes possible to uniformly arrange customer information and inventory product information that have passed a predetermined management time limit.
[0096]
【The invention's effect】
As described above, according to the customer attraction support system according to the present invention, wireless communication is performed with a mobile terminal carried by a customer to receive customer information regarding a desired product, and the location information and the reception of the communication device are present. The customer information is sent to the information providing server, the stock holding information and the location information of the store that stocks the product are received from the information providing server, and the received stock holding information and the location of the store that stocks the product are received. Communication device that transmits information to the mobile terminal, inputs the product purchase information or product sales information related to the product purchased by the customer and transmits it to the server, and communicates the location information of the communication device and the customer information regarding the desired product When receiving from the device, search for inventory holding information including products that match or similar to the desired product included in the customer information received from the inventory product information recorded in the recording means, The store location information recorded in association with the searched inventory holding information is transmitted to the communication device, and when the product purchase information or the product sales information is received from the communication device, the received product purchase information or the product sales information is based on the received product purchase information or the product sales information. And an information providing server for updating customer information or inventory product information, so that it is possible to know that the product desired by the customer is sold at a store in the shopping mall, and the customer can In the case of purchasing the customer information, it is possible to update the customer information and the inventory product information on the information providing server, and it is possible to organize unnecessary data and store and use only necessary data.
[0097]
According to another invention, the customer support system performs wireless communication with a mobile terminal carried by a customer to receive customer information regarding a desired product, and includes location information of the communication device and the received customer information. The information is transmitted to the information providing server, and the stock holding information and the location information of the store that stocks the product are received from the information providing server, and the received stock holding information and the location information of the store that stocks the product are stored in the portable terminal. A communication device for detecting that the mobile terminal carried by the customer and the wireless communication carried out so far have been disconnected, and transmitting the wireless communication disconnection information indicating the disconnection of the detected wireless communication to the information providing server; The desired product included in the customer information received from the inventory product information recorded in the recording means when the location information on the communication device and the customer information about the desired product are received from the communication device. Search for inventory holding information including matching or similar products, send store location information recorded in association with the searched inventory holding information to the communication device, and receive wireless communication disconnection information from the communication device. It is possible to update the customer information on the server when the customer leaves the shopping mall, etc. It is possible to store and utilize only.
[0098]
According to another invention, the information providing server in the customer attraction support system receives the customer information including the location information where the communication device exists and the customer information related to the desired product from another communication device, and is recorded in the recording means. Search inventory holding information including a product that matches or is similar to the desired product included in the received customer information from the inventory product information that is received, and store location information recorded in association with the searched inventory holding information. Compares the management deadline of inventory product information sent to the communication device and recorded in the recording means with the current time to determine whether the management deadline has passed, and determines that the management deadline has passed In this case, the inventory product information recorded in association with the management deadline is deleted, so the inventory product information and customer information are updated when the management deadline of the inventory product information has passed. Organize unnecessary data by, it is possible to use and store only the necessary data.
[0099]
According to another aspect of the invention, the information providing server in the customer attraction support system receives inventory information recorded in the recording means when receiving customer information including location information on the communication device and information on the desired product from another communication device. A communication device that searches inventory holding information including a product that matches or is similar to the desired product included in the customer information received from the product information, and stores the location information of the store that is recorded in association with the searched inventory holding information. When the wireless communication disconnection information is received from other communication devices, the customer information is updated based on the received wireless communication disconnection information, and the product purchase information is received from other communication devices. Updates customer information or inventory product information based on the received product purchase information, or receives product sales information from other communication devices. Since customer information or inventory product information is updated based on sales information, inventory product information and customer information are organized and updated when a customer purchases a product or when a customer goes out of a shopping mall. It becomes possible.
[0100]
Further, according to the present invention, it is possible to delete the customer data from the customer database and the customer data when the customer purchase is completed. Further, when the validity period of the customer registration or the validity period of the inventory product expires, the customer data and the product data can be deleted from the customer information database and the inventory information database, respectively.
[0101]
In addition, when it is determined that there are no customers in the communication area such as a shopping mall, the customer data can be deleted from the customer information database. Further, when a specific number of specific products are sold, it is possible to delete unnecessary product data by deleting the product data from the inventory information database.
[Brief description of the drawings]
FIG. 1 is an overall configuration diagram of a customer support system according to the present invention.
Fig. 2 Block diagram of signal processing system of personal computer (communication equipment)
FIG. 3 is a block diagram of a signal processing system of a server (information providing server) according to the present invention.
FIG. 4 is an event trace diagram of customer attraction support processing according to the present invention.
FIG. 5 is a chart showing stock product information (stock information) recorded in the recording means of the server.
FIG. 6 is a diagram showing a conceptual diagram of a shopping mall street
FIG. 7 is a chart showing an example of customer information input from a customer
FIG. 8 is a diagram showing a wireless communication sequence performed between a PDA carried by a customer and a personal computer.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 10 ... Customer, 30 ... PDA, 80, 80A ... Personal computer, 90 ... Server, 856 ... Antenna, 857 ... Transmission / reception means, 859 ... Communication connector, 860 ... Communication network, 865 ... Transmission / reception means, 868 ... Display means, 869 ... Display Control means, 874 ... input means, 875 ... I / O, 880 ... information processing means, 881 ... memory, 886 ... recording means, 890 ... calendar clock, 899 ... bus, 956 ... antenna, 957 ... transmission / reception means, 960 ... communication 965... Display means 969. Display control means 974. Input means 975. I / O 980. Information processing means 981. Memory 986... Recording means 990. …bus

Claims (6)

In each store of a predetermined shopping mall, it is a customer support system capable of searching for location information of a store that stocks products desired by a customer and transmitting it to a mobile terminal carried by the customer,
A communication device provided in each store of the shopping mall,
A first receiving means for performing short-range wireless communication with a mobile terminal carried by a customer and receiving customer information relating to a desired product;
First transmission means for transmitting the location information where the communication device exists and the received customer information to the information providing server;
Second receiving means for receiving inventory holding information and location information of a store that stocks products from the information providing server;
Second transmission means for performing short-range wireless communication and transmitting the received inventory holding information and location information of a store that stocks merchandise to a mobile terminal;
A communication disconnection detecting means for detecting that the mobile terminal carried by the customer and the wireless communication performed until then are disconnected;
Third transmission means for transmitting wireless communication disconnection information indicating the detected disconnection of wireless communication to the information providing server;
A communication device equipped with
First recording means for associating and recording inventory product information in which products that can be sold are described and location information of a store that stores the products that can be sold;
Third receiving means for receiving, from the communication device, position information where the communication device exists, customer information regarding the desired product, and wireless communication disconnection information;
Second recording means for recording the received customer information;
When receiving the customer information, from the inventory product information recorded in the recording means, search means for searching for inventory holding information including products that match or similar to the desired product included in the received customer information;
A fourth transmission means for transmitting the searched inventory holding information and the location information of the store recorded in the recording means in association with the inventory holding information to a communication device;
Updating means for deleting the customer information recorded in the second recording means based on the received wireless communication disconnection information;
An information providing server comprising:
A customer support system characterized by comprising In each store of a predetermined shopping mall, an information providing server capable of searching for location information of a store that stocks products desired by a customer,
First recording means for associating and recording inventory product information in which products that can be sold are described and location information of a store that stores the products that can be sold;
A communication device provided in each store of the shopping mall, the communication device being present from a communication device that performs short-range wireless communication with a mobile terminal carried by a customer and receives customer information regarding a desired product Receiving means for receiving location information and customer information related to the desired product, product purchase information, product sales information, and wireless communication disconnection information;
Second recording means for recording the received customer information;
Retrieval means for retrieving inventory holding information including a product that matches or is similar to the desired product included in the received customer information from the inventory product information recorded in the first recording unit upon receiving the customer information When,
Transmitting means for transmitting the searched inventory holding information and the location information of the store recorded in association with the inventory holding information in the first recording means to a communication device;
Update means for deleting customer information recorded in the second recording means based on the received wireless communication disconnection information, update means for updating customer information or inventory product information based on the received product purchase information, and reception Updating means for updating customer information or inventory product information based on the product sales information,
An information providing server characterized by comprising:   The customer attraction support system according to claim 1, wherein the customer information includes a product name of a desired product that the customer desires to purchase or a keyword indicating the desired product.   The customer attraction support system according to claim 1, wherein the customer information includes purchase intention information of a desired product that the customer desires to purchase.   The customer attraction support system according to claim 1, wherein the customer information includes a face photograph of the customer. The information providing server is a store that is recorded in association with the searched inventory holding information, and transmits customer information to a communication device of a store that exists near a customer carrying the mobile terminal,
6. The customer attraction support system according to claim 1, 3 , 4 or 5 , wherein the communication device includes display means for displaying customer information received from the information providing server.

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