JP6277098B2 - Information management system - Google Patents

Description

  Embodiments described herein relate generally to an information management system.

  For example, a store such as a supermarket has a plurality of product shelves, and various products are displayed on each product shelf. In recent years, an electronic shelf label (Electronic Shelf Label, abbreviated ESL) that displays product information (product name, price, comment, etc.) corresponding to these displayed products is used, and corresponds to the product shelf displaying the product A. An electronic shelf label that displays product information corresponding to the product A is attached to the position.

  For example, the electronic shelf label has a wireless communication function, and can cooperate with a store system having the wireless communication function. Thereby, it becomes possible to control the product information displayed by each electronic shelf label by the store system, and it is possible to notify the purchaser of timely product information using the electronic shelf label without imposing a burden on the store clerk.

Special table 2009-501987

  On the other hand, there is a demand for technology for improving the efficiency of customer service when a product is missing. For example, the store system manages product inventory etc., but the actual inventory status is not completely linked to the store system and the state of the product shelf is not reflected in the store system in real time. It is said that the customer response at the time of product shortage that depends only on the system is insufficient.

  For example, when the product A is missing, that is, the product information corresponding to the product A is displayed on the electronic shelf label, but the product A is not displayed on the product shelf A corresponding to the electronic shelf label. In this case, the purchaser searches for a store clerk and inquires about the inventory status of the product that seems to be missing. For example, if a store clerk is not found nearby, the purchaser cannot easily know the inventory status of a product that seems to be out of stock. In addition, even if the store clerk is nearby, if you are in charge or if you can't take your hands off in another case, you may have to wait severely on the spot until you know the inventory status of the item that seems to be missing. It is done. In addition, when the clerk who has received an inquiry about the product cannot take his hands off during customer service or the like, another operation occurs in which the clerk searches for another clerk. Even if a call button or the like is installed in the store, a store clerk who is called by the call button may not be able to grasp accurate information until it arrives at the site, which is not very efficient.

  Considering detailed customer service, there are still many cases in which inquiries about product inventory status, etc., are still favored by store clerk, and products that reduce the burden on both customers and store clerk for inquiries about product inventory status etc. There is a demand for technology to deal with customers when there is a shortage.

  An object of the present invention is to provide an information management system and an information management server that can reduce the burden on both the customer and the store clerk in response to an inquiry about the inventory status of goods.

  The information management system according to the embodiment includes an electronic shelf label and an information management server. The information management server receives identification information and merchandise inventory inquiry information read from the electronic shelf label from a first communication terminal, searches merchandise information associated with the identification information from a database, and The inventory inquiry information and the product information are transmitted to the second communication terminal, and when supportable information is received from the second communication terminal, the clerk is being handled by the first communication terminal. Send first information.

It is a block diagram showing an example of an information management system concerning this embodiment. It is a figure which shows the example of installation of the electronic shelf label which concerns on embodiment. It is a flowchart which shows an example of the customer support process at the time of the goods shortage by the information management system which concerns on embodiment. It is a figure which shows the example of a display of the shelf map by the portable terminal which concerns on embodiment. It is a figure which shows an example of the initial setting process at the time of the store visit etc. by the information management system which concerns on this embodiment. It is a figure which shows an example of the stock confirmation request by the information management system which concerns on this embodiment. It is a figure which shows an example of the stock confirmation request result (in the case of OK) by the information management system which concerns on this embodiment. It is a figure which shows an example of the stock confirmation request result (in the case of NG) by the information management system which concerns on this embodiment. It is a figure which shows an example of the stock confirmation result notification by the information management system which concerns on this embodiment.

  Hereinafter, embodiments will be described with reference to the drawings.

  FIG. 1 is a block diagram illustrating an example of an information management system 100 according to the present embodiment.

  The information management system 100 manages products sold at retail stores such as supermarkets. The information management system 100 includes a plurality of electronic shelf labels (abbreviated as ESL) 10, a portable terminal (communication terminal) 30, and an ESL server (information management server) 40. 1 shows one electronic shelf label 10 and one portable terminal 30, the information management system 100 includes one or more electronic shelf labels 10 and one or more portable terminals 30. The information management system 100 includes a plurality of electronic shelf labels 10 and a plurality of portable terminals 30.

  The electronic shelf label 10 is attached to the display shelf corresponding to each of a plurality of products displayed on the display shelf (product shelf). The electronic shelf label 10 displays a shelf label image representing information (product information) related to products displayed on the display shelf. The electronic shelf label 10 wirelessly transmits a shelf label code (shelf label identification information) determined so that each of the electronic shelf labels 10 can be identified.

  FIG. 2 is a perspective view of the appearance of the electronic shelf label 10 displaying a shelf label image 61 as an example.

  The electronic shelf label 10 shown in FIG. 2 is attached to a front edge 72a of a display shelf 72 that displays products 71. The shelf label image 61 represents the product name (product name A) and the price (350 yen) of the product 71 as information about the product.

  The ESL server 40 is installed in a store office or the like. The ESL server 40 can wirelessly communicate with each of the plurality of electronic shelf labels 10 via the wireless repeater 21 and manages the electronic shelf labels 10. Specifically, the ESL server 40 manages the association between the shelf label code and the product identification information determined so that each product can be identified. When this association is changed, the ESL server 40 displays the shelf label image to be displayed on the electronic shelf label 10 identified by the corresponding shelf label code, the information on the product identified by the newly identified product identification information. Change to something that represents.

  The portable terminal 30 has a data communication function via the mobile network 300 and the Internet 400 and a data communication function by NFC (near field communication). A mobile phone, a smartphone, or the like that is personally owned by the purchaser can be used as the mobile terminal 30, and a dedicated terminal for a store clerk possessed by a store clerk can be used as the mobile terminal 30.

  The electronic shelf label 10 includes a shelf label controller 11, a communication device 12, an NFC unit 13, a memory 14, a display device 15, and a transmission system 16.

  The shelf label controller 11 uses a computer including a central processing unit (CPU), a read-only memory (ROM), and a random-access memory (RAM), and realizes an expected function as the electronic shelf label 10. Each part is controlled accordingly.

  The communication device 12 performs wireless communication with the wireless repeater 21 and enables data communication between the shelf label controller 11 and the ESL server 40. As the communication device 12, for example, a well-known device based on IEEE802.15.4 can be used.

  The NFC unit 13 performs data communication by NFC with the mobile terminal 30 that is close to the electronic shelf label 10.

  The memory 14 is a non-volatile data storage device, and stores one shelf label code 14a among the plurality of electronic shelf labels 10 determined to be identifiable. The memory 14 is an example of a product code storage unit.

  The display device 15 displays a shelf label image, and the display content can be changed under the control of the shelf label controller 11. For example, electronic paper can be used as the display device 15.

  The transmission system 16 transmits data among the shelf label controller 11, the communication device 12, the NFC unit 13, the memory 14, and the display device 15. The transmission system 16 may be a well-known system including various buses such as a system bus and various interface circuits that connect these buses and respective units.

  The portable terminal 30 includes a CPU 31, ROM 32, RAM 33, auxiliary storage device 34, NFC unit 35, touch panel 36, communication device 37, reading device 38, and transmission system 39. The transmission system 39 transmits data among the CPU 31, ROM 32, RAM 33, auxiliary storage device 34, NFC unit 35, touch panel 36 and communication device 37. The reading device 38 includes a camera, for example, and reads and recognizes the shelf label code of the electronic shelf label 10. The transmission system 39 may be a well-known system including various buses such as a system bus, and various interface circuits that connect these buses and each unit.

  The CPU 31, ROM 32, RAM 33, and auxiliary storage device 34 are connected by a transmission system 39 to constitute a computer.

  The CPU 31 is a central part of the above computer. The CPU 31 executes a control process for realizing an intended function as the portable terminal 30 based on an operating system stored in the ROM 32 and an application program stored in the ROM 32 or the auxiliary storage device 34. Some of the expected functions may be well-known functions provided in, for example, an existing smartphone. One of the expected functions is a function realized by a control process described later.

  The ROM 32 is a main storage part of the above computer. The ROM 32 stores the above operating system and application programs. The ROM 32 may store data that is referred to when the CPU 31 performs various processes.

  The RAM 33 is a main storage part of the above computer. The RAM 33 stores data referred to when the CPU 31 performs various processes. Further, the RAM 33 is used as a so-called work area in which data temporarily used when the CPU 31 performs various processes is stored.

  The auxiliary storage device 34 is an auxiliary storage part of the above computer. The auxiliary storage device 34 stores the above-described application program, data used when the CPU 31 performs various processes, or data generated by the process in the CPU 31.

  The NFC unit 35 performs NFC data communication with the NFC unit 13 when the mobile terminal 30 is brought close to the electronic shelf label 10.

  The touch panel 36 includes a display device and a touch sensor. The display device displays an arbitrary screen such as a GUI screen. As the display device, for example, a known device such as a color LCD (liquid crystal display) can be used. The touch sensor is disposed so as to overlap the display surface of the display device. The touch sensor detects the touch position of the user on the display surface of the display device, and sends the position information to the CPU 31. As the touch sensor, a known device can be used.

  The communication device 37 performs communication via the mobile network 300. The communication device 37 can also communicate with the ESL server 40 via the mobile network 300 and the Internet 400.

  As the hardware of the mobile terminal 30, a device that can arbitrarily install an application program, such as an existing smartphone or tablet terminal, can be used as it is. And the portable terminal 30 is implement | achieved by installing the control program which is an application program describing the control processing mentioned later by the seller or user of the device in the auxiliary storage device 34 with which this kind of device is provided. At this time, the control program is recorded on a removable recording medium such as a magnetic disk, a magneto-optical disk, an optical disk, or a semiconductor memory, or distributed to a seller or a user via a network. The control program may be stored in the ROM 32.

  The ESL server 40 includes a CPU 41, a ROM 42, a RAM 43, an auxiliary storage device 44, a communication device 45, and a transmission system 46. The transmission system 46 transmits data among the CPU 41, ROM 42, RAM 43, auxiliary storage device 44 and communication device 45. The transmission system 46 may be a well-known system including various buses such as a system bus and various interface circuits that connect these buses and each unit.

  The CPU 41, ROM 42, RAM 43 and auxiliary storage device 44 are connected by a transmission system 46 to constitute a computer.

  The CPU 41 is a central part of the above computer. Based on the operating system stored in the ROM 42 and the application program stored in the ROM 42 or the auxiliary storage device 44, the CPU 41 executes a control process for realizing an intended function as an information distribution apparatus. One of the expected functions is a function realized by a control process described later.

  The ROM 42 is a main storage part of the above computer. The ROM 42 stores the above operating system and application programs. The ROM 42 may store data that is referred to when the CPU 41 performs various processes.

  The RAM 43 is a main storage part of the above computer. The RAM 43 stores data referred to when the CPU 41 performs various processes. Further, the RAM 43 is used as a so-called work area that stores data temporarily used when the CPU 41 performs various processes.

  The auxiliary storage device 44 is an auxiliary storage part of the above computer. The auxiliary storage device 44 stores the application program described above, data used when the CPU 41 performs various processes, or data generated by the process of the CPU 41.

  The communication device 45 performs communication via the Internet 400. The communication device 45 can also communicate with the mobile terminal 30 via the Internet 400 and the mobile network 300.

  As the hardware of the ESL server 40, for example, a general-purpose server device or a computer device can be used. And the ESL server 40 is implement | achieved by installing the control program which is an application program which described the control processing mentioned later by the seller or user of the apparatus in the auxiliary storage device 44 with which this kind of apparatus is equipped. At this time, the control program is recorded on a removable recording medium such as a magnetic disk, a magneto-optical disk, an optical disk, or a semiconductor memory, or distributed to a seller or a user via a network. The control program may be stored in the ROM 42.

  Next, customer support processing at the time of product shortage by the information management system 100 described above will be described. FIG. 3 is a flowchart illustrating an example of customer support processing when the product is out of stock by the information management system 100.

  For example, a case is assumed in which a purchaser has a portable terminal 30 (first communication terminal) and each clerk has a portable terminal 30. A shelf label code is assigned to each electronic shelf label 10. The ESL server 40 (auxiliary storage device 44) stores (registers) the shelf label code assigned to each electronic shelf label 10 and the product information in association with each other (ACT 21). Further, the ESL server 40 (auxiliary storage device 44) stores (registers) the shelf label code assigned to each electronic shelf label 10 and the position information of the shelf in association with each other. The shelf position information may be the shelf number assigned to each shelf (shelf 0001, etc.), and indicates the shelf number assigned to each shelf on the layout of a plurality of shelves installed in the store. A shelf map that highlights shelf numbers to be displayed may be used (an example of a shelf map displayed on the mobile terminal 30 is as shown in FIG. 4).

  As shown in FIG. 5, when a customer visits a store, a purchaser who desires to use customer support processing installs a customer support application in a mobile terminal 30 that he / she owns. That is, the mobile terminal 30 accesses the application site according to the purchaser's operation, downloads the customer support application, stores it in the auxiliary storage device 34, etc., and completes the installation of the customer support application (ACT11). It is assumed that the mobile terminal 30 possessed by each store clerk also downloads the store clerk application, stores it in the auxiliary storage device 34, etc., and completes the installation of the store clerk application. The installation of the customer support application is not limited to the time of visiting the store, and it may be installed in advance at home before visiting the store.

  As shown in FIG. 6, when the product A is not displayed on the product shelf A in the store (when the product A is missing), the buyer who intends to purchase the product A owns it. A customer support application is started on the mobile terminal 30 and the electronic shelf label 10 attached to a position corresponding to the product shelf A, that is, the product name of the product A is displayed by the mobile terminal 30 (customer support application). The shelf label code is read from the tag 10 (ACT12). For example, the reading device 38 of the mobile terminal 30 reads the shelf label code (QR code (registered trademark)) of the electronic shelf label 10. Alternatively, the communication device 37 of the mobile terminal 30 may read the shelf label code from the electronic shelf label 10 by wireless communication.

  When the reading of the shelf label code is completed, the mobile terminal 30 (communication device 12) transmits the address of the own device (mobile terminal 30), the shelf label code, and the commodity inventory inquiry information to the ESL server 40 (ACT13). ). For example, information from the mobile terminal 30 is transmitted to the ESL server 40 via the mobile network 300 or the like. The commodity inventory inquiry information includes an inquiry ID.

  The ESL server 40 (communication device 45) receives the address, shelf label code, and commodity inventory inquiry information from the mobile terminal 30 (ACT 22). The ESL server 40 (CPU 41) stores (registers) the address, the shelf label code, and the commodity inventory inquiry information from the portable terminal 30 in response to the reception of the address, the shelf label code, and the commodity inventory inquiry information from the portable terminal 30. ) And product information associated with the received shelf label code and shelf position information are retrieved from the auxiliary storage device 44 (ACT 23). The shelf position information may be a shelf number or a shelf map. The ESL server 40 (communication device 45), for a plurality of registered addresses (addresses of the mobile terminal 30 of the clerk), product inventory inquiry information, shelf label code, searched product information, and searched shelf position Information is simultaneously transmitted (ACT 24).

  The mobile terminal 30 possessed by each store clerk receives and stores (registers) product inventory inquiry information, shelf label code, product information, and shelf position information transmitted from the ESL server 40, and stores the product inventory inquiry information and shelf label. The code, product information, and shelf position information are displayed, and items that can and cannot be handled (touch keys) are displayed (ACT 31).

  For example, as shown in FIG. 7, the clerk (clerk B) confirms the merchandise inventory inquiry information, the shelf label code, the merchandise information, and the shelf position information displayed on the mobile terminal 30 that he / she owns. If possible, select (input) a touch key that can be handled. The portable terminal 30 transmits corresponding information to the ESL server 40 (ACT33) in response to the input of the corresponding touch key (ACT32, YES). For example, the correspondence information includes the address of the own device (mobile terminal 30), the received shelf label code, and the commodity inventory inquiry information. For example, when the portable terminal 30 completes the transmission of the corresponding information, the portable terminal 30 displays an inventory confirmation result input screen.

  Further, as shown in FIG. 7, another store clerk (store clerk A) confirms the product inventory inquiry information, the shelf label code, the product information, and the shelf position information displayed on the mobile terminal 30 that he / she owns, If it is incapable, select (input) a touch key that cannot be handled. In response to the input of an incompatible touch key (ACT 32, YES), the portable terminal 30 transmits incompatible information to the ESL server 40 (ACT 33). For example, the disabling information includes the address of the own device (portable terminal 30), the received shelf label code, and the commodity inventory inquiry information.

  When the ESL server 40 receives the support information from at least one portable terminal 30 (ACT 25), the ESL server 40 registers the received support information and registers the product inventory inquiry information included in the support information. Based on the received address (the address of the mobile terminal 30 possessed by the customer and having transmitted the merchandise inventory inquiry information), information indicating that the store clerk is being handled (the clerk is being handled) is transmitted to the mobile terminal 30 (ACT 26). The mobile terminal 30 (customer support application) that the customer possessed and sent the merchandise inventory inquiry information receives the information indicating that the clerk is being handled transmitted from the ESL server 40 (ACT 14), and displays the received information (ACT 15). .

  As shown in FIG. 8, when all the store clerks are incapable of handling and the ESL server 40 receives the incapable information from all the portable terminals 30 that have transmitted the commodity inventory inquiry information, the received incapable information is registered. At the same time, based on the address registered with the product inventory inquiry information included in the inoperability information (the address of the mobile terminal 30 possessed by the customer and having transmitted the product inventory inquiry information), the clerk cannot respond to the mobile terminal 30 (personnel) Information indicating that the response is not possible is sent. The mobile terminal 30 (customer support application) that the customer possessed and sent the merchandise inventory inquiry information receives the information indicating that the clerk cannot be handled, transmitted from the ESL server 40, and displays the received information.

  In addition, the ESL server 40, if a certain time has elapsed since the transmission of the commodity inventory inquiry information (ACT 27, YES), but cannot receive the corresponding information from one mobile terminal 30, the commodity inventory inquiry Even if the responses (incompatibility information) from all the mobile terminals 30 that transmitted the information have not been received, it is determined that there is no store clerk who can respond (determined that the store clerk is incapable) and registered together with the product inventory inquiry information Based on the received address (the address of the mobile terminal 30 possessed by the customer who transmitted the merchandise inventory inquiry information), information indicating that the clerk cannot be handled is transmitted to the mobile terminal 30 possessed by the customer (ACT 28). The mobile terminal 30 (customer support application) that the customer possessed and transmitted the merchandise inventory inquiry information receives the information indicating that the clerk cannot be handled transmitted from the ESL server 40 (ACT 14), and displays the received information (ACT 15). .

  In addition, the mobile terminal 30 (store clerk application) possessed by each store clerk can display a waiting time input screen and accept an input of waiting time in response to selection of a touch key that can be handled. In this case, the portable terminal 30 possessed by each store clerk transmits the waiting time input together with information indicating that the correspondence is possible to the ESL server 40. The ESL server 40 receives information indicating availability and the input waiting time, registers these, and transmits information indicating availability and waiting time to the mobile terminal 30 owned by the customer. The mobile terminal 30 possessed by the customer transmits information indicating that correspondence is possible and a waiting time, and displays information indicating that correspondence is possible and the waiting time. For example, when the ESL server 40 receives information indicating availability and the input waiting time from the plurality of portable terminals 30, the ESL server 40 selects the portable terminal 30 that has transmitted the shortest waiting time, and selects the selected portable terminal. Information for requesting customer service may be transmitted to the terminal 30, and information indicating that customer service has been completed may be transmitted to the other mobile terminals 30. Moreover, you may make it the ESL server 40 transmit the information which shows correspondence with respect to the portable terminal 30 which a customer possesses, and waiting time (shortest waiting time). For example, the mobile terminal 30 that has received the information for requesting customer service displays that customer service is required, and further displays an inventory confirmation result input screen.

  As shown in FIG. 9, the store clerk who selects (inputs) the availability can input the inventory confirmation result from the inventory confirmation result input screen displayed on the mobile terminal 30. The portable terminal 30 transmits the inventory confirmation result to the ESL server 40. The inventory confirmation result includes commodity inventory inquiry information. The ESL server 40 receives the inventory confirmation result, and based on the address registered with the commodity inventory inquiry information included in the inventory confirmation result (the address of the portable terminal 30 possessed by the customer and transmitted the commodity inventory inquiry information), the ESL server 40 The inventory confirmation result is transmitted to the terminal 30. The portable terminal 30 receives and displays the inventory confirmation result. For example, the inventory confirmation result includes a message such as “Stock has been confirmed. Please wait at the place of the electronic shelf label.”

  According to this embodiment, it is possible to notify each clerk of an inventory confirmation inquiry, and the vacant clerk can check the inventory status and return it to the buyer, and deliver the product to the location of the target shelf label. I can do it. The purchaser can save the trouble of searching for a store clerk and can do other work while inquiring.

Although several embodiments of the present invention have been described, these embodiments are presented by way of example and are not intended to limit the scope of the invention. These embodiments can be implemented in various other forms, and various omissions, replacements, and changes can be made without departing from the spirit of the invention. These embodiments and their modifications are included in the scope and gist of the invention, and are also included in the invention described in the claims and the equivalents thereof.
Hereinafter, the invention described in the scope of claims at the beginning of the application of the present application will be added.
[C1]
Electronic shelf labels,
The identification information read from the electronic shelf label and the commodity inventory inquiry information are received from the first communication terminal, the commodity information associated with the identification information is searched from the database, and the commodity inventory inquiry information and the commodity Information is transmitted to the second communication terminal, and when the supportable information is received from the second communication terminal, the first information indicating that the staff is being handled is transmitted to the first communication terminal. An information management server to
An information management system comprising:
[C2]
If the information management server does not receive the supportable information even after a predetermined time has elapsed since the transmission of the commodity inventory inquiry information, the information management server provides the second information indicating that the staff cannot handle the first communication terminal. [C1] information management system to be transmitted.
[C3]
The information management server retrieves shelf position information associated with the identification information from the database, and transmits the shelf position information to the second communication terminal in [C1] or [C2] Information management system.
[C4]
The information management server searches the database for a shelf map indicating the position of the shelf associated with the identification information, and transmits the shelf map to the second communication terminal [C1] to [C3. ] One information management system.
[C5]
When the information management server receives the supportable information and the waiting time from the second communication terminal, the information management server indicates that the clerk is being handled and the waiting time with respect to the first communication terminal. The information management system of any one of [C1] thru | or [C4] which transmits 1 information.

  DESCRIPTION OF SYMBOLS 10 ... Electronic shelf label, 11 ... Shelf label controller, 12 ... Communication device, 13 ... NFC unit, 14 ... Memory, 14a ... Shelf label code, 15 ... Display device, 16 ... Transmission system, 21 ... Wireless repeater, 30 ... Mobile terminal, 31 ... CPU, 32 ... ROM, 33 ... RAM, 34 ... auxiliary storage device, 35 ... NFC unit, 36 ... touch panel, 37 ... communication device, 38 ... reading device, 39 ... transmission system, 40 ... ESL server, 41 ... CPU, 42 ... ROM, 43 ... RAM, 44 ... auxiliary storage device, 45 ... communication device, 46 ... transmission system, 100 ... history information browsing system, 300 ... mobile network, 400 ... Internet

Claims (6)

Electronic shelf labels,
The identification information read from the electronic shelf label and the commodity inventory inquiry information are received from the first communication terminal, the commodity information associated with the identification information is searched from the database, and the commodity inventory inquiry information and the commodity Information is transmitted to the second communication terminal, and when the supportable information is received from the second communication terminal, the first information indicating that the staff is being handled is transmitted to the first communication terminal. An information management server to
With
The information management server searches the position information of the shelf associated with the identification information from the database, and transmits the position information of the shelf to the second communication terminal .   If the information management server does not receive the supportable information even after a predetermined time has elapsed since the transmission of the commodity inventory inquiry information, the information management server provides the second information indicating that the staff cannot handle the first communication terminal. The information management system according to claim 1 for transmission.   The information management system according to claim 1 or 2, wherein the shelf position information includes a shelf number.   4. The information management system according to claim 1, wherein the shelf position information includes a shelf map.   When the information management server receives the supportable information and the waiting time from the second communication terminal, the information management server indicates that the clerk is being handled and the waiting time with respect to the first communication terminal. The information management system according to claim 1, wherein one information is transmitted.   The information management system according to claim 1, wherein the shelf position information is information displayed by the second communication terminal.

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