JP7315995B1 - Information processing method, information processing device, program and information processing system - Google Patents

Abstract

Kind Code: A1 To support a practitioner so that he/she can recommend a type of treatment suitable for the customer from among a plurality of types of treatment based on the characteristics of the customer's hair or scalp. The information processing device includes information storage means for storing a plurality of sets including characteristics of the hair or scalp and types of treatments to be applied to the hair or scalp having the characteristics; a talk script for storing a talk script for a beauty salon or barber shop practitioner to recommend to a customer a type of treatment included in the set; a step of identifying one or more pairs containing the characteristics in the information storage means based on the characteristics of , and searching the talk script linked to the pairs based on each identified pair from the talk storage means and displays the retrieved talk script via the UI. [Selection drawing] Fig. 5

Description

TECHNICAL FIELD The present invention relates to a technique for supporting a practitioner who proposes a treatment suitable for a customer from among a plurality of treatments to be performed on the hair or scalp in a beauty salon or barber shop.

Conventionally, there have been proposed systems for providing services to customers from beauty salons or barber salons (hereinafter collectively referred to as beauty salons). For example, Patent Literature 1 (Japanese Patent Laid-Open No. 2006-309606) describes an information distribution server that distributes information to encourage a visit to a beauty salon to a customer terminal of a customer who wants to provide treatment services at the beauty salon. Further, Patent Document 2 (Japanese Unexamined Patent Application Publication No. 2014-2574) describes technology of an information processing system for making a reservation for use of a beauty salon (beauty salon) and managing the reservation. Further, Patent Document 3 (Japanese Patent No. 6037590) describes a service provision reservation system in which a user makes a reservation with a service provider (beautician).

Japanese Patent Application Laid-Open No. 2006-309606 JP 2014-2574 A Japanese Patent No. 6037590

In hairdressing and beauty salons, practitioners called stylists, including hairdressers and barbers, recommend treatments that match the characteristics of the customer's hair or scalp while interacting with the customer. In such a scene, a practitioner who has a lot of practical experience can quickly recommend the type of treatment suitable for the customer from among the treatment menus while having a dialogue, so it can gain the customer's trust and contribute to sales. On the other hand, for practitioners with little practical experience, it is difficult to proceed with a smooth dialogue, and as a result, it is difficult to identify the type of treatment suitable for the customer, or it takes time to identify the type of treatment that is suitable for the customer. I had a problem with the connection. The above Patent Documents 1 to 3 do not propose a configuration for dealing with this problem.

SUMMARY OF THE INVENTION Therefore, an object of the present invention is to provide a technique for supporting a practitioner who recommends a type of treatment suitable for a customer from among a plurality of types of treatment based on the characteristics of the customer's hair or scalp.

An information processing method according to an aspect of the present invention is a method carried out by an information processing device, wherein the information processing device determines the characteristics of the hair or scalp and the type of treatment to be performed on the hair or scalp having the characteristics. and a talk script linked to each set, for a beauty salon or barber shop practitioner to recommend the type of treatment included in the set to a customer. a talk storage means for storing a talk script, the method comprising, based on the customer's hair or scalp characteristics, identifying in the information storage means one or more sets in which the characteristics are included; Based on each group, it comprises a step of searching for a talk script linked to the group from a talk storage means, and a step of displaying the searched talk script via a UI (user interface).

In the displaying step of the information processing method described above, the searched talk script is displayed in association with each identified set of treatment types via the UI.

In the displaying step of the information processing method described above, a talk script linked to a set of treatment types selected by user operation via the UI from among the displayed sets of treatment types is displayed.

In the information processing method described above, each set of information storage means further includes a recommended value indicating the degree to which the treatment included in the set is recommended for the hair or scalp having the characteristics included in the set. In the step of including and identifying, based on the characteristic of the customer's hair or scalp, one or more sets in which the characteristic is included and whose recommended value is greater than the threshold are identified in the information storage means.

The above-described information processing method further comprises a step of managing each set of recommended values, and in the managing step, for each set in the information storage means, it is determined that the type of treatment included in the set will be performed on the customer. When done, the recommended values for that set are updated to increase the degree of recommendation.

In the above-described information processing method, the judgment that the type of treatment included in the group is performed on the customer is made by presenting the talk script linked to the group, so that the customer receives the type of treatment. including a judgment that it is recommended that

In the information processing method described above, the UI is configured to be able to accept user operations on the information processing device, the user includes a practitioner, and the user operations are presented by presenting the talk script linked to the set. , including a user operation indicating that the customer is recommended to undergo the type of treatment.

In the above-described information processing method, the talk storage means stores a plurality of talk scripts for recommending the type of treatment included in the set to the customer in association with each set, and in the searching step, the specified Based on each pair, a plurality of talk scripts linked to the pair are retrieved from the talk storage means and displayed. is associated with the type of and displayed via the UI.

In the above-described information processing method, the talk storage means stores a plurality of talk scripts for recommending the type of treatment included in the set to the customer and an evaluation value for evaluating each talk script in association with each set. The information processing method further comprises a step of managing an evaluation value, and in the step of managing the evaluation value, for each talk script, the talk script is presented so that the customer understands that the talk script is linked. When it is determined that it is recommended to perform the type of treatment included in the selected set, the evaluation value is updated so as to increase the evaluation of the talk script.

In the step of displaying in the information processing method described above, the plurality of searched talk scripts are associated with the type of treatment set to which the talk script is linked, and are displayed in order based on the evaluation value via the UI. be.

In the information processing method described above, the type of treatment includes the type of hair care cosmetics used for performing the treatment.

In the information processing method described above, the information storage means includes, at least for each gender and age group, the characteristics of the hair or scalp of the person belonging to the group and the type of treatment applied to the hair or scalp having the characteristics. In the step of storing and identifying a plurality of sets, one or more sets containing the characteristics are identified in the information storage means based on the sex and age of the customer and the characteristics of the hair or scalp.

An information processing apparatus according to another aspect of the present invention includes information storage means for storing a plurality of sets including characteristics of hair or scalp and types of treatments to be applied to the hair or scalp having the characteristics; A talk storage means for storing a linked talk script for a hair salon or barber shop practitioner to recommend to a customer the type of treatment included in the set, and the customer's hair or scalp. means for specifying one or more pairs containing the feature in the information storage means based on the feature of (1), and based on each specified pair, search the talk script linked to the pair from the talk storage means and means for displaying the retrieved talk script via a UI (user interface).

In another aspect of the invention, a program is provided. The program is a program for causing a computer to execute the information processing method described above.

An information processing system according to another aspect of the present invention includes an information processing device and a terminal communicating with the information processing device, wherein the information processing device includes characteristics of hair or scalp and hair or hair having the characteristics. An information storage means for storing a plurality of sets including types of treatments to be applied to the scalp, and a talk script linked to each set, wherein the types included in the sets are the practitioners of the beauty salon or the barber shop. a talk storage means for storing a talk script for recommending a treatment to a customer; a means for identifying one or more sets containing the characteristics in the information storage means based on the characteristics of the customer's hair or scalp; and means for retrieving a talk script linked to each specified pair from the talk storage means based on each specified pair, and the terminal receives the searched talk script from the information processing device, and displays the UI ( user interface).

1 is a diagram schematically showing a configuration to which an information processing system according to an embodiment is applied; FIG. 1 is a diagram illustrating an example of a network configuration of an information processing system according to an embodiment; FIG. 3 is a diagram showing an example of the hardware configuration of server 300 according to the present embodiment; FIG. 2 is a diagram showing an example of a hardware configuration of terminal 200 according to the present embodiment; FIG. FIG. 3 is a diagram showing a configuration example of functions according to the present embodiment; It is a figure which shows typically the structure of the treatment information 50 which concerns on this Embodiment. It is a figure which shows the structural example of the customer information 40 which concerns on this Embodiment. FIG. 4 is a diagram showing a configuration example of recommended talk data 60 according to the present embodiment; FIG. FIG. 6 is a diagram showing an example of a flowchart of processing according to the present embodiment; It is a figure showing other examples of customer information 40 concerning this embodiment. FIG. 4 is a diagram showing an example of a screen displayed via the UI of terminal 200 according to the present embodiment; FIG. FIG. 4 is a diagram showing an example of a screen displayed via the UI of terminal 200 according to the present embodiment; FIG.

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described below with reference to the drawings. In the following description, identical parts and components are given identical reference numerals. Their names and functions are also the same. In the present embodiment, the customer includes the concept of both a repeater customer and a first-time customer.

<System configuration>
FIG. 1 is a diagram schematically showing a configuration to which an information processing system according to this embodiment is applied. Referring to FIG. 1, a server 300, which is an example of an information processing device, provides a support service for recommending a type of treatment according to a customer from among a plurality of types of treatments to a hairdressing salon practitioner. . More specifically, the server 300 includes, for example, a web server and provides the support as a web service. In each barber shop, the practitioner 6 operates the terminal 200 to communicate with the server 300 via the communication network NT, and proposes or recommends a treatment to the customer 5 while using the support service provided by communication. Recommend. It should be noted that the plurality of hairdressing and beauty salons shown in FIG. 1 constitute, for example, franchise stores.

FIG. 2 is a diagram showing an example of the network configuration of the information processing system according to this embodiment. Referring to FIG. 2, the system includes a server 300 communicably connected to various communication networks NT such as the Internet, repeaters 100 such as routers provided in each beauty salon, repeaters 100 and WiFi (registered trademark). ) or the like for wireless communication. Relay 100 relays communication between terminal 200 and server 300 . The terminal 200 is an example of an information processing device, and includes a tablet terminal, a smart phone, and the like that can be carried by a practitioner. Note that if the server 300 is configured to have a wireless communication function, the terminal 200 may be configured to communicate with the server 300 without using the repeater 100 .

<Hardware configuration>
FIG. 3 is a diagram showing an example of the hardware configuration of server 300 according to this embodiment. FIG. 4 is a diagram showing an example of the hardware configuration of terminal 200 according to this embodiment. Referring to FIG. 3, server 300 includes a CPU (Central Processing Unit) 301 corresponding to a control unit for overall control, a ROM (Read Only Memory) 311 for storing programs executed by CPU 301 and data. and a RAM (Random Access Memory) 321, a HDD (Hard Disc Driver) 331, a display 361 such as a liquid crystal display, an operation panel 371 operated by the user to input information, and a network controller for controlling communication via the communication network NT. 351 , wireless communication I/F (abbreviation of Interface) 381 , and R/W (Reader/Writer) 220 which is a device for reading and writing information with respect to a storage medium 382 . The display 361 and operation panel 371 of the server 300 may be provided as an integrally configured touch panel 341 .

The HDD 331 stores a system program 30 including an OS (Operating System) 31, an application program 32, and a DB (Data Base) 33 for managing various information. The DB 33 includes customer information 40 indicating information on customers of the hairdressing and beauty salon, treatment information 50 indicating information on treatments provided at the hairdressing and beauty salon, and recommended talk data 60 . The recommended talk data 60 includes talk script data that can be presented to the practitioner 6 when recommending treatment to the customer 5 .

The R/W 320 includes, for example, an optical drive. The storage medium 382 includes optical discs such as CD-ROMs (Compact Disc Read Only Memory) and DVDs (Digital Versatile Disc). The R/W 320 is detachably attached with a storage medium 382 and reads information such as a program stored in the attached storage medium 382 . The storage medium 382 circulates in a state in which an arbitrary program is stored in a non-volatile manner. R/W 320 can configure server 300 according to the present embodiment by reading information such as a program from storage medium 382 and installing it in a storage such as HDD 331 . Therefore, the subject of the present invention can also be the program itself installed in HDD 331 or the like, or storage medium 382 storing a program for realizing the functions and processes according to the present embodiment. In FIG. 3, the storage medium 382 indicates an optical recording medium such as an optical disk, but is not limited to this, semiconductor recording media such as flash memory, magnetic recording media such as hard disks or storage tapes, MO (Magneto-Optical disk) You may use magneto-optical recording media, such as.

Information such as a program to be installed on HDD 331 may be received from an external device by wireless communication I/F 381 or may be received by network controller 351 from communication network NT and installed on HDD 331 .

Referring to FIG. 4, terminal 200 includes CPU 20 corresponding to a control unit for overall control, ROM 21 and RAM 22 for storing programs and data to be executed by CPU 20, display 23 such as a liquid crystal display, a user (practitioner ) includes an operation panel 25 operated to input information to the terminal 200, a communication controller 27 for controlling communication, and an HDD 28. FIG. HDD 8 includes a web browser 29 which is a program executed to present communication information including web pages from a web server to the user. The web browser 29 provides a user interface UI (User Interface) that enables input/output of information between a web server (eg, server 300) and a user.

The display 23 and the operation panel 25 of the terminal 200 may be provided as an integrated touch panel 24 . The RAM 22 can also be used as a work area when the CPU 20 executes programs. The communication controller 27 includes circuits that control communication with other devices (repeater 100, other terminal 200, server 300, etc.).

<Functional configuration>
FIG. 5 is a diagram showing a configuration example of functions according to the present embodiment. The configuration shown in FIG. 5 shows an example of functions that the server 300 has. The server 300 includes a search engine 321 for searching information in the DB 33, a communication module 322, and a management module 323 for managing information in the DB 33. FIG. Communication module 322 communicates with web browser 29 of terminal 200 via network controller 351 or wireless communication I/F 381 . These modules are implemented by the CPU 311 executing the application program 32 . Note that these modules are not limited to configuration examples realized by the processor of the CPU 311 executing a program, and some or all of these provided modules may be implemented in dedicated hardware circuits (e.g., ASIC (Application Specific Integrated Circuit) or a dedicated circuit such as FPGA (Field-Programmable Gate Array).

The communication module 322 creates a web page based on the search results of the search engine 321 and provides the created web page to the web browser 29 of the terminal 200 . The web browser 29 displays the web page on the display 23 via the UI. The web browser 29 of the terminal 200 transmits the user's operation on the displayed web page to the reception server 300 via the UI. The communication module 322 of the server 300 receives user operation information from the terminal 200 and outputs the received user operation information to the search engine 321 or the management module 323 . The search engine 321 searches the DB 33 based on the received user operation information, and outputs the search result to the communication module 322 . Communication module 322 creates a web page based on the search results from search engine 321 and transfers the created web page to terminal 200 . The web browser 29 displays a screen based on the web page from the server 300 via UI. In this way, the user can acquire desired information from the DB 33 and check it using the UI by interactively communicating with the web server of the server 300 via the web browser 29 of the terminal 200 .

The management module 323 also manages information in the DB 33 based on information on user operations received via the communication module 322 . More specifically, the management module 323 includes a customer information management unit 324 that manages the customer information 40 based on user operation information, a treatment information management unit 325 that manages treatment information 50 based on user operation information, and a user operation includes a recommended talk management unit 326 that manages the recommended talk data 60 based on the information of The customer information management unit 324 registers (changes) the talk identifier 46A or 46B of the talk script presented or not presented for recommending the treatment to the customer described later in the customer information 40 based on the information of the user operation. ) is executed. The treatment information management unit 325 performs a score process 5A that updates (changes) a score 58 of the treatment information 50, which will be described later, based on the information of the user's operation. The recommended talk management unit 326 carries out the score ranking process 6A based on the information of the user's operation. In the scoring ranking process 6A, updating (change) of scores 63, which will be described later, of the talk scripts forming the recommended talk data 60, and ranking (ordering) of the talk scripts based on the scores 63 are performed. Details of these processes will be described later.

<Configuration of treatment information>
FIG. 6 is a diagram schematically showing the configuration of treatment information 50 according to this embodiment. FIG. 6 shows the configuration of the treatment information 50 and the relationship between the treatment information 50 and other information such as customer information 40 and recommended talk data 60 .

The treatment information 50 is at least for each gender and age group, and includes a set of hair or scalp characteristics 57 belonging to the group and a course 54 that is the type of treatment that can be applied to the hair or scalp having the characteristics 57. have multiple In addition, since it is known that the characteristics of a person's hair and scalp differ according to gender and age, it is desirable that at least a combination of gender and age should be used as criteria for grouping the treatment information 50 . Note that such combinations are not limited to combinations of gender and age group, and may be combinations of other types, such as combinations of gender, age group, and occupation.

More specifically, the treatment information 50 has a plurality of different characteristics 57 of human hair or scalp on the Y axis (vertical axis) and a treatment menu 51 including a plurality of courses 54 on the X axis (horizontal axis). Constructs the matrix taken. Each of the plurality of features 57 is classified into one of the different attributes 56 of the person's hair or scalp and constitutes the attribute value of the attribute 56 to which it is classified. The attributes 56 in FIG. 6 include hair volume 5D, hair quality 5E, hair damage 5F and scalp condition 5G. Includes features 57 of hair volume 5D (high, low), features 57 of hair quality 5E (hard, thick, soft, frizzy, permed), and hair damage 5F (breakage, glossiness). gray hair), and scalp condition 5G (dandruff, itching, stickiness, hair loss (postpartum)). Such hair and scalp characteristics are objective information, and from a subjective point of view, they also correspond to personal concerns that people have. Feature 57 can also be treated as such a problem. Note that the types of attributes 56 and features 57 plotted on the Y-axis are examples, and are not limited to these.

A treatment type course 54 constituting a treatment menu 51 on the X axis includes a treatment category 52 and a hair care cosmetics name 53 indicating the type of hair care cosmetics used for performing the treatment. Therefore, even treatments in the same category fall under different courses 54 if the hair care cosmetics used for the treatment are different. Note that the category 52 includes, for example, a treatment 52A, a head spa 52B, and a combination 52C of these in this embodiment, but the treatment category is not limited to these classifications. Note that the course 54 may be a classification that is not based on the type of hair care cosmetics. That is, course 54 may correspond to the type of treatment indicated by category 52 .

Thus, the treatment information 50 includes a plurality of hair or scalp features 57 along the Y axis and a course of treatment 54 along the X axis to be applied to the hair or scalp having the features 57. It has the structure of a matrix with pairs.

Each set of squares in the matrix also contains a score 58 . The score 58 corresponds to a recommended value indicating the degree to which it is recommended to apply the treatment of the course 54 included in the group to the hair or scalp having the characteristics 57 included in the group. For example, the set of scores 58 indicated by a thick frame in the matrix of FIG. 6 indicates "80." In this embodiment, when the treatment of each set of courses 54 is performed on the customer, score processing 5A is performed. As a result, the score 58 of the group is updated by adding points or the like so that the degree of recommendation of the treatment becomes higher.

Furthermore, a talk script of the recommended talk data 60 is associated with each set corresponding to the squares of the matrix of the treatment information 50 .

When searching for the treatment information 50, the search engine 321, for example, acquires the customer's sex, age, and trouble information from the customer information 40, and specifies the treatment information 50 to be searched from the acquired sex and age. The search engine 321 searches the specified treatment information 50 matrix based on the customer's concerns. As a result, one or more sets containing the features 57 that match the concerns are identified, and the search engine 321, based on each identified set, extracts the talk script linked to the set as recommended talk data. Search from 60.

<Configuration of customer information>
FIG. 7 is a diagram showing a configuration example of the customer information 40 according to this embodiment. Referring to FIG. 7, customer information 40 is information managed for each customer in order to provide a type of treatment according to the customer. , treatment history 415 , talk identifier 46 A that identifies a talk script presented to recommend treatment, talk identifier 46 B that was not presented to recommend treatment, and worry history 416 .

Since hairdressing and beauty salons operate on a reservation system, the treatment history 415 has a record for each reservation. The record includes appointment status 45A, appointment time 45B, an identifier 45C, such as the name of the attending practitioner, information 45D, and pointers 45E to other information. A record is newly registered each time a reservation is accepted, and (reservation) is registered in the status 45A of the new record, and the reservation time 45B is registered. The information 45D indicates the treatment reserved by the customer (cut, shampoo, etc.) and the course 54 (type of treatment) recommended by the practitioner. Note that a record can be similarly created in the customer information 40 even for a walk-in customer who is not a reservation customer.

In the reservation status 45A, when the reservation time 45B of the record has elapsed, (reservation) is rewritten to (done), and the identifier 45C of the practitioner who performed the treatment and the course 54, which is the type of treatment performed, are displayed as information 45D. be registered.

In addition, a talk identifier 46A for identifying a talk script presented by the practitioner in dialogue with the customer or a talk script 46B not presented in the dialogue when recommending the type of treatment indicated by the information 45D of the record is registered. The talk identifier 46A or 46B registered in this way is associated with the record by a pointer 45E.

Further, in the worries history 416, the worries 7B acquired by the practitioner from the customer and the acquisition date 7A are registered. Concern 7B indicates one or more concerns. Concerns 7B may also include information obtained from the customer during conversations by the practitioner, or information obtained by the practitioner observing the client's hair or scalp.

<Composition of recommended talk data>
FIG. 8 is a diagram showing a configuration example of recommended talk data 60 according to the present embodiment. Referring to FIG. 8, recommended talk data 60 is presented to the practitioner in order to recommend to the customer the treatment of course 54 included in the set of treatment information 50 to which the recommended talk data 60 is linked. or contains a plurality of talk scripts 62; Here, although the recommended talk data 60 linked to the set includes five talk scripts 62, the number of talk scripts 62 included in the recommended talk data 60 may be one or more, and is not limited to five. Each of the five talk scripts 62 of the recommended talk data 60 is associated with an identifier 61 of the talk script 62 and a score 63 .

A score 63 corresponds to an evaluation value that quantitatively indicates the degree of evaluation of the corresponding talk script 62 . In the present embodiment, when the operator makes a conversation (utterance) based on the corresponding talk script 62 and the wording of the talk script is presented to the customer, the scoring ranking process 6A is performed. In the scoring ranking process 6A, the score 63 is updated (for example, added) so that the evaluation of the talk script 62 becomes higher. and ranked. In this way, the talk script 62 presented for the customer to accept the recommended treatment of the course 54 with which the recommended talk data 60 is linked is highly evaluated and ranked higher.

Here, in the talk script, the practitioner at the hair salon tells the customer the details of the treatment (including the explanation of the hair care cosmetics used for the treatment), the reason for recommending the treatment (the reason associated with the characteristics of the customer's hair or scalp). , to explain the expected effects (or effects that cannot be expected) from the treatment.

<Flowchart>
FIG. 9 is a diagram showing an example of a flowchart of processing according to the present embodiment. FIG. 10 is a diagram showing another example of customer information 40 according to this embodiment. 11 and 12 are diagrams showing examples of screens displayed via the UI of terminal 200 according to the present embodiment. Referring to FIG. 9, in a hairdressing and beauty salon, a hairdressing salon can recommend a type of treatment (course 54) suitable for a customer from among a plurality of types of treatment based on the characteristics of the customer's hair or scalp. Describe the processing to support.

The CPU 301 of the server 300, as the search engine 321, retrieves the (reservation) record from the treatment history 415 of the customer information 40, performs reservation acceptance (step S1), and starts searching for the treatment information 50 (step S3). For example, file open processing of the treatment information 50 is performed.

CPU 301 acquires the concerns of the customer whose reservation has been accepted (step S3). In step S<b>3 , for example, the practitioner acquires concerns by observing the customer's hair or scalp or through dialogue with the customer, and operates terminal 200 to transfer the acquired concerns to server 300 . In step S3, it is assumed that one concern is acquired. In step S3, the CPU 301 may acquire the concern 7B by searching the concern history 416 from the customer information 40. FIG. In the case of this search, only the recent worries 7B may be searched out of the worries history 416 .

The search engine 321 searches for the treatment information 50 based on the acquired concerns. Thereby, the feature 57 that matches the feature of the hair or scalp indicated by the problem is specified, and one or more sets including the feature 57 are acquired from the treatment information 50 . Here, multiple sets are acquired from the treatment information 50 . As a result, the courses 54 included in each of the plurality of sets are specified as candidates for the type of treatment (course) recommended to the customer (step S4). In this identification, candidate refinement may be performed. For example, the search engine 321 identifies one or more sets (courses 54) that include features 57 that match the customer's hair or scalp concerns, where the recommended score 58 is greater than a threshold value. You may do so. Alternatively, a predetermined number of sets (courses 54) may be identified that represent the higher recommendation based on score 58. FIG.

The CPU 301 creates a web page as the communication module 322 based on the customer information 40 of the customer accepted as the reservation in step S1 and the candidate course 54 specified in step S4, and sends the created web page to the terminal 200 of the practitioner. Send (step S5). The IP address of the terminal 200 that is the transmission destination of such a web page can be obtained based on the operator's identifier 45C registered in the (reservation) record of the customer information 40, for example.

In the terminal 200, the CPU 20, as the web browser 29, receives the web page from the server 300 and displays the screen of the received web page via the UI (steps S10, S11).

An example of the screen displayed on the touch panel 24 in step S11 is shown in FIG. Referring to FIG. 11, the reservation list screen displays two pieces of reservation information for 10:20 and 13:10. For example, the appointment information includes appointment time and items 246-249. For example, the first appointment information includes the appointment time (10:20), the name of the customer based on the name 411 of the customer information 40 in item 246, and the practitioner in charge based on the identifier 45C of the customer information 40 in item 248 name and is displayed. Further, item 247 displays the treatments (such as cuts) reserved by the customer based on the information 45D of the customer information 40, and item 249 displays the candidate course 54 specified in step S4 as the course 54 treatment. It is displayed together with the information of the hair care cosmetics to be used. For example, in item 249, course 54 is displayed with a combination of treatment (C1)/hair care cosmetics (V1). Also, the second reservation information is displayed in the same manner as the first reservation information.

Next, the practitioner carrying the terminal 200 interacts with the customer and operates the terminal 200 to communicate with the server 300, thereby determining one course to be administered to the customer from among a plurality of candidate courses. Execute course determination processing. In the course determination process, for example, the screen of FIG. 12 is displayed. On the screen of FIG. 12, for example, a list 241 of seven candidate courses 54 and a button 244 are displayed. In the list 241, for each of the candidate courses 54, items consisting of the course name and the name of the hair care cosmetics used for the treatment of the course are displayed. In the list 241, the candidate courses 54 are displayed in descending order of the degree of recommendation indicated by the score 58 of the correspondence.

Returning to FIG. 9, the user (practitioner) selects a candidate course 54 from the list 241 on the touch panel 24 in FIG. 1 by performing a touch operation or the like (step S6d). The CPU 201 receives the user operation via the UI and transmits information on the received user operation to the server 300 .

In the server 300, the talk script 62 of the recommended talk data 60 linked to the set of the candidate courses 54 selected by the user operation of the terminal 200 is transferred to the terminal 200 in step S6a. More specifically, CPU 301 , as communication module 322 , receives information on the user's operation from terminal 200 . As the search engine 321, the CPU 301 searches for the treatment information 50 based on the received information of the user operation. By this search, a set of a course 54 and a feature 57 that respectively match the candidate course 54 indicated by the received user operation information and the concerns of the customer information 40 is obtained from the treatment information 50 . The CPU 301, acting as the search engine 321, acquires five ranked talk scripts 62 from the recommended talk data 60 linked to the acquired set (step S6b). The acquired five talk scripts 62 are transmitted to the terminal 200 by the communication module 322 (step S6c).

The terminal 200 receives the five talk scripts 62 from the server 300 (step S6e), and displays the received talk scripts via the UI according to the ranking order. Referring to FIG. 12, for example, a plurality of talk scripts 62 acquired from recommended talk data 60 are associated with the type of treatment (course 54) of the group to which the talk scripts 62 are linked, and displayed in balloon 243. is displayed (step S6f). By tapping the balloon 243, the user can switch the talk script 62 in the balloon to the talk script 62 of the next order.

The user interacts with the customer by conversation (utterance) based on the talk script 62 displayed in balloons 243 . In the process of dialogue, if the customer does not agree with the recommendation of the candidate course 54, the user selects the next candidate course from the list 241 of FIG. 12 (step S6d). As a result, the course determination process is repeatedly performed for the next candidate course in the same manner as described above.

On the other hand, if the user agrees with the recommendation of the candidate course 54 while proceeding with the conversation based on the talk script 62 displayed in the balloon 243, the user presses the button 244 on the screen of FIG. is operated (step S12). This operation is an operation of determining, from the list 241, the type of treatment (course 54) to be given to the customer from among the recommended candidate courses. An operation of the button 244 corresponds to an operation indicating that it has been determined that the type of treatment included in the set will be applied to the customer. More specifically, this corresponds to a user operation indicating that the presentation of the talk script 62 associated with the group has recommended the treatment of the type to the customer.

In step S<b>12 , the CPU 21 transmits the course information 91 and the talk script information 92 specifying the determined candidate course 54 to the server 300 . The course information 91 indicates (a set of a course (treatment) and hair care cosmetics). The talk script information 92 indicates the identifier 61 of the talk script 62 presented in the conversation and presented when the treatment of the candidate course 54 was recommended to the customer. The talk script information 92 indicates the identifier 61 of the talk script being displayed in the balloon 243 when the button 244 is operated, for example. Alternatively, the talk script information 92 is the identifier of the talk script touch-operated to indicate that it was presented by the practitioner among the talk scripts displayed in the balloon 243, or was not presented (touch-operated). It may be an identifier of a talk script.

In server 300, CPU 301 performs score ranking processing 6A as recommended talk management unit 326 (step S7), and performs score processing 5A as customer information management unit 324 (step S8). More specifically, in the scoring ranking process 6A, based on the identifier 61 indicated by the talk script information 92 received from the terminal 200, the talk script 62 corresponding to the identifier 61 is searched from the recommended talk data 60 and retrieved. A score 63 of the talk script 62 is added, and ranking is performed after the addition of points. In this way, the evaluation value (score 63) is updated so that the evaluation of the talk script 62 becomes higher, and re-ranking is performed after the update. Also, in the score processing 5A, based on the group indicated by the course information 91 received from the terminal 200, a score 58 corresponding to the group is added from the treatment information 50. FIG. In this way, the recommendation value (score 58) is updated so that the degree of recommendation for the type of treatment indicated by the group is increased.

The practitioner operates the terminal 200 to input the information of the client determined in step S12 (step S13), and the terminal 200 transmits the input information to the server 300 (step S13).

In steps S13 and S14, the information input by the practitioner and transmitted to the server 300 includes information about concerns, such as information about concerns acquired in dialogue with the customer, and the identifier of the talk script. The identifier of the talk script includes the identifier of the talk script presented to the customer when recommending the candidate course 54 and the identifier of the talk script not presented in the dialogue of the course determination process.

The CPU 301 of the server 300 updates the customer information 40 based on the information received from the terminal 200 (step S9). For example, based on the information on concerns received from the terminal 200, the customer information management unit 324 registers concerns 7B and date 7A of responses in the concerns history 416 of the customer information 40. FIG. Also, using the identifier of the talk script from the terminal 200, the customer information management unit 324 executes the talk processing 4A. In such talk processing 4A, the identifier of the talk script presented to the customer in the course determination processing and the identifier of the talk script not presented to the customer are registered in talk identifiers 46A and 46B of customer information 40, respectively.

9 is executed, the customer information 40 shown in FIG. 7 is changed to the information shown in FIG. 10, for example. In FIG. 10, the items indicated by arrows (reservation status 45A, talk identifiers 46A and 46B, concerns 7B and date 7A) have been updated.

Note that the order in which the talk scripts 62 are displayed in the balloon 243 of FIG. 12 is not limited to the ranking order, and may be a random order.

<Modification>
In the present embodiment, the function of the repeater 100 provided in a hairdressing and beauty salon may be performed by a POS (Point of sale system) terminal of the hairdressing and beauty salon. In addition, the POS terminal may be configured to include the modules and data shown in FIG. configuration. Also, the terminal 200 may have the functions of the server 300 .

12, the color and background of the talk script 62 displayed in the balloon 243 are changed between the talk script corresponding to the talk identifier 46A of the customer information 40 and the talk script corresponding to the talk identifier 46B. The display mode may be changed by, for example, By distinguishing the display modes in this way, the practitioner can decide whether or not to make an utterance based on the talk script in the display mode of the talk script in the balloon 243, or whether to switch to the next talk script, or It can be used as support information for determining whether or not to select the next candidate course. For example, since the talk script corresponding to the identifier 46B is a talk script that has not been presented in the past, it can be determined that even if it is presented, it will not be a decisive factor in accepting the treatment recommended by the customer. In addition, since the talk script corresponding to the talk identifier 46A is a talk script presented in the past, it can be determined that the talk script is likely to be the decisive factor in accepting the treatment recommended by the customer. In this way, by distinguishing the display modes, it is possible to provide support information for selecting (determining) the talk script to be incorporated into the dialogue.

In the present embodiment, hair care cosmetics refer to cosmetics intended for cleaning, styling, and protecting the hair (head hair) or scalp. For example, shampoos, rinses, treatments, lotions, hair liquids, hair sprays, permanent waves, hair dyes, hair restorers and tonics and the like can be included. If the customer likes the treatment using these hair care products, the customer can purchase the hair care products at the beauty salon. The POS terminal or terminal 200 can register the type of hair care cosmetics purchased by the customer in the customer information 40 by the customer information management unit 324 .

By using such purchase information of hair care cosmetics of the customer, in specifying the candidate set (course) in step S4 of FIG. may be identified as candidates with priority over other sets.

<Advantages of Embodiment>
The practitioner is presented with a set of treatment types corresponding to the feature 57 that matches the hair or scalp feature (concern 7B) of the customer information 40 specified from the treatment information 50 . Furthermore, when recommending the presented candidate to the customer, a talk script for recommendation is presented. As a result, the practitioner can smoothly determine the type of treatment that meets the customer's concerns while interacting with the customer according to the talk script.

In addition, the recommendation level (score 58) associated with the set including the type of treatment determined in this way, that is, the set including the type of treatment that was successfully recommended is updated so as to increase as the recommendation succeeds. Therefore, the recommendation level of each set of the treatment information 50 can be appropriately managed.

It should be considered that the embodiments disclosed this time are illustrative in all respects and not restrictive. The scope of the present invention is indicated by the scope of the claims rather than the above description, and is intended to include all modifications within the scope and meaning of equivalents of the scope of the claims.

4A talk processing, 5 customer, 5A score processing, 5D hair volume, 5E hair quality, 5F damage, 5G scalp condition, 6 practitioner, 6A scoring ranking processing, 21 ROM, 22 RAM, 23,361 display, 24,341 touch panel , 25, 371 operation panel, 27 communication controller, 29 web browser, 30 system program, 32 application program, 40 customer information, 45A status, 45B reservation time, 45C, 61 identifier, 45D information, 45E pointer, 46A, 46B talk identifier , 50 treatment information, 51 treatment menu, 52 category, 52A treatment, 52B head spa, 52C combination, 53 hair care cosmetic name, 54 course, 56 attribute, 57 feature, 58 score, 60 recommended talk data, 62 talk script, 63 score, 91 course information, 92 talk script information, 100 repeater, 200 terminal, 241 list, 244 buttons, 246, 247, 249 items, 300 server, 321 search engine, 322 communication module, 323 management module, 324 customer information management section, 325 treatment information management unit, 326 recommended talk management unit, 351 network controller, 382 storage medium, 411 name, 413 sex, 414 occupation, 415 treatment history, 416 trouble history, 7A date, 7B trouble, NT communication network.

Claims (12)

A method performed by an information processing device,
The information processing device is
information storage means for storing a plurality of sets including characteristics of hair or scalp and types of treatment applied to hair or scalp having said characteristics;
a plurality of talk scripts linked to each of the plurality of pairs for recommending the type of treatment included in the pair to the customer; a talk storage means for storing an evaluation value for evaluating each of the plurality of talk scripts; with
The talk script indicates a talk script for a beauty salon or barber shop practitioner to recommend to the customer a type of treatment included in the set to which the talk script is linked,
The method includes:
based on the characteristics of the customer's hair or scalp, identifying in the information storage means one or more sets containing the characteristics;
a step of searching the talk storage means for the plurality of talk scripts linked to each of the identified one or more pairs;
a step of displaying the plurality of talk scripts retrieved for each of the specified pairs through a UI (user interface) in association with the type of treatment of the pair ;
A step of managing the evaluation value,
In the step of managing the evaluation value,
For each of the plurality of talk scripts, when it is determined that the type of treatment included in the set to which the talk script is linked is recommended by the customer by presenting the talk script, the above-mentioned An information processing method, wherein the evaluation value is updated such that the evaluation becomes higher . In the displaying step,
2. The plurality of talk scripts according to claim 1 , wherein the plurality of talk scripts associated with a set of treatment types selected by user operation via the UI from among the displayed sets of treatment types are displayed. Information processing methods. Each set of said information storage means further comprises:
including a recommended value indicating the degree to which the treatment included in the set is recommended to be applied to the hair or scalp having the characteristics included in the set,
In the identifying step, one or more sets including the feature in the information storage means based on the feature of the customer's hair or scalp, and the set having the recommended value larger than the threshold is specified. The information processing method according to claim 1 or 2 . further comprising the step of managing each set of recommended values;
In the step of managing the recommended value ,
For each set of the information storage means, when it is determined that the type of treatment included in the set is performed on the customer, the recommended value of the set is updated so as to increase the degree of recommendation. Item 4. The information processing method according to item 3 . The determination that the type of treatment included in the set is performed on the customer is
5. The information processing method according to claim 4 , comprising determining that the treatment of the type is recommended for the customer by presenting the talk script linked to the set. The UI is
configured to be able to accept a user operation on the information processing device,
The user includes the practitioner,
The user operation is
6. The method according to claim 5 , comprising a user operation indicating that the customer is recommended to undergo the type of treatment included in the group by presenting the talk script linked to the group. Information processing methods. In the displaying step,
7. The method of claim 1 , wherein the plurality of searched talk scripts are associated with a set of treatment types to which the talk scripts are linked, and displayed via the UI in order based on the evaluation value. The information processing method according to any one of the items . The information processing method according to any one of claims 1 to 7 , wherein the type of treatment includes a type of hair care cosmetics used for performing the treatment. The information storage means is
storing at least for each gender and age group, a plurality of sets including the characteristics of the hair or scalp of the person belonging to the group and the type of treatment applied to the hair or scalp having the characteristics;
In the identifying step,
9. The information processing according to any one of claims 1 to 8 , wherein one or more sets including said characteristics are specified in said information storage means based on the customer's sex, age and hair or scalp characteristics. Method. information storage means for storing a plurality of sets including characteristics of hair or scalp and types of treatment applied to hair or scalp having said characteristics;
a plurality of talk scripts linked to each of the plurality of pairs for recommending the type of treatment included in the pair to the customer; a talk storage means for storing an evaluation value for evaluating each of the plurality of talk scripts ; with
The talk script indicates a talk script for a beauty salon or barber shop practitioner to recommend to the customer a type of treatment included in the set to which the talk script is linked,
means for identifying, in the information storage means, one or more sets containing the characteristics of the customer's hair or scalp based on the characteristics;
means for retrieving, from the talk storage means, the plurality of talk scripts linked to each of the identified one or more pairs;
means for displaying, via a UI (user interface), the plurality of talk scripts retrieved for each of the identified sets in association with the type of treatment of the set ;
further comprising means for managing the evaluation value,
The means for managing the evaluation value is
For each of the plurality of talk scripts, when it is determined that the type of treatment included in the set to which the talk script is linked is recommended by the customer by presenting the talk script, the above-mentioned An information processing device that updates the evaluation value so that the evaluation becomes higher . A program for causing a computer to execute the information processing method according to any one of claims 1 to 9 . An information processing device and a terminal that communicates with the information processing device,
The information processing device is
information storage means for storing a plurality of sets including characteristics of hair or scalp and types of treatment applied to hair or scalp having said characteristics;
a plurality of talk scripts linked to each of the plurality of pairs for recommending the type of treatment included in the pair to the customer; a talk storage means for storing an evaluation value for evaluating each of the plurality of talk scripts ; including
The talk script indicates a talk script for a beauty salon or barber shop practitioner to recommend to the customer a type of treatment included in the set to which the talk script is linked,
means for identifying, in the information storage means, one or more sets containing the characteristics of the customer's hair or scalp based on the characteristics;
means for retrieving, from the talk storage means, the plurality of talk scripts linked to each of the identified one or more pairs;
further comprising means for managing the evaluation value,
The means for managing the evaluation value is
For each of the plurality of talk scripts, when it is determined that the type of treatment included in the set to which the talk script is linked is recommended by the customer by presenting the talk script, the above-mentioned updating the evaluation value so that the evaluation is higher;
The terminal is
receiving the plurality of talk scripts searched for each of the identified pairs from the information processing device, associating the received plurality of talk scripts with the type of treatment of the pair, and via a UI (user interface) information processing system, including means for displaying

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