JPWO2016139782A1 - Chat system, chat method, and chat program - Google Patents

Abstract

A chat system according to an embodiment includes a selection unit and a connection unit. The selection unit refers to a counselor database that stores counselor data indicating correspondence between the product and the counselor when it is determined that a chat space is provided to the user based on the user's action log regarding the product, Select the counselor corresponding to. The connection unit communicatively connects the user terminal corresponding to the user and the counselor terminal corresponding to the selected counselor to generate a new chat space dedicated to the user and the selected counselor.

Description

  One aspect of the present invention relates to a computer system, method, and program for setting a chat environment.

  In general, general consumers who want to purchase products in a store in the real world (actual store) not only see the actual product and try it, but also ask the store clerk for advice about the product You may also choose a product for reference. For the consumer, interaction with the store clerk can be an important factor in deciding on the product, but in reality, the store clerk is not nearby or is talking to another customer for consultation. You may not be able to find someone to ride. There are also people who are not good at speaking to the store clerk. As a store, this situation results in a loss of customer service opportunities, which can result in lost sales opportunities.

  Assuming these situations, there are conventional computer systems that support chat related to products. For example, Patent Document 1 below describes a system for constructing a virtual communication space in which people who have actually experienced the same thing in a limited space in the real world such as an actual store exchange opinions or opinions in real time. ing. In this system, when a user carrying a user terminal moves in the real world and enters a predetermined space in the real world controlled by the virtual communication space providing unit, the virtual communication space providing unit displays the identification information of the communication channel. The user terminal senses the identification information and logs into the communication channel. Thus, the user can use the electronic bulletin board and chat by sharing the virtual communication space provided by the virtual communication space providing unit.

International Publication No. 2000/076154 Pamphlet

  In the system described in Patent Document 1, a virtual communication space is formed from the beginning, which means that hardware resources for the space are always consumed. In addition, for a person who does not know when to receive consultation from another person such as a store clerk, it is necessary to constantly monitor the virtual communication space, which may cause a burden. In addition, since an unspecified number of people can log in to the virtual communication space, smooth exchange of information is hindered by unintended others for those who want to chat only with a specific person such as a store clerk. There is a possibility.

  Such a problem is not limited to the real world and can occur in a virtual space. For example, it is convenient if a user browsing a product on the Internet wants to consult someone about the product and can chat with a specific partner.

  Therefore, it is desired to construct a chat space related to products only when necessary and only with necessary partners.

  The chat system according to one aspect of the present invention is a counselor that stores counselor data indicating a correspondence between a product and a counselor when it is determined that a chat space is provided to the user based on a user action log related to the product. Referring to the database, the selection unit that selects a counselor corresponding to the product, and the user terminal corresponding to the user and the counselor terminal corresponding to the selected counselor are connected to each other by the communication connection. And a connection unit for generating a new chat space dedicated to the consultant.

  A chat method according to an aspect of the present invention is a chat method executed by at least one processor, and consults with a product when it is determined to provide a chat space to the user based on a user's action log related to the product. A selection step for selecting a counselor corresponding to a product with reference to a counselor database that stores counselor data indicating correspondence with the counselor, and a counselor corresponding to the user terminal corresponding to the user and the selected counselor And a connection step of generating a new chat space dedicated to the user and the selected counselor by communicating with a terminal.

  The chat program according to one aspect of the present invention stores a counselor that indicates correspondence between a product and a counselor when it is determined that a chat space is provided to the user based on the user's action log regarding the product. A selection step of selecting a counselor corresponding to the product with reference to the database, and a user terminal corresponding to the user and a counselor terminal corresponding to the selected counselor are communicatively connected so that the user and the selection are selected. The computer is caused to execute a connection step for generating a new chat space dedicated to the consultant.

  In such an aspect, the terminals communicate with each other only between the user and the counselor corresponding to the product after it is determined that the user needs a chat space in consideration of the user's behavior regarding the product. Connected to create a new chat space. Therefore, it is possible to construct a chat space relating to a product only when necessary and only with a necessary partner.

  According to one aspect of the present invention, a chat space related to a product can be established only when necessary and only with a necessary partner.

It is a figure which shows the concept of the chat in embodiment. It is a figure showing the whole chat system composition concerning an embodiment. It is a figure which shows the hardware constitutions of the computer used for the chat system which concerns on embodiment. It is a block diagram which shows the function structure of the chat system which concerns on embodiment. It is a figure for demonstrating the method of using a beacon. It is a figure which shows the example of an area database. It is a figure which shows the example of a goods database. It is a figure which shows the example of a counselor database. It is a figure which shows the example of a chat screen. It is a sequence diagram which shows operation | movement of the chat system which concerns on embodiment. It is a figure which shows the structure of the chat program which concerns on embodiment.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings. In the description of the drawings, the same or equivalent elements are denoted by the same reference numerals, and redundant description is omitted.

  The function and configuration of the chat system 1 according to the embodiment will be described with reference to FIGS. The chat system 1 is a computer system that constructs a chat space for products.

  A “product” is an object that is traded for free or free in economic activities. The kind and aspect of the product are not limited at all, and may be tangible or intangible (service).

  “Chat” is a means for a plurality of people to have a conversation in real time (or almost in real time) via a communication network. Chat generally consists of messages exchanged between specific connected people. The expression form of the message is not limited, and the message may be represented by characters, still images (for example, pictures and photos), moving images, audio, or a combination thereof.

  The “chat space” is a virtual place generated on the communication network for chatting between specific people, and is constructed on the data area of the computer. The “chat space related to the product” means a chat space generated mainly for the purpose of exchanging information about the product. However, topics other than products may be developed in the chat space.

  The chat system 1 generates a chat space only when necessary. “Only when necessary” means that the chat space is newly generated only when it is determined that the chat space needs to be generated. “Creating a new chat space” means creating a chat space that has not existed in the chat system 1 until then. The chat space generated by the chat system 1 is a place dedicated to two or more specific people, and this is only a terminal of the specific people, that is, two or more specific terminals (more specifically, , Only the terminal designated at the time of generating the chat space) can access the chat space. The chat system 1 generates a chat space by communicating and connecting the limited terminals. “Communication connection” is a process of connecting at least two terminals and a chat server via a communication network so that data can be transmitted and received between the at least two terminals via the chat server.

  The present invention can be used in various scenes. An example of such a scene is schematically shown in FIG. FIG. 1 shows a scene in which a user 220 who has visited a real store 200 that is a store in the real world is viewing a product 210 such as a television in an exhibition area 201 a on the floor 201. When the user 220 performs an operation necessary for obtaining information about the product 210 or when it is estimated that the user 220 is interested in the product 210, the chat system 1 determines that the counselor corresponding to the product 210 is used. And the terminal 20 of the user 220 and the terminal of the selected counselor are communicatively connected. Thereby, a chat space dedicated to the user 220 and the selected counselor is newly generated. FIG. 1 shows that a chat space 241 has been generated between the user 220 and the counselor 231 on the floor 201. Of course, the counselor 232 on another floor 202 may be selected to generate the chat space 242, or the counselor 233 at a location different from the actual store 200 may be selected to generate the chat space 243. It can be done. FIG. 1 also shows an example of a chat displayed on the terminal 20 of the user 220. This chat is a text conversation (message exchange) between the user 220 displaying “A” on the screen and the counselor 231 displaying “S”.

  A “user” is a person who is interested in a product or a person who is estimated to be interested in a product. Users can be said to be potential consumers of goods. Examples of users include people who visit actual stores, people who are in the vicinity of the products on display, people who access any website and browse product information, etc. The embodiment is not limited to these. On the other hand, the “consultant” is a chat partner for the user. For example, the counselor plays a role of providing information related to the product to the user. Examples of counselors include sales staff, producers, help desk or support desk staff. Or the person who does not correspond to them but has abundant knowledge about goods can also become a counselor.

  As shown in FIG. 2, the chat system 1 includes a chat server 10, one or more user terminals 20, one or more counselor terminals 30, and a database group 40. Chat server 10, user terminal 20, and counselor terminal 30 can communicate with each other via an arbitrary communication network Na such as the Internet or an intranet. The chat server 10 can access the database group 40 via an arbitrary communication network Nb such as the Internet or an intranet.

  The chat server 10 is a computer that generates a chat space between a specific user terminal 20 and a counselor terminal 30 by communication connection. Chat server 10 may be composed of a single computer or a plurality of computers. When using a plurality of computers, these computers are connected via a communication network such as the Internet or an intranet, so that one chat server 10 is logically constructed.

  The user terminal 20 is a computer that a user uses for chatting. The user terminal 20 may be owned by the user or may be owned by a person different from the user. On the other hand, the counselor terminal 30 is a computer used by the counselor for chatting. The counselor terminal 30 may be owned by the counselor, may be owned by the organization to which the counselor belongs, or may be owned by a person different from these. The specific types of these two types of terminals are not limited. For example, these two types of terminals may be mobile terminals such as high-function mobile phones (smartphones), mobile phones, and personal digital assistants (PDAs), stationary or portable personal computers, glasses, and wristwatches. It may be a wearable terminal such as a type. Alternatively, these two types of terminals may be a combination of a plurality of terminals. For example, a combination of one smartphone and one wearable terminal can logically function as one user terminal 20. The type of terminal may be the same or different between the user terminal 20 and the counselor terminal 30.

  A general hardware configuration of the computer 100 functioning as the chat server 10, the user terminal 20, or the counselor terminal 30 is shown in FIG. The computer 100 includes a processor (e.g., CPU) 101 that executes an operating system, application programs, and the like, a main storage unit 102 that includes a ROM and a RAM, an auxiliary storage unit 103 that includes a hard disk, a flash memory, and the like, The communication control unit 104 includes a network card or a wireless communication module, an input device 105 such as a keyboard, a mouse, and a touch panel, and an output device 106 such as a monitor and a touch panel. Of course, the hardware modules to be mounted differ depending on the type of the computer 100. For example, a stationary PC often includes a keyboard, a mouse, and a monitor as an input device and an output device, but in a smartphone, a touch panel often functions as an input device and an output device.

  Each functional element in the chat system 1 reads predetermined software on the processor 101 or the main storage unit 102, and operates the communication control unit 104, the input device 105, the output device 106, and the like under the control of the processor 101. This is realized by reading and writing data in the main storage unit 102 or the auxiliary storage unit 103. Data and a database necessary for processing are stored in the main storage unit 102 or the auxiliary storage unit 103.

  The database group 40 is a set of one or more databases. The “database” is a functional element (storage unit) that stores a data set so that it can cope with arbitrary data operations (for example, extraction, addition, deletion, and overwriting) from a processor or an external computer. The database mounting method is not limited. For example, a database management system or a text file may be used.

  As shown in FIG. 4, the chat server 10 includes an acquisition unit 11, a determination unit 12, a selection unit 13, a connection unit 14, and an invalidation unit 15 as functional components. The user terminal 20 has a chat function 21, and the counselor terminal 30 has a chat function 31. The chat function 21 includes a preparation module that executes pre-processing necessary for generating the chat space 50 (for example, transmission / reception of data to / from the chat server 10), and a connection module that communicates with the counselor terminal 30 for chatting. This is realized by installing software including the above on the user terminal 20. The chat function 31 is realized by installing on the counselor terminal 30 software including a connection module that communicates and connects with the user terminal 20 for chatting in response to an instruction from the chat server 10. Based on such functions of the user terminal 20 and the counselor terminal 30, each component of the chat server 10 will be described below.

  The acquisition unit 11 is a functional element that acquires a user action log related to a product. The acquisition unit 11 is realized by the processor 101 operating the communication control unit 104 and reading and writing data in the main storage unit 102 or the auxiliary storage unit 103 in accordance with an instruction of a chat program P1 described later.

  The “behavior log” is data indicating the user's actual behavior or the estimated user's behavior, and specifically indicates data indicating the user's behavior regarding the product or such estimated behavior. It is data. The “user behavior regarding the product” is a conscious or unconscious movement of the user who recognizes some product. The product conscious of the user may be a specific product or a more vague concept. For example, if the user knows the product model number, it means that the user is conscious of the particular product. When the user is conscious of only the manufacturer of the product without being aware of the model number (for example, consciousness of “Company X TV”) or only for the product category (for example, consciousness of “TV” only) , Which user's consciousness is more vague than when conscious of a specific product.

  In one example, the behavior log includes at least a user ID, behavior information, and product information. The acquisition unit 11 receives the behavior data transmitted from the user terminal 20, and acquires the behavior log based on the behavior data. The “behavior data” is data necessary for acquiring an action log transmitted from the user terminal 20. The acquisition unit 11 may acquire the behavior data itself as the behavior log, or may acquire the behavior log by adding or processing any data item (for example, behavior information or product information) based on the behavior data. .

  The user ID is an identifier for uniquely identifying the user, and any user ID may be used as long as the identification is possible. For example, a personal account may be used as the user ID, or a terminal ID that is an identifier of the user terminal 20 may be used as the user ID.

  The behavior information is information indicating the user's behavior indicated by the user ID. The specific content or configuration of the behavior information is not limited as long as it is possible to specify or estimate what kind of behavior the user has taken.

  For example, the behavior information may include position information that specifies a position or place where the user stays in the real world (this position or place is also referred to as an “area” in this specification). The position information is information indicating an action “the user has come to or stayed at the place”. The position information may indicate only the position of the user at a certain temporary point, or may be a history of the position of the user at a plurality of points in time. The position itself may be indicated by latitude and longitude, or may be indicated by another coordinate system. Alternatively, the position may be specified by an area ID set in advance and indicating a specific physical space. For example, the area ID “A305” may be assigned to the exhibition area 201a in FIG.

  In another example, the behavior information may include time information indicating the time during which the user is taking some behavior. For example, the time information may indicate a time when the user enters a specific place (entry time) or a time when the user stays at the place, or a time when the user terminal 20 displays a website of a specific product. May be indicated. When the time information indicates the staying time, the staying state of the user in a certain area can be determined with higher accuracy. When the time information indicates the entry time, it is not necessary to continuously acquire a plurality of behavior data, so that the processing load and communication load on the chat server 10 and the user terminal 20 can be suppressed.

  Alternatively, the behavior information may be indicated by a combination of position information and time information. In this case, it is possible to specify where and when the user has entered or where the user has stayed. In still another example, the behavior information may be data input by the user via the user terminal 20. Examples of input data include, but are not limited to, an instruction for starting a chat and image data obtained by a camera mounted on the user terminal 20.

  The product information is information indicating items related to the product. The “item related to the product” is an attribute that can specify at least a specific product or a specific product category. The product category is a concept for dividing various products into a plurality of groups, and may be represented hierarchically. For example, subcategories such as “TV”, “audio equipment”, “washing machine”, “lighting equipment”, and the like may exist below the product category “home appliance”. Examples of the merchandise information include a merchandise category ID that is a merchandise category identifier, a merchandise ID that is a merchandise identifier and is indicated by a product number or a model number, and a serial number for physically identifying individual merchandise. However, the specific content or configuration of the product information is not limited to these. In the present embodiment, an example in which the product information is a product category ID will be mainly described. However, the processing described later can be similarly realized even when the product ID is used.

  When acquiring the action log, the acquiring unit 11 outputs the data to the determining unit 12. As long as the action log can be finally output to the determination unit 12, the action log acquisition method is not limited. An example of action log acquisition is shown below.

[First method (use of device other than user terminal)]
First, a method using an external device installed in or near an area where an actual product or an image of the product is displayed will be described. This external device is a device independent (different) from the user terminal 20. This external device transmits necessary data to the user terminal 20 existing nearby.

  In the following, referring to FIG. 5, a beacon 60 exemplifying a method using a beacon is a device that wirelessly transmits data to a user terminal 20 that is present nearby. Examples of the wireless communication standard between the beacon 60 and the user terminal 20 include Bluetooth (registered trademark) and its extended standard, Bluetooth Low Energy (BLE), but the communication standard is not limited in any way. Absent. In the present embodiment, the beacon 60 transmits data including one area ID indicating an area where the beacon is installed, one product category ID, and one or more product IDs at predetermined time intervals (for example, 1 second). May be sent). If BLE is used, a universal unique identifier (UUID) is used as an area ID or a value corresponding to one area ID, a product category ID is set as the major value, and a product ID is set as the minor value. May be.

  In the embodiment using the beacon 60, the user terminal 20 receives data from the beacon 60 and detects a received signal strength indicator (RSSI) of the beacon 60. The user terminal 20 receives data issued from the beacon 60 in response to an explicit instruction from the user or an instruction from the chat function 21 or automatically without receiving these instructions.

  When the user terminal 20 receives data from only one beacon 60, the chat function 21 sends the data (area ID, product category ID, and product ID) and user ID to the chat server 10 as action data. Send.

  When a plurality of beacons 60 exist near the user terminal 20, the user terminal 20 may receive data from these beacons 60. In this case, the chat function 21 selects data from the beacon 60 having the maximum RSSI (that is, the beacon 60 closest to the user terminal 20), the data (area ID, product category ID, and product ID) and the user. A pair with the ID is transmitted to the chat server 10 as action data. The user terminal 20 repeats such transmission processing every predetermined time. Note that the transmission interval of the behavior data is set in consideration of the accuracy of determining the staying status of the user in a certain area and the environment of the user terminal 20 that performs transmission (for example, power consumption and processor operation rate). That's fine. For example, the user terminal 20 may transmit data to the chat server 10 every 10 seconds.

  As described above, there are several ways in which the user terminal 20 (chat function 21) processes the data from the beacon 60. In any case, the acquisition unit 11 receives the action data transmitted from the user terminal 20.

  As an example, the acquisition unit 11 may acquire the action data obtained by one reception as an action log as it is.

  As described above, since the user terminal 20 can transmit behavior data every predetermined time, the acquisition unit 11 can continuously acquire the behavior data for a certain user ID a plurality of times at a predetermined time interval. Using this, the acquisition unit 11 obtains a time during which one combination of the user ID, the area ID, and the product category ID has been continuously received, and at least the user ID, the calculated time, and the Data including the product category ID may be acquired as an action log. The action log may further include an area ID for subsequent processing. The action log acquired in this way indicates that a certain user stayed in an area of a specific product category for at least that time. Here, the “staying time” is the time that a certain user has been present in one specific area, or the estimated time that the user has continued to exist as such. The acquisition unit 11 outputs an action log to the determination unit 12 every time the stay time is obtained.

For example, it is assumed that the acquisition unit 11 continuously receives the following behavior data D1 to D4 every 10 seconds for the user A whose ID is “U01”. Individual behavior data is represented as {user ID, area ID, product category ID, product ID}. Further, it is assumed that the acquisition unit 11 has not received the action data regarding the user ID “U01” before receiving the action data D1.
Behavior data D1 = {“U01”, “A210”, “C110”, “P1130”}
Behavior data D2 = {“U01”, “A210”, “C110”, “P1130”}
Behavior data D3 = {“U01”, “A210”, “C110”, “P1130”}
Behavior data D4 = {“U01”, “A211”, “C320”, “P3240”}
In this case, the acquisition unit 11 starts to measure the stay time for the set {“U01”, “A210”, “C110”} at the time when the behavior data D1 is received, and the user ID and the product category ID The action log including the stay time “0 seconds” is output to the determination unit 12. When the action data D2 is received, the acquisition unit 11 determines that the stay time corresponding to the set is 10 seconds, and obtains the user ID “U01”, the product category ID “C110”, and the stay time “10 seconds”. The included action log is output to the determination unit 12. When the behavior data D3 is received, the acquisition unit 11 determines that the stay time is 20 seconds, and obtains an action log including the user ID “U01”, the product category ID “C110”, and the stay time “20 seconds”. Output to the determination unit 12. When the action data D4 is received, the acquisition unit 11 ends the measurement of the stay time corresponding to the set, and measures the stay time for the new set {“U01”, “A211”, “C320”}. First, an action log including the new user ID and product category ID and the stay time “0 seconds” is output to the determination unit 12.

  Regarding the first technique, the beacon 60 instead of the user terminal 20 may transmit the behavior data to the chat server 10. Specifically, the user terminal 20 periodically transmits a user ID, and the beacon 60 receives the user ID. And the beacon 60 transmits the action data including the user ID and the area ID, the product category ID, and the product ID stored in advance to the chat server 10. The acquisition unit 11 processes the behavior data in the same manner as when receiving behavior data from the user terminal 20. When the behavior data for one user ID is received from a plurality of beacons 60, the acquisition unit 11 may process the behavior data from the beacon 60 having the maximum RSSI. In addition, if the acquisition part 11 can access the correspondence table | surface of beacon ID and area ID which are the identifiers of the beacon 60 memorize | stored on arbitrary recording media, beacon 60 will replace beacon ID instead of area ID. You may transmit as a part of action data. The acquisition unit 11 refers to the correspondence table and acquires an area ID corresponding to the beacon ID.

  This first method can also be realized using a device other than the beacon 60. For example, by applying an RFID (radio frequency identifier) and the user terminal 20 equipped with an RFID reader reads an RF tag provided in the vicinity of a product, an area ID, product category ID, And the product ID may be acquired.

[Second method (use of GPS)]
Next, a method using a GPS (Global Positioning System) function mounted on the user terminal 20 will be described.

  In this method, the database group 40 includes an area database 41, and the acquisition unit 11 uses this database. Each record in the area database 41 is area data including at least an area ID, a geographical range, and product information, and is uniquely specified by the area ID. The table (a) in FIG. 6 is an example using a product category ID as product information, and the table (b) is an example using a product ID.

  The “geographic range” is a value indicating the range of physical space in the real world. In this embodiment, the geographical range is represented by (x, y, z, r) using the center coordinates (x, y, z) indicated by latitude, longitude, and altitude and the radius r. However, the method of expressing the geographical range is not limited to this, and for example, the geographical range may be represented by a plurality of coordinates indicating its boundary or vertex. Further, the geographical range may be represented not by three-dimensional coordinates but by two-dimensional coordinates only of latitude and longitude.

  Since a product belonging to a certain product category or a certain product can exist in a plurality of places, one product category ID has a plurality of product categories such as a product category ID “C100” in the table (a) of FIG. May correspond to area ID. However, one area ID corresponds to one product category ID (or product ID).

  In this method, the user terminal 20 responds to an explicit instruction from the user or an instruction from the chat function 21 or automatically without receiving these instructions (hereinafter simply referred to as “current”). Position)). This current position can be said to be the current position of the user. The user terminal 20 transmits the set of the current position and the user ID to the chat server 10 as action data. The user terminal 20 repeats such measurement and transmission every predetermined time.

  When receiving the behavior data from the user terminal 20, the acquisition unit 11 reads the area ID and the product category ID corresponding to the current position from the area database 41, and generates a combination including the user ID, the area ID, and the product category ID. To do. The acquisition unit 11 may acquire the data obtained by this one generation as it is as an action log.

  As described above, since the user terminal 20 can transmit behavior data every predetermined time, the acquisition unit 11 can continuously acquire the behavior data for a certain user ID a plurality of times at a predetermined time interval. Using this, the acquisition unit 11 obtains a time during which one combination of the user ID, the area ID, and the product category ID has been continuously generated, and at least the user ID, the calculated time, and the Data including the product category ID may be acquired as an action log. The action log may further include an area ID for subsequent processing. The action log acquired in this way indicates that a certain user stayed in an area of a specific product category for at least that time. The acquisition unit 11 outputs an action log to the determination unit 12 every time the stay time is obtained. The method of calculating the stay time is the same as the method using beacons.

[Third method (use of product image)]
Next, a method using a product image taken by the user terminal 20 will be described. An “image” is an image in which an object is fixed on some medium so that it can be perceived by human vision. In the chat system 1, an image can be visually recognized by processing data indicating the image (image data) that can be processed by a computer. More specifically, the image is recorded in a storage device such as a memory, and is output to an output device such as a monitor by processing of the processor, thereby enabling visual recognition. The image may be a still image or may be an individual frame constituting a moving image. The “product image” is an image obtained by copying the actual product or a product displayed on some medium.

  In this method, the database group 40 includes a product database 42, and the acquisition unit 11 uses this database. As shown in FIG. 7, each record of the product database 42 is product data including at least a product ID, a product category ID, a product image, and a URL of a product page corresponding to the product ID, and is uniquely identified by the product ID. Is done. The “product page” is a web page in which information for specifying a product (for example, a product ID or a product category ID) is embedded. The product page may have a function for completing the purchase procedure for the corresponding product.

  In this method, the user terminal 20 generates product image data by releasing the shutter of the camera in response to an explicit instruction from the user or an instruction from the chat function 21. Then, the user terminal 20 transmits the set of the product image data, the user ID, and the position information to the chat server 10 as action data. The specific content or configuration of the position information is not limited. For example, the position information may be an area ID obtained from a beacon or a current position obtained by GPS. After transmitting the behavior data, the user terminal 20 repeats the process of acquiring the location information and transmitting the set of the user ID and the location information as the behavior data without transmitting the product image data every predetermined time.

  Upon receiving behavior data from the user terminal 20, the acquisition unit 11 analyzes the product image data and identifies a product having the highest degree of similarity with each product image in the product database 42. Then, the acquisition unit 11 acquires the product category ID of the specified product from the product database 42. Through this series of processing, the acquisition unit 11 estimates the category of the product photographed by the user terminal 20. Subsequently, the acquisition unit 11 generates a combination including a user ID, an area ID, and a product category ID. When the current position of the user terminal 20 is received as the position information, as described above, the acquisition unit 11 reads the area ID corresponding to the current position from the area database 41, and from the user ID, the area ID, and the product category ID. Produces a combination of The acquisition unit 11 may acquire data obtained by one generation as an action log as it is.

  As described above, since the user terminal 20 can transmit action data every predetermined time, the acquisition unit 11 can continuously acquire data for a certain user ID a plurality of times at predetermined time intervals. Using this, the acquisition unit 11 obtains one combination consisting of a user ID, an area ID, and a product category ID, and then obtains a time during which the combination is continuously acquired, and at least the user ID And data including the calculated time and the product category ID may be acquired as an action log. The action log may further include an area ID for subsequent processing. The action log acquired in this way indicates that a certain user stayed in an area of a specific product category for at least that time. The acquisition unit 11 outputs an action log to the determination unit 12 every time the stay time is obtained. The calculation of the stay time is the same as that shown in the first and second methods.

[Fourth Method (Web Page Monitoring)]
The present invention can be applied not only to a scene where a user touches a product in the real world such as an actual store, but also to a scene where the user touches a product in a virtual space on the Internet. A “virtual space” is a space in which a person can send and receive information via a computer or a communication network. For example, the present invention can be applied to a scene where a web page (for example, a product page) is browsed via the user terminal 20, and a method for acquiring an action log by monitoring the web page will be described below. To do.

  In this method, the user terminal 20 measures the display time of the product page on the user terminal 20 in response to an explicit instruction from the user or an instruction from the chat function 21 or automatically without receiving these instructions. . When the user terminal 20 can identify the product ID or the product category ID by analyzing the source code of the web page, the user terminal 20 may determine that the web page is the product page and measure the display time. The user terminal 20 transmits a set of the measured display time, the user ID, and the product category ID to the chat server 10 as action data regardless of whether or not the web page that is the target of timing is still displayed. The user terminal 20 repeats such measurement and transmission every predetermined time.

  When receiving the behavior data from the user terminal 20, the acquisition unit 11 acquires these data as a behavior log and outputs this behavior log to the determination unit 12. Since the user terminal 20 can transmit data every predetermined time as described above, the acquisition unit 11 repeatedly receives behavior data for one user ID (acquisition of behavior log) and outputs to the determination unit 12. Can be executed.

  Thus, although the acquisition part 11 can acquire an action log using various methods, the process of the acquisition part 11 is not limited to these, You may employ | adopt another method.

  The determination unit 12 is a functional element that determines whether to provide a chat space to the user based on the action log. The determination unit 12 is realized by the processor 101 reading and writing data in the main storage unit 102 or the auxiliary storage unit 103 in accordance with an instruction from the chat program P1. The determination unit 12 stores therein rule data serving as a reference for determining whether or not to provide a chat space, and compares the action log input from the acquisition unit 11 with the rule. For example, the rule is embedded in the code of the chat program P1 in advance, or is defined in an external file (for example, a data file or a setting file) independent of the chat program P1, so that Implemented as part. Various methods are also conceivable for the processing of the determination unit 12, but some examples will be shown below.

[First method (considering action duration)]
The determination unit 12 may determine to provide a chat space to the user when the duration of the user's action regarding the product is equal to or greater than a predetermined threshold value THa. It can be said that the determination that the chat space is provided to the user is a process of estimating that the user is interested in the product and determining that the generation of the chat space is effective. On the other hand, it can be said that the process for determining that the chat space is not provided to the user is a process for determining that the user is not interested in the product and determining that it is not necessary to generate the chat space. The “behavior duration” is a time for which a certain behavior of the user continues or a time for which the behavior is estimated to be continued, for example, the stay time and the display time described above. The staying time is the time for which the user continues to stay in one area, and the display time is the time for which the user continues to browse one web page (or the time estimated to continue browsing). The threshold value THa may be arbitrarily set according to the type of duration of action, and therefore the specific value of the threshold value THa may be different between when the stay time is used and when the display time is used.

  When the stay time or the display time indicated by the action log input from the acquisition unit 11 is less than the threshold THa, the determination unit 12 determines not to provide a chat space to the user, and ends the process. In this case, subsequent processing in the chat server 10 is not performed, and a new chat space for the user terminal 20 is not generated.

  On the other hand, when the stay time or the display time indicated by the action log is equal to or greater than the threshold value THa, the determination unit 12 does not ask the user terminal 20 whether or not to generate a chat space and asks the user for the chat space. You may decide to provide In this case, since a chat space can be generated without generating additional communication between the chat server 10 and the user terminal 20 for an inquiry, the communication load on the network and the processing load on the user terminal 20 are accordingly increased. And can be reduced. In addition, since no special operation is required from the user, the usability of the chat system 1 is improved accordingly.

  When the stay time or the display time indicated by the action log is equal to or greater than the threshold value THa, the determination unit 12 may inquire the user terminal 20 whether to generate a chat space. This inquiry can be said to be a process for creating an opportunity for communication by automatically speaking to the user as if the store clerk at the actual store. Therefore, the determination unit 12 causes the user terminal 20 to display a message such as “Looking for TV?” Based on the product category ID and a message such as “Please feel free to contact us via chat.” May be. In response to this inquiry, when the user terminal 20 has transmitted answer information indicating permission to generate a chat space, the determination unit 12 determines to provide the user with a chat space. On the other hand, when the user terminal 20 has transmitted answer information indicating that the chat space generation is rejected in response to the inquiry, the determination unit 12 determines not to provide the chat space to the user, and ends the processing. To do. The answer information is set according to an instruction input by the user to the user terminal 20. By accepting the user's explicit answer in this way, the chat space can be generated only when the chat is actually necessary for the user, so the communication load on the network and the processing load on the user terminal 20 and the counselor terminal 30 And can be reduced.

[Second method (method that does not consider the duration of action)]
The determination unit 12 may determine to provide a chat space to the user when one action log is input from the acquisition unit without considering the duration of the action. The determination unit 12 may execute the determination based on one action log without inquiring the user terminal 20 whether or not to generate a chat space. In this case, since a chat space can be generated without generating additional communication between the chat server 10 and the user terminal 20, the communication load on the network and the processing load on the user terminal 20 are reduced accordingly. be able to. In addition, since no user operation is required, usability is improved accordingly.

  Alternatively, when one action log is obtained, the determination unit 12 may inquire whether or not to generate a chat space to the user terminal 20 without obtaining the stay time and the display time. In response to this inquiry, when the user terminal 20 has transmitted answer information indicating permission to generate a chat space, the determination unit 12 determines to provide the user with a chat space. On the other hand, when the user terminal 20 has transmitted answer information indicating that the chat space generation is rejected in response to the inquiry, the determination unit 12 determines not to provide the chat space to the user, and ends the processing. To do. By accepting the user's explicit answer in this way, the chat space can be generated only when the chat is actually necessary for the user, so the communication load on the network and the processing load on the user terminal 20 and the counselor terminal 30 And can be reduced.

  If it is determined that a chat space is provided to the user, the determination unit 12 outputs an action log to the selection unit 13.

  The selection unit 13 is a functional element that selects a counselor corresponding to a product (for example, a product category ID or a product corresponding to the product ID) when it is determined to provide a chat space to the user. The selection unit 13 is realized by the processor 101 reading and writing data in the main storage unit 102 or the auxiliary storage unit 103 in accordance with an instruction from the chat program P1.

  For the processing of the selection unit 13, the database group 40 includes a counselor database 43. Each record in the counselor database 43 is counselor data including at least counselor ID, product information, the current position of the counselor, and the current situation of the counselor, and is uniquely specified by the counselor ID. The table (a) in FIG. 6 is an example using a product category ID as product information, and the table (b) is an example using a product ID.

  The counselor ID is an identifier for uniquely identifying the counselor. As long as the identification is possible, anything may be used as the counselor ID. For example, a personal account may be used as the counselor ID. The “current position (of the counselor)” is the position where the counselor is currently located. In the example of FIG. 8, the current position is indicated by an area ID, but the method of expressing the current position is not limited to this, and may be a position obtained by the GPS function of the counselor terminal 30, for example. The current position of the counselor need not be specified. In the example of FIG. 8, such a case is represented as “unregistered”. “(Consultant's) status” indicates the current status of the counselor or the counselor terminal. Specifically, whether the counselor is currently connected to a user and chatting or consulting. Indicates whether or not communication with a worker terminal is possible. In the example of FIG. 8, communication with the counselor terminal is possible, and if the counselor is not chatting with any user, it is indicated as “vacant”, and if the counselor is chatting with a user, “chat” “Middle”, and “Offline” if communication with the counselor terminal is not possible.

  The number of counselor IDs stored in the counselor database 43, that is, the number of people registered as counselors in the chat system 1 is limited. This means that no one in the world can be a counselor and no one who has access to the chat system 1 can be a counselor.

  The selection unit 13 accesses the counselor database 43 and extracts a counselor ID corresponding to the product category ID input from the determination unit 12. Various methods can be considered for this extraction, but some examples are shown below.

[First method (when only one consultant ID is extracted)]
When only one counselor ID is extracted corresponding to the product category ID, the selection unit 13 examines the status of the counselor. The selection unit 13 selects the counselor ID if the situation corresponding to the counselor ID is “vacant”.

  On the other hand, if the situation is “chatting”, the selection unit 13 may inquire the user terminal 20 whether or not to wait for the turn for the chat. When the user terminal 20 has transmitted answer information indicating that the user terminal 20 is waiting for an order, the determination unit 12 selects the extracted counselor ID. On the other hand, when the user terminal 20 has transmitted answer information indicating that the user terminal 20 does not wait for the order, the determination unit 12 discards the extracted counselor ID and ends the process. In this case, the chat server 10 does not perform subsequent processing, and no chat space is generated. The answer information is set according to an instruction input by the user to the user terminal 20. By accepting the user's explicit answer in this way, a chat space can be generated only when chatting is necessary for the user, so the communication load on the network and the processing load on the user terminal 20 and the counselor terminal 30 are reduced. Can be reduced.

  Two or more simultaneous connections are allowed for one counselor ID, and a counselor may be able to use a plurality of chat spaces at the same time. On the premise of this, when the situation is “chatting” and the current number of simultaneous connections for one counselor ID is a predetermined threshold (for example, 3 or 5), The user terminal 20 may be inquired whether to wait for the turn for the chat. The number of simultaneous connections is the number of valid (non-invalidated) chat spaces generated corresponding to one counselor ID, and the number of users connected to one chat space (user terminals 20). Even if the situation is “chatting”, if the current number of simultaneous connections for one counselor ID is less than the threshold, the selection unit 13 selects the counselor ID.

  When the situation is “in chat”, the selection unit 13 does not ask the user terminal 20 whether to wait for the chat order, and discards the extracted counselor ID and ends the process. Good. As a result, the subsequent processing is not performed in the chat server 10, and the chat space for the processing target user is not generated. In this case, since no additional communication occurs between the chat server 10 and the user terminal 20 for the inquiry, the communication load on the network and the processing load on the user terminal 20 can be reduced accordingly. .

[Second method (when multiple consultant IDs are extracted)]
When a plurality of counselor IDs correspond to one product category ID, the selection unit 13 may select some of the counselor IDs (for example, one counselor ID). As one method, the selection unit 13 examines the situation for each of a plurality of consultant IDs, and if there is only one consultant ID whose situation is “vacant”, selects the one consultant ID. Also good. When there are two or more counselor IDs whose status is “vacant”, the selection unit 13 selects the current position of each of the two or more counselor IDs and the input action log (more specifically, the area ID) and the counselor ID with the closest physical distance to the user may be selected. By considering the current location of the user and counselor in this way, the user may have an opportunity to chat with a counselor who is on the same floor or in the same building as his / her own. It is possible to exchange information verbally directly. When two or more simultaneous connections are permitted for one counselor ID, the selection unit 13 may select one or two or more counselor IDs in ascending order of the number of simultaneous connections.

  Alternatively, the selection unit 13 may select all of two or more counselor IDs whose status is “vacant”. In this case, the user has an opportunity to chat with a plurality of counselors, and there is a possibility that information about the product can be obtained more efficiently.

  When one or more counselor IDs are selected, the selection unit 13 outputs the counselor ID to the connection unit 14 together with the action log.

  The connecting unit 14 connects the user terminal 20 and the counselor terminal 30 corresponding to the selected counselor ID, thereby generating a new chat space 50 dedicated to the user and the selected counselor. It is. The connection unit 14 is realized by the processor 101 operating the communication control unit 104 according to an instruction of a chat program P1 described later to read and write data in the main storage unit 102 or the auxiliary storage unit 103.

  The connection unit 14 secures a data area for the chat space in the chat system 1. Then, the connection unit 14 push-distributes the login request to the user terminal 20 corresponding to the user ID and one or more counselor terminals 30 corresponding to each of the selected one or more counselor IDs. Log in to the generated chat space 50. “Login” is an authentication process for accessing the chat space. The “login request” is a signal for causing the terminal to log in to the chat space.

  When the chat function 21 of the user terminal 20 and the chat function 31 of the counselor terminal 30 receive the login request, they may log in to the chat space 50 in response to the login request without accepting the operation of the user and the counselor. In this case, this login is automatically executed at each terminal. In other words, the connection unit 14 may generate the chat space 50 by communicatively connecting the user terminal 20 and the counselor terminal 30 without accepting the operations of the user and the counselor.

  Alternatively, the chat function 21 of the user terminal 20 inquires of the user whether or not to log in in response to receiving the login request, and logs into the chat space 50 only when a user input indicating that login is permitted is accepted. May be. When the user is inquired about the necessity of login, it can be said that the login request also functions as a notification for guiding the user to the chat space 50. This is a process that considers users who have resistance to automatic login to the chat space 50. If the user terminal 20 does not log into the chat space 50 even after a predetermined time has elapsed since the login request is transmitted, the connection unit 14 determines whether or not the counselor terminal 30 has logged into the chat space 50. Instead, the chat space 50 may be invalidated (the invalidation unit 15 described later may execute this invalidation). On the other hand, for the counselor, for example, if the counselor terminal 30 is a desktop computer, when the counselor terminal 30 automatically logs into the chat space 50, the counselor is away from the terminal and immediately receives a message. However, since an environment where the counselor can use the chat space 50 is prepared, the counselor can chat after returning to his / her terminal.

  When each terminal logs in to the chat space 50, a plurality of terminals are communicatively connected via the chat space 50, and the visualized chat space 50 is displayed on each terminal as a chat screen. The “chat screen” is a user interface displayed for a user or a counselor to chat via his / her terminal. The user and the selected counselor can chat with each other via the chat screen. The generated chat space 50 is provided only to the terminal that has received the login request from the connection unit 14, and as a result, the chat space 50 is used only by the user and the selected counselor. The chat system 1 does not provide a means for another terminal (a terminal that has not received a login request) to access the generated chat space 50 later.

  When the chat space 50 is generated, the connection unit 14 extracts product data corresponding to the product category ID from the product database 42 and displays at least a part of the product data (for example, product image) on the chat screen. Good.

  An example of the chat screen is shown in FIG. The chat screen 70 includes a display area 71 showing a plurality of extracted product images and a display area 72 showing a chat between the user and the counselor. In each image in the display area 71, a URL to a corresponding product page may be embedded as at least a part of a hyperlink. In this case, the user selects the image to select the product. A page can be displayed to purchase a product.

  The invalidation unit 15 is a functional element that invalidates the chat space 50 generated by the connection unit 14. The invalidation unit 15 is realized by the processor 101 operating the communication control unit 104 and reading and writing data in the main storage unit 102 or the auxiliary storage unit 103 in accordance with an instruction of a chat program P1 described later.

  “Disabling the chat space” is a process for preventing the user terminal 20 and the counselor terminal 30 once logged in to the chat space from accessing the chat space from a certain point in time. The invalidation of the chat space may include a process of deleting the chat space, that is, a process of deleting data related to the chat space from the storage medium. When the chat space is disabled, the user and the counselor cannot chat with each other. In order for the user to chat again, the above-described series of processing by the acquisition unit 11, the determination unit 12, the selection unit 13, and the connection unit 14 is necessary. There are various methods for invalidating the chat space, and some examples are shown below.

[First method (instruction from the terminal)]
The invalidation unit 15 may invalidate the chat space 50 according to a logoff operation by a user or a counselor. When a plurality of counselors are participating in one chat space 50, the invalidation unit 15 may invalidate the chat space 50 according to a log-off operation by the counselor remaining until the end. In this method, the chat function 21 of the user terminal 20 or the chat function 31 of the counselor terminal 30 transmits a logoff instruction to the chat server 10, and the invalidation unit 15 invalidates the chat space 50 according to the instruction.

[Second method (use of action log)]
The invalidation unit 15 determines whether the chat space 50 should be invalidated based on a further action log of the user after the chat space 50 is generated, and the chat space 50 when the predetermined condition is satisfied. May be disabled. In this method, even after logging in to the chat space 50, the user terminal 20 continues to transmit behavior data to the chat server 10 at predetermined time intervals, and the acquisition unit 11 generates or sets a behavior log based on the behavior data, Input to the invalidation unit 15.

  For example, the invalidation unit 15 may invalidate the chat space 50 when the user moves from an area where the user stayed at the time when the chat space 50 was generated to another area. This is a process of estimating that the user has lost interest in the product in the stay area at the time when the chat space 50 is generated, and invalidating the chat space 50.

  Alternatively, the invalidation unit 15 may invalidate the chat space 50 when the product page displayed at the time of generation of the chat space 50 is switched to another web page on the user terminal 20. This is a process of estimating that the user has lost interest in the product viewed at the time when the chat space 50 is generated, and invalidating the chat space 50.

  When invalidating the chat space 50 in response to a change in the user's stay area or a page transition on the user terminal 20, the invalidation is executed without making an inquiry to the user terminal 20 and the counselor terminal 30. (Ie automatic invalidation). Alternatively, the invalidation unit 15 inquires of the user terminal 20 whether or not the chat space 50 may be invalidated, and the invalidation unit 15 executes the invalidation only when response information indicating invalidation permission is obtained from the user terminal 20. Good. Considering the purpose of the chat space in the present embodiment, the inquiry is normally made only to the user terminal 20, but the invalidation unit 15 may make the same inquiry only to the counselor terminal 30, You may go to both the user terminal 20 and the counselor terminal 30. When making inquiries to both terminals, the invalidation unit 15 may invalidate the chat space 50 for the first time when the invalidation permission is obtained from both the user terminal 20 and the counselor terminal 30, or at least one The invalidation may be executed when the permission is obtained from the terminal.

[Third method (monitoring chat input)]
The invalidation unit 15 may invalidate the chat space when chat is no longer performed. Specifically, the invalidation unit 15 receives a message from the user terminal 20 or the counselor terminal 30 in the chat space 50 last time, and when no new message is input for a predetermined time (for example, 3 minutes), The chat space 50 is invalidated. Even in such invalidation, the invalidation unit 15 may invalidate the chat space 50 without making an inquiry to the user terminal 20 and the counselor terminal 30 as in the second method. The invalidation may be executed for the first time when reply information indicating invalid permission is obtained from the terminal 20 or the counselor terminal 30.

[Fourth method (behavior log and input status monitoring)]
The invalidation unit 15 may determine whether or not to invalidate the chat space 50 based on both the user behavior and the chat input status. This is a combination of the second method and the third method.

  The invalidation unit 15 is an area in which a new message has not been input for a predetermined time (for example, 3 minutes) since the last message was input to the chat space 50 and the user stayed at the time when the chat space 50 was generated. The chat space 50 may be invalidated when moving to another area. Alternatively, the invalidation unit 15 has not received a new message for a predetermined time (for example, 3 minutes) since the last message input, and is displayed on the user terminal 20 when the chat space 50 is generated. The chat space 50 may be invalidated when the web page is switched to another web page.

  Next, the operation of the chat system 1 will be described with reference to FIG. 10, and the chat method according to the present embodiment will be described.

  First, the user terminal 20 transmits action data to the chat server 10 (step S11). As described above, the specific content or configuration of the behavior data is not limited, and the opportunity for the user terminal 20 to transmit the behavior data is not limited. Further, the user terminal 20 may continue to transmit action data at a predetermined time interval.

  In the chat server 10, the acquisition part 11 receives the action data, and acquires an action log based on the action data (step S12, acquisition step). As described above, the action log acquisition method is not limited. For example, the acquisition unit 11 may acquire the action data as it is as an action log. Or the acquisition part 11 may produce | generate an action log from the action data sent continuously several times about one user ID. Or the acquisition part 11 may produce | generate an action log by referring the database group 40 using action data.

  Subsequently, the determination unit 12 determines whether to provide a chat space to the user based on the action log (step S13, determination step). This can be said to be processing for determining whether or not the user is interested in the product indicated by the action log. As described above, there are various determination methods. For example, the determination unit 12 may determine that the chat space is provided to the user unconditionally in response to acquiring the action log. Alternatively, the determination unit 12 may determine whether or not to provide the chat space by comparing the duration of the user's action (stay time or display time) indicated by the action log with a predetermined threshold. Alternatively, the determination unit 12 may inquire the user terminal 20 whether or not a chat space is necessary, and may determine whether or not to provide a chat space based on answer information in response to the inquiry. If it is determined that the chat space is not provided to the user (step S13; NO), the chat server 10 ends the process at this point, and no chat space is generated.

  On the other hand, when it is determined that a chat space is provided to the user, the selection unit 13 refers to the counselor database 43 using the action log, and selects a counselor corresponding to the product indicated by the action log. (Step S14, selection step). The selection unit 13 may select only one counselor or a plurality of counselors. In addition, the selection unit 13 selects at least one of the current availability of the counselor and the positional relationship between the user and the counselor (more specifically, the physical distance between the user and the counselor). A counselor may be selected based on the basis. Thus, the selection of the counselor is not limited to a specific method, and various methods can be adopted.

  When the counselor is selected, the connection unit 14 generates the chat space 50. Specifically, the connection unit 14 secures a data area for the chat space 50 in the chat system 1 (step S15, connection step). Subsequently, the connection unit 14 transmits a login request by push distribution to the user terminal 20 and each of the counselor terminals 30 corresponding to the selected one or more counselors (step S16, connection step). In response to the request, each terminal, which is the destination of the login request, logs in to the chat space 50 automatically without requesting a human operation or according to a human operation (step S17, connection step). Through this series of procedures, the connection unit 14 communicatively connects the user terminal 20 and the selected counselor terminal 30, and generates a new chat space 50 dedicated to the user and the selected counselor (step S18, Connection step).

  Through such a series of processes, the user and the selected counselor can chat with the other party by inputting messages through the chat space 50 (step S19).

  Thereafter, the invalidation unit 15 invalidates the chat space 50 (step S20, invalidation step). As described above, the invalidation is not limited to a specific method, and various methods can be considered. For example, the invalidation unit 15 may invalidate the chat space 50 in response to an explicit instruction from the user or counselor, that is, a request from the user terminal 20 or the counselor terminal 30. Alternatively, the invalidation unit 15 does not accept requests from the user terminal 20 and the counselor terminal 30 that are logged in (connected) to the chat space 50, and further action logs acquired by the acquisition unit 11 after the generation of the chat space 50. The chat space 50 may be automatically invalidated based on the above. For example, the invalidation unit 15 may invalidate the chat space 50 in response to a change in the position of the user terminal 20 or invalidate the chat space 50 in response to a web page transition occurring on the user terminal 20. May be executed. Alternatively, the invalidation unit 15 may invalidate the chat space 50 when a new message is not input for a predetermined time or longer.

  Next, a chat program P1 for causing a computer to function as the chat server 10 will be described with reference to FIG.

  The chat program P1 includes a main module P10, an acquisition module P11, a determination module P12, a selection module P13, a connection module P14, and an invalidation module P15.

  The main module P10 is a part that performs overall management of the chat space. The functions realized by executing the acquisition module P11, the determination module P12, the selection module P13, the connection module P14, and the invalidation module P15 are the acquisition unit 11, the determination unit 12, the selection unit 13, and the connection unit 14, respectively. , And the function of the invalidating unit 15.

  The chat program P1 may be provided after being fixedly recorded on a tangible recording medium such as a CD-ROM, DVD-ROM, or semiconductor memory. Alternatively, the chat program P1 may be provided via a communication network as a data signal superimposed on a carrier wave.

(Second Embodiment)
The chat system 1 may generate a chat space based on a plurality of action logs related to a plurality of user terminals 20. In the present embodiment, the chat system 1 causes the plurality of users to participate in one chat space when it is estimated that a plurality of users each carrying their own terminal are acting together, When it is estimated that the plurality of users are acting separately, a separate chat space is provided to each of the plurality of users. In other words, the chat system 1 allows these users to participate in a single chat space when a plurality of users are estimated to be acquaintances, and individual users when the plurality of users are estimated to be others. Provide users with a separate chat space. Below, each function of the chat server 10 in this embodiment is demonstrated.

  The acquisition unit 11 acquires action logs of a plurality of users related to the product. The acquisition unit 11 acquires an action log for each user terminal 20 using the method described in the first embodiment.

  The determination unit 12 determines for each user whether or not to provide a chat space based on the action logs of a plurality of users, and determines which chat space is provided for each of the users determined to provide the chat space. judge.

  After determining whether or not to provide a chat space for each user, the determination unit 12 classifies one or more users determined to provide the chat space into one or more groups, thereby assigning the users to each chat space. May be determined. For the process of determining whether to provide a chat space for each user, the determination unit 12 performs the same process as that in the first embodiment for each user (more specifically, each user terminal 20). It is to execute.

  If only one user is determined to provide the chat space, the determination unit 12 outputs an action log corresponding to the user to the selection unit 13. In this case, the selection unit 13, the connection unit 14, and the invalidation unit 15 execute the same processing as that in the first embodiment.

  On the other hand, when there are a plurality of users determined to provide the chat space, the determination unit 12 compares the action logs of the individual users and collects the users estimated to have the same action as one group. .

  The determination unit 12 may group together a plurality of users having the same area ID and stay time as one group. However, the stay times do not have to match completely. For example, the determination unit 12 may determine that the stay times are the same as long as the stay time is within a generally negligible error range. In this specification, “same stay time” is a concept including a case where a plurality of stay times for a plurality of users are within an arbitrarily set error range.

For example, for the following five users, the behavior log indicated by {user ID, area ID, staying time, product category ID} is as follows, and the allowable error of staying time is 5 seconds.
User A: {“U101”, “A220”, “30 (seconds)”, “C200”}
User B: {“U102”, “A230”, “30 (seconds)”, “C210”}
User C: {“U103”, “A230”, “35 (seconds)”, “C210”}
User D: {“U105”, “A220”, “20 (seconds)”, “C200”}
In this case, the determination unit 12 sets the users B and C having the same area ID and the same stay time (strictly speaking, the stay time error is within an allowable range) as one group Ga. To summarize. This means that it is estimated that the users B and C are taking the same action. On the other hand, since the users A and D have the same area ID but different stay times, the determination unit 12 does not group these two users into one group, but makes the user A belong to the group Gb and It belongs to Gc.

  Alternatively, the determination unit 12 may group a plurality of users having the same entry time into the area indicated by a certain area ID as one group. However, the entry times do not have to coincide completely. For example, the determination unit 12 may determine that the timing is the same as long as it is within a generally negligible error range. In this specification, “the same entry time” is a concept including a case where a plurality of entry times for a plurality of users are within an arbitrarily set error range.

For example, for the following five users, the action log indicated by {user ID, area ID, entry time (date is omitted), product category ID} is as follows, and the allowable error of the staying time is 5 seconds: Suppose that
User A: {“U101”, “A220”, “11:30:15”, “C200”}
User B: {“U102”, “A230”, “11:35:40”, “C210”}
User C: {“U103”, “A230”, “11:35:50”, “C210”}
User D: {“U105”, “A220”, “11:30:18”, “C200”}
In this case, the determination unit 12 sets the users A and D having the same area ID and the same entry time (strictly speaking, the error in the entry time is within an allowable range) as one group Gp. To summarize. This means that it is estimated that the users A and D are taking the same action. On the other hand, since the users B and C have the same area ID but different entry times, the determination unit 12 makes the user B belong to the group Gq without grouping the two users into one group, and the user C is grouped. It belongs to Gr.

Alternatively, the determination unit 12 may determine, for each group, whether to provide a chat space after classifying the plurality of user terminals 20 into one or more groups. For example, for the following five users, the behavior log indicated by {user ID, area ID, staying time, product category ID} is as follows, and the allowable error of staying time is 5 seconds.
User A: {“U101”, “A220”, “35 (seconds)”, “C200”}
User B: {“U102”, “A230”, “10 (seconds)”, “C210”}
User C: {“U103”, “A230”, “13 (seconds)”, “C210”}
User D: {“U104”, “A210”, “25 (seconds)”, “C205”}
User E: {“U105”, “A220”, “33 (seconds)”, “C200”}
In this case, the determination unit 12 collects the users A and E having the same area ID and the same staying time as one group Ga, similarly, the users B and C as one group Gb, and the user D Belong to group Gc. This means that the behaviors of the users B and C are the same, the behaviors of the users A and E are the same, and the user D is acting alone. In this example, it is assumed that 20 (seconds) is set as the threshold value THa for providing the chat space to the user. In this premise, the determination unit 12 determines to provide one chat space for the group Ga (users A and E), determines to provide another chat space to the group Gc (user D), and determines the group Gb (users). B, C) is determined not to provide a chat space.

  When it is determined that the chat space is provided to a group including one or more users, the selection unit 13 selects a counselor corresponding to a product (a product specified by the product category ID or the product ID). The selection unit 13 selects a counselor for each group using the same method as in the first embodiment.

  The connection unit 14 communicatively connects one or more user terminals 20 belonging to a certain group to the counselor terminal 30 corresponding to the selected counselor ID, so that the users in the group and the selected counselor are connected. Create a new chat space dedicated to. The connection unit 14 generates a chat space for each group using the same method as in the first embodiment. The difference from the first embodiment is a process of transmitting a login request to two or more user terminals 20 belonging to one group and causing those user terminals 20 to log in to the chat space.

  The invalidation unit 15 invalidates the chat space generated by the connection unit 14. When only one user participates in one chat space, the processing of the invalidation unit 15 is the same as that in the first embodiment. Hereinafter, a process when a plurality of users participate in one chat space will be described.

[First Method (Method Based on Instruction from Terminal)]
The invalidation unit 15 may invalidate the chat space according to a logoff operation by the user who remains until the end or the counselor who remains until the end.

[Second method (use of action log)]
The invalidation unit 15 may invalidate the chat space by applying the second method in the first embodiment. For example, the invalidation unit 15 may invalidate the chat space when at least one of the users participating in one chat space moves to another area. Alternatively, the invalidation unit 15 may invalidate the chat space when all the users participating in one chat space move to another area. Whether to make an inquiry to the user terminal 20 and the counselor terminal 30 when invalidating the chat space is arbitrary as in the first embodiment.

[Third method (monitoring chat input)]
The invalidation unit 15 may invalidate the chat space using the third method in the first embodiment.

[Fourth method (behavior log and input status monitoring)]
The invalidation unit 15 may invalidate the chat space using the fourth technique in the first embodiment. The usage method of the action log is the same as the second method in the present embodiment.

  As described above, the chat system according to one aspect of the present invention is a counselor that indicates the correspondence between a product and a counselor when it is determined to provide a chat space to the user based on the user's action log related to the product. By referring to the counselor database that stores data, the selection unit that selects counselors corresponding to products, and the user terminal corresponding to the user and the counselor terminal corresponding to the selected counselor are connected by communication. And a connection unit for generating a new chat space dedicated to the user and the selected counselor.

  A chat method according to an aspect of the present invention is a chat method executed by at least one processor, and consults with a product when it is determined to provide a chat space to the user based on a user's action log related to the product. A selection step for selecting a counselor corresponding to a product with reference to a counselor database that stores counselor data indicating correspondence with the counselor, and a counselor corresponding to the user terminal corresponding to the user and the selected counselor And a connection step of generating a new chat space dedicated to the user and the selected counselor by communicating with a terminal.

  The chat program according to one aspect of the present invention stores a counselor that indicates correspondence between a product and a counselor when it is determined that a chat space is provided to the user based on the user's action log regarding the product. A selection step of selecting a counselor corresponding to the product with reference to the database, and a user terminal corresponding to the user and a counselor terminal corresponding to the selected counselor are communicatively connected so that the user and the selection are selected. The computer is caused to execute a connection step for generating a new chat space dedicated to the consultant.

  In such an aspect, the terminals communicate with each other only between the user and the counselor corresponding to the product after it is determined that the user needs a chat space in consideration of the user's behavior regarding the product. Connected to create a new chat space. Therefore, it is possible to construct a chat space relating to a product only when necessary and only with a necessary partner. In addition, since the terminals connected to the chat space are limited, it can be expected that the usage amount of hardware resources necessary for constructing the chat space is suppressed as compared with the prior art.

  This effect can occur when the user contacts the product in either the real world (for example, a real store) or a virtual space (for example, the Internet). The present invention can be applied to any scene regardless of whether it is a real world or a virtual space, and can be used as a means for providing useful information about a product to a user. If the present invention is used as a communication means until a user purchases a product, it can be expected to improve both the user satisfaction and the sales of the store.

  In the chat system according to another aspect, the counselor data further indicates the position and situation of each counselor, and when there are multiple counselors corresponding to the product, the selection unit displays the action log and counselor data. You may select at least one counselor using both. A more appropriate counselor can be selected by further considering the position and situation of each counselor.

  In the chat system according to another aspect, the selection unit may select a counselor having the closest physical distance to the user. By selecting the counselor located closest to the user, there is a possibility that an opportunity for discussion between these two parties will be created and further communication developed. As a result, for example, the store can grasp the sales opportunity more reliably.

  In the chat system according to another aspect, when the user estimates that the user has lost interest in the product based on the user's further action log after the chat space is generated by the connection unit, the chat system is generated by the connection unit. An invalidation unit that invalidates the chat space may be further provided. By automatically estimating that the chat space is no longer necessary based on user behavior and disabling the chat space, hardware resources such as data areas and communication lines consumed for the chat space are saved. be able to.

  In the chat system according to another aspect, the invalidation unit estimated that the message was not input to the chat space for a predetermined time or more and the user was no longer interested in the product based on the further action log. In this case, the chat space may be disabled. By determining the necessity of the chat space in consideration of both the usage status of the chat space and the user's behavior, it is possible to estimate the point in time when the chat space is no longer necessary with higher accuracy.

  In the chat system according to another aspect, at least a part of the behavior log indicates the duration of the user's behavior with respect to the product, and the selection unit is determined to generate the chat space in response to the duration being equal to or greater than the threshold value. In the case of a problem, a counselor corresponding to the product may be selected. By referring to the duration of the action, it can be estimated more accurately whether or not the user is interested in the product, and as a result, a chat space can be generated at a more appropriate timing. This leads to more efficient use of various hardware resources consumed for the chat space.

  In the chat system according to another aspect, the selection unit selects a counselor corresponding to the product when it is determined to generate the chat space in response to obtaining permission from the user terminal to generate the chat space. May be. By generating a chat space only when permission is obtained from the user terminal (that is, only when the user actually feels that the chat space is necessary), various hardware resources consumed for the chat space are reduced. It can be used more efficiently.

  In the chat system according to another aspect, an acquisition unit that acquires an action log for each of a plurality of users, and a group is generated for each one or a plurality of users having the same action based on the action log, thereby providing a chat space And a determination unit that determines whether or not each group, the selection unit selects a counselor corresponding to the product for each of the one or more groups determined to provide a chat space, the connection unit, A chat space may be generated for each of one or more groups determined to provide a chat space. By combining two or more users who are estimated to be working together into one group and providing one chat space for this group, each user terminal communicates with each counselor terminal. Compared to the case, the number of connections between terminals can be reduced. In addition, the two or more users in one group can share information instantly.

  The present invention has been described in detail based on the embodiments. However, the present invention is not limited to the above embodiment. The present invention can be variously modified without departing from the gist thereof.

  In the above embodiment, the example using the product category ID as the product information has been mainly described, but other information may be used to specify the product. As described above, the product ID can be used instead of the product category ID. Alternatively, the chat system 1 may manage the chat space using different types of product information.

  The processing procedure of the chat method executed by at least one processor is not limited to the example of FIG. For example, the chat system 1 may omit some of the steps (processes) in the figure, or may execute the steps in a different order. Further, any two or more steps shown in the figure may be combined, or a part of the steps may be corrected or deleted. Alternatively, the chat system 1 may execute other steps in addition to the steps shown in the figure. Each step shown in the figure is executed by one or more processors among at least one processor existing in the chat system 1. The operating processor can change for each individual step.

  The configuration of each database and each record in the database group 40 is not limited to that shown in the above embodiment, and any normalization or redundancy may be performed on each database.

  At least a part of the functional elements of the chat server 10 in the above embodiment may be implemented in another information processing apparatus. For example, the user terminal may include an acquisition unit and a determination unit, and the chat system may include a selection unit, a connection unit, and an invalidation unit. In this case, the user terminal acquires an action log, and determines whether to provide a chat space to the user based on the action log. The user terminal may acquire the action log and execute the determination process using the same method as in the above embodiment. Only when it is determined that the user terminal provides the chat space to the user, the user terminal transmits the action log to the chat system. In the chat system, the selection unit receives the action log and selects a counselor as in the above embodiment. The functions of the connection unit and the invalidation unit are the same as in the above embodiment. As another example, the chat server or chat system does not include the invalidation unit, and another information processing device (for example, a device or server that controls communication) existing in or outside the chat system invalidates the chat space. Also good.

  When comparing the magnitude relationship between two numbers in the chat system 1, either of the two criteria “greater than” or “greater than” may be used, and the two criteria “less than” and “less than” are used. Either of these may be used. The selection of such a standard does not change the technical significance of the process of comparing the magnitude relationship between two numerical values.

DESCRIPTION OF SYMBOLS 1 ... Chat system, 10 ... Chat system, 11 ... Acquisition part, 12 ... Determination part, 13 ... Selection part, 14 ... Connection part, 15 ... Invalidation part, 20 ... User terminal, 30 ... Consultant terminal, 40 ... Database Group, 41 ... Area database, 42 ... Product database, 43 ... Consultant database, 50 ... Chat space, P1 ... Chat program, P10 ... Main module, P11 ... Acquisition module, P12 ... Judgment module, P13 ... Selection module, P14 ... Connection module, P15 ... Invalidation module.

Claims (10)

When it is determined that a chat space is to be provided to the user based on the user's action log related to the product, the counselor database that stores counselor data indicating the correspondence between the product and the counselor is referred to, and the product is handled. A selection section for selecting a counselor,
A connection unit that generates a new chat space dedicated to the user and the selected counselor by communicatively connecting the user terminal corresponding to the user and the counselor terminal corresponding to the selected counselor; A chat system with The counselor data further indicates the location and status of each counselor,
When there are a plurality of counselors corresponding to the product, the selection unit selects at least one counselor using both the action log and the counselor data.
The chat system according to claim 1. The selection unit selects a counselor whose physical distance to the user is closest;
The chat system according to claim 2. Based on the further action log of the user after the chat space is generated by the connection unit, the chat space generated by the connection unit is estimated when the user has lost interest in the product. The chat system according to any one of claims 1 to 3, further comprising a disabling unit for disabling. When the invalidation unit estimates that the message has not been input to the chat space for a predetermined time or more and the user has lost interest in the product based on the further action log, Disable chat space,
The chat system according to claim 4. At least a portion of the behavior log indicates a duration of the user's behavior with respect to the product;
When the selection unit determines to generate the chat space in response to the duration time being equal to or greater than a threshold, the counselor corresponding to the product is selected.
The chat system according to any one of claims 1 to 5. The selection unit selects a counselor corresponding to the product when it is determined to generate the chat space in response to obtaining permission from the user terminal for generation of the chat space.
The chat system according to any one of claims 1 to 6. An acquisition unit that acquires the behavior log for each of a plurality of users;
A determination unit that generates a group for each one or a plurality of users having the same behavior based on the behavior log and determines whether to provide the chat space for each group;
The selection unit selects a counselor corresponding to the product for each of the one or more groups determined to provide the chat space,
The connection unit generates the chat space for each of the one or more groups determined to provide the chat space;
The chat system according to any one of claims 1 to 7. A chat method executed by at least one processor,
When it is determined that a chat space is to be provided to the user based on the user's action log related to the product, the counselor database that stores counselor data indicating the correspondence between the product and the counselor is referred to, and the product is handled. A selection step for selecting a counselor,
A connection step of creating a new chat space dedicated to the user and the selected counselor by communicatively connecting the user terminal corresponding to the user and the counselor terminal corresponding to the selected counselor; Chat method including. When it is determined that a chat space is to be provided to the user based on the user's action log related to the product, the counselor database that stores counselor data indicating the correspondence between the product and the counselor is referred to, and the product is handled. A selection step for selecting a counselor,
A connection step of creating a new chat space dedicated to the user and the selected counselor by communicatively connecting the user terminal corresponding to the user and the counselor terminal corresponding to the selected counselor; A chat program that lets a computer run.

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