KR101888922B1 - System for Management of Customer and Customer Behavior Analysis - Google Patents

Abstract

Disclosed is a system for customer management and customer behavior analysis for a store which increases accuracy in acquiring the number of customers entering a store. According to an embodiment of the present invention, the system for customer management and customer behavior analysis for a store comprises: a customer information collection device installed in a store to collect data to analyze behavior information of entering customers in the store; a customer information management server to manage information collected by the customer information collection device, and analyze customer behavior based on the collected information; and an analysis information database to store customer behavior information analyzed by the customer information management server. The customer information collection device comprises: an image information collection unit to use an RGB image sensor to acquire an image in the store, analyze the image in the store to count the number of entering people by time, and collect image information including entering people information by time; an access point (AP) to collect terminal identification information and connection time information and connection signal strength information corresponding to the terminal identification information from a user terminal possessed by a customer; and a received information transmission unit to transmit the image information and the terminal identification information to the customer information management server.

Description

Customer Management and Customer Behavior Analysis System for Store Use [

The present invention relates to a store customer management and customer behavior analysis system.

The contents described in this section merely provide background information on the present embodiment and do not constitute the prior art.

Recently, with the development of information and communication technology, methods for collecting and utilizing customer information by utilizing information and communication technology are being developed.

In particular, as smartphones become more popular and Wi-Fi is installed in many places along with popularization of such smart phones, a number of marketing proposals have been proposed using MAC addresses. To identify the consumer's propensity to consume and use it in marketing.

All smartphones have a unique 12-digit MAC address. When a customer accesses Wi-Fi via a smartphone, the MAC address of the smartphone is recorded in the wireless AP device that transmits the Wi-Fi signal. By using this, it is possible to grasp the number of customers visiting the store and the number of returning customers, and it is possible to grasp the consumption propensity of the customer who owns the smartphone having the corresponding MAC address.

However, the information analysis using the MAC address is not always active in the Wi-Fi function of the smartphone, so there is a limit to providing accurate information.

The main purpose of the present embodiment is to provide a customer management and customer behavior analysis system capable of improving the accuracy in analyzing the number of customers entering and leaving the store and analyzing and providing the customer's behavior in the store.

According to an embodiment of the present invention, there is provided a customer information collecting apparatus installed in a store for collecting data for analyzing behavior information of a customer entering and exiting the store, managing information collected by the customer information collecting apparatus, And an analysis information database for storing customer behavior information analyzed by the customer information management server, wherein the customer information collection device acquires an image in a store using an RGB image sensor An image information collecting unit for analyzing images in the store to count the number of passengers by time of day and collecting image information including information on the number of passengers by time of day, a terminal corresponding to terminal identification information and terminal identification information from a user terminal possessed by the customer, An AP for collecting time information and connection signal strength information, image information and terminal identification information, Provide customer care and customer behavior analysis system comprising: a transmitter configured to transmit collected information to the information management server.

Embodiments of the customer care and customer behavior analysis system may further include one or more of the following features.

According to another embodiment of the present invention, the image information collecting unit includes an image acquiring unit that acquires an in-store image from an RGB image sensor, an image processing unit that extracts a moving object from the in-store image, A personnel counting unit for counting the number of passengers per unit, and an image information storing unit for storing the in-store image and the image information.

According to another embodiment of the present invention, when the same terminal identification information is collected twice or more within a predetermined time range, the customer information management server determines the number of customers entering and leaving the store by correcting the passenger information by time slot.

As described above, according to the present embodiment, it is possible to collect the accurate store inflow population, the moving line, and the customer behavior information in the store by utilizing the image information and the terminal identification information collected in the store, To be used for store operation and customer marketing.

1 is a diagram schematically illustrating a customer management and customer behavior analysis system according to an embodiment of the present invention.
2 is a block diagram illustrating a customer management and customer behavior analysis system according to an embodiment of the present invention.
3 is a view for explaining a customer information collecting apparatus.
4 is a diagram illustrating customer behavior analysis information provided by the customer information management server.

Hereinafter, some embodiments of the present invention will be described in detail with reference to exemplary drawings. It should be noted that, in adding reference numerals to the constituent elements of the drawings, the same constituent elements are denoted by the same reference symbols as possible even if they are shown in different drawings. In the following description of the present invention, a detailed description of known functions and configurations incorporated herein will be omitted when it may make the subject matter of the present invention rather unclear.

In describing the components of the present invention, terms such as first, second, A, B, (a), and (b) may be used. These terms are intended to distinguish the constituent elements from other constituent elements, and the terms do not limit the nature, order or order of the constituent elements. Throughout the specification, when an element is referred to as being "comprising" or "comprising", it means that it can include other elements as well, without excluding other elements unless specifically stated otherwise . In addition, the terms 'module' and the like described in the specification mean units for processing at least one function or operation, which can be implemented by hardware, software, or a combination of hardware and software.

In the off-line store operation, there is a need to analyze the cause of sales change, analyze customer and target marketing. As O2O (Online to Offline) market is activated, demand for matching of offline users and online users, There is a growing demand for online analytical systems. The present invention proposes a customer management and customer behavior analysis system to provide customized services to stores based on the needs and demands. Specifically, according to an embodiment of the present invention, for analyzing user behavior, customer information is collected using a hardware device including a camera sensor for collecting RGB image data and a module for collecting packet signals from a terminal of a visiting customer, Analyzing customer behavior based on the information obtained, analyzing store visitor behavior, analyzing commercial area by region / issue, and providing visualized analysis data.

1 is a diagram schematically illustrating a customer management and customer behavior analysis system according to an embodiment of the present invention.

Referring to FIG. 1, a customer management and customer behavior analysis system according to an embodiment of the present invention includes a plurality of user terminals 10, a customer information collection apparatus 100, a customer information management server 200, The plurality of user terminals 10 and the customer information collecting apparatus 100 are interlocked with each other using a short range wireless communication network and include a user terminal 10, a customer information collecting apparatus 100, The customer information management server 200 and the analysis information database 300 may be linked through a communication network. In the figure, only one customer information collection apparatus 100 is shown to show that a plurality of user terminals 10 can be linked to one customer information collection apparatus 100. However, in the embodiment of the present invention, The information collecting apparatus 100 may be installed in a store, and a plurality of customer information collecting apparatuses may be interlocked with one customer information managing server 200. In addition, a plurality of customer information management servers 200 can be interlocked with one analysis information database 300.

The user terminal 10 is a personal terminal possessed by a customer entering or exiting the store, and may include all terminals capable of performing data communication using a short-range wireless communication such as a smart phone or a tablet PC. In addition, the user terminal 10 may be provided with a separate application for obtaining information and user agreement through the customer management and customer behavior system according to an embodiment of the present invention.

The customer information collecting apparatus 100 is a device for collecting data for analyzing behavior information of customers entering and leaving the store, and may be installed in various places in the store. The customer information collecting apparatus 100 collects image information photographed in a store including a camera (RGB image sensor) and an AP (Access Point) and identification information of a terminal attempting to access the AP. Here, the AP refers to an access point capable of providing a wireless Internet service or the like to a user terminal 10 accessing based on a wireless LAN or the like.

The customer information management server 200 is a server for managing information collected from the customer information collection device 100. The server 200 manages data collected for each store as well as information collected from a plurality of stores, Based on the collected information, customer behavior can be analyzed and information that can be utilized for store management and marketing information can be extracted. The customer information management server 200 stores information on the customer information collection device 100 installed for each store, and can manage analysis information for each store based on the collected information. The customer information management server 200 may be interlocked with the user terminal 10 through a communication network. The customer information management server 200 may store information on customers entering and leaving the store through an application installed in the user terminal 10, Information can be obtained and stored in advance.

The analysis information database 300 stores data for customer management and customer behavior analysis systems such as analyzed customer behavior information and customer information. The analysis information database 300 is used as a database for collecting and analyzing the information collected and analyzed for each store from the customer information management server 200, and for collectively managing information on a plurality of stores.

2 is a block diagram illustrating a customer management and customer behavior analysis system according to an embodiment of the present invention.

3 is a view for explaining a customer information collecting apparatus.

The customer information collecting apparatus 100 is a device for collecting various data for analyzing customer behavior such as image information of a customer visiting a store and identification information of a terminal carried by the customer. And can be installed in various places in the store according to. Referring to FIG. 3, the customer information collecting apparatus 100 may include an image information collecting unit 110, an AP 120, and a collecting information communicating unit 130.

The image information collecting unit 110 collects image information about a specific place in the store. When a customer who visits the store passes through a place where the customer information collecting apparatus 100 is installed as shown in FIG. 3, (110). ≪ / RTI > The image information is information about the customer that can be obtained from the image. The image information obtained by processing the original to count the number of persons in the image, information about the extracted objects in the image, information on the number of passengers counted by time, And feature information about the objects that are being processed. The image information collection unit 110 includes an image acquisition unit 111, an image processing unit 112, a personnel counting unit 113, and an image information storage unit 114.

The image acquiring unit 111 includes an RGB image sensor to acquire an image of a specific place in the store, and acquires an image of a customer moving in the store. It is possible to acquire images for different spaces when a plurality of customer information collecting apparatuses 100 are installed in various places in the store. Further, the customer information collecting apparatus 100 is installed to photograph various directions of a specific place, and can acquire various images for a specific place.

The image processing unit 112 extracts moving objects from the images using in-store images collected by the plurality of image obtaining units 111, and performs image processing for the personnel counts. In order to count the number of people in a shop by time, moving objects need to be extracted in real time, so that the resolution of the image is lowered to acquire the successive interframe difference images, and the object information is extracted in real time through the algorithm based on the difference images. The processed information is sent to the personnel counting unit 113.

In addition, the image processing unit 112 may extract feature information on an object, such as a key of a customer, color information of a wearable clothes, etc., from the image. This feature information is used as information for distinguishing between moving objects by matching the moving object and the feature information extracted from the object. For example, when a moving customer moves from a place where the customer information collecting apparatus 100 is installed to a place where another customer information collecting apparatus 100 is installed, an object having the same characteristic information is counted many times within a predetermined time range Therefore, it is possible to correct the information on the passengers by the time of day, considering the case where the number of times is duplicated for one person. In addition, it can be used as information for identifying a customer's movement in which route the customer moves.

The personnel counting unit 113 counts the number of people entering and leaving the processed image, and simplifies the signal for each person. The personnel counting unit 113 can supplement the coefficient of the entrance and exit personnel by using the characteristic information about the customer extracted by the image processing unit 112. [ At this time, it is necessary to perform calibration according to the position where the customer information collecting apparatus 100 is installed.

The image information storage unit 114 stores the in-store image and image information. The image information collecting unit 110 provided in the customer information collecting apparatus 100 can function as an in-store CCTV, so that the image information storing unit 114 can store an original of the collected images.

The AP 120 is a device capable of providing a wireless Internet service or the like to a user terminal 10 accessing based on a wireless LAN or the like. When the user terminal 10 accesses an AP, . At this time, the identification information may include the MAC address of the user terminal 10. As shown in FIG. 3, when a customer who enters and exits the store has a personal terminal, and the local wireless communication of the terminal is activated, the terminal and the AP 120 exchange signals with each other. At this time, the AP 120 can confirm information such as list, connection time, signal strength, and the like for the user terminal 10 to which the user terminal 10 is connectable. Also, You can see the list.

The collection information communication unit 130 is interlocked with the customer information management server 200 through a communication network and transmits the collected image information and terminal identification information to the customer information management server 200.

The customer information management server 200 stores information collected for each store based on the information collected from the customer information collection device 100 and analyzes the customer behavior data for each store by analyzing the collected information. Referring to FIG. 2, the customer information management server 200 includes a storage unit 210, a processing unit 220, and a communication unit 230.

The storage unit 210 stores information for customer management and customer behavior analysis. The storage unit 210 includes a store information storage unit 211, a collection information storage unit 212, and a customer information storage unit 213 do.

The store information storage unit 211 stores information on a plurality of customer information collection devices 100 installed in the store. Specifically, the store information storage unit 211 stores information on the store location, the area in the store, the product information according to the area, the sale product list, the product sale time list, the location information of the customer information collection apparatus 100 installed in the store .

The collected information storing unit 212 stores information received from the customer information collecting apparatus 100. That is, the collection information storage unit 212 stores the image information and the terminal identification information received from the customer information collection apparatus 100. At this time, the collected information may be stored by matching the store information stored in the store information storage unit 211, the location information of the customer information collection apparatus 100 installed in the store, and the like.

The customer information storage unit 213 stores personal information about a plurality of users collected from the user terminal 10 based on the terminal identification information of the plurality of user terminals 10. [ The information about the users can be collected through the application installed in the user terminal 10. When the local communication of the user terminal entering and leaving the store is activated, the terminal identification information can be automatically collected by the customer information collection device 100 installed in the store, so that the user can easily access the information stored on the basis of the terminal identification information . Information on a plurality of users from a plurality of user terminals 10 can store information such as a user's name, age, sex, occupation, etc., and information on a plurality of user terminals 10 can be stored A MAC (Media Access Control) address which is unique information of the user terminals 10, a telephone number when a plurality of user terminals 10 are mobile terminals, and the like.

The processing unit 220 analyzes the customer behavior information based on the information stored in the storage unit 210. The processing unit 220 grasps the customer's movement line by using the image information and the terminal identification information for the specific area in the store collected from the customer information collection apparatus 100 and grasps the shopping pattern and the purchase trend of the customer, Patterns and other customer behaviors and provide them to the operators operating the stores.

The communication unit 230 receives information from the customer information collecting apparatus 100 and transmits the analyzed information to the analysis information database 300.

Hereinafter, a method of analyzing behavior information of a customer will be described in detail with reference to FIGS. 2 to 3. FIG.

First, when a customer enters and exits a store, when the local wireless communication function of the user terminal 10 held by the customer is activated, the AP 120 of the customer information collection apparatus 100 installed in the store and the user terminal 10 ) Exchange radio signals with each other. At this time, the AP 120 receives the identification information of the user terminal 10, extracts the time information and the signal strength information recognized by the user terminal 10 together with the identification information, To the customer information management server (200). When the user terminal 10 tries to connect to the AP 120, the application can be installed or the customer information can be input.

Meanwhile, when the user terminal 10 has an application connected to the customer information management server 200 installed in the user terminal 10, the user terminal 10 can check the connectable AP 120 120 to the customer information management server 200 through the application.

The customer information management server 200 is a client information collecting apparatus for collecting customer information such as a customer's access information, a visiting time, a stay time, a return visit, a shopping line in a store, etc. based on information received from the customer information collecting apparatus 100 and the user terminal 10 Information can be analyzed. At this time, it is possible to use a well-known method of locating the mobile device in the room by using the AP signal to grasp the moving line in the store.

When the application is not installed in the user terminal 10, the customer information management server 200 identifies the customer based on only the terminal identification information received from the customer information collection device 100 installed in the store, Perform behavior analysis.

When the application is installed in the user terminal 10, the customer information management server 200 matches the information received from the customer information collection device 100 and the information received from the user terminal 10, It is possible to grasp the information about the customer who entered and exited. In other words, it is also possible to analyze the behavior of the specific customer through the interlocking of the customer information management server 200 and the application.

In addition, it can be used for analyzing customer behavior information by using information collected by the image information collection unit 110. Specifically, when a customer enters a store, the image information collecting unit 110 of the customer information collecting apparatus 100 installed in the store collects image information in the store, (200).

When image information is used in addition to the terminal identification information to analyze the customer behavior information in the customer information management server 200, even when the local wireless communication function of the user terminal 10 is not activated, It is possible to grasp the movement of customers in the store through the integrated analysis of various image information.

When the local wireless communication function of the user terminal 10 is activated, the location information of the user terminal 10 collected from the AP 120 and the location information of the customer in the video are used together to transmit the location information of the user terminal 10 It is possible to accurately grasp the position of the user terminal 10 and consequently to grasp the position of the customer holding the user terminal 10 accurately.

In addition, if the same terminal identification information is collected twice or more within a predetermined time range, the customer information management server 200 determines that the customer is not staying out of the store but staying there Thus, it is possible to correct the information on the number of passengers collected by the image information collecting unit according to the time period, so that it is possible to more accurately determine the number of persons entering and leaving the store in each time period.

In the case of a large store, the customer information collecting apparatus 100 may be installed in a plurality of areas in the store to collect image information of various areas in the store. The customer information managing server 200 may collect image information of various areas It is possible to count the number of customers who go in and out of each zone by integrating, and it is possible to distinguish the customers by extracting characteristic information about the moving objects in the image, and to identify the specific moving lines.

The customer information management server 200 can use this image information to grasp the time information when the customer is located at the counter for purchasing the product at the store. In addition, the customer information management server 200 can use the store stay time of the customer who can determine the terminal identification information and the product information that is sold at the store at the relevant time to grasp the product information purchased by the customer visiting the store have. Also, the customer information management server 200 can analyze and provide a purchase tendency to a specific customer using the accumulated information on the terminal identification information. If the cumulative information is used for a plurality of terminal identification information, Can be grouped and provided.

The customer behavior analysis information analyzed by the customer information management server 200 is stored in the analysis information database 300 and integrated. For example, regional or product-specific analysis information can be integrated into the store, so that the store can be used for regional commercial analysis, store operation, and marketing information. Also, it can be applied to various expandable services using integrated information.

4 is a diagram illustrating customer behavior analysis information provided by the customer information management server.

As shown in the figure, various data regarding the floating population estimation, visitor analysis, purchase and repurchase customers can be visualized in real time and period by using the collected information. Also, by analyzing the video information, it is possible to visually identify and visualize the movement of the visitors in the store, and the store can utilize it for efficient store structure, furniture arrangement, and placement of offline promotional materials.

The foregoing description is merely illustrative of the technical idea of the present embodiment, and various modifications and changes may be made to those skilled in the art without departing from the essential characteristics of the embodiments. Therefore, the present embodiments are to be construed as illustrative rather than restrictive, and the scope of the technical idea of the present embodiment is not limited by these embodiments. The scope of protection of the present embodiment should be construed according to the following claims, and all technical ideas within the scope of equivalents thereof should be construed as being included in the scope of the present invention.

10: user terminal 100: customer information collection device
200: customer information management server 300: analysis information database
110: Image information collecting unit 210:

Claims (11)

A customer information collection device installed in a store to collect data for analyzing behavior information of a customer entering and exiting the store;
A customer information management server for managing information collected by the customer information collection device and analyzing customer behavior based on the collected information; And
And an analysis information database for storing customer behavior information analyzed by the customer information management server,
The customer information collecting device comprises:
An image information collecting unit for acquiring an image in an in-store using an RGB image sensor, counting the number of passengers according to the time zone by analyzing the image in the store, and collecting image information including the passengers by time; An AP for collecting terminal identification information and connection time information and connection signal strength information corresponding to the terminal identification information from a user terminal possessed by a customer; And a collection information transmitting unit for transmitting the image information and the terminal identification information to the customer information management server,
Wherein the image information collecting unit comprises:
An image acquiring unit acquiring the in-store image from the RGB image sensor;
Extracting a moving object from the in-store image from the obtained difference image, and extracting feature information on the extracted object from the in-store image by reducing the resolution of the in-store image to obtain a successive inter-frame difference image, A video processor;
A person counting unit for counting the number of people entering the time zone by using object information on the moving object; And
And an image information storage unit for storing the in-store image and the image information,
The number-
And comparing the extracted object with the feature information, determining whether an object having the same feature information is counted more than twice within a predetermined time range,
The customer information management server,
Wherein when the same terminal identification information is collected twice or more within a predetermined time range, the number of passengers entering and leaving the store by time zone is determined by correcting the passenger information by the time slot. delete delete delete delete delete The method according to claim 1,
The customer information management server,
A storage unit for storing information on a store where the customer information collection device is installed, information collected from the customer information collection device, and personal information about a customer using the store;
A processor for analyzing customer behavior based on information stored in the storage unit; And
A communication unit for receiving information from the user terminal and the customer information collecting apparatus and transmitting the analyzed information to the analysis information database,
Lt; / RTI >
The information on the store includes a store location, a sale product list, a product sale time list, and location information in a store where the customer information collection device is installed. The personal information includes a name, an age, And identification information for identifying the customer. 8. The method of claim 7,
The customer information management server,
Requesting the personal information through an application installed in the user terminal, and storing the personal information in the storage unit based on the corresponding terminal identification information included in the personal information. 8. The method of claim 7,
Wherein,
The customer information including the store visit time, the store stay time, the return visit, and the in-store circulation of the customer having the user terminal corresponding to the terminal identification information using the image information and the terminal identification information collected by the customer information collection device And analyzing the customer behavior and customer behavior analysis system. 10. The method of claim 9,
Wherein,
Analyzing a moving line in a store of a customer having a user terminal corresponding to the terminal identification information using the connection signal strength information and the in-store location information in which the customer information collection device is installed, Analysis system. 10. The method of claim 9,
Wherein,
And comparing the store stay time and the product selling time list to identify a product purchased by a customer having a user terminal corresponding to the terminal identification information.

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