TW202416202A - Information processing system, information processing terminal, information processing method and program - Google Patents

Abstract

Information processing system includes: a transmitting device 20, for transmitting staff identification information for identifying a staff P to a store; A customer terminal 10, held by a customer U in a store and receiving staff identification information in the store; and administration server 30. The customer terminal 10 includes an identification information transmitting unit for associating the received staff identification information with the customs’ identification information that is holding the custom terminal, and sends to the administration server. Administration server 30 includes a customer information providing unit, for transmitting the customers’ information which is identified by the customer identification information which transmitted from the customer Terminal 10 to staff terminal 20, held by the staff that is identified by the staff identification information related to the customer identification information.

Description

Information processing system, information processing terminal, information processing method and program

The present invention relates to an information processing system, an information processing terminal, an information processing method and a program for customer service in a store.

In a store such as a retail store, a store clerk provides services to customers who visit the store. At this time, the challenge faced by the store side is how to improve the customer service quality of the store clerk, and for example, a system as described in Patent Document 1 is disclosed.

The system in Patent Document 1 has: a customer terminal held by a customer; a clerk terminal held by a clerk; and a customer management server that manages customer data. Then, the customer management server obtains the customer ID of the customer terminal that comes to the store, checks the pre-registered customer data corresponding to the customer ID, and obtains the customer service manager ID that identifies the clerk in the customer data. In addition, the customer management server notifies the clerk terminal of the clerk identified by the customer service manager ID of the customer service instruction. In this way, the pre-registered clerk can provide services to customers and strive to improve the quality of customer service. Prior art literature Patent literature

Patent document 1: Japanese Patent Application Publication No. 2022-36257

(Problem that the invention is intended to solve)

However, even if the technology described in the above patent document 1 is used, if the store does not have a clerk who pre-registers the customer, the customer will be served by other clerks. In this case, there will be a problem that other clerks cannot immediately determine what type of customer they are, and therefore cannot quickly respond to the customer appropriately.

Therefore, the purpose of this disclosure is to provide an information processing system to solve the above-mentioned problem that store clerks cannot take appropriate actions in a timely manner according to the customer's situation when providing services to customers. (Technical means for solving the problem)

As one form of the present disclosure, the information processing system is configured to include: a sending device that sends store clerk identification information for identifying store clerks to a store; a customer terminal that is held by a customer in the store and receives the store clerk identification information in the store; and a management server that is connected to the customer terminal via a network. The customer terminal includes an identification information sending unit that associates the received store clerk identification information with the customer identification information for identifying the customer holding the customer terminal and sends the information to the management server. The management server is provided with a customer information providing unit, which is used to send the information of the customer identified by the customer identification information sent from the customer terminal to the clerk terminal held by the clerk identified by the clerk identification information related to the customer identification information.

In addition, as one mode of the present disclosure, an information processing method is configured as follows: A sending device sends store clerk identification information for identifying a store clerk into a store, A customer terminal held by a customer in the store receives the store clerk identification information in the store, associates the received store clerk identification information with the customer identification information identifying the customer holding the customer terminal, and sends the information to the management server, The management server connected to the customer terminal via a network sends the information of the customer identified by the customer identification information sent from the customer terminal to the store clerk terminal held by the store clerk identified by the store clerk identification information associated with the customer identification information.

In addition, as one mode of the present disclosure, an information processing terminal is an information processing terminal held by a store clerk, and is configured to have: A sending unit that sends store clerk identification information for identifying store clerks to the store; and A customer information acquisition unit, when the sent store clerk identification information is received by a customer terminal held by a customer in the store, the customer terminal associates the customer identification information identifying the customer with the store clerk identification information, and sends it to a management server connected via a network, and in response, further acquires the information of the customer identified by the customer identification information associated with the store clerk identification information sent from the management server.

In addition, an information processing method as one mode of the present disclosure is an information processing method performed by an information processing terminal held by a store clerk, which is composed of: Sending store clerk identification information for identifying the store clerk to the store, When the sent store clerk identification information is received by a customer terminal held by a customer in the store, the customer terminal associates the customer identification information identifying the customer with the store clerk identification information, and sends it to a management server connected via a network, and in response, further obtains information of the customer identified by the customer identification information associated with the store clerk identification information sent from the management server.

In addition, as a program of one mode of the present disclosure, it is configured to make the information processing terminal held by the clerk perform the following processing: Send the clerk identification information used to identify the clerk to the store, When the sent clerk identification information is received by the customer terminal held by the customer in the store, the customer terminal associates the customer identification information identifying the customer with the clerk identification information, and sends it to the management server connected via the network, and in response, further obtains the information of the customer identified by the customer identification information associated with the clerk identification information sent from the management server. (Effect of the invention)

By constructing as described above, the present disclosure enables store employees to take appropriate actions in a timely manner according to the customer's situation when providing services to the customer.

<Implementation method 1> Referring to Figures 1 to 7, the first implementation method of the present case is described. Figures 1 to 4 are diagrams for describing the structure of the information processing system, and Figures 5 to 7 are diagrams for describing the processing operation of the information processing system.

(Structure) The information processing system in this embodiment is used by the store clerk P of the store T to provide services to the customer U who visits the store T. As shown in FIG1 , the information processing system is composed of: a customer terminal 10 held by the customer U who visits the store T; a clerk terminal 20 held by the store clerk P of the store T; and a management server 30 and a database server 40 connected to the network N.

In this embodiment, store T is a physical store, which should be a store that sells products such as clothes, bags, groceries, accessories, etc. However, store T can be a store that sells any product or provides any service. In addition, store T is not limited to a single store, but can also be a collection of multiple stores, or can hold a website on the Internet and sell products on the website. Each component will be explained below.

The customer terminal 10 is composed of a general information processing device including a computing device, a storage device, a transceiver device, etc. In particular, in the present embodiment, the customer terminal 10 is a portable information processing terminal, such as a smart phone held by the customer U. Here, it is assumed that the customer U has registered as a customer in the store T. Therefore, a customer ID (customer identification information) for identifying the customer U is assigned to the customer U, and the customer information including the customer ID is registered in the customer database 41 of the database server 40.

Customer information includes personal information such as customer U's name, address, phone number, and email address, as well as attribute information such as customer U's gender, age, and preferences. In addition, customer information also includes usage information indicating customer U's usage status of store T. Usage information is, for example, information about products purchased by customer U in the store T's physical store or website, or information about products browsed in the physical store or website. Specifically, there are two ways to register product information. One is to register in association with the customer ID of the customer U from the store terminal of the physical store where the product is purchased, and the other is to register in association with the customer ID by the customer U reading the barcode of the product using the customer terminal 10 in the physical store. In addition, when the customer U purchases or browses a product on a website registered using the customer ID, the product information is also registered in association with the customer ID. However, the customer information including the above-mentioned usage information may be registered in the customer database 41 in any manner.

Furthermore, a customer application provided by the store T is incorporated into the customer terminal 10. As shown in FIG2 , the customer application is incorporated into the customer terminal 10 by instructing the computing device to execute the program, and a beacon processing unit 11 and a product information processing unit 12 are established.

The beacon processing unit 11 (identification information transmission unit) has a function of receiving beacon information transmitted from the store T via a transceiver. For example, beacon information refers to information transmitted at a certain time interval from the employee terminal 20 or the transmission device via short-distance wireless communication such as Bluetooth (registered trademark) as described below, and includes an employee ID (employee identification information) for identifying the employee P. Furthermore, when receiving the beacon information, the beacon processing unit 11 has a function of associating the employee ID included in the beacon information with the customer ID stored in the storage unit in the customer terminal 10, and transmitting it as a beacon log to the management server 30 via the network N. Furthermore, it is assumed that the customer ID is stored in the customer terminal 10 by some method, for example, when the customer U logs in to an application built into the customer terminal 10, etc.

In addition, the beacon processing unit 11 has a function of acquiring and storing the employee information of the employee P identified by the employee ID included in the received beacon information. For example, as described above, the employee information is information such as the name, facial photo, and store name of the employee P corresponding to the employee ID, which is sent from the management server 30 in response to the employee ID included in the received beacon information being sent to the management server 30.

The product information processing unit 12 (product information association unit) has a function of associating the store clerk ID included in the received beacon information with the product information input into the customer terminal 10, and transmitting it together with the customer ID of the customer U holding the customer terminal 10 to the management server 30 through the receiving and transmitting device. At this time, the product information refers to the product information introduced or browsed by the customer U when receiving the service from the store clerk P in the store T. For example, when the customer U reads the barcode attached to the product through the camera of the customer terminal 10 in the store T, the product information introducing the product, such as the photo or material of the product, can be transmitted from the network server accessed according to the address included in the barcode, and the product information can be input into the customer terminal 10. Therefore, as described later, after the customer U receives the beacon information with the customer terminal 10 in the store T, the store clerk P corresponding to the store clerk ID included in the received beacon information provides service to the customer, and the store clerk ID of the store clerk P providing service to the customer and the product information of the product browsed and input at that time are associated and sent to the management server 30. In addition, as shown in FIG4, the product information processing unit 12 can display the store clerk information of the store clerk P with the associated store clerk ID and the product information of the product introduced or browsed at that time on the display screen of the customer terminal 10.

The clerk terminal 20 is composed of a general information processing device having a computing device, a storage device, a transceiver device, etc. In particular, in the present embodiment, the clerk terminal 20 is a portable information processing terminal, such as a smart phone held by the clerk P. Here, the clerk P is a person who belongs to the store T and provides customer service to the customer U in the store T, and is given a clerk ID (clerk identification information) for identifying the clerk P. In addition, the clerk information including the clerk ID is stored in an information processing device such as the management server 30, and is sent from the management server 30 to the customer terminal 10 as described later. In addition, the clerk information is associated with the clerk ID, for example, including the name of the clerk P, a facial photo, the name of the store to which he belongs, and other information.

Furthermore, a store clerk application provided by the store T is incorporated into the store clerk terminal 20. As shown in FIG2 , the store clerk application is incorporated into the store clerk terminal 20 by instructing the computing device to execute the program, and a beacon transmission unit 21 and a usage information processing unit 22 are established.

The beacon transmitting unit 21 (transmitting unit) transmits beacon information via a transceiver, and the beacon information includes a store clerk ID for identifying the store clerk P. Therefore, the store clerk terminal 20 having the beacon transmitting unit 21 is used as a transmitting device for transmitting beacon information. At this time, the beacon transmitting unit 21 transmits beacon information at a certain time interval through a short-distance wireless communication method such as Bluetooth (registered trademark), so if the store clerk P is located in the store T and is equipped with the store clerk terminal 20, the beacon information will be transmitted to the store T. However, the beacon transmitting device 21 is not limited to transmitting beacon information through short-distance wireless communication, and can also transmit beacon information through any communication method.

In addition, in the present embodiment, the case where the clerk terminal 20 is equipped with the beacon transmitting unit 21 is described, but the clerk terminal 20 does not need to be equipped with the beacon transmitting unit 21. In this case, a transmitting device for transmitting beacon information is separately provided in the store T. Moreover, the transmitting device transmits the beacon information including the clerk ID at a certain time interval through short-range wireless communication such as Bluetooth (registered trademark) in the same manner as the beacon transmitting unit 21 described above. In addition, the transmitting device for transmitting beacon information is not limited to being provided in the store T, and may also be held by the clerk P.

As described later, the usage information processing unit 22 (customer information acquisition unit) has a function of acquiring customer information sent from the management server 30 via the transmission and receiving device and displaying it on the display screen. For example, when the clerk terminal 20 uses the clerk ID to log in to the clerk application, the customer information sent from the management server 30 to the clerk terminal 20 corresponding to the clerk ID can be displayed on the display screen. Here, the customer information refers to the information of the customer U who has the customer terminal 10 that has received the beacon information sent by the beacon sending unit 21, including the usage information indicating the usage status of the customer U for the store T. For example, customer information is information registered in the above-mentioned customer database 41, and includes, as an example, personal information of customer U such as name, address, telephone number, and email address; attribute information such as customer U's gender, age, and preferences; and product information purchased by customer U in the physical store or website of store T, and product information browsed in the physical store or website as usage information.

FIG3 is an example of displaying customer information acquired by the usage information processing unit 22 on the display screen of the clerk terminal 20. As shown in the figure, the usage information processing unit 22 displays the name or attributes of the customer U, the usage status such as the number of times or the amount of use, and the images of products browsed or registered as favorites or purchased. In addition, as shown in the suggestion in FIG3, the customer information may include product information inferred and processed by the management server 30 or the like based on the past purchase history or browsing history.

The management server 30 is composed of one or more general information processing devices including a computing device, a storage device, a transceiver device, etc. The management server 30 is connected to the customer terminal 10, the clerk terminal 20 and the database server 40 via a network N. As shown in FIG2 , the management server 30 has an information acquisition unit 31 and an information provision unit 32. Each function of the information acquisition unit 31 and the information provision unit 32 can be realized by the computing device executing a program stored in the storage device for realizing each function. In addition, the management server 30 also has a customer service information storage unit 33. The customer service information storage unit 33 is composed of a storage device. Each component will be described in detail below.

The information acquisition unit 31 acquires the beacon log sent from the customer terminal 10 that acquires the beacon information in the store T via the transceiver, in which the store clerk ID included in the beacon information is associated with the customer ID of the customer U who owns the customer terminal 10. The information acquisition unit 31 stores the beacon log consisting of the acquired associated store clerk ID and customer ID in the customer service information storage unit 33.

In addition, the information acquisition unit 31 acquires information associated with the store clerk ID and product information sent from the customer terminal 10 together with the customer ID via the transceiver, and stores it in the customer service information storage unit 33. The information associated with the store clerk ID and product information is, for example, information associated with the store clerk P who provides service to the customer U in the store T and the product introduced or browsed by the customer U during the service of the store clerk P, that is, information indicating the customer service status.

When the information providing section 32 (customer information providing unit) receives the beacon log in which the clerk ID and the customer ID are associated from the customer terminal 10 as described above, the customer information of the customer U corresponding to the customer ID included in the beacon log is obtained from the customer database 41 of the database server 40. Furthermore, the information providing section 32 transmits the obtained customer information to the clerk terminal 20 held by the clerk P corresponding to the clerk ID included in the beacon log via the transceiver. For example, the information providing section 32 transmits the customer information to the clerk terminal 20 so that the customer information can be browsed on the clerk terminal 20 that has logged into the clerk application using the clerk ID included in the beacon log.

Specifically, as shown in FIG3 , the information providing unit 32 extracts the personal information such as name or attribute information of the customer U corresponding to the customer ID contained in the beacon log; the usage status information such as the number of times or the amount of use; and the usage information of the products browsed or registered as favorites or the product images purchased as customer information from the customer database 41 and transmits it to the clerk terminal 20. In addition, the information providing unit 32 can infer recommended products based on the past purchase history or browsing history, attributes, etc. of the customer U and include the information of these products in the customer information.

Furthermore, when the information providing unit 32 receives the beacon log in which the store clerk ID and the customer ID are associated from the customer terminal 10 as described above, the store clerk information of the store clerk P corresponding to the store clerk ID included in the beacon log is obtained from the storage device of the management server 30 or the like. Furthermore, the information providing unit 32 transmits the obtained store clerk information to the customer terminal 10 owned by the customer U corresponding to the customer ID included in the beacon log via the transceiver. For example, the information providing unit 32 transmits the store clerk information to the customer terminal 10 so that it can be browsed on the customer terminal 10 that has logged in to the customer application using the customer ID included in the beacon log.

(Operation) Next, the operation of the above information processing system will be explained. First, the explanation will be made with reference to the information flow diagram in Figure 5 and the sequence diagram in Figure 6.

First, in the customer database 41 of the database server 40, customer information of the customer U who visited the store T is registered. The customer information includes personal information (such as the name of the customer U), attribute information (such as gender, age and preferences) associated with the customer ID, and usage information indicating the usage status of the customer U for the store T. For example, the usage information refers to the product information purchased by the customer U in the physical store or website of the store T, and the product information browsed in the physical store or website.

In addition, the management server 30 registers the store employee information of the store employee P who provides services to customers in the store T. The store employee information is associated with the store employee ID and includes the store employee P's name, facial photo, store name, and the like.

In the above situation, first, in the store T, the clerk P operates the clerk terminal 20 and starts the clerk application. Then, the clerk P operates in the clerk application to send beacon information including the clerk ID of the clerk P. Thus, as shown in FIG. 5 , the beacon information is sent to the store at a certain time interval from the clerk terminal 20 through short-range wireless communication such as Bluetooth (registered trademark). However, as described later, the clerk P can operate the clerk terminal 20 to send the beacon information after the customer U visits the store T. In addition, the beacon information can be sent by a sending device different from the clerk terminal 20 set in the store T.

Furthermore, when customer U comes to store T, customer U operates the customer terminal 10 in his hand and starts the customer application. Then, customer terminal 10 receives the beacon information sent to store T through the customer application (arrow Y1 in FIG. 5 , steps S1 and S2 in FIG. 6 ). After receiving the beacon information, customer terminal 10 associates the clerk ID contained in the beacon information with the customer ID stored in the storage unit of customer terminal 10, and sends it to management server 30 via network N as a beacon log (arrow Y2 in FIG. 5 , step S3 in FIG. 6 ).

The management server 30 receives the beacon log consisting of the store clerk ID and the customer ID sent from the customer terminal 10, and stores it in the storage device (step S4 in FIG. 6 ). Then, the management server 30 obtains the customer information of the customer U corresponding to the customer ID included in the beacon log from the database server 40 (arrow Y3 in FIG. 5 , step S5 in FIG. 6 ). Next, the management server 30 sends the obtained customer information to the store clerk terminal 20 held by the store clerk P corresponding to the store clerk ID included in the beacon log (arrow Y4 in FIG. 5 , step S6 in FIG. 6 ).

Thus, the clerk application on the clerk terminal 20 of the clerk P will display the customer information of the customer U who visited the store T (step S7 in FIG. 6 ). For example, as shown in FIG. 3 , the customer U's photo, name, attributes, usage status of the store T, products browsed or registered as favorites or purchased, and recommended products inferred based on the customer U's past purchase history or browsing history, attributes, etc. are displayed.

Then, the clerk P can browse the customer information of the customer U who visited the store T on the clerk terminal 20 and provide services to the customer U. In other words, the clerk P can identify the attributes of the customer U or the products purchased in the past, the products he likes, etc., and provide services to him. As a result, the clerk P can take appropriate actions in time according to the customer U, thereby improving the service. In addition, the customer U can also obtain the customer service suitable for him, thereby improving the satisfaction.

Next, other operations of the above-mentioned information processing system will be described with reference to the sequence diagram in Fig. 7. Here, as described above, further operations in the case where the clerk P who obtains the customer information of the customer U is providing services to the customer U will be explained.

First, as described above, when the management server 30 receives the beacon log that associates the store clerk ID contained in the beacon information with the customer ID from the customer terminal 10, the management server 30 obtains the store clerk information of the store clerk P corresponding to the store clerk ID contained in the beacon log, and sends it to the customer terminal 10 held by the customer U corresponding to the customer ID contained in the beacon log (step S11 in Figure 7).

In this way, the customer terminal 10 obtains the employee information of the employee P who provides customer service, such as name, facial photo, store name, etc. Then, when the customer U receives service from the employee P, he/she inputs product information into the customer application program programmed in the customer terminal 10. For example, the customer U reads the barcode attached to the product through the camera of the customer terminal 10 in the store T and inputs the product information of the product. In this way, the customer terminal 10 associates the employee ID of the employee P who receives customer service with the input product information and registers it (step S7 of FIG. 7 ). Thus, for example, in the customer application of the customer terminal 10, as shown in FIG4, the store clerk information of the store clerk P who provides services to the customer and the input product information can be displayed. For example, this information can be displayed in the customer application even after the customer U leaves the store T. Thus, the customer U can later specify and purchase the product input when receiving the customer service on the website operated by the store T.

In addition, the customer terminal 10 associates the store clerk ID of the store clerk P who receives the customer service with the input product information and sends it to the management server 30. At this time, the customer terminal 10 also associates the customer ID of the customer U of the customer terminal 10 as the transmission source and sends it. Moreover, the management server 30 stores the relevant store clerk ID and product information together with the customer ID as the transmission source in the storage device. Thus, the store T side can know that the customer U of the customer ID who is receiving the service of the store clerk P of the store clerk ID has browsed the product corresponding to the relevant product information by checking the relevant store clerk ID, product information and customer ID stored in the management server 30. Therefore, by checking the purchase history of customer U with the customer ID later, even if customer U purchased the product on the website of store T, the customer service effect that the store clerk P who provided service to the customer can do can be measured.

Although the present invention has been described above with reference to the above-mentioned embodiments, the present invention is not limited to the above-mentioned embodiments. Within the scope of the present invention, a person skilled in the art can understand various changes to the composition and details of the present invention. In addition, at least one or more of the functions of the above-mentioned management server 30 can also be executed by an information processing device installed and connected to any location on the network, that is, so-called cloud computing.

In addition, the above-mentioned program can be stored using various types of non-transitory computer readable media and provided to the computer. Non-transitory computer readable media include various types of tangible storage media. Examples of non-transitory computer readable media include magnetic recording media (e.g., flexible magnetic disks, magnetic tapes, hard disk drives), magneto-optical recording media (e.g., magneto-optical disks), CD-ROMs (read-only memory), CD-Rs, CD-R/Ws, semiconductor memories (e.g., mask ROMs, PROMs (programmable ROMs), EPROMs (erasable PROMs), flash ROMs, RAMs (random access memory)). In addition, the program can also be provided to the computer through various types of transitory computer readable media. Examples of transitory computer readable media include electric signals, optical signals, and electromagnetic waves. Transitory computer readable media can provide the program to the computer through a wired communication line or a wireless communication line (such as electric wires and optical fibers).

<Appendix> Part or all of the above implementation method may also be described in the following appendix. In the following, the configuration of the information processing system, information processing terminal, information processing method and program in the content of this case is summarized. However, the content of this case is not limited to the following configuration. (Appendix 1) An information processing system, comprising: A transmitting device, which transmits store clerk identification information for identifying a store clerk to a store; A customer terminal, which is held by a customer in the store and receives the store clerk identification information in the store; and A management server, which is connected to the customer terminal via a network, The customer terminal has an identification information transmitting unit, which is used to associate the received store clerk identification information with the customer identification information for identifying the customer holding the customer terminal and transmit the information to the management server, The management server is provided with a customer information providing unit for transmitting the information of the customer identified by the customer identification information transmitted from the customer terminal to the clerk terminal held by the clerk identified by the clerk identification information associated with the customer identification information. (Appendix 2) In the information processing system described in Appendix 1, the transmitting device is configured to transmit the clerk identification information to the store via short-range wireless communication. (Appendix 3) In the information processing system described in Appendix 1, the transmitting device is configured by the clerk terminal. (Appendix 4) In the information processing system described in Appendix 1, the customer information providing unit of the management server sends the usage information indicating the customer's usage status of the store to the clerk terminal as the information of the customer identified by the customer identification information sent from the customer terminal. (Appendix 5) In the information processing system described in Appendix 4, the customer information providing unit of the management server sends the product information purchased or browsed by the customer in the physical store or website of the store to the clerk terminal as the usage information. (Appendix 6) In the information processing system described in Appendix 1, the customer terminal is provided with a product information association unit for associating the clerk identification information with the input product information and sending it to the management server. (Appendix 7) An information processing method, comprising: A transmitting device transmits store clerk identification information for identifying a store clerk into a store, A customer terminal held by a customer in the store receives the store clerk identification information in the store, associates the received store clerk identification information with the customer identification information identifying the customer holding the customer terminal, and transmits the information to a management server connected to the customer terminal via a network, The management server transmits the information of the customer identified by the customer identification information sent from the customer terminal to the store clerk terminal held by the store clerk identified by the store clerk identification information associated with the customer identification information. (Appendix 8) An information processing terminal held by a store clerk comprises: a sending unit for sending store clerk identification information for identifying the store clerk to the store; and a customer information acquisition unit, when the sent store clerk identification information is received by a customer terminal held by a customer in the store, the customer terminal associates the customer identification information identifying the customer with the store clerk identification information, and sends the information to a management server connected via a network, and in response further acquires the information of the customer identified by the customer identification information associated with the store clerk identification information sent from the management server. (Appendix 9) An information processing method performed by an information processing terminal held by a store clerk, comprising: Sending store clerk identification information for identifying the store clerk to a store, When the sent store clerk identification information is received by a customer terminal held by a customer in the store, the customer terminal associates the customer identification information identifying the customer with the store clerk identification information and sends it to a management server connected via a network, and in response, further obtains information of the customer identified by the customer identification information associated with the store clerk identification information sent from the management server. (Appendix 10) A program that causes an information processing terminal held by a store clerk to perform the following processing: Send store clerk identification information for identifying the store clerk to a store, When the sent store clerk identification information is received by a customer terminal held by a customer in the store, the customer terminal associates the customer identification information identifying the customer with the store clerk identification information and sends it to a management server connected via a network, and in response, further obtains information of the customer identified by the customer identification information associated with the store clerk identification information sent from the management server.

The present invention claims priority based on patent application No. 2022-159354 filed in Japan on October 3, 2022, and all the contents of the patent application are incorporated into this specification.

10: Customer terminal 11: Beacon processing department 12: Product information processing department 20: Clerk terminal 21: Beacon sending department 22: Usage information processing department 30: Management server 31: Information acquisition department 32: Information provision department 33: Customer service information storage department 40: Database server 41: Customer database U: Customer P: Clerk T: Store N: Network

FIG1 is a block diagram showing the overall structure of the information processing system in Embodiment 1 of the present case. FIG2 is a block diagram showing the structure of each device disclosed in FIG1. FIG3 is a diagram showing an example of information displayed on the clerk terminal disclosed in FIG1. FIG4 is a diagram showing an example of information displayed on the customer terminal disclosed in FIG1. FIG5 is a diagram showing the operation of the information processing system disclosed in FIG1. FIG6 is a sequence diagram showing the operation of the information processing system disclosed in FIG1. FIG7 is a sequence diagram showing the operation of the information processing system disclosed in FIG1.

T:Store

30:Manage Server

40: Database server

Claims (10)

An information processing system comprises: a transmitting device for transmitting employee identification information for identifying an employee in a store; a customer terminal held by a customer in the store for receiving the employee identification information in the store; and a management server connected to the customer terminal via a network, the customer terminal having an identification information transmitting unit for associating the received employee identification information with the customer identification information for identifying the customer holding the customer terminal and transmitting the information to the management server, The management server is provided with a customer information providing unit for sending the information of the customer identified by the customer identification information sent from the customer terminal to the clerk terminal held by the clerk identified by the clerk identification information associated with the customer identification information. According to the information processing system described in claim 1, the transmitting device is configured to transmit the clerk identification information to the store via short-range wireless communication. According to the information processing system described in claim 1, the sending device is composed of the clerk terminal. According to the information processing system described in claim 1, the customer information providing unit of the management server sends usage information indicating the customer's usage status of the store to the clerk terminal as information of the customer identified by the customer identification information sent from the customer terminal. According to the information processing system described in claim 4, the customer information providing unit of the management server sends the product information purchased or browsed by the customer in the physical store or website of the store to the clerk terminal as the usage information. According to the information processing system described in claim 1, the customer terminal is provided with a product information association unit for associating the clerk identification information with the input product information and sending it to the management server. An information processing method, comprising: A sending device sends store clerk identification information for identifying a store clerk into a store, A customer terminal held by a customer in the store receives the store clerk identification information in the store, associates the received store clerk identification information with customer identification information identifying the customer holding the customer terminal, and sends the information to a management server connected to the customer terminal via a network, The management server sends the information of the customer identified by the customer identification information sent from the customer terminal to the store clerk terminal held by the store clerk identified by the store clerk identification information associated with the customer identification information. An information processing terminal held by a store clerk comprises: a sending unit, which sends store clerk identification information for identifying the store clerk to the store; and a customer information acquisition unit, which, when the sent store clerk identification information is received by a customer terminal held by a customer in the store, associates the customer identification information identifying the customer with the store clerk identification information in the customer terminal, and sends it to a management server connected via a network, and in response further acquires the information of the customer identified by the customer identification information associated with the store clerk identification information sent from the management server. An information processing method performed by an information processing terminal held by a store clerk comprises: sending store clerk identification information for identifying the store clerk to a store, when the sent store clerk identification information is received by a customer terminal held by a customer in the store, the customer terminal associates the customer identification information identifying the customer with the store clerk identification information and sends it to a management server connected via a network, and in response further obtains information of the customer identified by the customer identification information associated with the store clerk identification information sent from the management server. A program that causes an information processing terminal held by a store clerk to perform the following processing: Sending store clerk identification information for identifying the store clerk to a store, When the sent store clerk identification information is received by a customer terminal held by a customer in the store, the customer terminal associates the customer identification information identifying the customer with the store clerk identification information and sends it to a management server connected via a network, and in response, further obtains information of the customer identified by the customer identification information associated with the store clerk identification information sent from the management server.