JP2020113037A - Customer management system, program, device and method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To obtain attribute of a visitor, staying time, number of visitors from a visitor of a store, derive trend information of the visitor, and utilize the information for attracting customers.
SOLUTION: An image acquisition unit (an entrance camera 4-1 and an in-store camera 4-2) that captures at least a visitor (P) and acquires a visitor image including a face, and a visitor associated with the visitor image. A storage unit (memory unit 48) for storing information and a visitor information by acquiring a visitor image are searched to determine the attribute of the visitor, and trend information representing a transition of information extracted from the visitor information is calculated. And a processing unit (management server 6) for performing the operation.
[Selection diagram]

Description

The present invention relates to a management technique for managing customer information of stores such as restaurants.

In the management of restaurants such as restaurants, their customers, and cooking provided by the stores, images of customers and cooked foods are used.
Regarding the management of customer information, the customer's face part and the entire customer group are photographed at the entrance of the store, face matching is performed using the face image, and the number of customer groups, the gender of the customer, the height classification, the customer group composition are determined, It is known to provide a selection menu (for example, Patent Document 1).

JP, 2008-262435, A

By the way, even in a store such as a restaurant, a customer is photographed by a camera, the customer is managed by the image, and as a result, a selection menu is provided (for example, Patent Document 1), the customer prefers when visiting the store. I am just selecting a deaf menu. Even if a menu is selected from history information based on item information with a large number of orders, only information according to the number of orders can be obtained, and there is a problem that the trend of visitors depends on the ordered items.
The inventor has found that it is extremely beneficial for attracting customers to derive a trend of a visitor by using whether or not a new visit is made, staying time, and the number of visitors.
Therefore, an object of the present invention is to obtain the attribute of the visitor, the staying time, and the number of visitors from the visitor of the store based on the above-mentioned problems and knowledge, derive the trend information of the visitor, and utilize the information for attracting customers. It is in.

To achieve the above object, according to one aspect of the customer management system of the present invention, an image acquisition unit that captures at least a visitor image and acquires a visitor image including a face, and a visitor image in association with the visitor image A storage unit for storing visitor information and searching the visitor information by acquiring the visitor image to determine the attribute of the visitor, and calculate trend information indicating a transition of information extracted from the visitor information. And a processing unit.
In this customer management system, the attribute of the visitor is any one of the sex and age information of the visitor, the discrimination information of a new visitor determined by the search of the visitor information, or two or more of these. The trend information includes any one or two or more of the change in the number of cooked items ordered, the change in the average staying time of visitors, the change in the number of visitors, and the change in the number of new visitors or the number of return visitors to the number of visitors. May be included.
The customer management system may further include an information presentation unit that presents at least the trend information by acquiring the visitor image.
In this customer management system, the storage unit may further store the trend information in association with the attribute of the visitor specified in the visitor image.
In this customer management system, the processing unit may further calculate the trend information at least for each visitor or for each cooked product.
In this customer management system, the processing unit may further update the trend information regularly or irregularly by acquiring the visitor image.

In order to achieve the above object, according to one aspect of a program of the present invention, a program realized by a computer, having a function of capturing at least a visitor image and acquiring a visitor image including a face, and the visitor image And a function of storing the visitor information in a storage unit in association with the store information, and determining the attribute of the visitor by searching the visitor information by acquiring the visitor image, the transition of the information extracted from the visitor information And the function of calculating trend information representing

To achieve the above object, according to one aspect of the customer management apparatus of the present invention, an image acquisition unit that captures at least a visitor image and acquires a visitor image including a face, and a visitor image in association with the visitor image A storage unit for storing visitor information and searching the visitor information by acquiring the visitor image to determine the attribute of the visitor, and calculate trend information indicating a transition of information extracted from the visitor information. And a processing unit.

To achieve the above object, according to one aspect of the customer management method of the present invention, a step of capturing at least a visitor image and acquiring a visitor image including a face, and the visitor information in association with the visitor image. Storing in the storage unit, the visitor information is searched by acquiring the visitor image, the attribute of the visitor is determined, and trend information representing a transition of information extracted from the visitor information is calculated. And a process.

According to the present invention, any one of the following effects can be obtained.
(1) Acquiring the attributes of visitors, staying time, and the number of visitors, deriving trend information of the visitors at the store, grasping the preferences of the visitors, attracting new customers, attracting customers, etc. It can be used for information.
(2) It is possible to easily respond to the visitor without depending on the experience of the customer, and to enhance the customer service to the visitor.
(3) It is possible to contribute to the development of menus such as cooked foods by referring to the trend information.
(4) Trend information can be used to improve the business form in stores.

It is a figure which shows the customer management system which concerns on 1st Embodiment. It is a figure which shows the camera arrangement, the table arrangement, etc. of a store floor. It is a figure which shows the visitor photography on an entrance floor. It is a figure which shows the camera arrangement|positioning of an in-store floor, table arrangement|positioning, and coordinate information. It is a figure which shows the focus of an in-store camera. A, B and C are diagrams showing shooting of visitors and cooked foods. A is a photograph of a visitor, B is a diagram showing a visitor image including a face, and C is a diagram for explaining face image authentication processing. It is a figure which shows the hardware of a management server. It is a figure which shows an integrated information file. It is a figure which shows a visitor information file. It is a figure which shows an order information file. It is a figure which shows a stay time information file. It is a figure which shows a trend information file. It is a figure which shows daily trend information. It is a figure which shows weekly trend information. It is a figure which shows monthly trend information. It is a figure which shows annual trend information. It is a figure which shows trend information for multiple years. It is a flow chart which shows a processing procedure of customer management concerning a 1st embodiment. It is a figure which shows the customer management system which concerns on 2nd Embodiment. It is a flow chart which shows a processing procedure of customer management concerning a 2nd embodiment.

[First Embodiment]
FIG. 1 shows a customer management system according to the first embodiment of the present invention. The configuration shown in FIG. 1 is an example, and the present invention is not limited to such a configuration.
The customer management system 2 includes an image capturing unit 4 and a management server 6. The photographing unit 4 is an example of an image acquisition unit of the present invention, and acquires a visitor image by photographing a visitor. The photographing unit 4 is provided with a single camera or a plurality of cameras, and each camera is installed on the floor of the store. That is, an entrance camera (hereinafter, simply referred to as “camera”) 4-1 is installed on the entrance floor 10 side, and a plurality of in-store cameras (hereinafter, simply referred to as “camera”) 4-2 are installed on the passenger room floor 12 side. It The camera 4-1 is, for example, a video camera, and is arranged in the vicinity of the cashier counter 14 and photographs the entrance and exit of the visitor P. The camera 4-2 is, for example, a video camera, and photographs the visitor P on the table 16 arranged on the guest room floor 12 and the cooked food 18 on the table 16.

The management server 6 is an example of the processing unit of the present invention, and the management server 6 includes a server body 20, a monitor 22, and an operation input unit 24. The server body 20 is composed of a computer having a communication function. Cameras 4-1, 4-2, a monitor 22, an operation input unit 24, a management terminal 26, and an accounting terminal 28 are linked to the server main body 20 by wire connection or wireless connection.
The monitor 22 is an example of an information presentation unit controlled by the server body 20, and presents image information obtained by information processing. The operation input unit 24 is used to input information by the user. The operation input unit 24 includes a terminal such as a keyboard and a mouse, and a touch panel installed on the display screen of the monitor 22.

The management terminal 26 is connected to the management server 6 via a wired connection or a wireless connection, and can exchange information with the management server 6. As the management terminal 26, a tablet terminal having a communication function and information processing terminals 26-1 and 26-2 such as smartphones are used. The wireless connection may be any form such as Internet connection or Wi-Fi (registered trademark) connection. As an example of an external information source, the accounting terminal 28 is, for example, an information terminal used for managing settlement of the value of a service provided to the visitor P, or an information terminal of a sales management system such as POS (Point of Sale), and the cashier counter 14 Is installed in.

<Photographing department 4 and store 8>
FIG. 2 shows a configuration example of the store 8. 2, the same parts as those in FIG. 1 are designated by the same reference numerals.
The store 8 is provided with an entrance floor 10, a guest room floor 12, an office room 30, a cooking room 32, a pantry 34, and the like. A cashier counter 14 is arranged on the doorway floor 10, and a plurality of tables 16-1, 16-2,..., 16-6 are arranged on the guest room floor 12. A passage is provided between the tables 16-1, 16-2,..., 16-6 as a flow line area for the visitor P and the store staff.
The cameras 4-21, 4-22,..., 4-30 are arranged on the ceiling surface or wall surface of the guest room floor 12, and arrive at the tables 16-1, 16-2,. The person P and the cooked product 18 are photographed. The management server 6 is installed in the office 30. The management terminal 26 is also installed in the cooking chamber 32 and the pantry 34.

<Photograph of visitor P>
FIG. 3 shows a photograph of the visitor P on the entrance floor 10. 3, the same parts as those in FIG. 1 are designated by the same reference numerals. Upon entering the store, the visitor P receives a response on the entrance floor 10 of the store 8 and is photographed by the camera 4-1. Also, when the store is closed (at the time of payment), the image is similarly taken by the camera 4-1. Thereby, the visitor image including the face can be acquired from the visitor P by the camera 4-1 at the timing of entering and leaving the store.

<Arrangement of Cameras 4-1, 4-21, 4-22,..., 4-30, Tables 16-1, 16-2,..., 16-6 and Address Information>
FIG. 4 shows the arrangement of the cameras 4-1, 4-21, 4-22,..., 4-30 and the tables 16-1, 16-2,. The positions of the cameras 4-1, 4-21, 4-22,..., 4-30, and the tables 16-1, 16-2,..., 16-6 can be visualized and converted by XY coordinates 36. For example, the positions of the cameras 4-1, 4-21, 4-22,..., 4-30 and the tables 16-1, 16-2,. can do. Similarly, the position of the cooked product 18 on the table 16 can also be converted into address information and acquired.

<Acquisition of visitor image and cooked product image in the store>
FIG. 5 shows the focus F1, F2, F4 and F6 of the tables 16-1, 16-2, 16-3 and 16-4 and the cameras 4-21, 4-22, 4-24 and 4-26. .. By setting the focus F1, F2, F4, and F6 in this way, it is possible to photograph the visitor P and the cooked product 18 that arrive at the tables 16-1, 16-2, 16-3, and 16-4. The address position (FIG. 4) of the acquired image can be specified.

FIG. 6 shows, for example, images of the tables 16-1 and 16-2 taken from three positions of the cameras 4-21, 4-23, and 4-24, and the acquisition of the visitor image and the cooked product image.
A of FIG. 6 has shown the photography by the camera 4-21. The camera 4-21 faces the visitor P1 and the cooked item 18 on the table 16-1, and can capture the visitor image and the cooked item image from the visitor P1 and the cooked item 18 by photographing with the camera 4-21. ..
B of FIG. 6 shows shooting by the camera 4-23. The camera 4-23 faces the visitors P2 and P3 and the respective cooked items 18 on the table 16-1, and the visitor P6 and the cooked items 18 on the table 16-2, and the visitors P2 and P3 on the camera 4-23. Also, each cooked product 18 or the visitor P6 and the cooked product 18 can be photographed, and each visitor image and cooked product image can be acquired.
C of FIG. 6 has shown the photography by the camera 4-24. The camera 4-24 faces the visitors P4, P5 and each cooking product 18 on the table 16-1. Images and cookware images can be acquired.
The acquisition position of the visitor image and the cooked product image can be specified by the address information (FIG. 4) based on the XY coordinates described above. Further, since the focus position can be specified by the address information, by performing zoom control, for example, as the focus control by the address information, it is possible to acquire a precise visitor image and cooked product image.

<Registration and discrimination of visitor P>
The visitor image including the face of the visitor P is used to register the visitor P and determine whether the visitor P is a new visitor or a new visitor. As shown in A of FIG. 7, the visitor P is photographed by the camera 4-1 when entering (or leaving) the store. Thereby, as shown in FIG. 7B, the visitor image 38 including the face is acquired. As shown in FIG. 7C from the visitor image 38, the face image 40 of the visitor P is subjected to close-up processing, and the characteristic information is acquired from the face image 40. The acquisition of the feature information may be performed by extracting feature points from the face image 40 in small area units 44 of the grid information 42 or extracting feature points from the face image 40 in image pixel units. The characteristic information may be, for example, any information such as a contour of a face, a contour of each part such as eyes, nose, and mouth, and a property of a face surface. Advanced authentication techniques such as iris authentication may be used.
Then, it can be determined whether or not the visitor P who has entered the store has left the store by collating with the characteristic information registered at the time of entry, and to determine whether the visitor is a new store or a new store, the registration is performed. It may be performed by collating with the feature information described above.

<Hardware of management server 6>
FIG. 8 shows the hardware of the management server 6. 8, the same parts as those in FIG. 1 are designated by the same reference numerals. The server body 20 of the management server 6 includes a processor 46, a memory unit 48, an input/output unit (I/O) 50, and a communication unit 52.
The processor 46 is an example of a processing unit that executes information processing, and performs information processing from various programs such as an OS (Operating System) and a customer management program stored in the memory unit 48. This information processing includes a) shooting control of the cameras 4-1 and 4-2, b) acquisition of a visitor image, c) acquisition of a cooked product image, d) storage of visitor information, and e) attribute of a visitor. Discrimination, f) visit time of the visitor, calculation of average stay time, g) calculation of the number of visitors, h) calculation and presentation of trend information, and i) information processing such as control of various functional units are included.

The memory unit 48 stores various programs such as an OS, a cooking program, a customer management program, and customer management information. Storage elements such as a ROM (Read Only Memory), a RAM (Random Access Memory), and an EEPROM (Electrically Erasable and Programmable Read Only Memory) are used for the memory unit 48. An external storage device such as a hard disk device connected to the processor 46 by wireless connection or wire connection may be used for the memory unit 48.

The I/O 50 is controlled by the processor 46, and the photographing operation of the cameras 4-1, 4-21, 4-22,..., 4-30, image acquisition, information presentation by the monitor 22, operation from the operation input unit 24. Input and output related to control such as fetching operation input information. Under the control of the processor 46, the communication section 52 executes communication for exchanging information with external devices such as the management terminal 26 and the accounting terminal 28.

<Information processing of the management server 6>
a) Shooting control of cameras 4-1 and 4-2 The cameras 4-1 and 4-2 are activated when the store 8 is opened and stopped when the store 8 is closed under the control of the management server 6. When the visitor P enters the entrance floor 10, the camera 4-1 photographs the visitor P. The entry of the visitor P may be detected by the camera 4-1 which is maintained in the continuous shooting state, or may be detected by a human sensor (not shown), and the detection by the camera 4-1 controls the shooting. May be. In contrast to the shooting at the time of entering the store, the shooting at the time when the visitor P leaves the store may be similarly performed.
The visitor P and the cooked product 18 on the guest room floor 12 are photographed by the cameras 4-21, 4-22,..., 4-30 under the control of the management server 6.

b) Acquisition of visitor image The management server 6 acquires the visitor image from the camera 4-1 when the camera 4-1 captures the image. Similarly, the management server 6 acquires a visitor image when the visitor P is photographed by the cameras 4-21, 4-22,..., 4-30.
The management server 6 associates, for example, the information taken by the entrance floor 10 which is the shooting range of the camera 4-1 with the information taken by the cameras 4-21, 4-22,... Remember. At this time, the management server 6 may determine the degree of coincidence of the images captured on each floor and associate the captured information with each other in order to identify the visitor P moving between floors, for example.
c) Acquisition of cooked food image The management server 6 acquires the cooked food image when the cooked food 18 on the table 16 is photographed by the cameras 4-21, 4-22,..., 4-30. In this case, when the cooked food 18 is photographed together with the visitor P, either or both of the visitor image and the cooked food image may be acquired. The visitor image and the cooked product image are stored in the general information file 54 (FIG. 9).
d) Saving of visitor information The management server 6 stores either or both of the visitor image and the cooked product image in the memory unit 48 as the visitor information. This visitor information is stored in the general information file 54.

e) Determining the attribute of the visitor P The management server 6 determines the attribute of the visitor P using the visitor image. The attribute information of the visitor P includes a result of discrimination of a new visitor or a revisitor using the visitor's sex information, age information, past visit record, and the like. The determination result is stored in the general information file 54.
f) Calculation of visitor P's staying time and average staying time The management server 6 saves the time from when the visitor P enters the store to when the visitor P exits as the staying time. The management server 6 calculates the average stay time for the same visitor P from the stay time at the time of visit and the number of visits. The management server 6 calculates the average stay time of the visit times of all the visitors P at the time of visit. In calculating the average stay time, for example, the following equation (1) may be used.
Average staying time (Ts) = total value of staying time of visitors/number of visitors (X1)
...(1)
The average staying time (Ts) may be calculated, for example, by using the staying time of all the visitors of the store or by using the visitor information extracted by using the attribute information of the visitor P.
g) Calculation of the number of visitors, etc. The management server 6 counts the number of visitors P, and calculates the total number of visitors Npm, the number of new visitors Nnm, and the number of new visitors Nrm. At the same time, the ratio (%) of the number Nnm of new visitors to the total number Npm of visitors and the number Nrm (%) of returning visitors to the total number Npm of visitors are calculated in a specific period.

h) Calculation and presentation of trend information The management server 6 retrieves the visitor information from the memory unit 48 upon acquisition of the visitor image, determines the attributes including whether or not the visitor is a new visitor, and the visitor's stay time. Or the number of visitors is calculated as trend information.
The management server 6 calculates, as the trend information, a change in the average staying time of the visitor P, a change in the number of new visitors with respect to the number of visitors, or a change in the number of returning visitors, or two or more.
The management server 6 calculates the trend information at least for each visitor P or for each cooked product.
The management server 6 presents the trend information to the information presentation unit of the monitor 22 and the management terminal 26 upon the acquisition of the visitor image.
i) Control of various functional units The management server 6 updates the trend information in the memory unit 48 regularly or irregularly when the visitor image is acquired.

<Database>
The memory unit 48 stores a database that stores customer management information. This database stores, for example, a plurality of file format information in which the data collected by the customer management system 2 are collected for each specific item. In the database, general information file 54 (FIG. 9), visitor information file 56 (FIG. 10), order information file 58 (FIG. 11), stay time information file 60 (FIG. 12), trend information file 62 (FIG. 13). , Daily trend information (FIG. 14 ), weekly trend information (FIG. 15 ), monthly trend information (FIG. 16 ), annual trend information (FIG. 17 ), multi-year trend information (FIG. 18 ), and the like.

<General information file 54>
FIG. 9 shows an example of the general information file 54. The general information file 54 is created, for example, when the visitor P visits the store. Information for each visitor P is stored in the general information file 54, for example.
The integrated information file 54 includes a number section 63, a date/time section 64, a visitor image section 66, an address information section 68, a visitor attribute section 70, a time information section 72, an ordered cooked goods section 74, and a visitor section 76. .. An information number is stored in the number portion 63. The date/time section 64 stores date/time information of information acquisition. The visitor image portion 66 stores the visitor image acquired from the visitor P. The address information section 68 stores address information from which the visitor image and the cooked product image are acquired. The shop visitor attribute section 70 is provided with a new shop visitor section 70-1 and a re-shop visitor section 70-2 as an example of attribute information, and the new shop visitor section 70-1 has information indicating a new visit, a shop visitor section again. 70-2 stores information indicating a return visit. The visitor attribute unit 70 may store, as attribute information, information such as the gender and age of the visitor (not shown).

The time information section 72 includes an entry time section 72-1, an exit time section 72-2, and a stay time section 72-3. The time information when the visitor P enters the store is stored in the store entry section 72-1. Time information when the visitor P leaves the store is stored in the store exit section 72-2. The stay time section 72-3 stores, for example, a calculation result of (stay time-entry time) as a stay time from the time of entering the store to the time of leaving the store. The ordered cooked product section 74 includes a cooked product image section 74-1, a cooked product section 74-2, and a product number section 74-3. The cooked product image portion 74-1 stores cooked product images. Attribute information such as a name for identifying the cooked item is stored in the cooked unit 74-2. The number of items to be cooked is stored in the number-of-items portion 74-3.

The visitor section 76 is provided with a total visitor number section 76-1, a new visitor number section 76-2, and a re-visitor number section 76-3. The total number of visitors section 76-1 stores the total number of visitors in a certain period. The number of new visitors is stored in the number of new visitors 76-2. The number of revisiters is stored in the number of revisiters 76-3.

<Visitor information file 56>
FIG. 10 shows a plurality of store visitor information files 56 created for each store visitor P. Each visitor information file 56 includes a number section 78, a visitor attribute section 80, a time information section 82, and an ordered cooked article section 84. An information number is stored in the number portion 78. The visitor attribute section 80 includes a visitor image section 80-1 and an attribute information section 80-2. The visitor image portion 80-1 stores a visitor image, and the attribute information portion 80-2 includes, for example, information indicating new visit or revisit, age information, gender information, or any combination thereof. Is stored.
The time information section 82 is provided with a store entry section 82-1, a store exit section 82-2, and a stay time section 82-3. The entry time section 82-1 stores time information when the visitor P enters the store. In the store-exiting section 82-2, time information when the visitor P leaves the store is stored. The staying time section 82-3 stores the staying time from entering the store to leaving the store.
The ordered cooked product section 84 is provided with a cooked product image section 84-1, a cooked product section 84-2, and a product number section 84-3. A cooked product image is stored in the cooked food image portion 84-1. This cooked food image is, for example, cooked food arranged near the visitor P, or cooked food ordered by the visitor P, and image data obtained by photographing the cooked food confirmed to be eaten by the visitor P. Is.
The cooked product section 84-2 stores information such as a cooked product name that identifies the cooked product 18. The number of orders is stored in the item number section 84-3.

<Order information file 58>
FIG. 11 shows a plurality of order information files 58 created for each order item. Each order information file 58 includes a number section 86, an order cooked goods section 88, a date and time section 90, a visitor attribute section 92, and a time information section 94. An information number is stored in the number portion 86. The order cooked goods section 88 is provided with a cooked goods section 88-1 and a number-of-products section 88-2. The cooked food section 88-1 stores attribute information of ordered cooked foods. The order number of the cooked product 18 is stored in the product number portion 88-2. The date/time section 90 stores date/time information regarding an order. The visitor attribute section 92 includes a visitor image section 92-1 and an attribute information section 92-2. The image of the taken visitor P is stored in the visitor image section 92-1. The attribute information section 92-2 stores, for example, discrimination information as to whether or not a new visitor, age information or sex information of a visitor, or information obtained by combining these. The time information section 94 is provided with a store entry section 94-1, a store exit section 94-2, and a stay time section 94-3. The entry time section 94-1 stores time information when the visitor P enters the store. The store exit time section 94-2 stores time information when the visitor P exits the store. The stay time section 94-3 stores the stay time from the time of entering the store to the time of leaving the store.

<Dwelling time information file 60>
FIG. 12 shows an example of the stay time information file 60. This staying time information file 60 stores information such as a visitor and an ordered cooked product related to the staying time. The stay time information file 60 includes a number section 96, a stay time section 98, a visitor attribute section 100, a store entry/exit information section 102, and an order cooked goods section 104. An information number is stored in the number portion 96. The staying time section 98 stores the staying time from entering the store to leaving the store. In the visitor attribute section 100, information indicating whether a new visitor or a revisitor is stored as an example of the attribute information of the visitor. The visitor attribute section 100 is provided with, for example, an all visitor section 100-1, a new visitor section 100-2, and a re-visitor section 100-2. The total number of visitors 100-1 stores, for example, the total number of visitors related to the stay time. Information indicating a new visit is stored in the new visitor section 100-2, and information indicating a return visit is stored in the new visitor section 100-3. The information stored in the visitor attribute unit 100 may be used for calculating the trend (trend) of a new visitor or a revisited visitor with respect to the total number of visitors based on, for example, the stay time. ..
The entrance/exit information section 102 includes an entry part 102-1 and an exit part 102-2. The time information when the visitor P enters the store is stored in the store entry section 102-1. In the store-exiting section 102-2, time information when the visitor P leaves the store is stored.
The ordered cooked goods section 104 is provided with a cooked goods section 104-1 and a number-of-goods section 104-2. The cooked food section 104-1 stores attribute information of ordered cooked foods. The number of orders of the cooked product 18 is stored in the number-of-products section 104-2.

<Trend information file 62>
FIG. 13 shows an example of the trend information file 62. The trend information file 62 is an example of the trend information calculated using the information acquired from the visitor P, and stores information such as the visitor's staying time and ordered cooked products related to the time information. .. The information stored in the general information file 54, the visitor information file 56, the order information file 58, and the stay time information file 60 may be used to calculate the trend information.
The trend information file 62 includes a number section 106, a time information section 108, an average stay time section 110, and an ordered cooked product information section 112. An information number is stored in the number section 106. The time information unit 108 stores date information when a trend is calculated, collection date of data used for trend calculation, and period information indicating the period.
The average stay time section 110 stores data indicating the trend of the average stay time of the visitors, and for example, the average visitor section 110-1, the new visitor average section 110-2, and the return visitor average section 110-. 3 is provided. The total visitor averaging unit 110-1 stores the average staying time calculated for all the visitors within the set period. The new visitor averaging unit 110-2 stores the average staying time calculated only for new visitors within the set period. The revisiter averaging unit 110-3 stores the average staying time calculated only for the revisiters within the set period.
The ordered cooked product information unit 112 includes a cooked product unit 112-1, a product number unit 112-2, and a rank unit 112-3. The cooked food section 112-1 stores attribute information of ordered cooked foods. The order number of the cooked product 18 is stored in the product number section 112-2. The rank information stored in the rank part 112-3 is set for the cooked products ordered within a predetermined period. For example, the number of orders or the repeat rate of orders may be set as the rank of the cooked product.

<Trend information>
14 to 18 show an example of trend information calculated based on the information acquired from the visitor P. The trend information shown in FIGS. 14 to 18 is assumed information for representing the transition state of the information acquired from the visitor P, and the present invention is not limited to such contents.
FIG. 14 shows time trend information. In this time trend information, for example, the horizontal axis shows time information for each 1 [hour], and the vertical axis shows the total number of visitors (Npm), the number of new visitors (Nnm), the number of re-visits (Nrm), The number of ordered dishes (Or) and the staying time (Ts) are shown. This time trend information indicates, for example, that the numerical value fluctuates due to the passage of time within the business hours of the day, and that the numerical value transition amount increases in a specific time zone such as from evening to night. ..

FIG. 15 shows weekly trend information. In this weekly trend information, the horizontal axis indicates day of week information wt, and the vertical axis indicates the total number of customers (Npm), the number of new customers (Nnm), the number of new customers (Nrm), and the number of cooked items ordered (Or). , The staying time (Ts) is shown. The weekly trend information includes, for example, the transition information on the number of visitors during one week (Week) and the transition information on the number of orders of cooked foods as the trend information for a predetermined period. The transition information on the number of visitors is an example of trend information calculated for each visitor. The transition information on the number of orders of cooked foods is an example of trend information calculated for each cooked food. By using this weekly trend information, it is possible to grasp the transition state of numerical values from weekday (Weekday) to weekend (Weekend) and Sunday (Sunday).

FIG. 16 shows monthly trend information. In this monthly trend information, the horizontal axis indicates day information (dt), and the vertical axis indicates the total number of customers (Npm), the number of new customers (Nnm), the number of new customers (Nrm), and the number of cooked dishes ( Or) and staying time (Ts) are shown. The monthly trend information is, for example, as trend information for a predetermined period, the transition state of the number of visitors per day and the transition state of the number of orders are shown. Further, the monthly trend information is in a state where the numerical value repeatedly increases and decreases every few days during January (Month), for example.

FIG. 17 shows annual trend information. In this annual trend information, the horizontal axis shows the monthly information (mt), and the vertical axis shows the total number of visitors (Npm), the number of new visitors (Nnm), the number of re-visits (Nrm), the number of cooked dishes ( Or) and staying time (Ts) are shown. As the annual trend information, for example, as the trend information of a predetermined period, a transition state of the number of visitors and a transition state of the number of orders for each month are shown. Then, from this annual trend information, it is possible to grasp the transitional state of the number of visitors and the number of orders due to, for example, a seasonal change related to the month.

FIG. 18 shows trend information for a plurality of years. In this multi-year trend information, year information (yt) is shown on the horizontal axis, and total number of customers (Npm), number of new customers (Nnm), number of new customers (Nrm), number of cooked items on the vertical axis. (Or) and staying time (Ts) are shown. The multi-year trend information indicates, for example, the transition status of the number of visitors and the transition status of the number of orders every several years as trend information for a predetermined period. By using the trend information for a plurality of years, it is possible to grasp whether the customers are regular customers or whether new customers are increasing. In addition, it is possible to grasp the state of whether or not the ordered cooked product meets the taste of the customer from the order information for a plurality of years.

The time trend information, weekly trend information, monthly trend information, annual trend information, and multi-year trend information include the total number of visitors (Npm), the number of new visitors (Nnm), the number of re-visiters (Nrm), and orders. Information other than the number of cooked items (Or) and the stay time (Ts) may be calculated to generate the trend information. Further, the trend information is not limited to the one calculated for each hour, week, month, or year. The trend information may be calculated, for example, by the transition of the visitor's stay time or the transition of the number of orders with respect to the number of store visits.
Further, the number of ordered cooked items (Or) is shown as one graph in FIGS. 14 to 18, but does not indicate that all the numbers of cooked items provided in the store are combined. The trend information on the number of ordered cooked items (Or) may include a plurality of graphs calculated for each cooked item.

<Processing procedure>
FIG. 19 shows an example of a customer management processing procedure according to the first embodiment. This processing procedure is an example of the program or the customer management method of the present invention, and the present invention is not limited to this processing content or processing procedure. S indicates a process, and the numbers attached to S indicate the process order (the same applies hereinafter). Further, the processing procedure shown in this flowchart is continuously executed in the customer management system 2, and is not limited to the case of processing according to the process number, but an interrupt for executing a predetermined process upon occurrence of a specific event. Processing is performed.
This processing procedure includes the collection of visitor information including the image of the visitor at the time of the visit, the authentication of the new visitor or the return visitor, calculation of the trend information based on the visitor information, and the visitor information or the trend information. Presentation processing is included.

The management server 6 activates the customer management system 2 to bring the cameras 4-1, 4-21, 4-22, 4-23,..., 4-30 into the operating state. When a visitor P enters the entrance floor 10, the camera 4-1 photographs the visitor P (S101), and at the same time, the visitor P who has moved into the store is photographed by the cameras 4-2 (4-21, 4-22, 4-4). -23,..., 4-30) is photographed on the guest room floor 12 (S102), and the management server 6 acquires a visitor image (S103). At this time, the management server 6 may track the moving visitor P in cooperation with the cameras 4-1 and 4-2. That is, the management server 6 determines, for example, the degree of coincidence between the image of the visitor P taken by the camera 4-1 on the entrance floor 10 and the image of the visitor P taken by the camera 4-2 on the guest room floor 12. Alternatively, the same visitor P may be determined based on the monitoring result of the visitor's travel route.
At this time, the management server 6 may always capture the photographed visitor image from the cameras 4-1 and 4-2, or may capture the visitor image at predetermined timings, for example.

The management server 6 stores the acquired visitor image in the general information file 54 of the memory unit 48 (S104). The management server 6 reads the general information file 54 of the memory unit 48 and confirms the new number in the number unit 63, for example, when confirming the entrance/exit of a new visitor P or when the photographing by the camera 4-1 is started. Register and generate management data. Further, the management server 6 sends the time information acquired from, for example, the clock function installed in the management server 6 or the external function unit to the store entrance section 72-1 when registering the visitor image of the new visitor P. It is only necessary to enter the information and set the input section of the information section that has not been entered into the input standby state.
The management server 6 authenticates the visitor P by using the visitor image taken by the camera 4-1 at the time of entering the store or the visitor image taken by the camera 4-2 on the guest room floor 12 (S105). This authentication process is an example of the process of determining the attribute of the store visitor P according to the present invention. For example, it is determined whether or not the obtained store visitor image matches the store visitor image stored in the general information file 54 of the memory unit 48. to decide. By this authentication processing, it is determined whether or not a new visitor is the attribute information of the visitor P (S106), and if it is a new visitor (YES in S106), the new visitor information file 56 is stored in the memory unit 48. Create (S107). Further, when the visitor P is a re-visitor (NO in S106), the management server 6 reads the visitor information file 56 stored in the memory unit 48 (S108), for example.

Further, the management server 6 acquires a cooked product image when the cooked food 18 on the table 16 is photographed by the cameras 4-21, 4-22,..., 4-30, and visitor information of the visitor P is acquired. In the file 56 and the general information file 54, any one or more of address information indicating the seating position of the visitor P, visitor attribute information, time information, order preparation information, and the number of visitors is recorded (S109). ).

Further, the management server 6 may notify the information processing terminals 26-1 and 26-2, the accounting terminal 28, and the like of the authentication result of the visitor P, for example. As a result, a clerk who services the visitor P or a person in charge of managing the floor can serve the customer P in a state in which the attribute information of the visitor P is grasped when entering the store, guiding to the seat, and ordering. it can.

The management server 6 uses the information stored in the visitor information file 56 and the general information file 54 to calculate trend information including, for example, either the change in the staying time of the visitor or the change in the number of visitors. In calculating the trend information, for example, the average stay time is calculated by using the stay time from the entry of the same visitor P to the exit of the same visitor. Calculate the average length of stay. Further, the management server 6 is an example of trend information, which is the total number of visitors Npm, the number of new visitors Nnm, the number of revisits Nrm and the ratio of the number of new visitors Nnm to the total number of visitors Npm (%), The ratio (%) of the number Nrm of revisiters to the number Npm of visitors is calculated.

The management server 6 stores the calculated trend information in the memory unit 48 and presents it to the monitor 22 and the information processing terminals 26-1 and 26-2 (S110). At this time, the management server 6 may display all of the calculated trend information, or may select information to be displayed depending on the authority information of the clerk who browses this information, the type of the information processing terminal that browses, and the like. Good. That is, for example, when the management server 6 presents trend information to a clerk serving a visitor P, the management server 6 uses the information of the visitor P as a piece of information that can be used to serve, such as a change in the stay time, a change in the number of visitors, and an attribute. It is also possible to select and display the cooked food information according to the above, the number information of the cooked food according to the month or the day of the week, and the like. By limiting the number of pieces of display information in this manner, it is possible to prevent a viewer of trend information from determining whether or not the information is unnecessary for the work, and preventing confusion due to unavailable information.

Note that the processing procedure of this customer management has shown the case where it is determined whether the new visitor or the new visitor is the attribute of the visitor P, but the present invention is not limited to this.
In the customer management process procedure, for example, as the attribute of the visitor P, the age, sex, and other information of the visitor P may be determined from the visitor image, and stored in the visitor information file 56 as the attribute information.

<Effects of First Embodiment>
According to the first embodiment, any one of the following effects can be obtained.
(1) Using the acquired image of the visitor and the image of the cooked product, obtain the attribute of the visitor, the stay time, and the number of visitors, and use the trend information of the visitor calculated using these information As a result, it is possible to improve customer service to visitors.
(2) By using the visitor's attributes and the trend information of the stay time calculated by associating with the attribute and the type of cooked food, or the number of ordered cooked foods, the taste of the visitor or the evaluation from other visitors is used. You can present the services you have done.
(3) By using trend information calculated by associating information such as time zones, days of the week, and time with the attributes of visitors, it is possible to grasp the trends of visitors and provide menus and services that match these trends. You can broaden the range of sales strategies such as.
(4) Transition states such as the number of visitors and the number of cooked food items ordered can be used for setting the number of staff members and their arrangement, or for planning and analyzing the procurement of ingredients for cooked food products.
(5) The transition of trend information on the type and number of ordered cooked items can be used for menu adjustment or change, seasonal menu replacement, new menu development, etc.

[Second Embodiment]
<Customer management system 2>
FIG. 20 shows a customer management system according to the second embodiment. The configuration shown in FIG. 20 is an example, and the present invention is not limited to such a configuration. 20, the same components as those in FIGS. 1 and 8 are designated by the same reference numerals.
In the customer management system 2 according to the second embodiment, in addition to the image information of the visitor P photographed in the first embodiment, consumption information input to the accounting terminal 28 or settled by the accounting terminal 28 is processed. In addition, the trend information of the visitor is calculated.

The processor 46 acquires the consumption information of the visitor P from the accounting terminal 28 through the communication unit 52, for example, and stores this consumption information in the visitor information file 56 or the general information file 54 of the memory unit 48. Then, the management server 6 calculates, as the trend information, for example, a change in the staying time of the visitor P or a change in the number of visitors, and a change in the consumption information of the visitor. As the trend information, for example, daily trend information, weekly trend information, monthly trend information, annual trend information, multi-year trend information, etc. may be generated as transition information according to the passage of time. Further, the trend information may be calculated, for example, with respect to the customer attribute information, the amount of the settlement amount of the visitor P, which is an example of the consumption information, and the change in the settlement amount over time.

<Processing procedure>
FIG. 21 shows an example of a customer management processing procedure according to the second embodiment. This processing procedure is an example of the program or the customer management method of the present invention, and the present invention is not limited to this processing content or processing procedure. S indicates a process, and the numbers attached to S indicate the process order.
This processing procedure includes the collection of visitor information including the image of the visitor at the time of the visit, the authentication of the new visitor or the return visitor, calculation of the trend information based on the visitor information, and the visitor information or the trend information. Presentation processing is included.

The management server 6 activates the customer management system 2 to bring the cameras 4-1, 4-21, 4-22, 4-23,..., 4-30 into the operating state. When a visitor P enters the entrance floor 10, the camera 4-1 photographs the visitor P (S201), and the visitor P who has moved into the store is photographed on the guest room floor 12 by the camera 4-2 (S202). ), the management server 6 acquires a visitor image (S203). At this time, the management server 6 may track the moving visitor P in cooperation with the camera 4-1 and the cameras 4-21, 4-22, 4-23,..., 4-30.

The management server 6 stores the acquired visitor image in the general information file 54 of the memory unit 48 (S204). The management server 6 reads the general information file 54 of the memory unit 48 and confirms the new number in the number unit 63, for example, when confirming the entrance/exit of a new visitor P or when the photographing by the camera 4-1 is started. Register and generate management data. Further, the management server 6 sends the time information acquired from, for example, the clock function installed in the management server 6 or the external function unit to the store entrance section 72-1 when registering the visitor image of the new visitor P. It is only necessary to enter the information and set the input section of the information section that has not been entered into the input standby state.
The management server 6 authenticates the visitor P by using the visitor image taken by the camera 4-1 at the time of entering the store or the visitor image taken by the camera 4-2 on the guest room floor 12 (S205). This authentication processing is an example of determining the attribute of the visitor P of the present invention, and determines whether or not the obtained visitor image and the visitor image stored in the general information file 54 of the memory unit 48 match, for example. To do. By this authentication processing, it is determined whether or not the new visitor is the attribute information of the visitor P (S206), and if it is the new visitor (YES of S206), the new visitor information file 56 is stored in the memory unit 48. Create (S207). Further, when the visitor P is a re-visitor (NO in S206), the management server 6 reads the visitor information file 56 stored in the memory unit 48 (S208), for example.

Furthermore, the management server 6 acquires the consumption information of the visitor P and the group of the visitor P from other information sources such as an accounting system (S209). At this time, the management server 6 collects information such as the amount of money settled and the type and number of cooked items ordered from the accounting terminal 28 or another server device that manages the accounting system. The accounting system includes, for example, a POS including accounting functions of stores, ordering of raw materials, functions of sales management, and the like.
In addition, the management server 6 acquires the cooked product image and, with respect to the visitor information file 56 and the general information file 54 of the visitor P, address information indicating the sitting position of the visitor P, visitor attribute information, time information, At least one of the ordered cooked product information, the number of visitors, and the consumption information is recorded (S210). This information is recorded, for example, when the management server 6 photographs the cooked food 18 on the table with the cameras 4-21, 4-22,..., 4-30, or when the visitor P performs the payment process. Alternatively, it may be performed periodically such as a set period. The management server 6 may calculate the trend information using the recorded information.
The trend information includes, for example, the staying time of the visitor P and its group, the attribute information of the visitor P and its group, the change in the number of visitors, and consumption information such as the amount of payment for each visitor P, The information may include the number of visitors and consumption information for a predetermined period of time, day of the week, month, and year.

The management server 6 stores the calculated trend information in the memory unit 48 and presents it to the monitor 22 and the information processing terminals 26-1 and 26-2 (S211). At this time, the management server 6 may display all of the calculated trend information, or may select information to be displayed depending on the authority information of the clerk who browses this information, the type of the information processing terminal that browses, and the like. Good.

Note that the processing procedure of this customer management has shown the case where it is determined whether the new visitor or the new visitor is the attribute of the visitor P, but the present invention is not limited to this.
In the customer management process procedure, for example, as the attribute of the visitor P, the age, sex, and other information of the visitor P may be determined from the visitor image, and stored in the visitor information file 56 as the attribute information.

<Effect of Second Embodiment>
According to the second embodiment, any one of the following effects can be obtained in addition to the effects of the first embodiment.
(1) It is easy to understand the customer's taste and reaction to the service content provided by the store by calculating the store's trend from the store's attributes and consumption information, changes in the number of store visitors, and information on ordered dishes. Becomes
(2) Changes in the number of visitors per day of the week, time of day, daily and monthly, and changes in sales based on consumption information become clear, and it is possible to develop menus and recipes that match customer tastes, and use them as attribute information for visitors. It can be used to set and adjust the sales policy and the sales target based on it.
(3) By collecting the consumption information in the customer management process, it is possible to grasp the amount paid by the visitor and the sales and profit for each cooked product, by day, month, and season.
(4) By collecting consumption information, it can be used for business management such as price adjustment according to changes in the number of ordered cooked products due to changes in seasons and months.

[Other Embodiments]

(1) In the above-described embodiment, trend information such as a change in the staying time of a visitor and a change in the number of visitors calculated using the attribute information acquired from the visitor P and the like is used to monitor trend information such as the monitor 22 and the information processing terminal 26- However, the present invention is not limited to this. In this customer management system 2, for example, a part of the calculated trend information or this trend information according to the business content such as customer service to the visitor P, management of business conditions such as sales, or management of purchase of raw materials. The processed information may be calculated and presented to the information processing terminals 26-1, 26-2 and the like.

(2) In the above embodiment, the case where the attribute determination is performed by using the image information acquired when the visitor P visits the store is shown, but the present invention is not limited to this. The attribute determination of the visitor P may be made at a predetermined timing, for example, while in the store, and when the cooked food item is ordered, the ordered cooked food product is provided, or the accounting is settled, or each timing. The attribute determination process may be performed in. As a result, regardless of whether it is a new visitor or a returning visitor, for example, information indicating the presence or absence of a past order for cooked food, or when a group of multiple people visit the store, other than the cooked food ordered in the past It may be used to collect information such as whether or not the item has been ordered.

(3) In the visitor information and the trend information, for example, the case where the ordered cooked items are collectively recorded is shown, but the present invention is not limited to this. The ordered items may be classified and recorded into, for example, beverages, foods, main dishes and desserts.

(4) In the visitor information and the trend information, for example, the case where the information of only a specific visitor P is recorded is shown, but the present invention is not limited to this. These pieces of information may include, for example, information for each visitor P and information for associating with the accompanying visitor. Further, this association may include information such as whether or not the provided cooked product is shared by a plurality of people.

(5) In the above embodiment, the image capturing unit 4, the entrance/exit camera 4-1, the in-store cameras 4-2, 4-21, 4-22,... The case where a person's face image or cooked food is photographed is shown, but the present invention is not limited to this. In this customer management system 2, for example, an image taken by the visitor P may be fetched and used as an attribute of the visitor. The customer management system 2 may be, for example, a functional unit that captures image information from a photographing device possessed by the visitor P or a portable information processing device having a photographing function, as an image acquiring unit. This functional unit may use a communication line such as a telephone line or an Internet line, and may send and receive data through near field communication such as infrared communication or Wi-Fi (registered trademark).
That is, the visitor P takes a face image of himself/herself when he/she visits the store or when he/she sits at a specific seat, and sends the image information to the management server 6. The management server 6 may use the image information received from the store visitor P to determine whether or not the store is a store visitor again.
Note that the visitor P may, for example, take an image of his/her face, the number of the seat where he/she is seated, its table number, the ordered cooked food, etc., and send it to the management server 6.

As described above, the most preferable embodiment of the present invention has been described. The present invention is not limited to the above description. Various modifications and changes can be made by those skilled in the art based on the gist of the invention described in the claims or the mode for carrying out the invention. It goes without saying that such modifications and changes are included in the scope of the present invention.

According to the present invention, attribute information collected from a store visitor, stay time, number of store visitors, etc. are used to calculate trend information about store visitors, thereby attracting new customers and attracting customers such as stopping store visitors. It can be used to be useful.

2 Customer management system 4 Imaging unit 4-1 Entrance/exit camera 4-2, 4-21, 4-22,..., 4-30 In-store camera 6 Management server 8 Store 10 Entrance/exit floor 12 Guest room floor 14 Cashier counter 16, 16 -1, 16-2,..., 16-6 Table 18 Cooking product 20 Server body 22 Monitor 24 Operation input section 26 Management terminal 26-1, 26-2 Information processing terminal 28 Accounting terminal 30 Office room 32 Cooking room 34 Pantry 36 XY coordinates 38 Visitor image 40 Face image 42 Grid information 44 Small area unit 46 Processor 48 Memory unit 50 Input/output unit (I/O)
52 Communication Department 54 General Information File 56 Visitor Information File 58 Order Information File 60 Stay Time Information File 62 Trend Information File 63, 78, 86, 96, 106 Number Section 64, 90 Date and Time Section 66 Visitor Image Section 68 Address Information Section 70, 80, 92, 100 Store visitor attribute section 70-1, 100-2 New store visitor section 70-2, 100-3 Return store section 72, 82, 94, 108 Time information section 74, 84, 88, 104 Order cooked goods department 76 Store visitor department 80-1, 92-1 Store visitor image department 80-2, 92-2 Attribute information department 82-1, 94-1, 102-1 Store entrance part 82-2, 94- 2, 102-2 Exit time section 82-3, 94-3 Stay time section 84-1 Cooking image section 84-2, 88-1, 104-1, 112-1 Cooking section 84-3, 88- 2, 104-2, 112-2 Number of products 98 Staying time 100-1 All visitor's department 102 Store entrance/exit information department 110 Average staying time 110-1 All visitor average 110-2 New visitor average 110 -3 Revisit Average Part 112 Order Cooked Product Information Part 112-3 Rank Part

Claims (9)

Image capturing means for capturing at least a visitor and acquiring a visitor image including a face,
A storage unit for storing visitor information associated with the visitor image;
A processing unit that searches the visitor information by acquiring the visitor image, determines the attribute of the visitor, and calculates trend information indicating a transition of information extracted from the visitor information,
A customer management system comprising: The attribute of the visitor, gender or age information of the visitor, any of the determination information whether or not a new visitor determined by the search of the visitor information, or two or more of these information,
The trend information includes any one or more of a change in the number of cooked items ordered, a change in the average staying time of visitors, a change in the number of visitors, and a change in the number of new visitors or the number of return visitors with respect to the number of visitors. The customer management system according to claim 1. The customer management system according to claim 1 or 2, further comprising an information presentation unit that presents at least the trend information by acquiring the visitor image. Further, the storage unit stores the trend information in association with the attribute of the visitor specified in the visitor image, and the storage unit stores the trend information. Customer management system. 5. The customer management system according to claim 1, wherein the processing unit calculates the trend information at least for each visitor or for each cooked product. Furthermore, the said process part updates the said trend information regularly or irregularly by acquisition of the said visitor image, The customer management in any one of Claim 1 thru|or 5 characterized by the above-mentioned. system. A program to be realized by a computer,
At least a function to capture a visitor image and acquire a visitor image including a face,
A function of storing the visitor information in the storage unit in association with the visitor image,
A function of searching the visitor information by obtaining the visitor image, determining the attribute of the visitor, and calculating trend information representing a transition of information extracted from the visitor information,
A program for realizing the above with the computer. Image capturing means for capturing at least a visitor and acquiring a visitor image including a face,
A storage unit that stores visitor information in association with the visitor image;
A processing unit that searches the visitor information by acquiring the visitor image, determines the attribute of the visitor, and calculates trend information indicating a transition of information extracted from the visitor information,
A customer management device comprising: A step of capturing at least a visitor image and acquiring a visitor image including a face;
Storing the visitor information in the storage unit in association with the visitor image,
A step of searching the visitor information by obtaining the visitor image, determining the attribute of the visitor, and calculating trend information representing a transition of information extracted from the visitor information;
A customer management method comprising:

Images