CUSTOMER SERVICE STATE ANALYZER, CUSTOMER SERVICE STATE ANALYSIS SYSTEM, AND CUSTOMER SERVICE STATE ANALYSIS METHOD

• Main Authors: INAMI SHIGEAKI, KINOSHITA KAZUKI, TSUJI TOSHITSUGU
• Format: Patent
• Language: English; Japanese
• Published: 27.08.2020
• Subjects: CALCULATING; COMPUTING; COUNTING; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES; PHYSICS; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR

To determine that a store clerk has serviced a customer while suppressing the influence of an environment sound other than the utterance of the store clerk and generate highly reliable customer service information.SOLUTION: The processor of a customer service state analyzer is constituted so as to: acquire the position information of a person acquired from image data in which a person inside of a store is imaged, the position information of belongings of a store clerk and the position information of a sound acquired from sound data in which sounds inside of the store are collected; determine on the basis of these pieces of position information whether or not the store clerk has serviced a customer; generate information relating to a customer service state on the basis of the result of the determination; distinguish, when making the determination, whether or not the position of the store clerk is included in a determination change area that is set as a portion of the area inside of the store; and, when the position of the store clerk is included in the determination change area, make determination using a determination criterion that includes a threshold, set to the determination change area, that pertains at least to sounds.SELECTED DRAWING: Figure 10 【課題】店員の発話以外の環境音の影響を抑制しつつ店員が接客を行ったことを判定し、より信頼性の高い接客情報を生成する。【解決手段】接客状況分析装置のプロセッサは、店舗内の人物を撮像した画像データから取得した人物の位置情報、店員の所持物の位置情報、及び店舗内の音声を収音した音声データから取得した音声の位置情報を取得し、それらの位置情報に基づいて、店員が接客を行ったか否かを判定し、その判定の結果に基づいて、接客状況に関する情報を生成し、その判定を行う際には、店員の位置が、店舗内のエリアの一部として設定された判定変更エリアに含まれるか否かを判別し、店員の位置が判定変更エリアに含まれる場合、判定変更エリアに対して設定された少なくとも音声に関する閾値を含む判定基準を用いて判定を行う構成とする。【選択図】図１０