JP2007265295A - Customer support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system enabling a customer to select an investment trust product at ease without constraint. <P>SOLUTION: A data processor is operated to display a first guide screen requesting the customer to input an allowable loss together with the amount of fund in trust and expected profit, to retrieve a database in response to operation input corresponding to the first guide screen to extract products suitable for the expected profit, to display a second guide screen showing the product names and profit rates of one or more extracted products, to select a combination of products suitable for the input expected profit and allowable loss including the selected products in response to operation input corresponding to the second guide screen and to display a third guide screen showing the product names and fund distribution of the selected combination. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to a customer support system that supports customers who purchase investment trust products.

  Most banks, which are financial institutions, sell investment trust products in addition to the original financial services. In recent years, interest in personal asset management has increased, and an increasing number of customers have visited banks to consult investment trusts. In response to this, banks are promoting sales promotion measures such as placing an advisor dedicated to asset management at sales offices and establishing departments at headquarters centers to respond to inquiries from sales offices.

  However, there are many types of investment trust products, and banks handle a wide variety of products. Some products are high-risk, so advisors are required to have sufficient product knowledge, but it is not uncommon for individual advisors to fully grasp all products. If the advisor is not confident, it is impossible to recommend products to customers.

  As a prior art document related to providing information about asset management to customers, there is, for example, Japanese Patent Laid-Open No. 2002-7723. This publication proposes an information providing system that displays a screen that visually explains the economic risk (risk) and profit (return) when operating a financial product. This is useful for customers to develop general knowledge about asset management.

Japanese Laid-Open Patent Publication No. 2001-125964 discloses an asset management advice system for online trading that plays the role of an advisor. This system generates and presents a plurality of investment scenarios with different characteristics according to attribute information (such as the amount of assets under management and desired conditions for diversified investment) input by the user. When the user selects one investment scenario, the system presents predetermined operational advice data.
JP 2002-7723 A JP 2001-125964 A

  Customers with general knowledge about mutual funds consider profits (hereinafter also referred to as returns) and losses (hereinafter also referred to as risks) when purchasing investment trust products. Because they know that there is a risk, they may feel uneasy when selecting a product. On the other hand, there are also customers who purchase investment trust products without considering risks.

  An object of the present invention is to provide a system that enables a customer to select an investment trust product without hesitation.

  A customer support system that achieves the above object includes a database that stores investment trust product information, and a data processing device that includes a display and an operation input device. The data processing device, together with the amount of funds to be trusted and the desired profit, Displaying a first guidance screen that asks the customer to input an allowable loss, and responding to an operation input corresponding to the first guidance screen, searching the database for a product that matches the desired profit A second guidance screen showing the product name and profit rate of the extracted one or more products is displayed, and the selected product is displayed in response to an operation input corresponding to the second guidance screen. A combination of products that includes and is input to the desired profit and allowable loss is selected, and a third guidance screen showing the product name and fund allocation of the selected combination is displayed. The “desired profit” and “tolerable loss”, which are information to be entered by the customer, are expressed as a percentage or amount of money. The combination of products includes the case of only a single product.

  By inputting the allowable risk (loss), the customer can specifically recognize the risk. Since the products that satisfy the hope for return (profit) without deviating from the risk assumed by the customer are specifically displayed, the customer can purchase the product with peace of mind.

  In a more preferable customer support system, the profit rate shown on the second guidance screen corresponds to the maximum profit achievable with the corresponding product, and the second guidance screen shows the achievement calculated based on the past results together with the profit rate. The probability is indicated, and it is determined whether or not the desired profit and the allowable loss are met based on the profit rate including the achievement probability. According to this, it is possible to increase the probability that the customer can obtain a return close to the desired amount.

  According to the inventions of claims 1 to 5, an asset management environment is realized in which a customer can select an investment trust product without hesitation at ease.

  It is no longer necessary to train a large number of customer service personnel with detailed product knowledge at financial institutions that sell investment trust products. In addition, it is possible to reduce the occurrence of troubles with customers when loss occurs.

  1A and 1B show the configuration of the customer support system. Here, the system configuration will be described with the seller of the investment trust product as the bank.

  A customer support system 1 in FIG. 1A is a system that supports a customer who actually visits a bank sales office. The customer support system 1 includes a terminal computer 10, a host computer 20, and a database 30. The terminal computer 10 and the host computer 20 work together to function as a data processing device for supporting customers.

  The terminal computer 10 is installed at a bank branch that handles various investment trust products, and is open to customers visiting the branch. The terminal computer 10 includes a display 11 for displaying a guidance screen for purchasing a product, a keyboard 12 for inputting characters, and a mouse 13 as a pointing device.

  The host computer 20 is installed, for example, at a headquarter center of a bank and is connected to the terminal computer 10 by a dedicated communication line 15. The host computer 20 includes a storage that stores the database 30.

  The database 30 stores product information of various investment trust products sold at the sales office. The database 30 is managed by the host computer 20 and updated from time to time so that the latest information can be provided to the customer.

  The product information stored in the database 30 is provided from computers 5, 6, 7, 8, and 9 such as securities companies and research institutions via the wide area network 40. The product information includes past performance data.

  The customer support system 2 in FIG. 1B is a system that supports a customer who purchases a product via the Internet constituting the wide area network 40. The customer support system 2 includes a terminal computer 10b, a host computer 20b, and a database 30. The terminal computer 10b and the host computer 20b cooperate with each other via the Internet, thereby functioning as a data processing device for supporting customers.

  The terminal computer 10b is a personal computer owned by a customer, and includes a display 11, a keyboard 12, and a mouse 13.

  The host computer 20b is installed, for example, at a headquarter center of a bank and plays a role of operating a bank website. The Web site includes a page for online sales of investment trust products, and the host computer 20b also manages the database 30.

  The customer support system 1 in FIG. 1A and the customer support system 2 in FIG. 1B have basically the same operation to support customers, although there is a difference in hardware configuration. Therefore, in the following, the operation will be described in more detail using the customer support system 1 of FIG. 1A as a representative example.

  The customer support system 1 displays a first guidance screen G1 shown in FIG. The first guidance screen G1 is a screen for asking the customer about the product. The first guidance screen G1 has an input field 61 for items necessary for product selection such as investment amount, expected return rate, operation period, and profit receiving method. Here, the expected return rate is the ratio of profit desired by the customer to the investment amount. Note that the amount of desired profit may be input instead of inputting the ratio as illustrated. The profit receiving method is a period when it is desired to receive payment of profit such as three months, six months, one year, and maturity. Some products have a plurality of choices, while others have a single receiving method. By inputting this item, inevitably selectable products are narrowed down. In the example, it is a character input, but it may be an input form in which options of receiving methods are listed and selected by a radio button, for example. In that case, an option “any one” is provided.

  In the customer support system 1, in addition to the input field 61, an input field 62 for the item of guarantee rate is provided on the first guidance screen G1. “Guaranteed rate” is the ratio of the lower limit of the so-called principal break down amount allowed by the customer to the investment amount. For example, if 80% is input as the guarantee rate value, a loss of 20% is permitted. The guarantee rate is an index representing the loss assumed by the customer. Also for this item, an allowable loss amount may be input instead of the ratio. In any case, by inputting a numerical value in the input field 62, the customer can specifically recognize the risk.

  When the customer clicks the button 63 as an input end operation on the first guidance screen G1, the customer support system 1 searches the database 30 and extracts products according to the customer's wishes. Then, the extraction result is displayed on the second guidance screen G2 shown in FIG.

  The second guidance screen G2 is a screen for requesting the customer to select a product by showing the product name and return rate of the extracted product or products. In the example of FIG. 3, the product name, return rate, and expectation level of the extracted product are displayed in three display fields 71, 72, and 73 according to their types. The type is a classification of RR5 to RR1 in which the degree of high risk / high return is divided into five stages. The degree of high risk / high return is larger in the order of RR5, RR4, RR3, RR2, RR1. That is, the return rate of the product belonging to RR5 is large compared to other products, and the return rate of the product belonging to RR1 is small compared to other products. In general, the return rate and the risk rate are considered to be approximately equal, and the risk rate increases as the return rate increases.

  The display column 71 displays the products of RR5 or RR4, the display column 72 displays the products of RR3, and the display column 73 displays the products of RR2 or RR1. The display order in each column is, for example, the descending order of the return rate values.

  The “return rate” that is a display item on the second guidance screen G2 corresponds to the maximum profit that can be acquired with the corresponding product, that is, the maximum value of profits obtained in the past. The “expectation” is an achievement probability calculated using a predetermined calculation method based on the past operation results with respect to the return rate, and is an index indicating a more realistic return.

  When the second guidance screen G2 is displayed, the customer support system 1 calculates the expected return amount based on the return rate and the degree of expectation, and the calculated value of the expected return amount corresponds to the expected return rate value input by the customer. Products that are greater than or equal to the return amount (referred to as the desired return amount) and those that are not are distinguished by color-coded display. That the expected return amount is greater than or equal to the desired return amount means that there is a possibility of achieving the return desired by the customer. In FIG. 3, each of the two products (Fund A and Fund B) displayed in the display column 71 has a possibility of achieving the return desired by the customer, and the three products (Fund C) displayed in the display column 72 , Fund D, Fund E) and the two products (foreign currency F, foreign currency G) displayed in the display column 73 alone do not satisfy the customer's wishes.

For example, the following formula is used to calculate the expected return amount.
Expected return amount = (investment amount) x (return rate) x (expected degree)
Here, for example, it is assumed that the value of the investment amount input by the customer is 1 million yen and the value of the expected return rate is 15%. In this case, the value of the desired return amount is 150,000 yen (= 1 million yen × 0.15). In the example, the return rate value of the fund A is 30%, and the expectation value is 75%. Therefore, the expected return value of fund A is 225,000 yen (= 1 million yen x 0.30 x 0.75). This is larger than the desired return amount (225,000 yen> 150,000 yen). The return rate value of Fund B is 25%, and the expectation value is 80%. Therefore, the expected return value of Fund B is 200,000 yen (= 1 million yen x 0.25 x 0.80). This is also larger than the desired return amount. On the other hand, since the return rate values of other products are smaller than the expected return rate values, the expected return amount values of these products are smaller than the desired return amount values.

  In the second guidance screen G2, not only products whose expected return amount is larger than the desired return amount but also products whose expected return amount is smaller than the desired return amount are listed. This is because it is necessary to make diversified investments. In other words, there is no product that satisfies both the return desired by the customer and the acceptable risk, and it is necessary to combine a plurality of products. The target product of the combination is displayed on the second guidance screen G2.

  The customer can exclude one or more products from the combination according to his / her judgment on the second guidance screen G2. In other words, only commodities that can be purchased can be combined. However, it is necessary to leave a plurality of products including at least one product whose expected return amount is larger than the desired return amount as a target. If this is not possible, the customer clicks the button 75 to display the first guidance screen G1 and changes the input value.

  Note that examples of the operation input method for selecting a product on the second guidance screen G2 include a method of switching between selection and non-selection each time a product name is clicked, and a method of arranging a check button.

  When the customer clicks the button 74 provided on the second guidance screen G2, the customer support system 1 is a combination of the products displayed on the second guidance screen G2, and the customer's desired return and acceptable risk. Select a combination of products that suits both. And the result of selection is displayed on the 3rd guidance screen G3 shown in FIG. The third guidance screen G3 is a screen showing the product name and fund allocation of the selected combination, and has display columns 81, 82, and 83. The third guidance screen G3 is provided with “investment amount” as a display item.

  Also on the third guidance screen G3, all the products displayed on the second guidance screen G2 are displayed, and the products corresponding to the selected combination and other products are distinguished by color-coded display. In the example of FIG. 4, the funds B and C are products corresponding to the combination, and the value of the investment amount allocated to these is displayed.

Prior to the display of the third guidance screen G3, the customer support system 1 calculates an expected risk amount based on the degree of expectation. For example, the following equation is used for the calculation.
Expected risk amount = (investment amount) x (1-degree of expectation)
In the example of FIG. 4, funds are equally distributed to two products (Fund B and Fund C), and the value of the investment amount of each product is 500,000 yen (the investment amount input by the customer as described above) The value is assumed to be 1 million yen). In this case, the expected return value of Fund B is 100,000 yen (= 500,000 yen × 0.25 × 0.80), and the expected risk amount is 100,000 yen [= 500,000 yen × (1− 0.80)]. The value of the expected return amount of Fund C is 63,000 yen (= 500,000 x 0.14 x 0.90), and the value of the expected risk is 50,000 yen [= 500,000 yen x (1 −0.90)]. Therefore, the expected return value for the combination of Fund B and Fund C is 160,000 yen (= 100,000 yen +60,000 yen), which exceeds the desired return value (150,000 yen). Moreover, the value of the expected risk amount is 150,000 yen (= 100,000 yen +50,000 yen), which is the same amount as the value of the allowable risk amount (150,000 yen). The permissible risk amount is expressed by the following formula.
Allowable risk amount = (investment amount) x (1-guarantee rate)
On the other hand, in the case of equally distributing the two products, the combination of the other products does not satisfy one or both of the return desired by the customer and the allowable risk. For example, in the combination of Fund A and Fund C, the expected return value is 175,000 yen, which exceeds the desired return value (150,000 yen). However, the value of the expected risk amount is 175,000 yen, which exceeds the allowable risk amount value (150,000 yen).

  If the customer is satisfied with the combination of goods and the allocation of funds presented on the third guidance screen G3, the customer can proceed with the purchase procedure of the goods by performing a predetermined operation. In addition, fund allocation can be changed. When the customer inputs a desired amount and clicks the button 84, the customer support system 1 recalculates the expected return amount and the expected risk amount, determines the suitability of the product combination, and displays the result.

  According to the above embodiment, a customer can select a product and set a target in a customer-driven manner with peace of mind. Expansion of bank services to customers is planned. On the other hand, entrusting customers with product selection reduces the burden of responsibility on the bank and reduces the number of advisors specializing in asset management.

  In the above embodiment, the overall configuration of the customer support systems 1 and 2, items to be input by the customer, items to be displayed on the screen, the number of products to be displayed in a list, the layout of the screen, the form of input operation, the calculation of the expected return amount The formula, the calculation formula for the expected risk amount, the calculation formula for the allowable risk amount, and the like can be appropriately changed in accordance with the gist of the present invention. For example, an investment amount (distributed investment amount) may be provided as an input item on the second guidance screen G2. In this case, the customer inputs a desired distribution amount for the high-return product displayed as having the possibility of fulfilling his / her wish.

  The data processing apparatus in the customer support systems 1 and 2 is not limited to the combination of the terminal computers 10 and 10b and the host computers 20 and 20b, and may be a single computer.

  The present invention contributes to the provision of an information processing system suitable for selling investment trust products.

It is a figure which shows the structural example of a customer support system. It is a figure which shows an example of a 1st guidance screen. It is a figure which shows an example of a 2nd guidance screen. It is a figure which shows an example of a 3rd guidance screen.

Claims (5)

A customer support system for selling investment trust products,
A database of investment trust product information,
A data processing apparatus including a display and an operation input device;
The data processing device includes:
Along with the amount of funds to be entrusted and the desired profit, the first guidance screen is displayed asking the customer to enter the allowable loss,
In response to an operation input corresponding to the first guidance screen, the database is searched and a product that matches the input desired profit is extracted,
Display a second guidance screen showing the product name and profit margin of the extracted product or products,
In response to an operation input corresponding to the second guidance screen, a combination of products including the products displayed on the second guidance screen and matching the input desired profit and allowable loss is selected.
A customer support system characterized by displaying a third guidance screen showing the product name and fund allocation of the selected combination. The profit rate shown on the second guidance screen corresponds to the maximum profit that can be acquired with the product,
In the second guidance screen, together with the profit rate, an achievement probability calculated based on the past results is shown for the profit rate,
The customer support system according to claim 1, wherein it is determined whether or not the desired profit and the allowable loss are met based on a profit rate including the achievement probability. The customer support system according to claim 1, wherein the data processing apparatus includes a host that manages the database and a terminal to which the display and the operation input device are connected. The customer support system according to claim 3, wherein the host periodically collects product information from an external device and updates the database. The customer support system according to claim 3, wherein the host and the terminal perform data communication via the Internet.