JP6971449B1 - Sales support device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a sales support device for detecting demand for products and services according to a life event of each customer. SOLUTION: In a sales support system in which a financial institution system, a management server, a processing DB, a customer profile DB, and a support terminal are connected via a network, a management server 20 as a sales support device is a customer's. The data acquisition unit 201 that acquires the data held by the financial institution including the transaction data related to the transaction record, the life event detection unit 203 that detects the occurrence of the customer's life event based on the customer's transaction data, and the customer's life event detection unit 203. It has a recommendation product output unit 204 that outputs a product or service according to a life event. [Selection diagram] FIG. 1C

Description

The present invention relates to a sales support device.

In recent years, EBM (event-based marketing), which proposes financial products required by customers at the right time, has begun to attract attention among financial institutions. EBM detects changes in customer (target) attribute information and transaction behavior from the customer database, predicts that this is an opportunity (event) for the occurrence of financial needs, and proposes financial products that the customer wants. It is a marketing method.

As a technique related to this, for example, Patent Document 1 describes an acquisition means for acquiring customer transaction data in a financial institution, a customer's first transaction data at the time of purchasing a financial product in the past, and a customer's second transaction data at the present time. It has a relation determination means for determining the relationship with the transaction data, an extraction means for extracting customers determined to be related to the first transaction data and the second transaction data, and an output means for outputting the extracted customers. The sales support device is described. According to the present invention, focus on customer transaction data in a financial institution, and accurately extract customers who can expect needs for a predetermined financial product based on the relationship between past and present transaction data, so that efficiency in the financial institution is achieved. Can support traditional sales activities.

Japanese Patent No. 6556969

Here, when the individual customer is regarded as a person, the individual customer spends his or her life richer, such as durable consumer goods such as automobiles, houses, furniture, and home appliances, foods, and daily necessities. Daily consumer goods, eating out, culture and entertainment, non-durable goods such as jewelery, luxury taste consumer goods such as travel and jewelery, related payment methods, financial products such as loans, finance related to fund management and asset formation Accept (purchase) various products and services that go beyond the boundaries of financial products, such as products.

However, in marketing such products and services, the timing at which each customer accepts such products / services is different for each customer depending on the life profile and life stage of each customer, so such timing is captured. Difficult to do.

The present invention has been proposed in view of the above points, and an object of the present invention is to detect the demand for goods and services according to the life stage of each customer in one aspect.

In order to solve the above problems, the sales support device according to the present invention comprises an acquisition means for acquiring transaction data related to a customer's transaction record, acquisition means for acquiring data held by a financial institution including customer attribute information of the customer, and the customer's transaction. A creation means for creating a profile of the customer based on data and customer attribute information, a sign detection means for detecting a sign of occurrence of a life event of the customer based on the profile of the customer, and a life of the customer. It has an output means for outputting a first product or service corresponding to the life event of the customer when a sign of the occurrence of an event is detected, and the customer attribute information of the customer is legally covered with the customer. The creation means includes information about a family customer having an heir relationship, the creation means creates a profile of the family customer based on the transaction data of the family customer and customer attribute information, and the sign detection means is the customer. And, based on the profile of the family customer, when the family customer has a predetermined amount or more of financial assets, the family customer detects a sign of the occurrence of an inheritance event of the customer who becomes a legal decedent, and outputs the above. The means outputs a second product or service that is more expensive than the first product or service in response to the customer's inheritance event.

According to the embodiment of the present invention, it is possible to detect the demand for goods / services according to the life stage of each customer in one aspect.

It is a figure which shows the network configuration example of the sales support system which concerns on this embodiment. It is a figure which shows the hardware configuration example of the management server which concerns on this embodiment. It is a figure which shows the software configuration example of the management server which concerns on this embodiment. An example of product / service information of a financial institution according to this embodiment is shown. An example of customer attribute information according to this embodiment is shown. An example of the savings account information and the savings transaction details according to the present embodiment is shown. An example of credit card information and credit card usage details according to this embodiment is shown. An example of contract information such as products according to this embodiment is shown. An example of negotiation history information according to this embodiment is shown. It is a figure explaining the flow of the process of the sales support system which concerns on this embodiment. An example of the customer profile according to this embodiment is shown. An example of detecting a life event based on the customer profile according to this embodiment is shown. An example of correspondence between a life event and a recommended product according to this embodiment is shown. It is a flowchart which shows the customer profile creation / update process which concerns on this embodiment. FIG. 1 is a flowchart showing a customer life event detection process and a recommended product output process according to the present embodiment. FIG. 2 is a flowchart 2 showing a customer life event detection process and a recommended product output process according to the present embodiment. A list of correspondence between the customer profile related to this application example and the vehicle type by vehicle price range is shown. It is a flowchart which shows the customer profile sign update process which concerns on this embodiment. An example of the customer profile according to this embodiment is shown. It is a flowchart which shows the sign detection processing of the customer life event and the output processing of the recommended product which concerns on this embodiment.

Embodiments of the present invention will be described in detail with reference to the drawings.
[Embodiment 1]
<Overview>
We, as individuals, carry out various life activities while conducting transactions with financial institutions on a daily basis. The activity is recorded over a long period of time as changes in the attribute data and transaction data of the individual customer at the financial institution over time, and the applicant reflects the life stage and lifestyle of the individual customer in the record at the financial institution. I paid attention to the fact that it was possible.

In the present invention, a customer profile is created for each customer based on the records of individual customer attribute data and transaction data in a financial institution, and there is a high possibility that a new life event of the individual customer will occur. In addition, the customer's individual life event is detected.

In addition, since the occurrence of a new life event is also a turning point / starting point for changing one's life to a new life stage, the demand for products / services corresponding to the life event, that is, the products / services newly required by the person. Is an opportunity to occur. For example, if one person graduates from school and gets a job, there will be demand for opening a deposit account and issuing a credit card, and for marriage, there will be demand for honeymoons and moving to rent. In addition, when a child is born, there is a demand for housing, insurance (life insurance and student insurance), as the child grows up, a car is purchased, and in the summer, there is a demand for family travel every year. If inheritance or retirement is reached, there may be demand for investment trusts for fund management.

In this way, by detecting life events based on the customer profile of each customer over a long period of time, it is possible to predict the products and services that are expected to be in demand according to the newly starting life stage of each customer along with the timing. Is possible. Hereinafter, it will be described in detail.

<System configuration>
(Network configuration)
FIG. 1A is a diagram showing an example of a network configuration of a sales support system according to the present embodiment. The sales support system 100 of FIG. 1A includes a financial institution system 10, a management server 20, a processing DB 30, a customer profile DB 40, and a support terminal 50, and is connected via a network 70.

The financial institution system 10 includes various systems and DBs (databases) owned by financial institutions such as banks. The financial institution system 10 includes, for example, a core system that manages various deposits such as ordinary deposits and fixed deposits and account information, a sales management system that manages sales information of financial products, and financial products that meet the asset management needs of each customer. It includes a front compliance system for making proposals, a history system (CRM) for managing negotiation history, and various DBs associated with each system.

The management server 20 is a sales support device (information processing device) that creates a customer profile for each customer of the financial institution based on the data owned by the financial institution (processing data of the processing DB 30). The customer profile is a collection of information related to the customer's own life profile, such as the customer's age, family structure, rented / owned house, occupation, and place of employment. The customer profile created for each customer is stored in the customer profile DB 40. The customer profile can also be referred to as, for example, a customer profile, an extended version of customer attribute information in which data items are further increased for customer attribute information in a financial institution, an extended version of customer personal information, and the like.

Further, the management server 20 watches data related to transactions (referred to as transaction record data) among the data held by the financial institution. The management server 20 indicates that a specific transaction has occurred in the transaction data, and the occurrence of the transaction data indicates / or is likely to indicate the occurrence of the customer's own life event in light of the customer profile. Detect the relevant life event of an individual. Then, the management server 20 outputs products / services (hereinafter referred to as recommended products) corresponding to the life event to the customer.

The processing DB 30 sequentially acquires the data held by the financial institution (called raw data because it is not processed) from various DBs in operation by the financial institution system 10, and the management server 20 acquires the data in a format that is easy to calculate. It is a DB that stores processed data obtained by processing raw data. Machine learning methods often cannot handle raw input data such as text and time-series data as they are, so such unstructured data is converted into vectors by performing conversion processing. The contents and meanings of the raw data and the processed data are the same, although the formats are different.

The support terminal 50 is, for example, a PC (personal computer), a smartphone, a tablet terminal, or the like, and is a user terminal used by a predetermined person in charge. A predetermined application program, a web browser, or the like is installed in advance on the support terminal 50 from the management server 20. The person in charge accesses the management server 20 by using the support terminal 50, and acquires and displays the information of the customer's individual life event and the recommended product according to the life event. In addition, by inputting conditions as a specific recommended product, it is possible to display a list of customers in the life stage corresponding to the recommended product.

Since the recommended products according to this embodiment are products / services for which demand is expected for life events, they are not necessarily limited to financial products handled by financial institutions.
It is a group of products and services that are highly related to various life events and life stages that customers receive. For example, when a customer gets a job, there is a demand for issuing a credit card, and a marriage causes a demand for a honeymoon, moving to a rent, and the like. In addition, if a child is born, there will be a mortgage loan associated with the purchase of a house, insurance (life insurance and student insurance), purchase of a car as the child grows up, and demand for family travel every year in the summer. If inheritance or retirement is reached, there may be demand for investment trusts for fund management.

(Hardware configuration)
FIG. 1B is a diagram showing a hardware configuration example of the management server according to the present embodiment. As shown in FIG. 1B, the management server 20 includes a CPU (Central Processing Unit) 21, a ROM (Read Only Memory) 22, a RAM (Random Access Memory) 23, an HDD (Hard Disk Drive) 24, and a communication device 25. Have.

The CPU 21 executes various programs and performs arithmetic processing. The ROM 22 stores programs and the like required at startup. The RAM 23 is a work area for temporarily storing the processing of the CPU 21 and storing data. The HDD 24 stores various data and programs. The communication device 25 communicates with another device via the network 70.

(Software configuration)
FIG. 1C is a diagram showing a software configuration example of the management server according to the present embodiment. The management server 20 has a data acquisition unit 201, a customer profile creation unit 202, a life event detection unit 203, and a recommendation product output unit 204 as main functional units.

The data acquisition unit 201 has a function of acquiring data held by a financial institution. The customer profile creation unit 202 has a function of creating a customer profile based on the customer's data held by the financial institution. The life event detection unit 203 has a function of detecting the occurrence of a life event of the customer based on the profile of the customer. When the occurrence of a life event is detected by a customer, the recommendation product output unit 204 has a function of outputting a product or service corresponding to the life event detected to the customer. The recommendation product output unit 204 may output a life event whose occurrence is detected together or separately.

Each functional unit is realized by a computer program executed on hardware resources such as the CPU, ROM, and RAM of the computer constituting the management server 20. These functional parts may be read as "means", "module", "unit", or "circuit". Further, each functional unit of the management server 20 may be realized not only by a single server device but also as a system composed of a plurality of devices on the network 70 by distributing the functions.

(Data held by financial institutions)
Next, an example of data held by a financial institution is shown. However, needless to say, the data items shown below are merely examples, and other data items may be included.

FIG. 2A shows an example of product / service information of a financial institution according to the present embodiment. The products and services handled by financial institutions are broadly classified into, for example, types of products and services such as deposits, settlements, insurance, loans, and trusts and pensions. Of these, deposits include, for example, ordinary deposits, checking deposits, time deposits, and foreign currency deposits. Payment systems include credit cards, debit cards, code payments, and foreign remittances. Insurance systems include life insurance, accident insurance, and student insurance. Loans include mortgages, car loans, education loans, free loans, and card loans. Trusts and pensions include investment trusts, individual defined contribution plans, and NISA (Nippon Individual Savings Account).

FIG. 2B shows an example of customer attribute information according to this embodiment. Customer attribute information is personal attribute information for each customer owned by a financial institution, and is registered based on an application from a customer at the time of opening an account, contracting a product / service, or the like. For example, customer attribute information includes information such as name, gender, date of birth, address, occupation, place of employment, annual income, family structure, family account number (bank account number owned by a family with a legal inheritance relationship), and whether or not the owner has a house. have.

FIG. 2C shows an example of the savings account information and the savings transaction details according to the present embodiment. As shown in Fig. 2A, the types of deposit accounts of financial institutions include ordinary deposits, checking deposits, time deposits, foreign currency deposits, etc. as deposit-related products and services. For each deposit account, the store number and customer There are basic account information such as numbers, account numbers, and holders, and deposit transaction details recorded for each transaction in the deposit account.

Here, referring to the ordinary deposit transaction details, especially in the "Summary" column, for example, transfer 1 (ATM), transfer 2 (main branch, other bank window) transfer 2 (mobile banking), salary (payment source name) , Bonus (payment source name), withdrawal 1 (our bank ATM), withdrawal 2 (other bank ATM), withdrawal 3 (in-house CD), account transfer (withdrawal destination name), utility charges (electricity, gas, water, Telephone, broadcast reception fee), social insurance premium (national pension, national health insurance), tax (income tax, inhabitant tax), fee, interest, transfer (automatic pick-up period), telephone voting (public competition), dividend, distribution, Transaction details such as loan repayment (loan name) are specifically described in text.

In this way, the deposit transaction details (including the deposit transaction details of ordinary deposits, checking deposits, time deposits, and foreign currency deposits) are information that can grasp information on when, what, and how much the customer has traded, in particular. Become.

FIG. 2D shows an example of credit card information and credit card usage details according to the present embodiment. There are credit cards and debit cards as payment products and services. As an example, the basic card information of a credit card and the credit card usage details recorded for each use of the card are shown.

Here, referring to the credit card usage statement, in particular, the member store name using the credit card is specifically described in the "member store name (user)" column. Also, for example, in the "Summary" column, information on purchased products and services, or overseas use, country name, local currency amount / conversion rate / conversion daily exchange rate, discount amount / return amount, annual interest (payment category is split / revolving / revolving / In the case of caching), the usage content is specifically described in text. In this way, the usage details of payment means such as credit cards are information that can grasp information on when, where, what, and how much the customer used (purchased) in particular.

FIG. 2E shows an example of contract information such as products according to the present embodiment. There are insurance and loans as contract products and services, and two examples are life insurance contract information and mortgage contract information. Life insurance contract information includes a store number, a customer number, a product name, a contract date, a contract period, a policyholder, a non-insurer, a beneficiary, and an insurance amount. The mortgage contract information includes a store number, a customer number, a product name, a contract date, a contract period, a contractor, a guarantor, a loan amount, and interest. The contract information such as products is information that can grasp information on when and what (for what purpose) the customer has contracted.

Asset management products and services include investment trusts and pensions. Of these, investment trusts have, for example, investment trust account information, deposit balance information, and distribution redemption details information (not shown).

FIG. 2F shows an example of negotiation history information according to the present embodiment. In the financial institution system 10 (history system for managing negotiation history), negotiation history and questionnaire history performed by a sales person or a financial institution window person are recorded for each customer. In other words, the history of all past negotiations between the customer and the financial institution is managed. The negotiation history information is information that can grasp information such as customer needs, interests, thoughts, family structure, current life stage, and future life plan.

Here, the above-mentioned customer attribute information (FIG. 2B) is relatively static and hard to change. On the other hand, with the transaction details of the deposit account (Fig. 2C), the usage details of the payment method (Fig. 2D), the contract information such as products (Fig. 2E), and the negotiation history information (Fig. 2F), the customer makes daily transactions with the financial institution. This information is relatively dynamic and easily changed / updated because it is generated along with the above, and can be called daily "transaction data" (also called transaction data). Generally, transaction data is one of the types of data handled by corporate information systems, etc., and refers to data that records details of events that occur during business operations.

Therefore, the transaction data of a financial institution, such as the transaction details of a deposit account and the usage details of a credit card, is the data recording the matters generated by the use of the financial service of the customer. Further, the transaction data is data in which the daily information change (update frequency) is relatively large compared to the information such as the customer attribute information in which the information does not change so frequently from the time of registration. However, the frequency of renewal depends on the frequency of use of financial services of the customer when viewed on a customer-by-customer basis, so the specific frequency of renewal does not matter.

<Flow of system processing>
FIG. 3 is a diagram illustrating a flow of processing of the sales support system according to the present embodiment.
(1) Aggregation of various data and name identification The management server 20 acquires the data (raw data) owned by the financial institution from various DBs in operation by the financial institution system 10, aggregates the data for each customer, and identifies the name. The management server 20 processes the data into a format that can be calculated, and stores the processed data in the processing DB 30.

Further, the management server 20 executes the same process every predetermined update cycle to update the machining data of the machining DB 30. The update cycle can be arbitrarily set, for example, every few seconds to several tens of seconds, every minute, every few minutes to several tens of minutes, every hour, every few hours, every day, every predetermined day, etc. However, the shorter the update interval is, the better, and it is desirable that the update interval is updated in real time together with the update of the raw data on the DB of the financial institution system 10. As a result, although the raw data and the processed data have different formats, the processing DB 30 holds the same data as the DB of the financial institution system 10 at each update interval.

(2) Customer profile creation / update Next, the management server 20 creates / updates a customer profile for each customer of the financial institution using the processing data (data owned by the financial institution) of the processing DB 30.

FIG. 4 shows an example of a customer profile according to this embodiment. As shown in FIG. 4, the customer profile is for each customer, for example, customer ID, name, address, date of birth, age, gender, family structure (living together), first child date of birth, second child date of birth, and so on. It has data items such as first child school, second child school, parents / relatives, rent / own house, car, occupation, place of employment, annual income, etc.

As mentioned above, the customer profile is created based on the data held by the financial institution. Of the customer profiles, for example, basic information such as name, address, date of birth, age, gender, family structure, spouse, rented / owned house, occupation, place of employment, annual income, etc. can be applied by the customer when opening an account. Since it is a recorded item of customer attribute information (Fig. 2B) registered based on it, it is posted and described as it is in principle.

However, customer attribute information is not always up-to-date when creating a customer profile, except for customers who submit application notifications one after another. In other words, among the data items of customer attribute information, the immutable information is only the name, date of birth, and gender, and other information changes depending on the life stage of the customer. Therefore, customer attribute information such as when opening an account. It is not possible to keep the customer profile up-to-date with the customer profile alone. For example, in most cases, the address changes due to relocation, the family structure changes due to marriage or childbirth, and the occupation, place of employment, and annual income change due to job changes. In addition, there are some customer profile items that cannot be grasped only from the customer attribute information if they are not the items described in the application from the customer in the first place. For example, the date of birth of a child, school, parents / relatives, car, etc. cannot be directly grasped from the customer attribute information alone. Therefore, in the customer profile according to the present embodiment, such data items include all the data held by the financial institution, that is, the customer attribute information (FIG. 2B), the transaction details of the deposit account (FIG. 2C), and the settlement means. Information inferred by machine inference (hereinafter simply referred to as inference) of customer profile item information using usage details (FIG. 2D), product contract information (FIG. 2E), and negotiation history information (FIG. 2F). To update and replenish. Hereinafter, a specific method for inferring customer profile items will be described.

・ Customer attribute information (Fig. 2B)
As mentioned above, basic information such as name, address, date of birth, age, gender, family structure, rented / owned house, occupation, place of employment, annual income, etc. in the data items of the customer profile is posted as it is from the customer attribute information in principle.・ Described. If there is a change request from a customer, it will be updated based on the items described in the customer attribute information for which the change request was made.

・ Transaction details of deposit account (Fig. 2C) ・ Usage details of payment method (Fig. 2D)
For example, if it is recorded in the transaction details of the savings account that the customer is automatically deducting utility charges (electricity, gas, water charges, etc.), is it rented based on the contract type or charge amount? It is possible to infer whether or not the house is owned, whether or not it is an apartment or a single house, and thus the family structure (whether or not it is at least a single person based on the amount of charges). In addition, if it is recorded that the mortgage is automatically deducted and the rent payment is automatically deducted, it can be inferred whether the house is rented or owned. Further, for example, when it is recorded that the account is a payment account for a cram school or a payment account for school lunch, it can be inferred that there are children such as elementary school students and junior high school students.

Also, for example, when the payment of salary transfer is recorded, the annual income, occupation, and place of employment can be inferred. It can be inferred that he is an office worker, especially if the deposit of the summer / winter bonus is recorded. Also, if the lump-sum birth allowance is recorded, the childbirth can be inferred. It can also be inferred that you have retired if your severance pay or pension deposit is recorded.

In the case of a savings account, for example, such inference and the record description that is the basis are the "transaction date", "transaction amount", "summary code" included in the savings account statement, and the "description" indicating the transaction details ( Obtained from text information) etc.

In addition, if it is recorded in the credit card usage statement that various payments are made in the same way as the savings account (deposit transaction information), it is inferred from those records. It can also be inferred that there are elderly people living together if payments for medical and long-term care are recorded.

If the purchased products or services purchased with a credit card are recorded, the family structure (based on the store / purchased product), annual income (based on the store / amount used), and hobbies (based on the store / purchased product) are recorded. ), Information of various data items can be inferred in the customer profile such as the area of action (store used).

In addition, such inference and the record description that is the basis are, for example, "use date", "usage amount", "member store name", "member store number", and "member store industry" included in the credit card usage statement. , "Summary" (text information), etc.

・ Product contract information (Fig. 2E)
In the contract information such as products, the contract purpose of the product itself often directly indicates the customer profile. If the customer has at least a family left behind, for example if they have a life insurance policy, if they have a mortgage, they own a home (not for rent), or if they have a car loan. It can be inferred that you have a car, you have children if you have a student insurance or mortgage, and you have surplus / surplus funds if you have an investment trust.

・ Negotiation history information (Fig. 2F)
As described above, the negotiation history information records the negotiation history (hearing history) and the questionnaire history performed by the sales staff or the financial institution counter staff for each customer. It is possible to infer the information of the data item in the customer profile based on the highly accurate negotiation history information obtained directly from the customer himself / herself. For example, it is information that can grasp information such as dialogue about the family structure of the customer, hope for future home purchase (that is, currently rented), consultation on asset management (that is, currently not managed).

・ Period progress information (current date)
The information of the data item is automatically updated after a certain period of time has passed, that is, as the month and day have passed from the reference date. In the customer profile, data items such as age (base date is the date of birth), first child school (base date is the date of birth of the first child), and second child school (base date is the date of birth of the second child) are included. It is a target.

As described above, when creating a customer profile, among the data held by financial institutions in the customer profile, the data items that cannot be uniquely specified from the customer attribute information are the transaction details of the deposit account and the usage details of the settlement method. It can be updated and supplemented by inferring the information of the data item based on the contract information such as products, the negotiation history information, and the period elapsed information. In addition, the customer profile created in this way makes it possible to capture the life profile or life stage of each individual customer one by one.

When inferring a data item of a customer profile, the information that is the source of the inference is not always limited to a single piece. For example, in the ordinary deposit transaction statement, it is recorded that it is a payment account for a study school or a payment account for school lunch, and at the same time, the purchase statement of the study desk is recorded in the past in the credit card usage statement, and at the same time, the product etc. It can be inferred with high accuracy from multiple information that the customer has a child when the customer has a school insurance in the contract.

Hereinafter, cases in which the accuracy of the inferred data item differs depending on the information that is the source of the inference are shown in descending order of accuracy.
・ Definite reasoning age: Birth date and period elapsed information of customer attribute information (current date)
Marriage: Family composition of customer attribute information and family name identification Childbirth: Student insurance policyholder information Home purchase: Housing loan application Home sale: Housing loan premature cancellation ・ Composite reasoning High school admission: Child age + High school admission fee transfer Retirement: Principal age + Retirement transfer transfer + Salary transfer extinction Job change: Principal age + Retirement transfer transfer + Salary transfer extinction + New occurrence : Pay transfer disappears High school admission: High school admission fee transfer (if the child's age is unknown)
Needless to say, the data items in the customer profile according to this embodiment are merely examples, and can be created based on the data held by the financial institution (as long as it can be determined and inferred based on the data held by the financial institution). ), There may be data items related to various customer profiles. On the other hand, from the viewpoint of personal information protection, there may be data items that can be created based on the data held by the financial institution or not created in the customer profile.

(3) Detection of customer life event and output of recommended product FIG. 5 shows an example of detection of a life event based on the customer profile according to the present embodiment. FIG. 6 shows an example of correspondence between a life event and a recommended product according to the present embodiment.

A life event is a predetermined event that is a turning point in a customer's life and is also a starting point for changing a life to a new life stage. Therefore, when a life event occurs, the life event (or life stage) is used. This is an opportunity to generate demand for products and services that meet the needs. As shown in FIG. 5, the customer life events related to this embodiment include, for example, employment, marriage, job change, childbirth, housing purchase, elementary school entrance, junior high school entrance, housing replacement, high school entrance, university entrance, retirement, etc. be.

For example, as a customer life event, employment is the beginning of a new working life and demand for issuing credit cards is generated, and marriage causes demand for honeymoons, moving to rent, and the like. In addition, if a child is born, there will be a mortgage loan associated with the purchase of a house, insurance (life insurance and student insurance), purchase of a car as the child grows up, and demand for family travel every year in the summer. If inheritance or retirement is reached, there may be demand for investment trusts for fund management.

Therefore, when the management server 20 detects a predetermined life event for the customer based on the customer profile for each customer, the management server 20 outputs the product / service (recommended product) corresponding to the life event to the customer. Can be done.

More specifically, for example, in a customer profile, a customer such as a student whose "occupation", "employee", and "annual income" were blank (none) before employment, for example, a salary transfer occurs for the first time in a transaction statement of a deposit account. If recorded, it is inferred and updated in the customer profile that at least the "occupation" is an office worker. With this update, employment can be detected as a life event from the customer profile, so for example, credit card issuance is recommended for the customer.

Also, for example, in a single customer whose "family structure" is only the person in the customer profile, for example, when a high-priced usage statement at a hotel is recorded in a credit card usage statement or an application for changing the family structure in customer attribute information. And if the household name can be identified, at least the "family structure" in the customer profile is inferred to be the person and wife and updated. With this update, marriage can be detected as a life event from the customer profile, so we recommend traveling products for newlyweds and moving to rent for the customer.

Also, for example, in a customer profile, for example, in a customer whose "family structure" is the person or wife, for example, when the payment of a lump-sum birth allowance or an infant allowance is recorded in the transaction details of the deposit account, at least "in the customer profile". "Family structure" is inferred to be the person, wife, and first child and updated. With this update, childbirth can be detected as a life event from the customer profile, so life insurance and student insurance are recommended for the customer. At the same time, for example, if the student insurance contract is described in the contract information of the customer's products, it is possible to exclude the contracted student insurance from the recommended products and recommend only the life insurance. ..

Also, for example, in a customer profile, for a customer whose "family structure" is the person, wife, and first child, the "first child" in the customer profile is based on the "first child date of birth" and the period elapsed information. "School" is updated automatically. With this update, for example, elementary school enrollment can be detected as a life event from the customer profile, so travel products and cars are recommended for the customer.

In this way, the management server 20 refers to the customer profile on a customer-by-customer basis, detects this at the timing when it is determined that the customer has reached a predetermined life event, and recommends a recommended product that is highly related to the life event. Output. As a result, it is possible to propose to the customer a recommended product that matches the customer's life stage.

On the other hand, when the person in charge inputs a specific recommended product from the support terminal 50 to the management server 20 first, the customer profile of all the customers at the time of input is referred to, and the predetermined product highly related to the specific recommended product is referred to. It is also possible to output customers who are in the life event detection state of. In this case, based on the recommended product to be sold, it is possible to simultaneously propose the recommended product to the customer at the life stage that matches the recommended product. For example, if a car dealer wants to promote a car, for example, a customer without "car" in all customer profiles can be output as a customer who can expect car demand, and the car can be promoted to the customer. ..

(4) Specific measures for recommended products (customer approach)
The person in charge accesses the management server 20 using the support terminal 50, and outputs products / services according to the life event of each customer according to the above (3). And as a concrete measure of the recommended product, the person in charge has independent various channels such as direct face-to-face sales, call, DM (direct mail), email, banner on net banking, push notification on net banking application, etc. Alternatively, we propose recommended products that match each customer's life stage to the customer while utilizing them in a complex manner.

<Information processing>
Next, the customer profile creation / update process, the customer life event detection process, and the recommended product output process executed by the management server 20 according to the present embodiment will be described.

(Customer profile creation / update process)
FIG. 7 is a flowchart showing a customer profile creation / update process according to the present embodiment. The customer profile creation is to create a new customer profile of a customer whose customer profile is not registered in the customer profile DB 40, and the customer profile update is to create a customer of a customer whose customer profile is registered in the customer profile DB 40. It updates (updates) the profile. Each step (hereinafter referred to as "S") is realized by causing the CPU 21 of the management server 20 to read and execute a program that can realize this flowchart.

S1: The management server 20 acquires one customer (customer ID, etc.) from the customer segments to be created / updated in the customer profile. The customer segment is basically all customers owned by financial institutions, but it can be selected and set as follows. For example, if it is a group of sales branches of the financial institution, it may be all customers owned by the branch, or if it is a group of sales staff, it may be all customers in charge of the sales staff. Further, the target customer may be arbitrarily determined by inputting the customer condition.

S2: The management server 20 acquires processing data (data owned by a financial institution) corresponding to the customer from the processing DB 30. The processed data (data held by a financial institution) acquired as described above is customer attribute information, transaction details of a deposit account, usage details of settlement means, contract information such as products, and negotiation history information. In addition, this information includes not only the latest information as of the present time but also past history.

S3: The management server 20 posts / updates the item that can be uniquely specified based on the customer attribute information acquired in S2 among the data items of the customer profile.

As mentioned above, in the data items of the customer profile, the customer attribute information such as name, address, date of birth, age, gender, family structure, rented / owned house, occupation, place of employment, annual income, etc. is unique to the customer profile. Items that can be specified can be posted as they are. In addition, when there is a change request from a customer, it is posted and updated as it is based on the items described in the customer attribute information for which the change request was made.

S4: The management server 20 replenishes / updates the data items of the customer profile that can be inferred based on the transaction details of the deposit account, the usage details of the settlement means, the contract information such as products, and the negotiation history information acquired in S2. do.

As the inference and the description information that is the source (for convenience, referred to as the inference source description information), for example, in the case of a savings account, the "transaction date", "transaction amount", "description code", and transaction details included in the savings account statement are used. Obtained from the "Summary" (text information) shown. For example, in the case of a credit card, the "transaction date", "usage amount", "member store name", "member store number", "member store industry", and "summary" (text information) included in the credit card usage statement. And so on. From the product contract information, in the case of life insurance, the "contract date", "product name", "insured", "recipient", "insurance amount", etc., and in the case of a mortgage, the "contract date", "Joint guarantor", "loan amount", etc. are acquired. From the negotiation history information, in the case of CRM negotiation history, "negotiation correspondence date", "target product code", "target product name", "negotiation result", "negotiation content", etc. are in the case of questionnaire history. "Response date", "questionnaire code", "target product name", "answer content", etc. are acquired.

Further, as a specific inference method, for example, information in which which data item of the customer profile can be inferred based on the causal relationship and correlation with the data item of the customer profile is associated with each of the inference source description information in advance. Is held in the HDD 24 or the like. Then, when each or a plurality of the inference source description information satisfies a predetermined inference condition, the inference result (inference value) when the inference condition is satisfied can be supplemented / updated. Whether or not the inference conditions are satisfied is the match between each or more inference source description information (including keywords extracted from text information by morphological analysis, etc.) and the condition values and condition keywords provided in advance, or the same. It can be determined based on the degree or the distance between the feature vector indicating the feature amount of each or a plurality of inference source description information and the feature amount provided in advance. The feature amount and distance of the feature vector may be calculated by the conventional method, but the closer the distance between the feature vectors, the higher the degree of association and the easier it is to satisfy the inference condition, and the farther the distance, the lower the degree of association and the inference condition is satisfied. It becomes difficult.

S5: The management server 20 determines whether or not the customer profile has been updated. Whether the customer profile is updated can be determined to be the update of the customer profile when the customer profile of the customer (customer ID or the like) acquired in S1 is already registered in the customer profile DB 40. If the customer profile is updated, the process proceeds to S6. On the other hand, if the customer profile is not updated, the process proceeds to END and the customer profile creation process is terminated.

S6: The management server 20 replenishes / updates the data items of the customer profile that can be specified based on the period elapsed information. Specifically, the management server 20 holds in the HDD 24 or the like information in which data items in the customer profile can be specified (updated) based on the period elapsed information. For example, in the customer profile, in the family structure, data items such as the age of the family and the school of the child (elementary school to university) are to be updated. In this case, the "school (elementary school)" in the customer profile is based on the "date of birth" of the child in the customer profile and the period progress information (how many years have passed from the reference child's date of birth and the current date and time). ~ University) ”can be identified and updated.

(Customer life event detection processing and recommended product output processing)
FIG. 8 is a flowchart 1 showing a customer life event detection process and a recommended product output process according to the present embodiment. The execution timing of this flowchart is one that automatically outputs products / services according to the life event of each customer from the management server 20 side, and the customer who has created / updated the customer profile. Against each time. One is when the person in charge accesses the management server 20 using the support terminal 50 and performs an operation of outputting products / services according to the life event of each customer.

S11: The management server 20 acquires one customer (customer ID or the like) to be detected as a customer life event.

S12: The management server 20 acquires the latest (current) and past customer profiles of the customer acquired in S11 from the customer profile DB. When the execution timing of this flowchart is for each customer for which the customer profile creation / update process has occurred, the old customer profile is used before the latest customer profile for the past customer profile referred to here. do. On the other hand, if the execution timing of this flowchart is when the person in charge accesses the management server 20 using the support terminal 50 and outputs products / services according to the life event of each customer, it is predetermined from the present time. Use the customer profile before the time span of (for example, the old customer profile one month ago) or the customer profile updated after the last access time.

S13: The management server 20 detects (determines) a life event that has occurred in the customer based on the data item of the customer profile acquired in S12. Life events that have occurred to the customer include life events that are likely to have occurred at this point, even if they did not actually occur.

Specifically, the management server 20 provides information such as employment, marriage, job change, childbirth, housing purchase, elementary school entrance, junior high school entrance, housing replacement, high school entrance, university entrance, retirement, etc. as predetermined life events in advance. Hold it in HDD 24 or the like. Further, for each of these life events, information in which the data item of the customer profile highly related to the life event and the life event detection condition are associated with each other is stored in the HDD 24 or the like.

Then, the management server 20 identifies a data item (referred to as a change data item) in which there is a difference / change in the data item information between the latest (current) customer profile and the past customer profile, and the customer for each life event. It is determined whether or not the change data item of the profile satisfies the life event detection condition, and the life event satisfying the life event detection condition is detected.

For example, the life event "employment" includes data items such as "occupation", "employee", and "annual income" as data items of a customer profile highly related to "employment", and "occupation", "employee", or "employee". It is associated with a life event detection condition defined that at least one of "annual income" is changed from blank to non-blank.

For example, for a customer such as a student whose "occupation", "employee", and "annual income" were blank (none) in the previous customer profile, for example, the occurrence of salary transfer is recorded for the first time in the transaction details of the deposit account. In that case, "occupation", "employee", and "annual income" are replenished in the latest customer profile through the customer profile creation / update process.

The management server 20 specifies a change data item between the latest (current) customer profile and the past customer profile, and the life event "employment" changes the profile change data item "occupation" from blank to non-blank. Since the event detection condition is satisfied, the life event "employment" can be detected for the customer. In connection with this, for example, when the change data item "employee" of the customer profile has a different company name, the life event "change of job" can be detected for the customer.

S14: The management server 20 determines whether or not at least one or more life events have been detected. If one or more life events are detected, the process proceeds to S15. On the other hand, if one or more life events are not detected, the process proceeds to END and the life event detection process is terminated. As the life event detection result, the fact that the life event is not detected may be output.

S15: The management server 20 outputs a recommended product corresponding to the life event detected in S13. Specifically, the management server 20 holds information associated with the recommended product in the HDD 24 or the like in advance for each predetermined life event. As a result, the management server 20 can output the recommended product associated with the life event detected in S13. In the above example, if the life event "employment" is associated with credit card issuance (recommended product), credit card issuance is recommended for the customer for whom the life event "employment" is detected. can do.

The correspondence between the life event and the recommended product is not limited to one-to-one, such as only "employment" and "credit card issuance", and may be one-to-many. For example, for a customer who has a life event "employment" and has only a savings account, for example, the recommended products "fixed deposit" and "foreign currency deposit" can be recommended. Further, the management server 20 (recommended product output unit 204) in S15 may output a life event whose occurrence is detected together with or separately from the recommended product.

Further, the management server 20 may separately output the life event detected in S13 as the life event information generated for the customer.

FIG. 9 is a flowchart 2 showing a customer life event detection process and a recommended product output process according to the present embodiment. In this flowchart, the person in charge inputs a specific recommended product from the support terminal 50 to the management server 20 first, so that the customer profile of all the customers at the time of input is referred to and the relationship with the specific recommended product. Outputs customers who are in a high predetermined life event detection state.

S21: The management server 20 acquires a specific recommended product. For example, a person in charge inputs a recommended product for which sales promotion is to be carried out from the support terminal 50 to the management server 20, and a specific recommended product is acquired.

S22: The management server 20 specifies a life event associated with the recommended product acquired in S21. The management server 20 stores information associated with life events in the HDD 24 or the like in advance for each predetermined recommended product. As a result, the management server 20 can specify the life event associated with the specific recommended product. In the above example, if the recommended product “credit card issuance” is associated with the life event “employment”, “employment” can be specified as the life event.

The correspondence between the recommended product and the life event is not limited to one-to-one such as "credit card issuance" and "employment", and may be one-to-many. For example, if the recommended product "credit card issuance" is further associated with the life event "change of job", the customer who has the life event "change of job" and the "annual income" has increased has a higher status of "credit". This is because "card issuance" can be recommended.

S23: The management server 20 acquires the latest (current) and past customer profiles of all customers from the customer profile DB. For the past customer profile, for example, the old customer profile one month ago is used as the customer profile before a predetermined time span from the present time. Assuming that the old customer profile is used immediately before the latest customer profile as in S12, the time span between the latest customer profile and the previous old customer profile is short when the customer profile update cycle is short. Therefore, there is a possibility that the generated life event cannot be detected.

S24: The management server 20 detects (determines) a customer who has a life event specified in S22 based on the data items of each customer profile among all the customers who have acquired the customer profile acquired in S23. ..

Specifically, the management server 20 provides information such as employment, marriage, job change, childbirth, housing purchase, elementary school entrance, junior high school entrance, housing replacement, high school entrance, university entrance, retirement, etc. as predetermined life events in advance. Hold it in HDD 24 or the like. Further, for each of these life events, information in which the data item of the customer profile highly related to the life event and the life event detection condition are associated with each other is stored in the HDD 24 or the like.

The management server 20 identifies a change data item in which there is a difference / change in the data item information between the latest (current) customer profile and the past customer profile, and the customer profile associated with the life event is highly relevant. It is determined whether or not the change data item of the above satisfies the life event detection condition, and the customer having the customer profile satisfying the life event detection condition is detected and determined.

For example, the life event "employment" includes data items such as "occupation", "employee", and "annual income" as data items of a customer profile highly related to "employment", and "occupation", "employee", or "employee". It is associated with a life event detection condition defined that at least one of "annual income" is changed from blank to non-blank.

The management server 20 identifies a change data item between the latest (current) customer profile and a past (for example, one month ago) customer profile, and at the life event "employment", the profile change data items "occupation" and "occupation" Detects customers who meet the life event detection condition in which at least one of "employee" or "annual income" is blank to non-blank. When, for example, one month ago is used as the past customer profile, it is possible to detect the customer whose life event "employment" has occurred within the last one month. Further, for example, when the one 3 months ago is used, it is possible to detect the customer whose life event "employment" has occurred within the last 3 months.

S25: The management server 20 outputs the customers detected / determined in S24, for example, in a list format or the like. As described above, according to this flowchart, it is possible to simultaneously propose the recommended product to the customer at the life stage that matches the recommended product at the same time based on the recommended product to be sold. For example, if you want to promote credit cards, as customers who can expect credit card issuance demand, for example, customers who have the most recent "employment" life event in all customer profiles (customers in the "employment" life stage can also be said to be customers. ) Can be output to promote credit card issuance to the customers concerned.

<Application example 1>
FIG. 10 shows a list of correspondence between the customer profile according to this application example and the vehicle type by price range of the vehicle. In this application example, when a product highly related to the life event is recommended to the customer in accordance with the detection of the life event of the customer, the recommended product of the type corresponding to the customer profile is output. As a result, it is possible to propose to the customer a recommended product that matches the customer's life profile and life stage. This is especially effective when there are multiple types of recommended products with different sales target groups.

Specifically, when recommending a car as a product highly related to a predetermined life event to a customer, a car model by price range according to the customer profile is specified, and the specified car model is recommended.

For example, when a customer whose marriage is detected as a life event recommends a car as a recommended product, and the customer profile is that the family structure is only a couple, no children, and the age is 27 years old, the product name. Recommend A, B, C, D. In addition, if the age is 27 years old or the annual income of the customer profile is average, we will recommend only the product B of 151-2.5 million yen or the product C of 251-3.5 million yen in the middle price range. It is also possible. The product names A, B, C, D, and E are all vehicle models sold targeting the user group for people in their twenties.

Also, for example, in the case of recommending a car as a recommended product to a customer whose child is detected to enter elementary school as a life event, the customer profile is that the family structure is a couple, three children, and the age is 35 years old. If so, we recommend the product names F, G, H, and I. If the age is 35 years old or the annual income of the customer profile is above average, the product G with a price range of 251-3.5 million yen, the product H with a price range of 351-4.5 million yen, or 4.51 million yen or more. It is also possible to narrow down the recommendations to the product I of. The product names F, G, H, and I are all vehicle models sold targeting the user group for large families.

Also, for example, when a car is recommended as a recommended product to a customer whose retirement age is detected as a life event, and the customer profile is that the family structure is only a couple, the child is independent, and the age is 65 years old. Recommend product names J, K, L, M, N. In addition, if the age is 65 years old or the annual income of the customer profile is high class, the recommendation should be narrowed down to the product M whose price range is 351-4.5 million yen or the product N whose price range is 4.51 million yen or more. Is also possible. The product names J, K, L, M, and N are all vehicle models sold targeting senior user groups.

In addition, the recommended product and vehicle type are input first, the customer profile of all customers at the time of input is referred to, and the customer profile is a customer who is in a predetermined life event detection state highly related to the recommended product. It is also possible to output a vehicle model that is highly related to. In this case, based on the vehicle type of the recommended product to be sold, the recommended product can be proposed to the customer all at once to the customers who are in the life stage that matches the recommended product. For example, if a car dealer wants to promote a minivan of a vehicle type, it is close to a customer profile model case where demand for minivans can be expected, that is, the family structure is a couple, three children, and the age is 35 years old (highly relevant). Customers with customer profiles can be output and minivans can be promoted to those customers.

<Application example 2>
As shown in FIG. 2B, the customer attribute information according to the present embodiment has a family structure and a family account number (a bank account number owned by a family having a legal inheritance relationship). Therefore, it is also possible to specify the deposit balance and the financial products held from the account numbers of the family / relatives based on the customer profile of the customer himself / herself and the customer profile of the family (for example, the grandparents and parents of the customer).

If it is determined that such a family member or relative is an asset owner with a deposit balance or financial product of a predetermined amount or more, the customer himself / herself should consider the possibility of financial assistance from the family member or relative. It is presumed that the potential purchasing power for recommended products is higher than that of customers who do not have such family members or relatives. That is, as a recommended product, for example, a relatively expensive recommended product such as a house or a car may be proposed, and in recent years, the tax exemption limit for gift tax from parents to children has expanded, and the management server 20 is used for each customer. When outputting products / services according to life events, it is possible to add information indicating that the potential purchasing power is high, particularly to customers having such a customer profile.

In addition, as shown in FIG. 10, when there are multiple types of products by price range with different sales target groups in the recommended products, it can be inferred only from the superficial "age" and "annual income" in the customer profile. It is possible to infer the purchasing power of no potential customers and make recommendations focusing on high-priced products. As a result, the person in charge can more efficiently propose the recommended product that matches each life stage of the customer to the customer.

[Embodiment 2]
In the above-described first embodiment, the management server 20 detects a life event that has occurred in the customer based on the customer profile for each customer, and therefore, the product / service corresponding to the life event for the customer. (Recommended product) was output. On the other hand, in the second embodiment, when the management server 20 predicts (detects) a sign of a life event occurrence in the customer based on the customer profile for each customer, the management server 20 responds to the life event for the customer. Output products / services (recommended products).

By doing so, it is possible to output and propose a recommended product according to a life event that is likely to occur in the near future to the customer before the life event actually occurs to the customer. It is possible to make proposals to customers as soon as possible, and it is also possible to propose recommended products to customers that are unfamiliar after a life event occurs, that is, it is possible to expand the range of recommended products.

More specifically, for example, in a customer profile, a customer who is 22 years old and is a university student, for example, when a purchase of a suit or a bag is recorded in a credit card usage statement, these transaction data are used as inference source description information for life. It is possible to infer signs that employment will occur soon as an event. In this case, it is possible to propose a recommended product, for example, a employment seminar, which is unfamiliar after employment, to the customer.

Also, for example, in a customer profile, for a single customer whose "family structure" is only the person himself / herself, for example, when a usage statement that can infer a sign of marriage is recorded in the usage statement of a credit card (however, the family is still in the customer attribute information). Marriage confirmation information such as composition change application and family name identification is not confirmed), and these transaction data can be used as the information described in the inference source to infer a sign that marriage will occur soon as a life event. In this case, it is possible to propose a recommended product such as a wedding hall to a customer before marriage.

Also, for example, in a customer profile, for a customer whose "family structure" is the person or wife, for example, when a usage statement that can infer a sign of childbirth is recorded in the usage statement of a credit card (however, the family is still in the customer attribute information). Birth confirmation information such as lump-sum birth allowance and infant allowance deposit is not confirmed in the application for change of composition or transaction details of the deposit account), and these transaction data are used as the inference source description information to infer the sign that a childbirth will occur soon as a life event. can do. In this case, it is possible to propose recommended products such as maternity photos to customers because they are before childbirth.

Further, for example, as described above, a family member / relative has a deposit balance or financial product of a predetermined amount or more based on the customer profile of the customer himself / herself and the customer profile of the family member (for example, the customer's grandparents or parents). When it is determined that there is, and when the family / relatives are older, and when the usage details of the hospital and the usage details related to the end of life are frequently recorded in the credit card usage details, etc. Using these transaction data as the information described in the inference source, it is possible to infer a sign that inheritance will occur soon as a life event. In this case, it is possible to propose to the customer a recommended product such as an investment trust according to the life event "inheritance" even before the life event occurs.

In the case of FIG. 6, the life event "inheritance" is assumed to occur when the customer is in his / her 50s to 60s, that is, after "admission to the first child university" and before "retirement". , Actual inheritance is not limited to these life stages, but can occur at any time. Therefore, for example, it is inferred that a customer is a customer whose sign that a life event "inheritance" will occur soon, and that a sign that a life event "childbirth" will occur soon is inferred or that a life event "childbirth" has occurred. Not limited to recommended products such as investment trusts according to the life event "inheritance", among the recommended products according to the life event "childbirth", for example, particularly expensive recommended products such as home sales are offered to customers. It will be possible to make a proposal. In this case, the mortgage loan as a borrowing fund for the housing fund is excluded because it cannot be said to be an appropriate recommended product for the customer.

<Information processing>
Next, the customer profile sign update process, the customer life event sign detection process, and the recommended product output process executed by the management server 20 according to the present embodiment will be described.

(Customer profile sign update process)
FIG. 11 is a flowchart showing a customer profile sign update process according to the present embodiment.
S31: The management server 20 acquires one customer (customer ID, etc.) from the customer segments to be updated with the customer profile sign. The customer is a customer whose customer profile is already registered in the customer profile DB 40.

S32: The management server 20 acquires processing data (data owned by a financial institution) corresponding to the customer from the processing DB 30. The processed data (data held by a financial institution) acquired as described above is customer attribute information, transaction details of a deposit account, usage details of settlement means, contract information such as products, and negotiation history information. In addition, this information includes not only the latest information as of the present time but also past history.

S33: The management server 20 replenishes the data items of the customer profile that can be predicted and inferred based on the transaction details of the deposit account, the usage details of the settlement means, the contract information such as products, and the negotiation history information acquired in S32. Update.

For example, in the case of a savings account, the "transaction date", "transaction amount", "summary code", and transaction included in the savings account are used as the predictive reasoning and the original information (referred to as the predictive reasoning source information for convenience). Obtained from the "Summary" (text information) that indicates the content. For example, in the case of a credit card, the "transaction date", "usage amount", "member store name", "member store number", "member store industry", and "summary" (text information) included in the credit card usage statement. And so on. From the negotiation history information, in the case of CRM negotiation history, "negotiation correspondence date", "target product code", "target product name", "negotiation result", "negotiation content", etc. are in the case of questionnaire history. "Response date", "questionnaire code", "target product name", "answer content", etc. are acquired.

In addition, as a specific predictive reasoning method, for example, for each of these predictive reasoning source description information, which data item of the customer profile can be predictively inferred based on the causal relationship and correlation with the data item of the customer profile is supported. The attached information is retained in the HDD 24 or the like. Then, when each or more of the information described in the precursor inference source satisfies the predetermined predictive inference condition, the predictive inference result (predictive inference value) in the case of satisfying the predictive inference condition can be supplemented / updated. Whether or not the predictive reasoning condition is satisfied is determined by the matching or degree of agreement between each or more predictive inference source description information and the condition value or condition keyword provided in advance, or the respective or multiple predictive reasoning source description information. The determination can be made based on the distance between the feature vector indicating the feature amount and the feature amount provided in advance.

S34: The management server 20 replenishes / updates the data items of the customer profile that can be predicted based on the period elapsed information. Specifically, the management server 20 holds in the HDD 24 or the like information associating which data item is predictable (predictable and updateable) based on the period elapsed information in the customer profile. For example, in the customer profile, in the family structure, data items such as the family's age and the child's school (elementary school to university) are subject to predictive update. In this case, the "school (elementary school)" in the customer profile is based on the "date of birth" of the child in the customer profile and the period progress information (how many years have passed from the reference child's date of birth and the current date and time). ~ University) ”can be identified and updated as a sign.

FIG. 12 shows an example of a customer profile according to this embodiment. Compared with the customer profile shown in FIG. 4, the customer profile shown in FIG. 12 is updated with the data item as a result of the predictive reasoning by the customer profile predictive update process, and the predictive reasoning result (predictive inference value) showing the sign is obtained. Shown.

For example, in the case of a customer who has a customer ID of 00002, is 22 years old, and is a university student, for example, when a purchase of a suit or a bag is recorded in a credit card usage statement, these transaction data are used as inference source description information for "occupation". It can be seen that the predictive reasoning result of a company employee (predictive) has been supplemented and updated. In addition, the sign flag means that it is inferred that there is a high possibility that a company employee will be replenished or renewed to "occupation" in the customer in the near future, although it has not been reached yet. Therefore, when the occurrence of payroll transfer is actually recorded for the first time in the transaction details of the deposit account, it is inferred that the "occupation" is a company employee in the customer profile and is updated (the sign flag is deleted). NS).

Further, for example, in the case of a single customer whose customer ID 00003, "family composition" is only the person himself / herself, for example, when a usage statement capable of inferring a sign of marriage is recorded in the credit card usage statement, the "family composition" is set. It can be seen that the predictive reasoning results of being in the husband (predictive) and "spouse" (predictive) have been supplemented / updated.

(Customer life event sign detection processing and recommended product output processing)
FIG. 13 is a flowchart showing a sign detection process of a customer life event and an output process of a recommended product according to the present embodiment. The execution timing of this flowchart is, if one is to automatically output products / services according to the life event of each customer from the management server 20 side, to the customer who has generated the customer profile sign update process. On the other hand, every time. One is when the person in charge accesses the management server 20 using the support terminal 50 and performs an operation of outputting products / services according to the life event of each customer.

S41: The management server 20 acquires one customer (customer ID or the like) to be detected as a sign of a customer life event.

S42: The management server 20 acquires the latest (current) and past customer profiles of the customer acquired in S41 from the customer profile DB. As the past customer profile, as described above, the old customer profile immediately before the latest customer profile or the customer profile before a predetermined time span from the present time is used.

S43: The management server 20 detects (determines) a life event that is likely to occur in the customer in the near future based on the data item of the customer profile acquired in S42.

As described above, the management server 20 provides information such as employment, marriage, job change, childbirth, housing purchase, elementary school entrance, junior high school entrance, housing replacement, high school entrance, university entrance, retirement, etc. as predetermined life events in advance. Is held in the HDD 24 or the like. Further, for each of these life events, information in which the data items of the customer profile highly related to the life event and the life event sign detection condition are associated with each other is stored in the HDD 24 or the like.

Then, the management server 20 identifies a change data item in which there is a difference / change in the data item information between the latest (current) customer profile and the past customer profile, and the change data item of the customer profile for each life event. However, it is determined whether or not the life event sign detection condition is satisfied, and the life event that satisfies the life event sign detection condition is detected as a life event that is likely to occur in the customer in the near future.

For example, the life event "employment" includes data items such as "occupation", "employee", and "annual income" as data items of a customer profile highly related to "employment", and "occupation", "employee", or "employee". It is associated with a life event sign detection condition defined that at least one of "annual income" is changed from blank to non-blank.

For example, in a customer such as a student whose "occupation", "employee", and "annual income" were blank in the previous old customer profile, "occupation" is added to the latest customer profile after undergoing the customer profile sign update process. Is replenished with office workers (predictors).

At this time, the management server 20 specifies a change data item between the latest (current) customer profile and the past customer profile, and in the life event "employment", the profile change data item "occupation" is changed from blank to non-blank. Since the life event sign detection condition is satisfied, it is possible to detect the life event "employment" for the customer.

S44: The management server 20 determines whether or not at least one or more life events have been detected as a precursor. If a sign of one or more life events is detected, the process proceeds to S45. On the other hand, if no sign of one or more life events is detected, the process proceeds to END.

S45: The management server 20 outputs a recommended product corresponding to the life event predicted and detected in S43. As described above, the management server 20 holds information associated with the recommended product in the HDD 24 or the like in advance for each predetermined life event. As a result, the management server 20 can output the recommended product associated with the life event predicted and detected in S43.

By inputting a specific recommended product from the support terminal 50 to the management server 20 first, the person in charge refers to the customer profiles of all the customers at the time of input, and the predetermined product is highly relevant to the specific recommended product. It is also possible to output a customer whose life event is in a sign detection state.

<Application example 3>
As described above, the customer attribute information according to the present embodiment has a family structure and a family account number (a bank account number held by a family having a legal inheritance relationship). Therefore, based on the customer profile of the customer (heir) and the customer profile of the family (for example, the decedent such as the customer's grandparents or parents), the deposit balance and financial products held from the family / relative account number. It is also possible to identify.

Then, the management server 20 is an asset owner whose family or relatives of the customer have a deposit balance or financial product of a predetermined amount or more based on the data items of the customer profile of the customer and the family, for example, a family or a family member. If a relative is very old, for example, or if a sign of inheritance is inferred in the transaction details of a deposit account or credit card usage statement of the customer or his / her family or relatives, it may occur soon for the customer. It is possible to detect (determine) a high life event "inheritance". In addition, in the data items of the customer profile of the family, there are various details such as transaction details of deposit accounts and credit card usage details that can be inferred to be inheritance, such as expenses related to the end of life, lawyer / judicial scrivener expenses, etc. It is possible.

Considering the possibility that inheritance from such family and relatives may occur in the near future, it is estimated that such customers have higher purchasing power for recommended products, so they respond to the life event "inheritance". As a recommended product, for example, a relatively expensive recommended product such as a house or a car can be positively proposed. When the management server 20 outputs products / services according to the life event of each customer, there is a high possibility that inheritance may occur in the near future and the potential purchasing power is high, especially for customers having such a customer profile. Information indicating that can be added. In addition, information on the deposit balance that the customer may inherit and the asset value information of the financial product held by the customer may be added.

<Application example 4>
As described above, the management server 20 is an asset owner whose family or relatives having a legal inheritance relationship with the customer have a deposit balance or financial product of a predetermined amount or more based on the data items of the customer profile, for example. It will soon occur to the customer if, for example, the age of the family or relatives is very old, or if a sign of inheritance is inferred in the transaction details of the deposit account or credit card usage statement of the customer or his / her family or relatives. It is possible to detect (determine) a life event "inheritance" with a high possibility.

Here, in the above-mentioned application example 3, it was possible to positively propose to such a customer a relatively expensive recommended product such as a house or a car as a recommended product according to the life event "inheritance". .. However, information that does not specifically specify the recommended product according to the life event "inheritance" and that the customer has a high possibility of inheritance in the near future and that the potential purchasing power is high (as a basis for the potential purchasing power). It may output only the deposit balance that the customer may inherit and the asset value information of the financial product held. No specific recommendations are output according to the life event "inheritance".

In this way, when a life event "inheritance" that is likely to occur in the near future is detected, the information itself of the customer whose potential purchasing power is particularly enhanced by the inheritance that may occur in the near future is superficial. It is difficult to detect only from information such as "annual income", and it is useful information that can be a prospective customer for various products and services (recommended products) in terms of marketing strategy.

<Summary>
As described above, when the management server 20 according to the present embodiment watches and analyzes the data held by the financial institution and detects that the customer data indicates / or is likely to indicate the occurrence of the customer's own life event. , Output products / services according to the life event to the customer. Further, the management server 20 captures the life profile or life stage of each customer one by one in order to detect that the customer data indicates / or is likely to indicate the occurrence of the customer's own life event. Therefore, create a customer profile for each individual customer.

We, as individuals, carry out various life activities while conducting transactions with financial institutions on a daily basis. The activity is recorded as a time-series change in the attribute data and transaction data of the individual customer at the financial institution over a long period of time, and the record at the financial institution can reflect the life stage and lifestyle of the individual customer.

The occurrence of new life events is also a turning point and starting point for changing life to a new life stage. Therefore, at the timing when the life event occurs for the customer (or when the sign is seen), the product / service that the life event occurs, that is, the product / service that is required for the new life stage and is expected to generate the demand, is selected. By making proposals to the customer, it is possible to carry out more effective sales activities and sales promotion.

In addition, although the present invention has been described by showing specific specific examples by the preferred embodiment of the present invention, these specific examples are not deviated from the broad purpose and scope of the present invention defined in the claims. It is clear that various modifications and changes can be made to the example. That is, it should not be construed that the present invention is limited by the details of the specific examples and the accompanying drawings.

The management server 20 can also be referred to as a sales support device, a prospect extraction device, a sales destination list creation device, a customer profile creation device, a customer life event detection device, or the like by paying attention to the functional aspect of the server.

The present invention also supplies a program that realizes one or more functions of the above-described embodiment to a system or device via a network or recording medium, and one or more processors in the computer of the system or device program the program. It can also be realized by the process of reading and operating.

10 Financial institution system 20 Management server 30 Processing DB
40 Customer profile DB
50 Support terminal 70 Network 100 Sales support system 201 Data acquisition department 202 Customer profile creation department 203 Life event detection department 204 Recommended product output department

Claims (3)

An acquisition method for acquiring transaction data held by a financial institution, including transaction data related to a customer's transaction record and customer attribute information of the customer.
A creating means for creating a profile of the customer based on the transaction data of the customer and the customer attribute information, and
A sign detection means for detecting a sign of the occurrence of a life event of the customer based on the customer's profile.
It has an output means for outputting a first product or service according to the customer's life event when a sign of occurrence of the customer's life event is detected.
The customer attribute information of the customer includes information about a family customer who has a legal decedent relationship with the customer.
The creation means creates a profile of the family customer based on the transaction data of the family customer and the customer attribute information.
Based on the profiles of the customer and the family customer, the sign detecting means causes an inheritance event of the customer in which the family customer becomes a legal decedent when the family customer has financial assets of a predetermined amount or more. Detecting signs of
The output means outputs a second product or service that is more expensive than the first product or service in response to the inheritance event of the customer.
A sales support device featuring. The sign detecting means detects a sign of the occurrence of a life event associated with the profile in which the change has occurred, based on the change between the profile of the customer at the present time and the profile of the customer at a predetermined past time. matter,
The sales support device according to claim 1. The transaction data of the customer and the family customer includes at least one of the transaction details of the customer's deposit account, the usage details of the settlement means, the contract information such as products, and the negotiation history information in the financial institution.
The sales support device according to claim 1 or 2.

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