CN112348609A

CN112348609A - Customer demand analysis method, device, equipment and storage medium

Info

Publication number: CN112348609A
Application number: CN201910734767.XA
Authority: CN
Inventors: 范建民
Original assignee: Shanghai Red Star Macalline Yuejia Internet Technology Co ltd
Current assignee: Shanghai Red Star Macalline Yuejia Internet Technology Co ltd
Priority date: 2019-08-09
Filing date: 2019-08-09
Publication date: 2021-02-09

Abstract

The application provides a customer demand analysis method, a device, equipment and a storage medium, which are used for analyzing the customer demand by acquiring record information associated with a customer; counting the recorded information to analyze the demand information corresponding to the customer, and performing association setting on one or more link information meeting the demand characteristics and the customer; pushing one or more of the link information associated with the customer to a shopping guide in communicative relationship with the customer. The method and the system can help shopping guide personnel to provide the most suitable service or product for the customer quickly and accurately, can greatly improve shopping experience and purchasing desire of the customer, and improve the accuracy of judging the demand of the customer.

Description

Customer demand analysis method, device, equipment and storage medium

Technical Field

The present invention relates to the field of data analysis, and in particular, to a method, an apparatus, a device, and a storage medium for analyzing customer needs.

Background

With the popularization of the mobile internet era, the advantages of statistics and analysis of big data are gradually highlighted. The physical stores are combined with more and more online platforms, so that the data generated online and offline are very numerous and jumbled, and although the data is increased, the shopping guide personnel who are online and offline are not helped to a great extent. For example, when a customer asks a question about after-sale of a product to an online shopping guide, the shopping guide needs to search for relevant information about the product bought by the customer, and sometimes needs to ask others or search for a specific after-sale question posed by the customer to answer after finding the relevant information. For another example, after the shopping guide knows the needs of the customer, the customer can only recommend the corresponding product or service to the customer by virtue of his business experience or the feedback of each product in the store, and if a shopping guide is changed or a store is changed, the product or service recommended to the customer will be deviated. Therefore, on one hand, the customer experience is affected, and on the other hand, timely service cannot be provided according to the needs of the customer, or abundant product information or corresponding preferential information cannot be provided, which reduces the purchasing desire or the goodness of the customer.

Therefore, there is a need to find the needs of customers based on data analysis and match the best suitable services or products to improve the shopping experience or the perception of the customers.

Disclosure of Invention

In view of the above-mentioned shortcomings of the prior art, it is an object of the present application to provide a customer demand analysis method, apparatus, device and storage medium to solve the problems in the prior art.

To achieve the above and other related objects, the present application provides a customer demand analysis method, including: acquiring record information associated with a customer; counting the recorded information to analyze the demand information corresponding to the customer, and performing association setting on one or more link information meeting the demand characteristics and the customer; pushing one or more of the link information associated with the customer to a shopping guide in communicative relationship with the customer.

In an embodiment of the present application, the recording information includes: any one or more of chat log information, search log information, browsing log information, collection information, shopping cart information, order information, store-to-store log information, and consultation log information.

In an embodiment of the present application, the performing statistics on the recorded information to analyze the demand information corresponding to the customer and associating one or more link information meeting the demand characteristics with the customer includes: counting the record information to extract one or more key words or key fields; analyzing the demand information corresponding to the customer according to each keyword or according to a logical relationship among a plurality of keywords appearing in each key field; and searching one or more link information which accords with the demand information according to the demand information, and performing association setting on the link information and the customer.

In an embodiment of the present application, the requirement information includes: any one or more of category demand information, origin demand information, brand demand information, style demand information, size demand information, material demand information, price demand information, and service demand information.

In an embodiment of the present application, the link information includes: any one or more of hot sale product link information, latest product link information, discount product link information, shop link information, preferential activity link information and after-sale link information.

In an embodiment of the present application, the method further includes: according to the latest recorded information associated with the customers acquired in real time, adding the demand information corresponding to the customers and correspondingly associating the demand information with one or more link information meeting the added demand characteristics; and/or, presetting a time threshold, deleting the demand information with the storage time exceeding the time threshold in the demand information corresponding to the customer, and correspondingly deleting all the link information associated with the demand information.

In an embodiment of the present application, the method further includes: and perfecting the user database established by the customer through registration according to the demand information corresponding to the customer and one or more link information which is associated with the demand information and accords with the demand information.

To achieve the above and other related objects, the present application provides an electronic device, comprising: an acquisition module for acquiring record information associated with a customer; the processing module is used for counting the recorded information to analyze the demand information corresponding to the customer and carrying out association setting on one or more link information meeting the demand characteristics and the customer; pushing one or more of the link information associated with the customer to a shopping guide in communicative relationship with the customer.

To achieve the above and other related objects, the present application provides a cloud, comprising: a memory, a processor, and a communicator; the memory is to store computer instructions; the processor executes computer instructions to implement the method as described above; the communicator is used for being connected with an external device in a communication mode.

To achieve the above and other related objects, the present application provides a computer readable storage medium storing computer instructions which, when executed, perform the method as described above.

In summary, the customer demand analysis method, apparatus, device and storage medium of the present application obtain the record information associated with the customer; counting the recorded information to analyze the demand information corresponding to the customer, and performing association setting on one or more link information meeting the demand characteristics and the customer; pushing one or more of the link information associated with the customer to a shopping guide in communicative relationship with the customer.

Has the following beneficial effects:

the shopping guide system can help shopping guide personnel to quickly and accurately provide the most needed products for customers, can greatly improve the shopping experience and the purchasing desire of the customers, and improves the accuracy of judging the demands of the customers.

Drawings

Fig. 1 is a flowchart illustrating a customer demand analysis method according to an embodiment of the present application.

Fig. 2 is a block diagram of an electronic device according to an embodiment of the present disclosure.

Fig. 3 is a schematic structural diagram of a cloud in an embodiment of the present application.

Detailed Description

The following description of the embodiments of the present application is provided by way of specific examples, and other advantages and effects of the present application will be readily apparent to those skilled in the art from the disclosure herein. The present application is capable of other and different embodiments and its several details are capable of modifications and/or changes in various respects, all without departing from the spirit of the present application. It should be noted that the embodiments and features of the embodiments in the present application may be combined with each other without conflict.

Embodiments of the present application will be described in detail below with reference to the accompanying drawings so that those skilled in the art to which the present application pertains can easily carry out the present application. The present application may be embodied in many different forms and is not limited to the embodiments described herein.

In order to clearly explain the present application, components that are not related to the description are omitted, and the same reference numerals are given to the same or similar components throughout the specification.

Throughout the specification, when a component is referred to as being "connected" to another component, this includes not only the case of being "directly connected" but also the case of being "indirectly connected" with another element interposed therebetween. In addition, when a component is referred to as "including" a certain constituent element, unless otherwise stated, it means that the component may include other constituent elements, without excluding other constituent elements.

When an element is referred to as being "on" another element, it can be directly on the other element, or intervening elements may also be present. When a component is referred to as being "directly on" another component, there are no intervening components present.

Although the terms first, second, etc. may be used herein to describe various elements in some instances, these elements should not be limited by these terms. These terms are only used to distinguish one element from another. For example, the first interface and the second interface, etc. are described. Also, as used herein, the singular forms "a", "an" and "the" are intended to include the plural forms as well, unless the context indicates otherwise. It will be further understood that the terms "comprises," "comprising," "includes" and/or "including," when used in this specification, specify the presence of stated features, steps, operations, elements, components, items, species, and/or groups, but do not preclude the presence, or addition of one or more other features, steps, operations, elements, components, species, and/or groups thereof. The terms "or" and/or "as used herein are to be construed as inclusive or meaning any one or any combination. Thus, "A, B or C" or "A, B and/or C" means "any of the following: a; b; c; a and B; a and C; b and C; A. b and C ". An exception to this definition will occur only when a combination of elements, functions, steps or operations are inherently mutually exclusive in some way.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the application. As used herein, the singular forms "a", "an" and "the" include plural forms as long as the words do not expressly indicate a contrary meaning. The term "comprises/comprising" when used in this specification is taken to specify the presence of stated features, regions, integers, steps, operations, elements, and/or components, but does not exclude the presence or addition of other features, regions, integers, steps, operations, elements, and/or components.

Terms indicating "lower", "upper", and the like relative to space may be used to more easily describe a relationship of one component with respect to another component illustrated in the drawings. Such terms are intended to include not only the meanings indicated in the drawings, but also other meanings or operations of the device in use. For example, if the device in the figures is turned over, elements described as "below" other elements would then be oriented "above" the other elements. Thus, the exemplary terms "under" and "beneath" all include above and below. The device may be rotated 90 or other angles and the terminology representing relative space is also to be interpreted accordingly.

Although not defined differently, including technical and scientific terms used herein, all terms have the same meaning as commonly understood by one of ordinary skill in the art to which this application belongs. Terms defined in commonly used dictionaries are to be additionally interpreted as having meanings consistent with those of related art documents and the contents of the present prompts, and must not be excessively interpreted as having ideal or very formulaic meanings unless defined.

At present, online shopping is quite popular, and a plurality of entity stores are provided with online shopping malls in a dispute so as to increase sales channels. The existing online and offline big data analysis-based method also has application, but the shopping guide personnel are rarely helped by the big data analysis.

Therefore, the method is preferably applied to a background server or a cloud server, analyzes the demand information of the corresponding customer by aiming at a plurality of online or offline recorded information of the customer, associates the link information of one or more services, products or preferential activities for the customer based on the demand information, and receives corresponding connection information when the shopping guide personnel establishes timely communication with the customer, so that the shopping guide personnel can be helped to flexibly and abundantly recommend the customer optionally, and the shopping experience and the purchasing desire of the customer are improved.

It should be noted that, in the method of the present application, link information associated with characteristics of customer requirements is pushed to a shopping guide person, the shopping guide person can quickly know the customer requirements according to the link information, and then optionally provides relevant link information to the customer according to a communication process with the customer, which is different from the existing behavior that similar products are automatically displayed to the customer according to a customer search record or a shopping cart record.

Fig. 1 is a flow chart illustrating a customer demand analysis method according to an embodiment of the present application. As shown, the method comprises:

step S101: record information associated with the customer is obtained.

Preferably, the recorded information associated with the customer includes both online recorded information and offline recorded information.

In an embodiment of the present application, the record information includes but is not limited to: any one or more of chat log information, search log information, browsing log information, collection information, shopping cart information, order information, store-to-store log information, and consultation log information.

In this embodiment, the method of the present application obtains the record information associated with the customer to analyze the customer's needs.

For example, the chat log information may be shopping APP corresponding to a shopping mall, and a customer makes a conversation with a customer service person (shopping guide person) in a certain shop through a mobile phone client, that is, a common instant message channel (IM), acquires chat content through a background (cloud) on the premise of being authorized or complying with laws and regulations, and extracts keywords or key fields.

Or, the information of searching records, browsing records, collecting, shopping carts, orders and the like of the customers in the mall platform is obtained through the mall platform.

In addition, the order information can also be provided by an offline physical store, and is uploaded to a background (cloud) by a shopping guide person to be obtained.

For another example, monitoring data can be acquired through a camera arranged in a line store, and records of customers arriving at stores, such as which stores are visited, how many times the customers go, how long the customers stay, and the like, can also be acquired through analysis of the monitoring data. And then, the identities are unified through the monitored portrait data of the customer and the user information of the customer or the account information on the APP.

Or, the customer needs can be obtained by recording the content inquired by the customer through the under-line shop shopping guide personnel, and then the customer information is unified in the above way.

Step S102: and counting the recorded information to analyze the demand information corresponding to the customer, and performing association setting on one or more link information meeting the demand characteristics and the customer.

In an embodiment of the present application, the performing statistics on the recorded information to analyze the demand information corresponding to the customer and performing association setting on one or more link information meeting the demand characteristics and the customer includes:

A. the record information is counted to extract one or more keywords or key fields therein.

For example, keywords of the product, or key fields of design requirements, or related contents with over-high or over-low price are extracted from the chat record information; alternatively, content related to the product is extracted directly from the search log information, the browsing log information, the collection information, the shopping cart information, the order information, etc., and one or more keywords or key fields are extracted from the content.

B. And analyzing the demand information corresponding to the customer according to each keyword or according to a logical relationship among a plurality of keywords appearing in each key field.

In this embodiment, the requirement information includes, but is not limited to, the above-mentioned examples, and may further include other information related to requirements, such as freight requirement information, installation requirement information, and the like.

For example, a key field is extracted from the chat log information, and if the key field reflects that the price is considered to be too high by the customer, the logical relationship between the product and the price corresponding to the customer's demand can be analyzed accordingly, that is, the customer needs the product below the price; for example, if the key fields extracted from the chat log information reflect that the customer wants the wardrobe with the northern european style, the logical relationship between the product and the style corresponding to the customer's requirement can be analyzed in turn, that is, the customer needs the wardrobe with the northern european style.

For another example, common points of a plurality of related products are extracted according to information such as searching record information, browsing record information, collecting information, shopping cart information and the like, for example, all the products are sofas, or all the products are solid wood furniture, or all the products are cleaning tools and the like, and corresponding keywords are sequentially obtained, so that the products which are subsequently linked in an associated manner are highly related to the requirements of customers.

C. And searching one or more link information which accords with the demand information according to the demand information, and performing association setting on the link information and the customer.

In this embodiment, the link information includes, but is not limited to, the above-mentioned exemplary contents, and may further include other linkable related information, such as an installation course link, a qualification verification link, and the like.

For example, analyzing the demand information to the customer includes: and the northern Europe and the wardrobe find the product link of the hot sales or the latest northern Europe wardrobe by searching the whole network commodities and perform the associated setting with the customer. When the shopping guide personnel and the customer communicate with each other in real time, one or more link information can be popped up in the chat interface of the shopping guide personnel, so that the shopping guide personnel can send the link information to the customer appropriately according to the situation.

For another example, a coupon link in a store selling a Nordic wardrobe, or a coupon link corresponding to a furniture store on a platform, etc. may be found accordingly. If the board that the customer asked a certain product is a few levels of environmental protection boards, the shopping guide personnel can also send the link which is pushed and corresponds to the qualification verification associated with the product to the customer.

In an embodiment of the present application, the requirement information corresponding to the customer is added according to the latest recorded information associated with the customer obtained in real time, and is associated with one or more link information corresponding to the added requirement characteristics; and/or, presetting a time threshold, deleting the demand information with the storage time exceeding the time threshold in the demand information corresponding to the customer, and correspondingly deleting all the link information associated with the demand information.

Preferably, the record information associated with the customer acquired by the method of the present application is preferably the latest record information which can most reflect the current purchasing demand of the customer, so that the method adds the corresponding demand information and the corresponding link information in time for the latest record information.

Accordingly, the customer demand is not constant or exists all the time, so that the demand information with overlong storage time and the associated link information are deleted, the memory load can be reduced, and the accuracy of judging the customer demand can be correspondingly improved.

Step S103: pushing one or more of the link information associated with the customer to a shopping guide in communicative relationship with the customer.

For example, when a customer sends a message to a shopping guide through the APP, the instant messaging interface of the shopping guide automatically receives the relevant link information corresponding to the customer, such as product connection, store link, and preferential connection, sent from the background or the cloud.

Preferably, the communicating with the customer may include: the address list contains the condition that the customer establishes an instant message channel with the customer and has chat records, or establishes the instant message channel with the customer for the first time.

In an embodiment of the present application, a user database corresponding to the customer is established or the user database established by the customer through registration is perfected according to the demand information corresponding to the customer and one or more associated link information meeting the demand characteristics.

In order to provide services to customers more accurately and better, a shopping mall or an online platform collects user information related to customers (including member visitors), such as names, contact information and the like, and a user database corresponding to the customers can be formed through the customers who can also register login information and become members.

When a customer purchases for the first time and does not register before, a user database corresponding to the customer can be established through the demand information and the link information, more valuable user information such as user preference or consumption level is contained in the demand information, the information is collected, and more targeted and high-quality services can be recommended or performed for the customer in the following.

To sum up, the customer demand analysis method can help shopping guide personnel to provide the most needed products for customers quickly and accurately, can greatly improve the shopping experience and the purchasing desire of the customers, and improves the accuracy of judging the customer demand.

Fig. 2 is a block diagram of an electronic device according to an embodiment of the present invention. As shown, the electronic device 200 includes:

an acquisition module 201 for acquiring record information associated with a customer;

the processing module 202 is configured to count the recorded information to analyze demand information corresponding to the customer, and perform association setting on one or more link information meeting the demand characteristics and the customer; pushing one or more of the link information associated with the customer to a shopping guide in communicative relationship with the customer.

It should be noted that, because the contents of information interaction, execution process, and the like between the modules/units of the apparatus are based on the same concept as the method embodiment described in fig. 1 of the present application, the technical effect brought by the contents is the same as the method embodiment of the present application, and specific contents may refer to the description in the method embodiment shown in fig. 1 of the present application, and are not described herein again.

It should be further noted that the division of the modules of the above apparatus is only a logical division, and the actual implementation may be wholly or partially integrated into one physical entity, or may be physically separated. And these units can be implemented entirely in software, invoked by a processing element; or may be implemented entirely in hardware; and part of the modules can be realized in the form of calling software by the processing element, and part of the modules can be realized in the form of hardware. For example, the processing module 202 may be a separate processing element, or may be integrated into a chip of the apparatus, or may be stored in a memory of the apparatus in the form of program code, and a processing element of the apparatus calls and executes the functions of the processing module 202. Other modules are implemented similarly. In addition, all or part of the modules can be integrated together or can be independently realized. The processing element described herein may be an integrated circuit having signal processing capabilities. In implementation, each step of the above method or each module above may be implemented by an integrated logic circuit of hardware in a processor element or an instruction in the form of software.

For example, the above modules may be one or more integrated circuits configured to implement the above methods, such as: one or more Application Specific Integrated Circuits (ASICs), or one or more microprocessors (DSPs), or one or more Field Programmable Gate Arrays (FPGAs), among others. For another example, when one of the above modules is implemented in the form of a Processing element scheduler code, the Processing element may be a general-purpose processor, such as a Central Processing Unit (CPU) or other processor capable of calling program code. For another example, these modules may be integrated together and implemented in the form of a system-on-a-chip (SOC).

Fig. 3 is a schematic structural diagram of a cloud terminal according to an embodiment of the present disclosure.

As shown, the cloud 300 includes: a memory 301, a processor 302, and a communicator 303; the memory 301 is used for storing computer instructions; the processor 302 executes computer instructions to implement the method described in FIG. 1; the communicator 303 is used for communication connection with an external device.

In this embodiment, the external device is preferably a customer terminal or a shopping guide terminal.

In some embodiments, the number of the memories 301 in the cloud 300 may be one or more, the number of the processors 302 may be one or more, the number of the communicators 303 may be one or more, and fig. 3 illustrates one example.

In an embodiment of the present invention, the processor 302 in the cloud 300 loads one or more instructions corresponding to processes of an application program into the memory 301 according to the steps described in fig. 1, and the processor 302 executes the application program stored in the memory 301, thereby implementing the method described in fig. 1.

The Memory 301 may include a Random Access Memory (RAM), and may also include a non-volatile Memory (non-volatile Memory), such as at least one disk Memory. The memory 301 stores an operating system and operating instructions, executable modules or data structures, or a subset thereof, or an expanded set thereof, wherein the operating instructions may include various operating instructions for implementing various operations. The operating system may include various system programs for implementing various basic services and for handling hardware-based tasks.

The Processor 302 may be a general-purpose Processor, and includes a Central Processing Unit (CPU), a Network Processor (NP), and the like; the Integrated Circuit may also be a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other Programmable logic device, a discrete Gate or transistor logic device, or a discrete hardware component.

The communicator 303 is used for implementing communication connection between the database access device and other devices (such as a client, a read-write library and a read-only library). The communicator 303 may include one or more sets of modules for different communication modes, for example, a CAN communication module communicatively connected to a CAN bus. The communication connection may be one or more wired/wireless communication means and combinations thereof. The communication method comprises the following steps: any one or more of the internet, CAN, intranet, Wide Area Network (WAN), Local Area Network (LAN), wireless network, Digital Subscriber Line (DSL) network, frame relay network, Asynchronous Transfer Mode (ATM) network, Virtual Private Network (VPN), and/or any other suitable communication network. For example: any one or a plurality of combinations of WIFI, Bluetooth, NFC, GPRS, GSM and Ethernet.

In some specific applications, the various components of the cloud 300 are coupled together by a bus system, wherein the bus system may include a power bus, a control bus, a status signal bus, and the like, in addition to a data bus. But for clarity of illustration the various buses have been referred to in figure 3 as a bus system.

In an embodiment of the present application, a computer-readable storage medium is provided, on which a computer program is stored, which when executed by a processor implements the method described in fig. 1.

The computer-readable storage medium, as will be appreciated by one of ordinary skill in the art: the embodiment for realizing the functions of the system and each unit can be realized by hardware related to computer programs. The aforementioned computer program may be stored in a computer readable storage medium. When the program is executed, the embodiment including the functions of the system and the units is executed; and the aforementioned storage medium includes: various media that can store program codes, such as ROM, RAM, magnetic or optical disks.

In summary, the customer demand analysis method, apparatus, device and storage medium provided by the present application obtain the record information associated with the customer; counting the recorded information to analyze the demand information corresponding to the customer, and performing association setting on one or more link information meeting the demand characteristics and the customer; pushing one or more of the link information associated with the customer to a shopping guide in communicative relationship with the customer.

The application effectively overcomes various defects in the prior art and has high industrial utilization value.

The above embodiments are merely illustrative of the principles and utilities of the present application and are not intended to limit the invention. Any person skilled in the art can modify or change the above-described embodiments without departing from the spirit and scope of the present application. Accordingly, it is intended that all equivalent modifications or changes which can be made by those skilled in the art without departing from the spirit and technical spirit of the present invention be covered by the claims of the present application.

Claims

1. A customer demand analysis method, the method comprising:

acquiring record information associated with a customer;

counting the recorded information to analyze the demand information corresponding to the customer, and performing association setting on one or more link information meeting the demand characteristics and the customer;

pushing one or more of the link information associated with the customer to a shopping guide in communicative relationship with the customer.

2. The method of claim 1, wherein the recording information comprises: any one or more of chat log information, search log information, browsing log information, collection information, shopping cart information, order information, store-to-store log information, and consultation log information.

3. The method of claim 1, wherein the counting the recorded information to analyze the demand information corresponding to the customer and associating one or more link information meeting the demand characteristics with the customer comprises:

counting the record information to extract one or more key words or key fields;

analyzing the demand information corresponding to the customer according to each keyword or according to a logical relationship among a plurality of keywords appearing in each key field;

and searching one or more link information which accords with the demand information according to the demand information, and performing association setting on the link information and the customer.

4. The method of claim 3, wherein the demand information comprises: any one or more of category demand information, origin demand information, brand demand information, style demand information, size demand information, material demand information, price demand information, and service demand information.

5. The method of claim 3, wherein the link information comprises: any one or more of hot sale product link information, latest product link information, discount product link information, shop link information, preferential activity link information and after-sale link information.

6. The method of claim 3, further comprising:

according to the latest recorded information associated with the customers acquired in real time, adding the demand information corresponding to the customers and correspondingly associating the demand information with one or more link information meeting the added demand characteristics;

and/or, presetting a time threshold, deleting the demand information with the storage time exceeding the time threshold in the demand information corresponding to the customer, and correspondingly deleting all the link information associated with the demand information.

7. The method of claim 1, further comprising:

and perfecting the user database established by the customer through registration according to the demand information corresponding to the customer and one or more link information which is associated with the demand information and accords with the demand information.

8. An electronic device, the device comprising:

an acquisition module for acquiring record information associated with a customer;

the processing module is used for counting the recorded information to analyze the demand information corresponding to the customer and carrying out association setting on one or more link information meeting the demand characteristics and the customer; pushing one or more of the link information associated with the customer to a shopping guide in communicative relationship with the customer.

9. A cloud, the cloud comprising: a memory, a processor, and a communicator; the memory is to store computer instructions; the processor executes computer instructions to implement the method of any one of claims 1 to 7; the communicator is used for being connected with an external device in a communication mode.

10. A computer-readable storage medium having stored thereon computer instructions which, when executed, perform the method of any one of claims 1 to 7.