JP2002140518A - Method and device for presenting answer procedure and program recording medium with recorded answer procedure presenting program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To efficiently present information regarding a customer on a display device when negotiations with the customer are made on a talk basis. SOLUTION: The customer who desires for negotiations completes reception registration first. In the order of the reception registration, information needed for the negotiation with the customer is displayed on a terminal of an answerer. The display contents are obtained by selecting the information currently needed for the negotiations from a database previously stored with information regarding the customer. The information is selected by a specific program (rule) regarding negotiations.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a service procedure presenting method, a service procedure presenting apparatus, and a program recording medium storing a service procedure presenting program for presenting a service procedure for a customer when a business negotiation is conducted with the customer in an interview format. Related to.

[0002]

2. Description of the Related Art When conducting business negotiations with a customer, such as a bank or an insurance company, in an interview format, it is desirable to take appropriate measures according to the information (age, family structure, etc.) concerning the customer. For this reason, a person who conducts business negotiations with a customer (hereinafter referred to as an "agent") can spread a notebook that records information about the customer, or can send information about the customer to a PC (Personal Communications).
puter) on the screen, and often conduct negotiations while looking at the notebook or PC screen.

[0003]

However, if there is a lot of information about the customer, the necessary information cannot be obtained unless many pages of the notebook are turned during the negotiation or the PC is operated many times. Was. Turn page of notebook or P
The act of operating C is not preferable as an act to be performed in front of a customer during a negotiation. Therefore, in some cases, business negotiations have to be carried out without obtaining necessary information on customers. Further, in the case where the responder takes over during a plurality of business negotiations, it is necessary to transfer information about the customer between the responders. For this reason, the responder was forced to take the time to take over. There was no assurance that the handover would be guaranteed.

[0004] In consideration of the above points, the present invention efficiently presents a response procedure for a customer to a customer without necessitating an unnecessary burden when conducting a business talk with the customer in an interview format. It is an object of the present invention to provide a response procedure presentation method, a response procedure presentation device, and a program recording medium method in which a response procedure presentation program is recorded.

[0005]

According to a first aspect of the present invention, there is provided a customer information database in which personal information of a customer is stored for a respondent who interviews the customer. In the method for presenting a response procedure for presenting a customer at the time of interview, a customer identification step of identifying a customer to be interviewed, and a customer extracting personal information of the identified customer from the customer information database An information extraction step; and a reception procedure presentation step of presenting a reception procedure at the time of the interview of the customer to the response person based on the extracted personal information.

According to a second aspect of the present invention, in the method for presenting a response procedure according to the first aspect, the customer identifying step prompts the customer to present a customer identifying information recording medium on which customer identifying information is recorded in advance. A presentation requesting step, and a customer identification information reading step of reading the customer identification information from the presented customer identification information recording medium.

According to a third aspect of the present invention, in the method for presenting a service procedure according to the first or second aspect, a service history storing step of storing a service history for each customer is provided. And presenting the service procedure based on the service history.

According to a fourth aspect of the present invention, in the method for presenting a service procedure according to any one of the first to third aspects, the service procedure presentation step visually displays the service procedure.

According to a fifth aspect of the present invention, in the response procedure presenting method according to the fourth aspect, the response procedure presenting step presents, in a symbol mark, a text, or an animation, a response mode constituting the response procedure. It is characterized by.

According to a sixth aspect of the present invention, in the method for presenting a response procedure according to the fourth aspect, the step of presenting the response procedure comprises the steps of:
It is characterized in that the method includes a step of displaying the service modes constituting the service procedure with a symbol mark or text and displaying the same type of service mode in different colors according to the contents.

According to a seventh aspect of the present invention, there is provided the method for presenting a response procedure according to any one of the third to sixth aspects, further comprising a presented product selection step of selecting a product to be presented based on the response history. The step of presenting the response procedure includes a step of presenting information on a product that is a selection result of the step of selecting a display item.

According to an eighth aspect of the present invention, in the response procedure presenting method according to any one of the third to seventh aspects, a product presentation availability determination step of determining availability of a product based on the response history. And the response procedure presenting step includes a step of displaying information based on a determination result of the commodity presenting availability determination step.

According to a ninth aspect of the present invention, in the method for presenting a response procedure according to any one of the fourth to eighth aspects, a waiting time measuring step for measuring a waiting time from a request for an interview of the customer to the start of the interview. And the response procedure presenting step includes presenting a corresponding message corresponding to the measured waiting time.

According to a tenth aspect of the present invention, in the method for presenting a response procedure according to any one of the fourth to ninth aspects, a current date is included in a period corresponding to a specific date specific to the customer. A specific day period determining step of determining whether or not the response procedure is present, wherein the response procedure presenting step includes a step of presenting a message corresponding to the determination result of the specific day period determining step.

According to an eleventh aspect of the present invention, in the method for presenting a response procedure according to any one of the first to tenth aspects, the asset information hearing promotion step for prompting the agent to listen to the personal asset information of the customer. A personal asset information inputting step of inputting personal asset information as a result of the listening; and an asset-based product determining step of determining a product to be presented based on the input personal asset information. The procedure presenting step is characterized in that it includes a step of displaying information of a product corresponding to a result of the determination in the asset-based product determining step.

According to a twelfth aspect of the present invention, in the method of presenting a response procedure according to any one of the third to eleventh aspects, a history response is a message to be transmitted to a customer based on the response history. A history corresponding message generating step of generating a message, wherein the displaying step includes:
Displaying the history corresponding message.

According to a thirteenth aspect of the present invention, there is provided a service for presenting, to a customer who conducts an interview with a customer, a customer's interview procedure using the customer information database storing personal information of the customer. In the procedure presentation device, based on the extracted personal information, a customer specifying unit that specifies a customer to be interviewed, a customer information extracting unit that extracts personal information of the specified customer from the customer information database, Service procedure presenting means for presenting a service procedure at the time of a customer interview to the service recipient.

According to a fourteenth aspect of the present invention, in the response procedure presentation device according to the thirteenth aspect, the customer specifying means includes:
A presentation requesting unit that prompts the customer to present a customer identification information recording medium on which customer identification information is recorded in advance; and a customer identification information reading unit that reads the customer identification information from the presented customer identification information recording medium. It is characterized by having.

According to a fifteenth aspect of the present invention, in the response procedure presentation device according to the thirteenth or fourteenth aspect, a response history storage means for storing a response history for each customer is provided, and the response procedure presentation means is provided. And a history response presenting means for presenting the response procedure based on the response history.

According to a sixteenth aspect of the present invention, in the response procedure presentation device according to any one of the thirteenth to fifteenth aspects, the response procedure presentation means includes display means for visually displaying the response procedure. It is characterized by.

According to a seventeenth aspect of the present invention, in the response procedure presentation device according to the sixteenth aspect, the response procedure presentation means presents the response mode constituting the response procedure by a symbol mark, text, or animation. It is characterized by.

In a preferred embodiment of the present invention, the response procedure presenting means displays the response procedure constituting the response procedure by a symbol mark or a text and has the same type. Is provided with different color display means for displaying the response mode in different colors according to the contents.

According to a nineteenth aspect of the present invention, in the response procedure presentation device according to any one of the fifteenth to eighteenth aspects, a presentation product selection means for selecting a product to be presented based on the response history is provided. The response procedure presenting means includes product information presenting means for presenting information on a product which is a selection result of the presented table item selecting means.

According to a twentieth aspect of the present invention, in the response procedure presentation device according to any one of the fifteenth to nineteenth aspects, a product presentation availability determining means for determining whether a product can be presented based on the response history. Wherein the response procedure presenting means includes a commodity presenting information display means for displaying information based on the determination result of the commodity presenting possibility determining means.

According to a twenty-first aspect of the present invention, in the response procedure presentation device according to any one of the sixteenth to twentieth aspects, a waiting time measuring means for measuring a waiting time from an interview request of the customer to the start of the interview. And the response procedure presenting means includes a corresponding message display means for presenting a corresponding message corresponding to the measured waiting time.

According to a twenty-second aspect of the present invention, in the response procedure presentation device according to any one of the sixteenth to twenty-first aspects, the present date is included in a period corresponding to a specific date specific to the customer. A specific day period discriminating unit for discriminating whether or not the response procedure presentation unit includes a specific day message displaying unit for presenting a message corresponding to a result of the discrimination by the specific day period discriminating unit. .

According to a twenty-third aspect of the present invention, in the response procedure presentation device according to any one of the thirteenth to twenty-second aspects, asset information hearing promotion means for encouraging the agent to listen to the personal asset information of the customer. Personal asset information input means for inputting personal asset information as a result of the listening, and asset-based product discriminating means for discriminating a product to be presented based on the input personal asset information, The procedure presentation means includes asset-based product display means for displaying information on a product corresponding to the determination result of the asset-based product determination means.

According to a twenty-fourth aspect of the present invention, in the response procedure presentation device according to any one of the fifteenth to twenty-third aspects, a history response message, which is a message to be transmitted to the customer based on the response history, to the customer. A history corresponding message generating unit for generating a message is provided, and the display unit includes a history corresponding message display unit for displaying the history corresponding message.

According to a twenty-fifth aspect of the present invention, a customer who conducts an interview with a customer is presented with a customer's interview procedure using a customer information database in which personal information of the customer is stored. A program recording medium that records the response procedure presentation program of the present invention, wherein the customer to be interviewed is specified, personal information of the specified customer is extracted from the customer information database, and based on the extracted personal information, And presenting a response procedure at the time of the interview of the customer to the response person.

According to a twenty-sixth aspect of the present invention, there is provided a program recording medium storing the response procedure presentation program according to the twenty-fifth aspect, wherein the customer to be interviewed is specified in advance by the customer. It is characterized by prompting presentation of a customer specifying information recording medium on which specific information is recorded, and reading the customer specifying information from the presented customer specifying information recording medium.

According to a twenty-seventh aspect of the present invention, there is provided a program recording medium storing the service procedure presentation program according to the twenty-fifth or twenty-sixth aspect, wherein the service history is stored for each customer, and the service history is stored. The present invention is characterized in that the service procedure is presented based on a service history.

According to a twenty-eighth aspect of the present invention, there is provided a program recording medium storing the response procedure presentation program according to any one of the twenty-fifth to twenty-fourth aspects, wherein the response procedure is visually displayed. .

According to a twenty-seventh aspect of the present invention, there is provided a program recording medium storing the service procedure presentation program according to the twenty-eighth aspect, wherein the service mode constituting the service procedure is presented by a symbol mark, text, or animation. It is characterized by the following.

According to a thirty-fifth aspect of the present invention, there is provided a program recording medium storing the response procedure presentation program according to the twenty-eighth aspect, wherein the response modes constituting the response procedure are displayed by a symbol mark or text. It is characterized in that different types of response modes are displayed in different colors according to the contents.

According to a thirty-first aspect of the present invention, there is provided a program recording medium storing the program for presenting a response procedure according to any one of the twenty-seventh to thirty-fourth aspects, wherein a product to be presented based on the response history is stored. Selecting and presenting the selected product.

According to a thirty-second aspect of the present invention, there is provided a program recording medium storing the response procedure presenting program according to any one of the twenty-seventh to thirty-first aspects, wherein whether or not a commodity can be presented based on the response history is determined. And displaying whether or not the determined product can be presented.

A configuration according to a thirty-third aspect is a program recording medium recording the response procedure presentation program according to any one of the twenty-eighth to thirty-second aspects, wherein the customer waits for the interview request to start the interview. It is characterized in that a time is measured and a corresponding message corresponding to the measured waiting time is displayed.

A configuration according to a thirty-fourth aspect is a program recording medium that records the response procedure presentation program according to any one of the twenty-eighth to thirty-fourth aspects, wherein the period corresponds to a specific date specific to the customer. It is characterized by determining whether or not the current date is included in the message, and displaying a message corresponding to the result of the determination.

According to a thirty-fifth aspect of the present invention, there is provided a program recording medium storing the response procedure presentation program according to any one of the twenty-fifth to thirty-fourth aspects. To encourage hearing,
When personal asset information as a result of the listening is input, a product to be presented is determined based on the personal asset information, and a product to be presented as the determined result is displayed.

According to a thirty-sixth aspect of the present invention, there is provided a program recording medium in which the program for presenting a response procedure according to any one of the twenty-seventh to the thirty-fifth aspects is recorded. A history corresponding message to be transmitted is generated, and the generated history corresponding message is displayed as the corresponding procedure.

[0041]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Next, a preferred embodiment of the present invention will be described with reference to the drawings.

A: System Configuration FIG. 1 shows an example in which the present invention is applied to a bank teller service (hereinafter referred to as a bank teller system) 100. As shown in FIG.
The bank teller system 100 includes a responder terminal 10, a reception slip issuing machine 20, and a server 30.

The agent terminal 10 is a terminal such as a personal computer used by the agent. The agent terminal 10 includes the bank teller system 1 according to the present embodiment.
The software required to use 00 is installed. Also, the terminal 10 for the attendant is a terminal body 10
A and a display device 10B.
Various information about the customer can be obtained from the display contents of 0B. It should be noted that the agent terminal 10 is installed at each window of the bank, and the agent terminal 10 can be used for each agent.

The reception slip issuing machine 20 is an apparatus for a customer to perform reception registration. The reception registration is started when a customer who wants an interview inserts his / her cash card into a predetermined position of the reception slip issuing machine 20. Then, the reception slip issuance machine 20 acquires the information of the customer ID number recorded on the cash card, and completes the reception registration. The reception slip issuance machine 20 transmits the acquired customer ID number information
The information is output to the server 30, which will be described later, together with the information on the time when the registration was performed.

The server 30 includes a database 31, a rule base 32, and a display data generator 33 as shown in FIG. The database 31 includes a customer database 31a, a negotiation history database 31b, and a product database 31c.

The customer database 31A is a database in which personal information (customer data) of the customer is stored. FIG. 2 is a diagram illustrating an example of the content of customer data. As shown in FIG. 2, the customer data includes personal information such as the name, address, and date of birth of the customer, and is associated with an ID number that specifies the customer. The customer data is usually created based on the contents of an application document submitted when the customer creates a bank card.

The negotiation history database 31B is a database that stores a history of information (negotiation data) related to negotiations with customers. That is, the negotiation history database 31B is a database storing response history data. FIG. 3 is a diagram illustrating an example of the content of the negotiation data. As shown in FIG. 3, the negotiation data indicates the content of the negotiation conducted with the customer. Specifically, the information includes information such as the date and time of a negotiation, a proposed product, and a result of the negotiation, and is stored in association with an ID number for identifying the customer. Such negotiating data is created by the receptionist inputting the negotiation result to the receptionist terminal 10 every time the negotiation is performed. The negotiation data is accumulated to form a negotiation history (history data).

The product database 31C is a database in which information (product data) of products that can be a subject of negotiation is stored. FIG. 4 is a diagram illustrating an example of the content of the product data. As shown in FIG. 4, the product data is composed of information such as a product name and a feature of the product. Then, from the product data, a product determined to be most suitable for the customer's condition is proposed in the negotiation.

The database 31 stores the contents of the reception registration (the ID number of the customer who performed the reception registration and the time when the reception registration was performed) when the reception slip issuing machine 20 notified that the reception registration was performed. Is also stored. And
In accordance with the time of this registration, the customer is sequentially called to the reception desk and interviews are performed.

The rule base 32 stores a plurality of programs (rules). Here, the rule is a program for determining the display content of the agent terminal 10. In order to execute each rule stored in the rule base 32, it is necessary to input predetermined data information stored in the database 31 described above. Then, by executing each rule, the response terminal 10
Is displayed. The specific contents of this rule will be described later.

The display data generation unit 33 causes the response terminal 10 to actually display the contents determined by the above-described rules. In the present embodiment, icons, texts, animations, and the like corresponding to display contents are displayed. From the displayed contents, the responder can obtain information about the customer. In particular, by using icons for display, quicker information transmission and more efficient screen display space are achieved.

B: Operation of Embodiment Next, the operation of this embodiment will be described. First, an outline of the operation will be described.

B1: Outline of Operation FIG. 5 is a sequence chart showing an outline of the operation. Hereinafter, the outline of the operation when the customer performs the reception registration (step SA)
1 to SA4) and an outline of operations (steps SA5 to SA9) when the responder acquires information about the customer.

B1-1: Overview of Operation When Customer Performs Registration Registration The customer inserts his / her cash card into the reception slip issuing machine 20 and registers (step SA1). If the ID number recorded on the inserted cash card can be obtained, the reception slip issuing machine 20 executes reception registration (step SA2). After the completion of the reception registration, the reception slip issuing machine 20 notifies the server 30 of the information on the time of the registration and the ID number (step SA3). By this notification, the server 30 recognizes that the reception registration has been performed. Then, the information on the time of the registration and the ID number is temporarily stored in the database 31 in the server 30 (step SA4). The above is the outline of the operation when the customer performs registration. When the reception registration is performed, a registration slip specifying a registration number, a registration time, and the like is issued from the reception slip issuing machine 20 to the customer to clearly indicate to the customer that the registration has been performed. You may do so.

B1-2: Outline of Operation When Agent Gets Information About Customer The agent performs a predetermined operation on the agent terminal 10 prior to the interview with the customer. Then, the server 30 requests information relating to the customer who will have the next interview (step SA5). Upon receiving this request, the server 30 first determines a customer who will have a next interview from the contents of the reception registration stored in the database 31 (reception registration time). And
Information about the customer stored in the database 31 is input to the rule base 32, and the rules in the rule base 32 are executed. By executing this rule, the information to be displayed on the agent terminal 10 is determined (step SA6). Thereafter, the display data generation unit 33 causes the terminal for attendant 10 to display an icon, text, or the like corresponding to the information to be displayed determined by the rule (steps SA7 and SA8). With this display content, the respondent can obtain information about the customer who will have the next interview. The above is the outline of the operation when the responder acquires information about the customer.

B2: Rules Next, various examples of various rules stored in the rule base 32 will be specifically described.

(1) Waiting time display rule The waiting time display rule is a program for judging the elapsed time from the customer's registration for reception to the actual start of the interview at the reception desk. It is. FIG. 6 is a flowchart showing the contents of this program.

This program starts executing when the reception registration information (information on the customer's ID number and the time when the reception registration was performed) stored in the database 31 is input to the rule base 32 (step S11). Then, the “waiting time” of the customer is calculated. The waiting time refers to a difference value between the time when the customer has performed reception registration and the current time, and corresponds to a waiting time from the time when the customer performs reception registration to the time when the customer is called by the reception desk.

The waiting time display rule indicates that the waiting time has passed 20 minutes (step S12: YE
S) determines that considerable stress has been applied to the customer. Then, it is determined that an angry face icon, a waiting time, and a message urging the user to apologize to the customer are displayed on the response terminal 10 (step S13). In addition, the message urging apology is a simple sentence of the type "let's apologize."

The waiting time display rule indicates that the waiting time is 10 to 20 minutes (step S12: N
O, step S14: YES), it is determined that a certain amount of stress has been applied to the customer. Then, it is determined to display the icon of the frowning face, the waiting time, and a message urging the user to apologize (step S15).

As described above, by executing the waiting time rule, the waiting time is determined for each customer, and if it is determined that the customer has been waiting for a long time, an icon or the like indicating the waiting time is displayed. Is displayed on the terminal 10. Therefore, the responder can take appropriate measures such as apologizing when conducting an interview with each customer.

(2) Birthday Rule The birthday rule is a program for judging the relationship between the customer's birthday and the current date based on the date of birth of the customer. FIG. 7 is a flowchart showing the contents of this program.

This program starts to be executed when the customer's date of birth stored in the database 31 is input to the rule base 32 (step S21). And
The difference value between the birthday of the customer and the current date is calculated (step S21), and it is determined whether the difference value is longer or shorter than a certain period (for example, 7 days) (step S22). The birthday rule indicates that the difference value is within 7 days (step S2
2: YES), it is determined that the birthday of the customer is near. Then, it is determined that a birthday icon and a message urging the customer to congratulate are displayed on the agent terminal 10 (step S24). In addition, the message prompting you to congratulate is "Let's celebrate a word."
A simple sentence of the kind

On the other hand, if the difference between the birthday of the customer and the current date is not within 7 days (step S22: NO),
It is determined that the customer's birthday is not close to the current date, and it is determined that nothing is to be displayed on the agent terminal 10.

Thus, according to this birthday rule,
If the customer's birthday is near the current day, an icon or the like indicating that is displayed on the agent terminal 10. With this display content, the response person can obtain personal information such as the customer's birthday, and can take a response in consideration of such content. Note that this rule is not limited to the customer's birthday, but a special day (special day) that is an anniversary for the customer, such as the customer's wedding anniversary or the customer's child's birthday.
Can be applied.

(3) Thank-you display rule The thanks-display rule is a program for judging the necessity of following the customer from the information of the negotiation history of the customer. FIG. 8 is a flowchart showing the contents of this program.

This program starts execution when negotiation data indicating the contents of the previous negotiation stored in the database 31 is input to the rule base 32. The thank-you display rule determines whether or not there is a contracted product in the input negotiation data (step S31). If there is a contracted product (step S32: YES), it is determined that the customer should be thanked. Then, it is determined that an attention mark icon, a contracted product name, and a message urging the user to thank are displayed on the receptionist terminal 10 (step S33). A message that encourages you to say thank you is a brief sentence of the kind "Thank you for saying a word."

In this case, it is determined whether or not there is a product that has been previously concluded, and it is determined that the customer is to be thankful. In such a case, it may be determined that the customer should be thanked.

As described above, according to this thank-you rule,
For example, when a product is concluded in the previous negotiation, an icon or the like indicating this is displayed on the agent terminal 10. Therefore, in the interview with the customer, the responder can appropriately follow the negotiation data.

(4) Abandonment Display Rule The abandonment display rule is a program for judging a product that should not be proposed to the customer from information on the negotiation history of the customer. FIG. 9 is a flowchart showing the contents of this program.

This program starts execution when customer negotiation data stored in the database 31 is input to the rule base 32. The abandonment display rule determines whether or not the negotiated data includes any of the proposed products that did not have an excellent customer response (step S41).
Specifically, the content of “reaction” is determined in the negotiation data in FIG. For example, MMF as a product
Was recommended, but if it was rejected, "Rejected" is indicated in the "Reaction" section. In such a case, the abandonment display rule determines that the same product (MMF) should not be recommended to the customer (step S42: YES). Then, it is determined that an icon for abandonment indicating that there is a product that should not be proposed, a name of the product, and a message indicating that the product should not be proposed are displayed on the response terminal 10 (step S43). In addition, the message which warns that it should not be proposed is a simple sentence of the type "MMF was recommended last time but has been refused, so be careful."

As described above, according to this abandonment rule,
For example, if the product proposed in the previous negotiation was not interested in the product, an icon indicating this is displayed on the agent terminal 10. Therefore, the responder can avoid inappropriate responses such as recommending the same product to the customer. This is particularly effective when the respondent is different from the previous negotiation.

(5) Proposed Product Determination Rule The proposed product determination rule is a program for determining a product to be proposed to a customer as a negotiation (hereinafter referred to as a proposed product). FIG. 10 is a flowchart showing the contents of this program.

This program starts to be executed when negotiation history information, which is stored in the database 31 and indicates the contents of the negotiations with the customer, is input to the rule base 32. The proposed merchandise determination rule determines whether the proposed merchandise in the previous negotiation data is to be taken over as it is from the input negotiation history information (step S51). This determination is made based on the contents of the previous negotiation data. FIG. 3 mentioned above shows a part of the contents of the negotiation data.
Is determined whether or not the negotiation data is taken over. The content of the “takeover of the next proposed product” is created by the respondent who has conducted the previous negotiation.
If the responder determines that the same product should be proposed at the next business negotiation, the responder creates negotiation data of “has taken over” in order to take over the proposed product. On the other hand, when it is determined that another product should be newly proposed at the next business negotiation, negotiation data indicating "no handover" is created so that handover is not performed.

In the proposed merchandise determination rule, when it is determined that there is a takeover, the same merchandise as that of the previous negotiation is determined to be displayed as a proposed merchandise on the agent terminal 10 (step S5).
2: YES).

On the other hand, if the proposed merchandise determination rule determines that there is no handover (step S52: NO), the proposed merchandise is determined based on the hearing information in order to determine a new proposed merchandise (step S53). The hearing information refers to all information of the customer stored in the database 31, and includes, for example, the customer's age and the contents of assets. The determination of the proposed product based on the hearing information means that the proposed products are narrowed down according to the content of the hearing information. For example, if there is a product for a customer who is 50 years or older and the customer is 50 years or older, the product is a proposed product.

The hearing information may be an object that the customer is interested in. For example, even if it is known that the customer is interested in investment and also in risk products, it can be used as hearing information. From the contents of the hearing information, for example, an investment trust is determined as a proposed product.

On the other hand, there is a case where the proposed merchandise cannot be determined because of a small amount of hearing information (Step S).
54: NO). In such a case, the merchandise in the campaign is determined as the proposed merchandise (step S55). If there is no merchandise in the campaign, the previously determined merchandise (the proposed merchandise by the initial setting) is determined as the proposed merchandise (step S57). .

As described above, according to the proposed merchandise determination rule, the merchandise to be proposed in the current negotiation is determined in consideration of the contents of the negotiations up to the previous time, and the result is determined by the response terminal 10.
It will be shown in. Therefore, the responder can propose an appropriate product to each customer.

(6) Hearing Content Determination Rule The hearing content determination rule is used to determine a proposed product according to the above-described proposed product determination rule, or to increase the possibility of a business negotiation with the determined proposed product. This is a program for judging what to listen to (hearing contents). FIG. 11 is a flowchart showing the contents of this program.

This program is executed when the information of the negotiation history indicating the contents of the negotiations with the customer stored in the database 31 is input to the rule base 32. The hearing content determination rule determines whether the hearing content in the previous negotiation data of the input negotiation history information is to be taken over as it is (step S).
61). This determination is made based on the contents of the previous negotiation data. Then, when the content of the hearing is not known even though the content of the hearing was previously displayed on the response terminal 10 as the content of the hearing, a decision is made to take over the same hearing content as the previous time (step S62: YES). On the other hand, if the previous hearing content is known, a new hearing content is determined (step S63).

Here, a specific example for determining new hearing contents will be described. For example, in the above-described proposed product determination rule, when determining a proposed product from the hearing information, the proposed product may not be determined because a part of the hearing information is missing. For example,
The condition for deciding a certain proposed product is when the age is 50 years or older and the operating fund is 3 million yen or more, and the customer is only 50 years or older. is there. In such a case, if the customer is asked "whether there is more than 3 million yen in funds not to be used", a product to be proposed can be determined. Therefore, the hearing content determination rule determines that the answering terminal 10 displays "Is there more than 3 million yen in unutilized funds?" As the hearing content.

As described above, according to the hearing content determination rule, the content to be heard by the customer (hearing content) in the current business negotiation is displayed on the receptionist terminal 10 in consideration of the content of the previous business negotiation. . Therefore, in the interview with the customer, the responder can determine the contents of the hearing and, as a result, can propose an appropriate product to the customer.

B3: Operation Contents of Server 30 Next, the operation contents of the server 30 will be described. FIG.
FIG. 4 is a diagram schematically showing data and the like stored in the server 30. When starting an interview with a customer, the agent operates the agent terminal 10 in order to request information about the customer. Then, a request command for information regarding the customer is input from the agent terminal 10 to the server 30. In this case, first, such a command is recognized by the display data generation unit 33 of the server 30 (Step Sc1). The display data generation unit 33 determines the reception registration information stored in the database 31 that has not yet been interviewed and that corresponds to the reception registration time with the earliest time. Then, the customer ID number corresponding to the reception registration is recognized (step Sc2).

The display data generator 33 outputs customer data and negotiation data relating to the customer corresponding to the recognized ID number to the rule base 32 and executes each rule (step Sc4). Each of the rules in the rule base 32 starts execution of a program when customer data or the like is input, and determines the content to be displayed on the attendant terminal 10. Then, the determined contents are output to the display data generation unit 33 (Step Sc5). Display data generator 33
Causes the responder terminal 10 to display an icon, text, or the like corresponding to the display content determined by each rule (step Sc6).

Here, the specific contents of icons, texts and the like will be described. FIG. 13 shows an example of icons and text used by the display data generation unit 33 in the present embodiment. For example, when it is determined that the birthday of the customer is near due to the birthday rule described above, the display data generation unit 33 causes the attendant terminal 10 to display a Kudama icon. When it is determined that the customer has been waiting for a long time according to the waiting time rule described above, the display data generation unit 33 causes the receptionist terminal 10 to make the face of the trafficking face (wait for more than 10 minutes). ) Or an angry face (when the user has been waiting for more than 20 minutes).

As described above, when there is a request for information relating to a customer from the agent terminal 10, the server 30
Each rule is executed using the information on the customer stored in the database 31. The display contents to be displayed on the agent terminal 10 are determined by executing each rule, and the contents are displayed on the agent terminal 10. The responder can obtain information necessary for conducting an interview with the customer from the display content of the agent terminal 10, and can take appropriate measures in the interview.

B4: Specific Display Example of Agent Terminal 10 FIG. 14 is a display example of the agent terminal 10. FIG.
As shown in the figure, the display contents determined by various rules are displayed using icons and the like. Such display contents are based on the personal information such as the date of birth of the customer and the contents of the negotiation data with the customer so far, as described above. That is, it can be said that the information is necessary for conducting an interview with the customer.

Further, as shown in FIG. 14, a display using icons is displayed. Therefore, the responder can quickly acquire information on the customer. Further, the efficiency of the display screen space has been improved, and a large amount of information can be displayed on one screen. Therefore, the interviewer does not need to switch the screen of the agent terminal 10 in order to obtain information related to the customer during the interview with the customer. Therefore, it is not necessary to operate the agent terminal 10 many times in front of the customer.

As described above, the present invention is applied to a bank teller system 100.
The content of the above-described embodiment applied to the above has been described, but as described above, the attendant can quickly obtain information on the customer who conducts the interview from the display content of the attendant terminal. In addition, since information regarding the customer is displayed as an icon, information can be promptly transmitted visually, and the efficiency of screen display is improved.

C: Modifications Although the embodiment of the present invention has been described above, the above embodiment is merely an example of the present invention, and can be arbitrarily modified within the scope of the present invention. For example, the following can be considered.

(1) Modification 1 The display method of the agent terminal 10 is arbitrary. For example, priorities are assigned to display contents, fonts are increased in descending order of priority, or icons and characters are color-coded. Thereby, information transmission may be performed more visually and effectively. Especially for display contents with high priority,
It is also possible to make the display form blinking or to move icons or characters.

(2) Modification 2 The display content of the agent terminal 10 may be changed over time. For example, the content of the waiting time of the customer only needs to be displayed at the time of starting the customer service. Such information may be automatically hidden after, for example, 10 minutes have elapsed since the reception of the customer was started (after the display on the receptionist terminal 10 was started). Alternatively, another information related to the customer may be displayed instead. In addition, such display switching is not performed automatically in accordance with the elapsed time of the customer service, but is switched when the responder performs a simple operation such as pressing a predetermined key on the PC. May be performed.

(3) Modification 3 The above embodiment has been described based on an example applied to a reception desk of a bank. However, other services such as car sales and sales, insurance sales and the like, and customer service. The present invention can be applied to work involving For example, when the present invention is applied to the business of selling and selling vehicles, the birthday display rule, the thanks display rule, and the like among the rules described in the above embodiment can be used as they are. The proposed merchandise determination rules can be applied by treating the car itself, optional parts, and replacement parts as the merchandise as the merchandise.

[0095]

As described above, according to the present invention,
If you have a business meeting with a customer,
Information about the customer can be efficiently displayed on the display device. Therefore, the person who conducts the interview with the customer can quickly acquire information about the customer, and can perform an appropriate interview.

[Brief description of the drawings]

FIG. 1 is a diagram showing a configuration of a bank teller system 100 according to the present embodiment.

FIG. 2 is a diagram for explaining contents of customer data stored in a customer database 31a of the same system.

FIG. 3 is a diagram for explaining the contents of negotiation data stored in a negotiation history database 31b of the system.

FIG. 4 is a diagram for explaining contents of product data stored in a product database 31c of the system.

FIG. 5 is a sequence chart for explaining the operation of the system.

FIG. 6 is a flowchart showing a program content of a waiting time rule which is one of the rules of the system.

FIG. 7 is a flowchart showing a program content of a birthday rule which is one of the rules of the system.

FIG. 8 is a flowchart showing a program content of a thanks display rule which is one of the rules of the system.

FIG. 9 is a flowchart showing program contents of an abandonment display rule which is one of the rules of the system.

FIG. 10 is a flowchart showing the contents of a proposed product determination rule which is one of the rules of the system.

FIG. 11 is a flowchart showing a program content of a hearing content determination rule which is one of the rules of the system.

FIG. 12 is a schematic diagram for explaining the operation of the server 30 of the same system.

FIG. 13 is a diagram for explaining the contents of icon display in the same system.

FIG. 14 is a diagram showing an example displayed on a response terminal 10 of the system.

[Explanation of symbols]

10 ... Receiver terminal, 20 ... Reception slip issuing machine, 30 ...
... Server, 31 ... Database, 31a ... Customer database, 31b ... Negotiation history database, 31c ...
… Product database, 32 …… Rule base, 33 ……
Display control unit, 100... Bank teller system.

 ──────────────────────────────────────────────────続 き Continued on the front page F term (reference) 5B049 AA01 AA02 BB46 CC01 DD01 EE05 FF03 GG02 GG04 GG07 5B055 EE03 EE27 FA01 FA05 FA08 FB03 FB04

Claims (36)

[Claims] 1. A reception procedure presentation method for presenting, to a receptionist who conducts an interview with a customer, a reception procedure at the time of the customer's interview using a customer information database in which personal information of the customer is stored, A customer identification step of identifying a customer to be identified; a customer information extraction step of extracting personal information of the identified customer from the customer information database; and a response procedure at the time of an interview of the customer based on the extracted personal information. And a response procedure presenting step of presenting the response procedure to the response person. 2. The response procedure presentation method according to claim 1, wherein the customer identification step includes a presentation requesting step for prompting the customer to present a customer identification information recording medium on which customer identification information is recorded in advance. A customer identification information reading step of reading the customer identification information from the customer identification information recording medium. 3. The service procedure presentation method according to claim 1, further comprising a service history storage step of storing a service history for each customer, wherein said service procedure presentation step is performed based on said service history. A service procedure presentation method, characterized by presenting the service procedure. 4. The service procedure presenting method according to claim 1, wherein said service procedure presenting step includes visually displaying said service procedure. 5. The service procedure presentation method according to claim 4, wherein in the service procedure presentation step, service modes constituting the service procedure are presented by a symbol mark, text, or animation. Method. 6. The response procedure presentation method according to claim 4, wherein in the response procedure presentation step, the response modes constituting the response procedure are displayed by a symbol mark or text, and the same type of response modes are displayed according to the contents. A method for presenting a response procedure, comprising a step of displaying in different colors. 7. The service procedure presenting method according to claim 3, further comprising: a presented product selecting step of selecting a product to be presented based on the service history. And a step of presenting information on a product which is a result of the selection in the presented table item selecting step. 8. The service procedure presentation method according to claim 3, further comprising: a product presentation availability determination step of determining whether or not to present a product based on the service history. The method according to claim 1, wherein the step of displaying includes displaying information based on a result of the determination as to whether the product can be presented. 9. The reception procedure presentation method according to claim 4, further comprising a waiting time measuring step of measuring a waiting time from a request for an interview of the customer to the start of the interview, wherein the presentation of the reception procedure is performed. The method of presenting a response procedure, comprising the step of presenting a corresponding message corresponding to the measured waiting time. 10. The response procedure presentation method according to claim 4, wherein a determination is made as to whether a current date is included in a period corresponding to the specific date specific to the customer. A response procedure presentation method, comprising a day period determination step, wherein the response procedure presentation step includes a step of presenting a message corresponding to a determination result of the specific day period determination step. 11. The response procedure presentation method according to claim 1, wherein an asset information hearing promotion step of prompting the answerer to listen to the personal asset information of the customer; and A personal asset information inputting step of inputting certain personal asset information; and an asset-based product determining step of determining a product to be presented based on the input personal asset information. A response procedure presentation method, comprising a step of displaying information of a product corresponding to a result of the product determination process. 12. The response procedure presentation method according to claim 3, wherein a history response message that is a message to be transmitted to a customer by a response agent based on the response history is generated. A response procedure presenting method, comprising a generating step, wherein the displaying step displays the history corresponding message. 13. A service procedure presentation device for presenting a service procedure at the time of a customer interview using a customer information database in which personal information of the customer is stored, to a service operator who conducts an interview with the customer. Customer identification means for identifying a customer to be used; customer information extraction means for extracting personal information of the identified customer from the customer information database; and a response procedure at the time of an interview of the customer based on the extracted personal information. And a response procedure presenting means for presenting the response procedure to the response person. 14. The response procedure presentation device according to claim 13, wherein the customer identification unit is a presentation requesting unit that prompts the customer to present a customer identification information recording medium on which customer identification information is recorded in advance. A customer identification information reading means for reading the customer identification information from the customer identification information recording medium. 15. The service procedure presenting device according to claim 13, further comprising a service history storage unit that stores a service history for each customer, wherein the service procedure presenting unit is configured to store the service history based on the service history. A response procedure presentation device, comprising a history response presentation means for presenting the response procedure. 16. The service procedure presentation device according to claim 13, wherein said service procedure presentation means includes display means for visually displaying said service procedure. apparatus. 17. The service procedure presentation device according to claim 16, wherein said service procedure presentation means presents service modes constituting said service procedure by means of a symbol mark, text, or animation. apparatus. 18. The service procedure presentation device according to claim 16, wherein said service procedure presentation means displays the service modes constituting said service procedure with a symbol mark or text, and displays the same type of service mode according to the contents. A response procedure presentation device, comprising a different color display means for displaying different colors. 19. The response procedure presenting device according to claim 15, further comprising: a presentation product selection unit that selects a product to be presented based on the response history. And a product information presentation means for presenting product information as a result of the selection by the presentation table product selection means. 20. The service procedure presentation device according to claim 15, further comprising: a product presentation availability determination unit configured to determine whether or not to present a product based on the service history. The service procedure presentation device, characterized in that the means comprises a product presentation availability information display means for displaying information based on the determination result of the product presentation availability determination means. 21. The response procedure presentation device according to claim 16, further comprising: a waiting time measuring unit that measures a waiting time from a request for an interview of the customer to a start of the interview, wherein the presentation of the response procedure is provided. The response procedure presentation device, characterized in that the means comprises a corresponding message display means for presenting a corresponding message corresponding to the measured waiting time. 22. The response procedure presentation device according to claim 16, wherein a determination is made as to whether a current date is included in a period corresponding to a specific date specific to the customer. A response procedure presentation device, comprising a day period determination unit, wherein the response procedure presentation unit includes a specific day message display unit that presents a message corresponding to the determination result of the specific day period determination unit. 23. The response procedure presentation device according to claim 13, wherein the response information prompting means for prompting the response person to listen to the personal asset information of the customer; Personal asset information input means for inputting certain personal asset information; and asset-based product discriminating means for discriminating a product to be presented based on the input personal asset information. A response procedure presentation device, comprising asset-based product display means for displaying product information corresponding to the result of the determination by the product determination means. 24. The response procedure presentation device according to claim 15, wherein a history response message that is a message to be transmitted to the customer by the response person based on the response history. A response procedure presentation device, comprising: a generation unit; and the display unit includes a history corresponding message display unit that displays the history corresponding message. 25. A reception procedure presentation program for presenting a reception procedure at the time of the interview of the customer to the receptionist who conducts the interview with the customer using a customer information database storing personal information of the customer. The customer to be interviewed is identified, personal information of the identified customer is extracted from the customer information database, and based on the extracted personal information, A program recording medium storing a reception procedure presentation program, wherein a reception procedure is presented to the receptionist. 26. A program recording medium on which the service procedure presentation program according to claim 25 is recorded, wherein the customer identification information is recorded in advance for the customer when the customer to be interviewed is identified. A program storage medium storing a response procedure presentation program, characterized by reading out the customer identification information from the presented customer identification information recording medium, prompting presentation of the identification information recording medium. 27. A program recording medium storing the service procedure presentation program according to claim 25, wherein a service history is stored for each customer, and the service is performed based on the stored service history. A program recording medium which records a response procedure presentation program characterized by presenting a procedure. 28. A program recording medium recording the response procedure presentation program according to claim 25, wherein the response procedure presentation program is characterized by visually displaying the response procedure. Program recording medium. 29. A program recording medium on which the service procedure presentation program according to claim 28 is recorded, wherein service modes constituting the service procedure are presented by a symbol mark, text, or animation. A program recording medium that records a presentation program. 30. A program recording medium on which the service procedure presentation program according to claim 28 is recorded, wherein service modes constituting the service procedure are displayed by a symbol mark or text, and the same mode of service mode is included in the contents. A program recording medium storing a response procedure presentation program, characterized in that the program is displayed in different colors depending on the situation. 31. A program recording medium storing the service procedure presentation program according to claim 27, wherein a product to be presented is selected based on the service history, and the selected product is provided. A program recording medium on which a service procedure program is recorded. 32. A program recording medium storing the service procedure presentation program according to claim 27, wherein it is determined whether or not a product can be presented based on the service history. A program recording medium that records a corresponding procedure presentation program characterized by displaying whether or not a product can be presented. 33. A program recording medium recording the response procedure presentation program according to claim 28, wherein a waiting time from a request for an interview of the customer to a start of the interview is measured. And displaying a response message corresponding to the waiting time. 34. A program recording medium recording the service procedure presentation program according to claim 28, wherein a current date is included in a period corresponding to a specific date specific to the customer. And a message corresponding to the result of the determination is displayed. 35. A program recording medium recording the response procedure presentation program according to claim 25, wherein said response person is urged to listen to said customer's personal asset information, When the personal asset information as a result of the input is input, a product to be presented is determined based on the personal asset information, and the product to be presented as the determined result is displayed. Recording medium on which is recorded. 36. A program recording medium storing the response procedure presentation program according to claim 27, wherein the history is a message to be transmitted to the customer based on the response history. A program recording medium which records a response procedure presentation program, which generates a response message and displays the generated history response message as the response procedure.