JP2002216032A - Agency support system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an agency support system capable of providing a quick service by quickly selecting an agency in charge of service, safely performing authentication of a recruitment person belonging to an agency and providing support information for the recruitment person in migration with automobile when a customer calls for an offer of service. SOLUTION: An agency in charge of a customer is selected by using the personal information of the customer, and the input of the ID of a recruiter belonging to the selected agency is accepted from the portable telephone of the recruiter, and whether or not the ID of the recruiter is in the right is authenticated from the transmission origin telephone number of the portable telephone, and a password making a pair with the authenticated recruiter ID is issued, and when the pair of the ID of the recruiter and the password is inputted within a specific time since the date when the password is generated, the recruiter is authenticated, and the support information is transmitted to the authenticated recruiter.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention belongs to a system technology for supporting an agency, selects an agency for providing a service to a customer, authenticates a recruiter belonging to the selected agency, and authenticates the agent. The present invention relates to an agent support system technology that supports providing a service to a customer promptly by transmitting support information to a recruiter.

[0002]

2. Description of the Related Art In a conventional agency, when a customer requests a provider of a product or a service to provide a service such as a visiting explanation, an operator of the provider based on information obtained from the customer. Enter the name, address, etc. into the computer to create a database or search if it is not a new customer, instruct the branch office that manages customer information, and the branch office instruct the partner agency , A recruiter instructed by an agency provided services to customers.

[0003] In the insurance industry, for example, it is necessary to protect important information such as customer personal information from unauthorized access by a third party. Is not the recruiter, but the agency is authenticated. The method of authentication is to assign an ID and password to the agency in advance, and to input the ID and password from the terminal of the agency. Was taken.

[0004] However, the conventional system involves many steps, including branch offices and agents, from the time the customer requests the provision of the service to the time the recruiter actually provides the service. Due to the low degree of automation, there was a problem that it was difficult to provide quick service to customers.

[0005] In addition, in recruiter authentication, since the same password registered in advance is used for a long period of time, there is a problem that the password is likely to be shared and there is a risk of being stolen.

[0006]

SUMMARY OF THE INVENTION An object of the present invention is to quickly select an agent in charge of a customer when a request for service is provided from the customer, and secure the authentication of a recruiter belonging to the agent. To provide an agency support system that enables quick service to customers.

[0007]

SUMMARY OF THE INVENTION According to the present invention, in order to support an agency based on personal information provided by a customer, a communication means is provided in an agency support system operated by a product or service provider. Agency selecting means for selecting an agency in charge of the customer according to a predetermined priority using the personal information provided by the customer via the personal information, and belonging to the agency selected by the agency selecting means. Recruiter authentication means for authenticating the recruiter using information transmitted from the recruiter's mobile phone, and support for transmitting support information including the personal information to the recruiter authenticated by the recruiter authentication means. An agent support system characterized by including an information transmitting means.

[0008]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS As one embodiment of the agency support system of the present invention, an insurance agency support system operated by an insurance company which is a provider of goods or services will be described as an example.

FIG. 1 is a block diagram showing an outline of an insurance company agency support system. Referring to FIG.
The outline of the system will be described below. In FIG. 1, a customer 101 requests provision of a product or service with respect to insurance (for example, application for insurance contract or request for materials).
Customer.

[0010] The customer reception center 102 receives, from the customer 101, the customer's personal information (name, date of birth, gender, postal code, address, telephone number, fax number, e-mail address, insurance policy already contracted) through the line 150. In some cases, the center receives the information of the securities number or the like and the request for provision of goods or services, and sends the information to the agency selecting means 103 through the line 151. In addition, 150- of FIG.
The reference number 165 indicates a line, but the “line” in this specification refers to all communication means such as a general telephone line, ISDN, CATV, wireless communication, an in-house LAN, and a private network.

[0011] The customer reception center 102 is specifically composed of a homepage established on the Internet and a call center for receiving voice by telephone. In the case of a homepage established on the Internet, customer 1
01 is your address in the input form on the homepage,
By entering information such as name and pressing the send button, it is possible to apply for an insurance contract or request materials. In the case of a call center, the customer 101 can call the call center and inform the call center staff of the business and necessary information, thereby making an insurance contract application and requesting materials.

The customer 101 can also provide information directly to the branch office 106 of the insurance company through the line 152 without requesting the customer reception center 102 to make a request for provision of goods or services. In this case, the branch office 106 inputs information to the agency selecting means 103 through the line 153. In addition,
When the branch office 106 accesses the agency selecting means 103, it is authenticated by inputting the ID and password of the branch office.

The agency selecting means 103 extracts a postal code from the transmitted information, acquires a public organization code, acquires information on the agency address of the agency from the customer / agency database 110, and A computer that selects an agency by applying an agency selection rule. Here, the public organization code is a code corresponding to the city code in the postal code list issued by the Ministry of Posts and Telecommunications. In the municipal code, a region having a ward is a ward unit, and other regions basically correspond to a municipal unit. The counties correspond to the town and village units corresponding to the lower categories. The agency selection rule is a rule which has a public entity code and / or a postal code in a condition part and includes a conditional statement for selecting an agency when the condition is satisfied. Agency 104 in charge of providing service to customer 101 by applying agency selection rules
Select a candidate. Note that the agency selection rule is registered / changed by the insurance company or the branch office 106. The agency selection rules can be given priorities, for example, according to the ease of geographical access to customers, and when multiple agencies can be selected, candidates are selected according to the priority. You can also decide which agency to use.

The agent 104 here may indicate the head office of the agent or may refer to the branch (branch) of the agent. That is, if the agency is composed of the head office and many branches, the head office or the branch is selected as the person in charge of the customer 101, and if the agent is composed of only the head office, the head office is selected as the person in charge of the customer 101. . In the case where the agent 104 is not a corporate organization but an individual, the agent 104 may be the home or office of the recruiter 105 individual.

The agency selecting means 103 generates a message asking the candidate agency 104 whether or not to be in charge of the customer 101, and transmits the message via the line 154 by e-mail, facsimile, or the like. The information contained in the text transmitted here is limited to the information necessary for the agency to determine whether or not to be in charge of the customer, and includes detailed personal information that hinders the privacy of the customer 101. Not. An example of the sent message is "A man (existing policyholder) at 9-chome Koyama-cho, Chofu-shi, wants to contract for cancer insurance. Would you like to receive a request?" The text can be created in an HTML file, a button for receiving or not receiving a request can be created and embedded, and a response can be transmitted by simply pressing the button.

The agency 104 that has received the information via the line 154 consults with the recruiter 105 to which it belongs (156, 157), decides whether or not to become the agency in charge, and selects the agency via the line 155. The response is transmitted to the means 103.

The recruiter 105 refers to the customer 101 by visiting the customer 101, making a telephone call, explaining a product or service, or sending materials according to the customer's request. The person who promotes the conclusion of the contract of 101.

The agent selecting means 103 receives a response of refusal of charge from the agent candidate, or cancels the selected agent candidate if there is no answer for a predetermined time (for example, 90 minutes), and replaces the agent with a new agent. The store 104 is selected as a candidate agent. Then, the candidate agent 104 generates a message inquiring whether or not to be in charge of the customer 101 and sends the message through the line 154 by e-mail, facsimile, or the like. Repeat until there is a candidate agent to accept. If there is no candidate agent that agrees to be in charge even if it is repeated a certain number of times (for example, three times), the selection of the agent is terminated and the selection is switched to manual selection.

Upon receiving an answer from the agency 104 that agrees to be in charge, the agency selecting means 103 registers information on the charge in the customer / agent database 110. And the agency 104 belongs to the recruiter 105
, A recruiter 105 who is in charge of the customer 101 is selected and notified (156). Recruiter 10 in charge
5 accesses the recruiter authentication means 107 through the line 161 and is authenticated based on the authentication method described later. Only when the authentication is successful, it is possible to access the recruiter support information transmitting means 108 through the line 164 and the approach history managing means 109 through the line 165.

The recruiter support information transmitting means 108 is provided for
The information is retrieved from the agency database 110, the support information for the recruiter 105 is created, and the information is transmitted by e-mail or fax (162). The support information here means detailed information about the customer, such as the customer's insurance history,
All information useful for the recruiter 105 to carry out his / her business, such as information necessary for insurance explanations such as pamphlets. The support information includes URL address information for linking to information such as the customer's insurance history.

The recruiter 105 does not simply receive the sent support information, but also displays a menu listing items such as personal information of the customer and information on approach to the customer from the terminal of the agency, the mobile terminal, and the mobile phone. Access
Necessary information can be searched and received (16
2). The support information includes not only character information but also image information and audio information. For example, the recruiter support information transmitting unit 108 receives the current location of the recruiter 105 on the move, refers to the customer / agent database 110 as appropriate, and stores the recruiter 105 on the mobile terminal or mobile phone of the recruiter 105 on the move. The route to the address of the customer 101 can be sent as map information. Further, the support information can be linked with an external database. For example, when the recruiter 105 is moving, a URL address for referring to a homepage of external map information provided on the Internet can be transmitted. In this way, the recruiter 105 can receive the map information near the address of the customer 101 in real time by receiving the map information and the link information to the homepage by using the mobile phone.

Further, even when the recruiter 105 is traveling by car, the map information can be sent to the car navigation system owned by the recruiter 105. Further, in the case of a car navigation system compatible with the Internet, a route to the address of the customer 101 is displayed on the car navigation system by sending link information such as a URL address for external map information such as a home page on the Internet. Address.

The recruiter 105 receives the support by the support information as described above, and approaches the customer 101 to explain the product, attach an appointment for interview, visit, explain the insurance product, send a pamphlet, and the like (166). .

The approach history management means 109 is a database that receives the authentication of the recruiter authenticating means 107 from the recruiter via the line 161 and records the history of information on the approach of the recruiter 105 sent via the line 165. The database includes the customer name, customer contact information, current status (e.g., making an appointment for the first meeting or promising to sign an insurance contract), probability of signing a contract, and the next schedule (October 2) , An interview at the customer's house, etc.), and information such as a visit memo (there is a request to re-create the quotation and show it again).

The agency 104 can access the approach history management means 109 after being authenticated by inputting the ID and password of the agency (163). Agency 104 refers to the history of the approach,
It monitors what approach the recruiter 105 has taken so far. In addition, the history information of the approach history management means 109 indicates that the branch office 106 or the head office of the insurance company
It can be used as basic data when performing behavior evaluation such as whether or not the behavior of the insurance agent 104 or the recruiter 105 has been concluded.

The customer / agent database 110 is a general term for a customer database for managing information about customers and an agency database for managing information about agents. The customer database and the agency database may be provided separately.

FIG. 2 shows the recruiter authentication means 107 of FIG. 1 in detail.
Matches 7. This will be described below. Recruiter 105 is on line 16
1 to access the automatic response means 202.

The automatic response means 202 receives an input from the cell phone of the recruiter 105 through the line 161 and automatically responds to authenticate whether the cell phone of the recruiter is really used by the recruiter. It is a system that issues a disposable password if successful. Specifically, using the function of notifying the sender's phone number of the mobile phone, a function of acquiring the sender's phone number of the recruiter's mobile phone is provided,
Recruiter I by sending voice or image information including a message such as "Please enter ID" to the mobile phone
It has a function of prompting the input of D and receiving the recruiter ID input by the recruiter from the mobile phone in response to the input (161).
Then, the recruiter authentication database 203 is searched (25
1, 252) to check whether the same set of the received recruiter ID and the acquired source telephone number is included in the registered set of the valid recruiter ID and the mobile phone number. It has a function to do. The recruiter ID may be registered in the form of the recruiter who has already stopped for convenience of management. In such a case, the recruiter authentication database 203 stores data indicating that the recruiter qualification is invalid. Is not considered as a valid recruiter ID, and the verification fails.

If the verification is successful, a function of issuing a disposable password valid only for a specified period (for example, 24 hours) and transmitting the password to the recruiter by voice or image information via the line 161; The authentication database 203 has a function of recording a set of the recruiter ID and the issued disposable password, and the date and time of issuance of the right disposable password. When the collation fails, a function is provided for prompting re-entry of the recruiter ID by transmitting voice information or image information to the mobile phone (161). If the verification fails more than a certain number of times (for example, three times), there is a high possibility that the mobile phone owned by the recruiter is being used by anyone other than the recruiter. The issuance of a one-time password will be suspended for access from the telephone number of, and it will be treated as an accident.

As the disposable password, several-digit numbers or alphanumeric character strings are used. The disposable password is generated using a random number, a mathematical formula, or the like, but can also be generated using information input by the recruiter.

The recruiter authentication database 203 stores a set of a recruiter ID, a telephone number of a recruiter's mobile phone corresponding to the right recruiter ID, a disposable password corresponding to the right recruiter ID, and a right-disposable password. This is a database that records the date and time of issue. Before the one-time password is issued, the one-time password and the date and time of the issuance are blank. Table 1 shows an example of data stored in the recruiter authentication database.

[0032]

[Table 1]

The time-authentication means 204 determines that the recruiter has a line 161 from a portable terminal, PDA, personal computer, or the like.
The authentication means is accessed by using a password, and receives the input of the recruiter ID and the disposable password set from the recruiter (16
1) Referring to the recruiter recognition database 203, whether the input recruiter ID and disposable password pair is included in the pair stored in the recruiter recognition database 203 and issuing the disposable password From the specified time. Regardless of the order of collation of the recruiter ID and the disposable password pair and the determination of whether the disposable password is within the specified time from issuance,
Both may be performed simultaneously. If both are affirmed, a pass is output as the authentication result.

FIG. 3 is a flowchart of the recruiter authentication means described above. Using the function of notifying the caller telephone number of the mobile phone, the caller obtains the caller telephone number of the recruiter's mobile phone, receives the recruiter ID entered by the recruiter from the mobile phone (301), and receives the recruiter. It is checked whether the set of the ID and the acquired source telephone number is in the set of the valid recruiter ID and the mobile phone number registered in the recruiter authentication database 203 (302), and the check is successful. In this case, a one-time password is issued (303). If the verification fails, it is determined whether or not the failure has occurred three times or more (30).
7) If the number of failures is two or less, the re-entry of the recruiter ID is prompted, and if the number of failures is three or more, a disposable password is not issued (304).

If the verification is successful, the timed authentication means 204
As a result, the set of the recruiter ID and the disposable password is input from the recruiter (305), and the input set of the recruiter ID and the disposable password is stored in the recruiter recognition database 20.
3 and whether the disposable password is within a specified time from issuance (3).
06). If both are affirmed, a success is output as an authentication result (308), and if either is denied, a failure is output as an authentication result (309).

Note that, when the disposable password is issued, if the collation fails three times, the service from the mobile phone number cannot be used thereafter. Further, if the recruiter ID and the disposable password fail to match three times after the issuance of the disposable password, the service from the recruiter ID cannot be used thereafter. However, you can resume using the service by contacting the insurance company's service center window.

[0037]

As is apparent from the above description, according to the present invention, when a customer requests a service, an agent in charge can be promptly selected. In addition, since a disposable password that becomes invalid after a specified time is issued by using the source telephone number of the mobile phone, the same password is not used for a long period of time, and the security of recruiter authentication is improved.

Further, even if the recruiter is traveling by car, there is an effect that information about the customer can be obtained and prompt response can be made. As described above, prompt and safe service can be provided, and there is an effect that customer satisfaction is increased.

[Brief description of the drawings]

FIG. 1 is a system block diagram showing an outline of an insurance company agency support system according to an embodiment of the present invention.

FIG. 2 is a system block diagram schematically showing a recruiter authentication unit of the insurance company agency support system according to one embodiment of the present invention.

FIG. 3 is a flowchart of a recruiter authentication method of the insurance company agency support system according to one embodiment of the present invention.

[Explanation of symbols]

 101 customer 102 customer reception center 103 agency selection means 104 agency 105 recruiter 106 branch 107 recruiter authentication means 108 recruiter support information transmitting means 109 approach history management means 110 customer / agent database 150-165 line 166 approach 201 recruitment Person authentication means 202 Automatic response means 203 Recruiter authentication database 204 Timed authentication means 251-252 Line

Continued on the front page (72) Inventor Katsunori Mieno 2-1-1 Nishi Shinjuku, Shinjuku-ku, Tokyo Shinjuku Mitsui Building American Family Life Assurance Company of Columbus Japan branch office

Claims (4)

[Claims] 1. An agency support system operated by a product or service provider to assist an agency based on personal information provided by the customer, the agency providing system provided by the customer via communication means. Agency selection means for selecting an agency in charge of the customer according to a predetermined priority using the personal information, and transmitted from a mobile phone of a recruiter belonging to the agency selected by the agency selection means. Recruiter authentication means for authenticating the recruiter using the information, and the recruiter authenticated by the recruiter authentication means,
A support information transmitting unit that transmits the support information including the personal information. 2. The agency support system according to claim 1, wherein the agency selecting means selects an agency in charge of the customer using a zip code of the customer. 3. The recruiter authentication means, wherein the recruiter authentication means stores a set of a recruiter ID and a source telephone number of a mobile phone, the recruiter ID input from the recruiter mobile phone, and the recruiter ID. Issuing a disposable password to be paired with the recruiter ID when the set of source telephone numbers exists in the set of valid recruiter ID and source phone number stored in the recruiter authentication database Automatic response means to
3. The agency support according to claim 1, further comprising a timed authentication unit that authenticates the recruiter when the set of the recruiter ID and the disposable password is input within a specified time from the issuance of the disposable password. 4. system. 4. The support information transmitting means includes map information indicating a route to a customer's address and / or link information for browsing map information on the Internet for a moving recruiter. 4. The agency support system according to claim 1, wherein the support information is transmitted.