JP2003016275A - System and program for automatically showing financial article - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a system and a program for automatically showing financial article, with which various kinds of financial articles can be showed to a user. SOLUTION: In this automatic financial article showing system, when access from the user through a telephone line 14 is detected, a plurality of pieces of question information are read out of a question database 18 at random by a financial article showing device 16 and given to the user, attributes are specified on the basis of an answer to the question, and correspondent article information is read of an article database 17 on the basis of the combination of specified attributes and reported to the user.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a financial product automatic guidance system for guiding products through communication with users, and more particularly to a financial product guidance system and program capable of guiding various products.

[0002]

2. Description of the Related Art In financial institutions such as securities companies that handle financial products, automatic guidance services for products by telephone are provided. In this system, an automatic guidance system asks a question to a customer who calls a call center, and based on the content of the response to the question, the customer is guided about a financial product that meets the customer's needs. In addition, the automatic guidance system,
It is realized by a computer connected to a telephone line.

Conventional automatic telephone guidance of financial products is
When a user accesses the call center, the automatic guidance system provided in the call center asks the user a question according to a fixed flowchart, and specifies the next question based on the response content of the question from the user. repeat. Then, when the question is finished, the product is identified by the route of the flowchart and the product is guided to the user.

[0004]

However, the above-described conventional automatic financial product guide system has a problem that various products cannot be sufficiently guided. For example, the number of financial instruments registered in the system may exceed 100 or more. In such a case, in the conventional fixed flow chart, the question to be asked is specified by the response content, so that the question and the product to be guided are patterned, and it is difficult to sufficiently guide various products. It was

The present invention has been made in view of the above circumstances, and provides a financial product automatic guidance system and program capable of guiding various products to a user and easily performing an update operation. With the goal.

[0006]

DISCLOSURE OF THE INVENTION The present invention for solving the above-mentioned problems of the prior art is, in a financial product automatic guide system, a question database storing a plurality of question information whose attributes are determined by the contents of a response, and an attribute database. A product database that stores multiple items of product information specified by a set, and multiple question information items are randomly asked from the question database in response to user access. A financial product guide device for identifying information and notifying the user of the information is provided, and various products can be guided to the user.

Further, in the program used in the automatic financial product guidance system of the present invention, the access detecting means for detecting the access of the user, and the question information for randomly reading a plurality of question information from the question database after the detection by the access detecting means. Read-out means, response content acquisition means for acquiring and storing the response content to the question asked,
The attribute information is determined from the response content acquired by the response content acquisition unit, the attributes are rearranged, and the product information reading unit that reads the corresponding product information from the product database based on the combination of attributes, and the read question information or It is characterized in that it is provided with a notification means for notifying product information, and can guide various products to the user.

[0008]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described with reference to the drawings. The financial product automatic guidance system according to the embodiment of the present invention prepares a plurality of question information whose attribute value is determined by the response content and a plurality of product information specified by the set of attribute values, respectively, for user access. Multiple questions information at random and specify product information based on the response contents to these questions information,
Notify users of relevant product information.

The configuration of the financial product automatic guide system according to the embodiment of the present invention will be described with reference to FIGS. 1 and 6. FIG. 1 is a configuration block diagram of a financial product automatic guidance system according to an embodiment of the present invention. In addition, FIG.
FIG. 3 is a configuration block diagram of a financial product guide device 16 in the automatic financial product guide system according to the embodiment of the present invention. As shown in FIG. 1, a financial product automatic guidance system (hereinafter, this system) according to an embodiment of the present invention includes a financial product guidance device 16 and a product database (product DB) 1.
7 and a question database (question DB) 18 basically. The system will be installed in a call center.

The financial product guide device 16 is a switch 15
Via the telephone line 14 to the fixed telephone 11 and the base station 13. In addition, the financial product guide device 16
Is connected via a communication line to a shipping and aggregation device 19 that performs shipping processing.

Next, the configuration of each part of this system will be described. After detecting the access from the user (customer) through the telephone line 14, the financial product guidance device 16 asks the question D.
A plurality of question information items stored in B18 are read out, and the question is given to the connected users. The financial product guidance device 16 reads the question information and issues the question a specific number of times. Further, the financial product guidance device 16 reads the corresponding product information from the plurality of product information stored in the product DB 17 based on the user's response contents to the plurality of questions, and notifies the user.

As shown in FIG. 6, the financial product guide device 16
The control unit 20 includes a control unit 20 that controls the operation of the system, a memory unit 25 that stores the system program and various data, and an interface unit (I / F unit) 30 that has a telephone line communication interface. .
The control unit 20 of the financial product guidance device 16 reads the program from the memory unit 25 and controls the operation of the product guidance.

The program operating on the financial product guide device 16 is an access detecting means 2 for detecting the access of the user.
1, a question information reading unit 28 that reads question information from the question DB 18, a response content acquisition unit 22 that obtains response contents to the question information that has been asked, and a product information reading unit that reads product information from the product DB 17 based on the response contents. 27, notification means 23 for notifying the user of question information and / or product information, and control means 29 for controlling each means and the memory unit 25.

Further, the memory unit 2 of the financial product guide device 16
5 stores information (customer information) about a specific registered customer. The customer information includes the customer's telephone number, etc., and the financial instrument guide device 16 uses the access detection means 21 in the program to compare the telephone number notified by the user's access with the customer information. , It is determined whether the customer is a registered customer. The customer information includes, in addition to the telephone number, the customer's name, address, customer's taste, and the like.

The product DB 17 stores information (product information) of products targeted for product guidance for each product type,
In response to the reading process from the financial product guidance device 16, the designated product information among the stored product information is provided to the financial product guidance device 16.

The question DB 18 stores information about questions to be asked to the user (question information).
In response to the reading process from 6, the designated question information of the stored question information is provided to the financial product guide device 16. In this system, the financial product guide device 16 may be configured to include a product DB 17 and a question DB 18.

Next, the contents of the product information and question information used in this system will be described with reference to FIGS. 2 is a diagram exemplifying the data content of product information stored in the product DB 17, and FIG. 3 is a question DB 1
9 is a diagram illustrating an example of data content of question information stored in FIG.

In FIG. 3, each question information includes, in addition to question content data (not shown), attributes determined for each question type and response content (hereinafter, response attribute). The type of question is classified into a fixed question (fixed) that is always given to the user and a variable question (variable) that is arbitrarily given to the user.

A specific example of the fixed question is "Have you ever bought a stock investment trust?" (Question about investment experience as compatibility information), "I'm interested in investment trusts with built-in stocks. Is there any? ”(Question to ask about product attributes as fund information). Specific examples of variable questions are "Are you interested in a fund with a nickname?" (Question to ask about product content as fund information), "Do you want a fund that does not charge sales fees?" (Question about product content as fund information) Questions) etc.

As the response attribute, specific attribute information corresponding to the response (YES or NO) to the question asked is set. The specific attribute information is an attribute value (a combination of attributes 1, 2, 3, 4 and O or X) for identifying a financial product. For example, with respect to the response to the question 3 (variation), the attribute value is determined to be "attribute 1- ○" when YES and "attribute 1-X" when NO.

In FIG. 2, each merchandise information includes, in addition to the content data (not shown) of the merchandise, the type of merchandise and information for identifying the merchandise (commodity identification information). As types of products, for example, product A is MMF and product B is public and corporate bond investment trust. Further, the product identification information is a set of a plurality of attribute values. For example, product A
In the case of (MMF), "attribute 1 ○, attribute 2x, attribute 3 ○,
The product is specified by "attribute 4 ○".

The present system is characterized in that a product to be guided is specified based on a set of attribute values (response attribute result) specified by the contents of responses to a plurality of questions. In the response attribute result, the attribute values specified by the response content are rearranged in the order of attributes 1 to 4. The financial product guidance device 1 is provided when performing product guidance based on the specified attribute value.
6 refers to the product identification information of each product using the response attribute result, selects and reads out the corresponding product from the product DB 17, and notifies the user of product guidance.

In this system, the content data of the question in the question information includes the voice data of the question. Further, the content data of the product in the product information includes voice data for product guidance. In this system, when notifying a question or a product guide, a voice notification is performed using these voice data.

Next, the operation of this system in the product guidance will be described with reference to the drawings. The user has a fixed-line telephone 11
From the telephone line 14 or from the mobile phone 12 to the call center via the base station 13 and the telephone line 14, the transmission signal is input to the financial product guide device 16 in the call center through the exchange 15. It In the financial product guide device 16, the access detection means 21 detects the access of the user from the transmission signal input via the I / F unit 30, and secures the voice communication with the user. Thereafter, this system enables voice communication with the user.

Further, the access detecting means 21 compares the information of the telephone number of the user who is the source of the notified telephone number with the telephone number in the customer information when the voice communication is secured, and registers the registered customer. It is determined whether or not. If the notified telephone number is included in the customer information, the access detection means 21
Read some or all of the relevant customer information,
It is stored in the memory unit 25 as access customer information.

When the user's access is detected by the access detecting means 21, the financial instrument guide device 16 causes the question information reading means 28 to access the question DB 18 and read the stored question information. Hereinafter, the question method in this system will be described with reference to FIGS. 4 and 5. FIG. 4 is a flow chart of product guidance in this system, and FIG. 5 is a diagram showing a state of product identification by attributes in this system. The question information reading means 28 first selects and reads question information which is a fixed question from the question DB 18 and stores it in the memory unit 25. In the flowchart of FIG. 4, first, question 1 is selected from the fixed question information and read.

When the question is read, the financial instrument guide device 16 issues a question to the user by the notifying means 23 (S1). Specifically, the question contents data included in the question information is given by voice notification via the I / F unit 30. After the question is given to the user, the financial instrument guidance device 16 waits for a response to the question for a certain period of time, and when there is a response from the user, the response content acquisition unit 22 acquires the response content (YES or NO), and the memory unit 25. Remember. Various methods may be set for the user's response method, such as a method of pressing a prescribed button with a touch-tone phone.

Next, in the financial product guide device 16, the product information reading means 27 specifies the attribute value based on the response contents stored in the memory section 25. In specifying the attribute value, the product information reading means 27 has the memory unit 25.
The response attribute in the question information stored in is referred to. In the flowchart of FIG. 4, the user responds to question 1 with YE.
In this example, the response of S is returned. From FIG. 3, when the answer to question 1 is YES, the product information reading means 2
7 identifies the attribute value as "attribute 2- ○" and stores it in the memory unit.

When the attribute value is specified by the question 1, the question information reading means 28 next randomly selects and reads the question information which is a variable question from the question DB 18, and stores it in the memory unit 25. In FIG. 4, question 3 is selected and read. Similarly to the case of question 1, the financial instrument guide device 16 notifies the user of the question read by the notification means 23 (S2), and the response content acquisition means 22.
Then, the response content is acquired and stored in the memory unit 25, and the product information reading means 27 specifies the attribute value based on the response content and stores it in the memory unit 25. In Figure 4, question 3 is N
Since it is an example that the response of O is returned, from FIG.
The product information reading means 27 stores the attribute value of “attribute 1−x” in the memory unit 25.

Next, the question information reading means 28 of the financial instrument guide device 16 selects and reads the question 4 from the remaining variable questions, and the notifying means 23 presents the question to the user (S).
3). In FIG. 4, since the answer to the question 4 is YES, the merchandise information reading means 27 indicates that the attribute value of “attribute 2-x” is stored in the memory unit 2 from FIG.
Store in 5. In this system, the above-mentioned variable question is repeatedly asked until the total number of questions is one before the specific number. In this system, a specific number of times is set to 4 and questions are asked.

When a plurality of question information items, which are variable questions, are randomly given, question information different from the question information given up to that point may be selected and provided. That is, when the question information of the variable question is selected and read, the question information of the variable question excluding the question information already selected for the same user may be randomly selected and read.

When the number of questions to be asked reaches one before the specific number, the question information reading means 28 selects and reads the question information of the remaining fixed question from the question DB 18 as the last question, and reads it into the memory unit 25. Remember. In FIG. 4, question 2 is selected and read. The notification means 23 of the financial product guide device 16 issues the question 2 in the manner described above (S4). The response content acquisition unit 22 acquires the response content, and the product information reading unit 27 specifies the attribute value. Since FIG. 4 shows an example in which a YES response has been returned, from FIG.
The attribute value “− ◯” is stored in the memory unit 25. Since the number of questions has reached the specific number, the financial product guidance device 16 ends the question to the user.

When the question is finished, the financial instrument guide device 16
Is stored in the memory unit 25 by the product information reading means 27.
Sorts the specified attribute values stored in
Get the response attribute result. Next, the product information reading means 28
Accesses the product DB 17, selects and reads product information that matches the response attribute result, and stores it in the memory unit 25 (S5). In FIG. 5, the response contents and attribute values for each question are as shown in the upper row. In FIG. 5, the attribute value relating to the attribute 2 is specified by the responses to the question 1 and the question 4, but the product information reading means 27 determines that it is “attribute 2-x” by the response to the question 4 that is given later. Identify. The response attribute results shown in the middle part of FIG. 5 are obtained by rearranging the identified attribute values. As for attribute 4, the attribute value is not determined because the attribute value is not specified by the response content of the question.

The product information reading means 27 is a product DB 1
From the product information in 7, the product information whose product identification information matches the response attribute result in the middle part of FIG. 5 is selected and read. At this time, the merchandise information reading means 27 ignores the response attribute result, even if the response attribute result includes an undetermined attribute, and performs selection. As shown in FIG. 2, except that the attribute 4 is undecided, the response attribute result matches the product identification information of the product B, so the product information reading unit 27 reads the product information about the product B and stores it in the memory. It is stored in the unit 25.

Next, the financial product guide device 16 notifies the notification means 2
According to 3, the user is notified of the product guide of the read product (S6). Specifically, the read product information, that is, the product content data of the product information about the product B is notified by voice.

Upon notifying the product guide, the financial product guide device 16 carries out a process of sending out materials (S7). Specifically, the notification means 23 notifies the user of the notification of whether or not there is a request for material for the notified product, and if there is a response from the user, the response content acquisition means 22 is used to store the response content in the memory unit 25. Remember. Therefore, at this point, at least the product information, the information about whether or not a material request is made for the product information, and the access customer information if the user is a registered customer are stored in the memory unit 25.

In the financial product guide device 16, if there is a response to the request for material, the notification means 23 causes the memory unit 2 to operate.
5, the access customer information, the product information, and the information regarding the presence or absence of a material request regarding the product information are read out,
It is transmitted to the shipping and aggregation device 19.

If the user is a customer who has been registered in advance, the shipping and aggregating apparatus 19 recognizes the above-mentioned transmitted information by linking them, makes a list of these information, and outputs it to a printer or the like. The material shipping source can ship the desired product information to the user based on the list. This is the end of the operation of the product guidance of this system.

In the present system, when the user is a customer who is registered in advance, each data stored in the memory unit 25 by the above-described operation in the financial product guide device 16 and the customer's access to the system. The record may be stored in the memory unit 25 as contact information. The stored contact information can be utilized as marketing information such as product guidance tendency.

As described above, according to the present system, a plurality of question information whose attribute value is specified by the response contents and a plurality of product information specified by the set of attribute values are prepared respectively, and the user's access to the question information is prepared. , Randomly read the question information and set the question, identify the attribute value based on the response content to the question, sort the obtained attribute values, identify the product information by the response attribute result, and notify the relevant product guide By doing so, various questions are asked to the user, and products are variously specified depending on the response contents, so that there is an effect that various products can be guided.

Since the customer, who is the user, is asked different questions each time he / she accesses and various products are guided, it is possible to improve the motivation of the customer to access, and thus, the opportunity to contact the customer. There is an effect that can be increased.

Further, by randomly reading out a question and asking a question, the system relating to the product information or the question information is updated by registering or deleting the product information or the question information. Therefore, there is an effect that the time and labor of the update work can be reduced and the update work can be easily performed.

Next, another first and second examples of this system will be described. In another first example of the present system, an upper limit number of questions is set in the financial product guide device 16, and the question is posed within the upper limit number of questions. At this time, the question information reading means reads the question from the question DB 18 within the set upper limit number of times. The product information reading means constantly monitors the response contents to the question that has been asked, and also monitors the product information in the product DB 17 every time the response contents of the question are returned.

When the product information corresponding to the response attribute result obtained based on the response contents is specified by the above-mentioned monitoring, the product information reading means reads the product information and asks the question information reading means for the question information. Outputs an instruction to stop reading. The question information reading means, even if the number of times the question information is read is within the upper limit,
The reading of the question information is stopped by a stop instruction from the product information reading means. After that, the product guide is notified by the notification means, and the user is notified of the product guide.

As described above, according to another first example of the present system, the upper limit of the number of questions is defined, and the question is stopped when the product is specified. In addition to the effect in (1), there is an effect that it is possible to shorten the time until product guidance and improve the convenience to the customer, so that it is possible to increase the chances of contact with the customer.

In another second example of the present system, the question information is classified and stored in the question DB 18 for each group, and the question information reading means of the financial product guide device 16 is a customer who is registered in advance. For the access, the corresponding group is selected and the question information belonging to the group is read.

For example, in the case of a registered customer, when the customer information indicates age, sex, other preferences, etc.,
The question information excluding the questions relating to these may be grouped and stored, and the question information reading means may read the question information from a group corresponding to an access from a registered customer.

As described above, according to another second example of the present system, question information is classified and stored in units of groups, and a specific customer is responded to by an access from a registered customer. Since the group information is selected and the question information that belongs to the group is set, the useless questions for registered customers can be omitted in addition to the effect of this system, and product guidance time can be saved. Since the time can be shortened, the convenience for the customer is improved, and the opportunity for contact with the customer can be increased.

The present system guides financial products by voice notification, but also supports notifications other than voice, for example, notifications by characters or images. For example, if the access from the user is made via the Internet using a PC or a mobile phone, the product guide in text or image is sent via the Internet to the WWW (WorldWid
e Web) or Internet connection service, it is possible to provide a lot of information in detail and clearly. At this time, this system has a WWW server function. In addition, in the product information via the Internet,
The question content data and the product content data are character data or image data instead of voice data.

As a method of identifying a customer, an ID number is registered for each customer as customer information, a question is asked to prompt the user to enter the ID number, and it is determined whether or not the customer is a registered customer. May be used.

[0051]

According to the present invention, a question database storing a plurality of question information whose attributes are determined by the content of a response, a product database storing a plurality of product information specified by a combination of attributes, and a user's access On the other hand, a plurality of question information is randomly provided from the question database, the corresponding product information is identified from the product database according to the plurality of response contents to the question, and the financial product guide device is provided for notifying the user. Since the guide system is used, there is an effect that various products can be guided to the user and updating work can be easily performed.

According to the present invention, there is provided a program for use in a financial product guide device, comprising: access detecting means for detecting access by a user; and after detection by the access detecting means,
A question information reading unit that randomly reads a plurality of question information from the question database, a response content acquisition unit that acquires and stores the response content to the question that has been asked, and an attribute is determined from the response content acquired by the response content acquisition unit. The attribute information is rearranged, and the product information reading unit that reads the corresponding product information from the product database based on the combination of the attributes and the notification unit that notifies the read question information or product information are provided. Therefore, there is an effect that various products can be guided to the user and the updating work can be easily performed.

[Brief description of drawings]

FIG. 1 is a configuration block diagram of a financial product automatic guidance system according to an embodiment of the present invention.

FIG. 2 is a diagram showing an example of product information registered in a product database 17.

FIG. 3 is a diagram exemplifying question information registered in a question database 18.

FIG. 4 is a flowchart of product guidance in the financial product guidance system according to the embodiment of the present invention.

FIG. 5 is a diagram showing a state of product determination based on attributes in the financial product guidance system according to the embodiment of the present invention.

FIG. 6 is a configuration block diagram of a financial product guide device 16 in the financial product guide system according to the embodiment of the present invention.

[Explanation of symbols]

11 ... Fixed-line telephone, 12 ... Mobile telephone, 13 ... Base station, 14 ... Telephone line, 15 ... Exchange, 16 ... Financial product guide device, 17 ... Product database, 18 ... Question database, 19 ... Shipment aggregation device, 20 ... Control 21 ... Access detection means, 22 ... Response content acquisition means, 23 ... Notification means, 25 ... Memory section, 27 ...
Product information reading means, 28 ... Question information reading means, 29 ... Control means, 30 ... Interface section

Claims (6)

[Claims] 1. A question database that stores a plurality of question information whose attributes are determined by response contents, a product database that stores a plurality of product information specified by the set of the attributes, and A plurality of question information is randomly provided from the question database, and corresponding product information is identified from the product database according to a plurality of response contents to the question, and a financial product guide device for notifying the user is provided. Financial product automatic guidance system. 2. The financial instrument guide device issues specific question information at the beginning and at the end so that the question information is provided a specific number of times, and then a set of attributes obtained from a plurality of response contents to the question is given. The financial product automatic guidance system according to claim 1, wherein the product information is specified when all or part of the set of attributes for specifying the product information matches. 3. The automatic financial instrument automatic system according to claim 1, wherein the financial instrument guide device defines a maximum number of questions to be asked, and the financial instrument guide device issues a question within the maximum number of questions. Information system. 4. Customer information is registered in the financial product guide device, and when the user accesses the financial product guide device, the financial product guide device identifies the customer to whom the user is registered based on the customer information. It is for determining whether or not there is, and a plurality of question information items are classified and stored in groups in the question database.
4. If the customer is registered according to the determination, a group corresponding to the customer is selected, and question information belonging to the group is provided, and the financial product automatic guidance according to claim 1. system. 5. Customer information is registered in the financial product guide device, and when the user accesses the financial product guide device, the financial product guide device identifies the customer to whom the user is registered based on the customer information. If the customer is registered by the determination, the financial product guidance device, after notifying the product information, sends the material for the product notified based on the customer information. The financial product automatic guidance system according to any one of claims 1 to 4. 6. A program used in a financial product guide device, comprising: access detection means for detecting access by a user; and a question for randomly reading a plurality of question information from a question database after detection by the access detection means. Information reading means, response content acquisition means for acquiring the response content to the question that has been asked, attribute is determined from the response content acquired by the response content acquisition means, the attributes are rearranged, and a combination of the attributes is obtained. A program, comprising: a product information reading unit that reads corresponding product information from a product database based on the product information; and a notification unit that notifies the read question information and / or product information.