JP2003242161A - Claim data processing system, claim data processing method, program, and recording medium - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a claim data processing system and the like effective for dealing with claims. <P>SOLUTION: This claim data processing system 10 performs classification of claim data and the like, and the classified results are outputted. For example, the classified results may be displayed on a display unit of the claim data processing system 10, or may be transmitted to a terminal communicating with the claim data processing system 10 and displayed on the terminal. Thus, the classified results can be provided to concerned parties and shared among the concerned parties. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

TECHNICAL FIELD The present invention relates to a claim data processing system, a claim data processing method, a program and a recording medium.

[0002]

2. Description of the Related Art In the conventional processing of complaints (complaints, cautions, etc.), since each person in charge dealt with each complaint independently, etc., the actual condition of the complaint was grasped and the complaint was effectively dealt with. There was a problem in terms of.

[0003]

Therefore, it is considered effective to deal with complaints if it is possible to put the complaint data into a database and provide the result of classification of the complaint data. It is also considered effective to deal with complaints by sharing the classification results among related parties.

An object of the present invention is to provide a complaint data processing system and the like which is effective in dealing with complaints.

[0005]

In order to achieve the above object, a claim data processing system according to the present invention is a claim data processing system for classifying claim data and outputting the classified result. Classification information storage means for storing information, claim data input means for inputting the claim data, classification means for classifying the claim data using the classification information, and classification result output for outputting the classification result And means.

[0006] Here, the classification result output means may output, for each category of the classification, the number of claim data included in the category.

Here, the claim data processing system further comprises additional information input means for inputting additional information to each category of the classification, and the classification result output means corresponds to each category of the classification. The additional information may be output.

Here, it is assumed that the additional information includes information on at least one of an issue, a proposal, an opinion hearing unit, a department in charge, a priority, a degree of realization, a schedule, and a progress corresponding to each category. can do.

Here, the claim data processing system may further include a selection information storage unit that stores selection information, and a selection unit that selects the claim data using the selection information. it can.

Here, the claim data processing system may further include an analysis means for analyzing the claim data and an analysis result output means for outputting a result of the analysis.

Here, the analysis may include analysis by text mining and / or analysis by data mining.

Here, the claim data processing system may further include a search means for searching the claim data and a search result output means for outputting a result of the search.

Here, the claim data may be claim data relating to a credit card.

The claim data processing method according to the present invention is
A claim data processing method in a claim data processing system, comprising a classification information storage unit for storing classification information, classifying complaint data, and outputting the classification result, wherein the complaint data inputting step inputs the complaint data. And a classification step of classifying the claim data using the classification information, and a classification result output step of outputting a result of the classification.

A program according to the present invention is a program for causing the claim data processing system to execute the claim data processing method.

A recording medium according to the present invention is a computer-readable recording medium recording a program for causing the claim data processing system to execute the claim data processing method.

According to the above configuration, it is possible to provide a complaint data processing system or the like which is effective in dealing with complaints.

[0018]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described in detail below with reference to the drawings.

FIG. 1 is a diagram showing a configuration example of a communication system in the embodiment of the present invention. The communication system shown in FIG. 1 includes a complaint data processing system 10, a call center system 81, and terminals 91 to 94. The complaint data processing system 10 is connected to a call center system 81. Further, the terminals 91 and 92 can communicate with each other via the network 1, and the terminals 93 and 94 can communicate with each other via a LAN (local area network) 2. The network 1 may include the Internet, a mobile phone network, or the like.

The complaint data processing system 10 classifies complaint data (in this embodiment, complaints about credit cards) and outputs the result of the classification. The results of classification and the like may be displayed on the display device of the complaint data processing system 10, or may be transmitted to a terminal communicating with the complaint data processing system 10 and displayed on the terminal. Good. As a result, the results of classification and the like can be provided to relevant parties and shared among the relevant parties.

It is possible that the complaint is transmitted from the customer to the call center by telephone. The call center inputs the complaint data into the call center system 81, and the inputted complaint data is transmitted to the complaint data processing system 10. It is also possible that the complaint may be sent by letter or the like. In that case,
The content of the complaint is the complaint data processing system 10
You can enter with. It is also possible that the complaint is sent from the terminal by e-mail or the like. In that case, the claim data may be converted or modified by the claim data processing system 10 as necessary.

FIG. 2 is a diagram showing a configuration example of the complaint data processing system in this embodiment. The claim data processing system 10 shown in FIG. 2 can take the form of a personal computer, a workstation, or the like,
A CPU (central processing unit) 12, a main storage device 14, an auxiliary storage device 16, a network interface 18, an input device 20, a display device 22, and a printing device 24 are provided.

The CPU 12 controls the complaint data processing system 10 in various ways. The main storage device 14 is composed of a RAM and a ROM and stores various programs, various data, and the like. The auxiliary storage device 16 can take the form of a hard disk, a floppy (registered trademark) disk, an optical disk, or the like, and stores various programs, various data, and the like. The input device 20 is composed of a keyboard, a mouse, and the like. The display device 22 is used to display various data and the like. The printing device 24 prints various data and the like.

The CPU 12 is a control program such as an OS (Operating System) stored in the main memory 14, a program for classifying complaint data, WWW (World Wi).
de Web) Process based on the program etc. for realizing the function as a server. As a result, the complaint data processing system 10 and the terminal (for example, the terminals 91 to 94) in which the browser program is installed are connected to the HT.
Communication is performed based on TP (Hyper Text Transfer Protocol), and the user of the terminal can input and browse various data on the web page of the complaint processing system 10. These programs are floppy (registered trademark)
It can be recorded in a recording medium such as a disk, a CD-ROM, an optical disk, etc., and can be read by the main storage device 14, a hard disk, etc. before execution and executed.

The complaint data processing system 10 includes a network interface 18 and a network, LA.
It is possible to communicate with other systems or terminals via N or the like.

The call center system 81 and the terminals 91 to 94 can also be in the form of personal computers, workstations, etc., similarly to the claim processing system 10, and can have the same configuration as that shown in FIG. . In addition to fixed terminals, the terminals 91 to 94 may be in the form of mobile terminals (for example, mobile phones, PHSs, and combinations of these with mobile computers).

FIG. 3 is a functional block diagram of the complaint data processing system in this embodiment.

The complaint data input section 32 inputs complaint data. Input the complaint data using the input device 2
0 or call center system 8
Alternatively, it may be performed by receiving data from the terminal 1 or the terminal.

FIG. 4 is a diagram showing an example of inputted complaint data. The free message is the specific content of the complaint. The important code is a number indicating the degree of importance of the claim. For example, 0 is usually defined as 1, 1 is caution, and 2 is fairly strong caution. Gender, age, etc.
Based on the membership number, a database that manages the attributes of credit members may be inquired and acquired.

In the present embodiment, in order to narrow down the objects of classification, analysis, etc. to only important complaints, the sorting unit 34 uses the sorting information stored (stored) in the sorting information database 62 to use the complaint data. Are being sorted. However, it is possible not to perform selection.

FIG. 5 is a diagram showing an example of selection information.
In the example shown in FIG. 5, the sorting information is set so as to sort the claim data in which the important code is 1 or 2 or the free message includes the specific keyword shown in FIG. Considering the example of FIG. 4, the first claim data (with an important code of 2) is selected, but the second claim data (with an important code of 0) is not selected. Claim data processing system 10
The user (administrator) of can input the selection information via the information input unit 54. To enter the sorting information,
It can also be performed from a remote terminal that communicates with the complaint data processing system 10.

The classified complaint data is classified into the large classification section 3
6, the information is classified using the large classification information stored in the large classification information database 64.

FIG. 6 is a diagram showing an example of large classification information. In the example of FIG. 6, keywords related to the category are set for each category. For example, the claim data can be classified based on whether the claim data includes any of such keywords.
Further, the keywords may be weighted and then classified. For claim data that does not belong to any of the categories, it may be considered to be in the "other" category. The user of the complaint data processing system 10 can input the information for large classification through the information input unit 54. The classified complaint data is stored in the first complaint database 66.

FIG. 7 is a diagram showing an example of classified complaint data. FIG. 7 shows an example in which the first complaint data of FIG. 4 is classified into the category of “inquiry amount inquiry”.

The classified complaint data is analyzed by the analysis unit 38.
Is analyzed in. In this embodiment, text mining analysis and data mining analysis are performed. In text mining analysis,
Qualitative analysis, specifically cluster analysis that classifies documents and extracts characteristic words, principal component analysis that analyzes the relationship of a certain word with other words, correlation that analyzes the correlation between documents Distribution characteristics analysis, category classification (analysis) for document classification, etc. are performed. Data mining analysis can be performed quantitatively to find out, for example, that there are few claims of this type recently, and that a certain generation has many such claims. Analysis result output unit 40
Outputs the result of the analysis.

Further, the (large) classified complaint data is further (small) in the small classification part 42 using the small classification information stored in the small classification information database 68.
being classified. As the small classification information, for example, it is possible to set a keyword or the like for each (small) classification category as shown in FIG. The user of the complaint data processing system 10 can input the information for subclassification through the information input unit 54. At that time, the analysis result of the complaint data can be referred to. The (small) classified complaint data is stored in the second complaint database 70.

The classification result output unit 50 outputs the classification result based on the (small) classified complaint data.

FIG. 8 is a diagram showing an output example of the classification result. In the example of FIG. 8, the number of claim data included in each category of (small) classification is shown.

The user of the complaint data processing system 10 can search the complaint data. For example, the claim data included in a certain small classification can be searched to know the specific content (free message or the like) as shown in FIG. The search for complaint data can also be performed from a remote terminal that communicates with the complaint data processing system 10.

The search request input unit 44 receives the input of the search request. The search unit 46 accesses the second claim database and searches for claim data in response to the search request. The search result output unit 48 outputs the search result.

The user of the complaint data processing system 10 can input additional information for each subcategory. The additional information may include a problem, a countermeasure, an opinion hearing department, a jurisdiction department, a priority, a degree of realization, a schedule, a progress, and the like. The additional information can be input from a remote terminal that communicates with the complaint data processing system 10. When the additional information is input, the classification result output unit 50 outputs the classification result including the additional information.

FIG. 9 is a diagram showing an output example of a classification result including additional information. In the example of FIG. 9, a task is added as additional information to each subcategory. The user of the complaint data processing system 10 can input an issue, for example, based on a search result of complaint data for each small classification.

The additional information can be input by a person concerned at any time. For example, if the person who is considering the complaint is the terminal 93
After inputting the task in, the person in charge of the task can input the countermeasure in the terminal 94. In this way, related parties can share data and update it.

FIG. 10 is a diagram showing another output example of the classification result including the additional information. In the example of FIG. 9, in addition to the task as additional information, a countermeasure, an opinion hearing unit, a jurisdiction unit, a priority, a degree of realization, a schedule, and a progress are added to each subcategory.

[0045]

As described above, according to the present invention, it is possible to provide a complaint data processing system or the like which is effective in dealing with complaints.

[Brief description of drawings]

FIG. 1 is a diagram showing a configuration example of a communication system according to an embodiment of the present invention.

FIG. 2 is a diagram showing a configuration example of a complaint data processing system in the embodiment of the present invention.

FIG. 3 is a functional block diagram of a claim data processing system according to the embodiment of the present invention.

FIG. 4 is a diagram showing an example of input claim data.

FIG. 5 is a diagram showing an example of selection information.

FIG. 6 is a diagram showing an example of large classification information.

FIG. 7 is a diagram showing an example of classified complaint data.

FIG. 8 is a diagram showing an output example of a classification result.

FIG. 9 is a diagram showing an output example of a classification result including additional information.

FIG. 10 is a diagram showing another output example of a classification result including additional information.

[Explanation of symbols]

1 network 2 LAN 10 Claim data processing system 12 CPU 14 main memory 16 Auxiliary storage device 18 network interface 20 Input device 22 Display 24 Printer 32 Complaint data input section 34 Sorting Department 36 Major Classification Division 38 Analysis Department 40 Analysis result output section 42 Sub-classification department 44 Search request input section 46 Search Department 48 Search result output section 50 Classification result output section 52 Additional information input section 54 Information input section 62 Information database for sorting 64 Major classification information database 66 First Claim Database 68 Information database for small classification 70 Second Claim Database 81 Call Center System 91-94 terminals

Claims (12)

[Claims] 1. A claim data processing system for classifying claim data and outputting the classification result, wherein a classifying information storage unit for storing classifying information, and a claim data input unit for inputting the claim data. A claim data processing system comprising: a classification unit that classifies the claim data using the classification information, and a classification result output unit that outputs a result of the classification. 2. The claim data processing system according to claim 1, wherein the classification result output means outputs, for each category of the classification, the number of claim data included in the category. Claim data processing system. 3. The claim data processing system according to claim 1 or 2, wherein the claim data processing system further comprises additional information input means for inputting additional information for each category of the classification. The claim data processing system, wherein the classification result output means outputs the additional information corresponding to each category of the classification. 4. The claim data processing system according to claim 3, wherein the additional information includes an issue corresponding to each category, a countermeasure, an opinion hearing section, a jurisdiction section, a priority level, a realization level, a schedule and A complaint data processing system characterized in that it includes information on at least one of the progress. 5. The claim data processing system according to any one of claims 1 to 4, wherein the claim data processing system includes a selection information storage unit for storing selection information, and the selection of the claim data. A complaint data processing system, further comprising a selecting means for selecting using the use information. 6. The claim data processing system according to claim 1, wherein the claim data processing system analyzes the claim data, and outputs an analysis result. A claim data processing system further comprising an output means. 7. The claim data processing system according to claim 6, wherein the analysis includes an analysis by text mining and / or an analysis by data mining. 8. The claim data processing system according to claim 1, wherein the claim data processing system includes a search means for searching the claim data, and a search result for outputting a result of the search. A claim data processing system further comprising an output means. 9. The claim data processing system according to claim 1, wherein the claim data is claim data relating to a credit card. 10. A claim data processing method in a claim data processing system, comprising: classification information storage means for storing classification information, classifying the claim data, and outputting the classification result, wherein the claim data is input. A claim data processing method comprising: a claim data inputting step, a classifying step of classifying the claim data using the classification information, and a classification result outputting step of outputting a result of the classification. 11. A program for causing the claim data processing system to execute the claim data processing method according to claim 10. 12. A computer-readable recording medium in which a program for causing the claim data processing system to execute the claim data processing method according to claim 10 is recorded.