JP2004220314A - Information provision support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To perform information provision at an appropriate timing for a user. <P>SOLUTION: A classification part 2 classifies received mails from users whether the received mails are mails of contents with high priority mails or low priority mails. A sorting control part 3 arranges the mails with high priority so as to become the more front side than the mails with low priority in a queue to be stored into a received mail storage part 4 from which an answering stuff answers. <P>COPYRIGHT: (C)2004,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to an information providing support system that provides information desired by a user at an appropriate timing.
[0002]
[Prior art]
Today, for example, automobile manufacturers and the like generally provide a Web site for introducing products and receiving questions. In such a Web site, in response to an access from a user, a process of introducing a product on a Web page or receiving a question or a request by e-mail and responding to the user is performed.
[0003]
Conventionally, there has been a system in which received mail is sorted into folders provided in advance based on the contents of the mail (for example, Patent Document 1).
There has also been a system for distributing messages to a plurality of mailboxes based on header information or a keyword in the text (for example, Patent Document 2).
[0004]
[Patent Document 1]
JP-A-6-250949
[Patent Document 2]
JP-A-10-4428
[0005]
[Problems to be solved by the invention]
However, when the conventional system for distributing mail as described above is viewed from the viewpoint of providing appropriate product information to the user, the process of accepting and distributing the mail is not satisfactory as a system.
[0006]
Further, conventionally, when using the system to provide information on products to users who exchange mails, for example, uniform information provision is performed even for users who have high frequency or almost no communication, It was not appropriate information provision for each user. Further, there is no means for analyzing the orientation of the user based on what page the user focuses on on the Web site, and such user's Web page access history is information of the product. It has not been effectively utilized for the provision, and therefore, it cannot be said that appropriate information provision has been made to the user.
[0007]
[Means for Solving the Problems]
The present invention employs the following configuration in order to solve the above-described problem that the system for providing appropriate product information to a user is not satisfactory.
[0008]
<Configuration 1>
A classifying unit that classifies e-mails regarding products received from the user into high-priority e-mails and low-priority e-mails, and a queue for responding to the e-mails. An information providing support system comprising: a distribution control unit that sets an e-mail before an e-mail of a low priority mail.
[0009]
<Configuration 2>
In the information providing support system described in the configuration 1, a classification unit that extracts information specifying a person in charge of the e-mail from the received e-mail, and a specific response when information specifying the person in charge of the e-mail is extracted. An information providing support system, comprising: a distribution control unit for distributing to a queue corresponding to a person in charge.
[0010]
<Configuration 3>
In the information providing support system according to the configuration 1 or 2, when distributing e-mails to a plurality of respondents, the load status of each respondent is checked, and the e-mail is distributed to the lightest respondent at that time. An information providing support system comprising a distribution control unit.
[0011]
<Configuration 4>
In the information providing support system according to any one of Configurations 1 to 3, the frequency of sending and receiving mails with the user is compared with a predetermined threshold, and if the frequency of sending and receiving exceeds the threshold, the user is referred to as an intimate user and the frequency of sending and receiving. If is less than or equal to the threshold value, the user analysis unit that analyzes with the general user, and the user analyzed by the user analysis unit as the intimate user, the intimate advertisement mail for the predetermined intimate user is analyzed as the general user An information providing support system comprising: an advertisement mail creating unit that creates a general advertisement mail for a predetermined general user in a case.
[0012]
<Configuration 5>
In the information providing support system according to any one of Configurations 1 to 3, a user analysis unit that detects whether or not an intimate expression is set as an end-of-sentence expression of an e-mail sent by the user, and the user analysis unit detects the intimate expression. An information mail support unit for generating an intimate advertisement mail for a user who has transmitted the corresponding mail.
[0013]
<Configuration 6>
In the information providing support system according to the configuration 4 or 5, when a word meaning that the advertisement is unnecessary is detected, a user analysis unit that determines that the user is an excluded user, and an advertisement mail creation unit that creates an advertisement mail excluding the excluded user. An information providing support system comprising:
[0014]
<Configuration 7>
In the information providing support system according to any one of the constitutions 4 to 6, when the word indicating the suspension of the purchase of the commodity is detected from the received e-mail, it is determined that the user is the suspended user and the timing of the advertisement time from the suspended state is determined. An information providing support system, comprising: a user analysis unit for performing an advertisement mail; and an advertisement mail generation unit for generating an advertisement mail at a timing of advertisement.
[0015]
<Configuration 8>
In the information providing support system according to any one of the configurations 1 to 7, an access log of a user's Web page is collected, and it is analyzed whether the user accesses the specification page or the benefit page of the product. A user analysis unit, and an advertisement mail creation unit that creates an advertisement mail indicating a specification when the analysis result of the user analysis unit is a specification page and an advertisement mail indicating a benefit when the analysis result is a benefit page to the user. An information providing support system comprising:
[0016]
<Configuration 9>
In the information providing support system according to the configuration 8, the user analysis unit that detects a word specifying the product or the category of the product from the received mail, and the advertisement mail that creates an advertisement mail corresponding to the detected product or the category of the product An information providing support system comprising a creating unit.
[0017]
<Configuration 10>
In the information providing support system according to any one of the configurations 1 to 7, the user analysis unit collects an access log of a user's Web page and detects a category of a product of interest to the user, and the user analysis unit detects the category. An information providing support system comprising: an advertisement mail creating unit that creates an advertisement mail according to a category.
[0018]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described in detail using specific examples.
<< Specific Example 1 >>
<Constitution>
FIG. 1 is a configuration diagram showing a specific example 1 of the information provision support system 100 of the present invention.
The illustrated information providing support system 100 includes a receiving unit 1, a classifying unit 2, a distribution control unit 3, a received mail storage unit 4, an operator terminal 5, and a transmitting unit 6. They are interconnected via a network 300.
[0019]
The receiving unit 1 is a functional unit that receives an e-mail from the user terminal 200 via the network 300. The classification unit 2 analyzes the text of the e-mail received by the reception unit 1 and determines whether the response urgency is high (high priority mail) or low response urgency (low priority mail). ) Is provided. The distribution control unit 3 has a function of distributing the received mail to a queue for each response person (operator) in the received mail storage unit 4 based on the classification result of the classification unit 2. That is, the distribution control unit 3 has a function of storing the high-priority mail such that the high-priority mail is arranged before the low-priority mail in the queue. The number of e-mails forming this queue decreases each time the reply process is executed. This reduction processing is executed by deleting the e-mail for which the response processing has been completed or by setting a response processing completed flag, and is a common database management technique. Further, the distribution control unit 3 has a function of monitoring the response processing status (number of e-mails) of each person in the received mail storage unit 4 and controlling the storage processing so that the load is not concentrated on a specific person in charge. are doing.
[0020]
The prioritization of the high-priority mail and the low-priority mail sums up the number of mail exchanges between the user and the person in charge (operator) for each content of the mail that triggered the exchange, that is, for each syntax (intent). It is performed by The aggregation processing means, for example, processing for calculating the average number of exchanges for each syntax. The syntax can be classified into, for example, a question sentence, a negative sentence, a request sentence, and a proposal sentence. For example, if the average number of e-mail exchanges triggered by the request sentence is the highest, the e-mail of the request sentence is determined as the high-priority mail, and the e-mail of other syntax is set as the low-priority mail. The syntax specifying data meaning the high-priority mail is set in advance on a table of the received mail storage unit 4 referred to by the classifying unit 2, and the classifying unit 2 sets the electronic mail in which the syntax corresponding to the syntax specifying data is set. The mail is determined as a high-priority mail, and an e-mail with other syntax is set as a low-priority mail.
[0021]
It should be noted that, in addition to the setting of classifying the mail into two, a high-priority mail and a low-priority mail, it is also possible to give priority to four stages, for example, a question sentence, a negative sentence, a request sentence and a proposal sentence. . In this case, four data are prepared as the syntax specifying data, and the first to fourth priorities are respectively set. The e-mail queue is arranged in order of the first priority mail, the second priority mail, the third priority mail, and the fourth priority mail.
[0022]
Note that various techniques have already been used for syntax analysis. For example, a syntax can be specified by analyzing the end of a sentence. For example, a content such as "What is ~?", "Do you understand about?", Or "Can you do ~?" Can be classified as a question sentence. In addition, for example, the content of “Please introduce to”, “Tell me about”, and “Please send to.” Can be classified as a request sentence.
[0023]
The received mail storage unit 4 is a mailbox provided for each person in charge of reply, and the mailbox of each person in charge is arranged as a queue for replying electronic mail. In the queue of each mailbox, a high-priority mail is arranged at the head (formation of a high-priority mail group), and a low-priority mail is arranged at the tail side thereafter (formation of a low-priority mail group). . In each mail group, the arrangement from the head to the tail is arranged such that the one with the oldest reception date and time comes first.
[0024]
Each of the operator terminals 5 is a terminal for a person in charge of responding to the electronic mail stored in the received mail storage unit 4, and is realized by, for example, a personal computer. The transmitting unit 6 is a functional unit for replying the reply mail processed by the operator terminal 5 to each user terminal 200. The network 7 is a network for interconnecting the receiving units 1 to 6 in the information providing support system 100, and is, for example, a LAN (local area network).
[0025]
The receiving unit 1 to the distribution control unit 3 and the transmitting unit 6 are realized by programs corresponding to the respective functions and hardware such as a CPU and a memory for executing the programs. In addition, the received mail storage unit 4 is realized on a storage device such as a hard disk device.
[0026]
The user terminal 200 is an information processing terminal, such as a personal computer or a mobile terminal, capable of transmitting and receiving electronic mail to and from the information providing support system 100 via the network 300. The network 300 is a network such as the Internet realized on a public line, for example.
[0027]
<motion>
Hereinafter, the operation of this specific example will be described.
First, an example of a product is a car here, and the information providing support system 100 is assumed to be a system provided on a Web site that answers a question or request related to a car from a user.
[0028]
FIG. 2 is a flowchart showing an operation in the case of performing batch processing of the mail distribution processing of this specific example.
Here, the batch process is a process in which, for example, one day's worth of e-mail is temporarily stored, and this is collectively sorted.
[0029]
First, each time an e-mail is received from the user terminal 200, the receiving unit 1 temporarily stores the e-mail in an e-mail storage unit (not shown) (step S1). Such reception processing is performed for, for example, one day, and when the preset e-mail reception end time for one day comes, the classification / distribution processing is started. In this classifying / sorting process, the classifying unit 2 takes out each temporarily stored e-mail and classifies whether the e-mail is a high-priority mail or a low-priority mail (step S2).
[0030]
In addition, if the respondent of the e-mail has been identified because of a previous exchange of e-mail with a specific respondent, the respondent for that e-mail will be fixed. Respondents. This classification can be done by extracting the name of the person in charge from the body of the e-mail, or by setting in advance a field that specifies the name of the person in charge in the e-mail form and referencing this field. This method uses an extraction method, or a method in which, when a person in charge answers, the e-mail address of the person in charge is set as a return destination e-mail address, and the person in charge is specified by each e-mail address.
[0031]
Next, the distribution control unit 3 distributes the received mail to the received mail storage unit 4 based on the classification result (responsible person, high priority mail, low priority mail) in the classification unit 2 (step S3). That is, when the received mail is a high-priority mail, the received mail is arranged at the front of the queue, and when the received mail is a low-priority mail, the received mail is arranged at the rear of the queue. The arrangement of the high-priority mails and the low-priority mails is such that the older the reception date and time, the higher the priority. Such sorting is performed for each mailbox of the person in charge of the response. Further, for example, when there is no designation of a person in charge of responding due to a new mail or the like, the distribution control unit 3 refers to the accumulation status of the received mail storage unit 4 and distributes the response to a person with a light load (the amount of accumulation is small). Make sure that the amount of people in charge is even. Alternatively, the distribution may be determined for each person in charge, and the distribution may be performed according to the distribution.
[0032]
Further, such received mail distribution processing may be performed in real time, and such real time processing will be described below.
FIG. 3 is an explanatory diagram of the real-time processing.
Note that, in the figure, the receiving-side processing indicates processing of the receiving unit 1 to the distribution control unit 3, and the transmitting-side processing indicates processing of the operator terminal 5 and the transmitting unit 6.
[0033]
First, the receiving unit 1 monitors whether an e-mail has been received from the user terminal 200 (step S11). If an e-mail has been received, the e-mail is passed to the classification unit 2. The classification unit 2 determines whether the e-mail is a high-priority mail or a low-priority mail, and whether a person in charge of the response is specified, and performs classification (step S2). S12). Upon receiving the e-mail classified by the classifying unit 2, the distribution control unit 3 performs the above-described distribution in step S3, refers to the processing status of each person in charge in the received mail storage unit 4, and assigns a person with a small load. (Step S13).
[0034]
On the other hand, each answering person performs an answering process using each operator terminal 5. In other words, each respondent takes out the e-mail from his / her mailbox in accordance with the queue (step S14), and creates a response e-mail for the e-mail (step S15). Then, the created response mail is transmitted to the corresponding user terminal 200 by the transmission unit 6 (step S16).
[0035]
<effect>
As described above, according to the specific example 1, the e-mail from the user is classified into the high-priority mail and the low-priority mail, and the high-priority mail is arranged before the low-priority mail as a queue for reply. , A quick answer can be given to a user who has asked a question.
Also, when distributing e-mails to each respondent, the focus is on those who have a light load, so that the response process is not concentrated on a specific respondent, and as a result, An efficient answer process can be executed.
[0036]
In the specific example 1, in addition to the classification of the high-priority mail and the low-priority mail, for example, an e-mail was received from the user indicating that there is a security hole on the Web site of the information provision support system 100. In such a case, a configuration may be added in which a message indicating such contents is analyzed to determine that the mail is extremely urgent, and the mail is arranged at the forefront of the queue.
[0037]
<< Specific Example 2 >>
In the second specific example, the user is classified into an intimate user and a general user based on the mail transmission / reception frequency of the user, and an intimate advertisement mail is transmitted to the intimate user and a general advertisement mail is transmitted to the general user. Further, in the specific example 2, a word meaning that no advertisement is required and a word for which purchase is suspended are extracted from the received mail, an advertisement exclusion user or an advertisement suspension user is determined, and processing corresponding to each user is performed. is there.
[0038]
<Constitution>
FIG. 4 is a configuration diagram of the information providing support system according to the second embodiment.
The illustrated information providing support system includes a reception unit 1, a classification unit 2, a distribution control unit 3, a received mail storage unit 4, an operator terminal 5, a transmission unit 6, a network 7, a user analysis unit 8, an advertisement mail creation unit 9, an advertisement A database (advertisement DB) 10 and a user database (user DB) 11 are provided. Here, since the receiving unit 1 to the network 7 are the same as those in the specific example 1 shown in FIG. 1, the corresponding parts are denoted by the same reference numerals and the description thereof will be omitted. The information providing support system and the user terminal are connected via a network so as to be able to transmit and receive e-mails. However, since this configuration is the same as that in FIG. 1, illustration in FIG. 4 is omitted.
[0039]
The user analysis unit 8 is a functional unit that analyzes the intimacy of the user of the received mail based on the frequency of transmission and reception of the received mail. That is, it has a function of comparing each user's mail transmission / reception frequency with a predetermined threshold value and classifying the user into an intimate user or a general user. Further, the user analysis unit 8 has a function of determining that the user does not need an advertisement when a word indicating that an advertisement is unnecessary such as “already purchased a car” is extracted from the received mail. Further, the user analysis unit 8 includes, in the received e-mail, a phrase indicating that the user does not intend to purchase at the present time, such as “I will consider it at the next vehicle inspection time”, but that there is a possibility that the product will be purchased eventually. When extracted, it has a function of determining an advertisement reservation user and determining the advertisement time.
[0040]
If the user analyzing unit 8 determines that the user can send the advertisement mail at this time and the user is an intimate user, the advertisement mail creating unit 9 extracts the advertisement mail composed of styles for the intimate user from the advertisement database 10 and It has a function of creating an advertisement mail, and extracting advertisement information for a general user from the advertisement database 10 when it is determined to be a general user, and creating a general advertisement mail. The advertisement database 10 is a database that stores advertisement information on each product as information for intimate users and general users. The user database 11 is a storage unit that stores an electronic mail transmission / reception log and an advertisement mail log for each user.
[0041]
The user analysis unit 8 and the advertisement mail creation unit 9 are realized by programs corresponding to the respective functions and hardware such as a CPU and a memory for executing each program. The advertisement database 10 and the user database 11 are implemented on a storage medium such as a hard disk device.
[0042]
<motion>
First, it is assumed that each user enters predetermined user information when accessing a Web site of the present system and transmitting an e-mail. As an input of this user information, for example, a questionnaire-type information input page is prepared, and the user, along with, for example, an e-mail address, age, gender, family structure, a car type, If you currently own a car, enter information such as its model, year and inspection time.
[0043]
In general, since a user who answers such a questionnaire can determine that he / she wants to purchase a car, the system sends an advertisement mail to the user at an appropriate timing.
[0044]
FIG. 5 is a flowchart showing the user information analysis process of the second embodiment.
The user analysis unit 8 performs user information analysis processing each time a mail is received or by batch processing for one day. In this process, first, the body of the received mail is analyzed to determine whether there is any content indicating that the advertisement is unnecessary (step S21). Here, the content indicating that no advertisement is required includes words indicating that the user has no prospect of purchasing the car at that time, such as “I have purchased the car”, “I have stopped purchasing”, and “I do not plan to buy”. It is what has been. When the advertisement unnecessary sentence is included in step S21, the user analysis unit 8 determines that the target user is the advertisement excluded user, and stores the information of the advertisement excluded user in the user database 11 in association with the user information (step S21). S22, step S25).
[0045]
Further, the user analysis unit 8 analyzes the mail text to determine whether or not a word that suspends product purchase is included (step S23). The phrase indicating purchase suspension is a phrase that temporarily suspends purchase, such as "consider at the time of vehicle inspection" or "consider if a new model comes out". If the purchase suspension wording is included in step S23, the user analysis unit 8 determines that the advertisement suspension user is included, determines when it is appropriate to transmit the advertisement mail, and adds time information to the time. The information of the advertisement suspended user is stored in the user database 11 (step S24, step S25). That is, when a phrase such as "consider at the vehicle inspection time" is extracted, date information matching the vehicle inspection time is given based on the vehicle inspection time information collected in advance in a questionnaire format. In addition, when a word such as "consider a new model will be considered" is extracted, information indicating contents such as "sending an advertisement mail when a new model of XX is released" is added.
[0046]
It should be noted that, for a user from whom no advertisement-free word or purchase suspension word has been extracted, only the mail history is used, and no user information is added.
[0047]
The received mail for which the user information analysis processing has been completed is stored in the received mail storage unit 4 for each respondent by the operation of the classification unit 2 and the distribution control unit 3 described in the first specific example.
[0048]
Next, the intimacy / general user analysis processing will be described.
This intimate / general user analysis process is started, for example, at the timing of advertising distribution to each user. It should be noted that the advertisement distribution timing may be various timings on the automobile sales side and the user side such as, for example, the release of a new model, a bonus time, and a settlement period.
[0049]
FIG. 6 is a flowchart of the intimate / general user analysis process.
First, the user analysis unit 8 extracts the first user's transmission / reception history (including user information) from the user database 11 (step S31). Next, the user analysis unit 8 determines whether the user is an advertisement exclusion user (step S32) or an advertisement reservation user (step S33). If the target user is an exclusion user in step S31, the analysis process for that user is terminated. If the user is a reserved user in step S32, it is determined whether the advertisement time has come (step S34). In this step S34, if it is not the advertisement time, the analysis process for the user is ended.
[0050]
When the target user is not an exclusion user or a reserved user, and the advertisement time has arrived for the reserved user, the user analysis unit 8 determines whether the transmission / reception frequency of the user exceeds a threshold (step S35). As a method of calculating the transmission / reception frequency, since the number of mails received from the user and the number of mails sent from the person in charge to the user are generally considered to be substantially the same, the sum of the number of mails received from the user and the number of sent mails The value is the transmission / reception frequency. Alternatively, only the number of outgoing e-mails to the user is set as the transmission / reception frequency, or the number of outgoing e-mails is weighted with respect to the number of received e-mails to obtain a total value thereof. Further, various calculation methods such as setting the transmission / reception frequency of the user per month in the past month as the transmission / reception frequency can be selected. In addition, the threshold value serving as a criterion can be appropriately selected according to the method of calculating the transmission / reception frequency, operating conditions, and the like.
[0051]
As a result of the threshold determination in step S35, the user whose transmission / reception number exceeds the threshold is determined as an intimate user (step S36), and the user whose number is equal to or less than the threshold is determined as a general user (step S37).
[0052]
Next, the advertisement mail creation unit 9 creates an advertisement mail corresponding to each user (Step S38, Step S39). That is, the advertisement information is extracted from the advertisement database 10 mainly on the vehicle type of which the purchase is being considered, and the intimate user receives, for example, an advertising mail having a slightly reduced style, while the general user receives the greatest common denominator. Create a stylized advertisement email for a variety of users. In the advertisement mail creation process, the advertisement mail may be created in consideration of the age and gender of the user.
[0053]
After creating the advertisement mail in steps S38 and S39, or when the user is an exclusion user in step S32, or in step S34, if the user is a reserved user whose advertisement time has not arrived, the user analysis unit 8 It is determined whether or not the target user is the last user (step S40). If the target user still remains, the process returns to step S31 to repeat the above processing. When the advertisement mail creation processing for all users is completed in this way, the transmission unit 6 transmits each advertisement mail to the corresponding user (step S41). These logs are stored in the user database 11 by being transmitted by the transmission unit 6.
[0054]
In the above operation example, the user information analysis process and the intimate / general user analysis process (advertisement email transmission process) are described as separate processes. You may make it perform by a batch process. However, in such a case, in order to avoid continuous transmission of the advertisement mail to the same user, the mail transmission history for each user, such as whether a predetermined period has elapsed since the previous advertisement mail transmission of the user. Need to be managed. In addition, the user information analysis processing and the intimate / general user analysis processing may be performed at any timing.
[0055]
Further, in the analysis processing of the mail transmission / reception history of the user in the above specific example 2, a user whose mail transmission / reception frequency was high in the past, but has hardly transmitted / received the mail recently is extracted. An advertisement mail that also serves as the content of a recent inquiry may be transmitted.
[0056]
<effect>
As described above, according to the specific example 2, based on the frequency of sending and receiving e-mails with the user, the mail is classified into the intimate user and the general user. The following effects are achieved by sending an e-mail.
[0057]
1. An e-mail giving an intimate impression is sent to a user who has increased intimacy, so that the user can be expected to have a better impression, and as a result, can contribute to product sales.
[0058]
2. For general users, e-mails for users with the greatest common denominator are sent, so, for example, users receive bad advertisement texts from unfamiliar people and make their impression worse, and as a result, products Can be avoided.
[0059]
The process of detecting intimacy is not limited to monitoring the number of mail transmissions and receptions. For example, pay attention to the end-of-sentence expression of the content of the mail transmitted from the user. An e-mail whose sentence end expression is set as an intimate expression (for example, "-Is.", "-I'll ask.", "-Jan.") Is detected, and the sending user of this e-mail can be treated as an intimate user.
[0060]
In addition, when words indicating that no advertisement is required are extracted from the received e-mail, no e-mail is sent, so that unnecessary advertisement e-mail is sent to users who do not intend to purchase, resulting in a negative image of the product. The connection can be avoided.
[0061]
Furthermore, when the word indicating that the purchase is to be suspended is extracted from the received e-mail, the advertisement time is set, and the advertisement e-mail is sent based on the set time. Can be delivered to the user.
[0062]
<< Specific Example 3 >>
Specific example 3 collects an access log of a user's Web page, and sends an advertisement mail indicating the specification or an advertisement mail indicating the benefit depending on whether the user mainly views one of the benefit pages of the product specification page. It is intended to be transmitted.
[0063]
<Constitution>
FIG. 7 is a configuration diagram of the third embodiment.
The illustrated system includes a receiving unit 1, a classifying unit 2, a sorting control unit 3, a received mail storage unit 4, an operator terminal 5, a transmitting unit 6, a network 7, a user analyzing unit 8a, an advertising mail creating unit 9a, an advertising database (advertising DB) 10a, a user database (user DB) 11a, and a Web server 12. Here, since the receiving unit 1 to the network 7 are the same as those in the first and second embodiments, the corresponding parts are denoted by the same reference numerals and the description thereof will be omitted.
[0064]
The Web server 12 is a server for providing various specification pages and benefit pages of an automobile as a product for access from a user. Here, in the case of a car, for example, a specification page refers to a page of information represented by so-called numerical values and words such as engine and body specifications and specifications, and a benefit page is, for example, a family member by the car. This is a so-called image page, such as a page of a scene where the user goes out on the road, or a scene where the vehicle travels on uneven terrain. In other words, the benefit page is a page of information indicating the benefit to the user by using the product, such as what can be done with the product and what kind of life is possible. It is assumed that these specification pages and benefit pages are identified by the URL (Uniform Resource Locator) of each page.
[0065]
The user database 11a stores the mail transmission / reception history of the user similarly to the user database 11 of the specific example 2, and stores the log of the access page to the Web server 12 for each user. That is, the log of the access page includes information such as the date and time and the URL.
[0066]
The user analysis unit 8a determines whether the user is a spec page or a benefit page based on a user's Web page access log stored in the user database 11a, in addition to the function of the user analysis unit 8 in the specific example 2. This is a functional unit that analyzes whether or not the user is focused on it and classifies it as a spec-oriented user or a benefit-oriented user. The advertisement mail creating unit 9a is a functional unit that creates a specification advertisement mail and a benefit advertisement mail based on the specification advertisement information and the benefit advertisement information stored in the advertisement database 10a. The advertisement database 10a is an advertisement database that stores spec advertisement information and benefit advertisement information.
[0067]
<motion>
First, it is assumed that the Web site of the present system is a member site, and the name and e-mail address of the user are registered in advance as member information. When accessing the Web site, the user logs in with a user ID and a password. Then, by accessing various Web pages, the Web server 12 stores the Web page history in the user database 11a in association with the user information.
[0068]
In such a state, the user-oriented analysis processing (advertisement mail transmission processing) is started at an arbitrary timing.
FIG. 8 is a flowchart showing the operation of the third embodiment.
First, the user analysis unit 8a extracts Web page history information of a target first user from the user database 11a (step S51). Then, it is determined whether or not the Web page history of the user satisfies the specification page> the benefit page (step S52).
[0069]
In step S52, when the specification page exceeds the benefit page as the Web page history, it is determined that the user is a specification-oriented user (step S53). Conversely, if the benefit page exceeds the specification page, it is determined that the user is a benefit-oriented user (step S54). Accordingly, the advertisement mail creating unit 9a extracts the specification advertisement information from the advertisement database 10a and creates a specification advertisement for the user determined to be the specification-oriented user in step S53 (step S55), and proceeds to the benefit-oriented in step S54. If it is determined that the user is a user, the server extracts the benefit advertisement information from the advertisement database 10a and creates a benefit advertisement (step S56). In this advertisement creation processing, an advertisement mail corresponding to the close user and the general user described in the specific example 2 is created.
[0070]
Next, the user analysis unit 8a determines whether or not the target user is the last user (step S57). If the target user still remains, the process returns to step S51 and repeats the above-described processing. When the advertisement mail creation processing for all users is completed in this way, the transmission unit 6 transmits each advertisement mail to the corresponding user (step S58).
[0071]
<effect>
As described above, according to the specific example 3, based on the access log of the Web page, the user is classified into the specification-oriented and the benefit-oriented, and the specification advertisement mail and the benefit advertisement mail are transmitted according to the classification. As a result, it is possible to deliver an advertisement mail that matches the user's orientation, and obtain information appropriate for the user. Also, for the system installation side, the effect of promoting sales by providing accurate information to the user can be obtained.
[0072]
《Modification》
In the above specific example 2, the users are classified into two types, the intimate user and the general user. However, the user may be further subdivided and a style advertisement mail corresponding to each user may be transmitted. Also in the specific example 3, not only the specification-oriented user and the benefit-oriented user are divided, but also, for example, the engine page is particularly frequently included in the specification pages or only the indoor equipment pages are accessed. Based on this, the user may be further subdivided to classify the user, and the advertisement mail may be transmitted according to the classification of each user.
[0073]
Further, in the above specific example 3, the tendency of the user is classified based on the history of the Web pages accessed (seen) by the user. On the contrary, based on the page that the user does not access (seen) at all. Then, the user's tendency may be determined, and for example, a process of excluding an advertisement relating to information that is not accessed from the user may be performed.
[0074]
Further, in the above-described specific example 3, the case where the Web site of the information providing support system is a member site and the user can be identified in advance has been described. For example, a method of using a cookie or the like for a user accessing a Web page whose mail address is specified by the user and analyzing the Web page history of the user may be used.
[0075]
Further, in the above-described specific examples 1 to 3, the vehicles to be commercialized are not limited to those of the same manufacturer, and may be configured as Web sites for comparing and examining vehicles of a plurality of manufacturers. For example, in the specific example 3, the advertisement information is provided with specification information and benefit information of a plurality of manufacturers, so that the user can compare and examine vehicles of various manufacturers. By doing so, for example, it is possible to transmit an advertisement mail of the same type of car of another manufacturer to a user who mainly looks at an RV car of a certain manufacturer for comparison and examination. Become. In particular, it is possible to notify a user who accesses the benefit information page of a certain vehicle model with information on the benefit information page of another manufacturer's vehicle model.
[0076]
Further, instead of being limited to the two concepts of specifications and benefits, in a certain specification, a word representing the category or product itself of a car of interest, such as a sports car or an RV car, is detected and matched with the category or product. The generated information (advertising mail) can also be generated and transmitted. In this case, in addition to the specification information and the benefit information, the category information and the product name are set on the Web site and detected. This detection is not limited to only the Web site, but may be performed by, for example, analyzing the text of an e-mail transmitted by the user.
[0077]
In each of the above specific examples, the case of a car has been described as an example of a product, but the present invention is not limited to this, and can be applied to various products such as a house and a trip. For example, in the case of a product house, the specification information is information such as “5 minutes on foot from the XX line XX station”, “floor plan”, “price”, “presence or absence of parking”, and the benefit information is, for example, “ The information is considered to be a benefit to the user brought by the specifications, such as "you can go to Ginza in 15 minutes without transferring", "Family can enjoy barbecue on the terrace".
[0078]
Further, in each of the above specific examples, the information providing support system has been described as one system in which each functional unit (receiving unit 1 to user database 11, 11a) is connected by a network 7 such as a LAN. However, the present invention is not limited to this, and each functional unit may be installed in a remote location as long as each functional unit can communicate. Or, conversely, an information provision support system in which a plurality of functional units are integrally configured may be used.
[0079]
【The invention's effect】
As described above, according to the present invention, e-mails regarding products from users are classified into high-priority mails and low-priority mails, and a high-priority mail is sent to a queue for replying to these e-mails. Is set before the low-priority mail, so that the responder can reply from the high-priority mail, and therefore responds to the user at the right time. be able to.
[0080]
According to the present invention, a user having a high transmission / reception frequency is determined to be an intimate user based on an e-mail transmission / reception frequency with the user, and an intimate advertisement mail is transmitted to the intimate user, and a general advertisement mail is transmitted to a general user. Since it is sent, intimate users are sent familiar emails, so they can expect a better image of the product, and general users are sent advertisement emails for users with the greatest common denominator. This can prevent a product from having a negative image.
[0081]
Further, according to the present invention, a Web page related to a product is classified into a specification page and a benefit page of the product, and a specification-oriented user is determined based on which one is focused on based on an access log of the user's Web page. Or benefit-oriented users, and send a specification-oriented email to the specification-oriented users and a benefit-oriented email to the benefit-oriented users. Is transmitted to the user, so that it is possible to contribute to an improvement in sales of the product.
[Brief description of the drawings]
FIG. 1 is a configuration diagram showing a specific example 1 of an information provision support system of the present invention.
FIG. 2 is a flowchart illustrating an operation in a case where batch processing is performed in a mail distribution process according to a specific example 1.
FIG. 3 is an explanatory diagram of a real-time process of a mail distribution process according to a specific example 1.
FIG. 4 is a configuration diagram of an information providing support system of a specific example 2.
FIG. 5 is a flowchart illustrating a user information analysis process of a specific example 2.
FIG. 6 is a flowchart of an intimate / general user analysis process of a specific example 2.
FIG. 7 is a configuration diagram of an information providing support system of a specific example 3.
FIG. 8 is a flowchart illustrating an operation of a specific example 3.
[Explanation of symbols]
2 Classification section
3 Distribution control unit
4 Received mail storage
8, 8a User analysis unit
9, 9a Advertising mail creation section
10. Advertising database
11 User database

Claims (10)

A classifying unit that classifies the e-mail regarding the product received from the user into the high-priority e-mail and the low-priority e-mail;
A queue for responding to the e-mail, and a distribution control unit for setting the e-mail of the high-priority mail before the e-mail of the low-priority mail. Support system. The information providing support system according to claim 1,
A classification unit that extracts information for identifying a person in charge of responding to the e-mail from the received e-mail;
An information providing support system, comprising: a distribution control unit that, when information for identifying the respondent is extracted, is assigned to a queue corresponding to the specific respondent. The information providing support system according to claim 1 or 2,
When distributing e-mails to a plurality of respondents, information is provided that includes a distribution control unit that checks the load status of each respondent, and distributes the e-mail to the lightest respondent at that time. Offer support system. In the information providing support system according to any one of claims 1 to 3,
The frequency of sending and receiving e-mails with the user is compared with a predetermined threshold. If the frequency of sending and receiving exceeds the threshold, the user is analyzed as an intimate user, and if the frequency of sending and receiving is less than the threshold, the user is analyzed as a general user. A user analysis unit that performs
Creation of an advertisement mail for creating an intimate advertisement mail for a predetermined intimate user for a user analyzed as an intimate user by the user analysis unit, and creating a general advertisement mail for a predetermined general user when analyzed for a general user. And an information providing support system comprising: In the information providing support system according to any one of claims 1 to 3,
A user analysis unit that detects whether or not an intimate expression is set as an end-of-sentence expression of an e-mail sent by the user;
An information providing support system comprising: an advertisement mail creating unit that generates an intimate advertisement mail for the user who transmitted a corresponding mail when the user analysis unit detects the intimate expression. The information providing support system according to claim 4 or 5,
A user analysis unit that determines that the user is an exclusion user when detecting a word meaning that the advertisement is unnecessary;
An information providing support system, comprising: an advertisement mail creating unit that creates an advertisement mail except for the excluded users. The information providing support system according to any one of claims 4 to 6,
A user analysis unit that determines a pending user when detecting a word indicating that the purchase of a product is suspended from the received email, and determines a timing of an advertisement time from the suspension status;
An information providing support system, comprising: an advertisement mail creating unit that creates an advertisement mail at the timing of the advertisement time. The information providing support system according to any one of claims 1 to 7,
A user analysis unit that collects an access log of a user's Web page, and analyzes whether the user is mainly accessing a product specification page or a benefit page;
When the analysis result of the user analysis unit is a specification page, an advertisement mail indicating a specification, and when the analysis result is a benefit page, an advertisement mail generation unit for generating an advertisement mail indicating a benefit to the user. An information providing support system, characterized in that: The information providing support system according to claim 8,
A user analysis unit that detects a word specifying a product or a product category from the received mail;
An information providing unit for creating an advertisement mail corresponding to the detected product or the category of the product. The information providing support system according to any one of claims 1 to 7,
A user analysis unit that collects an access log of a user's Web page and detects a category of a product of interest of the user;
An information providing support system comprising: an advertisement mail creating unit that creates an advertisement mail according to a category detected by the user analysis unit.

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