JP2017188088A - Business support device, business support method, business support system and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide information timely and appropriately.SOLUTION: A business support device comprises: an acquisition section for acquiring a plurality of pieces of customer related information having different data formats; an extraction section for extracting predetermined information from among the customer related information acquired by the acquisition section; a storage section for storing the predetermined information extracted by the extraction section in a common data format; a presumption section for presuming an event about a customer from the predetermined information stored in the storage section; a relation section for relating the event presumed by the presumption section and the predetermined information from which the event is presumed; and an output section for outputting the predetermined information related to the event by means of the relation section.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a business support apparatus, a business support method, a business support system, and a program.

  As a system for supporting a business related to a customer, a system is disclosed in which a person in charge can grasp an access history from a customer without performing a special operation (see, for example, Patent Document 1).

Japanese Patent Laying-Open No. 2005-25665

  However, in the technique disclosed in Patent Document 1, since the access history is merely displayed, the person in charge cannot sufficiently grasp the information related to the customer, and provides appropriate information to the person in charge and the customer. There was a problem that it was not possible.

  The present invention has been made in view of such circumstances, and an object thereof is to provide a business support device, a business support method, a business support system, and a program capable of providing appropriate information. .

  In order to solve the above-described problem, one aspect of the present invention is a business support device, and includes an acquisition unit that acquires a plurality of customer-related information with different data formats, and customer-related information acquired by the acquisition unit An event relating to a customer is extracted from an extraction unit that extracts predetermined information, a storage unit that stores the predetermined information extracted by the extraction unit in a common data format, and the predetermined information stored by the storage unit. An estimation unit for estimation, an association unit that associates the event estimated by the estimation unit with the predetermined information for which the event was estimated, and the predetermined information associated with the event by the association unit. And an output unit for outputting.

  Further, according to one aspect of the present invention, in the business support apparatus described above, the output unit includes a generation unit that generates correspondence information corresponding to the specific information when the predetermined information is specific information. Outputs the correspondence information generated by the generation unit.

  Further, according to one aspect of the present invention, in the business support apparatus, the predetermined information is information related to financial business, and the specific information includes information indicating an account change, information related to sales activities, and customer information. It includes at least one piece of information regarding the state.

  One embodiment of the present invention is the business support apparatus described above, wherein the storage unit stores the predetermined information in time series.

  According to another aspect of the present invention, in the business support apparatus described above, an index indicating a degree of recommendation to a customer for each product that can be provided to the customer is derived for each customer from the predetermined information or the estimated event. It has the derivation part which performs.

  Further, according to one aspect of the present invention, in the business support device, the output unit outputs product information indicating a product for which an index with a relatively high recommendation degree is derived among the indexes derived for each product. It is characterized by doing.

  Further, according to one aspect of the present invention, in the business support apparatus described above, the output unit outputs product information indicating a product whose index reaches a predetermined reference.

  In order to solve the above-described problem, an aspect of the present invention is a business support method, which includes an acquisition step of acquiring a plurality of customer-related information having different data formats, and customer-related information acquired by the acquisition step. An extraction step for extracting predetermined information, a storage step for storing the predetermined information extracted in the extraction step in a common data format, and an event relating to a customer from the predetermined information stored in the storage step An estimation step for estimation, an association step for associating the event estimated by the estimation step with the predetermined information for which the event was estimated, and outputting predetermined information associated with the event by the association step And an output step.

  In addition, according to one aspect of the present invention, in the business support method described above, an index indicating a degree of recommendation to a customer for each product that can be provided to the customer is derived for each customer from the predetermined information or the estimated event. And a derivation step.

  In order to solve the above-described problem, one aspect of the present invention is a business support system including a business support device, a database server, and a device, and the business support device has a plurality of data formats different from the database server. An acquisition unit that acquires customer-related information of the customer, an extraction unit that extracts predetermined information from the customer-related information acquired by the acquisition unit, and the predetermined information extracted by the extraction unit in a common data format A storage unit, an estimation unit that estimates an event related to a customer from the predetermined information stored in the storage unit, an event estimated by the estimation unit, and the predetermined information from which the event is estimated And an output unit that outputs the predetermined information related to the event by the related unit to the device.

  In addition, according to one aspect of the present invention, in the business support method described above, an index indicating a degree of recommendation to a customer for each product that can be provided to the customer is derived for each customer from the predetermined information or the estimated event. It has the derivation part which performs.

  In order to solve the above-described problem, according to one aspect of the present invention, an acquisition step of acquiring a plurality of pieces of customer-related information having different data formats in a computer of a business support device, and customer-related information acquired by the acquisition step An extraction step for extracting predetermined information, a storage step for storing the predetermined information extracted in the extraction step in a common data format, and an event relating to a customer from the predetermined information stored in the storage step An estimation step for estimating, an association step for associating the event estimated by the estimation step with the predetermined information for which the event was estimated, and the predetermined information associated with the event by the association step. And an output step for outputting.

  As described above, according to the present invention, it is possible to provide a business support apparatus, a business support method, a business support system, and a program capable of providing appropriate information in a timely manner.

1 is a diagram showing a schematic configuration including a business support system according to an embodiment of the present invention. It is a figure which shows schematic structure of a work support apparatus. It is a figure which shows an example of a response | compatibility with a common data format, reception history data, account transaction data, a keyword, etc., and a tag. It is a figure which shows the example of extraction by a data extraction part. It is a figure which shows the example of an estimation by an event estimation part, and the example of the follow information generation by a follow information generation part. It is a figure which shows the example of a list screen. It is a figure which shows the example of a life stage display. It is a figure which shows a follow screen example. It is a sequence diagram which shows the example of a process performed with the business support system. It is the flowchart which showed the support DB update processing procedure in the work support device. It is the flowchart which showed the request | requirement response processing procedure in the business support device. It is a figure which shows schematic structure of the work assistance apparatus in 2nd Embodiment. It is a figure which shows a score table, a sales promotion table, and customer score data. It is the flowchart which showed the index DB update processing procedure. It is the flowchart which showed the procedure of the sales promotion process. It is the flowchart which showed the sales promotion information request reception processing procedure. It is a figure which shows an example of the screen displayed according to a sales promotion information request | requirement.

In the following embodiment, a system for supporting business in a bank will be described as an example of a business support system.
[First Embodiment]
FIG. 1 is a diagram showing a schematic configuration including a business support system 100 according to an embodiment of the present invention.
The business support system 100 includes a business support device 200, a database group 300 (hereinafter, the database is referred to as DB), and a device group 400. The business support apparatus 200 can acquire information stored in the DB group 300. Although FIG. 1 shows the DB itself, the DB group 300 is stored in a database server (not shown). In addition, the business support apparatus 200 can communicate with each of the device groups 400.

  The DB group 300 includes an account transaction DB 300-1, a response history DB 300-2, an ATM (Automatic Teller Machine) operation history DB 300-3, and an external information DB 300-n. In the following description, information stored in the DB group 300 is referred to as customer related information.

  The account transaction DB stores information on deposits and withdrawals. The response history DB stores information related to the contents of negotiations with customers. In the ATM operation history DB, in addition to information related to depositing / withdrawing and bookkeeping in ATM, information indicating contents operated by the customer with respect to information displayed on the screen as sales promotion information during ATM operation is stored. The external information DB stores information obtained from the Web (for example, information obtained from a customer's SNS (Social Networking Service) or an electronic article in a newspaper). The data format of the information stored in each of the account transaction DB 300-1, the response history DB 300-2, the ATM operation history DB 300-3, and the external information DB 300-n described above is different. Thus, since the DB group 300 stores various data other than transactions and transactions, the business support apparatus 200 can acquire customer-related information from a plurality of channels.

  Note that the DB included in the DB group 300 described above is an example, and any DB may be used as long as the information related to the customer is stored. Examples of DBs that store information related to customers include DBs that store information related to customer preferences and customer behavior. In addition, examples of DBs that store information related to customers include voice data that records conversations with customers at call centers, windows, etc., and DBs that store information obtained by converting conversations into text using voice recognition technology. .

  The device group 400 includes a portable terminal 400-1, an ATM 400-2, a call center terminal 400-3, and a window terminal 400-4. The portable terminal 400-1 is a terminal that a clerk carries, for example, during business hours. The ATM 400-2 provides various bank services such as deposit / withdrawal and bookkeeping by the customer himself / herself. The call center terminal 400-3 is a terminal used by a call center operator. The window terminal 400-4 is a terminal used in window business. Note that the devices included in the device group 400 described above are merely examples, and any devices may be used as long as operations related to customers are performed. Devices that perform operations related to customers include mobile terminals and personal computers used by customers for net banking.

FIG. 2 is a diagram illustrating a schematic configuration of the business support apparatus 200. The business support apparatus 200 includes a data acquisition unit 201, a data extraction unit 202, a data storage unit 203, a follow information generation unit 204, a data output unit 205, an event estimation unit 206, and a support DB 207.
The data acquisition unit 201 acquires a plurality of customer related information having different data formats from the DB group 300 and outputs the acquired customer related information to the data extraction unit 202. The data extraction unit 202 extracts predetermined information from the customer related information acquired by the data acquisition unit 202 and outputs it to the data storage unit 203. The data storage unit 203 stores the predetermined information extracted by the data extraction unit 202 in the support DB 207 in a common data format. The predetermined information is information related to banking business. The common data format will be described later.

  The event estimation unit 206 performs an estimation process for estimating an event related to a customer by performing Japanese analysis from predetermined information stored in the support DB 207 by the data storage unit 203. Specifically, this estimation process infers meaning from sentence information, performs natural language processing using machine learning, and educates to automatically grow the dictionary and improve accuracy. .

  The event estimation unit 206 associates the further estimated event with predetermined information for which the event is estimated. In the present embodiment, “employment”, “marriage”, “childbirth”, “my home”, “children advancement”, “retirement”, and “inheritance” are taken as examples of customer-related events. “Employment” indicates the employment of the customer. “Marriage” indicates the marriage of the customer. “Birth” indicates the birth of the customer or the customer's spouse. “My home” indicates acquisition of the customer's own home. “Children advancement” indicates the advancement of the child of the customer. “Retirement” indicates the retirement of the customer or the customer's spouse. “Inheritance” indicates customer inheritance.

  When the predetermined information is specific information, the follow information generation unit 204 performs follow information generation processing for generating follow information as correspondence information corresponding to the specific information. The follow information generation unit 204 holds specific information and follow information corresponding to the specific information in advance. The data output unit 205 outputs predetermined information associated with the event and follow information to the device group 400. Specific information and follow-up information will be described later.

FIG. 3 is a diagram illustrating an example of correspondence between a common data format, response history data, account transaction data, keywords, and the like and tags. FIG. 3A shows a common data format. The common data format includes “customer ID”, “store number”, “occurrence date / time”, “channel”, “type”, and “transaction content”. The data extraction unit 202 extracts “customer ID”, “store number”, “occurrence date / time”, “channel”, “type”, and “transaction content” included in the common data format as predetermined information.
“Customer ID” is an ID for uniquely identifying a customer not only in FIG. 3A but also in FIGS. 3B and 3C. The “store number” is a number for uniquely identifying the store where the account transaction was performed, the store where the customer service was performed, the store where the ATM was installed, and the like. When there is no corresponding store as in the external information, the “store number” is set to NULL.

  “Occurrence date and time” is the date and time when the account transaction was performed, the date and time when customer service was performed, and the date and time when the ATM was operated. In the case of external information, it is the date and time when the external information was acquired or the delivery date and time of the external information. “Channel” is the acquired DB name. Therefore, for example, in the case of the account transaction DB 300-1, it is “account transaction”. “Type” includes transaction type (for example, salary transfer) in account transaction, correspondence type (for example, sales promotion) in customer service, ATM operation type (for example, payment), external information type (for example, SNS, newspaper name, etc.) ). “Transaction details” is information corresponding to the type. For example, when the type is “salary transfer”, it is the amount. When the type is “sales promotion”, it is the content of the negotiation when the promotion is made. If the type is “deposit”, it is the amount. If the type is “newspaper name”, it is a newspaper name. This “transaction content” can store data of a larger size (for example, 2000 bytes) than other data.

  FIG. 3B is a diagram showing a response history data format. The response history data format includes “customer ID”, “store number”, “contact date / time”, “negotiation”, and “negotiation content”. “Store number” corresponds to “store number” in the common data format. “Contact date and time” is the date and time when the customer contacted the customer for the reception. “Negotiation” indicates the type of negotiation (for example, sales promotion). “Negotiation content” indicates the content of the conversation with the customer, the customer's reaction, and the like.

  FIG. 3C is a diagram showing a bill transaction data format. The account transaction data format includes “customer ID”, “store number”, “transaction date / time”, “deposit / withdrawal”, and “amount”. “Store number” corresponds to “store number” in the common data format. “Transaction date and time” indicates the date and time of transaction with the customer. “Deposit / withdrawal” indicates the type of deposit / withdrawal (for example, salary transfer). “Amount” indicates the amount deposited or withdrawn.

  As shown in FIGS. 3A to 3C, the data formats of the response history data and the account transaction data are different. In this way, the data extraction unit 202 from a plurality of pieces of customer-related information having different data formats includes “customer ID”, “store number”, “occurrence date / time”, “channel”, “type”, and “transaction content” as predetermined information. "Is extracted. The data storage unit 203 stores the extracted predetermined information in the support DB 207 as a common data format file (for example, an XML (eXtensible Markup Languag) file). In the following description, a file having a common data format is referred to as a support file. The support DB 207 may be an XML format DB as described above, but may also be an XML format DB that does not have a column length restriction that is not a prescribed column size for each item of the DB.

  FIG. 3D is a diagram showing an example of correspondence between keywords and tags. FIG. 3E is a diagram illustrating an example of correspondence between “actions” and tags. The tag corresponds to an event related to a customer described later. The keyword is a character string for searching mainly by “transaction contents” in the common data format. For example, Japanese analysis and keyword search are performed in a support file (hereinafter also referred to as “Japanese analysis target file”) created based on the response history DB 300-2 and the external information DB 300-n. “Action” in FIG. 3 is a character string for searching mainly by “type” and “transaction content” in the common data format. For example, the character string is searched for in a support file (hereinafter also referred to as “action target file”) created based on the account transaction DB 300-1 and the ATM operation history DB 300-3.

  The business support apparatus 200 includes a database (not shown) in which a keyword or “action” corresponding to the tag is associated with each tag. FIG. 3D and FIG. 3E show examples of tags and keywords or “behavior” corresponding to the database.

  In the example of FIG. 3D, the keyword “child” is associated with the tag <childbirth>, and “ring” is associated with the tag <marriage>. For example, if "children" is included in the "transaction content" in the common data format, it is estimated whether or not to indicate "childbirth" from the text, and if it is estimated to indicate "birth", A tag <marriage> is added to "child" in "transaction content".

  In the example of FIG. 3E, the keyword “retirement> is associated with the keyword“ payment of 3 million yen or more ”, and the tag“ employment ”is associated with“ salary transfer ”. For example, when the “type” in the common data format indicates payment to an account and the amount indicated in “transaction details” is 3 million yen or more, a tag <retirement> is added to “type”.

FIG. 4 is a diagram illustrating an example of extraction by the data extraction unit 202. The data extraction unit 202 holds in advance extraction rules for extracting items corresponding to the common data format for each data format of the DB group 300.
FIG. 4A shows an example of extraction from the response history data. The data extraction unit 202 extracts “customer ID” of the response history data as data corresponding to “customer ID” of the common data. The data extraction unit 202 extracts “store number” of the response history data as data corresponding to “store number” of the common data. The data extraction unit 202 extracts the “contact date” of the response history data as data corresponding to the “occurrence date” of the common data. The data extraction unit 202 extracts “negotiation” of the response history data as data corresponding to the “type” of the common data. The data extraction unit 202 extracts “negotiation content” of the response history data as data corresponding to “transaction content” of the common data. The “channel” of the common data is the “response history” of the DB name from which the customer related information is acquired.

  FIG. 4B shows an example of extraction from the account transaction data. The data extraction unit 202 extracts “customer ID” of the account transaction data as data corresponding to “customer ID” of the common data. The data extraction unit 202 extracts “store number” of the account transaction data as data corresponding to “store number” of the common data. The data extraction unit 202 extracts the “transaction date / time” of the account transaction data as data corresponding to the “occurrence date / time” of the common data. The data extraction unit 202 extracts “deposit / withdrawal” of the account transaction data as data corresponding to the “type” of the common data. The data extraction unit 202 extracts “amount” of the account transaction data as data corresponding to “transaction content” of the common data. The “channel” of the common data is “account transaction” of the DB name from which the customer related information is acquired.

  As described above, the extracted data is stored as a support file in the support DB 207, but the data storage unit 203 stores it as one support file in a folder provided for each customer in the support DB 207. The event estimation unit 206 and the follow information generation unit 204 perform processing on the support file thus stored.

  FIG. 5 is a diagram illustrating an estimation example by the event estimation unit 206 and a follow information generation example by the follow information generation unit 204. FIG. 5A shows an estimation example by the event estimation unit 206. FIG. 5A shows an estimation example when processing is performed on a support file (referred to as file A) in which data extracted from the response history data shown in FIG. 4A is stored. . The event estimation unit 206 analyzes the Japanese indicated in the “transaction content” of the file A, and associates the wording determined to correspond to the above-described event with a tag.

  In FIG. 5 (a), the event estimation unit 206 determines that there is a possibility of giving birth as an event from the Japanese language "I was interested in student insurance." > Is added as a file A1 and stored in a folder with a customer ID of 11111. As described above, the event estimation unit 206 associates the event with the “transaction content” from which the event is estimated by using the tag. For example, when acquiring only support files related to “childbirth” by associating with tags, it is possible to extract only the support files related to the event by performing a search by tag for the support files in the folder. it can.

  FIG. 5B shows an example of generating follow information by the follow information generating unit 204. FIG. 5B shows an example of generating follow information when processing is performed on a support file (referred to as file B) in which data extracted from the account transaction data shown in FIG. 4B is stored. ing. The follow information generation unit 204 generates correspondence information corresponding to specific information when the predetermined information is specific information as described above. Specific information in the present embodiment includes information indicating changes in accounts (for example, salary transfer, retirement payment transfer, etc.), information on sales activities (a product is being proposed, a product was refused by a customer Etc.) and at least one piece of information related to the customer's condition (for example, inheritance, complaint handling occurred).

  Since “salary transfer” shown in “type” of file B corresponds to the specific information, the follow information generating unit 204 “recommends time deposit”, which is follow information corresponding to “salary transfer”. The following information is generated. The generated follow information is stored as a file B1 in a folder with a customer ID of 123456.

  FIG. 6 is a diagram showing a list screen example in which the contents based on the support file stored in the customer folder stored in the support DB 207 are displayed on the window terminal 400-4. The list screen includes a channel column 601, a content column 602, and a registration date column 603. In the channel column 601, a predetermined name is displayed based on the DB name that is the information source of the content displayed in the content column 602. Note that the channel is not displayed when the channel does not need to be displayed (for example, transfer, transfer, etc.). The content column 602 displays data based on the “type” or “transaction content” of the common data. In the registration date column 603, “date and time of occurrence” of the common data is displayed. As shown in the registration date column 603, the list screen is displayed in time series. In the list screen, it is also possible to display only a list of items that are sorted and described for a certain item.

  FIG. 7 is a diagram illustrating a life stage display example in which contents related to customer events are displayed on the window terminal 400-4. FIG. 7A shows a life stage screen 700. In the life stage screen 700, the window terminal 400-4 requests the business support apparatus 200 to generate a life stage screen, and the business support apparatus 200 generates screen data for displaying the life stage screen based on the support file in the folder. Then, by transmitting the generated screen data to the window terminal 400-4, the life stage screen is displayed on the window terminal 400-4.

  The life stage screen 700 includes event icons for each event. For example, the case where the event is “employment” will be described as an example. An event icon 702, a registration button 703, and a fixed date / time column 704 are displayed. The event icon and the registration button are provided for each event as shown in FIG. Also, the confirmed date / time column is provided only for events for which the event has been confirmed. When the event icon is selected, an individual event list screen 710 in FIG. 7B is displayed.

  There are three types of icons A, B, and C as event icons. The icon A, like the event icon 702, is a white character and black background icon indicating that the event is confirmed. Icon B, like event icon 705, is an icon in which black characters indicating that an event has been estimated by event estimation unit 206 are shaded. The icon C, like the event icon 706, is an icon with a white background in black characters indicating that the event has not been confirmed or estimated.

  When the generation of a life stage screen is requested, the business support apparatus 200 generates screen data including an icon A and a fixed date / time column for the event when a support file indicating the determination of the event exists in the folder. . When there is no support file indicating the confirmation of the event in the folder and there is a support file in which the event is estimated, the business support apparatus 200 generates screen data of the icon B for the event. If there is no support file indicating the confirmation of the event in the folder and there is no support file in which the event is estimated, the business support apparatus 200 generates screen data of the icon C for the event.

  FIG. 7B shows an individual event list screen 710. The individual event list screen 710 is a screen that displays information related to each event for each event. The individual event list screen 710 includes a channel column 711, a content column 712, and a registration time column 713. In the channel column 711, a predetermined name is displayed based on the DB name that is the information source of the content displayed in the content column 712. Note that the channel is not displayed in the case where the channel is not particularly required to be displayed (for example, confirmation of event or estimation). In the content column 712, data based on the “type” or “transaction content” of the common data is displayed. In the registration time column 713, “occurrence date and time” of the common data is displayed. As shown in the registration time column 713, the individual event list screen is displayed in time series.

  Further, when an event is confirmed, the grounds for confirming the event are displayed. In FIG. 7 (b), it is displayed that “Housing (My Home)” has been confirmed, and that is the reason that the event has been confirmed, “Loan loan at XX Bank in 2010, new construction "A detached house is purchased." Such grounds are input by the bank staff on the registration screen displayed when the registration button is selected.

  FIG. 7C shows a registration screen 720. The registration screen 720 includes radio buttons 721, a determination reason field 722, and a registration button 723. When confirming the event, the bank clerk selects “Register” with the radio button 721 and inputs the reason in the determination reason column 722. Then, by selecting the registration button 723, the event is confirmed. When the registration button 723 is selected, the window terminal 400-4 transmits a confirmation request indicating the confirmation of the event and the grounds to the business support apparatus 200. When the business support apparatus 200 receives the confirmation request, the business support apparatus 200 creates a support file in which the event is confirmed and the basis is described in a folder corresponding to the customer.

  The “not applicable” radio button 721 is a button for canceling the confirmation of the event. For example, when it was found that there was an error in the grounds, such as when a customer borrowed a mortgage at XX Bank and purchased a new detached house in 2010, which was the story of a customer's relative The clerk can cancel the confirmation by selecting “not subject” of the radio button 721, inputting “It was a relative's story” or the like in the determination reason field 722, and selecting the registration button 723. When the registration button 723 is selected, the window terminal 400-4 transmits to the business support apparatus 200 a cancellation request indicating that the event has been canceled and the above grounds. When the business support apparatus 200 receives the cancel request, the business support apparatus 200 creates a support file in which the event is canceled and the basis is described in a folder corresponding to the customer.

  FIG. 8 is a diagram illustrating a follow screen example in which follow information is displayed on the window terminal 400-4. The follow information includes information that prompts the clerk to give “thanks” and “apology” in addition to information that prompts the clerk to recommend products such as time deposits. FIG. 8A shows an example of a follow screen that is displayed when the follow information is information that prompts a clerk to “thank you”. In the follow screen of FIG. 8A, a message prompting the bank employee to thank the time deposit is displayed when depositing a time deposit or opening an account. FIG. 8B shows an example of a follow screen displayed when the follow information is information prompting the employee to “apology”. On the follow screen in FIG. 8B, since there is a complaint, a message is displayed prompting the attendant to be careful.

  FIG. 9 is a sequence diagram illustrating an example of processing performed in the business support system 100. The sequence diagram of FIG. 9 shows an example of processing performed between the account transaction DB 300-1, the business support apparatus 200, and the window terminal 400-4 as an example. As described above, since the account transaction DB 300-1 is stored in the database server, the database server and the business support system 100 actually exchange data, but here, the account transaction DB 300-1 will be described.

  The business support apparatus 200 transmits a data request to the account transaction DB 300-1 in order to acquire customer related information (step S101). The account transaction DB 300-1 that has received the data request transmits the account transaction data (step S102). The data extraction unit 202 of the business support apparatus 200 extracts the common data from the account transaction data, and the data storage unit 203 distributes the support file in which the common data is recorded to the customer folder based on the customer ID (step S103). .

  The event estimation unit 206 of the business support apparatus 200 performs an estimation process on the support file distributed to the customer folder (step S104). Next, the follow information generation unit 204 of the business support apparatus 200 performs a follow information generation process on the support file distributed to the customer folder (step S105).

  In order to display the life stage screen, the window terminal 400-4 transmits a stage screen request to the business support apparatus 200 together with the customer ID for which the stage screen is to be displayed (step S106). Upon receiving the stage screen request, the data output unit 205 of the business support apparatus 200 generates screen data for displaying the life stage screen from the support file in the folder corresponding to the customer ID, and the generated screen data is staged. It transmits to the window terminal 400-4 as a screen response (step S107). When the registration button 723 is selected on the registration screen 720, the window terminal 400-4 transmits a confirmation request to the business support apparatus 200 (step S108). Upon receiving the confirmation request, the business support apparatus 200 creates a support file in which the event is confirmed and the basis is described in a folder corresponding to the customer (step S109).

  FIG. 10 is a flowchart showing a support DB update processing procedure in the business support apparatus 200. First, the data acquisition unit 201 of the business support apparatus 200 acquires customer related information from the DB group 300 (step S201). Next, the data extraction unit 202 extracts common data from the acquired customer related information (step S202). The data storage unit 203 stores the support file storing the common data in the support DB 207 (step S203). The event estimation unit 206 performs an estimation process on the newly stored support file, and the follow information generation unit 204 performs a follow information generation process (step S204).

  It is determined whether an event is estimated in the estimation process by the event estimation unit 206 or whether follow information is generated in the follow information generation process by the follow information generation unit 204 (step S205). If no event is estimated and no follow information is generated (step S205: NO), this process ends. When the event is estimated (step S205: YES), the event estimation unit 206 adds the corresponding support file to the support DB 207 (step S206). When the follow information is generated (step S205: YES), the follow information generation unit 204 adds the corresponding support file to the support DB 207 (step S206).

FIG. 11 is a flowchart showing a request response processing procedure in the business support apparatus 200. This request processing procedure shows a processing example when the requests transmitted from the device group 400 are a stage screen request, a list screen request, an individual event list screen request, a follow information request, and a confirmation request.
The business support apparatus 200 determines whether a stage screen request has been received (step S301). When the stage screen request is received (step S301: YES), the data output unit 205 acquires all the support files in the customer folder of the support DB 207 (step S302). The data output unit 205 generates screen data of the life stage screen (step S303). Then, the data output unit 205 transmits the screen data (step S304) and ends this process.

  In step S301, when the stage screen request has not been received (step S301: NO), the business support apparatus 200 determines whether a list screen request has been received (step S305). When the list screen request is received (step S305: YES), the data output unit 205 acquires all the support files in the customer folder of the support DB 207 (step S306). The data output unit 205 generates screen data for the list screen (step S307). Then, the data output unit 205 transmits the screen data (step S304) and ends this process.

  In step S305, when the list screen request is not received (step S305: NO), the business support apparatus 200 determines whether or not the individual event list screen request is received (step S308). When the individual event list screen request is received (step S308: YES), the data output unit 205 acquires a support file related to the event in the customer folder of the support DB 207 (step S309). The data output unit 205 generates screen data of the individual event list screen (step S310). Then, the data output unit 205 transmits the screen data (step S304) and ends this process.

  In step S308, when the individual event list screen request has not been received (step S308: NO), the business support apparatus 200 determines whether a follow information request has been received (step S311). When the follow information request is received (step S311: YES), the data output unit 205 acquires a support file indicating the follow information in the customer folder of the support DB 207 (step S312). The data output unit 205 generates screen data of a follow screen indicating “thank you” and “caution information” (step S313). Then, the data output unit 205 transmits the screen data (step S304) and ends this process.

  In step S311, if the follow information request has not been received (step S311: NO), the confirmation request has been received, so the data storage unit 203 describes the fact that the event has been confirmed and the grounds. The support file is created in a folder corresponding to the customer (step S314), and this process is terminated.

  As described above, the business support apparatus according to the present embodiment has a plurality of pieces of customer-related information (for example, response history data, account transaction data, ATM) having different data formats (for example, response history data format, account transaction data format, etc.). Predetermined information (for example, data in a common data format) is extracted from an acquisition unit (for example, data acquisition unit 201) that acquires operation history, external information, and the like, and customer-related information acquired by the acquisition unit An extraction unit (for example, a data extraction unit), a storage unit (for example, the data storage unit 203) for storing the predetermined information extracted by the extraction unit in a common data format, and a storage unit In addition, an estimation unit (for example, event estimation) that estimates an event related to a customer (for example, employment, marriage, childbirth, own home, child advancement, retirement, inheritance, etc.) from the predetermined information. Unit 206) and the event estimated by the estimation unit and the predetermined information from which the event is estimated (for example, the wording determined to correspond to the event in the support file from which the event is estimated) For example, a support file associated with a tag is created) a related unit (for example, event estimation unit 206), and an output unit (for example, a data output unit, etc.) that outputs predetermined information associated with the event by the related unit And).

  In this embodiment, customer history information, account transaction data, ATM operation history, and external information are taken as examples of customer-related information, but the present invention is not limited to this. For example, any information may be used as long as it is information related to a customer or business such as data relating to net banking, loan examination information, transaction information with other banks. Account transaction data includes ordinary deposits (account opening / closing, deposits / withdrawals), time deposits (new contracts, deposits, payments, cancellations), card loans (opening / closing, execution / collection), loans (certificate loans), transfers -Transfers, caution information, contract changes (address changes, surname changes, etc.) may be used.

  In this embodiment, “customer ID”, “store number”, “occurrence date / time”, “channel”, “type”, and “transaction content” are exemplified as the predetermined information, but the present invention is not limited to this. Some of these pieces of information, or some or all of each piece of information and other information may be used. In the present embodiment, information in different data formats is stored as information in a common data format, so that information can be managed in an integrated manner. Moreover, even if it is a common data format, since a customer, a customer's action, etc. can be specified, usability is ensured. Further, since the data size of “transaction contents” is large, the details of negotiations and the like can be stored in detail. Moreover, since the data size of “transaction contents” is large, it can be used as a free space. For example, various data that are not included in the common data but are included in the customer related information can be stored. By storing the information in a common data format, the display format of the information can also be unified, so that the clerk and the like can fully grasp the information related to the customer. In addition, by estimating the event, it is possible to provide appropriate information to a bank employee or the like.

  In the present embodiment, employment, marriage, childbirth, own home, child advancement, retirement, and inheritance are taken as examples of events, but the present invention is not limited to this. For example, family information, owned movable property (for example, vehicle) / real estate, insurance, and other banking transactions are examples of events. The event estimation unit 206 in the present embodiment estimates the possession of a vehicle when, for example, a car loan is borrowed. Moreover, the event estimation unit 206 estimates the possession of real estate when, for example, a property tax is deducted. In addition, the event estimation unit 206 estimates possession or cancellation of insurance when an account transfer to an insurance company occurs or when a life insurance sales transaction (new contract, transfer, disappearance, etc.) occurs.

  In this embodiment, an event is associated with a word determined to be applicable to the event using a tag, but the present invention is not limited to this. For example, a file may be created for each event, and the text determined to correspond to the event and the file name may be stored in this file.

  You may make it provide the column of family information in the life stage screen in this embodiment. Examples of family information include a family structure, a substantial account manager, and the like. Further, the sales history may be stored in the above-described support file, and the sales history may be displayed on the list screen or the individual event list screen. As sales history, for example, “We decided to resend the material because we wanted to know more about my car loan.” “We just refinanced at XX bank and no mortgage is needed.” “10 million yen was purchased for 2 investment trusts and 200,000 yen was purchased for 1 insurance product”. By doing so, employees can share information, eliminate useless sales, and recommend products with a high possibility of purchase, so that efficient sales activities can be performed.

  The event estimation unit 206 can also estimate a customer contact time zone candidate. For example, the call center terminal 400-3 makes a call result such as “the month / day / day / hour / hour / minute were absent” or “the month / month / day X / hour / X minutes were connected” to the business support apparatus 200. , The business support apparatus 200 stores them in the support DB 207 as support files. With respect to this support file, the event estimation unit 206 can determine a time zone that was not connected or a connected time zone by estimation based on Japanese language analysis. By summarizing the determination results, the work support apparatus 200 stores the number of times of connection for each time zone and the number of times of no connection, and displays them on the call center terminal 400-3. In this way, the person in charge at the call center can share information, eliminate unnecessary communication, and contact in a time zone where it is easy to connect, so efficient sales activities can be performed.

  In the present embodiment, three types of event icons are provided, but the present invention is not limited to this. For example, the icon B indicating that the event has been estimated by the event estimation unit 206 may be displayed stepwise by increasing the color depending on the degree of estimation. For example, when an estimated number of files for a certain event is less than a predetermined number, it may be displayed lightly, and otherwise, it may be displayed darker. By doing in this way, the bank employee can grasp the approximate accuracy of the event, and thus can perform efficient sales activities.

  In the present embodiment, the business support apparatus is applied to banking services among financial services, but is not limited thereto. For example, in other financial business (insurance business, securities business, leasing business, credit sales business, money lending business, etc.), customer related information exists and financial products etc. are sold. A business support device can be applied. For example, in an insurance company, it is possible to open an insurance account, and the insurance account changes due to a change in contract, payment of insurance money, etc., so the follow information generation unit 204 provides corresponding information corresponding to those changes. Can be generated.

[Second Embodiment]
Next, a second embodiment will be described. In the second embodiment, an index (hereinafter, also referred to as “score”) indicating a degree of recommendation to a customer for each product that can be provided to the customer is derived for each customer. The greater the score, the greater the recommendation. Product information indicating products whose score has reached a predetermined reference value is output to the device group 400.
FIG. 12 is a diagram illustrating a schematic configuration of a business support apparatus 500 according to the second embodiment. The business support apparatus 500 has a configuration in which an index deriving unit 210 and an index DB 211 are newly added to the configuration illustrated in FIG. Therefore, the business support apparatus 500 includes all the functions described in the first embodiment.

  The index deriving unit 210 derives, for each customer, an index indicating the degree of recommendation to the customer for each product that can be provided to the customer. The index deriving unit 210 performs Japanese language analysis on predetermined information stored in the support DB 207 by the data storage unit 203 to estimate an event related to the customer, or based on “behavior”, a score table to be described later To derive the score. In the following explanation, a score that is subject to increase / decrease by Japanese analysis is also expressed as a score target. The index DB 211 is a DB that stores the score derived by the index deriving unit 210. The index deriving unit 210 obtains the degree of recommendation to the customer for each product that can be provided to the customer from the support file (for example, the file A1 in FIG. 5A) in which the content estimated by the event estimation unit 206 is shown. The index shown may be derived for each customer. That is, an index indicating the degree of recommendation to a customer may be derived for each customer from the estimated event for each product that can be provided to the customer.

FIG. 13A shows a score table. The score table is a table in which scores for products (loans and operations in FIG. 13A) are assigned for each keyword and “action”, and the index deriving unit 210 holds the score table.
For example, when “employment” is estimated as an event, the index deriving unit 210 adds 2 to the loan score and adds 5 to the operation score. Similarly, the index deriving unit 210 adds an operation score of 20, for example, when there is something corresponding to “action” of “payment of 1 million yen or more”. In FIG. 13A, only what is added to the score is shown, but there is also what is subtracted. For example, when there is a thing corresponding to the “behavior” that could not be withdrawn, the operation score is subtracted.

FIG. 13B shows a sales promotion table. The sales promotion table indicates a reference value and a notification method provided for each product. The reference value is a value for determining whether or not to output product information. The data output unit 205 outputs product information indicating a product whose score has reached the reference. The notification method indicates a method for notifying the customer of product information. In addition to the mail and DM (Direct Mail) shown in FIG. 13 (b), the notification method includes correspondence by telephone and window.
As described above, for example, in the loan in FIG. 13B, when the score reaches 50, the product information is output by mail.

FIG. 13C is a diagram showing customer score data stored in the index DB 211. Customer score data is provided for each customer and each product. For example, when there are two products, two pieces of customer score data are provided for one customer.
The customer score data includes a customer ID, a product ID, a score from January to December, a total, and a status flag. The product ID indicates a product corresponding to the customer score data. In the customer score data, a score is provided for each month. At the beginning of the month, this month's score in all customer score data is updated with zero. If the year changes, it will be overwritten from January. Therefore, the expiration date of the monthly score is one year. By providing an expiration date in this way, old information can be eliminated.
The update timing of the customer score data is when a support file corresponding to the customer is newly created. However, if there is no score target in the new support file, the customer score data is not updated.

  The sum in the customer score data is the sum of scores from January to December. The status flag is a flag indicating the sales promotion status, and indicates four values (not reached, notified, not notified, purchased). Unreachable indicates that the score has not reached the reference value. “Notified” indicates that the score has reached the reference value and the product is recommended to the customer by e-mail or the like, or DM (Direct Mail) is transmitted or transmitted. Unnotified indicates that the score has reached the reference value, but the product has not yet been recommended to the customer. This unnotification is used, for example, when recommending a product to a customer by telephone or at a window. When a product is recommended to a customer by telephone or at the counter, “notified” is set in the flag. Purchased indicates that the customer has purchased the product.

FIG. 14 is a flowchart showing an index DB update processing procedure in the business support apparatus 500. This flowchart shows an update processing procedure for one customer.
The index deriving unit 210 of the business support apparatus 500 determines whether a new support file has been created (step S401). When the data storage unit 203 creates a new support file, the customer ID and the file name are notified to the index deriving unit 210. Therefore, the index deriving unit 210 determines that a new support file has been created by receiving this notification. .

  When a new support file is created (step S401: YES), it is determined whether or not the new support file is a Japanese analysis target file (step S402). If the new support file is a Japanese analysis target file (step S402: YES), the index deriving unit 210 performs Japanese analysis on the searched support file (step S403). The index deriving unit 210 determines whether or not a score target exists as a result of the Japanese analysis (step S404). When there is no score target (step S404: NO), the index deriving unit 210 ends this process. If there is a score target (step S404: YES), the index deriving unit 210 proceeds to step S407.

  When the new support file is not a Japanese analysis target file (step S402: NO), the index deriving unit 210 searches the score target “action” using the new support file as the action target file (step S405). The index deriving unit 210 determines whether or not there is an “action” to be scored as a result of the search (step S406). If there is no action to be scored (step S406: YES), the index deriving unit 210 ends this process. If there is an action to be scored (step S406: YES), the index deriving unit 210 proceeds to step S407.

  The index deriving unit 210 adds or subtracts scores (step S407). Here, addition / subtraction of scores corresponding to all score objects existing in the support file is performed. For example, when the score target is “My Home”, the loan score is incremented by 10, so the addition is performed in the customer score data corresponding to the loan. On the other hand, when the score object is “marriage”, the loan score is added by 5 and the operation score is added by 5, so the addition is performed in the two customer score data corresponding to each of the loan and the operation. .

  The index deriving unit 210 updates the current month's score (step S408). Here, an update for adding the value calculated by the addition / subtraction in step S407 to the current score is performed. The index deriving unit 210 updates the total (step S409), performs sales promotion processing according to the updated score (step S410), and ends this processing.

FIG. 15 is a flowchart showing the procedure of the sales promotion process in step S408 of the index DB update process. The index deriving unit 210 determines whether or not there is a product whose score has reached the reference point for the first time (step S501). Whether or not the product has reached the reference point for the first time can be determined by whether or not the score has reached the reference point and the status flag indicates that the reference point has not been reached. If there is no product for which the score has reached the reference point for the first time (step S501: NO), the index deriving unit 210 ends the process without performing any sales promotion.
If there is a product whose score has reached the reference point for the first time (step S501: YES), the index deriving unit 210 refers to the sales promotion table and determines whether the notification method is e-mail (step S502). If the notification method is email (step S502: YES), the data output unit 205 transmits a sales promotion email indicating product information to the customer (step S503). The index deriving unit 210 sets “notified” in the status flag (step S504), and ends this process.

In step S502, when the notification method is not mail (step S502: NO), the index deriving unit 210 determines whether the notification method is DM (step S505). When the notification method is DM (step S505: YES), the index deriving unit 210 adds the customer ID to the DM transmission list (step S506), and proceeds to step S504. This DM transmission list is output by the data output unit 205 to a PC (not shown) in charge of DM transmission in the bank, and then the DM is transmitted.
When the notification method is not DM (step S505: NO), the index deriving unit 210 sets unnotified in the status flag (step S507) and ends this process. In this way, the business support apparatus 500 outputs product information indicating a product whose score has reached a predetermined standard.

The sales promotion information request receiving process described below is a process of receiving a sales promotion information request from the device group 400, the customer's PC, and the customer's smartphone, and outputting the sales promotion information including the product information according to the score. The sales promotion information request includes the customer ID as a parameter.
FIG. 16 is a flowchart showing the sales promotion information request reception processing procedure. Upon receiving the sales promotion information request, the index deriving unit 210 searches the score DB with the customer ID (step S601). The index deriving unit 210 sorts the products in descending order of the total indicated in the customer score data obtained by the search (step S602).

The index deriving unit 210 determines whether or not the request source of the sales promotion information request is a clerk terminal (step S603). Here, the clerk terminal is a terminal used by a clerk such as the portable terminal 400-1, the call center terminal 400-3, and the window terminal 400-4. When the request source is a staff terminal (step S603: YES), the index deriving unit 210 generates screen data indicating a score list to be described later (step S604). The data output unit 205 outputs the generated screen data to the request source (step S605), and ends this process.
When the request source is not a clerk terminal (step S603: NO), the index deriving unit 210 determines whether or not the request source is a customer PC (step S606). When the request source is the customer PC (step S606: YES), the index deriving unit 210 generates screen data of an internet banking screen indicating unseen products and products ranked 1st to 3rd (step S607). . The data output unit 205 outputs the generated screen data to the request source (step S605), and ends this process. The reason for generating the screen data indicating the three items of the first to third scores is that the PC screen is wider than the smartphone or ATM 400-2, and a wide advertising space can be provided.

  When the request source is not the customer PC (step S606: NO), the index deriving unit 210 determines that the request source is the customer's smartphone or ATM 400-2, and shows a product with the highest score among unnotified products. Data is generated (step S608). The data output unit 205 outputs the generated screen data to the request source (step S605), and ends this process. The reason for generating screen data indicating only the product with the highest score is that the screen of the smartphone or ATM 400-2 is narrower than the screen of the PC, and a large advertising space cannot be provided. When the request source is ATM 400-2, an ATM screen is generated. When the request source is a smartphone, a smartphone screen is generated.

FIG. 17 is a diagram illustrating an example of a screen displayed in response to a sales promotion information request. FIG. 17A shows a score list screen. This score list screen displays the screen data generated in step S604. As shown in FIG. 17A, the score list screen includes a product name, a score, a reference value, and a state in descending order of score. Of these, the “state” is the content indicated by the above-described state flag.
For example, if the “status” is not notified on the score list screen, the bank employee can conduct product sales activities for the customer. If the score is close to the reference value, the product sales activities are exceptional. Can also be done.

FIG. 17B is a diagram showing an internet banking screen. This internet banking screen displays the screen data generated in step S607. As shown in FIG. 17B, advertisements 801 of three products with the first to third scores in the unnotified products are displayed.
By displaying advertisements for the three products ranked 1st to 3rd on the Internet banking screen, you can display more suitable advertisements for customers, so you can conduct sales activities more efficiently than if you do not consider the score. it can. As described above, the business support apparatus 500 outputs product information indicating a product for which an index having a relatively high recommendation degree is derived among indexes derived for each product.

FIG. 17C is a diagram showing a screen displayed on the ATM 400-2. This screen displays the screen data generated in step S608. As shown in FIG. 17 (c), an advertisement 802 of an unnotified product with the highest score is displayed.
By displaying the advertisement of the product with the highest score on the screen of ATM400-2 or smartphone, it is possible to display the advertisement with the highest score that is suitable for the size of the screen. Can conduct sales activities.

  In the above embodiment, a score to be added or subtracted is set for each score target or each product, and the score target is based on various keywords and “behavior”. It becomes possible.

  In the embodiment described above, product information may be provided in consideration of products purchased by customers. For example, you may make it provide the merchandise information of the goods which the other customer who purchased the goods which the customer purchased purchased.

  In the above-described sales promotion process, it is determined whether or not the sales promotion is performed for the total of the customer score data for one year, but whether or not the sales promotion is performed for a certain period (for example, the campaign period or the sales strengthening period). May be judged. By doing in this way, the sales promotion process of the goods relevant to a fixed period can be performed.

  Furthermore, the business support apparatus may be provided with a prefetch function. For example, a function is provided that can prefetch events that will occur in the future, such as when retirement is near. This is because the customer may have decided how to use it when the retirement allowance is received. According to this look-ahead function, it is possible to conduct business activities when it is determined that retirement is close, so it is possible to conduct business activities efficiently without missing the timing. As an example of retirement look-ahead method, since the work place and birthday of the customer are known, record the age at which other customers who worked at the same work place retired, etc. There are a method of determining based on age, a method of collecting data on a company at work from the Internet, and a method of determining based on the obtained data. In this way, it is possible to prefetch events that occur by collecting data from each channel and analyzing the collected data. Then, it is possible to provide a business support apparatus that provides appropriate information in a timely manner by outputting a prefetched event.

  The processing of the business support apparatus 200 or the business support apparatus 500 in the above-described embodiment may be realized by a computer. In that case, a program for realizing this function may be recorded on a computer-readable recording medium, and the program recorded on this recording medium may be read into a computer system and executed. Here, the “computer system” includes an OS and hardware such as peripheral devices. The “computer-readable recording medium” refers to a storage device such as a flexible medium, a magneto-optical disk, a portable medium such as a ROM and a CD-ROM, and a hard disk incorporated in a computer system. Furthermore, the “computer-readable recording medium” dynamically holds a program for a short time like a communication line when transmitting a program via a network such as the Internet or a communication line such as a telephone line. In this case, a volatile memory inside a computer system serving as a server or a client in that case may be included and a program held for a certain period of time. Further, the program may be a program for realizing a part of the above-described functions, and may be a program capable of realizing the functions described above in combination with a program already recorded in a computer system. You may implement | achieve using programmable logic devices, such as FPGA (Field Programmable Gate Array).

  The embodiment of the present invention has been described in detail with reference to the drawings. However, the specific configuration is not limited to this embodiment, and includes designs and the like that do not depart from the gist of the present invention.

DESCRIPTION OF SYMBOLS 100 Work support system, 200 Work support apparatus, 201 Data acquisition part 202 Data extraction part, 203 Data storage part, 204 Follow information generation part 205 Data output part, 206 Event estimation part, 207 Support database 300 Database group, 400 Device group, 210 Index derivation unit, 211 Index DB

Claims (12)

An acquisition unit for acquiring a plurality of customer-related information in different data formats;
An extraction unit for extracting predetermined information from the customer-related information acquired by the acquisition unit;
A storage unit for storing the predetermined information extracted by the extraction unit in a common data format;
From the predetermined information stored by the storage unit, an estimation unit that estimates an event related to a customer;
An association unit that associates the event estimated by the estimation unit with the predetermined information from which the event is estimated;
An output unit that outputs the predetermined information associated with the event by the association unit;
A business support apparatus characterized by comprising: When the predetermined information is specific information, a generation unit that generates correspondence information corresponding to the specific information,
The business support apparatus according to claim 1, wherein the output unit outputs the correspondence information generated by the generation unit.   The predetermined information is information relating to a financial business, and the specific information includes at least one of information indicating an account change, information relating to a sales activity, and information relating to a customer condition. Item 3. The business support device according to Item 2.   The business support apparatus according to claim 1, wherein the storage unit stores the predetermined information in time series.   The derivation part which derives for every customer the index which shows the recommendation degree to a customer for every goods which can be provided to a customer from the predetermined information or the presumed event. 5. The business support apparatus according to any one of 4 above.   6. The business support apparatus according to claim 5, wherein the output unit outputs product information indicating a product from which an index having a relatively high recommendation degree is derived among indexes derived for each product.   The business support apparatus according to claim 5, wherein the output unit outputs product information indicating a product whose index reaches a predetermined reference. An acquisition step for acquiring a plurality of customer-related information in different data formats;
An extraction step of extracting predetermined information from the customer-related information acquired by the acquisition step;
A storage step of storing the predetermined information extracted by the extraction step in a common data format;
An estimation step of estimating an event related to a customer from the predetermined information stored in the storage step;
An association step associating the event estimated by the estimation step with the predetermined information from which the event was estimated;
An output step of outputting the predetermined information associated with the event by the association step;
A business support method characterized by comprising:   9. The method according to claim 8, further comprising: a derivation step of deriving, for each customer, an index indicating a degree of recommendation to the customer for each product that can be provided to the customer from the predetermined information or the estimated event. Business support method. A business support system including a business support device, a database server, and a device,
The business support device includes:
An acquisition unit that acquires a plurality of customer-related information with different data formats from the database server;
An extraction unit for extracting predetermined information from the customer-related information acquired by the acquisition unit;
A storage unit for storing the predetermined information extracted by the extraction unit in a common data format;
From the predetermined information stored by the storage unit, an estimation unit that estimates an event related to a customer;
An association unit that associates the event estimated by the estimation unit with the predetermined information from which the event is estimated;
An output unit that outputs the predetermined information associated with the event by the association unit to the device;
A business support system characterized by comprising:   The deriving unit that derives, for each customer, an index indicating a degree of recommendation to a customer for each product that can be provided to the customer from the predetermined information or the estimated event. Business support system. In the computer of the business support device,
An acquisition step for acquiring a plurality of customer-related information in different data formats;
An extraction step of extracting predetermined information from the customer-related information acquired by the acquisition step;
A storage step of storing the predetermined information extracted by the extraction step in a common data format;
An estimation step of estimating an event related to a customer from the predetermined information stored in the storage step;
An association step associating the event estimated by the estimation step with the predetermined information from which the event was estimated;
An output step of outputting the predetermined information associated with the event by the association step;
A program for running

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