JP2017191442A - Information generation device and information generation method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To obtain useful information in order to get preferable results in operating activities.SOLUTION: An information generation device for generating useful information for operating activities, comprising: an operation information acquiring section (20) that acquires a report including information related to operating activities for customers; an action index extraction section (21) that extracts a report including an action index on the basis of the action index indicating a predetermined action related to the operating activities; a language processing section (24) that extracts a phrase indicating a matter having an influence on the customers from the extracted report; a target index extraction section (23) that extracts a day in which the predetermined action is performed and a store at which the predetermined action is performed from the extracted report based on the action index, and extracts a transition in an operating state of a predetermined function of a user terminal at the extracted store between the day before the extracted day and the day after the extracted day as a transition of a target index; and an analysis processing section (25) that determines a success or a failure of the action index for the target index on the basis of the transition of the target index, and generates analysis information associating a determination result of the success or the failure with the phrase extracted by the language processing section.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a technique for obtaining information useful for so-called sales activities.

  As a technique for supporting so-called sales activities, for example, Japanese Patent Application Laid-Open No. 10-11498 (Patent Document 1) is a business management support system that supports business management using a process management table, and includes process management. The horizontal axis of the table shows each stage of the sales process on the sales side, the vertical axis shows each stage of the customer step on the customer side, and in each cell of the process management table, for example, the total number of negotiations and the estimated sales amount A sales management support system is disclosed in which data is entered or the latest visit date, the number of visits, the estimated sales amount at the latest visit, etc. are entered.

  By the way, in the sales management support system disclosed in the above-mentioned Patent Document 1, although the process on the sales side can be managed in consideration of the steps on the customer side, there is a correspondence relationship between the behavior of the sales person and the result, and a preferable result. It was difficult to obtain useful information for sales activities, such as obtaining information visualized in such a way that sales know-how such as behavioral trends when it can be obtained can be applied to other sales representatives.

Japanese Patent Laid-Open No. 10-11498

  An object of the present invention is to provide a technique capable of obtaining useful information for obtaining favorable results in sales activities.

  An information generation apparatus according to an aspect of the present invention is an apparatus that generates information useful for sales activities, and (a) a sales information acquisition unit that acquires reports including information related to sales activities for customers; (B) an action index extraction unit that extracts a report including the action index based on an action index indicating a predetermined action related to the sales activity; and (c) from the extracted report, to the customer A language processing unit for extracting a phrase indicating an item that has been worked on, and (d) extracting a date and a store on which the predetermined action was performed from a report extracted based on the behavior index, before and after the extracted date, A target index extracting unit that extracts a transition of an operation state of a predetermined function in the extracted user terminal of the store as a transition of a target index; and (e) based on the transition of the target index, An analysis processing unit that determines success or failure of the behavioral index and generates analysis information that associates the determination result of the success or failure with the phrase extracted by the language processing unit. is there.

  An information generation method according to an aspect of the present invention is a method for generating information useful for sales activities, wherein (a) acquiring a report including information related to the sales activities for a customer; ) Extracting a report including the behavior index based on a behavior index indicating the predetermined behavior related to the sales activity; and (c) the predetermined behavior from the report extracted based on the behavior index. Extracting a date and a store that have been operated, and extracting a transition of an operation state of a predetermined function in a user terminal of the extracted store before and after the extracted date as a transition of an objective index; and (d) Extracting a phrase indicating an item that has acted on the customer from the extracted report; and (e) generating a behavior index for the target index based on the transition of the target index. Or failure to determine a step and, information generation method comprising generating a analyzed information that associates with the phrase to be extracted determination result of the success or failure and by the language processing unit.

  According to the above configuration, it is possible to obtain useful information for obtaining favorable results in sales activities.

FIG. 1 is a diagram illustrating a schematic configuration of a system according to an embodiment. FIG. 2 is a block diagram illustrating a configuration of the analysis apparatus. FIG. 3 is a conceptual diagram illustrating an example of business situation data. FIG. 4 is a diagram for explaining a relationship between an action index and a purpose index. FIG. 5 is a flowchart showing an operation procedure of the analysis apparatus. FIG. 6 is a diagram illustrating an example of the contents of the analysis result.

  FIG. 1 is a diagram illustrating a schematic configuration of a system according to an embodiment. The system shown in the figure includes a plurality of user terminals 100, a service providing apparatus 200, one or a plurality of information processing apparatuses 300, and an analysis apparatus (information generation apparatus) 400. The system according to the present embodiment uses, for example, each user terminal 100 installed with an application program for performing POS (Point-Of-Sale: point-of-sale information management) processing at each store (for example, a restaurant or a hairdressing salon). For supporting the operation of the user terminal 100 in each store.

  Each user terminal 100 is, for example, a tablet-type information processing apparatus, and has a function of performing communication via a communication line. Each user terminal 100 is connected to the service providing apparatus 200 and the analysis apparatus 400 via the communication network N so as to be able to communicate with each other. Each user terminal 100 is installed with an application program for performing POS processing. By executing the program, POS functions such as order management and accounting processing are realized.

  The service providing apparatus 200 is connected to each user terminal 100 through a communication network N so as to be able to communicate with each other. The service providing apparatus 200 provides information necessary for POS processing in each user terminal 100 and upgrades an application program. Processing necessary to support the operation of the user terminal 100 in each store is performed, such as analyzing data transmitted from each user terminal 100 and providing POS information such as sales status and product demand prediction. The service providing apparatus 200 is configured by, for example, a computer having high arithmetic processing capability, and is configured by executing a predetermined program in the computer.

  The information processing apparatus 300 goes to the store where each user terminal device 100 is installed, provides useful information to the user who is the owner of this store, or introduces the company's products or services. It is used by sales representatives who conduct sales activities. Specifically, the information processing apparatus 300 is used for inputting sales situation data including information related to sales activities by each sales representative. The information processing apparatus 300 is capable of receiving various data and displaying the contents, and transmitting information input using an operation unit to the outside. For example, a general personal computer Alternatively, an information processing terminal such as a smartphone or a tablet computer can be used. The information processing apparatus 300 and the analysis apparatus 400 may be directly connected as illustrated, may be connected via a local area network or the like, or may be connected via an external communication network such as the Internet. It may be connected.

  The analysis device 400 obtains sales situation data representing the contents of sales activities by each sales representative input using the information processing apparatus 300 and also represents operations related to the operation status of application programs in each user terminal device 100. Status data is acquired from each user terminal device 100, and by analyzing the information, data including information useful for sales activities is generated and output. The analysis device 400 is configured by, for example, a computer with high arithmetic processing capability, and is configured by executing a predetermined program in the computer.

  The communication network N includes a communication network that can perform information communication with each other between the user terminals 100, the service providing apparatus 200, and the analysis apparatus 400. The communication network N may be any of, for example, the Internet, a LAN, a dedicated line, a telephone line, a corporate network, a mobile communication network, other communication lines, a combination thereof, or is it wired or wireless? It doesn't matter.

  FIG. 2 is a block diagram illustrating a configuration of the analysis apparatus 400. As illustrated, the analysis apparatus 400 includes a control unit 10, an information storage unit 11, a communication unit 12, an input unit (not shown), a display unit, and the like.

  The control unit 10 is configured by executing a predetermined operation program in a computer system including, for example, a CPU, a ROM, a RAM, and the like, and controls the overall operation of the analysis apparatus 400.

  The information storage unit 11 is a storage device having a large storage capacity, such as a hard disk device, and stores data indicating various types of information.

  The communication unit 12 is connected to the control unit 10 and performs processing necessary for the control unit 10 to perform information communication with each user terminal 100 via the communication network N.

  The control unit 10 includes a business information acquisition unit 20, a behavior index extraction unit 21, a state acquisition unit 22, a purpose index extraction unit 23, a natural language processing unit (language processing unit) 24, and an analysis processing unit 25 as functional blocks.

  The business information acquisition unit 20 acquires a report such as a daily report input using the information processing device 300 via the communication processing unit 12 and stores the report in the information storage unit 11. The report input by the sales person includes a report for recording the contents of the action such as a store visit by the sales person or contact by telephone, e-mail, messenger or the like. The sales staff can create a report by using the information processing apparatus 300 to input a sentence, that is, text data in a predetermined format. The business information acquisition unit 20 can extract business situation data from the report acquired from the information processing apparatus 300 and store it in the information storage unit 11. The business status data extracted from the report includes, for example, information such as the store name of the contact by visiting or telephone, visit or contact date, status report, and sales representative name. In addition to reports such as daily reports, the sales information acquisition unit 20 also receives the sales amount for this store, the presence or absence of orders for new products or services, the number of options contracts received via the communication processing unit 12. Information such as presence or absence or number can be acquired and stored in the information storage unit 11 as business situation data.

  The behavior index extraction unit 21 uses the business situation data stored in the information storage unit 11 to extract a behavior index that is information indicating behavior by a salesperson. Here, as an example, the fact that a certain salesperson has visited a specific store as a sales activity and the date or date on which the visit was made are extracted as behavior indicators. As an action index, it is also possible to use a telephone contact or the like and the date or date of the contact.

  The state acquisition unit 22 receives an operation history in each user terminal 100 from each user terminal 100 or the service providing apparatus 200 via the communication processing unit 12, and determines an operation state in each user terminal 100 based on the operation history. The operating state data shown is acquired, and the operating state data is stored in the information storage unit 11. The operating state data includes, for example, the number of times of use (frequency of use) of various functions implemented in the application program in each user terminal 100, the daily operating time of the application program, and the like.

  The objective index extraction unit 23 uses the operating state data stored in the information storage unit 11 to extract an objective index indicating an item that is expected to be achieved in response to the behavior index by the sales person. Here, as an example, the usage status for each function in each user terminal 100 is extracted as a target index. The purpose index extracting unit 23 can also extract the purpose index using the business situation data stored in the information storage unit 11. In this case, for example, the sales status at each store, the order status of a new product or service, the order status of an option contract, and the like are extracted as objective indexes.

  The natural language processing unit 24 acquires text data included in the daily report, performs a natural language analysis process on the text data, and extracts a phrase included in the daily report. Here, the phrase includes a word or a clause or a group of words in which a plurality of words or clauses are collected.

  The analysis processing unit 25 performs a predetermined analysis process using the behavior index extracted by the behavior index extraction unit 21, the purpose index extracted by the purpose index extraction unit 23, and the phrase extracted by the natural language processing unit 24, Generate useful information for sales activities. Details of the analysis processing by the analysis processing unit 25 will be described later.

  FIG. 3 is a conceptual diagram showing an example of a daily report. The daily report of the present embodiment is a summary of the contents of sales activities performed by each sales representative and input to the information processing apparatus 300. The example daily report includes a status report (feelings) that summarizes the name of the sales representative, the name of the store visited, the visit date and time, the purpose of the visit, and the visit status. Of these, the status report is a report in which sales representatives describe the contents of sales activities in free text. Specifically, for example, the situation report includes matters that the user has worked on at the visited site and the corresponding reaction (received an indication, etc.) of the visited site. In the example sales situation data, one of the functions (function 1) implemented in the POS processing application program installed in the user terminal 100 installed in the store at the store visited by the sales representative. ) Is used as a status report, including the reaction of the visitor when conducting a sales activity that encourages customers to use the service.

  FIG. 4 is a diagram for explaining a relationship between an action index and a purpose index. Here, as an example of the behavior index, it is assumed that a sales person visits a specific store. Further, as an example of the purpose index, a usage situation of the function 1 of the application program for POS processing installed in the user terminal 100 of the store is assumed.

  FIG. 4A is a graph showing the number of times of use of function 1 (a state of the objective index) in a certain store A in a time series for each day. In the illustrated example, the fact that the sales representative visited the store A on March 11 corresponds to the “behavior indicator”. Before the action specified by this behavior index, the number of times that the function 1 was used was accumulated once. However, after the action specified by the behavior index, the number of times that the function 1 was used increased dramatically. Yes. In the example shown in the figure, the number of times that the function 1 is used for 7 days after the behavior index is 29 times. The same is true for the next seven days. In this example, it can be determined that the action index of visiting the store A on March 11 has succeeded with respect to the objective index of the usage status of the function 1.

  FIG. 4B is a graph showing the number of times of use of function 1 in another store B in time series for each day. In this example as well, the fact that the sales representative visited the store B on March 11 corresponds to the “behavior indicator”. However, in this example, the number of times that the function 1 is used before the action specified by this action index is three times, and the number of times that the function 1 is used increases after the action specified by the action index. Not. In the illustrated example, the number of times that the function 1 is used in the seven days after the action specified by the action index is accumulated once, which is less than before the action index. The same is true for the next seven days. In this example, it can be determined that the action index of visiting the store B on March 11 has failed with respect to the objective index of the usage status of the function 1.

  Here, in order to judge the success or failure of sales activities, it is possible to arbitrarily set how long the target index is evaluated before and after the action specified by the action index, but it is specified by the action index. It is more preferable to set 7 days before and after the action to be performed. This is because, by setting the period to 7 days, that is, one week, it is possible to eliminate the fluctuation factors due to the difference in day of the week.

  FIG. 5 is a flowchart showing an operation procedure of the analysis apparatus 400. Note that the order of the processing of each step can be changed as long as no contradiction occurs.

  The behavior index extraction unit 21 extracts a report including a predetermined behavior index from the information storage unit 11 (step S11). Here, the action index includes an index indicating a predetermined action related to the sales activity. For example, when a visit to a specific store is used as an action index, a report indicating that an activity that a certain salesperson visited a specific store as a sales activity has been performed is extracted.

  The objective index extraction unit 23 extracts an objective index using the operating state data acquired based on the operation history of each user terminal 100 and stored in the information storage unit 11 (step S12). For example, the date of visit and the store visited are extracted from a report indicating that a specific store has been visited, and the operating state transition of each function in the user terminal 100 installed in the store before and after the extracted date Are extracted as the transition of the objective index. For example, the usage status for each function in each user terminal 100 is extracted as a target index.

  The natural language processing unit 24 extracts a phrase from the report input by the sales representative (step S13). For example, the natural language processing unit 24 can extract a phrase from a situation report included in a daily report.

  The analysis processing unit 25 performs a predetermined purpose based on the behavior index extracted by the behavior index extraction unit 21, the purpose index extracted by the purpose index extraction unit 23, and the operation state data acquired by the state acquisition unit 22. The success or failure (success / failure) of the sales activity at each store by each sales representative is determined (step S14).

  Here, for example, when the “number of times of use of function 1”, which is a numerical value indicating the state of the target index, is larger than a predetermined reference value, it is determined as “success”, and when it is equal to or less than the reference value, it is determined as “failure”. be able to. In the example described above, it is possible to determine “success” when the cumulative value of the number of uses of a certain function 1 is larger than the reference value, and “failure” when the accumulated value is less than the reference value. As another example, for example, when the cumulative value of the number of uses of function 1 after the behavior index in a predetermined period is larger than the cumulative value of the number of uses of function 1 before the behavior index in a predetermined period, It can also be determined as “success” or “failure” otherwise.

  Next, the analysis processing unit 25 stores the determination result of success or failure (success or failure) determined in step S14 in the information storage unit 11 in association with the phrase extracted by the natural language processing unit 24 in step S13 (step S15). ). For example, in the present embodiment, the phrase included in the daily report when visiting store A is recorded in association with the success, and included in the daily report when visiting store B, with respect to the objective indicator of the usage status of function 1 The phrase is recorded in association with the failure.

  Next, the analysis processing unit 25 determines whether another report exists in the information storage unit 11 (step S16). If another report exists (step S16; YES), the process returns to step S11 and the subsequent processing is executed. That is, the series of processes described above are performed on each report, and the success or failure of the sales activity is associated with the phrase extracted at that time.

  On the other hand, when there is no other report (step S16; NO), the analysis processing unit 25 uses the phrase “successful” for the sales activity and the phrase extracted based on each report for each purpose index. An analysis result arranged in the case of “failure” is generated (step S17). The generated analysis result is output to the information processing apparatus 300 as numerical information or image information, for example. As a result, each sales representative and its manager can share the analysis result and reflect it in the next sales activity.

  FIG. 6 is a diagram illustrating an example of the contents of the analysis result. As shown in the figure, for example, the number of phrases associated with each of the “success pattern” and “failure pattern” is aggregated, and the analysis results are listed in descending order. It is also visualized with a bar graph. In the example shown in the figure, as a result of the analysis of the success pattern, each phrase 1, 2, 3, 4, 5 is shown in order from the top in the order of the number of appearances, the number of appearances is shown on the right side of each phrase, and the right side Shows a bar graph. Similarly, as an analysis result of the failure pattern, each phrase 7, 8, 3, 1, 6 is shown in order from the highest appearance number, the number of appearances is shown on the right side of each phrase, and further on the right side. A bar graph is shown. Note that even if there are phrases that appear in common in the success pattern and the failure pattern, it can be seen from the analysis result that, for example, phrase 1 is likely to appear in the success pattern.

  According to the embodiment as described above, it is possible to obtain useful information for obtaining favorable results in sales activities.

  The present invention is not limited to the above-described embodiment, and can be implemented in various other forms without departing from the gist of the present invention. For this reason, the said embodiment is only a mere illustration in all points, and is not interpreted limitedly.

  For example, in the above-described embodiment, each user terminal 100 in which an application program for performing POS is installed is arranged in each store (for example, a store such as a restaurant or a hairdressing salon), and the user terminal 100 in each store is arranged. In the system for supporting the operation, the case where information useful for sales activities is obtained has been illustrated, but the scope of application of the present invention is not limited to this. For example, the application program installed in the user terminal 100 is not limited to the POS program, and the present invention can be applied to various business programs and other arbitrary application programs.

  Further, in the above-described embodiment, the usage status of function 1 as a goal index is set, and the number of uses is set as information indicating the state. However, the goal index is not limited to this, and for example, in each store It may be the sales amount. The status acquisition unit 22 may acquire the sales amount from the business situation data. Further, the objective index may be difficult to quantify, for example, whether there is a contract order. In this case, it is possible to determine that the state of the objective index is “contract order received (achieved)” as “success” and “contract unordered (not achieved)” as “failure”. The status acquisition unit 22 may acquire the contract order from the business status data.

10: Control unit 11: Information storage unit 12: Communication unit 20: Sales information acquisition unit 21: Behavior index extraction unit 22: State acquisition unit 23: Objective index extraction unit 24: Natural language processing unit 25: Analysis processing unit 100: User Terminal 200: Service providing device 300: Information processing device 400: Analysis device N: Communication network

Claims (5)

A sales information acquisition department that acquires reports containing information related to sales activities for customers;
An action index extraction unit that extracts a report including the action index based on an action index indicating a predetermined action related to the sales activity;
A language processing unit that extracts a phrase indicating an item that has worked on the customer from the extracted report;
The date of the predetermined action and the store are extracted from the report extracted based on the behavior index, and the operating state transition of the predetermined function in the user terminal of the extracted store before and after the extracted date is extracted. A target index extracting unit that extracts the target index as a transition of the target index;
Based on the transition of the objective index, the success or failure of the behavior index with respect to the objective index is determined, and analysis information that associates the determination result of the success or failure with the phrase extracted by the language processing unit is generated An analysis processing unit to
An information generation device including: The report includes sentences described by a person in charge of the sales activity,
The language processing unit extracts the word or phrase from the sentence;
The information generation device according to claim 1. The information indicating the state of the objective index is numerical information,
The analysis processing unit determines that the sales activity is successful when the numerical value, which is information indicating the state of the target index, increases after the action than before the action specified by the action index, In other cases, it is determined that the sales activity has failed.
The information generation device according to claim 1. Based on the operation history information acquired from the user terminal, further comprising a state acquisition unit for acquiring an operating state of a predetermined function in the user terminal,
The information generation device according to any one of claims 1 to 3. Obtaining a report containing information related to the sales activities for the customer;
Extracting a report including the behavior index based on a behavior index indicating a predetermined behavior related to the sales activity;
The date of the predetermined action and the store are extracted from the report extracted based on the behavior index, and the operating state transition of the predetermined function in the user terminal of the extracted store before and after the extracted date is extracted. Extracting as a transition of the objective index,
Extracting from the extracted report a phrase indicating the item that worked on the customer;
Based on the transition of the objective index, the success or failure of the behavior index with respect to the objective index is determined, and analysis information that associates the determination result of the success or failure with the phrase extracted by the language processing unit is generated And steps to
An information generation method including:

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