JP6216409B2 - Message transmitting apparatus and message transmitting method - Google Patents

Description

  The present invention relates to a message transmission apparatus and a message transmission method for transmitting a message for introducing a product to a user.

  In sales of products and services, it is important for sales representatives to establish a relationship of trust with customers. For example, sales representatives at securities companies frequently meet with customers to build relationships of trust with customers. ing. To build a relationship of trust with customers, shorten the time for business talks that require securities expertise, and lengthen the time for hobbies that customers are interested in, topics related to customer work, etc. is necessary. However, there is a problem that sales efficiency is poor when a sales person with expertise uses a long time for a conversation that does not require expertise.

  Then, with the spread of the communication environment using the Internet including SNS, an attempt has been made to conduct sales activities via the Internet. For example, by exchanging messages with a customer using SNS, it is possible to build a trust relationship with the customer while shortening the time for meeting with the customer. Patent Document 1 discloses a system in which an assistant selected by a customer establishes a trust relationship with the customer by exchanging messages using SNS and improves sales efficiency.

Japanese Patent No. 5473100

  However, in a system in which an assistant selected by a customer exchanges messages with the customer, the customer cannot exchange messages during the time when the assistant cannot send a message. Therefore, even if the customer is interested in the product and recommends the purchase of the product, the customer is more likely to purchase the product, but at that time, it is not possible to communicate to encourage the purchase of the product, There was a problem of missing a business opportunity.

  On the other hand, simply displaying information related to products and services on a customer's terminal, such as targeting advertisements, has a small impact on the customer, and it has been difficult to increase the customer's willingness to purchase products and services.

  The present invention has been made in view of such problems, and a message transmission device and a message that can effectively introduce a product to a user even in a time zone in which a person cannot transmit and receive a message. An object is to provide a transmission method.

  In the first aspect of the present invention, a message to be displayed on the user terminal is stored in association with product information that is information related to the product or service introduced to the user of the user terminal, and the message is transmitted. A second storage unit that associates and stores a plurality of character attributes and images of the character; a third storage unit that associates and stores the user terminal and the attribute of the character selected by the user of the user terminal; And an acquisition unit that acquires the product information, and when the acquisition unit acquires the product information, the message is associated with the product information and stored in the first storage unit, or associated with the attribute of the character. One message is selected based on the character attribute selected by the user from messages created by the assistant. And a message transmission unit that transmits the message selected by the selection unit to the user terminal in association with an image of the character corresponding to the character attribute selected by the user. The unit provides a message transmission device that determines whether to select the message of the assistant or the message stored in the first storage unit based on the attribute of the product corresponding to the product information.

  The message transmission device further includes a communication unit that receives a customer message transmitted from the user terminal, and the selection unit receives the customer message from the user terminal when the communication unit receives the customer message. Based on the content of the customer message, it may be determined whether to select the assistant message or to select the message stored in the first storage unit.

  The first storage unit stores a customer message received from a customer in the past and purchase history information indicating whether the customer has purchased the product in the past, and the selection unit stores the customer message. Based on the purchase history information associated with the customer message received from the customer in the past similar to the content, it is determined whether to select the message of the assistant or the message stored in the first storage unit Also good.

  The selection unit selects the assistant's message based on whether a positive keyword or negative keyword is included in the purchase of the product, or is stored in the first storage unit It may be determined whether to select a message.

  When it is determined that the message of the assistant is selected, the selection unit may output a message supporting the transmission of the message to the user of the user terminal to a terminal used by the assistant.

  Even if it is determined that the assistant's message is selected, the selection unit may cause the message transmission unit to transmit the message stored in the first storage unit when the assistant is absent. .

  In the second aspect of the present invention, a procedure executed by a computer to accept selection of an attribute of a character that transmits a message from a user of a user terminal, a procedure for obtaining product information related to a product to be introduced to the user, When the product information is acquired, one message is selected based on the character attribute selected by the user from a message associated with the product information or a message created by an assistant associated with the character attribute. And a procedure for transmitting the selected message to the user terminal in association with an image of the character corresponding to the attribute of the character selected by the user. Based on the attributes of the product corresponding to the information, the assistant Select the message switches or selects a message associated with the product information, to provide a message transmission method.

  According to the present invention, a product can be effectively introduced to a user even in a time zone in which a person cannot transmit and receive a message.

It is a figure which shows the structure of the message transmission system which concerns on 1st Embodiment. It is a figure which shows the structure of a message transmission apparatus, an assistant terminal, a user terminal, and a provider terminal. It is an example of message DB which the memory | storage part has memorize | stored. It is an example of character DB which the memory | storage part has memorize | stored. It is an example of user DB which the memory | storage part has memorize | stored. It is a figure which shows the screen for selecting a character. It is an example of the message transmitted from a character. It is a figure which shows the operation | movement sequence of a message transmission system. It is a figure which shows the structure of the message transmitter which concerns on 2nd Embodiment, an assistant terminal, a user terminal, and a provider terminal. It is an example of assistant DB which the memory | storage part has memorize | stored. It is a figure which shows the operation | movement sequence in the message transmission system which concerns on 2nd Embodiment.

<First Embodiment>
[Configuration of Message Transmission System S]
FIG. 1 is a diagram illustrating a configuration of a message transmission system S according to the first embodiment. The message transmission system S includes a message transmission device 1 connected to a network N, a plurality of assistant terminals 2 (assistant terminals 2-1,..., Assistant terminals 2-n, where n is an integer of 2 or more) , A plurality of user terminals 3 (user terminals 3-1,..., User terminals 3-m, where m is an integer of 3 or more) and a provider terminal 4.

  The network N is, for example, the Internet or a dedicated communication line. The message transmission device 1 is composed of a server and a storage device, and provides an SNS environment in which messages can be exchanged for a customer who uses the user terminal 3. In the SNS environment provided by the message transmission device 1, the customer exchanges messages with a virtual character selected by the customer or an assistant (person) who assists a sales representative of the company.

  In the message transmission system S, a plurality of virtual characters are prepared, each of which is associated with a different image (such as a face image or a whole body image) represented by computer graphics. A virtual character's face image is an image showing an expression corresponding to the character of each character. The customer can exchange messages with a favorite character by selecting a character with a favorite personality or expression. In the following description, a case where a face image is used as a character image will be described.

  The assistant terminal 2 is used by an assistant (person). Assistants exchange messages with customers as needed to build trust with customers on behalf of sales representatives.

The user terminal 3 is used by a customer who uses a service provided by the message transmission device 1. The service provided by the message transmission device 1 can be linked to other applications such as a web application and a video application in the user terminal 3, and even if the customer is executing another application, the customer The message transmitted from the transmission device 1 can be grasped on the application. The other application to be linked can be arbitrarily set by the customer.
The business entity terminal 4 is used by a product sales business operator who sells products. In FIG. 1, only one company terminal 4 is provided. However, when there are a plurality of product sales companies, the company terminal 4 is provided for each of a plurality of product sales companies.

  In the message transmission system S having such a configuration, the message transmission device 1 transmits a message for introducing a product or service to a customer while attracting the customer's interest. At this time, the message transmission system S activates the exchange with the customer by transmitting a message according to the character desired by the customer.

[Configuration of Message Transmitting Apparatus 1, Assistant Terminal 2, User Terminal 3, and Provider Terminal 4]
FIG. 2 is a diagram illustrating a configuration of the message transmission device 1, the assistant terminal 2, the user terminal 3, and the operator terminal 4.
The message transmission device 1 is a server, and includes a storage unit 11, a control unit 12, and a communication unit 13. The assistant terminal 2 is a computer or a portable terminal, and includes an operation reception unit 21, a display unit 22, and a communication unit 23. The user terminal 3 is a computer or a portable terminal, and includes an operation reception unit 31, a display unit 32, and a communication unit 33. Further, the business entity terminal 4 is a computer or a portable terminal, and includes an operation receiving unit 41, a display unit 42, and a communication unit 43.

First, the details of the configuration of the message transmission device 1 will be described.
The storage unit 11 is a storage medium that stores data such as a hard disk or an SSD (solid state drive). The storage unit 11 stores a program for operating the control unit 12 and various data used by the control unit 12. The storage unit 11 includes, for example, a message DB 111, a character DB 112, and a user DB 113.

  FIG. 3 is an example of the message DB 111 stored in the storage unit 11. The message DB 111 corresponds to a first storage unit of the present invention, and stores a plurality of messages to be displayed on the user terminal 3 in association with product information about products to be introduced to customers using the user terminal 3 as shown in FIG. To do. The message may be stored for each product, or may be stored for a product category. As an example, when car A and car B exist, separate messages may be stored for both car A and car B, and a common message may be stored for the product category car. It is good as well.

  In the present embodiment, since the message is transmitted according to the character of the character desired by the customer, the message DB 111 stores the message in association with attributes such as the character type of the character. The message DB 111 may store the same message in association with a plurality of characters corresponding to attributes such as the same personality type.

  Moreover, message DB111 is good also as memorize | storing not only one but a several message with respect to the character of one goods and a character. In the example shown in FIG. 3, when a bearish female character introduces the product A, a plurality of messages such as messages A1, A2,.

  Next, FIG. 4 is an example of the character DB 112 stored in the storage unit 11. The character DB 112 corresponds to the second storage unit of the present invention, and stores information related to the face image of the character and information related to the character attribute for each character that transmits a message to the customer, as shown in FIG. The character attributes include, for example, at least a personality type in addition to the character name, gender, and age. The character attributes may include a profile of the character's virtual hobbies, occupations, etc. displayed when the customer selects the character. The face image is a still image or a moving image of the face of a two-dimensional or three-dimensional virtual character. Each character is provided with various variations of face images, and the character takes various expressions during message exchange with the customer according to attributes such as the content of the message and the character type of the character.

  Next, FIG. 5 is an example of the user DB 113 stored in the storage unit 11. The user DB 113 corresponds to the third storage unit of the present invention. As shown in FIG. 5, for each customer, customer attributes such as the customer's sex, age, and birthplace, the character selected by the customer, and the character And information on the selected character such as personality type.

  Returning to FIG. 2, the control unit 12 is configured by a CPU, for example. The control unit 12 controls the message transmission device 1 by executing a program stored in the storage unit 11, and receives the reception unit 121, the acquisition unit 122, the determination unit 123, the selection unit 124, and the message transmission unit 125. Function as.

  The communication unit 13 is a LAN interface, for example, and receives messages from the assistant terminal 2 and the user terminal 3 via the network N. The communication unit 13 transmits a message to the user terminal 3 via the network N.

The receiving unit 121 receives personality selection information for selecting an attribute such as one personality type desired by the customer from among a plurality of personality types and the like from the user terminal 3. FIG. 6 is a diagram illustrating an example of a selection screen for receiving personality selection information. As shown in FIG. 6, the selection screen includes a greeting message according to attributes such as the character's face image and character's personality type. The customer selects an attribute such as a desired personality type by checking the face image and the greeting message and selecting a character. The customer may select one character or a plurality of characters.
The selection type received by the receiving unit 121 is supplied to the storage unit 11 and stored in the user DB 113.

  The acquisition unit 122 acquires product information regarding a product to be introduced to the customer. The message transmission device 1 of the present invention introduces a product corresponding to the product information acquired by the acquisition unit 122 to the customer. The acquisition of the product information is performed by an arbitrary method, and the acquisition unit 122 may acquire the product information based on the product selection information received from the user terminal 3 or the request information received from the business operator terminal 4. it can.

  As an example, when a customer selects a product on the product sales website, this selection information is transmitted to the message transmission device 1 and acquired by the acquisition unit 122 as product selection information. As a result, the product that the customer is browsing on the product sales website is introduced by the character of the personality desired by the customer. It is troublesome for the customer if the character introduces the product every time the product is selected on the product sales website. Therefore, the character may introduce the product only when a product matching the customer's attribute is selected, or when the customer selects the same product multiple times.

  In addition, some merchandise sellers may wish to introduce their products to customers. In such a case, a request for product introduction is made from the business entity terminal 4 to the message transmission device 1, and the acquisition unit 122 acquires the request information. As a result, the product desired by the merchandise sales company can be introduced from the character of the character desired by the customer.

The determination unit 123 determines a customer who introduces a product corresponding to the product information acquired by the acquisition unit 122. Although the customer determination method is arbitrary, as an example, the determination unit 123 determines the product based on the customer attributes (age, gender, hobbies, etc.) and the attributes of the products to be introduced (product type, price, etc.). It is good also as determining the customer who is likely to be interested as a customer introducing the product.
In addition, when the acquisition part 122 acquires goods information because a customer selects goods on a goods sales website, the determination part 123 is good also as determining the said customer as a customer who introduces goods.

When the acquisition unit 122 acquires the product information, the selection unit 124 selects at least one of the plurality of messages associated with the product information according to the attribute such as the character type of the character selected by the customer determined by the determination unit 123. Select a message. When the customer has selected a plurality of characters, the selection unit 124 selects one character based on the product information acquired by the acquisition unit 122 and the attribute of the character among the plurality of characters before selecting a message. select. For example, when the product indicated by the product information is beer, the selection unit 124 selects a profile character that likes liquor.
The message transmission unit 125 transmits the message selected by the selection unit 124 to the user terminal 3 used by the customer in association with the face image of the character selected by the customer.

  Here, an example of the message transmitted by the message transmission unit 125 is shown in FIG. In FIG. 7A, the product “beer A” is introduced by the bearish female character “Yuka”. In FIG. 7B, the product “car B” is introduced by the bullish female character “Kaori”. As shown in FIG. 7, in the present embodiment, products are introduced while exchanging messages in a conversational form, instead of selling products with a single message. Such a conversational message can be realized by using a technique such as a so-called conversation bot that extracts a keyword from a customer message and returns a message corresponding to the extracted keyword.

Then, the structure of the assistant terminal 2, the user terminal 3, and the provider terminal 4 is demonstrated.
The operation reception unit 21 is a keyboard or a touch panel, for example, and receives an operation of an assistant. The assistant inputs a message via the operation reception unit 21. Note that the message input by the assistant is transmitted to the customer as necessary (see the second embodiment). The display unit 22 is a display and displays information to be shown to the assistant. The communication unit 23 is a LAN interface.

  The operation reception unit 31 is, for example, a keyboard or a touch panel, and receives customer operations. The customer inputs a message via the operation reception unit 31. The display unit 32 is a display and displays information to be shown to the customer. The communication unit 33 is a LAN interface.

  The operation reception unit 41 is, for example, a keyboard or a touch panel, and receives an operation of a manager of a merchandise sales company. The administrator inputs request information about a product desired to be introduced to the customer via the operation reception unit 31. The display unit 42 is a display and displays information to be shown to the administrator. The communication unit 43 is a LAN interface.

[Operation sequence]
FIG. 8 is a diagram illustrating an operation sequence of the message transmission system S.
First, in step S1, when the customer of the user terminal 3 selects a character, the selected content of the customer is stored in the user DB 113 (step S2).

  Subsequently, in step S3, the message transmission device 1 registers a product to be introduced to the customer. As described above, the message transmission device 1 registers the product selected by the customer on the product sales website or the product received from the business terminal 4 as a product to be introduced to the customer.

  Subsequently, in step S4, the message transmitting apparatus 1 determines a customer who introduces the registered product. Specifically, the message transmission device 1 identifies a customer who is likely to be interested in the registered product based on the customer attribute and the product attribute, and determines the customer as a customer introducing the product. .

  Subsequently, in step S5, the message transmission device 1 determines a character for transmitting a message to the determined customer. Specifically, the message transmission device 1 refers to various types of information stored in the user DB 113 and determines the character selected by the customer as the character that transmits the message. When the customer has selected a plurality of characters, the message transmission device 1 determines the selected character based on the attribute of the product to be introduced to the customer.

  Subsequently, in step S6, the message transmitting apparatus 1 sends a message corresponding to the character type and other attributes specified in step S5, together with the face image of the character, among the messages about the product registered in step S3. Transmit to terminal 3.

[Effect in the first embodiment]
In the message transmission system S described above, when the product information specifying the product to be introduced to the customer is acquired, the message corresponding to the character of the character selected by the customer among the messages associated with the product is It is transmitted to the user terminal 3 of the customer. From the customer's point of view, since a message corresponding to the personality desired by the customer is transmitted, the sense of familiarity increases, and as a result, the customer's willingness to purchase products can be increased.
The message transmission system S also transmits a facial image of the character of the character desired by the customer when transmitting the message. Since this facial image changes its facial expression according to attributes such as the content of the message and the character type of the character, the familiarity with the character is further increased, and as a result, the customer's willingness to purchase products can be enhanced.

  Note that the message transmission system S is suitable because it can introduce the product desired by the product sales company to the customer by receiving product information specifying the product to be introduced to the customer from the product sales business. In addition, the message transmission system S may introduce a product that the customer is browsing, and thus it is possible to introduce a product that the customer is likely to be interested in.

<Second Embodiment>
Heretofore, the first embodiment of the message transmission system S of the present invention has been described. Subsequently, a second embodiment of the message transmission system S will be described. In the first embodiment, a virtual character transmits a message to a customer. Here, although a technology called a conversation bot has been realized in recent years, there is a limit to variations of messages that can be transmitted by virtual characters, and customers may get bored.
Therefore, in the message transmission system S of the second embodiment, not only a virtual character but also an actual assistant (person) is transmitted for message transmission. At this time, in the message transmission system S of the second embodiment, the message transmission by the character and the message transmission by the assistant are switched according to the situation.

[Functional Configuration of Second Embodiment]
FIG. 9 is a diagram illustrating a configuration of the message transmission device 1, the assistant terminal 2, the user terminal 3, and the operator terminal 4 according to the second embodiment. The message transmitting apparatus 1 shown in FIG. 9 is different from the message transmitting apparatus 1 shown in FIG. 2 in that the assistant DB 114 is further provided, and is the same in other points.

  FIG. 10 is an example of the assistant DB 114 stored in the storage unit 11. The assistant DB 114 corresponds to the fourth storage unit of the present invention, and stores assistant attributes in association with IDs as assistant identification information, as shown in FIG. The assistant attributes are, for example, the name, sex, age, place of birth, etc. of the assistant, and also include the personality type of the assistant.

  When the message is transmitted by an assistant instead of a character, a message is created by an assistant having the same attributes as the character and personality type and transmitted to the user terminal 3. In the present embodiment, the selection unit 124 determines whether to transmit a message stored in the storage unit 11 to the customer or an assistant message to the customer based on the attribute of the product to be introduced. For example, the selection unit 124 transmits an assistant message to the customer when the price of the product to be introduced is equal to or more than a predetermined amount, or when the product to be introduced is a product that is the object of sales promotion, etc. If the amount is less than the predetermined amount, a character message is transmitted to the customer.

The selection unit 124 of the second embodiment selects a message to be transmitted to the customer. When a character transmits a message, as in the first embodiment, the selection unit 124 responds to an attribute such as a character type selected by the customer from a plurality of messages associated with the product to be introduced. Select at least one message.
On the other hand, when the assistant transmits a message, the selection unit 124 selects a message received from an assistant having the same attribute as the character selected by the customer and the personality type as a message to be transmitted to the customer. Therefore, in the second embodiment, the message transmission device 1 requests the assistant to create a message when the price of the product to be introduced is equal to or more than a predetermined amount, and the message created by the assistant in response to the request is sent. Accept.

  Further, the message transmission unit 125 according to the second embodiment switches whether to transmit an assistant message or a message selected from messages stored in the message DB 111 based on the price of the product to be introduced. At this time, as described above, when the price of the product is equal to or larger than the predetermined amount, the message transmission unit 125 sends a message of an assistant having the same attribute such as the character selected by the customer and the personality type among the plurality of assistants Is transmitted to the user terminal 3. When the price of the product is less than the predetermined amount, the message transmission unit 125 transmits a message corresponding to an attribute such as the character type of the character selected by the customer to the user terminal 3.

[Operation Sequence of Second Embodiment]
FIG. 11 is a diagram illustrating an operation sequence in the message transmission system S according to the second embodiment. Note that the processing in steps S1 and S2 in the first embodiment shown in FIG. 8 is the same, and therefore illustration and description thereof are omitted in FIG.

  First, in step S11, the message transmission device 1 registers a product to be introduced to the customer. Subsequently, in step S12, the message transmission device 1 determines a customer to introduce the registered product.

  Subsequently, in step S13, the message transmission device 1 determines whether the price of the registered product is equal to or greater than a predetermined amount. When this determination is NO, in step S14, the message transmitting apparatus 1 determines the character selected by the customer introducing the product, and subsequently, in step S15, the product corresponding to the character type and other attributes. An introduction message is transmitted to the user terminal 3 together with the face image of the character.

  On the other hand, when the determination in step S13 is YES, the message transmission device 1 requests the assistant of an attribute such as the same personality type as the character selected by the customer introducing the product to create a message. When there are a plurality of assistants having attributes such as the same personality type as the character selected by the customer, the message transmission device 1 creates a message for an assistant having an attribute suitable for introducing a product among the plurality of assistants. Request. Subsequently, in step S21, when the assistant of the assistant terminal 2 creates a message, the message transmitting apparatus 1 receives this message and transmits the message to the user terminal 3 together with the face image of the character selected by the customer. (Step S22).

[Effects of Second Embodiment]
In the message transmission system S according to the second embodiment described above, when exchanging messages with a customer, not only a virtual character but also an assistant with attributes such as the same personality type as the character is given to the customer. May send a message. As a result, the message sent to the customer can be natural and rich in variations, and the customer's willingness to purchase products can be created because it is possible to create and send an appropriate message while watching the customer's reaction. Can be increased. Further, in the message transmission system S, the facial image of the character is also transmitted together with this message, so that the customer's familiarity with the character is increased, and as a result, the customer's willingness to purchase products can be enhanced.

  When the number of message transmissions by the assistant is increased, the burden on the assistant increases, the assistant becomes free, and a large number of assistants must be secured, which is not preferable in terms of profitability. In this regard, in the message transmission system S according to the second embodiment, an assistant message is transmitted only when a product with a price equal to or greater than a predetermined amount is introduced. This is preferable because the burden on the assistant can be reduced and the profitability can be improved.

<Third Embodiment>
In the message transmission system S of the second embodiment, a case will be described in which switching between the message of the assistant or the message selected from the messages stored in the message DB 111 is performed based on the price of the product to be introduced. did. The message transmission system S according to the third embodiment switches between sending an assistant message or a message selected from messages stored in the message DB 111 based on the content of the message received from the customer. This is different from the message transmission system S of the second embodiment.

  A conversation bot may not be able to capture the customer's feelings in the customer's message at the same level as the assistant. Therefore, the customer may send a message without noticing that the customer has a bad impression on the message created by the product or the conversation bot, which may harm the customer's feelings. Therefore, the message transmission system S of the third embodiment transmits a message created by a computer to the user terminal 3 based on a message received from the user terminal 3, or transmits a message created by an assistant to the user terminal 3. You can switch between.

  In the storage unit 11 of this embodiment, a message received from a customer who has received a service using the message transmission system S in the past is associated with purchase history information indicating whether the customer has purchased a product. It is remembered. The storage unit 11 may store messages received from all customers, or may store messages received from some customers.

  The storage unit 11 stores, for example, messages received in the past and purchase history information in association with each product attribute. When the selection unit 124 receives a message from the user terminal 3, the received message is similar to the message that the customer who finally purchased the product has transmitted in the past among the messages received from the customer in the past. It is determined whether the customer who did not purchase the product is similar to a message transmitted in the past. The selection unit 124 may make such a determination by using AI (artificial intelligence) technology, for example.

  When the message received from the user terminal 3 is similar to a message transmitted in the past by the customer who finally purchased the product, the selection unit 124 selects an appropriate message from the messages stored in the message DB 111. To the user terminal 3. On the other hand, if the message received from the user terminal 3 is similar to a message sent in the past by a customer who did not purchase the product, the selection unit 124 is the same as the character selected by the customer introducing the product. In addition to the message transmitted from the customer, a message requesting message creation is notified to the assistant terminal 2 of the assistant having an attribute such as personality type.

  When the assistant terminal 2 receives a message requesting message creation, the assistant terminal 2 displays a message transmitted from the customer and an instruction “create reply message”. The assistant terminal 2 sends the message created by the assistant to the user terminal 3 of the customer when the assistant creates and sends a message. In this way, the message transmission system S can transmit an appropriate message for prompting the purchase of the product to the customer who does not purchase the product. Can be increased.

  In the above description, the selection unit 124 refers to the message from the past customer stored in the storage unit 11 in association with the purchase history information, so that the customer does not purchase the product. However, it may be determined by other methods. For example, the selection unit 124 sends a message to the assistant based on whether the message received from the user terminal 3 of the customer includes a positive keyword or a negative keyword for the purchase of the product. It may be determined that transmission is necessary.

  Specifically, when a message sent by a customer contains negative keywords for product purchases such as “high”, “bad”, “deferred”, “cancel”, “stop” , The customer is likely not wanting to buy the product. Therefore, the selection unit 124 determines that the message needs to be transmitted to the assistant when these keywords are included in the message received from the customer. Further, when the message transmitted by the customer includes keywords such as “consultation”, “question”, and “price”, the customer is likely to be wondering whether or not to purchase the product. Therefore, also in such a case, the selection unit 124 determines that it is necessary to cause the assistant to send a message when these keywords are included in the message received from the customer.

  However, even if the selection unit 124 determines that the assistant needs to send a message, when the assistant having an attribute suitable for introducing the product is absent, the selection unit 124 is more than waiting until the assistant creates a message. It may be desirable to reply to the customer early. Therefore, the storage unit 11 stores information indicating whether or not the assistant is absent, and the selection unit 124 is a message requesting message creation when there is no assistant having an attribute suitable for product introduction. Instead of sending the message to the assistant, a message is sent to the customer's user terminal 3 requesting the customer to wait, such as "Please wait for a while as we will contact you again after reviewing". You may send it. At this time, the selection unit 124 may select the content of the message to be transmitted based on the type of keyword included in the message received from the customer.

  As described in the second embodiment, the selection unit 124 determines whether to transmit a message stored in the storage unit 11 or to cause the assistant to transmit a message based on the attribute of the product. Depending on the message from, it may be determined whether to transmit the message stored in the storage unit 11 or to cause the assistant to transmit the message. For example, when the first message is transmitted, the selection unit 124 determines whether to transmit the message stored in the storage unit 11 or to cause the assistant to transmit the message based on the attribute of the product. When the message is received, whether to send the message stored in the storage unit 11 or to let the assistant send the message is determined based on the content of the message from the customer instead of the attribute of the product. Good.

[Effect in the third embodiment]
In the message transmission system S according to the third embodiment described above, the selection unit 124 transmits the message selected by the selection unit 124 based on the content of the message received from the customer, or transmits the message to the assistant. It can be switched. By doing in this way, since the message transmission system S can transmit the message suitable for a customer's condition, the probability that a customer purchases goods can be improved.

  As mentioned above, although this invention was demonstrated using embodiment, the technical scope of this invention is not limited to the range as described in the said embodiment. It will be apparent to those skilled in the art that various modifications or improvements can be added to the above embodiment. It is apparent from the scope of the claims that the embodiments added with such changes or improvements can be included in the technical scope of the present invention.

  That is, in the above-described embodiment, only two types of personality types of bear and bullish are illustrated, but the personality types are not limited to these two types. As an example, an arbitrary character type such as an appearance character-like personality type such as anime or manga, a loose character-like personality type, or the like can be used.

  Further, the customers are not limited to customers who purchase products or services, and any person who can use the message transmission system S can be a customer. The assistant is not limited to the assistant of the sales person, and includes all persons who can use the message transmission system S and can send and receive messages.

DESCRIPTION OF SYMBOLS 1 Message transmitter 2 Assistant terminal 3 User terminal 4 Operator terminal 11 Memory | storage part 12 Control part 13 Communication part 21 Operation reception part 22 Display part 23 Communication part 31 Operation reception part 32 Display part 33 Communication part 41 Operation reception part 42 Display part 43 communication unit 121 reception unit 122 acquisition unit 123 determination unit 124 selection unit 125 message transmission unit N network S message transmission system

Claims (8)

A storage unit for storing a message to be displayed on the user terminal;
An acquisition unit for acquiring product information;
When the acquisition unit acquires the product information, a message stored in the storage unit in association with the product information is selected based on the attribute of the product corresponding to the product information, or a message sender / receiver creates A selection unit for determining whether to select a message to be performed;
A message transmission unit that transmits the message selected by the selection unit to the user terminal;
A communication unit for receiving a customer message transmitted from the user terminal;
With
Whether the selection unit selects a message created by the message sender / receiver based on purchase history information associated with a customer message received from a customer in the past that is similar to the content of the customer message received by the communication unit Determine whether or not
Message sending device. A message generator for generating a message to be introduced to the user of the user terminal;
An acquisition unit for acquiring product information;
When the acquisition unit acquires the product information, based on the product attribute corresponding to the product information, select the message generated by the message generation unit or select a message created by a message sender / receiver. A selection unit for determining whether or not
A message transmission unit that transmits the message selected by the selection unit to the user terminal;
A communication unit for receiving a customer message transmitted from the user terminal;
With
Whether the selection unit selects a message created by the message sender / receiver based on purchase history information associated with a customer message received from a customer in the past that is similar to the content of the customer message received by the communication unit Determine whether or not
Message sending device. The selection unit determines whether or not to select a message created by the message sender / receiver based on whether or not the customer message received by the communication unit includes a positive keyword for purchase of a product. judge,
The message transmission device according to claim 1 or 2 . When the selection unit determines that the message created by the message sender / receiver is to be selected, the selection unit outputs a message instructing the user of the user terminal to send a message to the terminal used by the message sender / receiver;
The message transmission device according to any one of claims 1 to 3 . The computer runs,
Obtaining product information;
Receiving a customer message sent from a user terminal;
When the product information is acquired, a message stored in the storage unit in association with the product information is selected as a message to be displayed on the user terminal based on the attribute of the product corresponding to the product information, or message transmission / reception is performed. Determining whether the user selects a message to create;
Transmitting the selected message to the user terminal;
Have
In the determining step, whether or not to select a message created by the message sender / receiver based on purchase history information associated with a customer message received from a customer in the past that is similar to the content of the received customer message. judge,
Message sending method. The computer runs,
Obtaining product information;
Receiving a customer message sent from a user terminal;
When the product information is acquired, it is determined whether to generate a message to be displayed on the user terminal or to display a message created by the message sender / receiver on the user terminal based on the attribute of the product corresponding to the product information And steps to
Transmitting the generated message or the message created by the message sender / receiver to the user terminal based on the determined result;
Have
In the determining step, whether or not to select a message created by the message sender / receiver based on purchase history information associated with a customer message received from a customer in the past that is similar to the content of the received customer message. judge,
Message sending method. On the computer,
Obtaining product information;
Receiving a customer message sent from a user terminal;
When the product information is acquired, a message stored in the storage unit in association with the product information is selected as a message to be displayed on the user terminal based on the attribute of the product corresponding to the product information, or message transmission / reception is performed. Determining whether the user selects a message to create;
Transmitting the selected message to the user terminal;
And execute
In the determining step, whether or not to select a message created by the message sender / receiver based on purchase history information associated with a customer message received from a customer in the past that is similar to the content of the received customer message. A program for judging. On the computer,
Obtaining product information;
Receiving a customer message sent from a user terminal;
When product information is acquired, whether to generate a message to be displayed on the user terminal or to display a message created by a message sender / receiver on the user terminal based on the attribute of the product corresponding to the product information Steps,
Transmitting the generated message or the message created by the message sender / receiver to the user terminal based on the determined result;
And execute
In the determining step, whether or not to select a message created by the message sender / receiver based on purchase history information associated with a customer message received from a customer in the past that is similar to the content of the received customer message. A program for judging.

Images