JP7014025B2 - Information processing equipment and programs - Google Patents

Description

The present invention relates to an information processing apparatus and a program.

Conventionally, in a system that collects and manages customer information handled by financial institutions such as banks, customer information is managed in one type of table, and it is changed to one (or more) of the information registered by the declaration from the customer. When it occurred, the target data in the table was replaced with new data and managed as the latest state.

Regarding the management of such customer information, for example, Patent Document 1 below discloses a technique of history management using a version number when a notification is made from an applicant terminal device to change an address or the like.

Further, in Patent Document 2 below, a mother master in which a data string consisting of a large number of data sets is numbered with a unique control number is created, a copy of the mother master is provided to each customer, and a part of the data is provided at the convenience of the customer. Even in the case where the record (data string) is diverted or only a part of the data items are allowed to be changed, the technique of batch updating the entire customer master is described in the comparison using the control number as the identification condition.

Japanese Unexamined Patent Publication No. 2009-10448 Special Fair 6-19787 Gazette

However, in any of the above methods, for example, when the same customer registers different data for the same attribute information (for example, e-mail address) of the customer information through a plurality of channels (Web, ATM, call center, etc.) or the same channel, the data is the same. The master data was updated each time, and it was not possible to control which data was really correct.

In addition, when multiple data are registered at the same time, it is not possible to determine which one should be managed as the customer's master data, and as a result, the master data is not updated to the latest state or incorrect data. There was a risk of a situation such as updating with.

Therefore, the present invention has been made in view of the above problems, and an object of the present invention is to prevent frequent updates of master data and to perform updates with more accurate data. Moreover, it is to provide an improved information processing apparatus and a program.

In order to solve the above problems, according to a certain aspect of the present invention, every time customer information is collected from one or more collection channels, a customer master duplication table for updating the customer master table is created, and the collected customer. Control to register information and control to update the customer master table with the customer information registered in the customer master duplication table when the registration status of a plurality of the customer master duplication tables of the same customer satisfies a predetermined condition. An information processing apparatus is provided that includes a control unit that performs the above.

The predetermined condition may be a case where the customer master duplication table in which the customer information of the same customer is registered is a plurality of, and the contents of the registered customer information are the same.

The predetermined condition may further include a case where the collection channels of the customer information registered in the plurality of customer master replication tables are different.

When the first customer master duplication table is already used for the same customer, the control unit may control to create a second customer master duplication table and register the customer information collected this time. ..

If the predetermined condition is not satisfied, the control unit may control the update of the customer master table with the consent of the customer.

When the customer master duplication table in which the customer information of the same customer is registered is singular, the control unit updates the customer master table with the contents of the customer master duplication table after obtaining the consent of the customer. You may.

When the control unit has a plurality of customer master duplication tables in which customer information of the same customer is registered and the contents of the registered customer information are different, the control unit uses the contents agreed by the customer. You may update the customer master table.

The control unit has a plurality of customer master replication tables in which customer information of the same customer is registered, the contents of the registered customer information are the same, and the collection channel is the same. , The customer master table may be updated with the contents agreed by the customer.

The control unit may obtain the consent of the customer from a collection channel different from the collection channel of the customer information registered in the customer master replication table.

The control unit includes customer information currently registered in the customer master table and each customer information registered in one or more customer master duplication tables, and uses any of the customer information to use the customer master table. A confirmation screen for letting the customer select whether to update may be generated, and control may be performed to output from a predetermined collection channel.

The control unit may also be able to select the customer information currently registered in the customer master table on the confirmation screen.

When the update of the customer master table is completed, the control unit may delete all the customer information registered in the customer master duplication table of the same customer.

Further, in order to solve the above problem, according to another viewpoint of the present invention, every time the computer collects customer information from one or more collection channels, a customer master duplicate table for updating the customer master table is created. When the control for registering the collected customer information and the registration status of a plurality of the customer master duplication tables of the same customer satisfy a predetermined condition, the customer master table is registered in the customer master duplication table. A program is provided to control updating with information and to function as a control unit for performing.

As described above, according to the present invention, it is possible to prevent frequent updates of the master data and perform updates with more accurate data.

It is a figure which shows an example of the whole structure of the customer information management system by embodiment of this invention. It is a figure which shows an example of the structure of the information processing apparatus by embodiment of this invention. It is a figure which shows the specific example of the data structure of the customer master table, the customer master copy 1 table, the customer master copy 2 table, and the copy table usage status management table according to the embodiment of the present invention. It is a figure which shows the specific example of the data structure of the mail data collection channel management table, and the telephone data collection channel management table by embodiment of this invention. It is a flowchart which shows an example of the flow of the registration process of the customer information by embodiment of this invention. It is a flowchart which shows an example of the flow of the automatic update process of the customer information by embodiment of this invention. It is a figure which shows an example of the flow of the process of creating a master table update target candidate list by embodiment of this invention. It is a figure which shows an example of the confirmation screen of the data update by embodiment of this invention. It is a figure which shows an example of the list which made the setting of the customer consent column by embodiment of this invention. It is a flowchart which shows an example of the flow of the update process of the master data based on the consent of the customer by embodiment of this invention. It is a figure which showed the hardware configuration example of the information processing apparatus which concerns on embodiment of this invention.

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings. In the present specification and the drawings, components having substantially the same functional configuration are designated by the same reference numerals, and duplicate description will be omitted.

In the following explanation, the case where it is applied to a system to be used by a financial institution such as a bank will be described. The embodiments described below are not limited to those used in financial institutions and the like as described above, and may be used in other industries.

In addition, the "mode for carrying out the invention" will be described in accordance with the order of items shown below.
1. 1. Overview of customer information management system 2. Configuration of information processing device 100 3. Operation processing 3-1. Collection process of customer information 3-2. Automatic update process 3-3. Update process based on customer consent 3-4. Effect 4. Hardware configuration 5. summary

<1. Overview of customer information management system>
First, the outline of the customer information management system according to the present embodiment will be described with reference to FIG. FIG. 1 is a diagram showing an example of the overall configuration of the customer information management system according to the present embodiment. As shown in FIG. 1, the customer information management system 1 includes customer information in a financial institution such as a bank (hereinafter referred to as "customer information". The customer information includes, for example, a customer ID, a name, an address, a telephone number, and the like. The information processing device 100 that manages master data of (including e-mail address, date of birth, family structure, account information, transaction information, owned assets, etc.) is connected to various channels in which customers register information via a network. It is configured as a system that is being used. The information processing device 100 may be a server on the network. The network is, for example, a dedicated network used for transmitting and receiving information within a financial institution. The dedicated network is composed of a dedicated line network such as IP-VPN (Internet Protocol-Virtual Private Network).

As used herein, a channel means a means used by a financial institution to approach a customer, specifically, a text message provided by telephone, e-mail, etc., or a web page via the Internet. Provision of information, provision of information via ATM (Autummatic Teller Machine), provision of information at the counter of a financial institution, and the like. Another example is the provision of information via an application that operates on a mobile terminal such as a smartphone or tablet terminal owned by a customer or a sales person.

More specifically, as shown in FIG. 1, the information processing apparatus 100 connects to an email delivery server 200, a contact center server 300, an ATM management server 400, a Web tracking server 500, and the like via a network. , Can send and receive data.

The e-mail delivery server 200 is used to identify the location of information on the transmission record of the e-mail sent to the customer, the open status of the sent e-mail, the URL attached to the e-mail (Uniform Resource Locator, and the information on the Internet). Information) is used to acquire and store information related to the customer's e-mail (hereinafter referred to as e-mail history) such as information on whether or not the customer has browsed a Web page. Further, the e-mail distribution server 200 may be a device that sends an e-mail to an address selected by the information processing apparatus 100 in response to an instruction from the information processing apparatus 100 to perform an approach. Each of the above-mentioned information is stored in the e-mail delivery server 200 as the e-mail database 201.

The contact center server 300 is a device that allocates inquiries from customers by telephone, fax, chat, etc. to each operator of the contact center, and connects a call to a customer terminal in response to a request from the operator. .. The contact center server 300 stores the customer's telephone number and the history of the status such as the customer's response for each telephone number as the contact database 301.

The ATM (Automatic Teller Machine) management server 400 is a device that acquires and stores a history of transactions and the like made by a customer with an ATM (not shown) installed in a store or the like of a financial institution. In detail, the ATM management server 400 provides information such as attribute information (name, account number, etc.) of the customer who made a transaction at the ATM, transaction details, transaction time, installation location of the ATM where the transaction was made, and ATM. Stores information and the like input from customers via. Each of the above-mentioned information is stored in the ATM management server 400 as the ATM database 401. Further, the ATM is a device that performs various transactions such as a deposit transaction in which a customer deposits cash such as banknotes and coins and a withdrawal transaction in which cash is withdrawn to the customer in response to a customer's request. Further, the ATM functions as a device for displaying an advertisement such as a financial product to a customer and acquiring information input from the customer, in addition to performing the above-mentioned transaction. The ATM 400 can be installed in various facilities such as a branch office of a financial institution, a convenience store, a station yard, a hotel, a hospital, an amusement park, a restaurant, and an office building.

The Web tracking server 500 uses, for example, a cookie (cookie: protocol information used to realize identification and session management between a Web server and a Web browser) to check the browsing status of a customer's Web page. It is a device that tracks and acquires and stores customer browsing information (hereinafter referred to as Web tracking data). For example, the Web tracking server 500 is browsed via the customer terminal based on the terminal identification information (for example, the above-mentioned cookie, IP (Internet Protocol) address, etc.) assigned to each customer terminal (not shown). Web tracking data can be acquired for each terminal identification information. The above-mentioned Web tracking data is stored in the Web tracking server 500 as the Web database 501. By analyzing the above-mentioned Web tracking data, financial institutions and the like can know the number of times (number of times of use) of Web pages viewed through various terminals (home PC, work PC, mobile terminal, etc.) owned by customers. can.

The terminal identification information described above may be, for example, an ID (Identification) for website login assigned to the customer. In this case, the customer can browse the Web page by inputting the website login ID on the login screen of the website in order to browse the Web page of the financial institution. Then, by maintaining the login state to the website by the website login ID, it is possible to track the browsing on the website of the customer and acquire the web tracking data. In this method, the Web tracking server 500 may acquire the operation input information input by the customer in the logged-in state.

Although not shown in FIG. 1, the customer information management system 1 according to the present embodiment includes a branch office management server or the like that manages information that a customer visits a store and exchanges with an operator at a counter. May be.

The information processing apparatus 100 can acquire customer information from such various channels. On the other hand, the customer can apply for registration or renewal of his / her own information using various channels such as e-mail, telephone, ATM, Web, and window.

In the customer information management system 1 according to the present embodiment, in a situation where a customer requests registration / update of each item (also referred to as attribute information) of customer information from such a plurality of channels, they are the same in view of the above problems. Master data by managing the information that a part of the customer attribute information has been changed separately from the customer master, confirming the certainty of the customer attribute information obtained from various information sources, and then reflecting it in the customer master. Prevents frequent updates and makes it possible to update with more accurate data.

<2. Configuration of information processing device 100>
Subsequently, the configuration of the information processing apparatus 100 according to the present embodiment that manages customer information will be specifically described with reference to FIG. FIG. 2 is a diagram showing an example of the configuration of the information processing apparatus 100 according to the present embodiment. As shown in FIG. 2, the information processing apparatus 100 includes a control unit 110, a communication unit 120, and a storage unit 130.

The control unit 110 generally controls the operation of the information processing apparatus 100 by using hardware such as a CPU (Central Processing Unit) and a RAM (Random Access Memory). The control unit 110 also functions as an update management unit 111.

The update management unit 111 has a function of registering the customer information collected from each channel in the customer master duplication table and a function of updating the customer master table with the data of the customer master duplication table. The customer master duplication table is a table for updating the customer master table, and the update management unit 111 creates a customer master duplication table every time customer information (one or more attribute information in the customer information) is collected from the channel. , Register the collected customer information. That is, in the present embodiment, the customer master duplication table is prepared and saved without updating at any time when there is a request to update the customer information, and the master data is updated later when certain conditions are satisfied. Therefore, it is possible to prevent frequent updates of master data and updates with uncertain data. Since the customer master replication table is generated for each update request, that is, for each timing when customer information is collected, for example, when the same customer makes multiple update requests from the same or different channels, the customer master for each update request. A replication table is created and multiple customer master replication tables are used. By preparing multiple customer master replication tables in this way, even if different data is registered for the same attribute information (for example, email address) of customer information from multiple channels or the same channel, all the data is retained. It becomes possible to manage, and the master can be updated with the most reliable information from among them.

The method of updating the customer master table is a combination of a method of automatically updating when a predetermined condition is met and a method of extracting a list of customers who need to obtain consent to update the master data and updating according to the customer's consent condition. There is a way to do it. The predetermined condition is, for example, when the same data is registered multiple times for the same attribute information, that is, when there are a predetermined number or more of customer master replication tables for the same customer and the registered data are the same. Automatically update the customer master table with. On the other hand, if such conditions are not met, it will be updated according to the customer's consent conditions. The details of the predetermined conditions and the update process according to the present embodiment will be described later with reference to each flowchart showing the operation process.

The communication unit 120 has a function of connecting to an external device to transmit / receive data. For example, the communication unit 120 connects to each channel (email distribution server 200, contact center server 300, ATM management server 400, Web tracking server 500, etc.) via a network, and receives customer information. The communication unit 120 can also request the predetermined channel to obtain the consent of the customer.

The storage unit 130 stores a program for the control unit 110 to execute each of the above processes and various data. Further, as shown in FIG. 2, the storage unit 130 includes a customer master table 131, a customer master duplication 1 table 132a, a customer master duplication 2 table 132b, a duplication table usage status management table 133, a mail data collection channel management table 134a, and a mail data collection channel management table 134a. , Stores the telephone data collection channel management table 134b.

The customer master table 131 is a database that stores master data of customer information.

The customer master duplication 1 table 132a and the customer master duplication 2 table 132b are one or more databases used for updating the customer master table 131 and created each time customer information is collected. In the example shown in FIG. 2, two are shown as an example, but it is naturally assumed that there are three or more. Each customer master replication table may be assigned a serial number.

The replication table usage status management table 133 is a database that manages the replication table usage status of each customer. In the duplication table usage status management table 133, for example, for each customer ID, which attribute information of the customer information is used and how many duplication tables are used (when a serial number is assigned to the duplication table being used). , Information indicating up to what number of replication table is used may be registered).

The mail data collection channel management table 134a and the telephone data collection channel management table 134b are used for collecting channel information (from which channel the update request was made) of each attribute information of the customer information requested to be updated. It is a database that manages duplicate table information (which duplicate table the collected customer information was registered in). The number of data collection channel management tables is determined according to the type of data to be collected (that is, the type of each attribute of customer information). Therefore, although not shown, the storage unit 130 may further include an address data collection channel management table, a work data collection channel management table, an account information collection channel management table, and the like. Further, although it is referred to as a telephone data collection channel management table 134b here, when a plurality of attribute information such as a home telephone, a mobile phone, and a work telephone are assumed, data collection channel management corresponding to each attribute information is assumed. You may prepare a table.

Specific examples of data in each table are shown in FIGS. 3 and 4. FIG. 3 is a diagram showing a specific example of the data configuration of the customer master table, the customer master duplication 1 table, the customer master duplication 2 table, and the duplication table usage status management table according to the present embodiment. FIG. 4 is a diagram showing a specific example of the data configuration of the mail data collection channel management table and the telephone data collection channel management table. The data structure shown is an example, and the present embodiment is not limited to this. For example, the customer master table may further include the update date and time. Further, the customer master duplication 1 table, the customer master duplication 2 table, the duplication table usage status management table, the mail data collection channel management table, and the telephone data collection channel management table may further include the data collection date and time.

The configuration of the information processing apparatus 100 according to the present embodiment has been specifically described above.

<3. Operation processing>
Next, the operation processing of the customer information management system according to the present embodiment will be specifically described with reference to the drawings.

(3-1. Customer information registration process)
FIG. 5 is a flowchart showing an example of the flow of the customer information registration process according to the present embodiment. As shown in FIG. 5, first, in order to register the customer information collected in each channel in the database of the customer information management system 1, the information processing apparatus 100 executes the acquisition of the customer information collected in each channel (step). S103).

Next, the target customers are searched from the customer master table 131 in order from the first row of the imported data (step S106).

Next, when the target customer is specified, the collected data (information registered by the customer this time) is compared with the data of the same attribute (email address, telephone number, etc.) of the customer registered in the customer master table 131. (Step S109).

Next, when there is a difference (step S109 / with difference), the information processing apparatus 100 checks the replication table usage status of the corresponding attribute information using the replication table usage status management table 133 (step S112).

Next, in the case where the duplicate table is already in use (duplicate "1", duplicate "2", etc.) (step S112 / with use), the information processing apparatus 100 adds 1 to the number of the used duplicate table. The collected data is registered in the corresponding column of the number duplication table (duplication X + 1 table) (step S115). For example, when the customer is already using the customer master duplication 1 table 132a, the information processing apparatus 100 has a target attribute such as "email address" and "phone number" in the corresponding column of the customer master duplication 2 table 132b. Register the collected data in the column).

Next, the information processing apparatus 100 registers the value of "X + 1" in the target attribute information column of the customer in the duplication table usage status management table 133, and updates the duplication table usage status (step S118). For example, when the e-mail address is registered in the customer master duplication 2 table 132b, the information processing apparatus 100 sets "duplicate 2" in the "e-mail address" column corresponding to the customer in the duplication table usage status management table 133. do.

Next, the information processing apparatus 100 sets the channel name in which the customer has registered the information collected this time in the duplicate X + 1 column of the data collection channel management table of the corresponding data type (step S121). For example, when an e-mail address is registered from an ATM, the information processing apparatus 100 sets "ATM" in the column of duplication X + 1 corresponding to the customer (for example, "duplication 2") in the mail data collection channel management table 134a. ..

On the other hand, if no duplication table is used (duplication "0") (step S112 / not used), the information processing apparatus 100 registers the collected data in the customer master duplication 1 table 132a (step S112 / not used). Step S124).

Next, the information processing apparatus 100 inputs "replication 1" in the corresponding attribute information field of the replication table usage status management table 133 (step S127), and "replication 1" of the data collection channel management table 132 of the target attribute information. In the column of, the channel name (name of the channel of the data collection source) registered by the customer with the information collected this time is set (step S130).

Then, the information processing apparatus 100 searches for the next target customer in the master table (step S133), and when the search for all customers is completed for all the data imported from each channel (step S133 / all customers completed), the registration is performed. End the process. Such registration processing may be performed at any timing.

(3-2. Automatic update process)
Next, a process of automatically registering the data registered in the replication table in the master data, which is periodically executed, will be described with reference to FIG. FIG. 6 is a flowchart showing an example of the flow of the automatic update processing of customer information according to the present embodiment.

As shown in FIG. 6, first, the information processing apparatus 100 uses the duplication table usage status management table 133 to use two or more duplication tables for the same attribute information, and to all the duplication tables used. Customers who have the same data (same email address, same phone number, etc.) registered (with the same attributes) are extracted (step S203).

Next, the information processing apparatus 100 refers to the data collection channel management table 134 of the corresponding data type, and confirms whether the channels for which the information of the replication table is collected are different or the same (step S206).

In the case of different channels (step S206 / different channels), the information processing apparatus 100 registers the customer in the list as the master update target customer (step S209).

The above process is repeated for all the customers extracted in step S203 (step S212). This makes it possible to extract customers whose customer master table should be automatically updated. Since the same information has been applied for renewal multiple times, it is presumed that the accuracy of the information is high. In addition, the fact that the same information is being applied for renewal from different channels also increases the accuracy of the information. In addition, in this embodiment, as an example, the case where the same customer requests the update of the same content attribute information (customer information) twice or more from different channels is set as the condition for automatic update, but this embodiment is limited to this. However, it may be, for example, a customer who has made an update request three or more times (that is, when the same customer uses three or more duplicate tables for the same attribute information).

Then, the information processing apparatus 100 updates (automatically updates) the customer master data of each customer listed in step S209 with the data of the customer master duplication 1 table (step S215).

Next, the information processing apparatus 100 deletes all the data on the all duplication table of the corresponding data of each customer listed (step S218), and sets the value of the corresponding data in the duplication table usage status management table 133 to duplication "0". Update (step S221). Further, the information processing apparatus 100 deletes all the information in the data collection channel management table 134 of the corresponding data of the target customer (step S224).

As a result, the automatic update process of the master data of the customer who repeatedly registered the same customer information different from the master data from a plurality of channels is completed.

(3-3. Update processing based on customer consent)
As a master data update method, a method of updating by obtaining the customer's consent from a channel different from the collected channel is also conceivable. Such an update process based on customer consent will be specifically described with reference to FIGS. 7 to 10. In addition, the update process based on the customer consent may be performed at the same time as the automatic process and the update process based on the customer consent, such as when the predetermined condition in the above-mentioned automatic process is not satisfied.

-Creation of a master table update target candidate list FIG. 7 is a diagram showing an example of a flow of a master table update target candidate list creation process. As shown in FIG. 7, first, the information processing apparatus 100 extracts customers who are using only one customer master copy table (step S303). That is, a customer who has made an update request only once for a certain attribute information is extracted.

Next, the information processing apparatus 100 uses a plurality of duplicate tables and extracts customers who have registered different information in the corresponding data fields of each table (step S306). That is, a customer who has made an update request for a certain attribute information multiple times but has different information (different e-mail address, different telephone number, etc.) is extracted.

Further, the information processing apparatus 100 uses a plurality of duplicate tables and registers the same information in the corresponding data fields of each table, but extracts customers who are all registered from the same channel (step S309). .. That is, the update request is made multiple times for a certain attribute information, and the customers who have the same contents but are all registered from the same channel are extracted.

Next, the information processing apparatus 100 lists the extracted customer information (customer ID, name, etc.), the master data of the target data, the duplicate table data of the target data, and the channel information from which each data is collected. Create a list (step S312). At this time, a field may be provided in this list in which the customer can enter information specifying which data is to be registered in the master.

-Acquisition of Consent The information processing apparatus 100 then determines from which channel the customer is consented to update the attribute information of each customer based on the extracted list. For example, the information processing apparatus 100 may check from a channel different from the channel for which the update is applied. For example, for customer X whose telephone number is registered from "Web", a screen for confirming which data of the master data or the customer master copy 1 table should be used as master data is displayed when using "ATM". Set the type of phone number (master / duplicate 1) selected by the customer in the customer consent field of the list. The customer can also select the master data (ie, keep the contents of the current master table). Here, FIG. 8 shows an example of a data update confirmation screen. As shown in FIG. 8, on the confirmation screen 20, for example, the current registration status (master data) and application data (for example, data of the customer master copy 1 table and data of the customer master copy 2 table) are displayed on the confirmation screen 20. Is displayed and customers can select it. The customer selects the data to be registered and taps the confirmation button 24. If it is not confirmed at this point, tap the cancel button 22.

Further, in the information processing apparatus 100, for example, for a customer Y who has applied for renewal of a plurality of telephone numbers from "Web" or "ATM", the operator at the counter verbally confirms the customer Y when he / she visits the store, or an identity verification document. After specifying the telephone number to be used by requesting the presentation of, it may be set in the customer consent column of the list.

By confirming with the customer on a channel different from the channel from which the data was collected, it is possible to further improve the accuracy of the data.

FIG. 9 shows an example of List A in which the customer consent column is set in this way. As shown in FIG. 9, the type of data (master data, duplicate 1 table, duplicate 2 table, etc.) for which the customer has agreed to update is set for each target attribute information of each customer.

The information processing device 100 may request customer consent (distribute a target customer list) to a plurality of channels. In this case, if consent is obtained on one of the channels, confirmation from the other channel will be stopped.

Further, when the channel for confirmation is preset by the customer, the information processing apparatus 100 may distribute the customer list to the target channel so as to obtain confirmation from the set channel.

-Update process based on consent As described above, when the list A in which the result confirmed by the customer from each channel is registered is completed, the information processing apparatus 100 updates the master data according to the consent information. Such an update process based on the consent of the customer will be described with reference to FIG.

FIG. 10 is a flowchart showing an example of the flow of the master data update process based on the consent of the customer according to the present embodiment.

As shown in FIG. 10, first, the information processing apparatus 100 acquires the list A in which the customer confirmation result (that is, consent information) is registered (step S313).

Next, the information processing apparatus 100 confirms the customer consent column in order from the first row of the list A, confirms the information in the storage destination table (that is, the update target table) that the customer has agreed to (step S316), and agrees. If there is information in the storage destination table (step S316 / with data), the target data field of the target customer in the customer master table is updated with the data in the designated duplicate table (step S319). If there is "master" in the customer consent column (that is, if you agree with the data in the master data), the data in the master table is maintained.

Next, the information processing apparatus 100 deletes the data on the all duplication table of the corresponding data of the target customer (step S322).

Next, the information processing apparatus 100 deletes the information of the corresponding data in the duplication table usage status management table 133 (specifically, the corresponding data column is updated to "duplicate 0") (step S325), and further, the target data All the information registered in the data collection channel management table 134 is deleted (step S328).

Then, the process shown in steps S316 to S328 described above is repeated for all the data types of all the customers registered in the list A (step S331).

(3-4. Effect)
As described above, the information processing apparatus 100 according to the present embodiment satisfies certain conditions by holding a duplicate table of the master without immediately updating the customer master information when there is a request to update it. Only in this case, the master data can be updated to prevent frequent updates of master information and updates with uncertain data. This makes it possible to hold a master table in a state where it is easy to connect with customers and the accuracy of data is high.

In addition, by preparing multiple duplicate tables for updating the master, it becomes possible to manage the state of holding multiple pieces of information even when customer information is collected from various channels. By confirming the most reliable information with the customer, it is possible to improve the ease of connecting to the customer when approaching the customer using the relevant data.

Furthermore, problems such as the customer not receiving the necessary contact, the registered information not being used, and the data not being updated no matter how many times the registration is made will not occur, leading to improvement in customer satisfaction.

<4. Hardware configuration>
The embodiment of the present invention has been described above. Next, the hardware configuration of the information processing apparatus 100 according to the present embodiment will be described with reference to FIG. FIG. 11 is a diagram showing a hardware configuration example of the information processing apparatus 100 according to the embodiment of the present invention.

As shown in FIG. 11, the information processing device 100 includes a CPU (Central Processing Unit) 950, a ROM (Read Only Memory) 952, a RAM (Random Access Memory) 954, an internal bus 956, an input / output interface 958, and an input device 960. It has an output device 962, an HDD (Hard Disk Drive) 964, a network interface 966, a drive 970, and a connection port 974.

(CPU950)
The CPU 950 is composed of a processor such as a microprocessor, and as an arithmetic processing unit and a control device, controls the entire operation in the information processing device 100 according to various programs. The CPU 950 realizes, for example, a function as the above-mentioned control unit 110 or the like.

(ROM952, RAM954)
The ROM 952 stores programs, calculation parameters, and the like used by the CPU 950. Further, the RAM 954 temporarily stores a program used in the execution of the CPU 950, parameters that are appropriately changed in the execution, and the like.

(Internal bus 956)
The internal bus 956 is composed of a CPU bus and the like. The internal bus 956 connects the CPU 950, the ROM 952, and the RAM 954 to each other.

(I / O interface 958)
The input / output interface 958 connects the HDD 964 and the network interface 966 to the internal bus 956. For example, the HDD 964 exchanges data with the RAM 954 and the like via the input / output interface 958 and the internal bus 956.

(Input device 960)
The input device 960 is configured as an example of an input unit for inputting various parameters and the like into the information processing device 100 in advance. The input device 960 includes, for example, an input means for a user to input parameters to the information processing device 100 in advance, an input control circuit that generates an input signal based on the input by the user, and outputs the input signal to the CPU 950.

(Output device 962)
The output device 962 is configured as an example of the display unit of the information processing device 100. The output device 962 includes a display device such as a liquid crystal display device and an OLED (Organic Light Emitting Diode) device as a display unit.

(HDD964)
The HDD (Hard Disk Drive) 964 stores a program executed by the CPU 950 and various data.

(Network interface 966)
The network interface 966 is a communication interface composed of a communication device or the like for communicating with an external device. This network interface 966 functions as the above-mentioned communication unit 120 and the like.

(Drive 970)
The drive 970 is a reader / writer for a removable recording medium 972 such as a magnetic disk, an optical disk, or a semiconductor memory, and is built in or externally attached to the information processing apparatus 100. The drive 970 can write information to the mounted removable recording medium 972. Further, the drive 970 can also read the information recorded in the attached removable recording medium 972 and output it to the RAM 954.

(Connection port 974)
The connection port 974 is a port for directly connecting an external device (not shown) to the information processing device 100. The connection port 974 is, for example, a USB (Universal General Bus) port, an IEEE1394 port, a SCSI (Small Computer System Interface) port, or the like. By connecting an external device to the connection port 974, the connection port 974 can exchange various data between the information processing device 100 and the external device.

The above is an example of the hardware configuration of the information processing apparatus 100 according to the present embodiment. Each of the above-mentioned components may be configured by using general-purpose members, or may be configured by hardware specialized for the function of each component. Such a configuration may be changed as appropriate depending on the technical level at the time of implementation.

<5. Summary>
As described above, in the customer information management system 1 according to the present embodiment, it is possible to prevent frequent updates of the master data and perform updates with more accurate data.

Although preferred embodiments of the present invention have been described in detail with reference to the accompanying drawings, the present invention is not limited to such examples. It is clear that a person having ordinary knowledge in the field of technology to which the present invention belongs can come up with various modifications or modifications within the scope of the technical ideas described in the claims. , These are also naturally understood to belong to the technical scope of the present invention.

Further, according to the embodiment of the present invention, it is possible to provide a computer program for causing hardware such as a CPU, ROM, and RAM to exhibit the same functions as each configuration of the above-mentioned information processing apparatus 100. Also provided is a recording medium on which the computer program is recorded.

1 Customer information management system 100 Information processing device 110 Control unit 111 Update management unit 120 Communication unit 130 Storage unit 131 Customer master table 132 Data collection channel management table 132a Customer master replication 1 table 132b Customer master replication 2 table 133 Replication table Usage management Table 134 Data collection channel management table 134a Mail data collection channel management table 134b Phone data collection channel management table 200 Mail delivery server 300 Contact center server 400 ATM management server 500 Web tracking server

Claims (13)

Each time customer information is collected from one or more collection channels, a customer master duplication table for updating the customer master table is created, and the collected customer information is registered.
When the registration status of a plurality of the customer master duplication tables of the same customer satisfies a predetermined condition, the control unit is provided to control the customer master table to be updated with the customer information registered in the customer master duplication table. , Information processing equipment. The predetermined condition is described in claim 1, wherein the customer master duplication table in which the customer information of the same customer is registered is a plurality of, and the contents of the registered customer information are the same. Information processing equipment. The information processing apparatus according to claim 2, wherein the predetermined condition further includes a case where the collection channels of the customer information registered in the plurality of customer master replication tables are different. A claim that the control unit creates a second customer master duplication table when the first customer master duplication table is already used for the same customer, and controls to register the customer information collected this time. The information processing apparatus according to 2 or 3. The information processing device according to any one of claims 2 to 4, wherein the control unit controls the update of the customer master table according to the consent of the customer when the predetermined condition is not satisfied. When the customer master duplication table in which the customer information of the same customer is registered is singular, the control unit updates the customer master table with the contents of the customer master duplication table after obtaining the consent of the customer. The information processing apparatus according to claim 5. When the control unit has a plurality of customer master duplication tables in which customer information of the same customer is registered and the contents of the registered customer information are different, the control unit uses the contents agreed by the customer. The information processing apparatus according to claim 5, which updates the customer master table. The control unit has a plurality of customer master replication tables in which customer information of the same customer is registered, the contents of the registered customer information are the same, and the collection channel is the same. The information processing apparatus according to claim 5, wherein the customer master table is updated with the contents agreed by the customer. The information processing device according to any one of claims 5 to 8, wherein the control unit obtains the consent of the customer from a collection channel different from the customer information collection channel registered in the customer master replication table. The control unit includes customer information currently registered in the customer master table and each customer information registered in one or more customer master duplication tables, and uses any of the customer information to use the customer master table. The information processing apparatus according to any one of claims 5 to 9, which generates a confirmation screen for causing the customer to select whether to update, and controls to output from a predetermined collection channel. The information processing device according to claim 10, wherein the control unit can also select customer information currently registered in the customer master table on the confirmation screen. The control unit deletes the customer information registered in all the customer master duplication tables of the same customer when the update of the customer master table is completed, according to any one of claims 2 to 11. Information processing equipment. Computer,
Each time customer information is collected from one or more collection channels, a customer master duplication table for updating the customer master table is created, and the collected customer information is registered.
When the registration status of a plurality of the customer master duplication tables of the same customer satisfies a predetermined condition, the customer master table is controlled to be updated with the customer information registered in the customer master duplication table, and functions as a control unit. A program to make you.

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