JP7345259B2 - Notification method selection device, notification method selection method, and program - Google Patents

Description

The present invention relates to a notification method selection device, a notification method selection method, and a program.

BACKGROUND OF THE INVENTION With the development of computers and communication network technologies such as the Internet, the method of giving business notices to customers has changed from mailing printed materials to electronic notices. An electronic notification is a notification using e-mail, a messaging service, etc. via a communication network. The messaging service is a mechanism for transmitting and receiving contents such as messages using functions such as RCS (Rich Communication Services), SMS (Short Message Service), and SNS (Social Networking Service). RCS is a standard for implementing an instant messenger for mobile phones at the terminal level, and uses a telephone number instead of a user name or e-mail address when communicating with the other party. RCS is designed with consideration given to interconnection between different communication carriers. Furthermore, in RCS, the upper limit of the number of characters that can be sent is set larger than in conventional SMS and MMS. Patent Document 1 discloses a technique for transmitting an e-mail to an address that has a high probability of being immediately visible to the customer when notifying the customer.

Japanese Patent Application Publication No. 2007-241732

However, many companies provide similar services through electronic notifications such as e-mail, and customers may receive a large number of notifications. When a large number of electronic notifications are sent, a situation may occur where the notifications are left unopened by the customer. In this case, the customer cannot be made aware of the content of the notification. As a countermeasure, it is possible to return to the method of notifying customers by mailing printed materials. This is because, in general, when a physical printed matter is delivered, it is thought that the intention to check the contents is more likely to be exerted. However, since sending printed materials by mail requires costs such as printing fees and shipping fees, there was a problem in that returning to the method of providing printed notifications would increase costs compared to electronic notifications.

The present invention has been made in view of these circumstances, and its purpose is to make it easier for the customer to recognize the content of the notification when notifying the customer, and to avoid increasing the cost required for the notification. An object of the present invention is to provide a notification method selection device, a notification method selection method, and a program that can perform the following.

In order to solve the above-mentioned problems, the present invention improves the customer's response rate to printed notices that are notices in printed matter, and the open rate or response of the customers to electronic notices that are notices by electronic means. an analysis unit that selects at least one of the printed notification or the electronic notification as a notification method for notifying the customer of information based on the rate ; and a processing unit that outputs a result of the selection by the analysis unit; The analysis unit derives the response rate of the customer to the print notification based on the presence or absence of a response to the print notification given to the customer in the past, and calculates the response rate of the customer to the electronic notification. The open rate of the customer in the electronic notification is determined based on whether or not the customer has responded to the electronic notification sent to the customer in the past. If the response rate of the electronic notification is lower than the response rate of the printed notification, if the open rate of the electronic notification is equal to or higher than a threshold value, the notification method is set as the electronic notification, and if the open rate of the electronic notification is less than the threshold value, The notification method selection device sets the notification method to the print notification .

Further, in order to solve the above-mentioned problems, the present invention provides a notification method selection method performed by a computer, in which an analysis unit calculates the customer's response rate to a printed notification, which is a printed notification, and Based on the customer's open rate or response rate to the electronic notification, which is a notification based on the method, at least one of the printed notification or the electronic notification is selected as a notification method for notifying the customer of information, and outputs the selection result by the analysis unit, and the analysis unit derives the response rate of the customer to the print notification based on the presence or absence of a response to the print notification given to the customer in the past, The response rate of the customer to the electronic notification is derived based on the presence or absence of a response to the electronic notification sent to the customer in the past, and the open rate of the customer in the electronic notification is calculated based on the response rate to the customer in the past. The notification method is derived based on whether or not the electronic notification has been opened, and if the response rate of the electronic notification is lower than the response rate of the printed notification, and the opening rate of the electronic notification is equal to or higher than a threshold, the notification method is changed to the electronic notification. and if the open rate of the electronic notification is less than a threshold value, the notification method is set as the print notification.

Further, in order to solve the above-mentioned problems, the present invention provides a program for causing a computer to operate as the notification method selection device described above, which causes the computer to function as each part included in the notification method selection device. This is a program for

As described above, according to the present invention, the notification method can be selected based on the customer's reaction to the notification, so the content of the notification can be easily recognized by the customer. Additionally, since each customer can choose whether to notify them in print or electronically, the costs required for notifications are lower than if they returned to the method of notifying all customers in print. Is possible. In other words, the content of the notification can be easily recognized by the customer, and the cost required for the notification can be prevented from increasing.

1 is a block diagram showing the configuration of a notification method selection system 1 to which a notification method selection device 10 according to a first embodiment is applied. FIG. 1 is a block diagram showing the configuration of a notification method selection device 10 according to the first embodiment. FIG. 3 is a diagram illustrating a configuration example of information stored in a response history information storage unit 103 according to the first embodiment. It is a flowchart explaining the operation of the notification method selection device 10 according to the first embodiment. FIG. 7 is a diagram showing a configuration example of information stored in a response history information storage unit 103A according to the second embodiment. It is a figure showing the example of composition of information stored in response history information storage part 103B by a 3rd embodiment.

Hereinafter, one embodiment of the present invention will be described with reference to the drawings.

(First embodiment)
First, a first embodiment will be described.
FIG. 1 is a block diagram showing the configuration of a notification method selection system 1 to which a notification method selection device 10 according to the first embodiment is applied. The notification method selection system 1 is a system that notifies specific customers of various types of information in response to requests from companies and the like. The notification method selection system 1 includes, for example, a notification method selection device 10, a printing device 20, a distribution server 30, a print layout generation device 40, and an electronic layout generation device 50.

The notification method selection device 10 acquires the notification request. The notification request here is a signal sent from a terminal device installed in a company or the like to the notification method selection device 10, and is a signal requesting the company to notify the customer. The notification request includes at least information indicating the destination of the notification, for example, information indicating the customer's name, address, telephone number, e-mail address, etc.
Further, the notification request may include the content of the notification. A notification of the prescribed content here is a business-related notification that a company makes to a customer, such as notifying the amount of a claim or notifying the customer that the insurance he/she has subscribed to has reached the maturity date. It is something to do.
Based on the notification request, the notification method selection device 10 selects a notification method (hereinafter also referred to as a notification method) according to the customer to be notified, and outputs the selection result.

The notification methods in this embodiment are print notification and electronic notification. The printed notification is a notification using printed matter, and is a method of notifying the customer by, for example, delivering a physical printed matter to the customer's address. Electronic notification is notification by electronic means, and is a method of notification in which an email or message using a messaging service is delivered to the terminal (desktop, tablet, smartphone, etc.) used by the customer. . The messaging service here is a mechanism for transmitting and receiving content such as messages using functions such as RCS (Rich Communication Services), MMS (Multimedia Messaging Service), and SNS (Social Networking Service). That is, electronic notifications include notifications by e-mail and notifications using a messaging service (hereinafter referred to as message notifications).

The notification method selection device 10 outputs print notification instruction data for instructing print notification or electronic notification instruction data for instructing electronic notification, depending on the selection result of the notification method.
The print notification instruction data is data in which information such as the name and address of the customer to be notified is added to information indicating that a print notification is instructed.
The electronic notification instruction data is data in which information such as the e-mail address of the customer to whom the notification is to be sent, and the telephone number and account for sending the message notification is added to information indicating that an electronic notification is to be given.
The notification method selection device 10 outputs print notification instruction data to the printing device 20 when the notification method is print notification. The notification method selection device 10 outputs electronic notification instruction data to the distribution server 30 when the notification method is electronic notification. When the notification method is electronic notification, the notification method selection device 10 adds information specifying whether the notification is by e-mail or by using a messaging service (hereinafter referred to as message notification) to the electronic notification instruction data. You can.

The printing device 20 uses the print notification instruction data acquired from the notification method selection device 10 to perform notification in printed matter.
Upon acquiring the print notification instruction data, the printing device 20 requests layout data from the print layout generation device 40 and acquires the print layout data from the print layout generation device 40 . The print layout data is data indicating the content to be notified in the print notification, and is, for example, print data for printing the paper surface of the printed matter. The print data includes, for example, information indicating the text and images to be printed, the layout such as the arrangement on the paper, and the like.
The printing device 20 prints on paper using the print layout data to generate printed matter. The printing device 20 performs processing such as sealing the generated printed matter, attaching the address indicated in the print notification instruction data to the sealed envelope, and delivering it to the customer, using a delivery company or the like. Send printed materials to customers. As a result, the customer is notified in printed matter.

The distribution server 30 uses the electronic notification instruction data acquired from the notification method selection device 10 to perform electronic notification.
Upon acquiring the electronic notification instruction data, the distribution server 30 requests layout data from the electronic layout generation device 50 and acquires the electronic layout data from the electronic layout generation device 50. The electronic layout data is data indicating the content to be notified by electronic notification, and is, for example, data of the content shown in an e-mail or message. The content data includes a title, text, image, layout, information indicating a link destination, and the like. Images may include not only still images but also moving images.
The distribution server 30 generates the content of an e-mail using the electronic layout data, and sends the generated e-mail to the e-mail address used by the customer indicated in the electronic notification instruction data. The distribution server 30 generates message content using the acquired electronic layout data, and transmits the generated message to the message ID used by the customer indicated in the electronic notification instruction data. The message ID is, for example, the customer's telephone number or the customer's identification number registered in an application that performs message notification.

The print layout generation device 40 transmits print layout data to the printing device 20 in response to a request from the printing device 20.
The electronic layout generation device 50 transmits electronic layout data to the distribution server 30 in response to a request from the distribution server 30.

In addition, although the case where the print layout generation device 40 generates print layout data and the electronic layout generation device 50 generates electronic layout data has been described above, the present invention is not limited to this. For example, the notification method selection device 10 may generate either or both of print layout data and electronic layout data.

FIG. 2 is a block diagram showing the configuration of the notification method selection device 10 according to the first embodiment. The notification method selection device 10 includes, for example, a notification request acquisition section 100, an analysis section 101, a processing section 102, and a response history information storage section 103.

The notification request acquisition unit 100 acquires notification requests and outputs the acquired notification requests to the analysis unit 101. The notification request includes information regarding the notification destination and information regarding the content of the notification. The information regarding the notification destination is information indicating the notification destination, and includes, for example, the name, address, telephone number, e-mail address, message ID, etc. of the customer to be notified. The information regarding the content of the notification is information indicating the content to be notified and the conditions for the notification. The notification conditions are information indicating the conditions for notification, such as the period during which the notification should be made. For example, if the notification is about the bill amount, it is necessary to notify the customer before the day when the bill amount is debited, so the notification period is set to one week before the debit date, etc. .

The analysis unit 101 selects a notification method from print notification and electronic notification based on the notification request from the notification request acquisition unit 100. The analysis unit 101 analyzes reactions to past notifications made to customers who are notification targets, and selects a notification method according to the results of the analysis. The reaction to the notification here is a reaction indicating that the customer has recognized the content of the notification, and includes two reactions, for example, response and opening. The reaction here may be both a response and an opening, or either a response or an opening.

The response is a response made by the customer according to the content of the notification. For example, if a notification of the billed amount is given and the customer applies for a point redemption offer corresponding to the amount, it is possible to determine that the customer has responded to the notification. In addition, if the insurance company notifies you that the insurance has reached maturity and the insurance company informs you that you will continue to enroll in the insurance after the maturity date, or if you notify that the insurance has reached the maturity date and the insurance company It can be determined that the customer has responded to the notification if, for example, the customer has offered to enroll in educational endowment insurance.

Opening is the opening of a notification by the customer. Whether or not the notification has been opened is determined for electronic notifications. For example, in the case of a message notification, the application that performs the message notification determines whether the message has been opened (read) or not, that is, whether the electronic notification has been opened. In this application, for example, if a message is displayed on the application of the terminal used by the notified customer, the message is determined to have been opened by being sent to the management server, etc. . In the case of notification by e-mail, an e-mail containing an image for confirming opening (hereinafter referred to as an opening confirmation image) and information indicating a link destination is sent. For example, the opening confirmation image is programmed in advance so that when the image is displayed, a specific URL (Uniform Resource Locator) is accessed. In this case, the e-mail is deemed to have been opened when the e-mail is opened and a confirmation image is displayed, or when a specific URL is accessed by clicking on a link destination.

The analysis unit 101 refers to the response history information (see FIG. 3) stored in the response history information storage unit 103 based on the information regarding the notification destination (for example, the customer's name) indicated in the notification request. The response history information includes information indicating reactions to notifications for each customer, for example, information indicating whether or not there was a response to notifications given to customers in the past.

For example, the analysis unit 101 derives the response rate and open rate for each notification method for notifications given to customers in the past. The response rate here is the ratio of the number of notifications for which a response was received to the number of times notifications were made. Further, the open rate is the ratio of the number of opened notifications to the number of notifications (limited to notifications by electronic notification methods).

The analysis unit 101 derives a response rate for each of print notifications and electronic notifications (e-mail notifications and message notifications), and selects the notification method with the highest response rate as the notification method to the customer. Specifically, if the customer has the highest response rate to notifications via email, the analysis unit 101 selects notification via email as the method of notification to the customer. The analysis unit 101 selects message notification as the customer notification method when the customer's response rate to message notification is higher (larger) than the response rate to print notification.

Here, when a printed matter is delivered as an actual object, humans generally have the will to pick up the printed matter and check its contents. On the other hand, message notifications are not tangible like printed matter, so even if a message notification is sent to a terminal device, people do not have much will to check the content. . Although the open rate of printed notices cannot be measured in the same way as electronic notices, it is considered to be higher than the open rate of electronic notices. In addition, since it is assumed that customers will respond to printed materials that they open on their own will after checking the contents, most customers believe that the response rate to printed notifications is higher than that to message notifications. good.
For this reason, if an algorithm is adopted in which print notifications are sent to customers whose response rate for message notifications is not higher than the response rate for print notifications, the majority of customers will be notified in printed matter. In this case, there is a concern that the costs (printing charges, shipping charges, etc.) for delivering the printed matter may become excessive.

As a countermeasure for this, in this embodiment, even if the response rate of message notifications is not higher than the response rate of print notifications, message notifications are sent to customers who have opened message notifications. Printed notifications are sent only to customers whose response rate to message notifications is not higher than the response rate to printed notifications, and who hardly even open message notifications. In this way, the cost of shipping printed matter is suppressed as much as possible.
Specifically, even if the response rate of message notifications is lower than the response rate of print notifications, for example, if the open rate of message notifications is equal to or higher than a predetermined threshold, Ensure that message notifications are selected as the method of notification to customers. This makes it possible to suppress the cost required for notification.

The processing unit 102 creates either print notification instruction data or electronic notification instruction data based on the result of selecting the notification method for the customer by the analysis unit 101 (selection result). When the processing unit 102 creates print notification instruction data, it outputs the created data to the printing device 20 . When the processing unit 102 creates electronic notification instruction data, it outputs the created data to the distribution server 30. Here, the print notification instruction data is an example of a “selection result” by the analysis unit 101. Further, the electronic notification instruction data is an example of a “selection result” by the analysis unit 101.

The response history information storage unit 103 stores response history information. The response history information is input from another device (such as a server device that aggregates reactions to notifications) via an input unit (not shown) of the notification method selection device 10, for example.

FIG. 3 is a diagram showing a configuration example of information (response history information) stored in the response history information storage unit 103 according to the first embodiment. Response history information is generated for each customer who can be the target of notification.

As shown in FIG. 3, the response history information includes items such as notification source, notification means, response, and opening. The notification source indicates the name of the company that is the notification source. The notification means indicates the notification method of notifications given to the customer by the notification source during a predetermined period in the past, that is, any of printed notifications, e-mails, and messages. The response rate indicates the response rate in the notification method indicated by the notification means. The open rate indicates the open rate in the notification method indicated in the notification means. This example shows that Company A sent five printed notices to the customer, and one of them received a response. Additionally, Company A sent 20 e-mail notifications, all of which received no response, Company B did not send any printed notices, and Company B sent 30 message notifications, of which 28 were unopened. , it is shown that there were responses to five of them.

FIG. 4 is a flowchart illustrating the operation of the notification method selection device 10 according to the first embodiment.
First, the notification method selection device 10 acquires a notification request using the notification request acquisition unit 100 (step S10). The notification request acquisition unit 100 outputs the contents of the acquired request notification to the analysis unit 101.

Next, the notification method selection device 10 uses the analysis unit 101 to acquire response history information (step S11). The analysis unit 101 acquires a request notification from the notification request acquisition unit 100, refers to the response history information storage unit 103 based on information such as the name of the customer indicated as the notification target in the acquired notification request, and determines the notification target. Obtain response history information for a customer.
Next, the analysis unit 101 determines whether the e-mail response rate is the highest (step S12). Using the response history information, the analysis unit 101 derives the response rate and open rate for each notification method of notifications given to customers in the past. The response rate and the open rate may be stored in the response history information storage unit 103, or may be calculated by the analysis unit 101 using information stored in the response history information storage unit 103. The analysis unit 101 determines whether the response rate for e-mail is the highest by comparing the response rates for each derived notification method.
Then, when the analysis section 101 determines that the response rate of e-mail is the highest, the notification method selection device 10 selects an e-mail method to be used for e-mail notification by the processing section 102 as a result of the selection by the analysis section 101. electronic notification instruction data is output (step S13).

On the other hand, in step S12, if the analysis unit 101 determines that the response rate for e-mail is not the highest, the analysis unit 101 determines whether the response rate for messages is equal to or higher than the response rate for print notifications. (Step S14).
If the analysis unit 101 determines that the response rate of the message is equal to or higher than the response rate of the print notification, the processing unit 102, as a result of the selection by the analysis unit 101, generates message electronic notification instruction data to be used for message notification. Output (step S15).

On the other hand, if the analysis unit 101 determines in step S14 that the response rate of the message is not equal to or higher than the response rate of the print notification, the analysis unit 101 determines whether the open rate of the message is equal to or higher than a predetermined threshold. (Step S16).
If the analysis unit 101 determines that the open rate of the message is equal to or higher than the predetermined threshold, the processing unit 102 outputs print notification instruction data as a result of the selection by the analysis unit 101 (step S17).

As explained above, the notification method selection device 10 of the first embodiment includes the analysis section 101 and the processing section 102. The analysis unit 101 selects at least one of a printed notification and an electronic notification as the notification method for notifying the customer of information based on the customer's reaction to the printed notification or the electronic notification. do. The processing unit 102 outputs the selection result by the analysis unit 101 (either print notification instruction data indicating an instruction to print a notification or electronic notification instruction data indicating an instruction to send an electronic notification).
Thereby, the notification method selection device 10 of the first embodiment can select a notification method according to the customer's tendency based on the customer's response to the notification, and can make it easier for the customer to confirm the notification. In addition, since customers can choose between printed notifications and electronic notifications, customers who tend to respond to both printed and electronic notifications can choose to receive electronic notifications. While making it easier for customers to confirm the notification, it is possible to reduce the cost required for the notification compared to the case where all customers are notified in printed matter.

In addition, although the above-mentioned embodiment illustrated and demonstrated the case where a notification method is selected based on the response rate and open rate of the notification made to a customer in the past predetermined period, it is not limited to this. As the notification method, a method that is assumed to be easy for the customer to check the notification may be selected. For example, the notification method that corresponds to the latest response from the customer to the notification may be selected. It's okay.

Specifically, based on the response history information, the analysis unit 101 selects the notification method corresponding to the latest notification among the notifications to which responses have been received as the notification method to the customer. Alternatively, the analysis unit 101 may select, as the customer notification method, a notification method corresponding to a notification to which a response was recently made among responses to the notification. This will improve usability as the application that sends message notifications is upgraded, and even if the target for checking notifications changes from e-mail to message notifications, notifications will be updated in accordance with the latest trends. It is possible to select a notification method to make it easier to confirm.

Furthermore, in the above-described embodiment, if the response rate of message notifications is lower (smaller) than the response rate of print notifications, and if the open rate of message notifications is equal to or higher than a predetermined threshold, message notifications are used as a method of notifying customers. I explained how to choose. The predetermined threshold in this case does not need to be a fixed value and may be changed depending on the situation.
For example, if the allocated budget is large, more expenses can be spent on printing notifications. In this case, the predetermined threshold value is set high (large) to make it easier for print notification to be selected as the notification method to the customer. On the other hand, when the allocated budget is small, the predetermined threshold is set low (small) to make it difficult for print notification to be selected as a notification method to the customer. This makes it possible to provide notifications that are most likely to be confirmed by customers within the allocated budget.

(Second embodiment)
Next, a second embodiment will be described. In this embodiment, the analysis unit 101 determines the date and time of notification, the interval between each notification when multiple notifications are to be made, etc. so that the content of the notification can be easily confirmed.

Here, the date and time of notification is the date and time when the notification was given in the printed notification and the date and time when the notification was given in the electronic notification. Furthermore, the notification interval is the interval between sending dates when a plurality of print notifications are issued, or the interval between delivery times when a plurality of electronic notifications are issued.
In the following description, matters that are different from the embodiments described above will be explained, and matters equivalent to the embodiments described above will be denoted by the same reference numerals and the explanation thereof will be omitted.

In this embodiment, for example, notifications are sent on dates and times when the content of the notifications can be easily confirmed, and when multiple notifications are sent to the same customer using the same notification method, Specify the notification order and notification interval.

For example, if you send message notifications in the early afternoon on weekdays to customers who tend to open (read) them, send message notifications at that time, and if there are multiple message notifications scheduled to be sent, , the interval between sending each message notification is set to 10 minutes.
Alternatively, if a customer who plans to send three print notifications in one month tends to respond more easily to print notifications sent at the beginning of each month, Print notifications should be sent sequentially at intervals. This allows notifications to be sent at dates and times that are easy for customers to check, and when multiple notifications are sent during that time period, to prevent notifications from being too concentrated, making it easier for customers to check each notification. It is possible to do so.

In this embodiment, the notification method selection device 10A includes an analysis section 101A, a processing section 102A, and a response history information storage section 103A.

The analysis unit 101A obtains a plurality of request notifications for the same customer, and selects a notification method for each request notification using a method similar to that described in the first embodiment described above. The plurality of request notifications may be sent from a plurality of different companies to the same customer, or may be sent from one company to the same customer.

The analysis unit 101A also refers to the response history information (see FIG. 5) stored in the response history information storage unit 103A, and determines the days of the week and the days on which the open rate tends to be high for electronic notifications sent to customers in the past. Determine the time zone. The response history information of this embodiment includes information indicating the notification date and time of each past notification given to the customer.

For example, the analysis unit 101A classifies all electronic notifications sent to customers during a predetermined period by the day of the week or time of day of the notification. The days of the week may be categorized into seven categories from Monday to Sunday, or may be categorized according to the customer's lifestyle, such as weekdays and holidays. The time period may be a time period divided by a predetermined time period (for example, one hour), or may be divided into a general time period such as early morning, midday, late afternoon, or night.

Then, the analysis unit 101A derives the open rate of electronic notifications sent during the classified day of the week or time period. The analysis unit 101A compares the derived open rates for each day of the week or each time period, and determines the day of the week or time period where the open rate tends to be high.

The analysis unit 101A outputs, to the processing unit 102A, information in which notifications for which electronic notification is selected as the notification method are associated with days of the week and times when the open rate tends to be high (for example, early afternoon on weekdays, etc.). At this time, if there are multiple notifications for the same customer in which electronic notification is selected, the analysis unit 101A outputs the delivery time interval (for example, every 10 minutes) of each notification to the processing unit 102A.

Alternatively, the analysis unit 101A provides the processing unit 102A with information that associates the content of the notification with a date or period (for example, the beginning of the month) when the response rate tends to be high for a notification for which print notification is selected as the notification method. Output. At this time, if there are multiple notifications for the same customer in which print notifications have been selected, the analysis unit 101A outputs the interval between sending dates of each notification (for example, every three days) to the processing unit 102A.

When a print notification is selected by the analysis unit 101A, the processing unit 102A provides information specifying the sending date, and if there are multiple print notifications addressed to the same customer, the processing unit 102A provides information specifying the sending date of other print notifications. Print notification instruction data to which instruction information has been added is output to the printing device 20. Here, the information specifying the sending date and the information specifying the interval from the sending date of other print notifications are examples of "determination results" by the analysis unit 101A.
When an electronic notification is selected by the analysis unit 101A, the processing unit 102A includes information specifying the transmission time, and when there are multiple print notifications addressed to the same customer, the processing unit 102A stores information specifying the transmission time of other electronic notifications. Electronic notification instruction data with instruction information added is output to the distribution server 30. Here, the information specifying the distribution time and the information indicating the interval with the distribution time of other electronic notifications are examples of "results of determination" by the analysis unit 101A.

The response history information storage unit 103A stores information indicating the notification date and time of each past notification given to the customer as response history information.

FIG. 5 is a diagram showing a configuration example of information (response history information) stored in the response history information storage unit 103A according to the second embodiment.
As shown in FIG. 5, the response history information includes items such as notification source, notification means, notification date and time, presence or absence of response, and presence or absence of opening. The notification source and notification means are the same as the response history information in the first embodiment described above, and therefore their description will be omitted.
The notification date and time indicates the date and time when the notification was made. For example, in the case of a printed notification, the date and time of the notification are shown as the date and time of the notification, and in the case of an electronic notification, the date and time of the notification are shown as the notification date and time. The presence or absence of response indicates whether or not there is a response from the customer to the notification. Whether the electronic notification has been opened or not indicates whether or not the electronic notification has been opened.
This example shows that Company A notified the customer in printed matter on the date XX/XX, and that the customer responded to this notification. Further, it is shown that a notification by e-mail was sent from Company A at 12:00 on date XX/XX, and although this notification was opened, there was no response from the customer. In addition, Company B sent a printed notice on the date XX/XX, and there was no response from the customer to this notice. It indicates that the notification has been opened and a response has been received from the customer.

When the printing device 20 acquires the print notification instruction data with information specifying the sending date, it instructs the delivery company about the sending date so that the printed matter will be sent on the specified sending date.
When the distribution server 30 acquires the electronic notification instruction data with information specifying the transmission time, it creates an e-mail or message specifying the distribution date and time so that the electronic notification is sent at the specified transmission time.

As explained above, in the notification method selection device 10A according to the second embodiment, the analysis unit 101A determines whether or not the customer has received a print notification or an electronic notification based on the relationship between the date and time of the notification and whether or not the customer has responded to the notification. Then, the notification date and time for notifying the customer of the information is determined, and if there are multiple notifications for the same customer with the same notification method selected, the time interval between each notification is determined. The processing unit 102 outputs the result of the determination made by the analysis unit 101.
As a result, the notification method selection device 10A in the second embodiment provides notifications at dates and times that are easy for the customer to check, and when multiple notifications are sent during that time period, the notifications do not become too concentrated. In this way, any notification can be more easily confirmed by the customer.

Note that in the second embodiment described above, the order of notifications may be determined when a plurality of notifications are made. By appropriately determining the order of notifications, any notification can be easily recognized.
The order of notifications is determined, for example, based on reactions to past notifications to customers. Specifically, the analysis unit 101A derives a response rate and an open rate for each notification source and notification content. The contents of the notification include, for example, a notification of the amount of the claim, a notification of the expiration of insurance, and the like. The content of the notification may include the presence or absence of additional information such as information on campaigns and information on educational insurance.

The analysis unit 101A compares the derived response rates for each notification source and notification content, and determines which notification sources tend to have a high response rate or which notification contents tend to have a high response rate. The analysis unit 101A also compares the derived open rates for each notification source and notification content to determine which notification sources tend to have a high open rate or which notification contents tend to have a high open rate.

Then, the analysis unit 101A uses the determined result to determine the order of notifications among the plurality of notifications. For example, if each of the notification sources in a plurality of notifications includes a notification source that tends to have a high response rate, the analysis unit 101A determines to perform the notification first (or last). Alternatively, if the content of each of the plurality of notifications includes content that tends to have a high response rate, it is determined that the notification is to be sent first (or last). Whether to send the notification first or last may be arbitrarily determined depending on the customer's tendency.

(Third embodiment)
Next, a third embodiment will be described. In this embodiment, the expression of the notification is selected based on the relationship between the expression of the notification made to the customer in the past and the customer's reaction to the notification.

The expression of the notification here refers to the expression made in the notification, such as the font, font size, color of the text written in the notification, presence or absence of bold font or underlining, amount of information, presence or absence of still images or moving images, etc. It is.

In this embodiment, for example, the notification is made using expressions that make it easier for the customer to confirm the content of the notification.
For example, if a customer is more likely to respond to a printed matter written in large letters and collected on a single sheet of paper, a notice using printed matter written in large letters and written on a single sheet of paper may be sent. Alternatively, for customers who tend to respond more easily to message notifications using moving images, message notifications expressed using moving images may be sent. As a result, it is possible to provide notifications using expressions such as font sizes and moving images that are easy for customers to confirm, thereby making it easier for customers to confirm the content of the notification.

In this embodiment, the notification method selection device 10B includes an analysis section 101B, a processing section 102B, and a response history information storage section 103B.

The analysis unit 101B refers to the response history information (see FIG. 6) stored in the response history information storage unit 103B, and determines whether the response rate or open rate tends to be high for print notifications and electronic notifications sent to customers in the past. Determine the expression in. The response history information of this embodiment includes information indicating the expression of each past notification given to the customer.

For example, the analysis unit 101B classifies all notifications sent to customers during a predetermined period of time based on the expressions for which they were notified.
The analysis unit 101B then derives the notification response rate and open rate for each classified expression. The analysis unit 101B compares the response rates for each derived expression and determines expressions that tend to have a high response rate. Alternatively, the analysis unit 101B compares the derived open rates for each expression and determines which expressions tend to have higher open rates.

The analysis unit 101B outputs to the processing unit 102B information that associates notification methods with expressions of notifications that tend to have high response rates or open rates.

When a print notification is selected by the analysis unit 101B, the processing unit 102B sends print notification instruction data to the printing device with information indicating an expression (hereinafter also referred to as expression information) according to the content determined by the analysis unit 101B. Output to 20.
When electronic notification is selected by the analysis unit 101B, the processing unit 102B outputs to the distribution server 30 electronic notification instruction data to which expression information according to the content determined by the analysis unit 101B is added.
Here, the expression information according to the content is an example of a "decision result" by the analysis unit 101B. Note that the expression information in the print notification and the expression information in the electronic notification may have the same content or may have different content.

The response history information storage unit 103B stores, as response history information, information indicating the expression of each past notification given to a customer.

FIG. 6 is a diagram showing a configuration example of information (response history information) stored in the response history information storage unit 103B according to the third embodiment.
As shown in FIG. 6, the response history information includes items such as notification source, notification means, notification expression, presence or absence of response, and presence or absence of opening. Since the notification source and notification means are the same as the response history information in the first embodiment described above, the presence or absence of a response and the presence or absence of opening are the same as the response history information in the second embodiment described above. Therefore, the explanation will be omitted.
The notification expression indicates the expression written in the notification. For example, the size and thickness of the characters written in the notification, the amount of information, the presence or absence of still images or moving images, etc. are shown as notification expressions. The presence or absence of response indicates whether or not there is a response from the customer to the notification. In this example, it is shown that the printed notice sent from Company A to the customer is expressed in bold, and that there has been a response from the customer to this notice. It is also shown that the e-mail notification sent by Company A did not include any still or moving images, and that although the notification was opened, there was no response from the customer. In addition, the printed notice from Company B contained a large amount of information, there was no response from the customer to this notice, and the message notification from Company B contained a moving image. It shows that the notification was opened and the customer responded.

When the printing device 20 acquires the print notification instruction data to which the expression information has been added, it requests the print layout generation device 40 for layout data according to the content of the expression information.
When the distribution server 30 acquires the electronic notification instruction data to which the expression information has been added, it requests the electronic layout generation device 50 for layout data according to the content of the expression information.

As explained above, in the notification method selection device 10B in the third embodiment, the analysis unit 101B selects the Determine the wording of the notification that provides information. The processing unit 102 outputs the result of the determination made by the analysis unit 101.
As a result, the notification method selection device 10B according to the third embodiment can provide a notification in an expression that is easy for the customer to confirm, and it is possible to make the notification easier for the customer to confirm.

In addition, in at least one embodiment described above, the notification method, notification date and time, notification order, notification expression, etc. are determined based not only on the customer's response to the notification, but also on secondary information generated by the response. may be determined.
The secondary information generated by the response (hereinafter referred to as response secondary information) is attribute information regarding the customer obtained when the customer responds to the notification. For example, response secondary information includes the customer's schedule, family composition, personality, etc., obtained from the content of a conversation between a customer who has requested continuation of insurance and an insurance representative.
The response subsidiary information is generated based on a report etc. from a person in charge who has communicated with the customer by telephone or the like, and is sent to the notification method selection device 10 from a terminal device installed at the company to which the person in charge belongs. , is stored in the response history information storage unit 103 or the like.

The analysis unit 101 selects a notification method based on the response subsidiary information. For example, if the response secondary information indicates that the customer is planning to move soon, the analysis unit 101 does not select the print notification even if the conditions for selecting the print notification are satisfied. E-mail notification or message notification is selected based on the response rate and the like. As a result, even if the customer's address changes due to moving, it is possible to switch from a printed notification to an electronic notification to make it easier for the customer to confirm the content of the notification.

Furthermore, the analysis unit 101 selects the notification date and time based on the response subsidiary information. For example, if the response secondary information indicates that the customer plans to go to the insurance company's counter during the daytime tomorrow (weekdays), the analysis unit 101 determines whether the customer is likely to receive a notice that is sent after noon on a weekday as read. However, instead of sending an electronic notification in the early afternoon tomorrow, the notification date and time will be determined in the early afternoon on another weekday. This allows the notification date and time to be changed according to the customer's schedule, making it easier for the customer to confirm the content of the notification.

Furthermore, when sending multiple notifications to the same customer using the same notification method, the analysis unit 101 determines the order of notifications based on response subsidiary information. For example, if the response secondary information indicates that the customer has a child who has not yet entered elementary school, the analysis unit 101 notifies the customer that the insurance has reached maturity and provides instructions for making a foreign currency deposit. The order of notifications will be decided in the following order: first, the notification regarding information on educational endowment insurance, and so on. As a result, even if multiple notifications with similar content, such as notifications for guidance on operations after insurance reaches maturity, customers are interested in the notifications for each type of operation, and Contents can be easily checked.

Furthermore, the analysis unit 101 determines the expression of the notification based on the response subsidiary information. For example, if the response secondary information indicates that the customer is interested in insurance but has no basic knowledge, the analysis unit 101 suppresses the amount of information in bold when the insurance notifies the customer of insurance. Notify using specific expressions. This makes it possible to provide notifications using expressions appropriate to the customer's personality, making it easier for the customer to confirm the content.

Furthermore, in at least one embodiment described above, when deriving the response rate, the number of times of all printed notifications (or electronic notifications) sent to the customer in the past is used as a parameter for the response rate. Explained with an example. However, depending on the content of the notification, there may be cases where it is not necessary to respond. For example, notifications of billed amounts, insurance expiration, etc. are for notification purposes and do not require a response. If such a notification is used to derive a response rate, there is a possibility that the derived response rate will be lower than the actual situation.

For this reason, the analysis unit 101 may exclude notifications that do not require a response from the notifications that serve as a parameter when deriving the response rate. In this case, the analysis unit 101 selects a notification method and stores the determination result of determining whether or not a response is required based on the content of the notification in the response history information storage unit 103 or the like. When deriving the response rate, the analysis unit 101 calculates the parameter of the response rate for each notification sent to the customer in the past based on the determination result of whether the stored response is a necessary notification. Determine whether or not to do so. The analysis unit 101 derives, as a response rate, the number of notifications that actually received a response to the number of notifications determined to be a parameter of the response rate.

In at least one embodiment described above, the case where the open rate for print notifications is not derived is explained as an example, but the open rate for print notifications may be derived using message notifications or the like. In this case, for example, when giving a print notification, a message such as "Have you opened (the print notification)?" is sent to the customer who received the print notification. Then, it is determined whether or not the print notification has been opened, using the reply result from the customer to the message notification. The analysis unit 101 derives the open rate of the print notification using the determination result of whether the print notification has been opened.

In at least one embodiment described above, a case has been described in which either a print notification or an electronic notification is selected, but both a print notification and an electronic notification may be selected. For example, the analysis unit 101 knows that the customer who has selected a print notification is planning to move recently, and the address to which the print notification will be sent cannot be determined. Select both printed and electronic notifications, such as when it is unclear whether the notification will be delivered to the recipient. As a result, even if the address of a customer who has selected a printed notification cannot be determined, by providing both printed and electronic notifications, it is possible to ensure that the customer confirms the content of the notification. .

All or part of the notification method selection device 10 (10A, 10B) in the embodiment described above may be realized by a computer. In that case, a program for realizing this function may be recorded on a computer-readable recording medium, and the program recorded on the recording medium may be read into a computer system and executed. Note that the "computer system" herein includes hardware such as an OS and peripheral devices. Furthermore, the term "computer-readable recording medium" refers to portable media such as flexible disks, magneto-optical disks, ROMs, and CD-ROMs, and storage devices such as hard disks built into computer systems. Furthermore, a "computer-readable recording medium" refers to a storage medium that dynamically stores a program for a short period of time, such as a communication line when transmitting a program via a network such as the Internet or a communication line such as a telephone line. It may also include a device that retains a program for a certain period of time, such as a volatile memory inside a computer system that is a server or client in that case. Further, the above-mentioned program may be one for realizing a part of the above-mentioned functions, or may be one that can realize the above-mentioned functions in combination with a program already recorded in the computer system. It may be realized using a programmable logic device such as an FPGA (Field Programmable Gate Array).

Although the embodiments of the present invention have been described above in detail with reference to the drawings, the specific configuration is not limited to these embodiments, and includes designs within the scope of the gist of the present invention.

DESCRIPTION OF SYMBOLS 1... Notification method selection system, 10... Notification method selection device, 100... Notification request acquisition part, 101... Analysis part, 102... Processing part, 103... Response history information storage part, 20... Printing device, 30... Distribution server

Claims (5)

A notification when informing a customer of information based on the customer's response rate to a printed notice that is a printed notice, or the open rate or response rate of the customer to an electronic notice that is a notice that is an electronic notice. an analysis unit that selects at least one method from the printed notification or the electronic notification;
a processing unit that outputs the selection result by the analysis unit;
Equipped with
The analysis unit derives the response rate of the customer to the print notification based on the presence or absence of a response to the print notification sent to the customer in the past, and calculates the response rate of the customer to the electronic notification based on the response rate of the customer to the print notification in the past. Derivation is based on whether or not there is a response to the electronic notification given to the customer, and the open rate of the customer in the electronic notification is derived based on whether or not the electronic notification given to the customer in the past has been opened. , when the response rate of the electronic notification is lower than the response rate of the printed notification, if the open rate of the electronic notification is equal to or higher than a threshold value, the notification method is set as the electronic notification, and if the open rate of the electronic notification is less than the threshold value, the notification method is set as the electronic notification. shall be the said printed notice;
Notification method selection device. When sending the print notification to the customer, the analysis unit determines the print notification to the customer based on the relationship between the date of the print notification sent to the customer in the past and the customer's response rate to the print notification. determining a notification date on which the printed notification is to be sent, and in the case where multiple notifications are to be sent to the same customer by means of the printed notification, an interval between the dates of each notification, and when the electronic notification is to be sent to the customer; determining a notification date and time to send the electronic notification to the customer based on the relationship between the date and time when the electronic notification was sent to the customer in the past and the customer's open rate or response rate to the electronic notification; and , when sending multiple electronic notifications to the same customer, determining the time interval between each notification;
The processing unit outputs a result of the determination by the analysis unit.
The notification method selection device according to claim 1. When sending the printing notification to the customer, the analysis unit may send the printing notification to the customer based on the relationship between the expression of the description in the printing notification sent to the customer in the past and the response rate of the customer to the printing notification. When determining the expression of the description in the printed notification to be notified and sending the electronic notification to the customer, the expression of the description in the electronic notification sent to the customer in the past and the customer's open rate for the electronic notification. or determining the wording in the electronic notification to be notified to the customer based on the relationship with the response rate;
The processing unit outputs a result of the determination by the analysis unit.
The notification method selection device according to claim 1. A notification method selection method performed by a computer, the method comprising:
The analysis department notifies the customer of information based on the customer's response rate to printed notices, which are notices in printed matter, and the open rate or response rate of the customer to electronic notices, which are notices by electronic means. Select at least one of the printed notification or the electronic notification as the notification method when
a processing unit outputs the selection result by the analysis unit,
The analysis unit derives the response rate of the customer to the print notification based on the presence or absence of a response to the print notification given to the customer in the past, and calculates the response rate of the customer to the electronic notification based on the past response rate of the customer to the print notification. Derived based on the presence or absence of a response to the electronic notification given to the customer, and the open rate of the customer in the electronic notification based on whether the electronic notification given to the customer in the past was opened. If the response rate of the electronic notification is smaller than the response rate of the printed notification, the notification method is set as the electronic notification if the open rate of the electronic notification is equal to or higher than the threshold, and if the open rate of the electronic notification is less than the threshold, the notification method is set as the electronic notification. the notification method is the printed notification;
How to select notification method. A program for causing a computer to operate as the notification method selection device according to any one of claims 1 to 3, the program for causing the computer to function as each section included in the notification method selection device.

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