KR20200111641A - Harmful customer management system and harmful customer management program - Google Patents

Abstract

Provided are a harmful customer management system and a harmful customer management program, which manage malicious claimers and malicious users, who are especially malicious among harmful customers, to take a proper action against the malicious claimers and the malicious users. The harmful customer management system (1) comprises a memory unit (22), an information registration unit (24), an acknowledgment unit (25), and an alert control unit (27). The memory unit (22) memorizes harmful customers, malicious claimers, and malicious users. The acknowledgment unit (25) acknowledges the malicious claimers and the malicious users based on the acts done by harmful customers. The alert control unit (27) displays a malicious claimer alert meaning that a harmful customer is a malicious claimer, or a malicious user alert meaning that a harmful customer is a malicious user.

Description

Harmful Customer Management System and Harmful Customer Management Program {HARMFUL CUSTOMER MANAGEMENT SYSTEM AND HARMFUL CUSTOMER MANAGEMENT PROGRAM}

The present invention relates to a harmful customer management system and a harmful customer management program, and more particularly, to a harmful customer management system and a harmful customer management program that distinguish and manage a malicious claimer and a malicious user among harmful customers.

BACKGROUND ART Conventionally, a claim mediation server system has been known that collects claim data related to complaints or claims about companies or products or services, and mediates claim information between a user terminal and a claim target terminal (for example, Patent Document 1). The claims brokerage server system mediates a person who wants to make a complaint, complaint, claim, request, etc. to a company, product, service, etc., and the person who receives it, and publishes these contents and answers to them. Or aggregate.

In addition, by directly collecting the voices of consumers by means of a claim mediation server system and widely sharing answers to these opinions, it is possible to clarify rumors and misunderstandings as a company and appeal for legitimacy in a state agency.

In addition, in another harmful customer detection system, whether or not the voice of the other party on the call is a harmful customer is judged using a voiceprint (for example, Patent Document 2). In the call center service, since the operator can recognize that the other party is a harmful customer during a call by voiceprint, it is possible to take measures such as warning to harmful customers who hinder the smooth call response service.

Japanese Unexamined Patent Publication No. 2002-318931 Japanese Patent No. 4438014

However, in the claim mediation server system described in Patent Document 1, an answer can be obtained for a method for responding to individual specific claims, but the obtained answer cannot be said to be effective for all harmful customers. A harmful customer as referred to herein is a person who tries to make an unreasonable request by catching a house for a business operator or a person who has a risk of causing damage to the business operator. If harmful customers are left unattended, there is a concern that social credibility may be compromised by encouraging requests, demanding unfair monetary compensation, taking legal action to expose the risk of litigation, or distributing information on the Internet that has compromised credit. .

There are cases in which such a person's countermeasures are made manual for each store, but if a person unfamiliar with responding to a claim is done, it becomes a situation that makes the other person more angry. Therefore, it is desirable if personnel familiar with such a person's response can be allocated, but due to the recent lack of human labor, each business operator has been struggling to respond to harmful customers due to the lack of labor of the person who responds.

In general, a harmful customer who makes a claim at a certain store has a high probability of making a similar claim at a higher level store, and there are many similar cases with respect to the content or request of the claim. Even in the case of responding to the same claim, if there is something that the other party is convinced of, it may start to anger. Therefore, it is desirable to change the response according to the tendency of the claim of the harmful customer and the content requested. However, in the answer described in Patent Literature 1, it was not possible to grasp the characteristic tendency of the harmful customer and the content of the request, so that sufficient response could not be taken.

In addition, in the harmful customer detection system described in Patent Document 2, it was possible to identify harmful customers in the operator's telephone response, but it was difficult to identify harmful customers who visited an actual store. In particular, since the device for determining the castle gate is very expensive, it has been difficult in terms of cost to arrange the device at all actual stores in order to increase the accuracy of the castle gate determination.

In addition, in recent years, due to the development of the Internet network, reservations such as lodging and meal delivery can be made without any burden, and there has been a situation in which the reservation is canceled without any contact. This has caused a lot of damage to the business operator, which has been a problem.

Accordingly, it is an object of the present invention to provide a harmful customer management system and a harmful customer management program capable of taking an appropriate response to malicious claimants and malicious users by managing particularly malicious malicious claimants and malicious users among harmful customers. To do.

In order to solve the above-described problem, the first invention is a harmful customer management system for managing harmful customers who become harmful among customers, including the harmful customers, malicious claimants, which are particularly malicious among the harmful customers, and the harmful customer. An action performed by the harmful customer from a storage unit for storing malicious users who may cause damage among customers, an information registration unit for registering information on the harmful customer, and information on the harmful customer registered by the information registration unit Based on, based on the recognition unit for acknowledging the malicious claimant and the malicious user, and a malicious claimant to the effect that the harmful customer is the malicious claimer based on the recognition that the harmful customer of the authorization unit is the malicious claimr And an alert control unit for displaying an alert, and displaying an alert for a malicious user in the sense that the harmful customer is the malicious user based on the recognition that the harmful customer is the malicious user by the authentication unit. Provides a customer management system.

In a second invention, as the harmful customer management system according to the first invention, further comprising a permission unit that permits recognition of the malicious claimant or the malicious user of the authorization unit, wherein the authorization unit recognizes the malicious claimant by the authorization unit When allowed, the alert control unit displays the malicious claimant alert, and when the permission unit permits the recognition of the malicious user of the authorization unit, the alert control unit displays the malicious user alert. It is characterized.

In a third invention, as the harmful customer management system according to the second invention, personal personal information related to the harmful customer is stored in the storage unit, and in the information registration unit, the permission unit recognizes the malicious claimant of the harmful customer. When allowed, the storage unit stores that the harmful customer is the malicious claimant, and the information registration unit, when the permission unit permits the malicious user recognition of the harmful customer, the harmful customer And a matching unit for performing a personal matching process to memorize that he is the malicious user and to extract the harmful customer to which at least a part of the personal information has been matched, and the recognition unit includes: the harmful customer extracted by the matching processing In the case of the malicious claimant, the extracted harmful customer is recognized as the malicious claimant, and the authentication unit, when the harmful customer extracted by the matching processing is the malicious user, the extracted harmful customer It is characterized by being recognized as the said bad user.

In a fourth invention, as the harmful customer management system according to the third invention, the personal information is stored in the storage unit in correspondence with identification information for identifying a client terminal, and the matching unit includes the identification information of the client terminal. A history matching process is performed to extract the harmful customer to which at least a part of the personal information corresponding to is matched, and when the harmful customer is extracted by the history matching processing, the alert control unit determines that the harmful customer It is characterized by displaying a history alert to the effect that there is a history of responding to.

In a fifth invention, as the harmful customer management system according to the third invention, the matching unit comprises: a first matching process for extracting the harmful customer to which at least a part of the personal information corresponding to the identification information is matched; and the client terminal A second matching process is executed to extract the harmful customer whose at least a part of the personal information corresponding to the identification information different from the identification information of is matched, and the harmful customer extracted by the first matching process is In the case of a claimant, the harmful customer from which the authorization unit is extracted is recognized as the malicious claimant, and the alert control unit recognizes the malicious customer as the malicious claimant who has a history of responding to the malicious customer. When an alert is displayed and the harmful customer extracted by the second matching process is the malicious claimant, the claimant from which the authorization unit is extracted is recognized as the malicious claimant, and the alert controller The harmful customer displays an alert for malicious users corresponding to other companies that is the malicious claimant who has a history of coping with other people, and when the harmful customer extracted by the first matching process is the malicious user, the recognition unit The harmful customer is recognized as the malicious user, and the alert control unit displays an in-house response malicious user alert to the effect that the harmful customer is the malicious user with a corresponding history in the company, and extracted by the second matching processing In the case that the harmful customer is the malicious user, the harmful customer from which the recognition unit is extracted is recognized as the malicious user, and the alert control unit indicates that the harmful customer is the malicious user with a history of coping with other people. It is characterized by displaying an alert for malicious users corresponding to other companies.

In a sixth invention, as the harmful customer management system according to the first or second invention, personal personal information related to the harmful customer is stored in the storage unit, and at least part of the personal information matches the harmful customer. A matching unit that performs a matching process to be extracted, and a frequency calculation unit that calculates the number of corresponding processing by the harmful customer extracted by the matching processing of the matching unit, wherein the authentication unit includes: When the number of times exceeds a predetermined threshold, the harmful customer is recognized as the malicious claimant or the malicious user.

In the seventh invention, a computer for managing a harmful customer who becomes harmful among customers, a malicious claimant that is a particularly malicious claim among the harmful customers, and a malicious claim that may cause damage among the harmful customers. Storing a user, registering information on the harmful customer, and acknowledging the malicious claimant and the malicious user based on an action performed by the harmful customer from the registered information on the harmful customer And, based on the recognition of the malicious claimant, displaying a malicious claimant alert to the effect that the harmful customer is the malicious claimant; and based on the recognition of the malicious user, the harmful customer is the malicious user A harmful customer management program is provided, characterized in that the step of displaying a malicious user alert to the effect of being innocent is executed.

According to the first invention, since the authentication unit recognizes particularly malicious claimants and malicious users among harmful customers, it is possible to distinguish and manage harmful customers from malicious claims and users.

In addition, since the alert control unit displays the malicious claimant alert in the sense that it is a malicious claimant, the user can recognize that there is a possibility of further promoting the claim, and take a response accordingly. In addition, since the alert control unit displays the malicious user alert, the user can recognize that there is a possibility of damage and take a response accordingly.

In addition, since the accreditation unit recognizes malicious claimants and malicious users based on actions performed by harmful customers, the accreditation precision can be improved and the recognition of ordinary harmful customers by mistake can be suppressed. In addition, as the existence of a harmful customer management system that manages malicious claimants and malicious users is widely known, there is a concern that harmful customers will be registered as malicious claimants and malicious users. It is expected to be a deterrent.

According to the second invention, the alert control unit displays the malicious claimant alert by allowing the permission unit to acknowledge the malicious claimant, thereby increasing the accuracy of the recognition of the malicious claimant and reducing the risk of being mistakenly recognized as a malicious claimant. can do. In addition, since the permission unit permits the recognition of the malicious user, the alert control unit displays the malicious user alert, thus increasing the accuracy of the recognition of the malicious user and reducing the risk of accidentally recognizing the malicious user.

According to the third invention, since the matching unit determines whether or not it has been recognized as a malicious claimant or a malicious user by the recognition unit in the past, while increasing the accuracy of recognition of malicious claimants and malicious users, it is possible to misrepresent ordinary harmful customers. It is possible to suppress recognition as a malicious claimant and a malicious user. In addition, since the matching unit performs individual matching processing based on personal information, it is possible to increase the accuracy of matching with past malicious claimants or malicious users registered as harmful customers to be judged.

According to the fourth invention, since a history alert that has been recognized as a harmful customer in the past by matching processing is displayed, the user can recognize that the harmful customer is a person of interest who has been recognized as a harmful customer in the past.

According to the fifth invention, since the first matching process displays the company's corresponding malicious claimant alert that has been recognized as a malicious claimant in the past, the user is a person of interest in which a harmful customer has been recognized as a malicious claimant in the past. It can be recognized as being. In addition, since the second matching process displays an alert for malicious claims against other companies that have been recognized as malicious claims by other companies in the past, at this time, even harmful customers with few problems are making claims of malicious content from other companies. It can be recognized as a person of interest.

In addition, since the first matching processing displays an alert for a company-corresponding bad user who has been recognized as a bad user in the past, the user can recognize that the harmful customer is a person of interest who has been recognized as a bad user in the past. In addition, since the second matching process displays a malicious user alert for a third party that has been recognized as a malicious user by a third party in the past, at this point, even a harmful customer with a small number of problems can be recognized as a person of interest who has harmed other companies.

According to the sixth invention, since the accreditation unit recognizes a harmful customer as a malicious claimant or a malicious user when the calculated value of the frequency calculation unit exceeds the threshold value, the accreditation accuracy can be improved. For example, if an act performed by a harmful customer is normal, even if it is not recognized as a malicious claimant or a malicious user, a case of frequently making claims to related stores nationwide is recognized as a malicious claimant or a malicious user. In addition, since the accreditation unit recognizes the malicious claimant or the malicious user based on the calculation result of the frequency calculation unit, the malicious claimant is automatically recognized, unlike the case where the user selects an option to acknowledge the malicious claim, thereby reducing the work burden. I can make it.

According to the seventh invention, since malicious claimants and malicious users who are particularly malicious among harmful customers are recognized, it is possible to distinguish and manage harmful customers from malicious claims and users. In addition, since the malicious claimant alert to the effect of the malicious claimant is displayed, the user can recognize that there is a possibility of encouraging a claim, and take a response accordingly. In addition, since the malicious user alert indicating that he is a malicious user is displayed, the user can recognize that there is a possibility that damage may occur, and take a response accordingly.

Advantageous Effects of Invention According to the present invention, it is possible to provide a harmful customer management system and a harmful customer management program capable of taking appropriate responses to malicious claimants and malicious users by managing particularly malicious malicious claimants and malicious users among harmful customers.

1 is an overall configuration diagram of a harmful customer management system according to a first embodiment of the present invention.
2 is a block diagram of a management server, a client terminal, and an operation terminal of the harmful customer management system according to the first embodiment of the present invention.
3 is a flowchart of registration of harmful customers in the harmful customer management system according to the first embodiment of the present invention.
Fig. 4 is a registration screen of a harmful customer displayed on a display of a client terminal of the harmful customer management system according to the first embodiment of the present invention.
Fig. 5 is a point table stored in a storage unit of the management server of the harmful customer management system according to the first embodiment of the present invention.
Fig. 6 is a matching table stored in a storage unit of the management server of the harmful customer management system according to the first embodiment of the present invention.
7 is a display flowchart of a home screen displayed on a display of a client terminal of the harmful customer management system according to the first embodiment of the present invention.
Fig. 8 is a home screen displayed on the display of the client terminal of the harmful customer management system according to the first embodiment of the present invention.
9 is a flowchart of operation of the home screen of the harmful customer management system according to the first embodiment of the present invention.
Fig. 10 is a first pop-up screen of harmful customer information displayed on the display of the client terminal of the harmful customer management system according to the first embodiment of the present invention.
Fig. 11 is a second pop-up screen of malicious claimant information displayed on the display of the client terminal of the harmful customer management system according to the first embodiment of the present invention.
Fig. 12 is a third pop-up screen of malicious claimant information displayed on the display of the client terminal of the harmful customer management system according to the first embodiment of the present invention.
Fig. 13 is an agenda detail screen displayed on the display of the client terminal of the harmful customer management system according to the first embodiment of the present invention.
14 is a flowchart when requesting a response or consultation by the harmful customer management system according to the first embodiment of the present invention.
15 is an overall configuration diagram of a harmful customer management system according to a second embodiment of the present invention.
Fig. 16 is a flowchart of registration of harmful customers in the harmful customer management system according to the second embodiment of the present invention.
17 is an overall configuration diagram of a harmful customer management system according to a third embodiment of the present invention.
18 is a flowchart of registration of harmful customers in the harmful customer management system according to the third embodiment of the present invention.

A harmful customer management system 1 according to a first embodiment of the present invention will be described with reference to FIGS. 1 to 14. The harmful customer management system 1 manages, as a harmful customer, a customer of a business operator or a user who may be harmful to the operation of a business. Among harmful customers, a person who has a coercive attitude toward a store clerk or a company employee is managed as a malicious claimant, and a person who is likely to damage the business is managed as a malicious user. For example, a malicious claimant refers to a person who loudly coerces or requests money, and a malicious user refers to a person who cancels a large amount of orders or reservations without permission. In addition, the harmful customer is not limited to the customer in the business, but also includes a user or employee in a state before becoming a customer.

As shown in FIG. 1, the harmful customer management system 1 includes a management server 2, a client terminal 3, an operation terminal 4, a billing server 5, a lawyer terminal 6, and , Are connected to enable bidirectional communication through the network 1A. The harmful customer management system 1 is a system that manages harmful customers by displaying and operating applications installed in the management server 2 with the client terminal 3, the operation terminal 4, and the lawyer terminal 6 . The application installed in the management server 2 may be a web application that can be accessed through a browser, and through a specific application installed in the client terminal 3, the operation terminal 4, and the lawyer terminal 6, the management server ( You may access 2). The operation terminal 4 is a terminal managed by A company who operates the harmful customer management system 1, and the lawyer terminal 6 is a terminal operated by an external lawyer. The client terminal 3, the operation terminal 4, and the lawyer terminal 6 are computers.

As shown in Fig. 2, the management server 2 has a control unit 21, a storage unit 22, and a communication unit 23 that communicates with the network 1A. The control unit 21 has an information registration unit 24, an authentication unit 25, a matching unit 26, an alert control unit 27, a request unit 19, and a reading permission unit 20. have. The control unit 21 is a CPU (Central Processing Unit) and deploys various applications stored in the storage unit 22. The information registration unit 24 registers information on harmful customers in the storage unit 22. The authorization unit 25 recognizes a harmful customer with particularly high maliciousness among harmful customers as a malicious claimant, and recognizes a person who may cause damage to a business operator as a malicious user.

The matching unit 26 performs matching among harmful customers who are likely to be the same person among the harmful customers stored in the storage unit 22. The alert control unit 27 displays an alert regarding a harmful customer on the client terminal 3. The request unit 19 makes a request for correspondence of an item from the client terminal 3 to the operation terminal 4 or the lawyer terminal 6. The browsing permission unit 20 allows the attorney terminal 6 to which the request unit 19 has requested a response, to view the information on the harmful customer stored in the storage unit 22.

The storage unit 22 is composed of a hard disk drive (HDD), a read only memory (ROM), and a random access memory (RAM), and includes a harmful customer database (DB) 28, a point table 29, and , Has a matching table (30). The HDD stores various applications and various data required for management of harmful customers. RAM is used as a volatile memory as a working area for a program, and ROM is used as a nonvolatile memory as a storage area for a program. Harmful customer DB 28 is a DB regarding information on harmful customers, personal personal information such as address, name, and phone number (28A), claim information 28B such as the date and place of claim occurrence, and harmful customers Correspondence information 28C which recorded the correspondence of the department is provided. The harmful customer DB 28 associates and stores personal information 28A, claim information 28B, and correspondence information 28C with identification information required for the client terminal 3 to log in.

The client terminal 3 can refer to the harmful customer DB 28 registered with the identification number at the time of login, but the information on the harmful customer registered with the identification number of a third party is subject to certain restrictions on viewing, allowing viewing. You cannot refer to it unless you obtain permission from the part 20. The operation terminal 4 can refer to all information about the harmful customer DB 28. The attorney terminal 6 logs in to the harmful customer management system 1 with pre-given identification information, but personal information 28A, claim information 28B, and response information unless permission is obtained from the viewing permission unit 20. (28C) cannot be referenced. In addition, the operation terminal 4 may be able to view only a part of the harmful customer DB 28.

The client terminal 3 is a computer and has a control unit 31, a display 32, a storage unit 33, an operation unit 34, and a communication unit 35. The control unit 31 is a CUP and controls the entire client terminal 3. The display 32 is an LCD (Liquid Crystal Display) or an organic EL display, and displays information obtained from the management server 2 via the network 1A. The operation unit 34 is an input interface for a user who uses the client terminal 3 to input an operation, and is composed of a pointing device such as a mouse, a keyboard, and a touch panel.

The operation terminal 4 is a computer, and has a control unit 41, a display 42, a storage unit 43, an operation unit 44, and a communication unit 45. The control unit 41, as a CUP, has a permission unit 46 that permits the recognition of malicious claimants and malicious users of the authorization unit 25. The display 42 is an LCD (Liquid Crystal Display) or an organic EL display, and displays information obtained from the management server 2 via the network 1A. The operation unit 44 is an input interface for a user using the operation terminal 4 to input an operation, and is composed of a pointing device such as a mouse, a keyboard, and a touch panel.

[Registration of agenda]

The user of the client terminal 3 inputs identification information and password provided in advance, and logs in to the harmful customer management system 1. All of the information on harmful customers stored in the storage unit 22 is stored in association with identification information.

With reference to Figs. 3 to 6, registration of an agenda will be described. In the client terminal 3, when the application is started and the item registration button is pressed, the registration screen 7 in Fig. 4 is displayed on the display 32. The registration screen 7 includes a claim information input unit 71, a personal information input unit 72, a search button 73, an existing pop-up 74, and a registration button 75.

In the claim information input unit 71, claim information 28B such as the date and time and location of the claim, and the person responding to the claim are input. In the personal information input unit 72, personal information 28A such as a telephone number, name, address, date of birth, mail address, and type of harmful customer, which are personal information of harmful customers, is input. The harmful customer type is usually roughly classified into three of a claim, a malicious claim, and a malicious act. Bad claims are categorized as excessive demand, violent remarks, threats, and others. Excessive demand includes, for example, a request for money, a request for an article, a force to fall on the ground, a request in writing [one writing], a request for dismissal from an employee, and the like. Violent remarks include don't be funny, be clear, don't belittle. Threats include previews of the spread of the net, reports to the supervisory office, previews of recordings and recordings, and things that are unknown no matter what. Examples of bad behavior include unauthorized cancellation, poor attitude, poor quality of use (how to use), bitter terrorism, and malicious use (confirmed offender). All of these are specific actions performed by harmful customers to employees of business operators.

When the user of the client terminal 3 re-registers the harmful customer registered in the past, since personal information 28A of the harmful customer is already stored in the storage unit 22, the existing harmful customer is searched. When the search button 73 is pressed by the operation unit 34 (Fig. 3, S1: YES), a harmful customer search screen not shown as a pop-up is displayed (S2). When a search is executed by entering information identified in the harmful customer search screen, such as the name or address of a harmful customer, the matching unit 26 matches the search condition entered among the harmful customers registered in the harmful customer DB 28. A list of customers is displayed on the display 32. At this time, the harmful customers shown in the table are harmful customers related to the user's identification information, and harmful customers registered with other identification information are not displayed. In other words, among the harmful customers registered by the user's identification information, harmful customers matching the search conditions are displayed as a list.

The matching unit 26 performs matching processing between personal information 28A of the harmful customer DB 28 corresponding to the identification information of the client terminal 3. The matching processing performed by the matching unit 26 is a processing for extracting from the harmful customer DB 28 a harmful customer whose at least part of the personal information 28A is matched. Specifically, as shown in the matching table 30 of Fig. 6, the matching unit 26 calculates the matching rate according to the partially matched information among the personal information 28A, and the matching rate is 70% or more. It is determined that the harmful customers are matching and extracted as a list. For example, the matching unit 26 determines that the matching rate is 100% when the name and mobile number of the Chinese characters match, and extracts harmful customers, and determines that the matching rate is 60% when only the name of Furigana matches. Do not extract harmful customers. This matching process corresponds to the personal matching process of the present invention.

The user selects a harmful customer for registration from the list (S3), and replaces the information of the personal information input unit 72 with the selected information (S4).

If the registered harmful customer is not an existing harmful customer (S1: NO), the user inputs information into the operation unit 34, the claim information input unit 71, and the personal information input unit 72 (S5). Even in the middle of inputting information of harmful customers to the personal information input unit 72, when the matching unit 26 determines that a harmful customer that partially matches the inputted information is registered, the existing pop-up 74 is displayed. The number of candidates for existing harmful customers is displayed in real time. In this case, the harmful customers who become candidates are harmful customers related to the user's identification information, and harmful customers registered with other identification information are not applicable. As described above, the matching unit 26 extracts candidates of existing harmful customers based on the matching table 30.

When the existing pop-up 74 is pressed (S6: YES), a list of candidates of harmful customers matching the input information is displayed (S3). The user selects a harmful customer for registration from a list of candidates (S3), and replaces the information of the personal information input unit 72 with the selected information (S4).

When the existing pop-up 74 is not pressed or when the number of candidates is 0 (S6: NO), the user inputs the personal information input unit 72 and presses the registration button 75 (S7: YES). The authorization unit 25 determines whether the harmful customer is a malicious claimant based on the information input to the harmful customer type of the personal information input unit 72 (S8). Specifically, as shown in the point table 29 of Fig. 5A, points serving as a criterion to be set as malicious claimants are set for each selection of a harmful customer type. When the sum of the points of the selected type is equal to or greater than a predetermined threshold value, for example, 10 (S8: YES), the authorization unit 25 recognizes that it is a malicious claimant and sets a flag (S9).

As in S8, the authentication unit 25 recognizes the malicious claimant based on the behavior performed by the harmful customer, and also recognizes the malicious claimant based on the matching process of the matching unit 26 (S8). Specifically, the matching unit 26 refers to the harmful customer DB 28, collates the personal information 28A of all harmful customers, and checks which harmful customers are registered and at what frequency. When the authentication unit 25 has been registered as a harmful customer more than a predetermined number of times (S8: YES), it recognizes as a malicious claimant or a malicious user and sets a flag (S9). In this embodiment, when the same harmful customer has been registered three or more times, the authentication unit 25 recognizes the inputted harmful customer as a malicious claimant or a malicious user. The number of times for the authorization unit 25 to judge as a malicious claimant or a malicious user can be set to an arbitrary value. The calculation process of the frequency of the same harmful customer corresponds to the frequency calculation unit of the present invention.

The authentication unit 25 recognizes the malicious claimant based on the behavior performed by the harmful customer, and also recognizes the malicious claimant based on the matching processing of the matching unit 26 (S8). Specifically, the matching unit 26 refers to the harmful customer DB 28, collates the personal information 28A of all harmful customers, and displays the point table 29 when harmful customers have been registered in the past. Add up the points. When the point is set to a predetermined threshold value, for example, 20 or more (S8: YES), the information registration unit 24 recognizes the entered harmful customer as a malicious claimant and sets a flag ( S9).

The control unit 21 judges whether the harmful customer is a bad user based on the information input to the harmful customer type of the personal information input unit 72 (S10). Specifically, as shown in the point table 29 in Fig. 5B, points are set as criteria for setting as bad users for each choice of harmful customer type, and the sum of the points of the selected type is predetermined. When the threshold value of, for example, 10 or more, the authentication unit 25 recognizes that the registered harmful customer is a bad user (S10: YES). When the recognition unit 25 recognizes that the user is a bad user, it sets a flag that is a bad user (S11).

As in S10, the authentication unit 25 recognizes the malicious user based on the behavior performed by the harmful customer, and also recognizes the malicious user based on the matching processing of the matching unit 26 (S10). Specifically, the matching unit 26 refers to the harmful customer DB 28, collates the personal information 28A of all harmful customers, and displays the point table 29 when harmful customers have been registered in the past. Add up the points. When the point becomes a predetermined threshold value, for example, 20 or more (S10: YES), the authentication unit 25 recognizes the inputted harmful customer as a bad user and sets a flag (S11). The information registration unit 24 sets a flag of a malicious claimant when the authorization unit 25 recognizes it as a malicious claimant (S8: YES), stores harmful customers in the harmful customer DB 28, and stores the authorization unit 25 In the case where is recognized as a bad user (S10: YES), a flag of the bad user is set and the harmful customer is stored in the harmful customer DB 28 (S12).

When the information registration unit 24 sets a flag as a malicious claimant and stores the harmful customer in the harmful customer DB 28, a predetermined notification is sent to the operation terminal 4. Thereby, when the operation terminal 4 logs in to the harmful customer management system 1, it is learned that the malicious claimant is newly stored in the harmful customer DB 28. In the operation terminal 4, the system operator manipulates the operation unit 44 to allow the permission unit 46 to store the harmful customer as a malicious claimant. The information registration unit 24 stores harmful customers allowed by the permission unit 46 of the operation terminal 4 in the harmful customer DB 28 as malicious claimants. In addition, without the permission of the operation terminal 4, it may be stored in the harmful customer DB 28 as a bad claimant by the authorization of the authorization unit 25.

When the information registration unit 24 flags the harmful customer as a malicious user and stores it in the harmful customer DB 28, a predetermined notification is sent to the operation terminal 4. Thereby, when the operation terminal 4 logs in to the harmful customer management system 1, it is learned that a new malicious user is stored in the harmful customer DB 28. In the operation terminal 4, the system operator operates the operation unit 44 to allow the permission unit 46 to store the harmful customer as a bad user. The information registration unit 24 stores, in the harmful customer DB 28, a harmful customer of a malicious user who is allowed by the permission unit 46 of the operation terminal 4 as a malicious user. In addition, it may be stored as a bad user in the harmful customer DB 28 by the authorization of the authorization unit 25 without the permission of the operation terminal 4.

[Display on the home screen]

Next, the display of the home screen 8 displayed when the user logs in to the harmful customer management system 1 with the client terminal 3 will be described with reference to FIGS. 7 and 8. As shown in Fig. 8, the home screen 8 includes a progress agenda display unit 81, a first alert display unit 82, a second alert display unit 83, and a third alert display unit 84. Wow, it has an activity display unit 87, a message display unit 88 that has not yet been read, and a notification 88A. In the notification 88A, the operation terminal 4 displays notifications to all the client terminals 3. For example, when registration by a specific harmful customer in a specific area is performed in a short period of time, attention is paid.

7 is a flowchart when the control unit 21 displays the home screen 8 on the display 32. The control unit 21 reads an ongoing agenda corresponding to the identification information of the client terminal 3 (Figs. 7 and S13). In the case of a harmful customer who is permitted to be a malicious claimant by the permission unit 46 of the operating terminal 4 among the items that the control unit 21 determines to be an ongoing agenda (S14: YES), the alert control unit 27 ) Displays the malicious claimant alert 82A on the first alert display unit 82 (S15). As shown in Fig. 8, in the item A displayed on the progress item display unit 81, a malicious claimant alert 82A indicated as "there is a possibility of a malicious claimant" is displayed.

Among the items that the control unit 21 determines to be an ongoing agenda, if the permission unit 46 is a harmful customer that has not been allowed as a malicious claimant (S14: NO), the permission unit 46 of the operation terminal 4 It is determined whether it is a harmful customer permitted as a bad user (S16). In the case of a harmful customer permitted by the permission unit 46 to be a malicious user (S16: YES), the alert control unit 27 displays the malicious user alert 83A on the second alert display unit 83. (S17). As shown in FIG. 8, in the agendas A and C displayed on the progress agenda display unit 81, the bad user alert 83A marked "There is a possibility of a bad user" is displayed.

The control unit 21 determines whether the matching unit 26 has registered the harmful customer in the past in the company (S18). Specifically, among the harmful customers registered in the harmful customer DB 28, among harmful customers related to the identification information of the client terminal 3, it is determined whether or not there are harmful customers with a matching rate of personal information 28A of 70% or more. do. This processing corresponds to the history matching processing of the present invention. The history matching processing performed by the matching unit 26 is substantially the same as the matching processing using the matching table 30 of FIG. 6 described above.

When the matching unit 26 determines that a harmful customer having a matching rate of 70% or more exists in the harmful customer DB 28 (S18: YES), the alert control unit 27 displays the third alert display unit 84 ), a history alert 84A indicated as "there is company correspondence history" is displayed (S19). The history alert 84A means that this harmful customer has been registered as a harmful customer in the company in the past. As shown in Fig. 8, in the item B, a history alert 84A is displayed. Although displayed as an alert different from the malicious claimr alert 82A, the malicious user alert 83A, and the history alert 84A, the alert is not limited thereto, and the same alert may be used.

The control unit 21 displays the currently ongoing agenda on the progress agenda display unit 81 together with various alerts (S20). In addition, a recent activity is displayed on the activity display unit 87 (S21), an unread message is displayed on the message display unit 88 that have not yet been read (S22), and a notification 88A is displayed.

[Selection of alert]

Fig. 9 to Fig. 12 show the flow when the malicious claimant alert 82A, the malicious user alert 83A, or the history alert 84A displayed on the home screen 8 shown in Fig. 8 is selected. It will be described with reference.

When 82A of malicious claims alert is selected (S23: YES), the first pop-up screen 9 shown in Fig. 10 is displayed on the display 32 (S24). The first pop-up screen 9 has a personal information display unit 91, a detailed display unit 92, and a button 93 to close. In the personal information display unit 91, information about the name, sex, age, telephone number, and address of the selected malicious claimant is displayed. On the detailed display unit 92, detailed information of the malicious claimant, for example, a harmful customer type or past claim information 28B is displayed. By pressing the closing button 93, the first pop-up screen 9 is closed.

When the bad user alert 83A is selected (S25: YES), the second pop-up screen 10 in Fig. 11 is displayed on the display 32 (S26). The second pop-up screen 10 includes a personal information display unit 101, a detailed display unit 102, and a button 103 to close. The second pop-up screen 10 is substantially the same as the first pop-up screen 9.

When the history alert 84A is selected (S27: YES), the third pop-up screen 11 of FIG. 12 is displayed on the display 32 (S26). The third pop-up screen 11 has a personal information display unit 111, a detailed display unit 112, and a button 113 to close. The third pop-up screen 11 is substantially the same as the first pop-up screen 9 and the second pop-up screen 10.

[Claim Response Request]

Next, a case where the client terminal 3 requests a company A or a lawyer to respond will be described with reference to FIGS. 13 and 14. FIG. 13 is an agenda detail screen 12 displayed when an item A displayed on the progress item display unit 81 of FIG. 8 is selected. Components that are the same as those of other screens are denoted by the same reference numerals and descriptions thereof are omitted.

The agenda detail screen 12 includes a company consultation button 85, a company request button 89, a lawyer consultation button 86, a lawyer correspondence button 90, a claim information display unit 121, and personal information. A display unit 122, an edit button 123, a status change button 124, a correspondence information display unit 125, a message input field 126, and a transmission button 127 are provided. The company request button 89 is a button for requesting company A to respond to a claim, and will be described in detail later. Claim information 28B is displayed on the claim information display unit 121, and has an alert display unit 121A. The alert control unit 27 includes a company-response malicious claimant alert 82B, a company-response malicious claimant alert 82C, a company-response malicious user alert 83B, or a company-response malicious user alert. (83C) is displayed on the alert display unit 121A. Similar to the home screen 8, when the company's corresponding malicious claimant alert 82B or the other company's corresponding malicious claimant alert 82C is pressed, the first pop-up screen 9 is displayed. However, when the malicious claimant alert 82C corresponding to other companies is pressed, at least part of the information is displayed in a bowed state. The second pop-up screen 10 is displayed when the company's corresponding bad user alert 83B or the other company's corresponding bad user alert 83C is pressed. However, when the malicious user alert 83C corresponding to other companies is pressed, at least part of the information is displayed in a bowed state.

In the company's corresponding malicious claimant alert 82B, the matching rate with the malicious claimant registered as the identification information of the client terminal 3 in the past by the matching unit 26 by the matching processing based on FIG. 6 is 70% or more. Is displayed when In other words, the harmful customer for which the company-response malicious claimant alert 82B is displayed is a malicious claimant that may have responded to the past by the company. The matching processing of this matching unit 26 corresponds to the first matching processing. In the malicious claimant alert 82C corresponding to other companies, the matching rate with the malicious claimant registered as identification information other than the client terminal 3 in the past by the matching unit 26 by the matching processing based on FIG. 6 is 70% or more. It is displayed in the case of In other words, a harmful customer displayed with the malicious claimant alert 82C corresponding to other companies is a malicious claimant that may have been responded to by other companies in the past. The matching processing of this matching unit 26 corresponds to the second matching processing.

The company's corresponding bad user alert 83B is when the matching rate with the bad user registered as the identification information of the client terminal 3 in the past is 70% or more by the matching unit 26 by the matching processing based on FIG. Is shown in. In other words, a harmful customer on which the company's corresponding malicious user alert 83B is displayed is a malicious user whose company has responded to the past. The matching processing of this matching unit 26 corresponds to the first matching processing. In the case of the malicious user alert 83C corresponding to other companies, the matching rate with the malicious user registered as identification information other than the client terminal 3 in the past by the matching processing based on FIG. 6 by the matching unit 26 is 70% or more. Shown in case. In other words, a harmful customer on which the malicious user alert 83C corresponding to a third party is displayed is a malicious user who may have responded to the past by a third party. The matching processing of this matching unit 26 corresponds to the second matching processing.

Personal information 28A of harmful customers is displayed on the personal information display unit 122. The information to be displayed is not limited to this, and a harmful customer type, date of birth, and the like may be displayed. The edit button 123 is a button for editing the information of the agenda A, and the status change button 124 is a button for changing the status of the agenda A. The response information display unit 125 displays response information 28C, which is a history of responses to harmful customers, and displays messages and attachments received from company A, activity history of company A, and the like in response information 28C. .

A message can be transmitted to Company A by inputting a message into the message input field 126 by the operation unit 34 of the client terminal 3 and pressing the send button 127.

Next, with reference to FIG. 14, a flow when a request for consultation and response of a harmful customer is made will be described. Consultation and response requests from harmful customers are performed for each item on the item detail screen 12.

In the storage unit 22, identification information of the client terminal 3 and a billing plan are associated and stored. Depending on the billing plan, whether or not the company consultation button 85, the lawyer consultation button 86, the company request button 89, and the lawyer response button 90 can be pressed is determined. The change of the plan is executed through the billing server 5 which stores information on payment of the client terminal 3.

When the company consultation button 85 or the company request button 89 is pressed (S31: YES), the request unit 19 transmits a message for requesting a response to the operation terminal 4 (S32). Since the operation terminal 4 has the authority to read all of the harmful customer DB 28, the contents of the agenda can be viewed.

When the lawyer consultation button 86 or the lawyer response button 90 is pressed (S33: YES), the request unit 19 transmits a message for requesting a response to the lawyer terminal 6. If a response is allowed according to the lawyer terminal 6, the reading permission unit 20 allows the reading of the agenda detail screen 12 of the agenda for which the request was pressed to the lawyer terminal 6. At the same time, message communication in the correspondence information display unit 125 becomes possible. The communication history of the message is recorded as correspondence information 28C, and displayed on the correspondence information display unit 125.

The control unit 21 determines whether or not the request item is a malicious claimant, in other words, whether or not an item on which the malicious claimant alert 82A is displayed (S35). In the case of a malicious claimant (S35: YES), the reading permission unit 20 allows the lawyer terminal 6 to view all past agendas related to the malicious claimant.

The control unit 21 determines whether or not the request item is a bad user, in other words, whether or not the item on which the bad user alert 83A is displayed (S37). In the case of a bad user (S37: YES), the reading permission unit 20 allows the lawyer terminal 6 to view all past items related to the bad user.

According to such a configuration, since the recognition unit 25 recognizes particularly malicious claimants and malicious users among harmful customers, it is possible to distinguish and manage harmful customers from malicious claims and users.

In addition, since the alert control unit 27 displays the malicious claimant alert 82A that is a malicious claimant on the display 32, the user can recognize that there is a possibility to promote a claim, and respond accordingly. Can take. In addition, since the alert control unit 27 displays the malicious user alert 83A on the display 32, the user can recognize that there is a possibility of damage and take a response accordingly.

In addition, since the authentication unit 25 recognizes malicious claimants and malicious users based on the actions performed by harmful customers, it is possible to increase the accuracy of recognition and suppress the false recognition of ordinary harmful customers. In addition, as the existence of a harmful customer management system (1) that manages malicious claimants and malicious users is widely known, there will be concerns that harmful customers will be registered as malicious claims and users. It is expected to be a deterrent.

According to such a configuration, since the permission unit 46 allows the recognition of the malicious claimant, the alert control unit 27 displays the malicious claimant alert 82A, thereby increasing the accuracy of the recognition of the malicious claimant and As a result, the risk of being recognized as a malicious claimant can be reduced. In addition, since the permission unit 46 allows the recognition of the malicious user, the alert control unit 27 displays the malicious user alert 83A, so that the accuracy of the recognition of the malicious user is increased, and at the same time, it is mistakenly recognized as a malicious user. Risk can be reduced.

According to such a configuration, since the matching unit 26 judges whether or not it has been recognized as a malicious claimant or a malicious user by the recognition unit in the past, while increasing the accuracy of recognition of malicious claimants and malicious users, It is possible to suppress recognition of customers as malicious claimants and malicious users by mistake. In addition, since the matching unit 26 performs matching processing based on the personal information 28A, it is possible to increase the accuracy of matching with past malicious claimants or malicious users registered as harmful customers to be judged.

According to such a configuration, the history alert 84A, which has been recognized as a malicious claimant in the past by matching processing, is displayed on the display 32, so that the user is not aware that the harmful customer has been recognized as a harmful customer in the past. It can be recognized as a person of interest.

According to such a configuration, the accreditation unit 25 recognizes a harmful customer as a malicious claimant or a malicious user when the calculated value of the frequency calculation unit exceeds the threshold value, so that the accreditation accuracy can be improved. For example, if an act performed by a harmful customer is normal, even if it is not recognized as a malicious claimant or a malicious user, a case of frequently making claims to related stores nationwide is recognized as a malicious claimant or a malicious user. In addition, since the accreditation unit 25 recognizes the malicious claimant or the malicious user based on the calculation result of the frequency calculation unit, the malicious claimant is automatically recognized, unlike the case where the user selects an option to acknowledge the malicious claim, It can reduce the work burden.

According to this configuration, since the company's countermeasures malicious claimant alert 82B, which has been recognized as a malicious claimant in the past, is displayed, the user recognizes that the harmful customer is a person of interest who has been recognized as a malicious claimant in the past. can do. In addition, since the second matching process displays a third-party malicious claimant alert that has been recognized as a malicious claim by another company in the past, at this point, even a harmful customer with a small number of problems is making a claim of malicious content from other companies. It can be recognized as a person.

According to this configuration, since the company's countermeasures malicious claimant alert 82B, which has been recognized as a malicious claimant in the past, is displayed, the user recognizes that the harmful customer is a person of interest who has been recognized as a malicious claimant in the past. can do. In addition, since the malicious claimant alert (82C) for other companies that has been recognized as malicious claimants by other companies in the past is displayed, even a harmful customer with few problems at the moment is a person of interest who is making a claim of malicious content from other companies. It can be recognized as.

Further, since the company-response malicious user alert 83B, which has been recognized as a malicious user in the past, is displayed, the user can recognize that the harmful customer is a person of interest who has been recognized as a malicious user in the past. In addition, since the malicious user alert 83C corresponding to the other company, which has been recognized as a malicious user by other companies in the past, is displayed, at the present time, even a harmful customer with little problems can be recognized as a person of interest who caused damage to the other company.

[Second Embodiment]

Next, a second embodiment of the present invention will be described with reference to FIGS. 15 and 16. The same components as those in the first embodiment are denoted by the same reference numerals and description thereof is omitted. In the harmful customer management system 201 of the second embodiment, the voiceprint of the voice recorded by the telephone 210 is matched to recognize a bad claim.

The harmful customer management system 201 is connected to enable bidirectional communication via the management server 2, the client terminal 203, and the provisional network 1A. The client terminal 203 has a control unit 231, a display 32, a storage unit 33, an operation unit 34, and a communication unit 35. The control unit 231 includes a voiceprint recognition unit 232 and a character recognition unit 233. The voiceprint recognition unit 232 determines whether two voiceprints belong to the same person as a known voiceprint recognition means. The character recognition unit 233 generates character information from voice data.

To the client terminal 203, a telephone 210 including a communication unit 211 is connected, and the control unit 231 automatically stores the voice data of the phone call to the telephone 210 in the storage unit 33. have.

[Registration of Harmful Customers]

When the client terminal 203 and the user register an existing harmful customer, after searching for an existing harmful customer and replacing information (S1 to S4), the voice data stored in the storage unit 33 is selected and additionally registered ( S201: YES, S202).

Even when the personal information 28A of the harmful customer is manually input (S5), voice data of the harmful customer is selected (S203: YES, S204) and registered (S7: YES). When determining whether the authorization unit 25 is a malicious claimant, in addition to the authorization based on the point table 29 as described above, the voiceprint of the voice data of the malicious claimant stored in the harmful customer DB 28 And, the voiceprint of the voice data registered in S201 or S203 is collated, and it is determined whether or not the person is the same person (S8). The recognition unit 25, whether the number of points based on the point table 29 of Fig. 5(a) is 10 or more, the number of registrations of the same harmful customer is 3 or more, or the past bad claimants and voiceprints match. Or, if the character string recognized by the text recognition unit 233 from the voice of the phone contains a specific character, the information registration unit 24 sets a flag that the harmful customer is a malicious claimant, and the harmful customer DB 28 I remember to (S12). Here, the specific character string includes, for example, a word that sells a counterpart to the telephone or a word that threatens. Also about the recognition of a bad user, it is judged by a method roughly the same as that of a bad player.

According to such a configuration, since a bad claimant or a bad user is recognized by the voiceprint of an incoming call, for example, it is very bad that no contact can be made without visiting the store by making a reservation for an adult number at a restaurant store. By specifying this high person as a bad user, it is possible to suppress the same damages at different stores. In addition, as the harmful customer management system 201 based on such voiceprint authentication is widely known, there is a concern that harmful customers will be registered as malicious users, so it is expected to be a deterrent to the occurrence of malicious use.

[Third Embodiment]

Next, a harmful customer management system 301 according to a third embodiment will be described with reference to FIGS. 17 and 18. The same reference numerals are assigned to the same configurations as those of the above-described embodiment, and description thereof is omitted. In the harmful customer management system 301 according to the third embodiment, malicious claimants and malicious users are recognized by analyzing a photographed image of a security camera 310 installed in a facility or store of a business operator.

The harmful customer management system 301 is connected to enable bidirectional communication via the management server 2, the client terminal 303, and the temporary network 1A. The client terminal 303 has a control unit 331, a display 32, a storage unit 33, an operation unit 34, and a communication unit 35. The control unit 331 has an image recognition unit 332. The image recognition unit 332 determines whether two images are the same person as known image recognition means.

In the client terminal 303, a security camera 310 having a photographing unit 311 is connected through a network 1A, and the control unit 331 stores an image captured by the security camera 310. ) Automatically remembered.

[Registration of Harmful Customers]

When the client terminal 303 and the user register an existing harmful customer, after searching for the existing harmful customer and replacing the information (S1 to S4), the face image data of the harmful customer stored in the memory unit 33 is selected. Additional registration is performed (S301: YES, S302).

Even when personal information 28A of harmful customers is manually input (S5), face image data of harmful customers is selected (S303: YES, S304) and registered (S7: YES). When determining whether the authorization unit 25 is a malicious claimant, in addition to the authorization based on the point table 29 of Fig. 5A, as described above, the malicious customer DB 28 The face image data of the claimr and the face image data registered in S201 or S203 are matched to determine whether or not they are the same person (S8). The authorization unit 25 is determined whether the number of points based on the point table 29 of Fig. 5A is 10 or more, the number of registrations of the same harmful customer is 3 or more, or a face image of a bad claimant in the past If it is determined that it is the same person as, the information registration unit 24 sets a flag that the harmful customer is a malicious claimant and stores it in the harmful customer DB 28 (S12). Also about the recognition of a bad user, it is judged by a method roughly the same as that of a bad player.

According to such a configuration, the image recognition unit 332 analyzes the image captured by the security camera 310 and collates it with the registered face image to recognize a bad claimant or bad user. Specifically, for example, the image recognition unit 332 performs image analysis based on the image captured by the security camera 310, and the alert control unit 27 provides a malicious claimant alert or a malicious user alert. Indicate. Thereby, it is possible to grasp the existence of a malicious claimant or a malicious user, and an appropriate response can be made. In addition, as the harmful customer management system 301 based on facial image authentication is widely known, there is a concern that a harmful customer will be registered as a malicious claimant or a malicious user, and thus it is expected to become a deterrent for harmful customers.

The harmful customer management system and the harmful customer management program according to the present invention are not limited to the above-described embodiments, and various modifications can be made within the scope of the gist of the invention described in the claims.

In the above-described embodiment, the matching unit 26 performs matching processing between the harmful customer registered by matching the personal information 28A and the harmful customer stored in the storage unit 22, but is not limited thereto. For example, matching processing may be performed based on both personal information 28A and claim information 28B, or matching processing may be performed only for claim information.

In the above-described embodiment, the authentication unit 25 automatically recognizes the malicious claimant by calculating the number of claims by the frequency calculation unit, but is not limited thereto. The accreditation unit may automatically admit a bad claim by calculating the frequency of occurrence of the claim based on the period and the number of times the frequency calculation unit. For example, when a claim is generated by the same harmful customer more than twice a month, the authorization unit recognizes the harmful customer as a malicious claimant.

In the above-described embodiment, the claim information input unit 71 registers the claim occurrence location as claim information, but is not limited thereto. For example, you may register the business type of the store where the claim has occurred in the claim information input unit. Thereby, it becomes possible to associate a harmful customer with an industry type, and it is possible to specify a harmful customer who makes a claim based on a specific type of industry as a malicious claimant.

In the above-described embodiment, the client terminal 3, the operating terminal 4, and the lawyer terminal 6 were computers, but the present invention is not limited thereto, and may be a smartphone, a tablet, or a dedicated terminal. .

In the above-described embodiment, the lawyer terminal 6 is exemplified as an external expert, but the present invention is not limited thereto. For example, it may be an external consultant or a labor manager.

1: harmful customer management system
1A: network
2: management server
3: client terminal
4: operation terminal
19: request department
20: Permission to read
21: control unit
24: information register
25: recognition department
26: matching unit
27: alert control unit
22: memory
28A: Personal information
28B: Claim information
28C: Response information
29: recognition point table
30: matching table
32: display

Claims (7)

As a harmful customer management system that manages harmful customers who become harmful among customers,
A storage unit for storing the harmful customer, a malicious claimr who is a particularly malicious claimer among the harmful customer, and a malicious user who may cause damage among the harmful customer;
An information registration unit for registering information on the harmful customer;
A recognition unit for recognizing the malicious claimant and the malicious user based on an action performed by the harmful customer from the information on the harmful customer registered by the information registration unit; And
Based on the recognition that the harmful customer of the authorization unit is the malicious claimant, an alert for the malicious claimant to the effect that the harmful customer is the malicious claimant is displayed, and that the harmful customer of the authorization unit is the malicious user. An alert control unit for displaying an alert for a malicious user to the effect that the harmful customer is the malicious user based on recognition;
Containing, harmful customer management system. The method of claim 1,
Further comprising a permission unit for allowing the recognition of the malicious claimant or the malicious user of the authorization unit,
When the permission unit permits the recognition of the malicious claimant by the authorization unit, the alert control unit displays the malicious claimant alert,
When the permission unit permits the recognition of the malicious user by the authorization unit, the alert control unit displays the malicious user alert. The method of claim 2,
In the storage unit, personal personal information on the harmful customer is stored,
The information registration unit stores that the harmful customer is the malicious claimant in the storage unit when the permission unit allows the harmful customer to acknowledge the malicious claimant,
The information registration unit stores that the harmful customer is the malicious user in the storage unit when the permission unit permits the recognition of the malicious user of the harmful customer,
Further comprising a matching unit for performing a personal matching process for extracting the harmful customer at least a portion of the personal information matched,
In the case where the harmful customer extracted by the matching processing is the malicious claimant, the authentication unit recognizes the extracted harmful customer as the malicious claimant,
The authentication unit, when the harmful customer extracted by the matching process is the malicious user, recognizes the extracted harmful customer as the malicious user. The method of claim 3,
The personal information is stored in the storage unit in correspondence with identification information for identifying the client terminal,
The matching unit executes a history matching process for extracting the harmful customer to which at least a part of the personal information corresponding to the identification information of the client terminal is matched,
When the harmful customer is extracted by the history matching processing, the alert control unit displays a history alert to the effect that the harmful customer has a history of correspondence in the past. The method of claim 3,
The personal information is stored in the storage unit in correspondence with identification information for identifying the client terminal,
The matching unit,
A first matching process of extracting the harmful customer to which at least some of the personal information corresponding to the identification information matched; And
A second matching process of extracting the harmful customer in which at least a part of the personal information corresponding to the identification information different from the identification information of the client terminal is matched; and
When the harmful customer extracted by the first matching process is the malicious claimant, the harmful customer extracted by the recognition unit is recognized as the malicious claimant, and the alert control unit responds to the harmful customer by the company. We display the company's correspondence evil claimant alert to the effect that it is the said evil claimant with a history,
When the harmful customer extracted by the second matching process is the malicious claimant, the claimant from which the authorization unit is extracted is recognized as the malicious claimant, and the alert control unit indicates that the harmful customer is Displaying an alert for malicious users corresponding to other companies to the effect that they are the malicious claimants with a corresponding history,
When the harmful customer extracted by the first matching process is the malicious user, the recognition unit recognizes the harmful customer as the malicious user, and the alert control unit recognizes the harmful customer as the malicious customer with a history of response in the company. Displaying the company's response bad user alert to the effect of being a bad user,
When the harmful customer extracted by the second matching process is the malicious user, the harmful customer extracted by the recognition unit is recognized as the malicious user, and the alert control unit recognizes the harmful customer as the malicious user. A harmful customer management system that displays an alert for a malicious user corresponding to a third party to the effect that the user is the malicious user. The method according to claim 1 or 2,
In the storage unit, personal personal information on the harmful customer is stored,
A matching unit that performs a matching process for extracting the harmful customers to which at least some of the personal information matched; And
Further comprising; a frequency calculation unit for calculating the number of times of the response processing by the harmful customer extracted by the matching processing of the matching unit,
The authentication unit, when the number of times calculated by the frequency calculation unit exceeds a predetermined threshold value, recognizes the harmful customer as the malicious claimant or the malicious user. To a computer that manages harmful customers who become harmful among customers,
Storing said harmful customers, malicious claimants who are particularly malicious among the harmful customers, and malicious users who are likely to cause damage among the harmful customers;
Registering information on the harmful customer;
Acknowledging the malicious claimant and the malicious user based on an action performed by the harmful customer from the registered information on the harmful customer;
Displaying a malicious claimant alert indicating that the harmful customer is the malicious claimant based on the recognition of the malicious claimant; And
Displaying a malicious user alert to the effect that the harmful customer is the malicious user based on the recognition of the malicious user;
To implement a harmful customer management program.

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