TWI786510B - Familiarity analysis device for customers - Google Patents

Abstract

A familiarity analysis device for customers includes a customer status database, a data collection module, an analysis module, and a processing module. Based on the customer interaction date of the first interaction message or the second interaction message, obtain the plurality of service requirements corresponding to the customer code and the individual service times of each service requirement, and based on the service requirement weight and the individual service requirements of each service requirement service times, to analyze the relative familiarity of the customer code, and transmit the analyzed familiarity of the customer code to the branch end devices.

Description

Familiarity analysis device for customers

The invention relates to an electronic device, in particular to a familiarity analysis device for customers.

Existing relatively large-scale housing agency companies have set up websites that provide information on the sale of multiple housing objects. Users can browse the basic information of the housing objects on the website, including the location of the housing objects, by operating computers or mobile devices. , layout, building size, year, house photos, etc.

Nowadays, with the popularity of the Internet, people are used to searching for the information they want online. For the supply of real estate objects, some real estate object providers will present photos, layouts and housing information of the objects on their websites. Some real estate property providers will use statistical maps to present offline services such as school districts and rental houses around the property. Therefore, for the industry, it is possible to infer the customer status by observing the activity status of the public on the real estate agency website. However, before arranging brokers to contact the public, especially strangers who have never served before Brokers, how to let brokers have a preliminary understanding of the people they will serve is a problem that needs to be solved.

Therefore, the object of the present invention is to provide a familiarity analysis device for customers.

A familiarity analysis device for customers includes a customer status database, a data collection module, an analysis module, and a processing module. Based on the customer interaction date of the first interaction message or the second interaction message, obtain the plurality of service requirements corresponding to the customer code and the individual service times of each service requirement, and based on the service requirement weight and the individual service requirements of each service requirement service times, to analyze the relative familiarity of the customer code, and transmit the analyzed familiarity of the customer code to the branch end devices.

The effect of the present invention is that the service demand can be effectively allocated to the service branches suitable for support.

1: Familiarity analysis device for customers

11: Memory unit

12: Communication unit

13: Processing unit

2: Analysis module

7: Data collection module

8: Customer status database

A~F: Service branch

A1~F1: branch end device

A2~B2: edges of the service geographical range

111, 112, 113, 114: online service

111P, 112P, 113P, 114P: the first service function

15: Customer Code

121: Additional Objects

131: Recommended Items

D111, D112, D113, D114: object data

D121: Additional object information

D131: Recommended object information

D5: Geographic Information

Other features and effects of the present invention will be clearly presented in the implementation manner with reference to the drawings, wherein:

Fig. 1 is a block diagram illustrating that the present invention's familiarity analysis device for customers is connected to a plurality of branch end devices via a communication network, wherein each branch end device corresponds to a respective service branch;

Fig. 2 is a schematic diagram illustrating that the service geographic range corresponding to each service branch is a polygon on the geographic coordinate plane;

Figure 3 is a schematic diagram illustrating that the first side and the second side of "Zhongzheng Road Section 1" are respectively included in the service geographic scopes corresponding to service branch A and service branch B;

Figure 4 is a schematic diagram illustrating a target area corresponding to "Zhongzheng Road Section 1"; and

Figure 5 is a schematic diagram illustrating the situation that the target area corresponding to "Section 1 of Zhongzheng Road" overlaps with the service geographical area corresponding to each of the multiple service branches, and the target area corresponding to "Zhongxing Street" only overlaps with the service geographical area The geographical scope of services corresponding to branch D overlaps.

Referring to Fig. 1, the embodiment of the present invention's familiarity analysis device 1 for customers is a server, which includes memory unit 11, communication unit 12, processing unit 13, analysis module 2, data collection module 7, customer status data library8. The customer status database 8 stores a plurality of customer status data, and each customer status data mainly includes a customer code, and a first activity message or a second activity message, wherein the first activity message includes the customer code, a customer interaction date and the plurality of service requests for the customer code and the individual service times for each service request, and the service request is mainly If it is used for a first-line service, the second activity message indicates the customer code, a customer interaction date, and a second service function of the customer code, and the offline service includes at least viewing, mediation, transaction or other transaction-related the behavior of.

When the analysis module 2 is based on the customer interaction date of the first activity message or the second activity message, obtain the plurality of service requirements corresponding to the customer code and the individual service times of each service requirement, and based on the service requirement weight and each Individual service times for each service request to analyze the relative familiarity of the customer code, and transmit the analyzed familiarity of the customer code to the branch device, so that the broker who confirms the receipt can go to the exclusive service. At the same time, let the broker have a preliminary understanding of the customers who will be served according to the degree of familiarity.

The weight of the service demand is based on the possibility of the offline service to conclude a transaction, and evaluates the conduct of watching, mediation, transaction or other transaction-related behaviors. Based on this principle, the higher the score of the familiarity level, the higher the possibility of closing a deal. For example, in the familiarity level, the order is 1 transaction, greater than 2 times of mediation, 1 time, greater than 2, 1 Second-rate. In addition to the degree of familiarity, the profile of the client can be further provided to the broker for reference.

When the analysis module 2 finds that the frequency of use of the first service function or the second service function has increased to exceed the threshold value, it determines that the client code is active, and the first activity used by the analyzed client code The first service function of the plurality of offline services in the message or the second service function in the second activity message, calculate the display between the first service function and the second service function relative to the customer code A customer profile of . In order to perform the above-mentioned analysis operations, it is also necessary to use the data collection module 7 to receive the first activity message or the second activity message from the client device through the communication unit 12, and send the first activity message or the second activity message The messages are stored in the customer status database 8, and then the analysis module 2 performs analysis based on the customer interaction date of the first campaign message or the customer interaction date of the second campaign message.

In other words, to really trigger the above-mentioned analysis process, it can only be determined that the customer code is active, and then the familiarity degree and customer profile of the analyzed customer code are transmitted to the branch devices, so that the broker who confirms the receipt People go to serve this customer exclusively. The following further explains how to transmit information to these branch end devices.

Since the objects that each branch and broker can serve are often limited by geographical location, when the information is transmitted to the devices at the branch, additional consideration should be given to the service responsibility. The service responsibility is on behalf of the customer It depends on the frequent activity area and the location of such branches. The processing unit 13 receives the analyzed customer code from the analysis module 2, and distributes the service demand related to the analyzed customer code to one of the multiple service branches, and when the service branch cannot be responsible for providing For the service of the service demand, the service demand is allocated to other supportable service branches. In this embodiment, six service branches A~F are used for illustration.

As shown in FIG. 2, the offline service system includes a plurality of offline services. For example, the offline service system may further include at least one additional offline service 121 , a recommended offline service 131 and a customer code 15 . There are multiple interactive relationships between the customer code 15 and the multiple offline services. The plurality of offline services respectively have a plurality of first service functions

The plurality of online services respectively belong to the plurality of online service categories H111, H112, H113 and H114, and each of the plurality of online service categories H111, H112, H113 and H114 is a plurality of online service categories HA1 and HA2. The additional online service 121 belongs to an additional online service category HB1, which is different from any one of the plurality of online service categories HA1 and HA2. The recommended online service 121 belongs to a recommended online service category HC1. For example, the plurality of online service categories HA1 and HA2 are respectively the category of renting a house and the category of buying a house, and the amount The outside line service category HB1 is the loan category. For example, the two online services 112 and 113 respectively belong to the house rental category and the house purchase category.

In Figure 1, the data collection module 7 receives a first interactive message S11 or a second interactive message S12 from the user. The first request message S11 includes the customer code, the date of customer interaction and a plurality of online services of the customer code, and the service requirement is mainly used for the online service, the second request message indicates the customer code, the date of customer interaction And a second service function of the client code.

For example, in order to search for an object, the user will at least mention the relative online service, the object he wants, and the customer interaction date in the first interaction message S11 he uses. Among them, in the customer state database, the customer interaction time mentioned in the first interaction message S11 of the corresponding customer code is defined as the customer interaction date with higher repeatability.

In order to collect more information about user activities, the system can also place a special device in a specific physical location to detect the existence of the device used by the user. For example, the special device is placed in the physical store of the operator. Once detected The mobile phone WIFI signal is detected and recorded, that is to say, the user may also send the second interactive message S12 in a passive state when entering the physical store. The second request message S12 instructs the client to Code, customer interaction date and a second service function of the customer code (that is, the location of the above-mentioned special device).

As shown in Figure 3, the plurality of online service data respectively include a plurality of first service function information representing the first service function, a plurality of online service category indicators respectively indicating the plurality of online service categories, the online service The name includes icon data representing a first icon, and a statistical graph data block representing a statistical graph, and the statistical graph has a plurality of marked icons respectively corresponding to the first service function information. To put it simply, the statistical graph mainly presents multiple interactive messages in the form of a statistical graph, in which the date of customer interaction on the X-axis corresponds to the service on the Y-axis.

In this way, based on the customer interaction date of the first interaction message or the customer interaction date of the second interaction message, it is found that the usage frequency of the first service function or the second service function is mentioned to exceed a threshold value , then it is judged that the client code is analyzed, and the analysis module 2 is prompted through the communication unit 12 that the client code is an analyzed client.

More specifically, after the customer had obviously stopped generating interactive messages between December 2018 and February 2019, the device automatically continued to observe daily until mid-February in the first few days when the customer was active , you can notify the broker that there are active customers, so that the broker can grasp the golden moment of contacting customers to increase the rate of viewing and reduce the churn rate of potential buyers.

In addition to determining that the customer code has been analyzed, in order to allow the broker to initially grasp the profile of the customer when receiving the notification, the plurality of online information in the first interactive message used for the customer code that has been analyzed The first service function of the service or the second service function in the second interactive message calculates the customer profile displayed between the first service function and the second service function relative to the customer code, as shown in Section 4 As shown in the figure.

After knowing the analyzed customer code and customer profile, the processing unit 13 allocates the service demand related to the analyzed customer code to one of the service branches.

Please refer to Fig. 5, the memory unit 11 pre-stores a geographical coordinate of each service branch, a service geographical range corresponding to each service branch and information of a broadcasting area, and information on the geographical range covered by each residential community Information. Each service geographic range is a polygon on the geographic coordinate plane and covers the geographic coordinates of the corresponding service branch, and each side of the polygon corresponds to a road and the road corresponds to at least one side of the polygon, so that the polygon is based on the road profile The geographical range divided; especially, because the road is not necessarily completely straight, so when the road is not completely straight, the road corresponds to the two in the polygon more than one adjacent edge. The geographic range covered by each residential community is also represented by a polygon on the geographic coordinate plane.

For each side of each geographic service range, one of the two sides of the road corresponding to the side is included in the geographic service range, and the other side is not included in the geographic service range. In addition, for each side of each service geographic range, the road corresponding to the side satisfies one of the road width greater than a threshold and the traffic flow greater than another threshold, that is, the road corresponding to the side is a Main road or a main road, in order to reduce the extra waiting time caused by branch business personnel crossing the main road for service. For example, "Section 1 of Zhongzheng Road" corresponds to the two adjacent sides A2 of the service geographic range corresponding to service branch A and the two adjacent sides B2 of the service geographic range corresponding to service branch B, and the "Section 1 of Zhongzheng Road" The first side is included in the service geographic scope corresponding to the service branch A, and the service branch A is responsible for the buying and selling service of the house objects located on the first side; and the second side is included in the service geographic scope corresponding to the service branch B , the service branch B is responsible for the buying and selling service of the house objects located on the second side. Although the house objects on the first side and the house objects on the second side are geographically close to each other, the division of the service geographical range of the service branch above allows the business personnel of service branch A to not cross the "Zhongzheng Road" One Section" (Malaysian Road) to the second side for service, and it also saves the business personnel of the service branch B from crossing "Zhongzheng Road Section 1" to the first side for service.

The broadcast area corresponding to each service branch includes other service geographical areas adjacent to the service geographical area corresponding to the service branch, wherein if a part of a road corresponds to one side of a service geographical area and corresponds to another service geographical area On one side, the service geographic area is adjacent to the other service geographic area. For example, the broadcast area corresponding to service branch A includes the service geographic range corresponding to service branch B, the service geographic range corresponding to service branch C, the service geographic range corresponding to service branch D, and the service geographic range corresponding to service branch F Service geographic scope; the broadcast area corresponding to service branch B includes the service geographic scope corresponding to service branch A, the service geographic scope corresponding to service branch C, the service geographic scope corresponding to service branch D, and the service geographic scope corresponding to service branch E Service geography, etc.

The memory unit 11 also prestores a duty information of each service branch, and the duty information records the contact information of the duty time of each business personnel working in the service branch and the mobile devices they hold.

The communication unit 12 is connected to the analysis module 2 and a plurality of branch-end devices A1-F1 respectively corresponding to the corresponding service branches A-F via a communication network, wherein each branch-end device is the on-duty business personnel of the corresponding service branch The mobile device you are using.

When the processing unit 13 receives the analyzed client code from the analysis module 2 via the communication unit 12, the processing unit 13 generates a corresponding corresponding client code on the geographic coordinate plane according to the analyzed client code. The target region for this client code analyzed. When this analyzed customer code is a road name and its section, alley, and alley value, since it is impossible to have the house object position to be located on the road of section, alley, alley, but on both sides of the road, Therefore, the target area is an area obtained by centering on the road on the geographic coordinate plane and extending outward for a predetermined distance toward both sides of the road. Let's take "Zhongzheng Road Section 1" as an example to illustrate. In practice, the memory unit 11 can pre-store a map database. When the analyzed customer code is "Zhongzheng Road Section 1", the processing unit 13 first queries the geographical location of "Zhongzheng Road Section 1" according to the map database. location information, and then calculate an axis separating the first side and the second side of "Zhongzheng Road Section 1" on the geographic coordinate plane based on the geographic location information, and then move from the axis to the first side and the second side The target area is obtained by extending the predetermined distance outward.

And when the analyzed customer code is the name of a residential community, the target area is the geographical range covered by the residential community on the geographic coordinate plane. For example, as shown in FIG. 2 , if the analyzed customer code is "Xinyi Community", the target area is the area surrounded by the polygon corresponding to "Xinyi Community" stored in the memory unit 11 .

After the processing unit 13 transmits the analyzed client code and the degree of familiarity thereof to the second branch device, if within a predetermined second period of time, the communication unit 12 receives the information from the second branch device Received a pair of the customer code that should have been analyzed and used to reply the reply message that can be responsible for processing the service demand, then the processing unit 13 does not further process; otherwise, the processing unit 13 passes the analyzed The customer code and the familiarity level thereof are transmitted to the branch device corresponding to each service geographical area in the broadcast area corresponding to the second branch device, so as to further request support from other service branches.

To sum up, the present invention’s familiarity analysis device for customers pre-stores the service geographical range and broadcast area corresponding to each service branch in the memory unit, and makes the processing unit receive the analyzed customer code Afterwards, according to the analyzed customer code, the analyzed customer code and the degree of familiarity thereof are sent to the first branch end device to request support from the service branch corresponding to the first branch end device, and when it is judged If the reply message is not received from the device at the first branch within the first time period, further transmit the analyzed customer code and the familiarity level to the service branch according to the geographical coordinates of the service branch A second branch-end device in the branch-end device requests support from the service branch corresponding to the second branch-end device, and when it is determined that within the second time period When the reply message is not received from the second branch device within a certain period of time, further transmit the analyzed customer code and its familiarity level to each service geographic location in the broadcast area corresponding to the second branch device The branch end device corresponding to the range can further request support from other service branches, so that the service demand can be effectively allocated to the service branch suitable for support, so the purpose of the present invention can indeed be achieved.

But what is described above is only an embodiment of the present invention, and should not limit the scope of the present invention. All simple equivalent changes and modifications made according to the patent scope of the present invention and the content of the patent specification are still within the scope of the present invention. Within the scope covered by the patent of the present invention.

1: Familiarity analysis device for customers

11: Memory unit

12: Communication unit

13: Processing unit

2: Analysis module

7: Data collection module

8: Customer status database

A~F: Service branch

A1~F1: branch end device

Claims (8)

A familiarity analysis device for customers, comprising: A customer status database, the customer status database is used to store a plurality of customer status data, each customer status data mainly includes a customer code, and a first activity message or a second activity message, wherein the first activity message Including the customer code, a customer interaction date, multiple service requests of the customer code and the individual service times of each service request, and the service request is mainly used for offline services, the second activity message indicates the customer code , a customer interaction date and a second service function of the customer code, the offline service at least includes viewing, mediation, transaction or other transaction-related behaviors; A data collection module, coupled to the client status database, receives the first activity message or the second activity message from a transaction processor through a communication unit, and stores the first activity message or the second activity message To the customer status database, the transaction processor records, processes, and maintains information about leads, mediation, transactions, or other transaction-related actions; An analysis module, coupled with the data collection module and the customer status database, obtains the customer code based on the customer interaction date of the first campaign message or the second campaign message Relative multiple service requirements and the individual service times of each service requirement, and based on a service requirement weight and the individual service times of each service requirement, to analyze the relative familiarity of the customer code, the service requirement weight is based on The offline service evaluates the possibility of closing a deal, and evaluates the conduct of watching, mediation, closing or other transaction-related behaviors. The higher the familiarity score, the higher the possibility of closing a deal; A communication unit, connected to an analysis module and a plurality of branch end devices respectively corresponding to a service branch via a communication network; a memory unit storing a geographic coordinate of each service branch; and A processing unit, coupled with the analysis module, the communication unit, and the memory unit, through the communication unit, the analyzed customer code and the degree of familiarity thereof are transmitted to the corresponding branch end devices that have a service responsibility A first branch end device, and when the processing unit determines that a pair of the customer code that should have been analyzed has not been received from the first branch end device via the communication unit within a predetermined first time period and is used for replying When responsible for processing the reply message of the service demand, the processing unit shall target, and transmit the analyzed customer code and the degree of familiarity thereof to a second branch-end device among the branch-end devices, wherein the geographic coordinates of the service branch corresponding to the second branch-end device are the same as the first The geographical coordinates of the service branch corresponding to the branch-end device are within a predetermined distance, and the service responsibility is determined based on the frequent activity area of the customer code and the locations of the branches. The device for analyzing familiarity with customers as described in Claim 1, wherein the analysis module finds that the frequency of use of a first service function or the second service function has increased to exceed a threshold value, and then judges that the customer code is already is active, and for the first service function of the plurality of online services in the first activity message used by the customer code that has been activated or the second service function in the second activity message, calculate the relative value of the customer code A customer profile displayed between the first service function and the second service function, and the processing unit transmits the analyzed customer code, the degree of familiarity, and the customer profile to the branch end devices. The familiarity analysis device for customers as described in claim 1, wherein the memory unit also stores information about a service geographic range and a broadcast area corresponding to each service branch, and the service geographic range covers the corresponding service branch geographic coordinates, the broadcast area contains Other service geographical areas adjacent to the service geographical area, and when the processing unit determines that a pair of the analyzed information has not been received from the second branch device via the communication unit within a predetermined second time period When the customer code is used to reply a reply message that can be responsible for handling the service demand, the processing unit transmits the analyzed customer code and its familiarity to the broadcast area corresponding to the second branch end device through the communication unit The store-end device corresponding to each service geographic range in . The familiarity analysis device for customers as described in Claim 3, wherein each service geographic range is a polygon on the geographic coordinate plane, and each side of the polygon corresponds to a road and the road corresponds to at least one side of the polygon, and So that the polygon is a geographical area divided according to the road profile, and if a part of a road corresponds to one side of a service geographical area and corresponds to another side of the service geographical area, then the service geographical area is the same as the other service geographical area adjacent. The familiarity analysis device for customers as described in claim 4, wherein when the processing unit determines that the broadcast area corresponding to the second branch device includes multiple service geographic areas and within a predetermined third time period Through the communication unit, from all the branch devices corresponding to the geographical scope of the service When one of the customer codes that should have been analyzed is used to reply a reply message that can be responsible for handling the service demand, the processing unit sends a confirmation message to the branch devices through the communication unit, wherein the confirmation The message indicates that the service requirement related to the analyzed customer code has been assigned to the service branch corresponding to the branch device that sent the reply message. The familiarity analysis device for customers as described in Claim 5, wherein when the processing unit judges that the broadcast area corresponding to the second branch end device only includes a service geographic range, the processing unit only transmits the analyzed The customer code and its acquaintance level and do not send the confirmation message. The device for analyzing familiarity with customers as described in Claim 4, wherein for each side of each geographical area of service, one of the two sides of the road corresponding to the side is included in the geographical area of service, and the other side is included in the geographical area of service side is not included in the geographic scope of the service. The device for analyzing familiarity with customers as described in Claim 7, wherein for each side of each service geographical range, the road corresponding to the side satisfies one of the road width greater than a threshold value and the traffic flow greater than another threshold value one.

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