WO2022045181A1

WO2022045181A1 - Contract assistance device, contract assistance system, and contract assistance method

Info

Publication number: WO2022045181A1
Application number: PCT/JP2021/031129
Authority: WO
Inventors: 純一下村; 政伸増田
Original assignee: 日本電気株式会社
Priority date: 2020-08-27
Filing date: 2021-08-25
Publication date: 2022-03-03
Also published as: JPWO2022045181A1

Abstract

This contract assistance device (102) comprises: a first recognition degree acquisition unit (112) for acquiring, with regard to customers who desire the supply of commodities, a recognition degree that indicates the degree of cognitive function; and a contract assistance unit (115) for altering the predetermined content of a contract with regard to the commodities desired by the customers and/or a procedure for closing the contract, in accordance with the recognition degree acquired by the first recognition degree acquisition unit (112).

Description

Contract support device, contract support system, and contract support method

The present invention relates to a contract support device, a contract support system, and a contract support method.

As the life expectancy progresses, it is hoped that the elderly can continue to live in the same way as the active generation. On the other hand, it is inevitable that cognitive function declines with aging. For example, if you have dementia, or if you have some degree of cognitive decline even if you do not have dementia, you cannot freely make a contract to purchase a product or service. May be subject to certain restrictions.

For example, Patent Document 1 discloses a facial expression cognitive diagnosis support device for supporting the diagnosis of relatively early symptoms of dementia.

The facial expression recognition diagnosis support device described in Patent Document 1 includes a facial expression pattern storage unit that stores a plurality of moving image patterns in advance and a question pattern storage unit that stores a plurality of question patterns in advance, and follows the moving image pattern and the question pattern. The face of the responding user is photographed by the camera unit, and the facial information is extracted.

Further, the facial expression cognitive diagnosis support device is based on the preset teacher information, and the face information of the user face information storage unit, the face information of the healthy person face information storage unit, or the face information of the mild cognitively impaired person face information storage unit. Machine learning is performed using and, and the weight coefficient of each part of the updated face is stored.

Then, the facial expression cognitive diagnosis support device includes the face information extracted by the face image processing unit and the face information stored in the face information storage unit of a healthy person or the face information stored in the face information storage unit of a person with mild cognitive impairment. Among them, a predetermined distance is calculated to determine whether the user belongs to the healthy person group or the mild cognitively impaired person group.

Japanese Unexamined Patent Publication No. 2018-007792

Even if the technology described in Patent Document 1 can assist in determining whether a customer who wishes to purchase a product or service is a healthy person or a person with mild cognitive impairment, how to conclude a contract of the customer. Nothing is disclosed in Patent Document 1 as to whether or not it is reflected in the above.

If the cognitive function of the purchaser is deteriorated, the purchaser may not fully understand the contents of the product or service and may purchase an unintended product. In addition, businesses that sell goods and services have risks related to contracts, such as cancellation of contracts that should have been concluded once.

The present invention has been made in view of the above circumstances, and one of the purposes thereof is to reduce the risk associated with the deterioration of cognitive function in the contract.

In order to achieve the above object, the contract support device according to the first aspect of the present invention is
A recognition acquisition method for acquiring recognition that indicates the degree of cognitive function for customers who wish to provide products,
It is provided with a contract support means for changing at least one of the contents of a predetermined contract for the product requested by the customer and the procedure for concluding the contract according to the acquired recognition level.

In order to achieve the above object, the contract support system according to the second aspect of the present invention is
With the above contract support device,
In response to a request from the contract support device, the device includes a recognition level test executing device that carries out a recognition level test for acquiring the recognition level.

In order to achieve the above object, the contract support method according to the third aspect of the present invention is:
The computer
To obtain recognition that indicates the degree of cognitive function for customers who wish to provide products,
It includes changing at least one of the contents of a predetermined contract for the product requested by the customer and the procedure for concluding the contract according to the acquired recognition level.

In order to achieve the above object, the program according to the fourth aspect of the present invention is
On the computer
To obtain recognition that indicates the degree of cognitive function for customers who wish to provide products or services.
A program for executing at least one of the contents of a predetermined contract for the product or service requested by the customer and the procedure for concluding the contract, according to the acquired recognition level. Is.

According to the present invention, it is possible to reduce the risk associated with the deterioration of cognitive function in the contract.

It is a figure which shows an example of the apparatus group which comprises the contract support system which concerns on one Embodiment of this invention. It is a figure which shows the functional structure of the contract support device which concerns on one Embodiment. It is a figure which shows an example of the master information. It is a figure which shows the functional structure of the contract support part which concerns on one Embodiment. It is a figure which shows the functional structure of the contract information change part which concerns on one Embodiment. It is a figure which shows the functional structure of the contract management apparatus which concerns on one Embodiment. It is a figure which shows the example of the physical composition of the contract terminal which concerns on one Embodiment. It is a figure which shows the example of the physical configuration of the contract support device (recognition degree test device, contract management device) which concerns on one Embodiment. It is a flowchart which shows an example of the contract support processing which concerns on one Embodiment of this invention. It is a flowchart which shows an example of the contract support processing which concerns on one Embodiment of this invention. It is a flowchart which shows an example of the pre-conclusion contract support processing which concerns on one Embodiment. It is a flowchart which shows an example of the pre-conclusion contract support processing which concerns on one Embodiment. It is a flowchart which shows an example of the post-contract change processing which concerns on one Embodiment. It is a flowchart which shows an example of the contract information change processing which concerns on one Embodiment. It is a flowchart which shows an example of the contract information change processing which concerns on one Embodiment. It is a figure which shows the functional structure of the contract support apparatus which concerns on modification 1. FIG.

Hereinafter, an embodiment of the present invention will be described with reference to the drawings. In all drawings, similar components are designated by the same reference numerals, and description thereof will be omitted as appropriate.

<< Functional configuration of contract support system 100 >>
The contract support system 100 according to the embodiment of the present invention is a system for supporting the conclusion of a contract regarding a product with a customer who wishes to provide the product. The goods may be the object of the contract and include goods and services. The products according to the present embodiment are products with risks such as financial risks in insurance products and financial products, for example. The contract is, for example, a sales contract for goods.

As shown in FIG. 1, the contract support system 100 includes a contract terminal 101, a contract support device 102, a recognition test device 103, and a contract management device 104, which are connected so that information can be transmitted and received to each other through the network N.

Network N may be constructed by wire, wireless, or a network in which these are appropriately combined.

The contract terminal 101 is a terminal device used for a contract with a customer, and includes at least one of a camera, a microphone, and a speaker. In the present embodiment, the contract terminal 101 will be described by an example including both a camera and a microphone.

In this embodiment, the sales representative of the business operator who provides the product and the customer perform the contract procedure face-to-face. The contract terminal 101 is, for example, a terminal operated by a sales person or a customer. The contract terminal 101 transmits and receives various information such as information necessary for the contract to and from the contract support device 102 and the like according to the operation of the operator.

Note that the contract procedure is performed non-face-to-face, and the customer may operate the contract terminal 101 according to the guidance of the sales person by voice or image, or the guidance of characters or images displayed on the screen. In this case, the contract terminal 101 is a tablet terminal, a smartphone, a personal computer, or the like owned by the customer, and information necessary for the contract may be transmitted to and received from the contract support device 102 according to the operation of the customer.

The contract support device 102 is a device that supports the conclusion of a contract regarding a product with a customer. As shown in FIG. 2, the contract support device 102 includes a request acquisition unit 106, a master information storage unit 107, a contract condition determination unit 108, a normal contract unit 109, an alternative product extraction unit 110, and a first test. The information acquisition unit 111, the first awareness acquisition unit 112, the first awareness storage unit 113, the contract support unit 115, the contract change reception unit 116, the test necessity determination unit 117, and the normal change unit 118. A second test information acquisition unit 119, a second recognition acquisition unit 120, a second recognition storage unit 121, and a contract information change unit 122 are provided.

The request acquisition unit 106 acquires the customer's request regarding the product. The request here is information indicating that the customer wants to purchase the product, and includes, for example, the customer information of the customer and the product type that the customer wants to purchase.

Customer information is information about a customer, and includes, for example, the customer's address, name, date of birth, and the like. The product type is information for identifying the product type.

The master information storage unit 107 is a storage unit that stores in advance master information 107a, which is information about products provided by the business operator.

Master information 107a is information associated with product types, contract conditions, contract procedures, etc., as shown in FIG. 3 as an example.

The product type is information indicating the type of the product, and is determined according to the content of the product and the like. The contract condition is information indicating the customer's condition for contracting the product. The contract procedure is information indicating the procedure for contracting a product.

Master information 107a includes alternative group information for identifying a product that can be a substitute product for the product when a customer requests to purchase the product. In the present embodiment, it is assumed that the alphabet added to the beginning of the product type is the alternative group information.

That is, for example, when a customer wants to purchase the product "A-1" but the customer does not meet the contract conditions, the product "A-2" is a substitute for the product "A-1". Proposed to customers as a product. The product "A-2" is, for example, an insurance product, a financial product, or the like that requires stricter contract procedures than the product "A-1".

Contract conditions include conditions related to age, recognition, and health status.

Here, the recognition level is an index obtained by carrying out a predetermined recognition level test, and indicates the degree of cognitive function.

Cognitive function is a function that allows a person to take in information from the outside, make decisions and make decisions, and connect them to actions. It is a higher-order function of the brain including memory, judgment, calculation, understanding, learning, thinking, and language. be. Decreased cognitive function often causes problems in memory, attentional behavior, executive function, and social behavior in social life activities.

The degree of recognition can be said to be an index for evaluating the state of one or more of the higher-order functional groups (cognitive functions) of the brain.

In this embodiment, an example in which the recognition level is represented by a number (score) of 0 to 100 will be described. The degree of recognition may be expressed by an appropriate score such as 0 to 10, and may be expressed not only by the score but also by a plurality of stepwise levels.

Regarding the health condition, FIG. 3 shows an example in which whether or not the patient has "hypertension" is adopted. If necessary, the health condition is confirmed by the results of examinations at hospitals and the like, and the results of health examinations.

The condition regarding the health condition is not limited to hypertension, and for example, whether or not the patient has diabetes and whether or not he / she has been hospitalized within a predetermined period may be adopted. Further, the condition relating to the health condition is one of the conditions relating to the body, and the condition relating to the body may include, for example, the degree of obesity represented by BMI (Body Mass Index), waist circumference and the like. Further, the contract conditions may include lifestyle-related conditions such as smoking history and drinking frequency.

In FIG. 3, "-" indicates that the condition is not set. That is, in the product "A-1", the conditions related to the recognition level and the health condition are not included in the contract conditions, and it means that the contract can be concluded if the age is less than 65 years old.

The contract procedure is information that defines the procedure leading up to the conclusion of the contract. The contract procedure according to this embodiment includes a normal procedure, a relaxation procedure, and a strict procedure.

The normal procedure is a procedure applied to a product whose customer's awareness is not included in the contract conditions, and is a procedure applied to the product contract when the customer's customer information and health condition satisfy the contract conditions.

The strict procedure is a procedure applied to a contract with a customer who does not meet the standard recognition in the contract of the product whose customer recognition is included in the contract conditions. Strict procedures are more complicated than normal procedures, for example, requiring the consent of a family member or agent to conclude a contract. The standard recognition level is predetermined as the recognition level required of the customer to conclude a contract. In the example of FIG. 3, the recognition level 80 is set as the standard recognition level as the contract condition of the product “A-2”.

Note that multiple thresholds can be set for standard recognition, and mitigation procedures corresponding to each threshold can be set. When a plurality of threshold values are set, the higher the threshold value, the simpler the procedure.

The mitigation procedure is a procedure applied to a contract with a customer who meets the standard recognition in the contract of the product whose recognition of the customer is included in the contract conditions. The complexity of the mitigation procedure is a simpler procedure than the strict procedure.

Refer to FIG. 2 again.
The contract condition determination unit 108 determines whether or not the contract condition of the customer satisfies a predetermined contract condition for the product according to the customer's request.

The normal contract unit 109 performs normal processing for concluding a contract for a product requested by a customer when it is determined that the contract conditions are satisfied. Normal processing is processing according to normal procedures.

The substitute product extraction unit 110 extracts the substitute product of the product requested by the customer when it is determined that the contract condition of the customer does not satisfy the contract condition of the product according to the customer's request.

The alternative product is determined based on the above-mentioned alternative group information, and the product to which the alternative group information common to the product related to the customer's request is added is extracted as the alternative product of the product related to the customer's request. In the master information 137a exemplified in FIG. 3, as can be seen from the above description, the product “A-2” is a substitute product for the product “A-1”.

When the business operator provides the service, the alternative product extraction unit may extract the alternative service of the service requested by the customer when it is determined that the customer does not meet the contract conditions.

The first test information acquisition unit 111 acquires the first test information including at least one of the image information obtained by photographing the customer's face and the voice information obtained by recording the customer's voice. do. The first test information according to the present embodiment further includes the customer's answer to the question item in the recognition level test displayed on the contract terminal 101. The first test information acquisition unit 111 is an example of the test information acquisition means, and the first test information is an example of the test information.

Specifically, the first test information acquisition unit 111 acquires image information indicating a moving image or a still image including the customer's face taken by the camera of the contract terminal 101 from the contract terminal 101 via the network N. do. Further, the first test information acquisition unit 111 acquires voice information indicating the customer's voice recorded through the microphone of the contract terminal 101 from the contract terminal 101 via the network N.

Further, the information indicating the question item of the recognition level test is held in advance in the recognition level test device 103, for example, and is displayed on the contract terminal 101 when the contract terminal 101 acquires the information from the recognition level test device 103. .. The answer to the question item of the recognition degree test is input to the contract terminal 101, for example, based on the operation of the operator.

Includes shooting information acquired by the first test information acquisition unit 111, for example, a video recorded when the customer answers a question, a facial expression during a conversation with the customer, and the like. The voice information acquired by the first test information acquisition unit 111 includes, for example, a voice recorded when a customer answers a question, a voice during a conversation, and the like. The first test information may include information indicating the customer's answer to the question.

In the present embodiment, the first test information acquisition unit 111 will be described by an example of acquiring both shooting information and audio information.

The first recognition degree acquisition unit 112 acquires the recognition degree of the customer who wants to provide the product from the recognition degree test device 103, which will be described in detail later, via the network N. The first recognition degree acquisition unit 112 is an example of the recognition degree acquisition means.

Specifically, the first recognition degree acquisition unit 112 refers to the master information 107a and acquires the customer's recognition degree according to the predetermined contract conditions for the substitute product extracted by the substitute product extraction unit 110. In the present embodiment, the first recognition degree acquisition unit 112 acquires the customer's recognition degree when the contract condition of the alternative product includes the condition regarding the recognition degree.

Further, the first recognition degree acquisition unit 112 stores the first recognition degree information in the first recognition degree storage unit 113.

Here, the first recognition degree storage unit 113 is a storage unit in which the first recognition degree information is stored. The first recognition degree information is information in which the first personal identification information, the above-mentioned first test information, and the customer's recognition degree acquired by the first recognition degree acquisition unit 112 are associated with each other. The first recognition degree information is an example of the recognition degree information, and the first recognition degree storage unit 113 is an example of the recognition degree storage unit.

The first identity verification information is information for identity verification obtained from a customer, for example, a customer's license, an image information showing an identification card such as an Individual Number Card, a customer's image information, and a customer's biometric information. The first personal identification information is an example of personal identification information.

The contract support unit 115 performs at least one of the contents of the predetermined contract for the product requested by the customer and the procedure for concluding the contract according to the degree of recognition acquired by the first degree of recognition acquisition unit 112. change.

As the content of the contract changed by the contract support unit 115, for example, the provision conditions of the product can be mentioned. Further, as a procedure for concluding a contract to be changed by the contract support unit 115, for example, a display order of a plurality of screens displayed for the contract, a question for the plurality of screens to ask a question to a customer. The number of questions and the expression of the question when the screen is included can be mentioned.

Specifically, as shown in FIG. 4, the contract support unit 115 includes a first retest reception unit 123, a function control unit 124, a first consent reception unit 125, and a first change unit 126. It includes an intention confirmation unit 127 and a contract processing unit 128.

The first retest reception unit 123 determines whether or not the result obtained by the customer's cognitive test is doubtful as to whether or not the contract may be concluded in the mitigation procedure. Then, when the first retest reception unit 123 determines that there is a suspicion, the first retest reception unit 123 receives a retest instruction from the recognition level confirmer who has confirmed the determination result.

A recognition confirmer is a person who confirms the degree of cognitive function of a customer, for example, a staff member of a business operator who undertakes a contract (for example, the person in charge of the contract), a third party such as a cognitive function expert, etc. Is. After the recognition test, the recognition confirmation person reconfirms the customer's recognition by asking a question or confirmation to the customer, and determines whether or not the customer meets the recognition criteria for concluding a contract. To assist.

Such confirmation by the recognition confirmation person is performed when there is doubt about the result obtained by the customer recognition test in order to determine whether or not the contract may be concluded in the mitigation procedure. As a case of doubt, for example, the case where the recognition obtained by the recognition test is near the reference value (that is, a predetermined range from the reference value) of whether or not a contract can be made by the mitigation procedure is mentioned. be able to.

The function control unit 124 controls whether or not to enable the function for making a contract according to the mitigation procedure based on the recognition degree acquired by the first recognition degree acquisition unit 112.

Specifically, for example, if the acquired recognition condition satisfies the recognition degree condition included in the contract conditions associated with the alternative product for which the contract is to be concluded in the master information 107a, the contract is made according to the relaxation procedure. The function for is enabled.

The first consent receiving unit 125 receives the result of reconfirming the customer's request regarding the contract of the alternative product when the contract of the alternative product extracted by the alternative product extraction unit 110 can be concluded. Specifically, if the first consent receiving unit 123 can conclude a contract for an alternative product by changing it according to the recognition acquired by the first recognition acquisition unit 112, the customer regarding the change. Accept consent. The target of the change here is at least one of the contents of the predetermined contract for the product requested by the customer and the procedure for concluding the contract.

The first change unit 124 changes the contract support target from the contract of the product acquired by the request acquisition unit 106 to the contract of the alternative product extracted by the alternative product extraction unit 110. Specifically, the first modification unit 124 extracts at least one of the contents of the predetermined contract for the product requested by the customer and the procedure for concluding the contract by the alternative product extraction unit 110. Change the contents of the contract prescribed for the product and the procedure for concluding the contract.

When such a change of the contract-supported object by the first change unit 124 is reconfirmed by the first consent reception unit 123, for example, the customer's consent regarding the change is obtained by the first consent reception unit 123. It will be done after it is accepted.

The intention confirmation unit 127 accepts the result of confirming the customer's intention based on the operation of the operator. Specifically, the operator confirms to the customer that the alternative product is in line with the customer's intention, and the intention confirmation unit 127 accepts the result of the confirmation based on the operation of the operator.

The contract processing unit 128 performs processing for concluding a contract for a substitute product. Specifically, the contract processing unit 128 causes the display unit of the contract support device 102 to display a screen according to the relaxation procedure or the strict procedure. Then, the contract processing unit 128 receives various information for concluding a contract for the alternative product according to the screen, and proceeds with the processing while holding the information.

Refer to FIG. 2 again.
The contract change reception unit 116 receives the contract change request. The contract change request is a request for changing the contract information 137a, and the contract information 137a is information about the contract already concluded.

The contract information 137a is, for example, contractor information, product information, collateral information, and the like.

The contractor information is information about the customer who has concluded the contract (that is, the contractor), and includes, for example, the address, name, date of birth, etc. of the contractor.

The product information is information about the product for which a contract has been concluded, and includes the product type, contract date, test execution flag, etc. of the product.

The test implementation flag is a flag indicating whether or not the recognition test was conducted at the time of contract.

The collateral information is information registered in the contract information 137a when the contracted product is provided as collateral, and includes information on the receivables (secured receivables) secured by the contracted product. As the information on the secured claim, for example, information on the creditor and the obligor, the date of occurrence of the claim, the cause of occurrence, and the like can be exemplified.

Typical examples of contract change requests include the contractor's address change request and the collateral information setting request.

When the contract change request is received by the contract change reception unit 116, the test necessity determination unit 117 needs to confirm the recognition level of the contractor of the contract related to the contract change request based on the contract information 137a. Is determined. In the present embodiment, the test necessity determination unit 117 determines whether or not the recognition level needs to be confirmed based on the test execution flag.

The normal change unit 118 changes the contract information 137a according to the normal procedure when it is determined that it is not necessary to confirm the degree of recognition of the contractor.

The normal procedure here is a procedure that is applied to products whose contractor's awareness is not included in the contract conditions, and is applied to contract changes when the contractor's contract information and health condition meet the contract conditions. It is a procedure to be done.

The second test information acquisition unit 119 includes at least one of the image information obtained by photographing the contractor's face and the voice information obtained by recording the contractor's voice. To get. The second test information according to the present embodiment further includes the customer's answer to the question item in the recognition level test displayed on the contract terminal 101. The second test information acquisition unit 119 is an example of the test information acquisition means, and the second test information is an example of the test information.

Specifically, the second test information acquisition unit 119 transmits shooting information indicating a moving image or a still image including the contractor's face taken by the camera of the contract terminal 101 from the contract terminal 101 via the network N. get. Further, the second test information acquisition unit 119 acquires voice information indicating the voice of the contractor recorded through the microphone of the contract terminal 101 from the contract terminal 101 via the network N.

Includes shooting information acquired by the second test information acquisition unit 119, for example, a video recorded when the contractor answers a question, a facial expression during a conversation with the contractor, and the like. The voice information acquired by the second test information acquisition unit 119 includes, for example, voice recorded when the contractor answers a question, voice during a conversation with the contractor, and the like. The second test information may include information indicating the customer's answer to the question.

In the present embodiment, the second test information acquisition unit 119 will be described by an example of acquiring both shooting information and audio information.

That is, the information for the second test may be configured in the same manner as the information for the first test. Then, the second test information acquisition unit 119 and the first test information acquisition unit 111, except that the timing for acquiring the second test information instead of the first test information is after the contract of the product. It is good to have a similar function.

The second recognition level acquisition unit 120 acquires the recognition level of the contractor when the test necessity determination unit 117 determines that the recognition level is necessary. In the present embodiment, the second recognition degree acquisition unit 120 acquires the recognition degree of the contractor from the recognition degree test device 103, which will be described in detail later, via the network N. The second recognition degree acquisition unit 120 is an example of the recognition degree acquisition means.

Further, the second recognition degree acquisition unit 120 stores the second recognition degree information in the second recognition degree storage unit 121.

Here, the second recognition degree storage unit 121 is a storage unit in which the second recognition degree information is stored. The second recognition degree information is information in which the second personal identification information, the above-mentioned second test information, and the recognition degree acquired by the second recognition degree acquisition unit 120 are associated with each other.

The second identity verification information is information for identity verification obtained from the contractor before conducting the recognition test, for example, image information showing the contractor's license, identification card such as My Number card, contract. Image information of the person and biometric information of the contractor. The second personal identification information is an example of personal identification information.

That is, the second personal identification information and the second test information may be configured in the same manner as the first personal identification information and the first test information, respectively. Further, the second recognition degree acquisition unit 120 may have the same function as the first recognition degree acquisition unit 112, except that the timing of executing the process is after the contract of the product. The second recognition degree information may be configured in the same manner as the first recognition degree information, and therefore, the second recognition degree storage unit 121 in this case may be configured in the same manner as the first recognition degree storage unit 113. ..

The contract information change unit 122 changes the procedure for changing the contract information 137a according to the degree of recognition of the contractor.

Specifically, as shown in FIG. 5, the contract information changing unit 122 includes a second retest receiving unit 129, a second consent receiving unit 130, a second changing unit 131, and a contract changing unit 132. including.

The second retest reception unit 129 determines whether or not the result obtained by the contractor's awareness test is doubtful in order to determine whether or not the contract information 137a may be changed in the mitigation procedure. judge. Then, when the second retest reception unit 129 determines that there is a suspicion, the second retest reception unit 129 receives a retest instruction from the recognition level confirmer who has confirmed the determination result.

The second consent reception unit 130 accepts the result of confirming the customer's consent when the contract information 137a can be changed by the relaxation procedure. Specifically, when the second consent reception unit 123 can change the contract information 137a by changing it according to the recognition degree acquired by the second recognition degree acquisition unit 120, the contractor regarding the change. Accept consent. The target of the change here is the procedure for changing the contract information 137a.

The second change unit 131 changes the procedure for changing the contract information 137a of the contractor. The modified procedure is a mitigation procedure that is simpler than the rigorous procedure required if the contractor's awareness does not meet a predetermined standard awareness. Standard recognition may include multiple thresholds.

Such a change in procedure by the second change unit 131 is performed after the consent is received by the second consent reception unit 130.

The contract change unit 132 performs a process for changing the contract information 137a. Specifically, the contract change unit 132 causes the display unit of the contract support device 102 to display a screen according to the relaxation procedure or the strict procedure. Then, the contract change unit 132 receives various information for changing the contract information 137a according to the screen, and proceeds with the process while holding the information.

Refer to FIG. 1 again.
The recognition level test device 103 is a device having a test execution function for performing a predetermined recognition level test. When the recognition level test device 103 receives an implementation instruction from the contract support device 102 test, the recognition level test device 103 carries out the recognition level test.

The customer recognition test is carried out by the recognition test device 103 based on the first test information acquired from the contract support device 102 together with the test execution instruction via the network N. The recognition level test of the contractor is carried out by the recognition level test device 103 based on the second test information acquired from the contract support device 102 together with the test execution instruction via the network N.

Specifically, the recognition level test device 103 obtains the recognition level by performing a recognition level test using a learning model that has been learned by machine learning. That is, the recognition degree test device 103 obtains the recognition degree by inputting the information for the first test or the information for the second test into the learned learning model in which the machine learning for obtaining the recognition degree is performed.

The input data to the learning model at the time of learning is the same as the information for the first test or the information for the second test, the shooting information obtained by taking an image including the face of the customer or the contractor, and the voice of the customer. Includes audio information obtained by recording. The input data may include information indicating the customer's or contractor's answer to the question. Then, in machine learning, it is advisable to perform supervised learning with the correct answer being the degree of recognition given to the customer or contractor by an expert or the like.

Note that the method of obtaining recognition by the test execution function is not limited to the method of adopting a machine-learned learning model, and statistical analysis or the like may be adopted. Further, the test execution function may be provided in the contract support device 102.

The contract management device 104 is a device for managing contracts. As shown in FIG. 6, the contract management device 104 includes a contract log receiving unit 134, a contract log storage unit 135, a contract information receiving unit 136, and a contract storage unit 137.

The contract log storage unit 135 and the contract storage unit 137 may be provided in the contract support device 102, and in this case, the contract management device 104 may not be provided in the contract support system 100.

The contract log receiving unit 134 receives the contract log information 135a from the contract support device 102. The contract log storage unit 135 is a storage unit that stores the contract log information 135a received by the contract log reception unit 134.

Contract log information 135a is information associated with various information acquired regarding contracts that have not yet been concluded.

The contract log information 135a includes, for example, customer information and product type, and if necessary, includes first identity verification information, first test information, recognition level, unsuccessful information, and the like. The product type included in the contract log information 135a is a product type for which the customer is trying to conclude a contract, that is, a product related to the customer's request or a substitute product thereof.

The first identity verification information, the first test information, and the recognition level may be stored, for example, when the recognition level test is performed on the customer.

The unsuccessful information is information indicating that the contract has not been concluded with the customer, that is, the contract has been unsuccessful and completed.

If the contract is not concluded with the customer, for example, if the customer does not accept the contract with the alternative product, the customer does not accept the contract in the procedure based on the result of the recognition test. There are cases. In such a case, the unsuccessful information is set.

The contract information receiving unit 136 receives the contract information 137a from the contract support device 102. The contract storage unit 137 is a storage unit in which contract information 137a is stored.

<< Physical configuration of contract support system 100 >>
The contract support system 100 is physically composed of a contract terminal 101, a contract support device 102, a recognition test device 103, and a contract management device 104, which are physically connected via the network N. It should be noted that some or all of the functions provided by these devices may be physically integrated into a common device, or may be further divided into more devices.

The contract terminal 101 is physically, for example, a tablet PC (Personal Computer), a smartphone, or the like.

Specifically, for example, the contract terminal 101 physically includes a bus 1010, a processor 1020, a memory 1030, a storage device 1040, a user interface 1050, a network interface 1060, a camera 1070 microphone 1080, and a speaker 1090, as shown in FIG. Have.

The bus 1010 is a data transmission path for the processor 1020, the memory 1030, the storage device 1040, the user interface 1050, the network interface 1060, the camera 1070, the microphone 1080, and the speaker 1090 to transmit and receive data to each other. However, the method of connecting the processors 1020 and the like to each other is not limited to the bus connection.

The processor 1020 is a processor realized by a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), or the like.

The memory 1030 is a main storage device realized by a RAM (Random Access Memory) or the like.

The storage device 1040 is an auxiliary storage device realized by an HDD (Hard Disk Drive), an SSD (Solid State Drive), a memory card, a ROM (Read Only Memory), or the like. The storage device 1040 stores a program module for realizing each functional unit of the contract terminal 101. When the processor 1020 reads each of these program modules into the memory 1030 and executes them, each functional unit corresponding to the program module is realized.

The user interface 1050 is a touch panel, keyboard, mouse, etc. as an interface for the user to input information, and a liquid crystal panel, etc. as an interface for presenting information to the user.

The network interface 1060 is an interface for connecting the contract terminal 101 to the network N.

The camera 1070 takes an image and generates image information indicating the image. The microphone 1080 acquires voice and generates voice information indicating the voice.

Next, the contract support device 102, the recognition test device 103, and the contract management device 104 are physically, for example, general-purpose personal computers, and may have a common configuration.

More specifically, for example, these devices 102 (103, 104) physically have a bus 1110, a processor 1120, a memory 1130, a storage device 1140, a user interface 1150, and a network interface 1160, as shown in FIG.

These

physical components

1110, 1120, 1130, 1140, 1150 and 1160 correspond to the above-mentioned

physical components

1020, 1030, 1040, 1050 and 1060, respectively, in order. In order to avoid duplication of explanation, these detailed explanations are omitted.

The storage device 1140 stores a program module for realizing each functional unit of each device 102 (103, 104). When the processor 1120 reads each of these program modules into the memory 1130 and executes them, each functional unit corresponding to the program module is realized.

<< Operation of contract support system 100 >>
From here, the operation of the contract support system 100 will be described with reference to the drawings.

FIGS. 9A and 9B are flowcharts showing an example of the contract support process according to the present embodiment. The contract support process is started, for example, by a sales person logging in to the contract support device 102 through the contract terminal 101.

The request acquisition unit 106 acquires the customer's request output from the contract terminal 101 in response to the operation of the contract terminal 101 by the operator (step S101).

The request includes information for determining whether or not at least a part of the contract conditions included in the master information 107a is satisfied.

The operator is, for example, a sales person who operates after confirming customer information, customer's intention, etc. from the customer.

In this embodiment, the customer's date of birth is included in the request as information for determining whether or not the "age" included in the contract conditions is satisfied. The request may include the age of the customer. Further, in the present embodiment, other contract conditions such as recognition and health condition are not included in the request.

Although the health condition may be included in the request, the recognition level is usually not included in the request because the recognition level is obtained by performing the recognition level test.

The contract condition determination unit 108 refers to the request acquired in step S101 and the master information 107a, and determines whether or not the contract condition of the customer satisfies the contract condition associated with the product type of the product requested by the customer. Determination (step S102). The customer's contract terms are, for example, information contained in the customer's request.

When it is determined that the contract condition is satisfied (step S102; Yes), the normal contract unit 109 performs normal processing (step S103). In the normal processing according to the present embodiment, the processing is performed according to the contract procedure associated with the product type according to the customer's request in the master information 107a.

Specifically, the normal contract unit 109 causes the contract terminal 101 to display the screen specified in the contract procedure of the master information 107a, and sequentially inputs the information input for the items displayed on the screen from the contract terminal 101. get. By executing such step S103, the normal contract unit 109 acquires the contract information 137a from the contract terminal 101.

For example, if the product type of the product related to the customer's request is "A-1" or "A-2" and the age of the customer is less than 65 years old, the customer is determined to satisfy the contract condition.

When the contract conclusion instruction is acquired from the contract terminal 101, the normal contract unit 109 performs a contract conclusion process of transmitting the acquired contract information 137a to the contract management device 104 via the network N (step S104).

The contract conclusion instruction is an instruction to conclude a contract, and is transmitted from the contract terminal 101 to the contract support device 102, for example, based on the operation of the operator. The contract management device 104, which has acquired the contract information 137a by executing step S104, stores the contract information 137a in the contract storage unit 137. When step S104 is executed, the normal contract unit 109 ends the contract support process.

When it is determined that the customer does not satisfy the contract conditions (step S102; No), the substitute product extraction unit 110 extracts the substitute product of the product requested by the customer with reference to the master information 107a (step S105).

For example, if the product type of the product related to the customer's request is "A-1" and the age of the customer is 65 years or more and less than 70 years, it is determined that the customer does not satisfy the contract conditions. Then, in this case, the substitute product extraction unit 110 extracts the product "A-2" as the substitute product.

When the substitute product extraction unit 110 does not have the substitute product of the product related to the customer's request in the master information 107a (step S106; No), the substitute product extraction unit 110 ends the contract support process.

When the substitute product of the product according to the customer's request is in the master information 107a (step S016; Yes), the first test information acquisition unit 111 determines whether or not to carry out the recognition test (step S107).

Specifically, the first test information acquisition unit 111 determines according to the implementation confirmation information from the contract terminal 101. The implementation confirmation information is information indicating whether or not the customer permits the implementation of the recognition level test, and is transmitted from the contract terminal 101 to the contract support device 102 based on the operation of the operator.

In the above example, since the product "A-2" is extracted as a substitute product, the substitute product is in the master information 107a. Therefore, the first test information acquisition unit 111 acquires the implementation confirmation information and determines whether or not to execute the recognition level test based on the implementation confirmation information.

Although not shown, if the contract conditions associated with the product type of the alternative product in the master information 107a do not include the conditions related to recognition, the contract is made according to the contract procedure associated with the product type. It would be nice if the procedure could proceed. Further, in this case, whether or not the contract condition includes the condition relating to the degree of recognition may be determined by the first test information acquisition unit 111 referring to the master information 107a.

When the first test information acquisition unit 111 acquires the implementation confirmation information indicating that the customer does not permit, it determines that the recognition level test is not performed (step S107; No), and ends the contract support process.

When the first test information acquisition unit 111 acquires the implementation confirmation information indicating that the customer permits, it determines that the recognition test is to be performed (step S107; Yes), and acquires the first test information (step). S108).

The first test information includes, for example, image information showing a moving image including a customer's face taken by a camera of a contract terminal 101, and recorded voice information showing a customer's voice. The first test information further includes, for example, the customer's answer to the question item in the recognition test displayed on the contract terminal 101.

The image information and audio information included in the first test information are acquired, for example, through a moving image and a microphone 1080 obtained by photographing the contractor with the camera 1070 during the customer's answer to the question item of the recognition test. It may be voice information obtained by recording the voice of the contractor.

Further, in step S108, the first test information acquisition unit 111 also acquires the customer's first identity verification information before or after the recognition test is performed. By acquiring the first identity verification information, it can be confirmed that the recognition test was performed by the customer himself, so that it is possible to prevent fraud in which a person different from the customer takes the recognition test.

The first test information may include image information and audio information obtained by photographing and recording a situation in which the camera 1070 and the microphone 1080 of the contract terminal 101 talk with the customer for the contract of the product.

The first test information acquisition unit 111 uses the recognition test device for the first test information acquired in step S108 together with the test execution instruction based on the operator's operation and the first identity verification information acquired in step S108. It is transmitted to 103 (step S109).

As a result, the recognition test device 103 receives the test execution instruction and acquires the first identity verification information and the first test information. The recognition level test device 103 obtains the recognition level by inputting the information for the first test.

See FIG. 9B.
The first recognition degree acquisition unit 112 acquires the recognition degree obtained by the recognition degree test device 103 from the recognition degree test device 103 (step S110). The first recognition degree acquisition unit 112 stores the first recognition degree information in which the acquired recognition degree is associated with the first identity verification information and the first test information acquired in step S108 in the first recognition degree storage unit 113. do.

In the present embodiment, an example in which the first test information acquisition unit 111 acquires the first test information has been described in step S109.

However, in general, the selling entity of the product and the implementing entity of the recognition test may be different. In this case, since the contract support device 102 and the recognition test device 103 are normally managed by different entities, the first test information is not via the first test information acquisition unit 111, but is a contract terminal. It may be transmitted directly from 101 to the recognition test device 103.

Further, in this case, in order for the first recognition degree acquisition unit 112 to acquire the first recognition degree information in step S110, it is necessary to link the contract support device 102 and the recognition degree test device 103. This cooperation may be realized by using the function of the program module installed in the contract terminal 101. In addition, means such as e-mail and file transfer may be used for this cooperation.

The contract support unit 115 performs pre-conclusion contract support processing based on the recognition level acquired in step S110 (step S111).

In the pre-contract contract support process (step S111), the customer's awareness of the content of the product contract related to the customer's request and the procedure for concluding the contract are based on the awareness acquired in step S110. It is a process to proceed with the conclusion of the contract by changing the contents of the contract of the alternative product, which is the product corresponding to the above, and the procedure for concluding the contract.

The target of the change may be at least one of the contents of the contract and the procedure for concluding the contract.

In the pre-contract contract support process (step S111), as shown in FIGS. 10A and 10B in detail, the first retest reception unit 123 is used as a substitute product for the recognition level and master information 107a acquired in step S110. Based on the associated contract terms, it is determined whether or not the result obtained by the customer awareness test is doubtful as to whether or not the contract may be concluded in the mitigation procedure (step S121).

Specifically, for example, the first retest reception unit 123 refers to the contract conditions associated with the product type of the alternative product in the master information 107a, and is obtained by the customer recognition test acquired in step S110. Determine if the result is questionable. For example, the first retest reception unit 123 determines the customer's recognition level when the recognition level acquired in step S110 is within the range defined in advance with the reference value of the recognition level defined in the contract conditions. Determine that the results obtained by the test are suspicious.

For example, in the product "A-2" of the master information 107a shown in FIG. 3, the reference value is 80. For example, when the predetermined range of recognition is ± 5, the first retest reception unit 123 determines the recognition of the customer when the recognition acquired in step S110 is 75 or more and 85 or less. Judge that the result obtained by the degree test is doubtful.

If there is any doubt, for example, in addition to or instead of the case where the recognition level obtained by the recognition level test is near the reference value, the recognition level is based on the customer's age, health condition, living condition, etc. May be adopted when it is unlikely that the customer meets the criteria, or when the person who has taken the recognition test may not be the customer himself / herself.

If it is determined that the result obtained by the customer's recognition test is suspicious (step S121; No), the first retest reception unit 123 performs the recognition test based on the operation of the recognition confirmer. Accepts a retest instruction to the customer to carry out again (step S122). At this time, the recognition level confirmer considers whether or not the recognition level test has been carried out by the customer himself / herself in light of not only the judgment result by the first retest reception unit 123 but also the identity verification information and the like. It is advisable to perform an operation to give a retest instruction.

When the first retest reception unit 123 receives the retest instruction, the first test information acquisition unit 111 acquires the first test information in the same manner as in step S108 (step S123). Similar to S109, the first test information acquisition unit 111 transmits the first test information acquired in step S123 to the recognition test device 103 (step S124). Similar to step S110, the first recognition degree acquisition unit 112 acquires the recognition degree obtained by the recognition degree test device 103 from the recognition degree test device 103 (step S125).

If it is determined that the result obtained by the customer recognition test is not doubtful (step S121; Yes) and the retest instruction is not accepted, or after step S125, the function control unit 124 enters the mitigation procedure. It is determined whether or not to enable the function for making the corresponding contract (step S126).

Specifically, the function is when the retest instruction is not accepted, that is, when it is determined that there is no doubt about the result obtained by the customer's recognition test based on the recognition obtained in step S110. The control unit 124 determines that the function for making a contract according to the mitigation procedure is enabled. Further, based on the recognition level acquired in step S125, when the recognition level satisfies the contract condition of the alternative product, the function control unit 124 enables the function for making a contract according to the mitigation procedure. judge.

On the other hand, when the result of the retest of the recognition test acquired in step S125 does not satisfy the contract conditions of the alternative product, the function control unit 124 enables the function for making a contract according to the relaxation procedure. Judge not to.

Whether or not to enable the function of the contract support unit 115 is, for example, whether or not to display a button for enabling the function on the contract terminal 101, or whether or not to enable the button on the contract terminal 101. It is controlled by whether or not to let it.

If it is determined that the function for making a contract according to the mitigation procedure is not enabled (step S126; No), the contract processing unit 128 follows the strict procedure, which is the principle procedure of the substitute product, of the substitute product. A process for concluding a contract is performed (step S127).

Specifically, the contract processing unit 128 causes the contract terminal 101 to display a screen according to a strict procedure for concluding a contract for a substitute product, and displays the contract information 137a input accordingly on the contract terminal 101. Obtained from the network N via the network N. When the contract information 137a is acquired, the contract processing unit 128 stores the acquired contract information 137a in the contract storage unit 137, and notifies the contract support device 102 that the contract information 137a is stored via the network N.

When the contract processing unit 128 confirms the completion of the processing for storing the contract information 137a by receiving the notification that the contract information 137a is stored from the contract management device 104 (step S128), the contract processing unit 128 confirms the completion of the processing for storing the contract information 137a (step S128). S111) is terminated. Then, the contract processing unit 128 ends the contract support processing as shown in FIG. 9B.

When it is determined that the function for making a contract according to the relaxation procedure is enabled (step S126; Yes), the first consent reception unit 125 determines that the contracted product is an alternative product based on the operation of the operator. Accepting the customer's consent regarding the existence and the contract procedure of the contract (step S129).

The first change unit 124 changes the contract support target from the product related to the request acquired in step S101 to the substitute product extracted in step S105 (step S130). As a result, a substitute product is set for the product as a target of contract support, and a relaxation procedure is set for the contract procedure.

The intention confirmation unit 127 determines whether or not the contracted product is in line with the customer's intention based on the operation of the operator (step S131).

Based on the operation of the operator, for example, when receiving an instruction not to conclude a contract because it is not in line with the customer's intention, it is determined that the contract is not in line with the customer's intention (step S131; No), and the intention confirmation unit 127 ends the pre-conclusion contract support process (step S111). Then, the intention confirmation unit 127 ends the contract support process as shown in FIG. 9B.

When the information indicating that the customer's intention is in line is received in response to the operation of the operator, the intention confirmation unit 127 determines that the customer's intention is in line (step S131; Yes) and processes the contract. Unit 128 performs a process for concluding a contract for a substitute product according to the procedure changed in step S128, that is, the mitigation procedure (step S132).

Specifically, the contract processing unit 128 causes the contract terminal 101 to display a screen according to the relaxation procedure for concluding a contract for the alternative product, and displays the contract information 137a input accordingly from the contract terminal 101. Obtained via network N. When the contract information 137a is acquired, the contract processing unit 128 stores the acquired contract information 137a in the contract storage unit 137, and notifies the contract support device 102 that the contract information 137a is stored via the network N.

When the contract processing unit 128 confirms the completion of the processing for storing the contract information 137a by receiving the notification that the contract information 137a is stored from the contract management device 104 (step S133), the contract processing unit 128 confirms the completion of the processing for storing the contract information 137a (step S133). S111) is terminated. Then, the contract processing unit 128 ends the contract support processing as shown in FIG. 9B.

The recognition test by the same process as in steps S108 to S110 or steps S123 to S125 is performed again before and after the first change process (step S130) or before and after the contract conclusion process (step S132). May be good. At this time, the information for the first test may be acquired again, and the same information as in steps S108 to S110 or steps S123 to S125 may be adopted.

So far, we have explained the process of proceeding with the contract by appropriately changing at least one of the contract contents and the contract procedure for the product requested by the customer according to the customer's recognition level.

Generally, after concluding a sales contract for a product, the contractor's contract information is changed (for example, the contractor's address is changed, the product is used as collateral), or the contract is fulfilled (for example, money to the contractor). Payment) etc. may be made. In such cases, it is desirable to appropriately change the procedure according to the customer's awareness.

In this embodiment, the post-contract change process for changing the procedure according to the degree of recognition of the contractor will be described with reference to the figure, taking as an example the case of changing the contract information of the contractor.

FIG. 11 is a flowchart showing an example of the post-contract change process according to the present embodiment. The post-contract change process is started, for example, by a sales person logging in to the contract support device 102 through the contract terminal 101.

The contract change reception unit 116 receives the contract change request of the contractor output from the contract terminal 101 in response to the operation of the contract terminal 101 by the operator (step S201).

The contract change request includes the changed information such as the changed address and information on the secured loan for which collateral has been set.

The operator is, for example, a sales person who operates after confirming the contractor information, the intention of the contractor, etc. from the contractor.

The test necessity determination unit 117 determines whether or not it is necessary to confirm the degree of recognition of the contractor of the contract related to the contract change request based on the contract information 137a (step S202).

In detail, for example, the test necessity determination unit 117 determines whether or not it is necessary to confirm the recognition level based on the test execution flag included in the contract information 137a.

Whether or not it is necessary to confirm the degree of recognition may be determined by comparing the age of the contractor when the contractor requests the change of the contract information 137a with a predetermined standard. In this case, for example, if the age is older than the standard, it may be determined that the recognition level needs to be confirmed, and if the age is less than the standard level, it may be determined that the recognition level does not need to be confirmed.

When it is determined that it is not necessary to confirm the degree of recognition of the contractor (step S202; No), the normal change unit 118 performs a normal process of changing the contract information 137a according to the normal procedure (step S203), and changes after the contract. End the process.

When it is determined that it is necessary to confirm the degree of recognition of the contractor (step S202; Yes), the second test information acquisition unit 119 acquires the second test information (step S204).

The second test information may be acquired by the same process as in step S108.

Further, in step S204, the second test information acquisition unit 119 also acquires the contractor's second identity verification information before or after the recognition test is performed. By acquiring the second identity verification information, it can be confirmed that the recognition test was performed by the contractor himself, so that it is possible to prevent fraud in which a person different from the contractor takes the recognition test.

The second test information may include image information and audio information obtained by photographing and recording a situation in which the camera 1070 and the microphone 1080 of the contract terminal 101 talk with the contractor.

Similar to step S109, the second recognition acquisition unit 120 includes the test execution instruction based on the operation of the operator and the second identity verification information acquired in step S204, as well as the second test information acquired in step S204. Is transmitted to the recognition test device 103 (step S205).

As a result, the recognition test device 103 receives the test execution instruction and acquires the second identity verification information and the second test information. The recognition level test device 103 obtains the recognition level by inputting the information for the second test.

The second recognition degree acquisition unit 120 acquires the recognition degree of the contractor obtained by the recognition degree test device 103 from the recognition degree test device 103 (step S206). The second recognition degree acquisition unit 120 stores the second recognition degree information in which the acquired recognition degree is associated with the second identity verification information and the second test information acquired in step S204 in the second recognition degree storage unit 121. do.

In the present embodiment, an example in which the second test information acquisition unit 119 acquires the second test information has been described in step S204.

However, in the case where the selling entity of the product and the executing entity of the recognition test are different, the second test information is contracted without going through the second test information acquisition unit 119, as in the case of the first test information described above. It may be transmitted directly from the terminal 101 to the recognition test device 103.

Further, in this case, in order for the second recognition degree acquisition unit 120 to acquire the second recognition degree information in step S206, it is necessary to link the contract support device 102 and the recognition degree test device 103. This cooperation may be realized by using the function of the program module installed in the contract terminal 101. In addition, means such as e-mail and file transfer may be used for this cooperation.

The contract information changing unit 122 performs the contract information changing process according to an operation of the operator such as pressing a button displayed on the contract terminal 101 (step S207).

The contract information change process (step S207) is a process of changing the procedure for changing the contract information 137a related to the contract change request according to the degree of recognition of the contractor.

In the contract information change process (step S207), as shown in FIGS. 12A and 12B in detail, the second retest reception unit 129 uses the contract information in the mitigation procedure based on the recognition degree acquired in step S205. It is determined whether or not the result obtained by the customer's awareness test is doubtful as to whether or not 137a may be changed (step S211).

The judgment criteria here may be appropriately set as a criterion of recognition when changing the contract information 137a, and may be based on the contract conditions associated with the product type of the product related to the contract to be changed in the master information 107a. It may be a set standard of recognition.

The second retest reception unit 129 has doubts about the result obtained by the contractor's recognition test when the recognition acquired in step S204 is within the determination criteria and the predetermined range. Is determined.

For example, when 70 is set as the criterion for determining the degree of recognition in step S211 and the predetermined range for the degree of recognition is ± 5, the second retest reception unit 129 has the degree of recognition acquired in step S205. However, when it is 65 or more and 75 or less, it is determined that the result obtained by the contractor's recognition test is suspicious.

If it is determined that the result obtained by the contractor's recognition test is suspicious (step S211; No), the second retest reception unit 129 conducts the recognition test based on the operation of the recognition confirmer. The contractor receives a retest instruction to re-execute (step S212).

When the second retest reception unit 129 receives the retest instruction, the second test information acquisition unit 119 acquires the second test information in the same manner as in step S204 (step S213). The second test information acquisition unit 119 transmits the second test information acquired in step S213 to the recognition test device 103 (step S214), as in S205. Similar to step S206, the second recognition degree acquisition unit 120 acquires the recognition degree obtained by the recognition degree test device 103 from the recognition degree test device 103 (step S215).

If it is determined that there is no doubt about the result obtained by the contractor's recognition test (step S211; Yes) and the retest instruction is not accepted, or after step S215, the second consent reception unit 130 , It is determined whether or not the condition of the relaxation procedure for changing the contract information 137a is satisfied (step S216).

Specifically, when the retest instruction is not accepted, that is, when it is determined that there is no doubt about the result obtained by the contractor's recognition test based on the recognition obtained in step S205. The second consent reception unit 130 determines that the conditions of the mitigation procedure are satisfied. Further, based on the recognition level acquired in step S215, when the recognition level satisfies the contract condition of the alternative product, the second consent reception unit 130 determines that the condition of the relaxation procedure is satisfied.

On the other hand, when the result of the retest of the recognition test acquired in step S215 does not satisfy the same determination criteria as in step S211 for example, the second consent reception unit 130 satisfies the conditions of the relaxation procedure. It is determined that there is no such thing.

If it is determined that the conditions of the mitigation procedure are not satisfied (step S216; No), the contract change unit 132 obtains the contract information 137a according to a strict procedure which is a principle procedure for the contractor subject to the recognition test. A process for changing is performed (step S217).

Specifically, the contract change unit 132 displays a screen according to a strict procedure for changing the contract information 137a on the contract terminal 101, and uses the changed contract information 137a input accordingly for the contract. Obtained from the terminal 101 via the network N. When the contract change unit 132 acquires the changed contract information 137a, the contract information 137a is stored in the contract storage unit 137, and the contract support device 102 is notified via the network N that the contract information 137a is stored. do.

When the contract change unit 132 receives a notification from the contract management device 104 that the contract information 137a is stored and confirms the completion of the process for storing the contract information 137a, the contract change unit 132 ends the contract information change process (step S207). .. Then, as shown in FIG. 11, the contract change unit 132 ends the post-contract change process.

When it is determined that the conditions of the relaxation procedure are satisfied (step S216; Yes), the second consent receiving unit 130 accepts the consent to change the contract information 137a based on the operation of the operator (step S218). ..

The second change unit 124 changes the procedure for changing the contract information 137a of the contractor (step S219). As a result, the relaxation procedure is set in the procedure for changing the contract information 137a.

The contract change unit 132 performs a process for changing the contract information 137a according to the procedure changed in step S128, that is, the relaxation procedure (step S220).

Specifically, the contract change unit 132 displays a screen according to the relaxation procedure for changing the contract information 137a on the contract terminal 101, and displays the changed contract information 137a input accordingly on the contract terminal. Obtained from 101 via network N. When the contract change unit 132 acquires the changed contract information 137a, the contract information 137a is stored in the contract storage unit 137, and the contract support device 102 is notified via the network N that the contract information 137a is stored. do.

So far, one embodiment of the present invention has been described.

According to this embodiment, at least one of the predetermined contract contents and the procedure for concluding the contract for the product requested by the customer is changed according to the recognition of the customer. As a result, it is possible to provide the customer with an appropriate product according to the recognition level of the customer at the time of contract. Therefore, in the contract, it is possible to reduce the risk associated with the deterioration of cognitive function.

In addition, even if complicated procedures such as obtaining the consent of a family member or an agent are required to purchase the product requested by the customer, by proposing an alternative product, the procedure can be replaced with a simpler procedure. You can make a contract for the product. It is possible to purchase a product similar to the product originally requested by a relatively simple procedure. Therefore, the customer can purchase an appropriate product, and the business operator can reduce the chance of missing a sales opportunity.

According to the present embodiment, the recognition test is performed based on the information for the first test or the information for the second test, and these information are taken by recording how to answer the question in the recognition test. Includes at least one of information and audio information. This makes it possible to objectively estimate the degree of recognition of the customer or contractor at that time. Therefore, in the contract, it is possible to reduce the risk associated with the deterioration of cognitive function.

In addition, by keeping at least one of the shooting information and the voice information that record the answer to the question in the recognition test, it is possible to keep a record that the recognition test was performed correctly. .. Therefore, it is possible to reduce the risk of the business operator contracting with the customer whose recognition has decreased.

According to this embodiment, when the contract information is changed or the performance is performed according to the contents of the contract after the contract, the procedure for the change or performance is changed according to the recognition of the contractor. .. As a result, even after the contract, the contract information can be changed in consideration of the degree of recognition. At the same time, the procedure can be simplified to the extent possible. Therefore, in the contract, it is possible to improve convenience while reducing the risk associated with the deterioration of cognitive function.

The present invention is not limited to the one embodiment described so far, and may be modified as follows, for example.

<Modification 1>
In the embodiment, an example of changing at least one of a predetermined contract content and a procedure for concluding a contract for a product requested by the customer has been described according to the recognition level of the customer. Such changes may be made depending on the customer's awareness and health condition.

As shown in FIG. 13, the contract support device 202 according to the first modification further includes a health diagnosis information acquisition unit 238 in addition to the configuration provided in the contract support device 102 according to the embodiment. The health diagnosis information acquisition unit 238 acquires health diagnosis information indicating the result of the customer's health diagnosis. The health diagnosis information is, for example, information indicating an examination result or a diagnosis result in a hospital, or image information obtained by scanning or photographing a customer's health examination slip.

The contract support unit 115 according to this modification may change at least one of the contents of the contract predetermined for the product requested by the customer and the procedure for concluding the contract according to the health diagnosis information. That is, the contract support unit 115 according to this modification may change at least one of the contract contents and the procedure according to the recognition level and the health diagnosis information, and the contract contents and the contract contents according only to the health diagnosis information. You may change at least one of the procedures.

According to this modification, it is possible to provide the customer with an appropriate product according to the customer's recognition and health condition at the time of contract. Therefore, in the contract, it is possible to reduce the risk associated with the deterioration of cognitive function.

According to the present invention, at least one of the contents of a predetermined contract and the procedure for concluding a contract for a product requested by a customer is changed according to the degree of recognition of the customer. As a result, it is possible to provide the customer with an appropriate product according to the customer's presumed customer recognition at the time of contract. Therefore, in the contract, it is possible to reduce the risk associated with the deterioration of cognitive function.

<Modification 2>
In the embodiment, the contract support device 102 will be described by an example including the function control unit 124. However, the function control unit 124 does not have to be provided in the contract support device. This also makes it possible to reduce the risk associated with cognitive decline in the contract, as in the embodiment.

One or all means of the above embodiment may be described as in the following appendix, but is not limited to the following.

1. 1. For customers who wish to provide products, the first means of acquiring recognition, which indicates the degree of cognitive function, and
A contract support device including a contract support means for changing at least one of a predetermined contract content for a product requested by a customer and a procedure for concluding the contract according to the acquired recognition level.

2. 2. First test information acquisition means for acquiring first test information including at least one of image information obtained by photographing the customer's face and voice information obtained by recording the customer's voice. Further prepared,
The contract support device according to 1 above, wherein the recognition level of the customer is acquired by performing a predetermined recognition level based on the information for the first test.

3. 3. The contract according to 2 above, further comprising a recognition degree storage means for storing the recognition degree information in which the identity verification information acquired from the customer for identity verification, the test information, and the recognition degree is associated with each other. Support device.

4. A request acquisition means for acquiring the customer's request regarding the product, and
A contract condition determination means for determining whether or not the customer's contract conditions satisfy the predetermined contract conditions for the product acquired by the request acquisition means.
One of the above 1 to 3 further comprising an alternative product extraction means for extracting an alternative product to replace the product acquired by the request acquisition means when it is determined that the customer does not satisfy the contract conditions. The contract support device described.

5. The contract support means is
With respect to the contract of the alternative product extracted by the alternative product extraction means, the first consent acceptance means for reconfirming the customer's request and
When reconfirmed by the first consent receiving means, the contract support target includes the first changing means for changing the contract of the extracted alternative product from the product acquired by the request acquisition means. The contract support device according to any one of 1 to 4 above.

6. The contract support means is
The contract support device according to any one of 1 to 5 above, which includes a reconfirmation receiving means for reconfirming with a predetermined recognition level according to the customer's recognition level.

8. When the contract support means changes the procedure for concluding the contract, the display order of the plurality of screens displayed for the contract, the question for the plurality of screens to ask a question to the customer. The contract support device according to any one of 1 to 7 above, wherein at least one of the number of questions and the expression of the question when the screen is included is changed according to the acquired recognition level.

9. Further provided with a health diagnosis information acquisition means for acquiring health diagnosis information indicating the result of the customer's health diagnosis,
The contract support means sets at least one of the contents of a predetermined contract for the product requested by the customer and the procedure for concluding the contract according to the health diagnosis information acquired by the health diagnosis information acquisition means. The contract support device according to any one of 1 to 8 above.

10. Further provided with a function control means for controlling whether or not the function of the contract support means is enabled based on the acquired recognition level.
The contract support means, when the function is enabled by the function control means, provides at least one of the contents of a predetermined contract for the product requested by the customer and the procedure for concluding the contract. The contract support device according to any one of 1 to 9 above, which is changed according to the acquired recognition level.

11. The contract support device according to any one of 1 to 10 above, and
A contract support system including a recognition level test executing device that performs a recognition level test for acquiring the recognition level in response to a request from the contract support device.

12. 11. The contract support system according to 11 above, which is a terminal used for a contract with a customer and further includes a contract terminal having at least one of a camera, a microphone, and a speaker.

13. The computer
To obtain recognition that indicates the degree of cognitive function for customers who wish to provide products,
A contract support method including changing at least one of a predetermined contract content for a product requested by a customer and a procedure for concluding the contract according to the acquired recognition level.

14. On the computer
To obtain recognition that indicates the degree of cognitive function for customers who wish to provide products,
A program for executing at least one of a predetermined contract content and a procedure for concluding the contract for the product requested by the customer according to the acquired recognition level.

This application claims priority on the basis of Japanese Application Japanese Patent Application No. 2020-143858 filed on August 27, 2020, and incorporates all of its disclosures herein.

100 Contract support system 101

Contract terminal

102, 202, 302 Contract support device 103 Awareness test device 104 Contract management device 106 Request acquisition unit 107 Master information storage unit 107a Master information 108 Contract condition judgment unit 109 Normal contract unit 110 Substitute product extraction Unit 111 1st test information acquisition unit 112 1st recognition acquisition unit 113 1st awareness storage unit 115 Contract support unit 116 Contract change reception unit 117 Test necessity judgment unit 118 Normal change unit 119 2nd test information acquisition unit 120 Second awareness acquisition unit 121 Second awareness storage unit 122 Contract information change unit 123 First retest reception unit 124 Function control unit 125 First consent reception unit 126 First change unit 127 Intention confirmation unit 128 Contract Processing unit 129 Second retest reception unit 130 Second consent reception unit 131 Second change unit 132 Contract change unit 134 Contract log reception unit 135 Contract log storage unit 135a Contract log information 136 Contract information reception unit 137 Contract storage unit 137a Contract Information 238 Health Examination Information Acquisition Department

Claims

A recognition acquisition method for acquiring recognition that indicates the degree of cognitive function for customers who wish to provide products,
A contract support device including a contract support means for changing at least one of a predetermined contract content for a product requested by a customer and a procedure for concluding the contract according to the acquired recognition level.
Further provided with a test information acquisition means for acquiring test information including at least one of image information obtained by photographing the customer's face and audio information obtained by recording the customer's voice.
The contract support device according to claim 1, wherein the recognition of the customer is acquired by performing a predetermined recognition test based on the test information.
Claim 1 or 2 further includes a recognition degree storage means for storing recognition degree information in which the identity verification information acquired from the customer, the test information, and the recognition degree is associated with each other. The contract support device described.
A request acquisition means for acquiring the customer's request regarding the product, and
A contract condition determination means for determining whether or not the customer's contract conditions satisfy the predetermined contract conditions for the product acquired by the request acquisition means.
The item according to any one of claims 1 to 3, further comprising an alternative product extraction means for extracting an alternative product to replace the product acquired by the request acquisition means when it is determined that the contract conditions of the customer are not satisfied. The contract support device described.
The contract support means is
With respect to the contract of the alternative product extracted by the alternative product extraction means, the first consent acceptance means for reconfirming the customer's request and
When reconfirmed by the first consent receiving means, the target for contract support includes the first changing means for changing the contract of the extracted alternative product from the product acquired by the request acquisition means. The contract support device according to any one of claims 1 to 4.
The contract support means is
The contract support device according to any one of claims 1 to 5, which includes a reconfirmation receiving means for reconfirming with a predetermined recognition level according to the customer's recognition level.
When the contract support means changes the procedure for concluding the contract, the display order of the plurality of screens displayed for the contract, the question for the plurality of screens to ask a question to the customer. The contract support device according to any one of claims 1 to 6, wherein at least one of the number of questions and the expression of the question when the screen is included is changed according to the acquired recognition level.
Further provided with a health diagnosis information acquisition means for acquiring health diagnosis information indicating the result of the customer's health diagnosis,
The contract support means sets at least one of the contents of a predetermined contract for the product requested by the customer and the procedure for concluding the contract according to the health diagnosis information acquired by the health diagnosis information acquisition means. The contract support device according to any one of claims 1 to 7.
Further provided with a function control means for controlling whether or not the function of the contract support means is enabled based on the acquired recognition level.
The contract support means, when the function is enabled by the function control means, provides at least one of the contents of a predetermined contract for the product requested by the customer and the procedure for concluding the contract. The contract support device according to any one of claims 1 to 8, which is changed according to the acquired recognition level.
The contract support device according to any one of claims 1 to 9, and the contract support device.
A contract support system including a recognition level test executing device that performs a recognition level test for acquiring the recognition level in response to a request from the contract support device.
The computer
To obtain recognition that indicates the degree of cognitive function for customers who wish to provide products,
A contract support method including changing at least one of a predetermined contract content for a product requested by a customer and a procedure for concluding the contract according to the acquired recognition level.