WO2022239181A1 - 顧客分類装置、顧客分類システム、顧客分類方法、及び、顧客分類プログラムが格納された記録媒体 - Google Patents
顧客分類装置、顧客分類システム、顧客分類方法、及び、顧客分類プログラムが格納された記録媒体 Download PDFInfo
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Definitions
- the present invention relates to a customer classification device, a customer classification system, a customer classification method, and a recording medium storing a customer classification program.
- customer classification also called segmentation or clustering
- factor analysis is performed for each group to identify purchase factors, and a technology that supports such analysis work is expected.
- Patent Document 1 discloses that sales information included in POS (Point Of Sale) data is linked to customer's personal information, and non-hierarchical clustering and hierarchical clustering of customer's A marketing device is disclosed that classifies customers into lifestyle groups. Furthermore, Patent Literature 1 discloses segmentation (classification) of customers using product domain knowledge and identification of purchase factors for each segment (group).
- Patent Document 2 discloses a customer analysis system that quantitatively evaluates a customer's purchase preference type and assists in designing a purchase preference type that has a high degree of agreement with the actual product purchase history.
- Patent Literatures 1 and 2 cannot segment customers if the characteristics (attributes) of the product cannot be grasped (there is no domain knowledge of the product), and furthermore, the customer cannot be segmented. It is also difficult to identify purchasing factors.
- the main purpose of the present invention is to make it possible to classify customers and identify purchasing factors even for products whose characteristics are not fully understood.
- a customer classification device comprises an acquisition means for acquiring customer attribute information about a customer, product attribute information about a product, and purchase history information representing a purchase history of the product by the customer; Estimating means for estimating factors of purchase of the product by the customer based on the attribute information, the product attribute information, and the purchase history information; and classification for classifying the customer into groups based on the purchase factors. means, and an output means for outputting the customer classification result.
- a customer classification method provides an information processing device that collects customer attribute information about a customer, product attribute information about a product, and purchase history of the product by the customer. and purchase history information representing the product, and based on the customer attribute information, the product attribute information, and the purchase history information, presuming the purchase factor of the product by the customer, and based on the purchase factor , classifying the customers into groups and outputting the classification result of the customers.
- a customer classification program includes customer attribute information about a customer, product attribute information about a product, and a purchase history representing a purchase history of the product by the customer.
- a classification process for classifying the customers into groups and an output process for outputting the classification results of the customers are executed by a computer.
- the present invention can also be implemented by a computer-readable, non-volatile recording medium storing such a customer classification program (computer program).
- the purchasing factors can be identified, so it is possible to contribute to the sales and development of products that meet the customer's needs.
- FIG. 4 is a flowchart showing an operation of generating an estimation model 150 (performing machine learning) by the customer classification device 10 according to the first embodiment of the present invention
- FIG. 3 is a diagram illustrating a manner in which the customer classification device 10 according to the first embodiment of the present invention displays customer classification results on the display screen 200 of the management terminal device 20;
- FIG. 2 is a diagram illustrating a manner in which the customer classification device 10 according to the first embodiment of the present invention displays details of attributes of individual customers on the display screen 200 of the management terminal device 20; 4 is a flow chart showing the operation of classifying customers into groups by the customer classification device 10 according to the first embodiment of the present invention. It is a block diagram which shows the structure of 10 A of customer classification systems based on the modification of the 1st Embodiment of this invention. It is a block diagram which shows the structure of the customer classification device 30 which concerns on the 2nd Embodiment of this invention.
- 1 is a block diagram showing the configuration of an information processing device 900 capable of implementing a customer classification device according to each embodiment of the present invention; FIG.
- FIG. 1 is a block diagram showing the configuration of a customer classification device 10 according to the first embodiment of the invention.
- the customer classification device 10 according to the present embodiment is a device that estimates the purchase factor of a customer purchasing a product and classifies the customer into groups based on the purchase factor.
- a management terminal device 20 is communicably connected to the customer classification device 10 .
- the management terminal device 20 is an example of a display device.
- the management terminal device 20 is used by the user who uses the customer classification device 10 to input information to the customer classification device 10 and to check information output from the customer classification device 10. Computers and other information processing devices.
- the management terminal device 20 is provided with a display screen 200 for displaying customer classification results and the like output from the customer classification device 10 .
- the customer classification device 10 includes an acquisition unit 11, an estimation unit 12, a classification unit 13, an output unit 14, and a model generation unit 15.
- the acquisition unit 11, the estimation unit 12, the classification unit 13, the output unit 14, and the model generation unit 15 are examples of acquisition means, estimation means, classification means, output means, and model generation means, respectively.
- the estimation unit 12 also includes a purchase estimation unit 121 and a purchase factor generation unit 122 .
- the purchase estimation unit 121 and the purchase factor generation unit 122 are examples of purchase estimation means and purchase factor generation means, respectively.
- the customer classification device 10 generates or updates the estimation model 150 shown in FIG. operation is explained. Next, the operation of classifying customers into groups using the generated or updated estimation model 150 by the customer classification device 10 will be described.
- the acquisition unit 11 acquires customer attribute information 101 and product attribute information 102 registered in, for example, an external computer device or database (not shown) as learning input information used to generate or update the estimation model 150. , and purchase history information 103 is acquired.
- the customer attribute information 101 is information representing the attributes of the learning target customer registered in the database or the like.
- the customer may be, for example, an individual (consumer) or an organization (organization) such as a company.
- the customer attribute information 101 includes at least one of age, gender, occupation, income, nationality, family composition, place of residence, body type, hobbies, tastes, behavior history, occupation, and position regarding individual customers. Occupations include, for example, white collar or blue collar.
- the family structure represents, for example, whether or not there is a cohabitant (whether or not the person lives alone), whether or not the person is married, whether or not the person has children, and the like.
- the body type represents, for example, whether the person is fat or thin.
- the customer attribute information 101 is related to the customer of the organization, for example, at least one of the type of organization, the number of years since its establishment, the type of business, the location of the head office and business office, the revenue, the capital, the number of employees, the activity history, and the type of business. including one.
- Types of organizations include, for example, private companies, public offices, and local governments.
- the type of business includes, for example, manufacturing or non-manufacturing.
- the number of employees includes, for example, the age structure of employees.
- the form of business includes, for example, whether the object of business is a business operator such as a company or a consumer.
- the items included in the customer attribute information 101 are not limited to the above items.
- the product attribute information 102 is information representing attributes related to learning target products registered in the database or the like.
- the product attribute information 102 includes, for example, at least one of product name, product identifier, type, quantity, price, performance, reliability, quality, appearance, manufacturer, seller, raw materials, and release date regarding the product. Items included in the product attribute information 102 are not limited to these.
- the purchase history information 103 is information representing the history of purchases of the product represented by the product attribute information 102 by the customer represented by the customer attribute information 101 .
- the purchase history information 103 includes information indicating whether or not the customer has purchased the product.
- the model generation unit 15 performs learning based on the customer attribute information 101 about the customer to be learned, the product attribute information 102 about the product to be learned, and the purchase history information 103 of the product by the customer, so that the estimated model 150 is generated or updated.
- the model generation unit 15 uses the purchase history information 103 as a label in learning, and is used when estimating whether or not the customer with the attribute indicated by the customer attribute information 101 will purchase the product with the attribute indicated by the product attribute information 102. Determine explanatory variables.
- the customer attribute information 101 indicates that a new business is under development for a certain customer
- the product attribute information 102 functions as AI (Artificial Intelligence) capable of predicting market trends for a certain product. It is assumed that It is assumed that the purchase history information 103 indicates that the customer purchased the product.
- the model generating unit 15 determines that the customer is developing a new business and the product is an AI capable of predicting market trends, as explanatory variables.
- the model generation unit 15 Based on the customer attribute information 101, the product attribute information 102, and the purchase history information 103, the model generation unit 15 generates or updates the estimation model 150 by generating or updating the criteria (rules) represented by the explanatory variables. do. For example, the model generation unit 15 determines whether the customer who is developing a new business has purchased an AI capable of predicting market trends. Update the estimation model 150 so that is increased.
- the customer attribute information 101 indicates that at least one of the reliability and performance of an information processing device is emphasized for a certain customer
- the product attribute information 102 indicates that at least one of the reliability and performance is important for a certain information processing device. It is assumed to represent high.
- the purchase history information 103 indicates that the customer has purchased the information processing apparatus.
- the model generator 15 determines that the customer attaches importance to at least one of the reliability and performance of the information processing device and that the information processing device has high reliability and/or performance as an explanatory variable.
- the model generation unit 15 determines whether the customer purchases the product as the number of cases where the customer who attaches importance to at least one of the reliability and performance of the information processing device purchases the information processing device having at least one of the high reliability and performance increases.
- the estimation model 150 is updated so that the contribution of the explanatory variable in the estimation of whether or not is increased.
- the acquisition unit 11 acquires customer attribute information 101, product attribute information 102, and purchase history information 103 regarding learning targets (step S101).
- the model generation unit 15 determines explanatory variables used when estimating whether or not the customer indicated by the customer attribute information 101 will purchase the product indicated by the product attribute information 102 (step S102).
- the model generation unit 15 Based on the acquired customer attribute information 101, product attribute information 102, and purchase history information 103, the model generation unit 15 generates or updates the estimation model 150 by generating or updating the criteria represented by the explanatory variables. (step S103), and the entire process ends.
- the acquisition unit 11 acquires customer attribute information 101 related to the customer and product attribute information 102 related to the product, which are used to estimate whether the target customer will purchase the target product. Note that the estimation target customer and product may overlap with the learning target customer and product described above.
- the purchase estimation unit 121 in the estimation unit 12 determines whether or not the estimation target customer will purchase the estimation target product based on the customer attribute information 101 and the product attribute information 102 acquired by the acquisition unit 11 and the estimation model 150. to estimate
- the purchase factor generating unit 122 in the estimating unit 12 generates an estimated reason for the estimation result by the purchase estimating unit 121 as a purchasing factor.
- the purchase factor generation unit 122 may generate purchase factors by using, for example, an existing deep learning attention mechanism (attention mechanism). That is, the estimation model 150 is a model using an attention mechanism.
- an existing deep learning attention mechanism attention mechanism
- the classification unit 13 classifies customers into groups based on the purchase factors generated by the purchase factor generation unit 122.
- the output unit 14 outputs the result of classifying the customers into groups by the classifying unit 13 to the management terminal device 20 .
- the management terminal device 20 displays the customer classification result input from the output unit 14 on the display screen 200 . If the customer classification device 10 has a display screen, the output unit 14 may display the classification result on the display screen of the customer classification device 10 .
- FIG. 3 is a diagram illustrating how the customer classification device 10 according to the present embodiment displays the customer classification result on the display screen 200 of the management terminal device 20. As shown in FIG.
- the classification unit 13 divides the information processing device to be purchased, for example, represented by the customer attribute information 101, into two types: a feature quantity indicating the degree of emphasis placed on reliability and a feature quantity indicating the degree of emphasis placed on performance. Categorize your customers in terms of metrics.
- the index for classification is not limited to the above as long as it is a value or feature amount indicating the customer attribute information 101 or a value or feature amount indicating the product attribute information 102 .
- the number of indices for classification is not limited to two.
- the output unit 14 outputs a graph (scatter diagram, distribution diagram) representing the customer classification result by the classification unit 13 .
- a graph scatter diagram, distribution diagram
- square, triangle, star, rhombus, and circular symbols represent individual customers.
- the classification unit 13 classifies customers into four groups, groups A to D. Then, the output unit 14 outputs a graph that displays the customers in different modes for each group to which they belong. That is, in the graph, the output unit 14 displays customers belonging to group A with square symbols, customers belonging to group B with triangular symbols, and customers belonging to group C with star symbols. , the customers belonging to group D are indicated by diamond-shaped symbols. The output unit 14 also displays customers who do not belong to any group with circular symbols. In the graph, the output unit 14 may display the customers in different colors for each group to which they belong.
- the output unit 14 may also output a graph including figures surrounding customers belonging to the same group.
- the output unit 14 represents curves representing individual regions of groups A to D in the graph.
- the customer classification device 10 that generates purchase factors when a customer purchases a product and classifies customers into groups based on the generated purchase factors will be described in detail. .
- the feature amount of the degree of emphasis on reliability and the feature amount of the degree of emphasis on performance are obtained from the results of a questionnaire survey of customers conducted at events such as exhibitions or on the Internet. It can be obtained from information representing available customer attributes.
- the degree of emphasizing reliability and the degree of emphasizing performance may be, for example, numerically self-evaluated values by customers in the questionnaire survey.
- the degree to which reliability is emphasized and the degree to which performance is emphasized may be values scored using predetermined calculation criteria based on, for example, the customer's industry or company size. For example, customers who are financial institutions such as banks or transportation facilities such as railway companies generally tend to place the greatest emphasis on reliability when introducing information processing equipment that controls social infrastructure. The degree of emphasizing reliability represented by the customer attribute information 101 on customers tends to be a high value. In addition, for example, customers such as universities and research institutes generally tend to place the highest priority on performance when introducing information processing equipment that performs scientific and technological calculations. The degree of emphasizing the performance to be delivered tends to be a high value.
- Group A illustrated in FIG. 3 represents a group of customers who attach importance to the performance of the information processing equipment they purchase and do not attach much importance to reliability.
- Group B represents a group of customers who do not attach much importance to the reliability and performance of the information processing apparatus.
- Group C represents a group of customers who attach importance to both reliability and performance of the information processing apparatus.
- Group D represents a group of customers who attach importance to reliability and not so much to performance regarding the information processing apparatus.
- the purchase estimation unit 121 in the estimation unit 12 uses the estimation model 150 to estimate whether a certain customer will purchase a certain information processing device (product).
- the purchase factor generation unit 122 in the estimation unit 12 selects a highly reliable information processing device because the customer attaches importance to reliability, and purchases a high performance information processing device because the customer attaches importance to performance. Generate a purchase factor indicating purchase.
- the classification unit 13 classifies individual customers based on the degree of emphasis on product reliability and the degree of emphasis on product reliability, which are customer attributes represented by the purchase factors generated by the purchase factor generation unit 122. are classified into one of groups A to D described above. At this time, the classification unit 13 may use, for example, a range of values representing the degree of importance placed on reliability and a criterion indicating a range of values representing the degree of importance placed on reliability.
- the output unit 14 displays the customer attribute information 101 about the specific customer. It is also possible to control the management terminal device 20 immediately. For example, as illustrated in FIG. 3, the output unit 14 performs an input operation of selecting a symbol of a certain customer belonging to group D on the display screen 200 (for example, moving the mouse cursor to the symbol representing the customer and clicking the mouse). operation), the management terminal device 20 is controlled to display that the identifier (for example, name) of the customer is "customer D001".
- FIG. 4 shows that when the management terminal device 20 receives an input operation to select a symbol of a specific customer among the customers in the graph displayed on the display screen 200, the management terminal device 20 is controlled by the output unit 14 to It is a figure which illustrates the aspect which displays the detail of the attribute of the said specific customer.
- the management terminal device 20 receives an input operation for selecting a symbol of any customer (customer A001) belonging to group A illustrated in FIG.
- the management terminal device 20 is controlled to display the bar graph on the display screen 200 .
- the bar graph illustrated in (a) of FIG. 4 represents the feature quantity of the degree of emphasis on the price of the product, in addition to the feature quantity of the degree of emphasis on the customer's reliability and performance.
- the management terminal device 20 when the management terminal device 20 receives an input operation for selecting a symbol of one of the customers (customer B001, customer C001, or customer D001) belonging to groups B to D illustrated in FIG. controls the management terminal device 20 to display the bar graphs illustrated in (b) to (d) of FIG.
- the graph illustrated in FIG. 4 is information that is used by the user of the customer classification device 10 in examining sales and development of products that match customers.
- the output unit 14 displays the customer selected by the input operation on the display screen 200 including the attributes indicated by the customer attribute information 101, which are not represented in the graph illustrated in FIG.
- the management terminal device 20 is controlled as follows.
- the output unit 14 may control the management terminal device 20 to display the characteristics of the customer attribute information 101 related to the groups displayed in the graph illustrated in FIG. More specifically, for example, the output unit 14 manages to display the average value of the values indicated by the customer attribute information 101 of the customers belonging to the group in a manner similar to the manner illustrated in FIG.
- the terminal device 20 should be controlled. That is, in this case, each bar graph illustrated in FIG. 4 does not represent the customer attribute information 101 related to a specific customer, but represents, for example, the average value of the values represented by the customer attribute information 101 related to customers belonging to the group for each group. show.
- the management terminal device 20 may display the graph illustrated in FIG. 4 on the display screen 200 in the same window as the window displaying the graph illustrated in FIG. can be
- the display mode of the customer classification results output by the output unit 14 is not limited to the modes illustrated in FIGS.
- the display mode of the customer classification result output by the output unit 14 may be, for example, a graph in a format different from that in FIGS. 3 and 4, or text.
- model generation unit 15 described above generates customer attribute information 101 and product attribute information 102 related to customers belonging to the group, and purchase history information 103 related to customers belonging to the group, based on the customer classification result by the classification unit 13.
- An inference model 150 representing the relationship may be generated or updated.
- the acquisition unit 11 acquires the customer attribute information 101 and product attribute information 102 regarding the estimation target (step S201).
- the purchase estimation unit 121 in the estimation unit 12 determines whether or not the estimation target customer will purchase the estimation target product based on the customer attribute information 101 and the product attribute information 102 acquired by the acquisition unit 11 and the estimation model 150. is estimated (step S202).
- the purchase factor generating unit 122 in the estimating unit 12 generates the reasons estimated by the purchase estimating unit 121 as purchasing factors by using the attention mechanism of deep learning (step S203).
- the classification unit 13 classifies customers into groups based on the customer attribute information 101 indicated by the purchase factors generated by the purchase factor generation unit 122 (step S204).
- the output unit 14 outputs the result of classifying the customers into groups by the classifying unit 13 to the management terminal device 20 (step S205), and the entire process ends.
- the customer classification device 10 can identify the purchasing factors even for products whose characteristics are not fully understood, so it can contribute to the sales and development of products tailored to customers. The reason for this is that the customer classification device 10 presumes the purchase factor for the customer to purchase the product based on the customer attribute information 101, the product attribute information 102, and the purchase history information 103, and identifies the customer based on the purchase factor. Because it classifies
- the customer classification device 10 includes an acquisition unit 11, an estimation unit 12, a classification unit 13, and an output unit 14. See FIGS. 1 to 5, for example. and operate as described above. That is, the acquisition unit 11 acquires customer attribute information 101 about the customer, product attribute information 102 about the product, and purchase history information 103 representing the purchase history of the product by the customer. Based on the customer attribute information 101, the product attribute information 102, and the purchase history information 103, the estimation unit 12 estimates the purchase factor of the product by the customer. The classification unit 13 classifies the customer into groups based on the purchase factor. Then, the output unit 14 outputs the classification result of the customer.
- the customer classification device 10 estimates purchase factors based on the attributes of the customer and the product, and the purchase history of the product by the customer, and classifies the customers based on the purchase factors. , the customer classification result reflects the characteristics of the product. Therefore, the customer classification device 10 can identify the purchasing factor for each customer group even for a product whose characteristics are not sufficiently grasped, so that it can contribute to the sales and development of products suitable for the customer.
- the customer classification device 10 outputs a graph showing the values of the customer attribute information 101 representing the customer classification results to the management terminal device 20, and in the graph, the customers are shown in FIG. are displayed in different manners for each group. Thereby, the customer classification device 10 can present the customer classification result to the user in an easy-to-understand manner.
- the customer classification device 10 when the customer classification device 10 according to the present embodiment receives an input operation for selecting a symbol of a specific customer among the customers displayed on the graph displayed on the display screen 200 by the management terminal device 20, the specified customer symbol is selected.
- the management terminal device 20 is controlled so as to display the customer attribute information 101 relating to the customer, for example, as exemplified in FIG.
- the customer classification device 10 can assist the user in efficiently considering the sale and development of products suited to the customer.
- the customer classification device 10 for example, as illustrated in FIG. to control the management terminal device 20 to display .
- the customer classification device 10 can assist the user in efficiently considering the sale and development of products suited to the customer.
- the functions realized by the customer classification device 10 according to the present embodiment described above may be realized by a system configured by a plurality of information processing devices.
- FIG. 7 is a block diagram showing the configuration of a customer classification system 10A according to a modified example of this embodiment.
- the functions of the customer classification system 10A are equivalent to those of the customer classification device 10 described above.
- the customer classification system 10A includes an acquisition device 11A, an estimation device 12A, a classification device 13A, an output device 14A, and a model generation device 15A, each of which is an information processing device.
- the acquisition device 11A, the estimation device 12A, the classification device 13A, the output device 14A, and the model generation device 15A are the acquisition unit 11, the estimation unit 12, the classification unit 13, the output unit 14, and the model generation unit 15 described above in this order. It has the same function as Acquisition device 11A, estimation device 12A, classification device 13A, output device 14A, and model generation device 15A are communicably connected to each other.
- the configuration of the customer classification system 10A is not limited to a configuration including information processing devices corresponding to individual components of the customer classification device 10.
- the customer classification system 10A may include, for example, multiple components of the customer classification device 10 as one information processing device.
- FIG. 7 is a block diagram showing the configuration of the customer classification device 30 according to the second embodiment of the invention.
- the customer classification device 30 includes an acquisition unit 31 , an estimation unit 32 , a classification unit 33 and an output unit 34 .
- the acquisition unit 31, the estimation unit 32, the classification unit 33, and the output unit 34 are examples of acquisition means, estimation means, classification means, and output means, respectively.
- the acquisition unit 31 acquires customer attribute information 301 about the customer, product attribute information 302 about the product, and purchase history information 303 representing the purchase history of the product by the customer.
- the customer attribute information 301 is, for example, information similar to the customer attribute information 101 according to the first embodiment.
- the product attribute information 302 is, for example, information similar to the product attribute information 102 according to the first embodiment.
- the purchase history information 303 is, for example, information similar to the purchase history information 103 according to the first embodiment.
- the acquisition unit 31 operates, for example, in the same manner as the acquisition unit 11 according to the first embodiment.
- the estimation unit 32 estimates the purchase factor 320 of the product by the customer.
- the estimation unit 32 has, for example, the same configuration as the purchase estimation unit 121 and the purchase factor generation unit 122 in the estimation unit 12 according to the first embodiment, and an estimation model equivalent to the estimation model 150 according to the first embodiment. is used to estimate purchase factors 320 .
- the classification unit 33 classifies the customer into groups 330 based on the purchase factors 320 .
- the classification unit 33 classifies the customer into a group 330 based on the customer attribute information 301 indicated by the purchase factor 320, for example, like the classification unit 13 according to the first embodiment.
- the output unit 34 outputs the classification result of the customer.
- the output unit 34 outputs, for example, the classification results of the modes illustrated in FIGS. 3 and 4 to a device such as the management terminal device 20, like the output unit 14 according to the first embodiment.
- the customer classification device 30 can identify the purchase factors even for products whose characteristics are not fully understood, so it can contribute to the sales and development of products tailored to customers.
- the reason for this is that the customer classification device 30 estimates purchase factors 320 for the customer to purchase products based on the customer attribute information 301, product attribute information 302, and purchase history information 303, and based on the purchase factors 320, the customer because it classifies
- Each unit in the customer classification device 10 shown in FIG. 1 or the customer classification device 30 shown in FIG. 7 in each of the above-described embodiments can be realized by a dedicated HW (HardWare) (electronic circuit).
- HW HardWare
- FIGS. 1 and 7 at least the following configuration can be regarded as a functional (processing) unit (software module) of the software program.
- FIG. 8 exemplarily illustrates the configuration of an information processing device 900 (computer system) capable of realizing the customer classification device 10 according to the first embodiment of the present invention or the customer classification device 30 according to the second embodiment of the present invention. It is a diagram. That is, FIG. 8 shows the configuration of at least one computer (information processing device) capable of implementing the customer classification devices 10 and 30 shown in FIGS. Represents a hardware environment.
- the information processing apparatus 900 shown in FIG. 8 includes the following components as components, but may not include some of the components below.
- CPU Central_Processing_Unit
- ROM Read_Only_Memory
- RAM Random_Access_Memory
- Hard disk storage device
- a reader/writer 908 capable of reading and writing data stored in a recording medium 907 such as a CD-ROM (Compact_Disc_Read_Only_Memory); - An input/output interface 909 such as a monitor, a speaker, and a keyboard.
- the information processing device 900 having the above components is a general computer in which these components are connected via a bus 906 .
- the information processing apparatus 900 may include a plurality of CPUs 901 or may include CPUs 901 configured by multi-cores.
- the information processing apparatus 900 may include a GPU (Graphical Processing Unit) (not shown) in addition to the CPU 901 .
- the present invention which has been described with the above-described embodiment as an example, supplies a computer program capable of realizing the following functions to the information processing apparatus 900 shown in FIG.
- the function is the above-described configuration in the block configuration diagrams (FIGS. 1 and 7) referred to in the description of the embodiment, or the function of the flow charts (FIGS. 2 and 5).
- the present invention is then achieved by reading the computer program to the CPU 901 of the hardware, interpreting it, and executing it.
- the computer program supplied to the apparatus may be stored in a readable/writable volatile memory (RAM 903) or a nonvolatile storage device such as ROM 902 or hard disk 904.
- the method of supplying the computer program to the hardware concerned can adopt a general procedure at present.
- the procedure includes, for example, a method of installing in the device via various recording media 907 such as a CD-ROM, and a method of downloading from the outside via a communication line such as the Internet.
- the present invention can be considered to be constituted by the code that constitutes the computer program or the recording medium 907 that stores the code.
- the output means outputs a graph representing the classification results to a display device, In the graph, the customers are displayed in different manners for each group, The customer classification device according to appendix 1.
- the graph includes figures surrounding the customers belonging to the same group, The customer classification device according to appendix 2 or appendix 3.
- the output means displays the customer attribute information related to the specific customer when the display device receives an input operation of selecting a symbol of a specific customer from among the symbols representing the customer displayed on the graph. do, The customer classification device according to any one of appendices 2 to 4.
- the output means displays features of the customer attribute information related to the group displayed on the graph.
- the customer classification device according to any one of appendices 2 to 5.
- the output means displays an average value of values indicated by the customer attribute information of the customers belonging to the group for each group.
- the customer classification device according to appendix 6.
- the customer attribute information is If the customer is an individual, at least one of the customer's age, gender, occupation, income, nationality, family structure, place of residence, body type, hobbies, preferences, behavior history, occupation, and position, If the customer is an organization, at least one of the type of customer, number of years since establishment, industry, location of headquarters and place of business, revenue, capital, number of employees, activity history, business form, The customer classification device according to any one of appendices 1 to 7.
- the product attribute information includes at least one of the product name, product identifier, type, quantity, price, performance, reliability, quality, appearance, manufacturer, seller, raw materials, and release date of the product.
- the customer classification device according to any one of appendices 1 to 8.
- the estimation means is purchase estimation means for estimating whether the customer will purchase the product based on an estimation model that has learned the relationship between the customer attribute information, the product attribute information, and the purchase history information; a purchase factor generation means for generating the reason estimated by the purchase estimation means as the purchase factor; comprising The customer classification device according to any one of appendices 1 to 9.
- Appendix 11 further comprising model generating means for generating the estimated model;
- the model generation means performs the estimation representing the relationship between the customer attribute information and the product attribute information regarding the customer belonging to the group and the purchase history information regarding the customer belonging to the group, based on the classification result. generate the model, 11.
- the customer classification device according to appendix 10.
- the estimated model is a model using an attention mechanism, 12.
- Appendix 15 an acquisition process for acquiring customer attribute information about a customer, product attribute information about a product, and purchase history information representing a purchase history of the product by the customer; an estimation process of estimating the purchase factors of the product by the customer based on the customer attribute information, the product attribute information, and the purchase history information; a classification process for classifying the customers into groups based on the purchase factors; an output process for outputting the customer classification result;
- a recording medium storing a customer classification program for causing a computer to execute
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Abstract
Description
図1は、本発明の第1の実施の形態に係る顧客分類装置10の構成を示すブロック図である。本実施形態に係る顧客分類装置10は、顧客が商品を購買した購買要因を推定し、その購買要因に基づいて顧客をグループに分類する装置である。
まず、本実施形態に係る顧客分類装置10が、ある属性の顧客がある属性の商品を購入するか否かを推定するための推定モデル150を機械学習によって生成あるいは更新する動作について説明する。
次に、本実施形態に係る顧客分類装置10が、上述の通りに生成あるいは更新した推定モデル150を用いて、顧客をグループに分類する動作について説明する。
図7は、本発明の第2の実施形態に係る顧客分類装置30の構成を示すブロック図である。顧客分類装置30は、取得部31、推定部32、分類部33、及び、出力部34を備える。但し、取得部31、推定部32、分類部33、及び、出力部34は、順に、取得手段、推定手段、分類手段、及び、出力手段の一例である。
上述した各実施形態において図1に示した顧客分類装置10、あるいは、図7に示した顧客分類装置30における各部は、専用のHW(HardWare)(電子回路)によって実現することができる。また、図1及び図7において、少なくとも、下記構成は、ソフトウェアプログラムの機能(処理)単位(ソフトウェアモジュール)と捉えることができる。
・取得部11及び31、
・推定部12及び32、
・購買推定部121、
・購買要因生成部122、
・分類部13及び33、
・出力部14及び34、
・モデル生成部15。
・CPU(Central_Processing_Unit)901、
・ROM(Read_Only_Memory)902、
・RAM(Random_Access_Memory)903、
・ハードディスク(記憶装置)904、
・外部装置との通信インタフェース905、
・バス906(通信線)、
・CD-ROM(Compact_Disc_Read_Only_Memory)等の記録媒体907に格納されたデータを読み書き可能なリーダライタ908、
・モニターやスピーカ、キーボード等の入出力インタフェース909。
顧客に関する顧客属性情報と、商品に関する商品属性情報と、前記顧客による前記商品の購買履歴を表す購買履歴情報と、を取得する取得手段と、
前記顧客属性情報と、前記商品属性情報と、前記購買履歴情報と、に基づいて、前記顧客による前記商品の購買要因を推定する推定手段と、
前記購買要因に基づいて、前記顧客をグループに分類する分類手段と、
前記顧客の分類結果を出力する出力手段と、
を備える顧客分類装置。
前記出力手段は、前記分類結果を表すグラフを表示装置に出力し、
前記グラフにおいて、前記顧客は、前記グループごとに互いに異なる態様で表示される、
付記1に記載の顧客分類装置。
前記グラフにおいて、前記顧客は、前記グループごとに互いに異なる形状あるいは色のシンボルにより表示される、
付記2に記載の顧客分類装置。
前記グラフは、同一の前記グループに属する前記顧客を囲む図形を含む、
付記2または付記3に記載の顧客分類装置。
前記出力手段は、前記表示装置が前記グラフに表示された前記顧客を示すシンボルのうちの特定の顧客のシンボルを選択する入力操作を受け付けた場合、前記特定の前記顧客に関する前記顧客属性情報を表示する、
付記2乃至付記4のいずれか一項に記載の顧客分類装置。
前記出力手段は、前記グラフに表示された前記グループに関する前記顧客属性情報の特徴を表示する、
付記2乃至付記5のいずれか一項に記載の顧客分類装置。
前記出力手段は、前記グループごとに、前記グループに属する前記顧客の前記顧客属性情報が示す値の平均値を表示する、
付記6に記載の顧客分類装置。
前記顧客属性情報は、
前記顧客が個人である場合、前記顧客の年齢、性別、職業、収入、国籍、家族構成、居住地、体型、趣味、嗜好、行動履歴、職種、役職の少なくとも一つを含み、
前記顧客が組織である場合、前記顧客の種別、設立してからの年数、業種、本社及び事業所の場所、収益、資本金、従業員数、活動履歴、ビジネスの形態の少なくとも一つを含む、
付記1乃至付記7のいずれか一項に記載の顧客分類装置。
前記商品属性情報は、前記商品の商品名、商品識別子、種別、量、価格、性能、信頼性、品質、外観、製造者、販売者、原材料、発売時期の少なくとも一つを含む、
付記1乃至付記8のいずれか一項に記載の顧客分類装置。
前記推定手段は、
前記顧客属性情報及び前記商品属性情報と、前記購買履歴情報と、の関係を学習した推定モデルに基づいて、前記顧客が前記商品を購買するか否かを推定する購買推定手段と、
前記購買推定手段による推定理由を、前記購買要因として生成する購買要因生成手段と、
を備える、
付記1乃至付記9のいずれか一項に記載の顧客分類装置。
前記推定モデルを生成するモデル生成手段をさらに備え、
前記モデル生成手段は、前記分類結果に基づいて、前記グループに属する前記顧客に関する前記顧客属性情報及び前記商品属性情報と、前記グループに属する前記顧客に関する前記購買履歴情報と、の関係を表す前記推定モデルを生成する、
付記10に記載の顧客分類装置。
前記推定モデルは、注意機構を用いたモデルである、
付記10または付記11に記載の顧客分類装置。
顧客に関する顧客属性情報と、商品に関する商品属性情報と、前記顧客による前記商品の購買履歴を表す購買履歴情報と、を取得する取得手段と、
前記顧客属性情報と、前記商品属性情報と、前記購買履歴情報と、に基づいて、前記顧客による前記商品の購買要因を推定する推定手段と、
前記購買要因に基づいて、前記顧客をグループに分類する分類手段と、
前記顧客の分類結果を出力する出力手段と、
を備える顧客分類システム。
情報処理装置によって、
顧客に関する顧客属性情報と、商品に関する商品属性情報と、前記顧客による前記商品の購買履歴を表す購買履歴情報と、を取得し、
前記顧客属性情報と、前記商品属性情報と、前記購買履歴情報と、に基づいて、前記顧客による前記商品の購買要因を推定し、
前記購買要因に基づいて、前記顧客をグループに分類し、
前記顧客の分類結果を出力する、
顧客分類方法。
顧客に関する顧客属性情報と、商品に関する商品属性情報と、前記顧客による前記商品の購買履歴を表す購買履歴情報と、を取得する取得処理と、
前記顧客属性情報と、前記商品属性情報と、前記購買履歴情報と、に基づいて、前記顧客による前記商品の購買要因を推定する推定処理と、
前記購買要因に基づいて、前記顧客をグループに分類する分類処理と、
前記顧客の分類結果を出力する出力処理と、
をコンピュータに実行させるための顧客分類プログラムが格納された記録媒体。
10A 顧客分類システム
101 顧客属性情報
102 商品属性情報
103 購買履歴情報
11 取得部
11A 取得装置
12 推定部
12A 推定装置
121 購買推定部
122 購買要因生成部
13 分類部
13A 分類装置
14 出力部
14A 出力装置
15 モデル生成部
150 推定モデル
15A モデル生成装置
20 管理端末装置
200 表示画面
30 顧客分類装置
301 顧客属性情報
302 商品属性情報
303 購買履歴情報
31 取得部
32 推定部
320 購買要因
33 分類部
330 グループ
34 出力部
900 情報処理装置
901 CPU
902 ROM
903 RAM
904 ハードディスク(記憶装置)
905 通信インタフェース
906 バス
907 記録媒体
908 リーダライタ
909 入出力インタフェース
Claims (15)
- 顧客に関する顧客属性情報と、商品に関する商品属性情報と、前記顧客による前記商品の購買履歴を表す購買履歴情報と、を取得する取得手段と、
前記顧客属性情報と、前記商品属性情報と、前記購買履歴情報と、に基づいて、前記顧客による前記商品の購買要因を推定する推定手段と、
前記購買要因に基づいて、前記顧客をグループに分類する分類手段と、
前記顧客の分類結果を出力する出力手段と、
を備える顧客分類装置。 - 前記出力手段は、前記分類結果を表すグラフを表示装置に出力し、
前記グラフにおいて、前記顧客は、前記グループごとに互いに異なる態様で表示される、
請求項1に記載の顧客分類装置。 - 前記グラフにおいて、前記顧客は、前記グループごとに互いに異なる形状あるいは色のシンボルにより表示される、
請求項2に記載の顧客分類装置。 - 前記グラフは、同一の前記グループに属する前記顧客を囲む図形を含む、
請求項2または請求項3に記載の顧客分類装置。 - 前記出力手段は、前記表示装置が前記グラフに表示された前記顧客を示すシンボルのうちの特定の前記顧客のシンボルを選択する入力操作を受け付けた場合、前記特定の前記顧客に関する前記顧客属性情報を表示する、
請求項2乃至請求項4のいずれか一項に記載の顧客分類装置。 - 前記出力手段は、前記グラフに表示された前記グループに関する前記顧客属性情報の特徴を表示する、
請求項2乃至請求項5のいずれか一項に記載の顧客分類装置。 - 前記出力手段は、前記グループごとに、前記グループに属する前記顧客の前記顧客属性情報が示す値の平均値を表示する、
請求項6に記載の顧客分類装置。 - 前記顧客属性情報は、
前記顧客が個人である場合、前記顧客の年齢、性別、職業、収入、国籍、家族構成、居住地、体型、趣味、嗜好、行動履歴、職種、役職の少なくとも一つを含み、
前記顧客が組織である場合、前記顧客の種別、設立してからの年数、業種、本社及び事業所の場所、収益、資本金、従業員数、活動履歴、ビジネスの形態の少なくとも一つを含む、
請求項1乃至請求項7のいずれか一項に記載の顧客分類装置。 - 前記商品属性情報は、前記商品の商品名、商品識別子、種別、量、価格、性能、信頼性、品質、外観、製造者、販売者、原材料、発売時期の少なくとも一つを含む、
請求項1乃至請求項8のいずれか一項に記載の顧客分類装置。 - 前記推定手段は、
前記顧客属性情報及び前記商品属性情報と、前記購買履歴情報と、の関係を学習した推定モデルに基づいて、前記顧客が前記商品を購買するか否かを推定する購買推定手段と、
前記購買推定手段による推定理由を、前記購買要因として生成する購買要因生成手段と、
を備える、
請求項1乃至請求項9のいずれか一項に記載の顧客分類装置。 - 前記推定モデルを生成するモデル生成手段をさらに備え、
前記モデル生成手段は、前記分類結果に基づいて、前記グループに属する前記顧客に関する前記顧客属性情報及び前記商品属性情報と、前記グループに属する前記顧客に関する前記購買履歴情報と、の関係を表す前記推定モデルを生成する、
請求項10に記載の顧客分類装置。 - 前記推定モデルは、注意機構を用いたモデルである、
請求項10または請求項11に記載の顧客分類装置。 - 顧客に関する顧客属性情報と、商品に関する商品属性情報と、前記顧客による前記商品の購買履歴を表す購買履歴情報と、を取得する取得手段と、
前記顧客属性情報と、前記商品属性情報と、前記購買履歴情報と、に基づいて、前記顧客による前記商品の購買要因を推定する推定手段と、
前記購買要因に基づいて、前記顧客をグループに分類する分類手段と、
前記顧客の分類結果を出力する出力手段と、
を備える顧客分類システム。 - 情報処理装置によって、
顧客に関する顧客属性情報と、商品に関する商品属性情報と、前記顧客による前記商品の購買履歴を表す購買履歴情報と、を取得し、
前記顧客属性情報と、前記商品属性情報と、前記購買履歴情報と、に基づいて、前記顧客による前記商品の購買要因を推定し、
前記購買要因に基づいて、前記顧客をグループに分類し、
前記顧客の分類結果を出力する、
顧客分類方法。 - 顧客に関する顧客属性情報と、商品に関する商品属性情報と、前記顧客による前記商品の購買履歴を表す購買履歴情報と、を取得する取得処理と、
前記顧客属性情報と、前記商品属性情報と、前記購買履歴情報と、に基づいて、前記顧客による前記商品の購買要因を推定する推定処理と、
前記購買要因に基づいて、前記顧客をグループに分類する分類処理と、
前記顧客の分類結果を出力する出力処理と、
をコンピュータに実行させるための顧客分類プログラムが格納された記録媒体。
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