Information processing systems, information processing methods, and programs

Abstract

Based on behavioral logs and customer attribute information of prospective customers, the system can generate and display talk scripts or strategy points tailored to each prospective customer for callers. [Solution] An information processing system comprising at least one control unit, the control unit acquires behavioral logs and customer attribute information relating to prospective customers, classifies prospective customers into segments based on the behavioral logs and customer attribute information, identifies information missing from prospective customers based on the difference between the customer group in which a success event occurred and the customer group in which a success event did not occur for the customer group belonging to the segment, determines appeal axes to supplement the missing information, generates a talk script for callers or strategy points for securing appointments based on the appeal axes, and displays the talk script or strategy points on a display unit in association with prospective customers.

Description

Technical Field

[0001] The present invention relates to an information processing system, an information processing method, and a program.

Background Art

[0002] In recent years, technologies have been proposed for generating various types of content used in sales approaches by utilizing generative AI.

[0003] For example, there has been proposed a technology for generating, by a generative AI, response information regarding content used in a sales approach for a product while referring to sales activity support information based on question information including product information, and providing the response information.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] However, in the prior art as described above, although it is possible to generate content used in a sales approach, it has not been sufficient to appropriately derive and display a talk script or a key point for approaching a potential customer based on the behavior log and customer attribute information regarding the potential customer.

[0006] Therefore, it has been difficult for the person in charge of making a phone call to appropriately conduct phone call correspondence while grasping the content of the appeal according to different interests or situations for each potential customer. Therefore, an object of the present invention is to provide an information processing system, an information processing method, and a program capable of deriving the content of the appeal for a potential customer based on the behavior log and customer attribute information regarding the potential customer, and generating and displaying a talk script or a key point for approaching the person in charge of making a phone call. [Means for solving the problem]

[0007] (1) An information processing system, Having at least one control unit, The control unit, We obtain behavioral logs and customer attribute information about prospective customers. Based on the aforementioned behavioral logs and customer attribute information, the prospective customers are classified into segments. Based on the analysis results of the difference between the customer group where the outcome event occurred and the customer group where the outcome event did not occur, with respect to the behavioral logs and customer attribute information of the prospective customer, the segment, and the customer group belonging to the segment, the missing information for the prospective customer is identified. Determine the appeal points to supplement the aforementioned missing information, The system generates instruction information including the aforementioned appeal axis, Based on the aforementioned instruction information, the script generation model generates a talk script for the caller and key strategies for securing appointments. The aforementioned talk script and the aforementioned key points are displayed on the display unit in association with the prospective customer. Information processing system. (2) In the information processing system described in (1), The aforementioned talk script includes at least one of the following: an opening greeting section, a listening section, an appeal section, a section for addressing anticipated objections, and a section for guiding the next action. Information processing system. (3) In the information processing system described in (1), The aforementioned strategy points are generated based on at least one of the following: content the prospective customer has not viewed, content they have responded to, opening timing, form completion status, and traffic source. Information processing system. (4) In the information processing system described in (1), The control unit, Based on the priority of information missing from the prospective customer, the customer attribute information, and the segment, For each of the aforementioned prospective customers, determine the recommended appeal order or recommended explanation order. In the aforementioned talk script, the topics are arranged in that order. Information processing system. (5) In the information processing system described in (1), The control unit, As features that can be obtained before the lead generation, generate the said guide points using at least the email opening rate, time until the first opening, number of transmissions until the first opening, time from the first inflow date to the next activity, and one or more of the sources of inflow. An information processing system. (6) In the information processing system according to (1), The script generation model is a natural language processing model, a language generation model, or a generative artificial intelligence model. An information processing system. (7) (1) In the information processing system according to the description, The instruction information includes the appeal axis and further includes at least one of the recommended appeal sequence or recommended explanation sequence for each prospective customer, the information missing for the prospective customer, and the customer attribute information. An information processing system. (8) In the information processing system according to (1), The control unit, The system generates explanatory information that includes at least one of the information missing from the prospective customer, the appeal axis, the differential feature information, the recommended content, the reason for determining the recommended appeal order or recommended explanation order, and the features used when generating the aforementioned talk script and the aforementioned key selling points, and displays the explanatory information. An information processing system. (9) In the information processing system according to (1), The display unit associates and displays the segment of the prospective customer, the shortage information, The aforementioned appeal axis , the talk script, and the guide points on the same screen. An information processing system. (10) An information processing method executed by an information processing system, A step of obtaining the behavior log and customer attribute information regarding the prospective customer, A step of classifying the prospective customer into segments based on the behavior log and the customer attribute information, A step of identifying information missing from the prospective customer based on the results of an analysis of the difference between the customer group where an outcome event occurred and the customer group where an outcome event did not occur, with respect to the behavioral logs and customer attribute information of the prospective customer, the segment, and the customer group belonging to the segment. A step of determining an appeal axis for supplementing the lacking information, A step of generating instruction information including the aforementioned appeal axis, Based on the aforementioned instruction information, the script generation model generates a talk script for callers and key strategies for securing appointments. A step of associating and displaying the talk script and the guide points on the display unit for the prospective customer, An information processing method including the above. (11) A computer, A program to function as an information processing system as described in any one of (1) through (9). [Effects of the Invention]

[0008] According to the present invention, based on behavioral logs and customer attribute information of prospective customers, it is possible to derive appeal content for the prospective customer and generate and display a talk script or key points for the person making the call. As a result, callers can more easily respond to calls while understanding the different interests and circumstances of each prospective customer, thereby improving the appropriateness of their responses in securing appointments. [Brief explanation of the drawing]

[0009] [Figure 1] Figure 1 shows an example of the system configuration of an information processing system. [Figure 2] Figure 2 shows an example of the hardware configuration of an information processing device. [Figure 3] Figure 3 shows an example of the hardware configuration of a terminal device. [Figure 4] Figure 4 is a block diagram showing an example of the functional configuration of an information processing device. [Figure 5] Figure 5 is a flowchart showing an example of the process for generating a talk script or strategy points. [Modes for carrying out the invention]

[0010] Embodiments of the present invention will be described below with reference to the drawings. The various features shown in the embodiments below (including modified examples; the same applies hereinafter) can be combined with each other.

[0011] <Embodiment 1> 1. System Configuration Figure 1 shows an example of the system configuration of the information processing system 1000 according to this embodiment. As shown in Figure 1, the information processing system 1000 includes, as a system configuration, an information processing device 100, a terminal device 110, an external marketing system 120, and a script generation system 130.

[0012] The information processing device 100, terminal device 110, external marketing system 120, and script generation system 130 are connected to each other via a network 150. The network 150 includes a WAN (Wide Area Network), a LAN (Local Area Network), and the Internet, or any combination thereof. The network 150 includes a wired network and a wireless network, or both.

[0013] The information processing system 1000 identifies information lacking in a prospective customer based on their behavioral logs and customer attribute information, determines appeals to compensate for that lack, generates talk scripts and key strategies for callers based on those appeals, and displays these talk scripts and key strategies in association with the prospective customer. This allows the system to present appropriate call response content for each prospective customer and support call activities aimed at securing appointments.

[0014] The information processing device 100 is a device that provides the main functions of the information processing system 1000 and corresponds to a device having a "control unit" in this disclosure. The information processing device 100 acquires behavioral logs and customer attribute information about prospective customers from the external marketing system 120, classifies prospective customers into segments based on the behavioral logs and customer attribute information, identifies missing information by referring to the difference analysis results for the customer groups belonging to the segments, determines the appeal axis, and generates a talk script and strategy points based on the appeal axis.

[0015] Furthermore, the information processing device 100 may generate explanatory information showing the reasons for generating the talk script and strategy points, and display this explanatory information together with the talk script and strategy points on the display unit of the terminal device 110. This allows the caller to handle calls while understanding the basis for the presented content.

[0016] Terminal device 110 is a device used by users of the information processing system 1000. Users of the information processing system 1000 include, for example, inside sales personnel, sales representatives, sales planning personnel, or sales managers. Through terminal device 110, users can select prospective customers, confirm segments, check missing information, confirm appeal points, view talk scripts, view key strategies, and view explanatory information.

[0017] The external marketing system 120 is an external system that manages data for each prospective customer, and is, for example, a marketing automation system, a customer management system, or a sales support system. The external marketing system 120 has an external database that holds behavioral logs and customer attribute information about prospective customers. The external database stores information such as web page browsing history, email delivery history, email open history, link click history, document download history, form submission history, online event participation history, traffic source information, and customer attribute information such as contact person's name, department, industry, job title, region, and company size.

[0018] The external marketing system 120 provides behavioral logs and customer attribute information in response to requests from the information processing device 100. Furthermore, the external marketing system 120 may also provide historical information indicating whether or not an outcome event was achieved, past call results, appointment acquisition history, conversation notes, or sales negotiation results.

[0019] Here, an outcome event is an event that indicates that a certain level of progress has been achieved in sales activities toward a prospective customer. Examples of outcome events may include successful phone call connection, successful conversation, agreement to call again, agreement to send materials, appointment setting, or conversion into a sales negotiation. An outcome event is not limited to one, but may consist of multiple stages defined by the system operator.

[0020] The script generation system 130 is a system that provides the function of generating talk scripts and key points based on the appeal axis. The script generation system 130 may include a script generation model. The information processing device 100 causes the script generation system 130 to perform a generation process based on the determined appeal axis, and obtains a talk script and key points for the caller. The script generation system 130 may be a separate system from the information processing device 100, or it may be integrated into the information processing device 100.

[0021] The script generation model is a model that generates talk scripts and strategy points based on the appeal axis or instruction information that includes the appeal axis. The script generation model may be, for example, a natural language processing model, a language generation model, or a generative artificial intelligence model, but is not limited to these. The information processing device 100 may also generate instruction information that includes the appeal axis and cause the script generation model to generate talk scripts and strategy points based on the instruction information.

[0022] Here, the information processing system described in the claims may consist of multiple devices or of one device. If the information processing system described in the claims consists of one device, an example of such device is an information processing device 100. If the information processing system described in the claims consists of multiple devices, an example of multiple devices is a configuration that includes at least some of the information processing device 100, a terminal device 110, an external marketing system 120, and a script generation system 130.

[0023] In Figure 1, for simplicity, one terminal device 110, one external marketing system 120, and one script generation system 130 are shown, but the number of each is not limited to one. For example, multiple terminal devices 110 may be connected to the information processing device 100, data may be acquired from multiple types of external marketing systems 120, or multiple script generation systems 130 may be used for different purposes.

[0024] Furthermore, the information processing system 1000 may have different configurations for the system that acquires behavioral logs and customer attribute information and the system that acquires the history of performance events. For example, customer attribute information may be acquired from a customer management system, behavioral logs from a marketing automation system, and the history of performance events from a sales support system.

[0025] 2. Hardware Configuration (1) Hardware configuration of the information processing device 100 Figure 2 shows an example of the hardware configuration of the information processing device 100. As shown in Figure 2, the information processing device 100 includes, as a hardware configuration, a control unit 210, a storage unit 220, a communication unit 230, and an internal bus 240. The control unit 210, the storage unit 220, and the communication unit 230 are electrically connected via the internal bus 240.

[0026] The control unit 210 includes at least one of the following: CPU (Central Processing Unit), MPU (Micro Processing Unit), SoC (System on Chip), FPGA (Field Programmable Gate Array), ASIC (Application Specific Integrated Circuit), GPU (Graphics Processing Unit), or a combination of at least two of these. It controls the entire information processing device 100 and executes various processes according to information input from other devices or information stored in the storage unit 220.

[0027] The storage unit 220 includes at least one of the following: HDD (Hard Disk Drive), ROM (Read Only Memory), RAM (Random Access Memory), SSD (Solid State Drive), or a combination of at least two of these, and stores a program and data used by the control unit 210 when executing processing based on the program.

[0028] Examples of data used by the control unit 210 when executing processing based on the program include identification information to identify prospective customers, behavioral logs obtained from the external marketing system 120, customer attribute information, segment information for each prospective customer, differential feature information, missing information, appeal axes, talk scripts, key selling points, recommended appeal order, explanatory information, screen data for display, and various thresholds or weight coefficients.

[0029] The storage unit 220 is an example of a computer-readable non-temporary recording medium (storage medium) on which a program is recorded. In this specification, the data used by the control unit 210 when executing processing based on the program is described as being stored in the storage unit 220, but it may also be stored in the storage unit of another device that can communicate with the information processing device 100. In other words, the data may be stored in the storage unit of any device as long as the control unit 210 can access and / or retrieve it.

[0030] The control unit 210 executes processing based on the program stored in the memory unit 220, thereby realizing the functional configuration of the information processing device 100 shown in Figure 4, which will be described later, and the processing of the flowchart shown in Figure 5, which will be described later.

[0031] The communication unit 230 is a communication interface that connects the information processing device 100 to the network 150 and mediates communication with other devices. The communication unit 230 can be implemented, for example, by a network interface card, LAN (Local Area Network) adapter, optical transceiver, etc., for wired communication, and / or by wireless communication modules such as Wi-Fi, Bluetooth®, 5G (5th generation mobile communication system), LTE (Long Term Evolution), NFC (Near Field Communication), etc., and circuits that control them.

[0032] Based on instructions from the control unit 210, the communication unit 230 performs data transmission and reception processing over the network 150 in accordance with a predetermined communication protocol, such as TCP (Transmission Control Protocol) / IP (Internet Protocol), UDP (User Datagram Protocol), HTTP (Hypertext Transfer Protocol), or HTTPS (Hypertext Transfer Protocol Secure).

[0033] Furthermore, the hardware configurations of the control unit 210, storage unit 220, and communication unit 230 are not limited to one. For example, the information processing device 100 may include multiple CPUs, multiple storage devices, or multiple communication interfaces.

[0034] (2) Hardware configuration of terminal device 110 Figure 3 shows an example of the hardware configuration of the terminal device 110. As shown in Figure 3, the terminal device 110 includes, as a hardware configuration, a control unit 310, a storage unit 320, an input / output unit 330, a communication unit 340, and an internal bus 350. The control unit 310, the storage unit 320, the input / output unit 330, and the communication unit 340 are electrically connected via the internal bus 350.

[0035] The control unit 310 includes at least one of the following: CPU (Central Processing Unit), MPU (Micro Processing Unit), SoC (System on Chip), FPGA (Field Programmable Gate Array), ASIC (Application Specific Integrated Circuit), GPU (Graphics Processing Unit), or a combination of at least two of these. It controls the entire terminal device 110 and performs various processes according to information input from the input / output unit 330 or other devices.

[0036] The storage unit 320 includes at least one of the following: HDD, ROM, RAM, SSD, etc., or at least two combinations thereof, and stores the program and data used by the control unit 310 when executing processing based on the program. The storage unit 320 is an example of a computer-readable non-temporary recording medium (storage medium) on which the program is recorded.

[0037] In this specification, the data used by the control unit 310 when executing processing based on a program is described as being stored in the storage unit 320, but it may also be stored in the storage unit of another device that can communicate with the terminal device 110. The data may be stored in the storage unit of any device as long as the control unit 310 can access and / or retrieve it.

[0038] The control unit 310 executes processing based on the program stored in the storage unit 320, thereby realizing display processing, input reception processing, viewing target switching processing, scrolling display processing, and screen transition processing in the terminal device 110.

[0039] The input / output unit 330 is a device that inputs information to the terminal device 110 in response to user operations, and also outputs information to the user. The input / output unit 330 receives operation inputs made by the user and transfers these operation inputs as command signals to the control unit 310 via the internal bus 350. Furthermore, the input / output unit 330 may output information as a graphical user interface (GUI) screen that can be operated by the user. Examples of the input / output unit 330 include a touch panel, a combination of a display device and an input device, a keyboard, a mouse, etc. In this specification, "display unit" is a concept that includes the display function unit of the input / output unit 330, and may include, for example, a display, a display area of ​​a touch panel, or a screen display unit realized by these.

[0040] The communication unit 340 is a communication interface that connects the terminal device 110 to the network 150 and mediates communication with other devices. The communication unit 340 can be implemented, for example, by a network interface card, LAN adapter, optical transceiver, etc. that realize wired communication, and / or by wireless communication modules such as Wi-Fi, Bluetooth®, 5G, LTE, NFC (Near Field Communication), etc. that realize wireless communication, and circuits that control them.

[0041] Based on instructions from the control unit 310, the communication unit 340 performs data transmission and reception processing over the network 150 in accordance with a predetermined communication protocol, such as TCP / IP, UDP, HTTP, or HTTPS.

[0042] In this specification, examples of terminal devices 110 include smartphones, tablet devices, and notebook personal computers, but terminal devices 110 are not limited to these and may also include desktop personal computers, thin client terminals, etc.

[0043] (3) Hardware configuration of the external marketing system 120 and the script generation system 130 Since the hardware configuration of the external marketing system 120 and the script generation system 130 is the same as that of the information processing device 100 described above, a detailed explanation will be omitted. That is, the external marketing system 120 and the script generation system 130 may be implemented by a computer configuration including a control unit, a storage unit, a communication unit, etc.

[0044] Furthermore, the control unit of the script generation system 130 may be equipped with a computing device such as a GPU (Graphics Processing Unit), TPU (Tensor Processing Unit), or NPU (Neural Processing Unit) in addition to, or instead of, the CPU, in order to execute inference processing by the script generation model at high speed.

[0045] 3. Functional Configuration Figure 4 is a block diagram showing an example of the functional configuration of the information processing device 100. As shown in Figure 4, the information processing device 100 includes, for example, an acquisition unit 401, a segment classification unit 402, a missing information identification unit 403, a difference analysis unit 404, an appeal axis determination unit 405, an instruction information generation unit 406, a script generation unit 407, a display control unit 408, an explanation information generation unit 409, a sequence determination unit 410, an external linkage unit 411, and a storage control unit 412. These functions may be realized by the control unit 210 executing a program stored in the storage unit 220.

[0046] The acquisition unit 401 acquires behavioral logs and customer attribute information about prospective customers from the external marketing system 120. Behavioral logs may include, for example, web page browsing history, email delivery history, email open history, link click history, document download history, form submission history, online event participation history, traffic source information, and past contact history. Customer attribute information may include, for example, contact person's name, department, industry, job title, region, company size, and past contact history.

[0047] The acquisition unit 401 may acquire behavioral logs and customer attribute information for each identification piece of information that identifies a prospective customer via the API of the external marketing system 120. Furthermore, the acquisition unit 401 may acquire label information indicating whether or not a success event occurred, call history, appointment acquisition history, etc. The information acquired by the acquisition unit 401 may be stored in the storage unit 220 via the storage control unit 412.

[0048] The segment classification unit 402 classifies prospective customers into multiple segments based on the behavioral logs and customer attribute information acquired by the acquisition unit 401. Segment classification may be based on at least one of the following: industry, job title, company size, browsing content trends, email response trends, form completion status, traffic source, or past contact stage.

[0049] The segment classification unit 402 may classify prospective customers using a rule-based method, or it may classify them using a statistical model or a machine learning model. For example, prospective customers who have viewed comparison materials and confirmed pricing information may be classified into the "comparison segment," and prospective customers who have viewed case studies and submitted a form may be classified into the "implementation consideration segment."

[0050] The missing information identification unit 403 identifies the information that the prospective customer is missing based on the behavioral logs and customer attribute information acquired by the acquisition unit 401. Missing information refers to information that the prospective customer has not yet acquired or understood in order to reach a success event, and may include things they understand, comparative judgment materials, or reassuring materials.

[0051] The missing information identification unit 403 may identify missing information based, for example, on content that prospective customers have not viewed, appeal items with low response rates, unanswered form items, missing explanatory information in the contact history, or information categories that have been determined to be important in the group where an outcome event occurred through differential analysis.

[0052] The difference analysis unit 404 analyzes the differences between the customer group in which the outcome event occurred and the customer group in which the outcome event did not occur. The difference analysis unit 404 may extract differences between the two customer groups regarding behavioral logs, customer attribute information, segment information, traffic source, response timing, etc.

[0053] The difference analysis unit 404 may, based on the results of the difference analysis, correct the identification of missing information by the missing information identification unit 403, or generate difference feature information used by the appeal axis determination unit 405 to determine the appeal axis. For example, it may extract content groups that are viewed frequently in the group where the outcome event is achieved, information categories that tend to be missing in the group where the event is not achieved, email opening timings that are characteristic of the group where the event is achieved, or traffic sources that are common in the group where the event is achieved, and reflect these differences in determining the missing information or the appeal axis.

[0054] The appeal axis determination unit 405 determines an appeal axis to supplement the missing information identified by the missing information identification unit 403. The appeal axis may be information that indicates aspects such as value, benefits, implementation effects, comparative advantages, case studies, reassurance, ease of implementation, or cost-effectiveness that should be explained in detail to prospective customers.

[0055] The appeal axis determination unit 405 may determine an appeal axis for each prospective customer, or it may determine an appeal axis for each segment based on the classification results of the segment classification unit 402. Alternatively, the appeal axis determination unit 405 may use the analysis results of the difference analysis unit 404 to preferentially determine an appeal axis corresponding to explanatory elements characteristic of the group in which the outcome event occurred.

[0056] The sequence determination unit 410 determines the recommended appeal order or recommended explanation order for each prospective customer. The sequence determination unit 410 may determine which topics to present first and which to present later based, for example, on the priority of appeal axes, the priority of missing information, customer attribute information, past contact stages, or the results of differential analysis.

[0057] The instruction information generation unit 406 generates instruction information that includes the appeal axis determined by the appeal axis determination unit 405, the recommended appeal sequence determined by the sequence determination unit 410, and, if necessary, missing information, customer attribute information, etc. The instruction information is used by the script generation unit 407 when generating the talk script and strategy points.

[0058] The script generation unit 407 generates a talk script and key strategies for callers based on the appeal axis determined by the appeal axis determination unit 405. The script generation unit 407 may generate the talk script and key strategies using a script generation model built into the information processing device 100, or it may send a generation request to the script generation system 130 via the external cooperation unit 411 and obtain the talk script and key strategies as a response.

[0059] The script generation unit 407 may generate a talk script that includes at least one of the following: an opening greeting section, a listening section, an appeal section, a section for handling anticipated objections, and a section for guiding the next action. For example, the opening greeting section may generate an introductory expression for making a call, the listening section may generate questions to confirm the prospective customer's current situation, the appeal section may generate an explanatory text corresponding to the appeal axis, the section for handling anticipated objections may generate example responses to reasons for rejection or concerns, and the section for guiding the next action may generate expressions that guide the customer to make another call or schedule a meeting. The script generation unit 407 may also generate the talk script by arranging each topic or component in the talk script according to the recommended appeal order or recommended explanation order determined by the order determination unit 410.

[0060] The script generation unit 407 may generate, for example, topics to prioritize, topics to avoid, content that is likely to elicit a response, recommended timing for making a call, points to consider when introducing a conversation depending on when the form is opened, the depth of explanation based on the form completion status, or interest estimation based on the source of traffic.

[0061] The explanatory information generation unit 409 generates explanatory information that shows the reasons for generating the talk script and key selling points. The explanatory information may include, for example, the missing information referenced, the appeal axis, the difference feature information, the recommended content, the reasons for determining the recommendation order, and the features used.

[0062] The display control unit 408 displays the talk script and key selling points on the display unit of the terminal device 110 (for example, the display function unit of the input / output unit 330) in association with the prospective customer. The display control unit 408 may display the segment, missing information, recommended appeal axis, talk script, key selling points, and explanatory information for each prospective customer on the screen of the terminal device 110.

[0063] The display control unit 408 may not only simply display the talk script and key selling points, but may also display them in association with attribute information, segments, missing information, appeal axes, explanatory information, etc., for each prospective customer. For example, the display control unit 408 may be configured to display the prospective customer's attribute information and segment in a predetermined area on the screen of the terminal device 110, to display missing information and appeal axes in another area, and to display the talk script and key selling points in yet another area.

[0064] Furthermore, the display control unit 408 may arrange multiple topic blocks in the talk script in the order they should be displayed, according to the recommended appeal order or recommended explanation order determined by the order determination unit 410. This allows the caller to visually understand in what order they should introduce the topics.

[0065] The display control unit 408 may display each piece of information in association with each other on the same screen. For example, the terminal device 110 may display the attribute information and segments of prospective customers in one area of ​​the screen, display missing information and recommended appeal axes in another area, display the talk script and key points in yet another area, and display explanatory information in yet another area.

[0066] The external linkage unit 411 performs linkage processing with the external marketing system 120 or the script generation system 130. The external linkage unit 411 may send and receive information acquisition requests from the acquisition unit 401, generation requests from the script generation unit 407, or acquisition requests for the history of success events, etc., in accordance with a predetermined communication protocol and API specifications.

[0067] The storage control unit 412 stores the behavioral logs and customer attribute information acquired by the acquisition unit 401, the classification results from the segment classification unit 402, the differential feature information from the differential analysis unit 404, the missing information identified by the missing information identification unit 403, the appeal axis determined by the appeal axis determination unit 405, the recommended appeal sequence determined by the sequence determination unit 410, the talk script and strategy points from the script generation unit 407, and the explanatory information generated by the explanatory information generation unit 409 in the storage unit 220, and reads them out as needed and provides them to each functional unit.

[0068] In Figure 4, for the sake of explanation, each function is shown as a separate functional block, but these functions do not need to be physically separate and may be implemented by one or more program modules. Furthermore, at least some of the functions of the information processing device 100 may be executed in cooperation with the terminal device 110, the external marketing system 120, or the script generation system 130.

[0069] 4. Information Processing (1) Overview of the process The acquisition unit 401 acquires behavioral logs and customer attribute information about prospective customers. The segment classification unit 402 classifies prospective customers into segments based on the acquired behavioral logs and customer attribute information. The difference analysis unit 404 analyzes the difference between the customer group in the segment where an outcome event occurred and the customer group where an outcome event did not occur. The missing information identification unit 403 identifies the information missing for prospective customers based on the difference analysis results. The appeal axis determination unit 405 determines the appeal axis to supplement the missing information. The sequence determination unit 410 determines the recommended appeal sequence or recommended explanation sequence based on the appeal axis. The instruction information generation unit 406 generates instruction information including the appeal axis and sequence. The script generation unit 407 generates a talk script and key points for the caller based on the instruction information. The explanation information generation unit 409 generates explanation information showing the reasons for generating the talk script and key points. The display control unit 408 displays the talk script, key points, and explanation information as needed on the display unit of the terminal device 110, associating them with the prospective customer.

[0070] Specifically, the acquisition unit 401 acquires behavioral logs for each prospective customer, such as web page browsing history, email open history, click history, document download history, form submission history, event participation history, and traffic source, as well as customer attribute information such as industry, job title, and company size. The segment classification unit 402 classifies prospective customers into segments based on the behavioral logs and customer attribute information. The difference analysis unit 404 extracts information categories or response characteristics that are likely to contribute to results from the difference between groups where outcome events occurred and groups where they did not occur within the same segment. The missing information identification unit 403 identifies missing information by comparing the information categories that the prospective customer has not contacted or has had a low response to with the difference analysis results. The appeal axis determination unit 405 determines appeal axes such as value proposition, implementation effects, comparative advantages, implementation examples, and cost-effectiveness, corresponding to the identified missing information. The order determination unit 410 determines the order in which these appeal axes are presented.

[0071] The instruction information generation unit 406 generates instruction information that includes appeal axes, order, prospect customer attribute information, segments, or recommended content. Based on the instruction information, the script generation unit 407 generates a talk script and key points for callers. The explanatory information generation unit 409 generates explanatory information that shows the reasons for generating the talk script and key selling points. The display control unit 408 displays the talk script, key selling points, explanatory information, segments, missing information, and appeal axis on the display unit of the terminal device 110, associating them with identification information that identifies prospective customers.

[0072] This process allows for the identification of appeal points that supplement the information lacking in a prospective customer, based on their behavioral logs and customer attribute information. It also enables the generation of talk scripts and key strategies based on these appeal points. As a result, callers can more easily make calls tailored to the prospective customer's situation.

[0073] Furthermore, by displaying the talk script and key points in relation to the prospect's segment, missing information, appeal points, and explanatory information, callers can handle calls while understanding the basis for the presented content.

[0074] (2) Details of the process Next, the details of the processing performed by the information processing device 100 will be described. Figure 5 is a flowchart showing an example of the talk script and strategy point generation process in this embodiment. This process is realized by the control unit 210 of the information processing device 100 executing a program stored in the storage unit 220. In the process shown in Figure 5, the following processes are executed sequentially: acquisition process (step S501), segment classification process (step S502), difference analysis process (step S503), missing information identification process (step S504), appeal axis determination process (step S505), sequence determination process (step S506), instruction information generation process (step S507), talk script and strategy point generation process (step S508), explanation information generation process (step S509), and display process (step S510).

[0075] First, the acquisition unit 401 acquires behavioral logs and customer attribute information related to the target prospective customer from the external marketing system 120 (step S501). Behavioral logs may include, for example, web page browsing history, email delivery history, email open history, link click history, document download history, form submission history, online event participation history, and traffic source information. Customer attribute information may include, for example, industry, company size, job title, department, location, and past contact history.

[0076] The acquisition unit 401, for example, specifies a customer ID or email address that identifies a prospective customer and calls the API of the external marketing system 120 to acquire behavioral logs and customer attribute information associated with that prospective customer. The acquired information is stored in the storage unit 220 via the storage control unit 412.

[0077] Next, the segment classification unit 402 classifies prospective customers into one of several segments based on the acquired behavioral logs and customer attribute information (step S502). For example, prospective customers may be classified into segments such as "information gathering segment," "comparison segment," and "implementation consideration segment" based on industry, job title, company size, type of content viewed, email response history, traffic source, and form completion status.

[0078] The segment classification process may be performed based on predefined classification rules, or it may be performed using a classification model that uses behavioral logs and customer attribute information as features. The segment classification unit 402 generates a segment identifier as a classification result and stores it in the storage unit 220 in association with the prospective customer.

[0079] Next, the difference analysis unit 404 analyzes the difference between the customer group in the segment where an outcome event occurred and the customer group where an outcome event did not occur (step S503). An outcome event may include, for example, a call connection, a conversation being established, an agreement to call again, an agreement to send materials, an appointment being secured, or a business deal being made.

[0080] The difference analysis unit 404, for example, refers to past customer data and calculates the frequency or average value of features derived from behavioral logs or customer attribute information for the group where the outcome event was successful and the group where it was not, and evaluates the differences between them. For example, it may extract materials with a high viewing rate in the successful group, content categories with a high response rate in the successful group, opening timings characteristic of the successful group, traffic sources that are common in the successful group, or the time from the short initial traffic date to the next activity in the successful group.

[0081] Next, the missing information identification unit 403 identifies the information that the prospective customer is missing based on the behavior log, customer attribute information, segment information, and differential analysis results (step S504). Missing information refers to information that the prospective customer has not yet acquired or understood in order to reach a success event, and may include, for example, an understanding of product functions, an understanding of cost-effectiveness, an understanding of implementation cases, or comparative information with other companies.

[0082] For example, if prospective customers have not viewed the comparison materials, and the difference analysis shows that the rate of viewing the comparison materials is high among the group that achieved the outcome event, the missing information identification unit 403 may identify "lack of comparison material" as missing information.

[0083] Next, the appeal axis determination unit 405 determines an appeal axis to supplement the missing information identified by the missing information identification unit 403 (step S505). The appeal axis may be from perspectives such as the value presented to prospective customers, the effects of implementation, comparative advantages, and case studies.

[0084] For example, if the missing information is "insufficient comparative data," the appeal axis may be determined to be "appealing comparative advantages," and if the missing information is "insufficient understanding of case studies," the appeal axis may be determined to be "appealing case studies." The appeal axis determination unit 405 may also adjust the priority of the appeal axes by considering segment information or customer attribute information.

[0085] Next, the sequence determination unit 410 determines the recommended sequence of appeals or recommended sequence of explanations for each prospective customer based on the appeal axis determined by the appeal axis determination unit 405 (step S506). For example, for prospective customers in the comparative evaluation stage, the sequence may be determined to start with an interview, then explain the comparative advantages, and then explain the case studies or cost-effectiveness.

[0086] The order determination unit 410 may score the presentation order of each topic based on the priority of customer attribute information, segment information, difference analysis results, and missing information. This allows the caller to clearly understand which explanation should be given first.

[0087] Next, the instruction information generation unit 406 generates instruction information including the determined appeal axis and the recommended appeal order or recommended explanation order (step S507). In addition to the appeal axis, the instruction information may also include prospective customer attribute information, affiliated segment, missing information, recommended content, conversation length conditions, writing style conditions, prohibited expression conditions, etc.

[0088] Next, the script generation unit 407 generates a talk script and strategy points for the caller based on the instruction information (step S508). The script generation unit 407 may generate the talk script and strategy points using a script generation model (for example, a generation AI model), or it may send instruction information to the script generation system 130 via the external cooperation unit 411 and receive the talk script and strategy points as a response.

[0089] The generated talk script may include, for example, at least one of the following: an opening greeting section, a listening section, an appeal section, a section for addressing anticipated objections, and a section for guiding the next action. The generated strategy points may include, for example, topics to prioritize, topics to avoid, content that is likely to elicit a response, recommended timing for calling, and points to keep in mind for securing an appointment.

[0090] Next, the explanatory information generation unit 409 generates explanatory information that shows the reasons for generating the talk script and key selling points (step S509). The explanatory information may include, for example, the missing information referenced, the appeal axis, the difference feature information, the recommended content, and the reasons for determining the recommended appeal order.

[0091] Next, the display control unit 408 displays the talk script, key selling points, and explanatory information as needed on the display unit of the terminal device 110, associating them with the prospective customer (step S510). The display control unit 408 may, for example, display the prospective customer segment, missing information, recommended selling points, talk script, key selling points, and explanatory information on the same screen in association with each other.

[0092] As an example of the difference analysis processing performed by the difference analysis unit 404, the difference analysis unit 404 may calculate the difference features by following the procedure below.

[0093] First, the difference analysis unit 404 obtains label information indicating whether or not a success event occurred for past prospective customer data, and based on this label information, divides the prospective customer group into two groups: a group where the success event occurred and a group where the success event did not occur.

[0094] Next, the difference analysis unit 404 generates multiple features for each prospective customer based on the behavioral log and customer attribute information. These features may include, for example, the following values: (a) Number of web page views within a specified period (b) Number of views of specific category pages (c) Number of emails opened or open rate (d) Time until first opening (e) Number of messages sent until the first open (f) Number of link clicks or click-through rate (g) Number of document downloads (h) Number of form submissions (i) Time between the first visit and the next activity (j) Source of inflow (k) Attribute features such as company size code, industry code, and job title code

[0095] The difference analysis unit 404 calculates statistical values ​​for each feature for both the group where the outcome event occurred and the group where the outcome event did not occur. Examples of statistical values ​​that may be calculated include the mean, median, frequency of occurrence, probability of occurrence, proportion, or distribution value.

[0096] Next, the difference analysis unit 404 calculates a difference index between the group where the outcome event occurred and the group where the outcome event did not occur. For example, one or more of the following can be used as the difference index. (a) Average difference (b) Ratio difference (c) Odds ratio (d) Correlation coefficient (e) Information gain (f) Statistical test value (e.g., t-test value or chi-squared value)

[0097] The difference analysis unit 404 calculates a difference score for each feature based on the calculated difference index. For example, if the probability of occurrence in the set group is P1 and the probability of occurrence in the set group is P0, the difference score S is calculated as follows: S = |P1 - P0| It can be calculated as follows.

[0098] Furthermore, the difference analysis unit 404 may apply a predetermined thresholding process or ranking process to the difference score. For example, it can extract features whose difference score is equal to or greater than a predetermined threshold, or select the top N features with the highest difference scores as difference features.

[0099] Furthermore, the difference analysis unit 404 may refer to the classification results by the segment classification unit 402 and perform difference analysis processing for each segment. In this case, the difference analysis unit 404 generates groups of successful and unsuccessful outcome events targeting only prospective customers belonging to each segment, and calculates difference features for each segment.

[0100] The difference analysis unit 404 generates difference feature information associated with the difference score as a result of the difference analysis, and stores the difference feature information in the storage unit 220. The difference feature information may include, for example, a feature identifier, a difference score, statistics for the group that is successful, statistics for the group that is not successful, and related content identification information.

[0101] The missing information identification unit 403 can refer to the differential feature information and identify content categories or information categories corresponding to features with high differential scores as information that is missing for prospective customers.

[0102] As an example of the missing information identification process by the missing information identification unit 403, the missing information identification unit 403 may identify the information missing for a prospective customer by following the procedure below.

[0103] First, the missing information identification unit 403 reads out the behavioral logs and customer attribute information acquired by the acquisition unit 401, the segment identifier assigned by the segment classification unit 402, and the differential feature information generated by the differential analysis unit 404 for the target prospective customer.

[0104] Next, the missing information identification unit 403 may generate a content contact status table to identify information that a prospective customer has already contacted and information that they have not yet contacted. The content contact status table may be, for example, a table that associates content identifier, content category, contact status, number of contacts, last contact date and time, contact method, and response status.

[0105] Next, the missing information identification unit 403 extracts content categories that prospective customers have not yet interacted with, or content categories that they have interacted with but whose response is below a predetermined standard, based on the content contact status table.

[0106] Furthermore, the missing information identification unit 403 refers to the difference feature information generated by the difference analysis unit 404 and extracts content categories or information categories with high difference scores in the group of successful outcome events.

[0107] The missing information identification unit 403 may compare the missing candidate categories with high-difference categories based on differential feature information, and determine the categories that match or have a predetermined degree of relevance as the information categories missing for prospective customers.

[0108] Furthermore, the missing information identification unit 403 may adjust the priority of missing information according to customer attribute information or segment information. For example, the cost-effectiveness category may be given higher priority for prospective customers belonging to management, and the function description category may be given higher priority for prospective customers belonging to field staff.

[0109] The information deficiency identification unit 403 may calculate a deficiency score for each candidate deficiency category. The deficiency score may be calculated, for example, as a weighted sum of (a) non-contact score, (b) difference score, (c) attribute fit score, and (d) segment fit score.

[0110] The missing information identification unit 403 may identify the category with the highest missing score as missing information, or it may identify multiple top categories as a group of missing information.

[0111] Next, as an example of the appeal axis determination process by the appeal axis determination unit 405, the appeal axis determination unit 405 may determine the appeal axis corresponding to the missing information by following the procedure below.

[0112] First, the appeal axis determination unit 405 reads the missing information data generated by the missing information identification unit 403 and refers to the candidate appeal axis information associated with each missing information category.

[0113] For example, for the category of "insufficient information for comparison," potential appeals could be made to "appealing comparative advantages" or "appealing competitive differences." Similarly, for the category of "insufficient understanding of case studies," potential appeals could be made to "appealing to case studies" or "appealing to the success of similar companies."

[0114] Next, the appeal axis determination unit 405 may calculate an appeal suitability score for each appeal axis candidate. The appeal suitability score may be calculated, for example, as a weighted sum of (a) deficiency score, (b) difference score, (c) customer attribute suitability, (d) segment suitability, and (e) recommended content presence.

[0115] The appeal axis determination unit 405 may rank each appeal axis candidate based on the calculated appeal suitability score and determine the appeal axis candidate with the highest score as the appeal axis for that prospective customer. Alternatively, it may combine multiple appeal axis candidates having scores above a predetermined threshold to determine a composite appeal axis.

[0116] Next, the order determination unit 410 may determine the order in which topics are placed in the talk script based on the determined appeal axis or combined appeal axis. For example, if comparative advantage appeal and cost-effectiveness appeal are combined, the order in which the hearing section is placed first, followed by an explanation of comparative advantage, and finally cost-effectiveness and guidance for the next action may be placed.

[0117] Next, the script generation unit 407 may refer to the appeal axis data and sequence information to generate a talk script and key points for the caller.

[0118] The display control unit 408 may display the generated talk script, key points, explanatory information, segments, missing information, and recommended appeal axes on the same screen in association with each other. This allows the caller to check the information necessary for handling calls on a single screen.

[0119] Through the above process, it is possible to identify missing information based on prospective customer behavior logs and customer attribute information, generate talk scripts and key strategies based on appeal axes that fill in the missing information, and further display and utilize these in conjunction with prospective customers.

[0120] The information processing device 100 acquires behavioral logs and customer attribute information of prospective customers, classifies the prospective customers into segments, identifies information missing from the prospective customer based on the differences among customer groups belonging to the segment, determines appeal axes to supplement the missing information, generates talk scripts and key points for callers based on the appeal axes, and displays these on the display unit of the terminal device 110 in association with the prospective customer. This makes it possible to present call response content tailored to the different interests or circumstances of each prospective customer, making it easier for callers to respond in order to secure an appointment.

[0121] The script generation unit 407 can generate a talk script that includes at least one of the following: an opening greeting section, a listening section, an appeal section, a section for handling anticipated objections, and a section for guiding the next action. This makes it possible to present practical conversation content that includes everything from the introduction of the call to the appeal, handling objections, and guiding the next action, making it easier for the caller to structure the flow of the conversation.

[0122] The script generation unit 407 can generate strategy points based on at least one of the following: content the prospective customer has not viewed, content they have responded to, opening timing, form completion status, and traffic source. This makes it possible to present points to note according to the prospective customer's information exposure status or interest trends, making it easier to understand topics to prioritize or points to note when making a call.

[0123] The sequence determination unit 410 determines a recommended appeal sequence or recommended explanation sequence for each prospective customer, and the script generation unit 407 can arrange the topics in the talk script according to that sequence. This makes it easier to develop topics according to the prospective customer's stage of consideration or areas of high interest, and makes it less likely for the caller to get confused about the order of explanations.

[0124] The script generation unit 407 can generate strategy points using at least one of the following features that can be obtained before making a call: email open rate, time to first open, number of emails sent until first open, time from the first inflow date to the next activity, and the inflow source. This makes it easier to estimate the response of prospective customers by utilizing behavioral trends that can be grasped at the stage before making a call, and improves the accuracy of preparation.

[0125] The script generation unit 407 can generate talk scripts and key strategies based on the appeal axis using a script generation model. This allows for the efficient generation of talk scripts and key strategies that are consistent with the appeal content, making it easier to flexibly present different call response content for each prospective customer.

[0126] The instruction information generation unit 406 generates instruction information including the appeal axis, and the script generation unit 407 can generate a talk script and key points based on the instruction information. This makes it easier to reflect not only the appeal axis but also sequential information, missing information, customer attribute information, and other conditions in the generation process, improving the consistency and ease of adjustment of the presented content.

[0127] The explanatory information generation unit 409 generates explanatory information showing the reasons for generating the talk script and key strategies, and the display control unit 408 can display this explanatory information. This allows the caller to use the presented talk script and key strategies while understanding the rationale behind them, thereby increasing their acceptance of the presented content.

[0128] The display control unit 408 can display prospective customer segments, missing information, recommended appeals, talk scripts, and key strategies on the same screen in an associated manner. This allows callers to check the information necessary for making calls in an integrated manner while minimizing screen switching, making it easier to make quick decisions and responses during calls.

[0129] (Variation 1) In this embodiment, an example of generating an entire talk script has been described, but the objects to be generated are not limited to this. The script generation unit 407 may generate multiple elements that constitute the talk script individually. For example, the script generation unit 407 may generate at least one of the following individually: the opening greeting section, the listening section, the appeal section, the anticipated objection response section, and the next action guidance section.

[0130] This modified version allows for flexible changes to the generation method for each component of the talk script, thereby increasing the flexibility to adjust the content of the phone call.

[0131] (Modification 2) In this embodiment, an example of generating key strategies as a single set of information has been described, but the invention is not limited to this. Key strategies may be generated by dividing them into at least one of the following: priority appeal points, topics to avoid, recommended calling times, anticipated counterarguments, recommended content suggestions, or candidates for the next action.

[0132] This modified version allows information to be organized and presented according to the perspectives required by the person making the calls, thereby improving the ease of handling calls.

[0133] (Variation 3) In this embodiment, an example of displaying on the same screen on the display unit of the terminal device 110 has been described, but it is not limited to this. The display control unit 408 may display on multiple screens, such as a prospective customer list screen, a details screen, a script screen, a strategy points screen, and an explanatory information screen.

[0134] This modified version allows for flexible changes to the display mode depending on the screen size or usage mode of the terminal device.

[0135] (Modification 4) In this embodiment, an example using a script generation model has been described, but it is not limited to this. The script generation unit 407 may generate talk scripts and strategy points using a template method, a rule-based method, a statistical language model, or the like.

[0136] This modified version allows for the selection of an appropriate generation method depending on the system environment, thereby improving processing stability.

[0137] (Variation 5) In this embodiment, an example of performing difference analysis for each segment has been described, but it is not limited to this. The difference analysis unit 404 may analyze the difference between the group where the outcome event occurred and the group where it did not occur, based on industry, job title, company size, source of inflow, or region.

[0138] This modified version allows for more precise differential analysis based on customer attributes, thereby improving the accuracy of identifying missing information and determining the key selling points.

[0139] (Experimental variation 6) In this embodiment, we have described an example in which email open rates and the like are used as features obtainable before making a call, but the invention is not limited to this. For generating strategy points, the time of document download, elapsed time after event participation, form input interruption history, or the most recent contact channel may also be used.

[0140] This modification allows for an expansion of the types of features available before making a call, thereby improving the validity of the target points.

[0141] (Example 7) In this embodiment, an example of generating a single talk script and a single strategy point has been described, but the script generation unit 407 may generate multiple candidate talk scripts and multiple candidate strategy points. The display control unit 408 may display the candidates in a manner selectable by the user.

[0142] This modified version allows callers to select the most suitable candidate according to their actual calling strategy, thereby increasing the flexibility of calling measures.

[0143] (Variation 8) In this embodiment, an example of displaying explanatory information has been described, but it is not limited to this. The explanatory information generation unit 409 may generate explanatory information that includes numerical information such as a difference score, a deficiency score, an appeal suitability score, or a reason for determining the recommendation order.

[0144] This modified version allows for a more detailed understanding of the rationale behind the creation of the talk script and key strategies, thereby improving user acceptance and explainability.

[0145] (Extreme variation 9) In this embodiment, the processing before making a call has been described, but the conversation results obtained after the call, the content of the counterarguments, whether an appointment was made or not, or the next contact date may be reacquired and reflected in the next difference analysis process, missing information identification process, appeal axis determination process, or script generation process.

[0146] This modified version allows for feedback-type call support processing that reflects past call results, thereby enabling continuous improvement of call strategies.

[0147] (Variation 10) This embodiment describes an example involving telephone calls, but is not limited to this. The talk script and key points may also be used for interactive sales activities such as online meetings, chat negotiations, or video calls.

[0148] This modified version allows for the implementation of sales support measures that support multiple communication channels, thereby expanding their applicability to the entire sales activity.

[0149] Although embodiments have been described above, these are presented as examples and are not intended to limit the scope of the invention. Novel embodiments can be implemented in various other forms, and various omissions, substitutions, and modifications can be made without departing from the spirit of the invention. The embodiments are included in the scope and spirit of the invention, as well as in the claims of the invention and its equivalents. [Explanation of symbols]

[0150] 100: Information Processing Device 110: Terminal device 120: External Marketing System 130: Script generation system : Script generation model 150: Network 210: Control Unit 220: Storage section 230: Communications Department 1000: Information Processing System

Claims

1. An information processing system, Having at least one control unit, The control unit, We obtain behavioral logs and customer attribute information about prospective customers. Based on the aforementioned behavioral logs and customer attribute information, the prospective customers are classified into segments. Based on the analysis results of the difference between the customer group where the outcome event occurred and the customer group where the outcome event did not occur, with respect to the behavioral logs and customer attribute information of the prospective customer, the segment, and the customer group belonging to the segment, the missing information for the prospective customer is identified. Determine the appeal points to supplement the aforementioned missing information, The system generates instruction information including the aforementioned appeal axis, Based on the aforementioned instruction information, the script generation model generates a talk script for the caller and key strategies for securing appointments. The aforementioned talk script and the aforementioned key points are displayed on the display unit in association with the prospective customer. Information processing system.

2. In the information processing system described in claim 1, The aforementioned talk script includes at least one of the following: an opening greeting section, a listening section, an appeal section, a section for addressing anticipated objections, and a section for guiding the next action. Information processing system.

3. In the information processing system described in claim 1, The aforementioned strategy points are generated based on at least one of the following: content the prospective customer has not viewed, content they have responded to, opening timing, form completion status, and traffic source. Information processing system.

4. In the information processing system described in claim 1, The control unit, Based on the priority of information missing for the prospective customer, the customer attribute information, and the segment, a recommended appeal order or recommended explanation order is determined for each prospective customer. In the aforementioned talk script, the topics are arranged in that order. Information processing system.

5. In the information processing system described in claim 1, The control unit, As features obtainable before making a call, at least one of the following is used to generate the aforementioned strategy points: email open rate, time to first open, number of emails sent to first open, time from the first inflow date to the next activity, and inflow source. Information processing system.

6. In the information processing system described in claim 1, The script generation model is a natural language processing model, a language generation model, or a generative artificial intelligence model. Information processing system.

7. In the information processing system described in claim 1, The instruction information includes the appeal axis and further includes at least one of the recommended appeal sequence or recommended explanation sequence for each prospective customer, the information missing for the prospective customer, and the customer attribute information. Information processing system.

8. In the information processing system described in claim 1, The control unit generates explanatory information that includes at least one of the information missing from the prospective customer that was referenced when generating the talk script and the key selling points, the appeal axis, the difference feature information, the recommended content, the reason for determining the recommended appeal order or recommended explanation order, and the features used, and displays the explanatory information. Information processing system.

9. In the information processing system described in claim 1, The display unit displays the prospective customer segment, missing information, appeal axis, talk script, and key points on the same screen in an associated manner. Information processing system.

10. An information processing method performed by an information processing system, The process involves obtaining behavioral logs and customer attribute information related to prospective customers, A step of classifying the prospective customers into segments based on the behavioral logs and customer attribute information, A step of identifying information missing from the prospective customer based on the results of an analysis of the difference between the customer group where an outcome event occurred and the customer group where an outcome event did not occur, with respect to the behavioral logs and customer attribute information of the prospective customer, the segment, and the customer group belonging to the segment. The process of determining the appeal points to supplement the aforementioned missing information, A step of generating instruction information including the aforementioned appeal axis, Based on the aforementioned instruction information, the script generation model generates a talk script for callers and key strategies for securing appointments. The process of displaying the aforementioned talk script and the aforementioned key points on the display unit in correspondence with the prospective customer, Information processing methods including

11. It is a program, A program for causing a computer to function as an information processing system according to any one of claims 1 to 9.

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