Purchase change support method

Abstract

The present invention addresses the problem of improving a repurchase support technique for a product. The exchange support method executed by the information processing apparatus includes the steps of: acquiring customer attribute information at a point of purchase of a product; according to the customer attribute information, determining an estimated purchase changing period and purchase changing candidates; and prompting the purchase change candidates during the estimated purchase change period.

Description

Technical Field

[0001] This invention relates to a product trade-in support method. Background Technology

[0002] Previously, techniques for analyzing conversations related to products were known. For example, Patent Document 1 discloses a dialogue analysis system that checks whether a salesperson has explained matters that should be explained and whether matters that should not be explained have not been explained during a conversation with a customer.

[0003] Patent Document 1: Japanese Patent Application Publication No. 2019-28910 Summary of the Invention

[0004] Patent Document 1 illustrates a technique for analyzing negotiation content using machine learning; however, the necessity of considering future customer upgrades has not been adequately studied to date. Therefore, there is room for improvement in the product's upgrade support technology.

[0005] In view of this situation, the purpose of the present invention is to improve the product trade-in support technology.

[0006] One embodiment of the present invention relates to a trade-in support method executed by an information processing device, which includes the following steps: obtaining customer attribute information at the time of product purchase; determining an estimated trade-in period and trade-in candidates based on the customer attribute information; and prompting the trade-in candidates during the estimated trade-in period.

[0007] Invention Effects

[0008] According to one embodiment of the present invention, the technology for supporting product trade-ins is improved. Attached Figure Description

[0009] Figure 1 This is a block diagram illustrating the general structure of the system involved in this embodiment.

[0010] Figure 2 It is a flowchart illustrating the operation of an information processing device. Detailed Implementation

[0011] The embodiments of the present invention will be described below. (See references) Figure 1 The overview and structure of System 1 according to this embodiment will be described. System 1 according to this embodiment includes an information processing device 10 and a terminal device 20. The information processing device 10 is, for example, a server device installed in a data center. The terminal device 20 is any device used by users such as staff members conducting negotiations. These devices are communicatively connected via a network 30 such as the Internet. Furthermore, in Figure 1In the figure, one information processing device 10 and one terminal device 20 are shown, but the system 1 may also have multiple of these devices.

[0012] First, a general overview of this embodiment will be provided; detailed explanations will follow. The trade-in support method described in this embodiment is executed by the information processing device 10. The information processing device 10 acquires customer attribute information at the time of product purchase. Furthermore, based on the customer attribute information, the information processing device 10 determines an estimated trade-in period and trade-in candidates. Then, the information processing device 10 prompts for trade-in candidates at the estimated trade-in period.

[0013] Thus, according to this embodiment, the information processing device 10 acquires customer attribute information at the time of product purchase, determines an estimated replacement period and replacement candidates based on the customer attribute information, and prompts the replacement candidates at the estimated replacement period. Therefore, from the viewpoint of prompting the replacement candidates corresponding to the customer attribute information at an appropriate time, the product replacement support technology is improved.

[0014] Next, the structures of the information processing device 10 and the terminal device 20 will be described in detail.

[0015] like Figure 1As shown, the information processing device 10 includes a control unit 11, a storage unit 12, an input unit 13, an output unit 14, and a communication unit 15. The control unit 11 includes at least one processor. The processor is a general-purpose processor such as a CPU or a dedicated processor for specific processing. The control unit 11 controls each part of the information processing device 10 and performs processing related to the operation of the information processing device 10. The storage unit 12 includes at least one semiconductor memory, such as RAM or ROM. The storage unit 12 functions as a main storage device or an auxiliary storage device, for example. Data used in the operation of the information processing device 10 and data obtained through the operation of the information processing device 10 are stored in the storage unit 12. For example, a learning model is stored in the storage unit 12. The learning model is a model created using machine learning algorithms. The learning model can be, for example, a machine learning model built on a decision tree, a model generated based on a convolutional neural network (CNN), a recurrent neural network (RNN), or other deep learning machine learning algorithms. The input unit 13 includes at least one input interface. The input interface can be, for example, a physical key, a touchscreen, a voice sensor that accepts voice input, or a camera that accepts gesture input. The input unit 13 accepts data used in the operation of the input information processing device 10. The output unit 14 includes at least one output interface. The output interface can be, for example, a display that outputs image information or a speaker that outputs voice information. The output unit 14 outputs data obtained through the operation of the information processing device 10. The communication unit 15 includes at least one external communication interface. The communication interface can be either a wired or wireless communication interface.

[0016] In the case of wired communication, the communication interface is, for example, LAN or USB. In the case of wireless communication, the communication interface is, for example, an interface corresponding to mobile communication standards such as 5G, or an interface corresponding to short-range wireless communication. The communication unit 15 receives data used in the operation of the information processing device 10 and transmits data obtained through the operation of the information processing device 10.

[0017] And, as Figure 1As shown, the terminal device 20 includes a control unit 21, a storage unit 22, an input unit 23, an output unit 24, and a communication unit 25. The control unit 21 includes at least one processor. The processor is a general-purpose processor such as a CPU or a dedicated processor for specific processing. The control unit 21 controls each part of the terminal device 20 and performs processing related to the operation of the terminal device 20. The storage unit 22 includes at least one semiconductor memory, such as RAM or ROM. The storage unit 22 functions as a main storage device or an auxiliary storage device. Data for the operation of the terminal device 20 and data obtained through the operation of the terminal device 20 are stored in the storage unit 22. The input unit 23 includes at least one input interface. The input interface can be, for example, a physical key, a touchscreen, a voice sensor that accepts voice input, or a camera that accepts gesture input. The input unit 23 accepts data input for the operation of the terminal device 20. The output unit 24 includes at least one output interface. The output interface can be, for example, a display that outputs information as images or a speaker that outputs information as voice. The output unit 24 outputs data obtained through the operation of the terminal device 20. The communication unit 25 includes at least one external communication interface. This communication interface can be either a wired or wireless communication interface. In the case of wired communication, the communication interface may be, for example, a LAN or USB interface. In the case of wireless communication, the communication interface may be, for example, an interface corresponding to mobile communication standards such as 5G, or an interface corresponding to short-range wireless communication. The communication unit 25 receives data for the operation of the terminal device 20 and transmits data obtained through the operation of the terminal device 20.

[0018] The functions of the information processing device 10 or terminal device 20 are implemented by a processor, which corresponds to the control unit 11 or control unit 21, executing the program involved in this embodiment. That is, the functions of the information processing device 10 or terminal device 20 are implemented by software. The program causes the computer to perform the actions of the information processing device 10 or terminal device 20, thus enabling the computer to function as the information processing device 10 or terminal device 20. In other words, the computer functions as the information processing device 10 or terminal device 20 by executing the actions of the information processing device 10 or terminal device 20 according to the program. In this embodiment, the program can be recorded on a computer-readable recording medium. Computer-readable recording media include non-transitory computer-readable media, such as magnetic recording devices, semiconductor memory, etc. The program can be distributed, for example, through the sale, transfer, or lending of portable recording media such as DVDs containing the program. Furthermore, the program can also be distributed by storing the program in the memory of an external server and sending the program from the external server to other computers. The program can also be provided in the form of a program product. Some or all of the functions of the information processing device 10 or the terminal device 20 can also be implemented by a dedicated circuit equivalent to the control unit 11 or the control unit 21. That is, some or all of the functions of the information processing device 10 or the terminal device 20 can also be implemented by hardware.

[0019] refer to Figure 2 The operation of the information processing apparatus 10 according to this embodiment will be explained. Here, the example of a vehicle being the product to be traded in will be mainly explained. First, the control unit 11 of the information processing apparatus 10 acquires customer attribute information at the time of product purchase (step S10). Customer attribute information includes information representing various characteristics, backgrounds, etc., related to the customer. For example, customer attribute information may include at least one of the following: family composition, residential area, lifestyle, moving schedule information, economic status, environmental awareness, life events, and hobbies. Family composition may include the number of family members, the age of children, and whether there are elderly people. Residential area may include urban areas, local areas, transportation convenience, and the availability / size of parking lots. Lifestyle may include commuting methods, how weekends are spent, and the frequency of product use. Environmental awareness may include fuel efficiency and interest in electric / hybrid vehicles. Life events may include marriage, childbirth, and children's school enrollment. Hobbies may include past purchasing experiences and preferences for specific brands.

[0020] In the acquisition and processing of customer attribute information, any method can be used. For example, customer attribute information can be obtained by analyzing voice data during a negotiation using a voice recognition engine or the like. In the acquisition and processing of voice data, any method can be used. For example, the control unit 11 can also acquire voice data from external devices, including the terminal device 20, via the communication unit 15 and the network 30. Furthermore, for example, the control unit 11 can also acquire voice data via the input unit 13. In other words, customer attribute information can be determined based on voice data during a negotiation.

[0021] Next, the control unit 11 determines the estimated replacement period and replacement candidates based on the customer attribute information (step S20). Any method can be used in the process of determining the estimated replacement period and replacement candidates. For example, the control unit 11 can input the customer attribute information as an explanatory variable into the learning model, and determine the estimated replacement period and replacement candidates by obtaining the estimated replacement period and replacement candidates as the output of the learning model. As a specific example, suppose that at the time of product purchase, the customer purchased a sports car, and at that time their family structure was a single person, they had a desire to get married, and they wanted to have children soon. Also, suppose that during the negotiation, there was a conversation such as "If we have children, we want to switch to a minivan." In this case, the control unit 11, based on this customer attribute information, determines the estimated replacement period as three years after the purchase date, and estimates a minivan, SUV, etc., as replacement candidates. And, for example, suppose that at the time of product purchase, the customer purchased a minivan, and at that time their family structure was a four-person household. Furthermore, assuming the customer lives in the suburbs but plans to move, with the new residence located in an area with an increased commute distance, the control unit 11, based on the aforementioned customer attribute information, determines the estimated replacement period as five years after the purchase date. The control unit 11 also considers hybrid vehicles as replacement candidates. This is because fuel-efficient hybrid vehicles are suitable for increased commuting distances, reflecting changing needs as children grow.

[0022] Next, the control unit 11 prompts for trade-in candidates during the estimated trade-in period (step S30). Any method can be used in the process of prompting for trade-in candidates. For example, the control unit 11 can send data to the terminal device 20 via the communication unit 15, and display the output user interface on the output unit 24 of the terminal device 20 to prompt for trade-in candidates. Alternatively, the control unit 11 can display the output user interface on the output unit 14 to prompt for trade-in candidates. Specifically, for example, if the estimated trade-in period is determined to be three years after the purchase date, the control unit 11 prompts for trade-in candidates, for example, through the terminal device 20 of the consulting staff, three years after the purchase date. This prompts the customer to submit a trade-in candidate proposal at an appropriate time.

[0023] As described above, the information processing apparatus 10 of this embodiment acquires customer attribute information at the time of product purchase. Furthermore, based on the customer attribute information, the information processing apparatus 10 determines an estimated replacement period and replacement candidates. Then, the information processing apparatus 10 prompts for replacement candidates at the estimated replacement period.

[0024] Thus, according to this embodiment, the information processing device 10 acquires customer attribute information at the time of product purchase, determines an estimated replacement period and replacement candidates based on the customer attribute information, and prompts the replacement candidates at the estimated replacement period. Therefore, from the viewpoint of prompting the replacement candidates corresponding to the customer attribute information at an appropriate time, the product replacement support technology is improved.

[0025] Although the present invention has been described with reference to the accompanying drawings and embodiments, those skilled in the art should note that various modifications and alterations can be made according to the present invention. Therefore, it should be understood that such modifications and alterations are included within the scope of the present invention. For example, the functions included in each component or step can be reconfigured in a logically consistent manner, and multiple components or steps can be combined into one or divided.

[0026] For example, control unit 11 can update the content of customer attribute information during the estimated trade-in period. Specifically, for example, if there are changes in family composition, residential area, or lifestyle, this information can be updated to the latest information during the estimated trade-in period. Any method can be used in the update process. For example, control unit 11 can update the content of customer attribute information based on the content of the negotiations conducted during the estimated trade-in period. Furthermore, at this time, control unit 11 can update the content of customer attribute information based on the voice data of the negotiations conducted during the estimated trade-in period.

[0027] Furthermore, for example, the control unit 11 can also prompt for inquiries that need updating. For example, it can consider prompting inquiries related to the customer's life events, inquiries related to changes in economic conditions (such as income changes due to salary increases, job changes, etc.), inquiries related to changes in lifestyle (such as commuting methods, commuting distances, how rest days are spent, changes in product usage frequency, etc.), and inquiries related to changes in purchasing intentions. Based on these inquiries, staff can question the customer to appropriately update the customer information.

[0028] For example, in the above embodiments, it is also possible to implement an embodiment in which the structure and operation of the information processing device 10 are distributed among multiple computers that can communicate with each other.

[0029] Symbol Explanation

[0030] 10-Information processing device, 11-Control unit, 12-Storage unit, 13-Input unit, 14-Output unit, 15-Communication unit, 20-Terminal device, 21-Control unit, 22-Storage unit, 23-Input unit, 24-Output unit, 25-Communication unit, 30-Network.

Claims

1. A trade-in support method, executed by an information processing device, characterized in that it includes the following steps: Obtain customer attribute information at the point of product purchase; Based on the customer attribute information, determine the estimated exchange period and exchange candidates; and During the estimated trade-in period, the trade-in candidates are presented.

2. The trade-in support method according to claim 1, characterized in that, The customer attribute information is determined based on voice data during the negotiation.

3. The trade-in support method according to claim 1, characterized in that, The customer attribute information includes at least one of the following: family composition, residential area, lifestyle, moving reservation information, economic status, environmental awareness, life events, and hobbies.

4. The trade-in support method according to claim 1, characterized in that, It also includes the following steps: During the estimated trade-in period, update the content of the customer attribute information.

5. The trade-in support method according to claim 4, characterized in that, It also includes the following steps: The prompt indicates the inquiry that needs to be updated.

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