Text creation support system and program

Abstract

To obtain a higher sales promotion for a customer.SOLUTION: A text creation support system (information management system 100) that supports creation of a text for promoting a service to a customer includes an acquisition unit (control unit 11) that acquires customer information related to the service among customer information including behavior information of the customer related to the service, a creation unit (control unit 11) that creates creation support information for creating a text of thanks to the customer for the behavior information based on the customer information, an output unit (control unit 11) for outputting sales promotion data including a text created based on the creation support information. The creation support information is information that enables a customer to uniquely recognize the customer's self behavior.SELECTED DRAWING: Figure 2

Description

[Technical field]

[0001] The present invention relates to a text creation support system and a program. [Background technology]

[0002] 2. Description of the Related Art Conventionally, as described in Patent Document 1, a recommendation system is known that creates recommendation information for making recommendations to a customer based on behavioral information of the customer. The recommendation system described in Patent Document 1 is capable of recommending content according to a customer's preferences by reflecting the content on a screen designed according to the customer's preferences. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2019-61525 A Summary of the Invention [Problem to be solved by the invention]

[0004] Incidentally, when a recommendation is made using information that the customer can recognize as referring to them, the customer tends to feel a psychological distance from the service provider. However, in the recommendation system of Patent Document 1, even if content according to the tastes of a customer is recommended, the customer does not recognize that the recommended content refers to him / herself. Therefore, the promotion effect for the content is insufficient.

[0005] Therefore, an object of the present invention is to provide a letter creation support system and program that can achieve a greater sales promotion effect for customers. [Means for solving the problem]

[0006] In order to solve the above problems, the text creation support system according to the present invention comprises: A text creation support system that supports the creation of text to promote a service to a customer, an acquisition unit that acquires customer information including behavioral information of the customer related to the service; a creation unit that creates creation support information for creating a message of thanks to the customer for the behavioral information based on the customer information; an output unit that outputs promotional data including the text created based on the creation support information; Equipped with The creation support information is information that enables the customer to uniquely recognize his or her own actions.

[0007] In addition, the program of the present invention is A computer for a text creation support system that supports the creation of text to promote a service to customers, an acquisition unit that acquires customer information related to the service from customer information including behavioral information of the customer related to the service; a creation unit that creates creation support information for creating a message of thanks to the customer for the behavioral information based on the customer information; an output unit that outputs promotional data including the text created based on the creation support information; Function as a The creation support information is information that enables the customer to uniquely recognize his or her own actions. Effect of the Invention

[0008] According to the present invention, a higher sales promotion effect can be obtained for customers. [Brief description of the drawings]

[0009] [Figure 1] FIG. 1 is a block diagram showing a configuration of an information management system. [Diagram 2] FIG. 2 is a block diagram showing a configuration of an information management server. [Diagram 3] FIG. 2 is a block diagram showing a configuration of a terminal device. [Figure 4] FIG. 11 is a flow diagram of a text creation process. [Diagram 5] FIG. 13 is an image diagram of a sales promotion data creation screen. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] Hereinafter, embodiments of the present invention will be described with reference to the drawings. However, the scope of the present invention is not limited to the following embodiments and drawings.

[0011] <Information Management System> First, the configuration of an information management system 100 will be described with reference to Fig. 1. As shown in Fig. 1, the information management system 100 includes an information management server 1 and a terminal device 2. The information management server 1 and the terminal device 2 transmit and receive information via a communication network N. Various types of information will be described later. The information management system 100 is a text creation support system that supports the creation of text for promoting a service to customers.

[0012] The information management server 1 is a device that manages customer information. The information management server 1 is configured as an on-premise or cloud device. The terminal device 2 is a terminal for a service provider to create a document for promoting the service to a customer. For example, the terminal device 2 is a notebook PC (personal computer). The communication network N is a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like.

[0013] <Information Management Server> Next, the configuration of the information management server 1 will be described with reference to Fig. 2. As shown in Fig. 2, the information management server 1 includes a control unit 11, a display unit 12, an operation unit 13, a communication unit 14, and a storage unit 15.

[0014] The control unit 11 is composed of a CPU (Central Processing Unit), a RAM (Random Access Memory), etc. The CPU of the control unit 11 reads out various programs stored in the storage unit 15, expands them in the RAM, executes various processes (such as a text creation process described later) according to the expanded programs, and controls the operation of each part of the information management server 1. The control unit 11 functions as an acquisition unit that acquires customer information related to a service from among customer information including behavioral information of the customer related to the service. The control unit 11 functions as a creation unit that creates creation support information for creating a message of thanks to a customer for the behavioral information, based on the customer information. The control unit 11 functions as an output unit that outputs promotional data including text created based on the creation support information. The control unit 11 functions as a display control unit that causes the display unit to display a sales promotion data creation screen including a text creation area.

[0015] The display unit 12 is configured with a monitor such as an LCD (Liquid Crystal Display), and displays various screens and the like according to instructions of a display signal input from the control unit 11.

[0016] The operation unit 13 is a keyboard equipped with cursor keys, numeric input keys, various function keys, etc., a pointing device such as a mouse, a touch panel laminated on the surface of the display unit 12, etc. The operation unit 13 is configured to be operable by an operator. The operation unit 13 also outputs various signals to the control unit 11 based on operations performed by the operator.

[0017] The communication unit 14 is capable of transmitting and receiving various signals and various data to and from other devices connected via the communication network N.

[0018] The storage unit 15 is configured with a non-volatile semiconductor memory, a hard disk, or the like, and stores various programs executed by the control unit 11 and various information such as parameters required for executing the programs (customer information, etc.).

[0019] (Information stored in the information management server) Here, the customer information stored in the storage unit 15 according to this embodiment will be described. Customer information is various information related to a customer. For example, customer information includes basic customer information, behavioral information, and contact information. Behavioral information includes behavioral history information and peripheral information. Customer behavior is managed based on customer information. In other words, customer behavior is expressed by a combination of basic customer information, behavioral history information, and peripheral information. Basic customer information is basic information about the customer himself / herself, such as the customer's name, date of birth, gender, address, and annual income. The behavior history information is history information of a customer's behavior toward a service, acquired through a system or device. For example, the behavior history information is POS (Point of Sale) data. For example, the behavior history information is information inputted via the communication network N using the terminal device 2, mainly by a staff member who has served the customer face-to-face. In this case, specifically, the behavior history information is information on visits to an exhibition, medical record information at a beauty salon, etc. The surrounding area information is information related to the behavior history information of the customer, and includes, for example, weather information and event information. The contact information is information that indicates a contact between a customer and a service provider. For example, the contact information is behavior information of a close relative who is also a customer related to the customer.

[0020] <Terminal device> Next, the configuration of the terminal device 2 will be described with reference to Fig. 3. As shown in Fig. 3, the terminal device 2 includes a control unit 21, a display unit 22, an operation unit 23, a communication unit 24, and a storage unit 25.

[0021] The control unit 21 is composed of a CPU, a RAM, etc. The CPU of the control unit 21 reads out various programs stored in the storage unit 25, loads them in the RAM, executes various processes according to the loaded programs, and controls the operations of each unit of the terminal device 2.

[0022] The display unit 22 is configured with a monitor such as an LCD, and is adapted to display various screens (sales promotion data creation screens) and the like according to instructions of display signals input from the control unit 21.

[0023] The operation unit 23 is a keyboard equipped with cursor keys, numeric input keys, various function keys, etc., a pointing device such as a mouse, a touch panel laminated on the surface of the display unit 22, etc. The operation unit 23 is configured to be operable by an operator. In addition, the operation unit 23 outputs various signals to the control unit 21 based on operations performed by the operator.

[0024] The communication unit 24 is capable of transmitting and receiving various signals and various data to and from other devices connected via the communication network N.

[0025] The storage unit 25 is configured with a non-volatile semiconductor memory, a hard disk, or the like, and stores various programs executed by the control unit 11, parameters required for executing the programs, and the like.

[0026] <Text creation process> Next, the text creation process will be described with reference to Fig. 4. The text creation process is a process for creating text to promote a service to a customer. The information management server 1 and the terminal device 2 cooperate to execute the text creation process. The text creation process is initiated when the control unit 11 acquires behavioral information related to the service. The behavioral information related to the service is, for example, information such as a customer purchasing product A (service) (related behavior).

[0027] First, the control unit 11 analyzes the customer information stored in the storage unit 15 based on the behavioral information related to the service, and acquires the customer information related to the service (step S1). At this time, the control unit 11 functions as an acquisition unit.

[0028] Here, a method for analyzing and acquiring customer information related to service information will be described. Specifically, the analysis and acquisition of customer information is performed by machine learning. For example, the control unit 11 obtains customer information related to the service by analyzing and extracting continuing information from the customer information. For example, the control unit 11 analyzes and extracts continuing information from the customer information, focusing on continuous purchases for a certain week (year, month), purchases for a certain number of times, purchases in a certain month every year, etc. For example, the control unit 11 obtains customer information related to the service by analyzing and extracting the location where the behavior was performed from the customer information. For example, the control unit 11 focuses on purchases from the company's own EC (electronic commerce) or other company's EC from the customer information, and analyzes and extracts the location where the behavior was performed. For example, if the control unit 11 can analyze the customer information to determine that there is a relationship between the service and surrounding information such as weather, the control unit 11 also uses the surrounding information to acquire customer information related to the service. For example, the control unit 11 acquires customer information related to the service by analyzing and extracting contact point information related to the service from among the customer information. In addition, the behavioral history information entered by the person in charge can be used as described above by using machine learning to interpret the text. Furthermore, the control unit 11 analyzes the customer information by including in the behavior information the behavior information of related customers other than the customer, which is included in the contact information.

[0029] By combining the above-mentioned examples, the control unit 11 can ultimately obtain customer information related to the service as information that allows the customer to uniquely recognize his or her own behavior. For example, the control unit 11 can acquire customer information such as "Mr. A, who came to the store with his / her daughter on a rainy day on June 16th" as information that allows the customer to uniquely recognize his / her own behavior (Example 1). For example, the control unit 11 can acquire customer information such as "Mr. A who purchased this set" as information that allows the customer to uniquely recognize his / her own behavior (Example 2). For example, the control unit 11 can acquire customer information such as "Mr. A who has been purchasing for three generations" as information that allows a customer to uniquely recognize his / her own behavior (Example 3). For example, the control unit 11 can acquire customer information such as "Mr. A (younger brother) whose older brother was taking a class from Professor B" as information that allows the customer to uniquely recognize his / her own behavior (Example 4). In this way, by performing an analysis that includes behavioral information of related customers other than the customer included in the contact information, customer information such as "for three generations..." in Example 3 and "your older brother..." in Example 4 is obtained. In addition, analysis is performed using the behavior history information entered by the staff member who served the customer face-to-face, and customer information such as "He came to the store with his daughter..." is obtained in Example 1. Analysis is performed using the surrounding information, and customer information such as "On a rainy day..." is obtained in Example 1. According to such analysis, different messages are created for each customer even when the same service is provided. Specifically, different peripheral information and behavioral information of different related customers are acquired and combined to create different messages. Also, contact information with the customer is acquired for each person in charge of the service provider, and different messages are created depending on the combination of contacts between the person in charge and the customer.

[0030] Returning to the explanation of the text creation process using FIG. Next, the control unit 11 creates creation support information for creating a thank-you message for the behavioral information related to the service (step S2). Specifically, the control unit 11 creates the text for areas A1 and A2 of the promotional data creation screen D1, which will be described later, as the creation support information. At this time, the control unit 11 functions as a creation unit. The creation support information is information that allows the customer to uniquely recognize his or her own behavior. Next, the control unit 11 transmits the creation support information to the terminal device 2 via the communication unit 14, and causes the display unit 22 of the terminal device 2 to display the creation support information (step S3). At this time, the control unit 11 functions as a display control unit.

[0031] Next, the control unit 21 receives the creation support information from the information management server 1 via the communication unit 24 (step S4). Next, the control unit 21 causes the display unit 22 to display the creation support information (step S5). For example, the control unit 21 causes the display unit 22 to display a sales promotion data creation screen D1, which will be described later. Next, the user checks the promotional data creation screen D1 and uses the operation unit 23 to create a thank you note for the behavioral information related to the service (step S6). The control unit 21 acquires the thank you note. For example, the user creates the thank you note by directly using or modifying the note displayed in area A1 of the promotional data creation screen D1, which will be described later. For example, the user creates the thank you note by referring to the note displayed in area A2 of the promotional data creation screen D1, which will be described later. The note will have content that is tailored to each customer. When the creation of the thank-you message is completed, the control unit 21 transmits the thank-you message to the information management server 1 via the communication unit 24 (step S7).

[0032] Next, the control unit 11 receives the thank-you message from the terminal device 2 via the communication unit 14 (step S8). Next, the control unit 11 outputs promotional data including a thank-you message and information about the service to be promoted (step S9), and ends the message creation process. For example, the control unit 11 outputs promotional data to a customer's terminal (not shown) connected via the communications network N to recommend a service. The customer's terminal displays only the central area including area A1 of a promotional data creation screen D1 (described below) on the display unit. Also, for example, the control unit 11 causes an image forming device (not shown) to output the message as a printout. The printout on which only the central area including area A1 of a promotional data creation screen D1 (described below) is printed is delivered to the customer. At this time, the control unit 11 functions as an output unit.

[0033] <Sales promotion data creation screen> Next, the sales promotion data creation screen D1 displayed on the display unit 22 will be described with reference to FIG. The promotional data creation screen D1 is a screen that displays the results of the text creation process. The promotional data creation screen D1 includes text creation areas (area A1, area A2) for the user to create text. The area A1 is an area for displaying promotional text (creation support information) that is automatically created by the control unit 11 and is used for sales promotion. Area A2 is an area for displaying text (creation support information) that is automatically created by control unit 11 and that assists the user in creating a text.

[0034] <Other> The services in the above embodiment include various products, various services, various events, and the like.

[0035] In the above embodiment, the creation support information creation process (step S2) in the text creation process is executed by the control unit 11 of the information management server 1. However, the control unit 21 of the terminal device 2 may execute the process.

[0036] <Effects> As described above, the message creation support system (information management system 100) is a message creation support system that supports the creation of messages to promote a service to customers, and includes an acquisition unit (control unit 11) that acquires customer information including customer behavioral information related to the service, a creation unit (control unit 11) that creates creation support information for creating a message to thank the customer for the behavioral information based on the customer information, and an output unit (control unit 11) that outputs promotional data including messages created based on the creation support information, and the creation support information is information that allows the customer to uniquely recognize their own behavior. Therefore, a higher promotional effect can be obtained for the customer. In other words, the thank-you message will not be a one-sided campaign or a recommendation for a new product, but will be tailored to each individual, bringing the psychological distance between the customer and the service provider closer. This will improve the accuracy of the recommendation. In particular, by analyzing customer information, including peripheral information such as contact information, and creating a message based on that information, the customer can accept the message as more relevant to them, thereby creating a closer psychological distance.

[0037] The present invention has been specifically described above based on an embodiment, but it goes without saying that the present invention is not limited to the above embodiment and can be modified as appropriate without departing from the spirit of the present invention. For example, in the above description, the text creation process is executed by the information management server 1 and the terminal device 2 in cooperation with each other, but this is not limited to the example. For example, the information management server 1 may function only as a device for managing customer information, and the terminal device 2 may acquire the customer information via the communication unit 24, and execute the processes of steps S1 to S9. This can be realized by installing an application for executing the text creation process in the terminal device 2 in advance. For example, in the above description, a hard disk or a non-volatile semiconductor memory is used as a computer-readable medium for the program according to the present invention, but the present invention is not limited to this example. As another computer-readable medium, a portable recording medium such as a CD-ROM can be used.

[0038] In addition, the detailed configuration and operation of each device may be modified as appropriate without departing from the spirit of the invention. [Explanation of symbols]

[0039] 100 Information Management System 1. Information Management Server 11 Control unit (acquisition unit, creation unit, output unit, display control unit) 12 Display section 13 Control section 14 Communications Department 15 Storage section 2 Terminal Device 21 Control section 22 Display section 23 Control section 24 Communications Department 25 Memory section N Communication Network

Claims

1. A text creation support system that supports the creation of text to promote a service to a customer, an acquisition unit that acquires customer information including behavioral information of the customer related to the service; a creation unit that creates creation support information for creating a message of thanks to the customer for the behavioral information based on the customer information; an output unit that outputs promotional data including the text created based on the creation support information; Equipped with A text writing support system, wherein the writing support information is information that allows the customer to uniquely recognize his / her own actions.

2. The text creation support system according to claim 1 , wherein the behavioral information includes behavioral history information of the customer and surrounding information of the customer related to the behavioral history information.

3. the customer information includes contact information indicating a contact between the service provider and the customer; The text creation support system according to claim 1 , wherein the behavioral information includes behavioral information of related customers other than the customer included in the contact information.

4. The text creation support system according to claim 1 , wherein the behavioral information includes behavioral information shared face-to-face with the person who provided the service.

5. The message creation support system according to claim 1 , wherein the message has contents that are tailored for each of the customers.

6. a display control unit that causes a sales promotion data creation screen including the text creation area to be displayed on a display unit; The text creation support system according to claim 1 , wherein the display control unit causes the creation support information created by the creation unit to be displayed on the sales promotion data creation screen.

7. The system for assisting in creating text according to claim 1 , wherein the sales promotion data includes information on a service recommended to the customer.

8. A computer for a text creation support system that supports the creation of text to promote a service to customers, an acquisition unit that acquires customer information related to the service from customer information including behavioral information of the customer related to the service; a creation unit that creates creation support information for creating a message of thanks to the customer for the behavioral information based on the customer information; an output unit that outputs promotional data including the text created based on the creation support information; Function as a The creation support information is a program that is information that enables the customer to uniquely recognize his or her own actions.

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