Information processing apparatus, information processing method, and program

Abstract

To support efficient utilization of customer data.SOLUTION: An information processing apparatus configured to integrate customer data and manage predetermined customer data so as to be monitored includes: a customer data acquisition unit which acquires multiple pieces of customer data; a first receiving unit which receives an instruction on column design to be applied to a table of a customer database, the column design being set by a user; a second receiving unit which receives an instruction on a key column for determining integration of the customer data, the key column being selected by the user from among a plurality of columns included in the column design; a database generation unit which generates the customer database based on the multiple pieces of customer data, the instruction on the column design, and the instruction on the key column; a grouping condition receiving unit which receives grouping conditions for grouping the customer data, the condition being set by the user; and a grouping processing unit which divides the customer data into groups, based on the customer database and the grouping conditions.SELECTED DRAWING: Figure 4

Description

[Technical Field]

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

[0002] A Customer Data Platform (CDP) is software that provides a platform for aggregating and managing customer data acquired through various touchpoints by companies, etc. The aggregated customer data is used to link with other software or systems used by the companies, etc., and for marketing activities, etc.

[0003] For example, Patent Document 1 discloses technology related to a system that predicts customer behavior using acquired customer information and a model generated by machine learning, with the aim of improving marketing effectiveness, etc. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Publication No. 2024-30310 Summary of the Invention [Problem to be solved by the invention]

[0005] However, because there are a wide variety of touchpoints through which companies collect customer data, customer data from the same company is often scattered across different systems in different departments or branches. Manually integrating and analyzing this data, linking it with other software or systems, or utilizing it for marketing activities, etc., requires time and manpower costs.

[0006] The present invention has been made in consideration of the above-described circumstances, and one of its objects is to support the efficient use of customer data. [Means for solving the problem]

[0007] An information processing device according to one embodiment of the present disclosure is an information processing device for integrating customer data and managing specified customer data in a manner that allows it to be monitored, and includes a customer data acquisition unit that acquires multiple customer data, a first reception unit that receives instructions set by a user regarding a column design to be applied to a table in a customer database, a second reception unit that receives instructions regarding a key column for determining integration of customer data, selected by the user from multiple columns included in the column design, a database generation unit that generates a customer database based on the multiple customer data, the instructions regarding the column design, and the instructions regarding the key column, a grouping condition reception unit that receives grouping conditions set by the user for grouping customer data, and a grouping processing unit that performs grouping processing of customer data based on the customer database and the grouping conditions.

[0008] The above-mentioned information processing device may further include a third reception unit that receives instructions set by the user regarding modification processing to be performed on the customer data that has been subjected to the grouping processing, and a modification processing unit that performs a predetermined modification processing on the customer data that has been subjected to the grouping processing based on the instructions received by the third reception unit, and the modification processing may be a scoring processing and / or a tagging processing.

[0009] In the above-mentioned information processing device, the grouping conditions may include conditions related to the customer's behavioral history, and the modification processing unit may perform sequential processing and perform a predetermined scoring process and / or tag removal process on customer data for which the conditions related to the customer's behavioral history no longer satisfy.

[0010] The above information processing device may further include a display control unit that displays scores and / or tags for specified customer data in each table of the customer database based on the grouping conditions and instructions regarding the modification processing.

[0011] In the above information processing device, the third reception unit receives instructions regarding the scoring process, and the modification processing unit performs a scoring process on the customer data that has been subjected to the grouping process based on the instructions regarding the scoring process, and optionally performs a classification process for each customer data to classify it into a predetermined classification group depending on whether or not the cumulative score reaches a predetermined reference value.

[0012] In the information processing device, the modification processing unit may perform further modification processing based on a result of the classification processing.

[0013] In the above information processing device, the third reception unit may receive instructions regarding tagging processing, and the modification processing unit may perform tagging processing on customer data that has been subjected to grouping processing based on the instructions regarding the tagging processing.

[0014] The information processing device may further include a fourth reception unit that receives instructions set by the user regarding the generation of an answer form in accordance with the column design of the customer database, and the customer data acquisition unit may acquire information entered into the answer form.

[0015] The above information processing device may further include an effect measurement unit that measures the effect at predetermined intervals based on the grouping conditions and instructions regarding the modification process, and the display control unit may change the display mode of the score and / or tag based on the effect measurement results by the effect measurement unit.

[0016] The above information processing device may further include a promotion support information generation unit that generates promotion support information according to the content of the customer data based on the grouping conditions and instructions regarding the modification processing, and the promotion support information may include information regarding API (Application Programming Interface) specifications, including specification of a column selected by the user from among multiple columns included in the column design.

[0017] An information processing method that is one aspect of the present disclosure is an information processing method for one or more computers to integrate customer data and manage specified customer data in a manner that allows monitoring, the method comprising: a customer data acquisition step in which one or more computers acquire multiple customer data; a first reception step in which one or more computers receive instructions regarding column design to be applied to a table in a customer database, set by a user; a second reception step in which one or more computers receive instructions regarding a key column for determining integration of customer data, selected by the user from multiple columns included in the column design; a database generation step in which a customer database is generated based on the multiple customer data, the instructions regarding the column design, and the instructions regarding the key column; a grouping condition reception step in which one or more computers receive grouping conditions for grouping customer data, set by the user; and a grouping processing step in which one or more computers perform grouping processing of customer data based on the customer database and the grouping conditions.

[0018] A program that is one aspect of the present disclosure is a program for causing one or more computers to integrate customer data and manage specified customer data in a manner that allows it to be monitored, and causes one or more computers to execute: a customer data acquisition step of acquiring multiple customer data; a first reception step of receiving instructions, set by a user, regarding column design to be applied to a table in a customer database; a second reception step of receiving instructions regarding a key column for determining integration of customer data, selected by the user from multiple columns included in the column design; a database generation step of generating a customer database based on the multiple customer data, the instructions regarding the column design, and the instructions regarding the key column; a grouping condition reception step of receiving grouping conditions, set by the user, for grouping customer data; and a grouping processing step of performing grouping processing of customer data based on the customer database and the grouping conditions. [Effects of the Invention]

[0019] According to the present invention, it is possible to support the efficient use of customer data. [Brief explanation of the drawings]

[0020] [Figure 1] FIG. 1 is a diagram illustrating a configuration example of an information processing system according to an aspect of the present disclosure. [Figure 2] FIG. 1 is a diagram illustrating a process image of an information processing system according to an embodiment of the present disclosure. [Figure 3] FIG. 1 is a diagram illustrating an example of a hardware configuration of an information processing device according to an embodiment of the present disclosure. [Figure 4] FIG. 1 is a diagram illustrating an example of a functional configuration of an information processing device according to an aspect of the present disclosure. [Figure 5] FIG. 2 is a sequence diagram illustrating a process of an information processing system according to an embodiment of the present disclosure. [Figure 6] FIG. 2 is a sequence diagram illustrating a process of an information processing system according to an embodiment of the present disclosure. [Figure 7] FIG. 2 is a sequence diagram illustrating a process of an information processing system according to an embodiment of the present disclosure. [Figure 8] FIG. 1 is a flowchart illustrating a process of an information processing system according to an embodiment of the present disclosure. [Figure 9] FIG. 1 is a flowchart illustrating a process of an information processing system according to an embodiment of the present disclosure. [Figure 10] FIG. 10 is a diagram illustrating an example of a screen display by an information processing system according to an embodiment of the present disclosure. [Figure 11] FIG. 10 is a diagram illustrating an example of a screen display by an information processing system according to an embodiment of the present disclosure. [Figure 12] FIG. 10 is a diagram illustrating an example of a screen display by an information processing system according to an embodiment of the present disclosure. [Figure 13] FIG. 10 is a diagram illustrating an example of a screen display by an information processing system according to an embodiment of the present disclosure. [Figure 14] FIG. 10 is a diagram illustrating an example of a screen display by an information processing system according to an embodiment of the present disclosure. DETAILED DESCRIPTION OF THE INVENTION

[0021] An embodiment of the present invention will be described below. Note that the following embodiment is an example for explaining the present invention, and is not intended to limit the present invention to only this embodiment. Furthermore, the present invention can be modified in various ways without departing from the gist of the present invention. Furthermore, a person skilled in the art can adopt an embodiment in which each element described below is replaced with an equivalent, and such an embodiment is also within the scope of the present invention. Furthermore, for ease of understanding, the following description will be given taking as an example an embodiment in which the present invention is realized using an information processing device such as a computer, but the present invention is not limited thereto.

[0022] <System configuration> 1 is a diagram showing an example of the configuration of an information processing system 1. The information processing system 1 includes a customer terminal device 10, a company terminal device 20, and an information processing device 30. The customer terminal device 10, the company terminal device 20, and the information processing device 30 are communicably connected via a wireless or wired communication network N such as the Internet, an intranet, a wireless LAN, or mobile communication.

[0023] The customer terminal device 10 is an information processing device that a customer uses to receive services provided by a company. For example, a customer accesses a website that accepts reservations for viewing real estate properties offered by a real estate company on the customer terminal device 10, and makes a reservation to view a desired real estate property.

[0024] The customer terminal device 10 is, for example, a general-purpose or dedicated information processing device such as a smartphone, a tablet terminal, a personal computer, or an operating system for a specific purpose.

[0025] The company terminal device 20 is an information processing device used by a company to provide services to customers. For example, a real estate company may present a website to a customer that displays a list of real estate properties for which preview reservations are being accepted.

[0026] The company terminal device 20 is, for example, a general-purpose or dedicated information processing device such as a smartphone, a tablet terminal, a personal computer, or an operating system for a specific purpose.

[0027] The information processing device 30 is an information processing device used to perform the information processing of the present disclosure via communication with the customer terminal device 10 and the company terminal device 20. An example configuration of the information processing device 30 will be described later, but the information processing device 30 has a storage unit in which a program P10 is installed. The program P10 is a program for performing the information processing of the present disclosure. The program P10 may be configured to be installed in the information processing device 30, or may be configured such that some or all of the functions of the program P10 are provided from another server or the like via a communication network N (so-called SaaS (Software as a Service), etc.). In addition, a customer database 311 is stored in the storage unit of the information processing device 30.

[0028] The information processing device 30 is, for example, a general-purpose or dedicated information processing device such as a smartphone, a tablet terminal, a personal computer, or an operating system for a specific purpose.

[0029] In this disclosure, "user" means a company that integrates and manages customer data using the information processing mechanism of this disclosure.

[0030] FIG. 2 is a diagram illustrating a process image of an information processing system 1 according to an embodiment of the present disclosure. A customer database 331 managed by an information processing device 30 according to the present disclosure is linked to web-related data related to customers and incorporates various internal data held by users. The web-related data is data obtained from all online channels and touchpoints that utilize digital technology through which companies interact with customers. Examples of the web-related data include customer information obtained from touchpoints such as the web, browsers, search engines, social networking services (SNS), email, mobile apps, big data, virtual reality (VR), review sites, and digital signage, as well as digital points, digital membership information, location information when accessing a site, web access logs, and responses to listing ads. The web-related data may be collected by the information processing device 30 or may be acquired by linking data collected by other software. Examples of internal data include customer visitor information about customers who actually visited a store or exhibition hall, questionnaire information about the responses to questionnaires filled out by customers, purchase history (POS: Point Of Sales) information, email information about inquiries and other emails sent by customers to the company, member information about customers who have registered as members on a website provided by the company, purchase information about customer purchasing behavior, history of visits to exhibition halls, etc., history of information about the series of customer events from visit to contract negotiations and purchase, information about repeat customers, information about usage amounts, information about intermediaries and sales channels, information about accommodation history and check-in / out, etc. The information processing system 1 can integrate customer data made up of web-related data scattered throughout the company and various internal data, and manage it in a manner that allows monitoring.

[0031] For example, if a company provides real estate services, the company can collect various customer data when customers visit a website displaying a list of real estate properties for which the company accepts viewing reservations, browse the property webpages, and enter information for viewing reservations. The information processing device 30 can acquire information such as information about the properties viewed by the customer, the speed and time spent by the customer regarding the properties, how the customer learned about the company's services (sales channel), the customer's preferences and conditions regarding properties, and viewing history. This information can be acquired online or based on communication between the customer and company representatives. The information processing device 30 can also acquire customer data such as customer preferences and characteristics during contract negotiations based on memoranda about the customer created by the company. In this way, the information processing system 1 can integrate various customer data acquired through various touchpoints and scattered throughout the company, such as a website displaying real estate properties, memoranda created by company representatives based on communication with customers, real estate showrooms, and the company's customer consultation desk.

[0032] For example, if a company provides services to customers in various store formats, such as hotels, retail stores, restaurants, service businesses, and entertainment facilities, the company can collect various customer data when customers visit the company's stores, receive various services, and respond to questionnaires. The information processing device 30 can acquire information such as the customer's repeat visit frequency, the amount spent at the retail store, the room grade selected for accommodation, how the customer learned about the company's services (sales channel), check-in and check-out preferences, information entered into a registration form when registering for a membership program that offers benefits and discounts, and the types of benefits and discounts desired by the customer. This information can be acquired online or by a company representative at the store. In this way, the information processing system 1 can integrate various customer data acquired through various touchpoints and scattered throughout the company, such as the hotel front desk, the retail store within the hotel, the hotel reservation website, and the hotel website that customers visit before check-in.

[0033] Furthermore, the information processing system 1 outputs information for supporting promotions to customers by email, SMS (Short Message Service), etc., based on the data in the customer database 331. The promotion support information is output manually, semi-automatically, or automatically.

[0034] In one embodiment, the customer database 331 is also coupled with analysis utilizing AI (Artificial Intelligence).

[0035] For example, the information processing device 30 analyzes the features of the customer data by applying a feature analysis model to the input data. Such a feature analysis model can be constructed, for example, by supervised learning using training data. The training data includes input data for learning based on the customer data acquired by the customer data acquisition unit 321 and ground truth data indicating the features to be analyzed in the customer data.

[0036] Furthermore, for example, the information processing device 30 analyzes the effectiveness of a promotion for customers by applying an effectiveness analysis model. Such an effectiveness analysis model can be constructed, for example, by supervised learning using training data. The training data includes, for example, input data for learning based on various conditions related to customer data and customer data monitoring, and ground truth data indicating the effectiveness of the promotion to be analyzed based on the various conditions (for example, the trend in the number of customers who satisfy the various conditions). By linking with the effectiveness analysis model, for example, the information processing device 30 analyzes the effectiveness of the promotion by capturing the trend in the number of customers who are recognized as having a predetermined behavioral history within a predetermined period based on various predetermined conditions (which may be expressed as, for example, being "active").

[0037] The construction of the feature quantity analysis model and the effect analysis model may be performed by the information processing device 30 or by an external information processing device.

[0038] <Hardware configuration> 3 is a diagram showing an example of the hardware configuration of information processing device 30. Information processing device 30 has a processor 70a such as a CPU corresponding to a calculation unit, a RAM 70b corresponding to a storage unit, a ROM 70c corresponding to a storage unit, a communication device 70d, an input device 70e, and an output device 70f. These components are connected via a bus 70g so as to be able to transmit and receive data to and from each other. Note that the configuration shown in FIG. 3 is an example, and information processing device 30 may have other components or may not have some of these components.

[0039] The processor 70a is a control unit that controls the execution of programs stored in the RAM 70b or the ROM 70c and performs data calculations and processing. The processor 70a receives various data from the input device 70e and the communication device 70d, displays the results of calculations on the data on the output device 70f, and stores the results in the RAM 70b.

[0040] The RAM 70b is a rewritable storage device and may be implemented, for example, by a semiconductor memory device. The RAM 70b may store various programs executed by the processor 70a. Note that these are merely examples, and the RAM 70b may store other data or may not store all of the data.

[0041] The ROM 70c is a storage unit from which data can be read, and may be configured, for example, with a semiconductor memory element. The ROM 70c may store, for example, programs and data that are not rewritten.

[0042] The communication device 70d is an interface that connects the information processing device 30 to other devices via the communication network N. The communication device 70d transmits and receives various data to and from the customer terminal device 10 and the user terminal device 20 via the communication network N.

[0043] The input device 70e accepts input operations by an operator, and may include, for example, a keyboard, a mouse, a touch panel, operation buttons, a microphone for voice input, and the like.

[0044] The output device 70f visually displays the results of calculations performed by the processor 70a, and may be configured, for example, by a liquid crystal display or LCD display.

[0045] <Functional configuration> FIG. 4 is a diagram illustrating an example of the functional configuration of the information processing device 30. As shown in FIG.

[0046] The information processing device 30 has, as its main functional components, a storage unit 310, an input reception function 320, a data processing function 330, a display control unit 340, an effect measurement unit 350, a promotion support information generation unit 360, and an output unit 370. The functions of the information processing device 30 are realized by the hardware resources of the information processing device 30, including the processor 70a, working together with various software stored in the RAM 70a and the ROM 70a.

[0047] (Storage unit 310) The storage unit 310 stores various data such as a customer database 311 and a program P10.

[0048] (Input reception function 320) The input reception function 320 receives input from a user and includes a customer data acquisition unit 321, a first reception unit 322, a second reception unit 323, a grouping condition reception unit 324, a third reception unit 325, and a fourth reception unit 326.

[0049] -Customer Data Acquisition Department 321- The customer data acquisition unit 321 acquires multiple customer data. In this disclosure, "customer data" refers to data related to customers, including web-related data related to customers and internal data related to customers held by a company. In this disclosure, "acquiring" data includes accepting data input, collecting data, linking data, and importing data.

[0050] In one embodiment, the customer data acquisition unit 321 acquires customer data entered on the customer terminal device 10 and / or the company terminal device 20.

[0051] In one aspect, the customer data acquisition unit 321 acquires information entered by the customer into an answer form generated based on instructions from the user. For example, the customer data acquisition unit 321 receives an answered answer form entered by the user and acquires the information entered into the answer form.

[0052] -First reception unit 322- (column design instruction reception unit) The first receiving unit 332 receives instructions regarding the column design to be applied to the table of the customer database 311 from the user.

[0053] In the present disclosure, the customer database 311 includes one or more tables that integrate customer data. The tables include one or more attribute data related to customers that are acquired in association with each other. For example, the information processing system 1 acquires customer data related to customer A, including attribute data such as email address, gender, and age, based on the results of customer A's responses to a questionnaire, and stores the attribute data such as email address, gender, and age in a table of the customer database 311 as customer data for customer A.

[0054] In the present disclosure, the design of the customer database 311 includes the name of a table, items related to the attribute data contained in the table ("items related to attribute data" may be expressed as "rows related to attribute data" or "columns related to attribute data"), and items related to constraints ("constraints" may be expressed as "restrictions"). Therefore, for example, the design related to items related to attribute data may be expressed as "column design related to attribute data" ("column design related to attribute data" may be expressed simply as "column design"). Also, for example, the design related to items related to restrictions may be expressed as "restriction design."

[0055] In this disclosure, the "design" of a certain item defines in what manner data related to that item is to be included in customer database 311. For example, the "column design related to attribute data" defines in what restriction design, with what number of characters, with what logical name, with what physical name, and in what manner of user interface items one or more items related to attribute data of each customer are to be included in a table included in customer database 311.

[0056] Therefore, it can also be said that the column design applied to a table in customer database 311 includes the specification of attribute data to be included in the table based on multiple acquired customer data. For example, the column design defines that table A will have items related to the customer's name, email address, and postal code. In other words, it can also be said that the column design includes the definition of one or more columns that the table will have.

[0057] -Second reception unit 323- (key column instruction reception unit) The second receiving unit 323 receives an instruction regarding a key column, which is a column used to determine integration of customer data, selected by the user from among a plurality of columns included in the column design applied to the table of the customer database.

[0058] For example, the second receiving unit 323 receives a selection of attribute data to be used as the criterion for determining whether to integrate customer data from one or more attribute data included in the column design. For example, if the column design includes gender, age group, time of day when a specific website was accessed, and email address, the user selects email address as the attribute data to be used as the criterion for determining whether to integrate customer data. Then, for example, among the multiple pieces of acquired customer data, customer data that includes an email address that matches an email address included in a table in the customer database 311 is linked to that table. At this time, an item related to the new attribute data may be added to the existing table.

[0059] In the present disclosure, the selection of attribute data that is used as the basis for determining whether to integrate customer data can also be considered as an instruction regarding the key column that is used to determine whether to integrate customer data.

[0060] In one embodiment, the key column instruction may be used in table joining processing based on the attribute data included in the key column instruction. For example, if the key column instruction includes selecting an email address as attribute data to be used as a criterion for determining whether to integrate customer data, a table may be generated by joining two or more tables, in which customer data including matching email addresses between multiple tables is integrated, in the same manner as when integrating customer data.

[0061] -Grouping condition reception unit 324- The grouping condition receiving unit 324 receives instructions from the user regarding grouping conditions for grouping customer data. The grouping conditions define the criteria for grouping customer data. The information processing system 1 groups customer data that meets the criteria. The customer data to be grouped may originate from one table or multiple tables.

[0062] In one aspect, the grouping condition includes a specification of attribute data selected by a user from among a plurality of attribute data included in the column design of the customer database 311, and a specification of the content that the attribute data must satisfy. For example, when the column design includes name, age, email address, and whether or not a specific website has been accessed, the grouping condition may include a specification of "whether or not a specific website has been accessed."

[0063] In one aspect, the grouping conditions include a condition related to the customer's behavioral history. In the present disclosure, "customer behavior" includes, for example, access to a specific website, purchasing behavior related to a specific product or service, etc. The behavioral history conditions may also include specification of the presence or absence, number of times, frequency, interval, etc. of each customer behavior. The customer behavioral history conditions may use a specific period to determine the presence or absence of the behavioral history. For example, a condition related to the customer's behavioral history, such as "the number of times a specific website is accessed in a specific period," can be included in the grouping conditions. Applying grouping conditions including a condition related to the customer's behavioral history allows for focusing on the actual behavior of customers, thereby supporting efficient use of customer data.

[0064] In one embodiment, the grouping conditions include a specification of an expiration date for the grouping conditions. For example, if the expiration date for maintaining the setting of grouping condition A is three months, the grouping process based on grouping condition A is stopped three months after the setting of grouping condition A. For example, if the expiration date for a predetermined behavioral history of customer data to which grouping condition B is applied is two weeks, grouping condition B is applied to customer data that has the predetermined behavioral history up to two weeks prior to the time of grouping process, and grouping process is performed. By including a specification of an expiration date for the grouping conditions, it is expected that careless management of grouping can be reduced. Furthermore, by including a specification of an expiration date for the grouping conditions, it is possible to narrow down the period and focus on customer behavior, thereby supporting the efficient use of customer data.

[0065] -Third reception unit 325- (modification processing instruction reception unit) The third receiving unit 325 receives instructions from the user regarding modification processing to be performed on the grouped customer data.

[0066] In one aspect, the modification process is a scoring process. The scoring process associates a score with each customer data item according to predetermined conditions. The scoring process may involve adding, subtracting, adding, subtracting, multiplying, or dividing a score to vary the score associated with the customer data. In this disclosure, "instructions regarding the scoring process" may also be referred to as "instructions regarding scoring management."

[0067] The instructions for the scoring process define what kind of score fluctuations the scoring process will involve. For example, the instructions for the scoring process may include specifying the number of fluctuation scores, how the fluctuations will be made (addition, subtraction, etc.), and the upper limit of the number of fluctuations.

[0068] In one aspect, the instructions for the scoring process define when the scoring process should be performed. In the present disclosure, the definition of when the scoring process should be performed may be referred to as a score granting condition or a score deprivation condition. The score granting condition or the score deprivation condition may be selected from saved grouping conditions, or a new condition may be set to be applied in addition to the applied grouping conditions. For the newly set conditions, reference may be made to the description of the grouping conditions in the present disclosure.

[0069] In one embodiment, the instructions for the scoring process include specifying a name for the scoring process, which allows the user to name the scoring process, and is expected to make it easier for the user to monitor the scoring process and improve management efficiency.

[0070] In one embodiment, the instructions for the scoring process include designation of a target table to which the scoring process is to be applied. The number of target tables is not limited to one.

[0071] In one embodiment, the instructions for the scoring process include a specification of an expiration date for the scoring process. For example, if the expiration date for maintaining the instructions for scoring process C is three months, scoring process C is stopped when three months have passed since the instructions for scoring process C were saved. By including a specification of an expiration date for the scoring process, it is expected that poor management of the scoring process can be reduced.

[0072] In one aspect, the modification process is a tagging process. The tagging process associates a tag with each piece of customer data according to predetermined conditions. Examples of the tagging process include a process of assigning tags. In this disclosure, "instructions regarding tagging process" and / or "instructions regarding tag removal process" may also be referred to as "instructions regarding tag management."

[0073] The tagging instructions define what kind of tags are targeted by the tagging process, such as the tag name and the tag display style (background color, character color, text, etc.).

[0074] In one aspect, the tagging instructions define when the tagging process should be performed. In the present disclosure, the definition of when the tagging process should be performed may be referred to as a tagging condition. The tagging condition may be selected from saved grouping conditions, or a new condition may be set to be applied in addition to the currently applied grouping condition. For the newly set condition, reference may be made to the description of the grouping condition in the present disclosure.

[0075] In one embodiment, the instruction regarding the tagging process includes designation of a target table to which the tagging process is to be applied, and the number of target tables is not limited to one.

[0076] In one aspect, the instructions for the tagging process include a specification of an expiration date for the tagging process. For example, if the expiration date for maintaining the instructions for tagging process E is three months, tagging process E is stopped when three months have passed since the instructions for tagging process E were saved. By including a specification of the expiration date for the tagging process, it is expected that careless management of the tagging process can be reduced.

[0077] In one aspect, the modification process is a tag removal process, which removes tag associations for each customer data item in accordance with predetermined conditions. Examples of the tag removal process include a process of stripping tags.

[0078] The tag removal instructions define the circumstances under which the tag should be removed. In the present disclosure, the definition of the circumstances under which the tag removal should be performed may be referred to as the tag removal condition. The tag removal condition may be selected from the saved grouping conditions, or a new condition may be set to be applied in addition to the currently applied grouping condition. For the newly set condition, the description of the grouping condition in the present disclosure may be referred to.

[0079] -Fourth reception unit 326 (answer form generation instruction reception unit)- The fourth receiving unit 326 receives instructions from the user regarding the generation of an answer form in accordance with the column design of the customer database 311.

[0080] (Data Processing Function 330) The data processing function 330 includes a database generation unit 331 , a grouping unit 332 , and a modification unit 333 .

[0081] -Database Generation Unit 331- The database generation unit 331 generates a customer database based on multiple customer data acquired by the customer data acquisition unit 321, instructions regarding column design accepted by the first acceptance unit 322, and instructions regarding key columns accepted by the second acceptance unit 323.

[0082] -Grouping processing unit 332- The grouping processing unit 332 performs grouping processing on the customer data based on the customer database generated by the database generating unit 331 and the grouping conditions received by the grouping condition receiving unit 324 .

[0083] -Modification processing unit 333- The modification processing unit 333 performs modification processing on the customer data that has been grouped by the grouping processing unit 332, based on the instruction regarding modification processing received by the third receiving unit 325. This allows the user to monitor the customer data extracted under the conditions set by the user.

[0084] In one embodiment, the modification processing unit 333 performs the modification process sequentially. By performing the modification process sequentially, continuous monitoring of customer data becomes possible. For example, the modification process is performed at a predetermined frequency. At this time, a predetermined scoring process, tagging process, and / or tag removal process may be performed on customer data that no longer satisfies a predetermined grouping condition. The frequency of the modification process to be performed sequentially and the maximum number of times, etc. may be received by the third receiving unit 325 as instructions regarding the modification process.

[0085] In one embodiment, the modification processing unit 333 further performs a classification process for each customer data item, classifying the customer data item into a predetermined classification group depending on whether the cumulative score associated with the customer data item based on a predetermined scoring process reaches a predetermined reference value. By performing a classification process based on the cumulative score, it is expected that the effectiveness of instructions regarding the modification process can be monitored.

[0086] In one embodiment, the modification processor 333 performs further modification processing based on the results of the classification processing. By performing classification processing based on the cumulative score, it is possible to monitor the effectiveness of instructions regarding modification processing, and by performing further modification processing based on the results of the classification processing, it is expected that the accuracy of monitoring customer data will be improved.

[0087] (Display control unit 340) The display control unit 340 displays scores and / or tags for customer data in each table of the customer database based on the grouping conditions accepted by the grouping condition accepting unit 324 and instructions regarding modification processing accepted by the third accepting unit 325.

[0088] In one embodiment, the display control unit 340 changes the display mode of the score and / or tag based on the results of a predetermined effect measurement by the effect measurement unit 350. For example, when the opening rate of step emails for gold members is equal to or higher than a predetermined reference value, the display mode of the tag for gold members is changed.

[0089] (Effectiveness Measurement Department 350) The effectiveness measurement unit 350 measures the effectiveness of the promotion on customers based on the grouping conditions received by the grouping condition receiving unit 324 and the instructions regarding the modification process received by the third receiving unit 325. Examples of such measures include the rate at which gold members open step mails, and the rate at which customers targeted by step mail X change from bronze members to silver members. The effectiveness of the promotion may be measured at predetermined intervals.

[0090] The effect measurement unit 350 may measure the effect of the promotion on the customer according to the result of the classification process based on the cumulative scores performed by the modification processing unit 333.

[0091] (Promotion support information generation unit 360) The promotion support information generating unit 360 generates promotion support information for the customer based on the grouping conditions received by the grouping condition receiving unit 324 and the instructions regarding the modification process received by the third receiving unit 325.

[0092] In one embodiment, the promotional support information generation unit 360 generates promotional support information based on instructions regarding the design of the customer database 331 input by the user. For example, the promotional support information is generated for customers who satisfy conditions specified by the user. For example, the promotional support information is generated for customers who belong to a group specified by the user.

[0093] In this disclosure, "promotion support information" refers to information that supports the promotion of a company's products or services to customers. Examples of such information include emails, SMS, and pop-ups that appear when a customer browses a web page. Promotion support information also includes information that contributes to the consideration of promotional approaches to customers. Examples of such information include reports summarizing the behavioral history of each customer and information regarding the score assignment history of each customer.

[0094] In one aspect, the promotion support information includes information regarding API (Application Programming Interface) specifications, and the information regarding API specifications includes a specification of a column selected by a user from among multiple columns included in the column design of customer database 331. The information regarding API specifications enables information corresponding to the column specified by the user to be API-linked from customer database 331.

[0095] (output unit 370) The output unit 370 outputs the promotion support information generated by the promotion support information generating unit 360 .

[0096] <Process> 5 to 7 are sequence diagrams for explaining the processes of the information processing system 1 according to one embodiment of the present disclosure.

[0097] FIG. 5 is a sequence diagram illustrating a process for acquiring customer data by the information processing system 1 according to an embodiment of the present disclosure. When a customer accesses a web page provided by a company on the customer terminal device 10 (step S110), the company terminal device 20 displays the requested web page on the customer terminal device 10 (step S111). On the web page, the customer browses web pages of various real estate properties, reserves a viewing, and inputs information about the customer and their interests (step S112). In addition, the user inputs data about the customer through operation of the company terminal device 20 (step S113). The information processing device 30 acquires the information input in steps S112 and S113 and the collected information (step S114).

[0098] FIG. 6 is a sequence diagram illustrating processes related to the generation of a customer database and the grouping and modification of customer data by the information processing system 1 according to an embodiment of the present disclosure. The user inputs instructions regarding the design of the customer database 311 (step S210). The user also inputs instructions regarding columns to be used as criteria for determining whether to integrate customer data (step S211). The information processing device 30 generates the customer database 311 based on the instructions input in S210 and S211 (step S212). The user inputs grouping conditions for grouping customer data of interest that are extracted from the customer database 311 (step S213). The information processing device 30 performs grouping of the customer data based on the grouping conditions input in S213 (step S214). The user inputs instructions regarding the modification process to be performed on the grouped customer data (step S215). The information processing device 30 performs modification of the customer data based on the instructions input in S215 (step S216). S213 and S215 may be performed simultaneously, and S214 and S216 may be performed in parallel.

[0099] 7 is a sequence diagram illustrating a process for generating and using an answer form by the information processing system 1 according to an embodiment of the present disclosure. The user inputs instructions for generating an answer form to be filled out by the customer (step S310). The information processing device 30 generates an answer form based on the instructions input in S310 (step S311) and presents it to the customer. When the customer fills out the answer form (step S312), the information processing device 30 acquires information about the customer that has been input into the answer form (step S313).

[0100] 8 is a flowchart illustrating a process performed by the information processing system 1 according to an embodiment of the present disclosure. The information processing system 1 acquires customer data (step S510) and receives instructions from the user regarding the design of the customer database 311 (step S511). Based on the instructions received in S511, the information processing system 1 generates the customer database 311 (step S512). The information processing system 1 receives instructions regarding grouping processing from the user (step S513) and performs grouping processing of the customer data based on the instructions (step S514).

[0101] FIG. 9 is a flowchart illustrating a process performed by the information processing system 1 according to an embodiment of the present disclosure. The information processing system 1 acquires customer data (step S710) and receives instructions from the user regarding the design of the customer database 311 (step S711). Based on the instructions received in S711, the customer database 311 is generated (step S712). The information processing system 1 receives instructions regarding grouping from the user (step S713) and performs grouping of the customer data based on the instructions (step S714). When the user inputs instructions regarding scoring management and tag management, the information processing system 1 receives the instructions (step S715) and performs modification of the customer data based on the instructions. Each target customer data is verified (step S716) and determined whether it satisfies the predetermined scoring conditions set based on the user's instructions (step S717). If the scoring conditions are satisfied (step S717: YES), the information processing system 1 performs scoring of the customer data (step S718). If the score assignment conditions are not met (step S717: NO), or following S718, it is determined whether the customer data satisfies predetermined score deduction conditions set based on instructions from the user (step S719). If the score deduction conditions are met (step S719: YES), score deduction processing is performed for the customer data (step S720). If the score deduction conditions are not met (step S719: NO), or following S720, it is determined whether to continue the scoring process (step S721).

[0102] Whether to continue the scoring process may be determined based on the expiration date included in the user's instruction for the scoring process. For example, if the expiration date for maintaining the instruction for a specific scoring process is three months, the scoring process is stopped when three months have passed since the scoring process was saved. Also, for example, if the expiration date for a specific scoring process is three months and the upper limit for the number of times the scoring process can be executed is five, the scoring process is stopped when three months have passed since the scoring process was saved or when the number of times the scoring process has been executed reaches five.

[0103] If the scoring process is to be continued (step S721: YES), the process returns to S716 and the scoring process is repeated. If the scoring process is not to be continued (step S721: NO), it is determined whether the target customer data satisfies the tagging conditions set based on the instructions received in S715 (step S722). If the tagging conditions are satisfied (step S722: YES), tagging processing is performed on the customer data (step S723), and the process ends. If the tagging conditions are not satisfied (step S722: NO), the process ends.

[0104] <Screen display> A user can open an administration screen of software that provides the functions of the information processing device 30 on the company terminal device 20 and perform various inputs. FIG. 10 illustrates an example of a screen display for inputting instructions related to tag management by the information processing system 1 according to an embodiment of the present disclosure. A screen A10 for inputting instructions related to tag management displays a list of tags whose conditions, such as assignment or revocation, have been customized and saved by the user. The tag list displays tag names a100 and images a110 of tag display modes. Selecting an edit tag button a120 displays a screen A20 for editing instructions related to the tag. The screen A20 includes a field a200 for inputting the tag name, a field a210 for inputting display modes such as background color and text color, and a field a220 for inputting assignment or revocation conditions.

[0105] 11 is an example of a screen display related to input of instructions related to database design by the information processing system 1 according to an embodiment of the present disclosure. The example screen of Fig. 11 includes an input field for instructions related to the design of the customer database 311, including the name of the attribute data, the database type, etc., and a button for outputting information related to the API specifications.

[0106] 12 is an example of a screen display related to customer management by the information processing system 1 according to an embodiment of the present disclosure. The example screen of FIG. 12 displays a list of customers related to the acquired customer data.

[0107] 13 is an example of a screen display related to input of instructions related to scoring processing by information processing system 1 according to one embodiment of the present disclosure. The example screen of Fig. 13 has a field for inputting the name of the scoring processing and a field for inputting what kind of score (point) fluctuation the scoring processing will accompany.

[0108] 14 is an example of a screen display related to the generation of promotion support information by the information processing system 1 according to an embodiment of the present disclosure. The example screen of FIG. 14 relates to the creation and editing of step mails.

[0109] The above-described embodiments are intended to facilitate understanding of the present invention and are not intended to limit the present invention. The flowcharts, sequences, elements included in the embodiments, and their arrangements, materials, conditions, shapes, sizes, etc., described in the embodiments are not limited to those illustrated and can be modified as appropriate. Furthermore, configurations shown in different embodiments can be partially substituted or combined with each other. [Explanation of symbols]

[0110] 1...information processing system, 10...customer terminal device, 20...company terminal device, 30...information processing device, 70a...processor, 70b...RAM, 70c...ROM, 70d...communication device, 70e...input device, 70f...output device, 70g...bus, 310...storage unit, 311...customer database, 320...input acceptance function, 321...customer data acquisition unit, 322...first acceptance unit, 323...second acceptance unit, 324...grouping condition acceptance unit, 235...third acceptance unit, 236...fourth acceptance unit, 330...data processing function, 331...database generation unit, 332...grouping processing unit, 333...modification processing unit, 340...display control unit, 350...effect measurement unit, 360...promotion support information generation unit, 370...output unit, P10...program

Claims

1. An information processing device for integrating customer data and managing predetermined customer data in a manner that allows monitoring, a customer data acquisition unit that acquires multiple customer data; a first receiving unit that receives an instruction regarding a column design to be applied to a table in a customer database, the instruction being set by a user; a second receiving unit that receives an instruction regarding a key column for determining integration of customer data, selected by the user from among a plurality of columns included in the column design; a database generation unit that generates a customer database based on the plurality of customer data, the instruction regarding the column design, and the instruction regarding the key column; a grouping condition receiving unit that receives grouping conditions for grouping customer data set by the user; and a grouping processing unit that performs grouping processing of customer data based on the customer database and the grouping conditions; An information processing device having the above.

2. The information processing device includes: a third receiving unit that receives an instruction set by the user regarding a modification process to be performed on the customer data that has been subjected to the grouping process; and a modification processing unit that performs a predetermined modification process on the customer data that has been subjected to the grouping process based on the instruction received by the third receiving unit; and The modification process is a scoring process and / or a tagging process. The information processing device according to claim 1 .

3. The grouping conditions include conditions related to customer behavior history, the modification processing unit sequentially performs processing, and performs a predetermined scoring process and / or tag removal process on customer data for which the conditions regarding the customer's behavior history no longer are satisfied; The information processing device according to claim 2 .

4. The information processing device includes: a display control unit that displays a score and / or a tag for predetermined customer data in each table of the customer database based on the grouping conditions and the instruction regarding the modification process; further comprising The information processing device according to claim 2 .

5. the third reception unit receives an instruction regarding a scoring process; the modification processing unit performs a scoring process on the customer data that has been subjected to the grouping process based on the instruction regarding the scoring process, and optionally performs a classification process for each customer data item to classify it into a predetermined classification group depending on whether or not the cumulative score reaches a predetermined reference value; The information processing device according to claim 2 .

6. the modification processing unit performs further modification processing based on the result of the classification processing. The information processing device according to claim 5 .

7. the third reception unit receives an instruction regarding tagging processing; the modification processing unit performs tagging processing on the customer data that has been subjected to grouping processing based on the instruction regarding the tagging processing; The information processing device according to claim 2 .

8. The information processing device includes: a fourth receiving unit that receives an instruction regarding generation of an answer form according to a column design of the customer database set by the user; and the customer data acquisition unit acquires information entered in the answer form. The information processing device according to claim 1 .

9. The information processing device includes: an effect measurement unit that measures an effect for each predetermined period based on the grouping conditions and the instruction regarding the modification processing; and the display control unit changes a display mode of the score and / or the tag based on the measurement result of the effect by the effect measurement unit. The information processing device according to claim 3 .

10. a promotion support information generating unit that generates promotion support information according to the content of the customer data based on the grouping conditions and the instructions regarding the modification processing; and The promotion support information includes information regarding API (Application Programming Interface) specifications, including designation of a column selected by the user from among a plurality of columns included in the column design. The information processing device according to claim 1 .

11. An information processing method for one or more computers to integrate customer data and manage predetermined customer data in a manner that allows monitoring, comprising: One or more computers A customer data acquisition step for acquiring multiple customer data; a first receiving step of receiving instructions regarding a column design to be applied to a table in a customer database, the instructions being set by a user; a second receiving step of receiving an instruction regarding a key column for determining integration of customer data, selected by the user from among a plurality of columns included in the column design; a database generation step of generating a customer database based on the plurality of customer data, the instruction regarding the column design, and the instruction regarding the key column; a grouping condition receiving step of receiving grouping conditions for grouping customer data set by the user; and a grouping processing step for performing grouping processing of customer data based on the customer database and the grouping conditions; An information processing method comprising:

12. A program for causing one or more computers to integrate customer data and manage predetermined customer data in a manner that allows monitoring, On one or more computers, A customer data acquisition step for acquiring multiple customer data; a first receiving step of receiving instructions regarding a column design to be applied to a table in a customer database, the instructions being set by a user; a second receiving step of receiving an instruction regarding a key column for determining integration of customer data, selected by the user from among a plurality of columns included in the column design; a database generation step of generating a customer database based on the plurality of customer data, the instruction regarding the column design, and the instruction regarding the key column; a grouping condition receiving step of receiving grouping conditions for grouping customer data set by the user; and a grouping processing step for performing grouping processing of customer data based on the customer database and the grouping conditions; A program that executes.

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