Purchase and exchange support methods

Abstract

Improve product replacement support technology. [Solution] A replacement support method executed by an information processing device, comprising: acquiring customer attribute information at the time of product purchase; identifying an estimated replacement period and replacement candidates based on the customer attribute information; and presenting replacement candidates at the estimated replacement period.

Description

Technical Field

[0001] The present disclosure relates to a method for supporting product replacement.

Background Art

[0002] Conventionally, a technique for analyzing the content of negotiations regarding products has been known. For example, Patent Document 1 discloses a dialogue analysis system that checks whether a salesperson explains matters to be explained and does not mention matters that should not be mentioned in negotiations with customers.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] Although Patent Document 1 shows a technique for analyzing the content of negotiations by machine learning, the necessity of future product replacement by customers has not been sufficiently studied so far. Thus, there has been room for improvement in product replacement support technology.

[0005] In view of such circumstances, an object of the present disclosure is to improve product replacement support technology.

Means for Solving the Problems

[0006] A replacement support method according to an embodiment of the present disclosure is a replacement support method executed by an information processing apparatus, acquiring customer attribute information at the time of product purchase, identifying an estimated replacement time and replacement candidates based on the customer attribute information, and presenting the replacement candidates at the estimated replacement time. including. [Effects of the Invention]

[0007] According to one embodiment of this disclosure, product replacement support technology is improved. [Brief explanation of the drawing]

[0008] [Figure 1] This is a block diagram showing the schematic configuration of the system according to this embodiment. [Figure 2] This is a flowchart showing the operation of an information processing device. [Modes for carrying out the invention]

[0009] The embodiments of this disclosure will now be described. Referring to Figure 1, the overview and configuration of System 1 according to this embodiment will be described. System 1 according to this embodiment comprises an information processing device 10 and a terminal device 20. The information processing device 10 is a server device installed, for example, in a data center. The terminal device 20 is any device used by users, such as staff for business negotiations. These devices are connected to each other so as to be able to communicate via a network 30 such as the Internet. In Figure 1, one information processing device 10 and one terminal device 20 are shown, but System 1 may comprise multiple such devices.

[0010] First, an overview of this embodiment will be described, and details will be described later. The replacement support method according to 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. The information processing device 10 also identifies the estimated replacement time and replacement candidates based on the customer attribute information. The information processing device 10 then presents replacement candidates at the estimated replacement time.

[0011] Thus, according to this embodiment, the information processing device 10 acquires customer attribute information at the time of product purchase, identifies an estimated replacement time and replacement candidates based on the customer attribute information, and presents replacement candidates at the estimated replacement time. Therefore, the product replacement support technology is improved in that replacement candidate products corresponding to the customer attribute information are presented at an appropriate time.

[0012] Next, the configurations of the information processing device 10 and the terminal device 20 will be described in detail.

[0013] As shown in Figure 1, the information processing device 10 comprises 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 specialized for a specific process. The control unit 11 controls each part of the information processing device 10 and executes processes 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, for example, a main memory or an auxiliary memory. The storage unit 12 stores data used for the operation of the information processing device 10 and data obtained by the operation of the information processing device 10. For example, the storage unit 12 stores a learning model. The learning model is a model created by machine learning using a machine learning algorithm. The learning model may be, for example, a machine learning model built on a decision tree, a model generated based on a machine learning algorithm such as a Convolutional Neural Network (CNN), a Recurrent Neural Network (RNN), or other deep learning. The input unit 13 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 13 accepts operations to input data used for the operation of the information processing device 10. The output unit 14 includes at least one output interface. The output interface may be, for example, a display that outputs information as video, or a speaker that outputs information as audio. The output unit 14 outputs data obtained by the operation of the information processing device 10. The communication unit 15 includes at least one external communication interface. The communication interface may be either a wired communication interface or a wireless communication interface. In the case of wired communication, the communication interface may be, for example, a LAN or USB. In the case of wireless communication, the communication interface may be, for example, an interface compatible with a mobile communication standard such as 5G, or an interface compatible with short-range wireless communication.The communication unit 15 receives data used for the operation of the information processing device 10 and transmits data obtained through the operation of the information processing device 10.

[0014] As shown in Figure 1, the terminal device 20 comprises 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 specialized for specific processing. The control unit 21 controls each part of the terminal device 20 and executes processing related to the operation of the terminal device 20. The storage unit 22 includes at least one semiconductor memory, etc. The semiconductor memory is, for example, RAM or ROM. The storage unit 22 functions, for example, as a main memory or auxiliary memory. The storage unit 22 stores data used for the operation of the terminal device 20 and data obtained by the operation of the terminal device 20. The input unit 23 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 23 accepts operations to input data used for the operation of the terminal device 20. The output unit 24 includes at least one output interface. The output interface is, for example, a display that outputs information as video, or a speaker that outputs information as audio. The output unit 24 outputs data obtained by the operation of the terminal device 20. The communication unit 25 includes at least one external communication interface. The communication interface may be either a wired communication interface or a wireless communication interface. In the case of wired communication, the communication interface is, for example, a LAN or USB. In the case of wireless communication, the communication interface is, for example, an interface compatible with a mobile communication standard such as 5G, or an interface compatible with short-range wireless communication. The communication unit 25 receives data used in the operation of the terminal device 20 and transmits data obtained by the operation of the terminal device 20.

[0015] The functions of the information processing device 10 or terminal device 20 are realized by executing a program according to this embodiment on a processor corresponding to the control unit 11 or control unit 21. In other words, the functions of the information processing device 10 or terminal device 20 are realized by software. The program causes the computer to function as the information processing device 10 or terminal device 20 by having the computer execute the operations of 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 operations 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. The computer-readable recording medium includes non-temporary computer-readable media, such as magnetic recording devices and semiconductor memory. The program can be distributed, for example, by selling, transferring, or lending a portable recording medium such as a DVD on which the program is recorded. Alternatively, the program may be distributed by storing the program on the storage of an external server and transmitting the program from the external server to another computer. The program may also be provided as a program product. Some or all of the functions of the information processing device 10 or the terminal device 20 may be implemented by a dedicated circuit corresponding to the control unit 11 or the control unit 21. In other words, some or all of the functions of the information processing device 10 or the terminal device 20 may be implemented by hardware.

[0016] Referring to Figure 2, the operation of the information processing device 10 according to this embodiment will be explained. Here, we will mainly explain an example where the product to be replaced is a vehicle. First, the control unit 11 of the information processing device 10 acquires customer attribute information at the time of product purchase (step S10). Customer attribute information is information that shows various characteristics, background, etc., of the customer. For example, customer attribute information may include at least one of the following: family structure, residential area, lifestyle, moving plans, economic situation, environmental awareness, life events, and preferences. Family structure may include the number of family members, the age of children, the presence or absence of elderly people, etc. Residential area may include urban or rural areas, convenient transportation, the presence and size of parking spaces, etc. Lifestyle may include commuting methods, how holidays are spent, and frequency of product use. Environmental awareness may include fuel efficiency and interest in electric vehicles and hybrid vehicles. Life events may include marriage, childbirth, and children's advancement to higher education. Preferences may include past purchase experience and preferences for specific brands.

[0017] Any method can be used to acquire customer attribute information. For example, customer attribute information may be acquired based on voice data from business negotiations, by analyzing the voice data with a voice recognition engine or the like. Any method can be used to acquire the voice data. For example, the control unit 11 may acquire voice data from external devices, including the terminal device 20, via the communication unit 15 and the network 30. Alternatively, the control unit 11 may acquire voice data via the input unit 13. In other words, customer attribute information may be determined based on voice data from business negotiations.

[0018] Next, the control unit 11 identifies the estimated replacement time and replacement candidates based on the customer attribute information (step S20). Any method can be adopted for the process of identifying the estimated replacement time and replacement candidates. For example, the control unit 11 may input the customer attribute information as an explanatory variable into a learning model, and obtain the estimated replacement time and replacement candidates as the output of the learning model, thereby identifying the estimated replacement time and replacement candidates. As a specific example, for instance, at the time of purchasing a product, the customer purchases a sporty sedan, and at this time, the family composition is one person, and the customer is about to get married and hopes to have a child soon. Also, assume that during the negotiation, there was a conversation like "I want to switch to a minivan if I have a child". In this case, based on these customer attribute information, the control unit 11 identifies three years after the purchase as the estimated replacement time, and estimates that minivans, SUVs, etc. are replacement candidates. Also, for example, at the time of purchasing a product, assume that the customer purchases a minivan, and at this time, the family composition is a family of four. Also, assume that the customer lives in the suburbs but has a plan to move, and the new residence is located in a place where the commuting distance increases. In this case, the control unit 11 sets five years after the purchase as the estimated replacement time based on the above customer attribute information. Also, the control unit 11 estimates a hybrid vehicle, etc. as a replacement candidate. This reflects that a fuel-efficient hybrid vehicle is suitable for the increase in commuting distance and the changing needs due to the growth of children.

[0019] Subsequently, the control unit 11 presents the replacement candidates at the estimated replacement time (step S30). Any method can be adopted for the process of presenting the replacement candidates. For example, the control unit 11 may transmit data to the terminal device 20 via the communication unit 15, and present the replacement candidates through the user interface displayed and output by the output unit 24 of the terminal device 20. Alternatively, the control unit 11 may present the replacement candidates through the user interface displayed and output by the output unit 14. Specifically, for example, when three years after the purchase is identified as the estimated replacement time, the control unit 11 presents the replacement candidates three years after the purchase, for example, by the terminal device 20 of the negotiation staff. This encourages the proposal of replacement candidates to the customer at an appropriate timing.

[0020] As described above, the information processing apparatus 10 according to the present embodiment acquires customer attribute information at the time of product purchase. Further, the information processing apparatus 10 specifies an estimated replacement time and replacement candidates based on the customer attribute information. Then, the information processing apparatus 10 presents the replacement candidates at the estimated replacement time.

[0021] As described above, according to the present embodiment, the information processing apparatus 10 acquires customer attribute information at the time of product purchase, specifies an estimated replacement time and replacement candidates based on the customer attribute information, and presents the replacement candidates at the estimated replacement time. For this reason, the product replacement support technology is improved in that the product of the replacement candidate corresponding to the customer attribute information is presented at an appropriate timing.

[0022] Although the present disclosure has been described based on the drawings and examples, it should be noted that those skilled in the art may make various modifications and alterations based on the present disclosure. Therefore, it should be noted that these modifications and alterations are included in the scope of the present disclosure. For example, the functions included in each component or each step, etc. can be rearranged so as not to be logically contradictory, and a plurality of components or steps, etc. can be combined into one or divided.

[0023] For example, the control unit 11 may update the content of the customer attribute information at the estimated replacement time. Specifically, for example, when there are changes in family composition, residential area, or lifestyle, these pieces of information may be updated to the latest information at the estimated replacement time. Any method can be adopted for the update process. For example, based on the content of the negotiation conducted at the estimated replacement time, the control unit 11 may update the content of the customer attribute information. Also, at this time, the control unit 11 may update the content of the customer attribute information based on the voice data of the negotiation conducted at the estimated replacement time.

[0024] Furthermore, the control unit 11 may also present questions that require updating. For example, it could present questions related to the customer's life events, questions about changes in economic circumstances (such as salary increases or changes in income due to job changes), questions about changes in lifestyle (such as changes in commuting methods, commuting distance, how holidays are spent, and frequency of product use), and questions about changes in purchasing intent. Based on these, staff can ask the customer questions to appropriately update the customer information.

[0025] Furthermore, in the embodiment described above, it is also possible to have an embodiment in which the configuration and operation of the information processing device 10 are distributed among multiple computers that can communicate with each other. [Explanation of Symbols]

[0026] 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 replacement support method performed by an information processing device, To obtain customer attribute information at the time of product purchase, Based on the aforementioned customer attribute information, the estimated replacement timing and potential replacements are identified. To present the aforementioned replacement candidates at the estimated replacement time, Trade-in support methods including

2. A replacement support method according to claim 1, The aforementioned customer attribute information is determined based on audio data from sales negotiations, and is a method for supporting trade-ins.

3. A replacement support method according to claim 1, A replacement support method in which the aforementioned customer attribute information includes at least one of the following: family structure, residential area, lifestyle, moving plans, economic status, environmental awareness, life events, and preferences.

4. A replacement support method according to claim 1, further A replacement support method, which includes updating the content of the customer attribute information at the estimated replacement time.

5. A replacement support method according to claim 4, further A method of assisting with trade-in purchases, including presenting questions that need to be updated.

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