Insurance sales support system, insurance sales support method, and insurance sales support program

Abstract

We provide an insurance sales support system, insurance sales support methods, and insurance sales support programs that encourage insurance sales representatives to take actions to sell insurance to customers. [Solution] In an insurance sales support system in which a server and an insurance agent's terminal are connected via a network such as the Internet, the server 10 includes: a prediction unit that predicts a classification for a customer based on the customer's customer information relating to insurance, taking into account the likelihood of additional insurance contracts and the unit price of additional contracts; a proposal unit that proposes topics of conversation recommended for the insurance sales agent when proposing insurance to the customer, based on the customer's customer information and using predetermined rules regarding customer information; and a presentation unit that presents the predicted classification and the proposed topics of conversation for the customer.

Description

Technical Field

[0001] The present invention relates to an insurance sales support system, an insurance sales support method, and an insurance sales support program.

Background Art

[0002] Conventionally, there has been known an insurance proposal device that predicts the probability of a user entering into a contract for each of a plurality of insurance candidates, and outputs the content of an insurance to be proposed to the user based on the predicted probability of the user entering into the contract (Patent Document 1).

[0003] There is also known a sales activity support device including data for displaying lines that a sales representative is to speak to a customer (Patent Document 2).

[0004] There is also known an insurance product presentation device that presents an insurance product using a machine learning model which has learned a relationship between information on a contractor and contracted insurance products (Patent Document 3).

[0005] There is also known an insurance contract continuation support device that predicts whether an insurance policyholder will continue or cancel an insurance contract, and generates continuation support information for supporting the continuation of the insurance contract for an insurance policyholder predicted to cancel the contract (Patent Document 4).

[0006] There is also known an information processing device that improves the efficiency of transferring skills between sales representatives (Patent Document 5).

[0007] It is also known to predict a contract closing probability by inputting user attributes into a trained model obtained through machine learning (Patent Document 6).

Prior Art Literature

Patent Documents

[0008]

Patent Document 1

Patent Document 2

[0009] There are hurdles for insurance sales representatives when taking action to sell insurance to customers, and there is room for improvement in supporting insurance sales representatives in their sales activities.

[0010] The present invention aims to provide an insurance sales support system, an insurance sales support method, and an insurance sales support program that can encourage insurance sales representatives to take actions to sell insurance to customers. [Means for solving the problem]

[0011] To achieve the above objective, the insurance sales support system according to the first invention includes: a prediction unit that predicts a classification for a customer based on the customer information relating to insurance, taking into account the likelihood of additional insurance contracts and the unit price of such additional contracts; a proposal unit that proposes topics of conversation recommended for an insurance salesperson when proposing insurance to a customer, based on the customer information of the customer and using predetermined rules relating to the customer information; and a presentation unit that presents the predicted classification and the proposed topics of conversation for the customer.

[0012] In this way, based on customer information relating to insurance, the system predicts a customer's classification considering the likelihood of additional insurance contracts and the unit price of such additional contracts. Based on the customer's information, the system proposes topics of conversation that are recommended for insurance sales representatives when proposing insurance to the customer, using predetermined rules regarding the customer information. The system then presents the predicted classification and the proposed topics of conversation for the customer. This allows insurance sales representatives to take action to sell insurance to customers.

[0013] The insurance sales support system according to the second invention, in the insurance sales support system according to the first invention, predicts the expected likelihood of additional insurance contracts and the unit price of the additional contracts based on the customer information, and predicts the classification based on the expected likelihood of additional insurance contracts and the unit price of the additional contracts.

[0014] The insurance sales support system according to the third invention is an insurance sales support system according to the first or second invention, in which the proposal unit proposes a topic theme that matches the customer information of the customer, using predetermined rules based on the insurance details the customer has already contracted, the customer's age, and the customer's family structure, for each topic theme.

[0015] The insurance sales support system according to the fourth invention is an insurance sales support system according to any of the first to third inventions, wherein the display unit displays a screen on the terminal of the insurance salesperson showing the predicted category and the proposed topic for the customer.

[0016] The insurance sales support system according to the fifth invention is an insurance sales support system according to the fourth invention, wherein the display unit further displays the screen on the terminal of the insurance salesperson, which displays an explanation of a business negotiation using the topic, or a sample video of a business negotiation using the topic.

[0017] The insurance sales support method according to the sixth invention is executed by a computer, comprising: predicting, for the customer based on the customer's customer information related to insurance, a classification that takes into account the expectation of an additional insurance contract with the customer and the unit price of said additional contract; proposing a topic theme recommended for an insurance sales person when proposing insurance to the customer by using a rule predetermined for the customer information based on the customer's customer information; and presenting the classification predicted for the customer and the proposed topic theme.

[0018] The insurance sales support program according to the seventh invention is a program that causes a computer to execute: predicting, for the customer based on the customer's customer information related to insurance, a classification that takes into account the expectation of an additional insurance contract with the customer and the unit price of said additional contract; proposing a topic theme recommended for an insurance sales person when proposing insurance to the customer by using a rule predetermined for the customer information based on the customer's customer information; and presenting the classification predicted for the customer and the proposed topic theme. [Effects of the Invention]

[0019] As described above, according to the insurance sales support system, insurance sales support method, and insurance sales support program of the present invention, the effect is obtained that an insurance sales person can be encouraged to take actions for conducting insurance sales to customers. [Brief Description of the Drawings]

[0020] [Figure 1] It is a schematic diagram showing the configuration of an insurance sales support system according to an embodiment of the present invention. [Figure 2] It is a schematic block diagram of an example of a computer functioning as a server and an insurance agent-side terminal according to an embodiment of the present invention. [Figure 3] It is a block diagram showing the configuration of a server according to an embodiment of the present invention. [Figure 4] It is a diagram showing an example of a display screen on an insurance agent-side terminal. [Figure 5]This figure shows an example of the display screen on the insurance agent's terminal. [Figure 6] This figure shows an example of the display screen on the insurance agent's terminal. [Figure 7] This flowchart shows the processing flow of a server according to an embodiment of the present invention. [Modes for carrying out the invention]

[0021] Embodiments of the present invention will be described in detail below with reference to the drawings.

[0022] As shown in Figure 1, the insurance sales support system 100 according to an embodiment of the present invention comprises a server 10 and an insurance agent terminal 20 installed on the insurance company side.

[0023] Server 10 and insurance agent terminal 20 are connected via a network 26 such as the Internet.

[0024] The insurance agent's terminal 20 consists of a mobile terminal or a computer terminal, etc. Here, mobile terminals include smartphones, mobile phones, and PDAs (Personal Digital Assistants). Computer terminals include notebook computers and desktop computers.

[0025] Figure 2 is a block diagram showing the hardware configuration of the server 10 and the insurance agent's terminal 20 in this embodiment.

[0026] As shown in Figure 2, the server 10 and the insurance agent's terminal 20 each have a CPU (Central Processing Unit) 11, ROM (Read Only Memory) 12, RAM (Random Access Memory) 13, storage 14, input unit 15, display unit 16, and communication interface (I / F) 17. Each component is connected to the others via a bus 19 so that they can communicate with each other.

[0027] The CPU 11 is a central processing unit that executes various programs and controls various components. Specifically, the CPU 11 reads a program from the ROM 12 or storage 14 and executes the program using the RAM 13 as a working area. The CPU 11 controls each of the above components and performs various calculations according to the program stored in the ROM 12 or storage 14. In this embodiment, the ROM 12 or storage 14 stores programs for performing various processes.

[0028] ROM12 stores various programs and data. RAM13 temporarily stores programs or data as a working area. Storage14 consists of an HDD (Hard Disk Drive) or SSD (Solid State Drive) and stores various programs, including the operating system, and various data.

[0029] The input unit 15 includes a pointing device such as a mouse and a keyboard, and is used for various types of input.

[0030] The display unit 16 is, for example, a liquid crystal display and displays various information. The display unit 16 may also function as an input unit 15 by employing a touch panel system.

[0031] The communication interface 17 is an interface for communicating with other devices, and standards such as Ethernet®, FDDI, and Wi-Fi® can be used.

[0032] Next, we will describe the functional configuration of server 10. Figure 3 is a block diagram showing an example of the functional configuration of server 10.

[0033] Functionally, the server 10 comprises a learning unit 30, a prediction unit 32, a proposal unit 34, and a presentation unit 36, as shown in Figure 3.

[0034] The learning unit 30 acquires multiple sets of training data, which are pre-prepared combinations of customer information related to insurance, the expected likelihood of additional insurance contracts, the unit price of additional contracts, and categories that take into account the expected likelihood and unit price of additional contracts.

[0035] The learning unit 30 predicts the expected likelihood of additional insurance contracts and the unit price of additional contracts based on multiple training data and customer information, and learns a model that predicts categories based on the expected likelihood of additional insurance contracts and the unit price of additional contracts, and sets this as a trained model.

[0036] Customer information includes, for example, the details of the insurance policies the customer has contracted, the customer's age, and the customer's family structure.

[0037] Based on the newly input customer information regarding insurance, the prediction unit 32 uses the trained model learned by the learning unit 30 to predict a classification for the customer that takes into account the expected likelihood of additional insurance contracts and the unit price of those additional contracts.

[0038] Based on the newly entered customer information, the proposal unit 34 proposes topics of conversation that are recommended for insurance sales representatives when proposing insurance to the customer, using predetermined rules regarding customer information.

[0039] Specifically, for each topic, the proposal unit 34 proposes a topic that matches the customer's information and corresponds to a predetermined rule, using the customer's existing insurance policy details, the customer's age, and the customer's family structure.

[0040] For example, if a customer falls under the category of having had their current insurance premiums revised, the topic of discussion would be to inform them of the revised premiums and suggest reviewing their coverage.

[0041] The display unit 36 ​​presents the predicted category and suggested topic for the customer. Specifically, the display unit 36 ​​displays a screen on the insurance agent's terminal 20 showing the predicted category, suggested topic, an explanation of the business negotiation using the suggested topic, and a sample video of the business negotiation using the suggested topic.

[0042] For example, as shown in Figure 4, the system displays basic customer information (see upper left of Figure 4) along with past insurance claim history information (see "Warnings" in Figure 4) all on a single screen. It also displays predicted categories (see "AI Needs Prediction" in Figure 4), supporting strategic planning by allowing users to centrally review customer-related information. Furthermore, it allows switching to information for other family members within the same household, not just the household representative (see Figure 5).

[0043] Figure 4 shows the suggested topic for all family members in the household (see "Contact Themes" in Figure 4). Along with the predicted categories, the top 3 predicted needs are displayed (see "AI Needs Prediction" in Figure 4).

[0044] Furthermore, Figure 4 shows the content of the proposed topic and the key points for negotiation (see "Key Points for Negotiation" in Figure 4).

[0045] Furthermore, Figure 4 displays a button that instructs the creation of materials related to the proposed topic (see "+Create Contact Tool" in Figure 4) and an icon that instructs the playback of a sample video of a business negotiation using the proposed topic.

[0046] Furthermore, Figure 4 displays icons for showing telephone appointment scripts related to the proposed topic (see "Appointments" in Figure 4). It also displays icons for showing reference materials and case studies related to the proposed topic (see "Reference Materials" in Figure 4).

[0047] Furthermore, the screen shown in Figure 5 illustrates an example of displaying icons (see "Spouse" and "Children" in Figure 5) to switch to information on other family members within the same household, in addition to the information of the household representative.

[0048] In the screen shown in Figure 4 above, when the button to instruct the creation of materials related to the proposed topic is pressed, a proposal document tailored to the customer's attributes (subscription status, age) is output, as shown in Figure 6.

[0049] Figure 6 shows an example of a proposal when the proposed topic is "Revision of premium rates for family income insurance." Figure 6 shows an example of a proposal that compares the current insurance premium / coverage with the premium / coverage of the insurance after the premium rate revision, based on the customer's contract details, age, and gender, and shows how much cheaper the insurance will be for the same coverage.

[0050] Next, the operation of the insurance sales support system 100 according to an embodiment of the present invention will be described.

[0051] Figure 7 is a sequence diagram showing the processing flow of the insurance sales support system 100. First, the input unit 15 of the insurance agent's terminal 20 receives multiple training data, which are combinations of customer information related to insurance, the expected likelihood of additional insurance contracts, the unit price of additional contracts, and a classification that takes into account the expected likelihood and unit price of additional contracts. This data is then transmitted to the server 10 via the network 26. The training unit 30 of the server 10 then performs training, and a trained model is obtained.

[0052] Furthermore, when customer information for a new insurance policy is entered into the input section 15 of the insurance agent's terminal 20 and sent to the server 10, the process shown in Figure 7 is initiated.

[0053] In step S100, the prediction unit 32 obtains newly entered customer information related to insurance.

[0054] In step S102, the prediction unit 32 uses the trained model learned by the learning unit 30, based on the newly entered customer information about the insurance company, to predict a classification for the customer that takes into account the likelihood of additional insurance contracts and the unit price of additional contracts.

[0055] In step S104, the proposal unit 34 determines, based on the newly entered customer information, the topic of discussion that the insurance salesperson should recommend when proposing insurance to the customer, using predetermined rules regarding customer information.

[0056] In step S106, specifically, the presentation unit 36 ​​displays a screen on the insurance agent's terminal 20 that shows the predicted category for the customer, the proposed topic, an explanation of the business negotiation using the recommended topic, and a sample video of the business negotiation using the topic.

[0057] The insurance agent can use the display screen on the insurance agent's terminal 20 to understand the customer's classification, taking into account the likelihood of additional insurance contracts and the unit price of those additional contracts, as well as to understand recommended topics of conversation when proposing insurance to the customer. In addition, the insurance agent can use the display screen on the insurance agent's terminal 20 to view explanations about sales negotiations using the recommended topics of conversation, as well as sample videos of sales negotiations using the recommended topics of conversation.

[0058] As described above, according to the insurance sales support system of the embodiment of the present invention, based on customer information relating to insurance, a pre-trained model is used to predict a category for the customer that takes into account the likelihood of additional insurance contracts and the unit price of additional contracts. Based on the customer information of the customer, a predetermined rule regarding customer information is used to suggest topics of conversation that are recommended for insurance sales representatives when proposing insurance to the customer, and the predicted category and suggested topics of conversation for the customer are presented. This enables insurance sales representatives to take action to sell insurance to customers.

[0059] Furthermore, by displaying explanations of business negotiations using recommended topics, as well as sample videos of business negotiations using these topics, on the insurance sales representative's terminal, it is possible to further encourage insurance sales representatives to take action to sell insurance to customers.

[0060] Furthermore, the server processing described above may be distributed and executed across multiple computers connected to a network. [Explanation of Symbols]

[0061] 10 servers 15 Input section 16 Display 20 Insurance agent's terminal 26 Network 30 Learning Department 32 Prediction Section 34 Proposal Department 36 Presentation section 100 Insurance Sales Support Systems

Claims

1. A prediction unit predicts a classification for a customer based on customer information related to insurance, taking into account the likelihood of the customer obtaining an additional insurance contract and the unit price of the additional contract. Based on the customer information of the aforementioned customer, a proposal department proposes topics of interest that are recommended when an insurance sales representative proposes insurance to the aforementioned customer, using predetermined rules regarding the aforementioned customer information. A presentation unit that presents the predicted category and the proposed topic for the customer, An insurance sales support system that includes this.

2. The insurance sales support system according to claim 1, wherein the prediction unit predicts the likelihood of additional insurance contracts and the unit price of the additional contracts based on the customer information, and predicts the classification based on the likelihood of additional insurance contracts and the unit price of the additional contracts.

3. The insurance sales support system according to claim 1, wherein the suggestion unit, for each topic theme, uses predetermined rules based on the insurance details the customer has already contracted, the customer's age, and the customer's family structure to suggest a topic theme that matches the customer's information and corresponds to the rules.

4. The insurance sales support system according to claim 1, wherein the display unit displays a screen on the terminal of the insurance sales representative that displays the predicted category and the proposed topic for the customer.

5. The insurance sales support system according to claim 4, wherein the display unit displays the screen on the terminal of the insurance sales representative, which further displays an explanation of a business negotiation using the topic, or a sample video of a business negotiation using the topic.

6. Based on customer information regarding insurance, the system predicts a classification for the customer that takes into account the likelihood of additional insurance contracts and the unit price of such additional contracts. Based on the customer information of the aforementioned customer, and using predetermined rules regarding the aforementioned customer information, the insurance sales representative will suggest recommended topics of conversation when proposing insurance to the aforementioned customer. The predicted categories and proposed topics for the aforementioned customers are presented. A computer-based method for supporting insurance sales.

7. Based on customer information regarding insurance, the system predicts a classification for the customer that takes into account the likelihood of additional insurance contracts and the unit price of such additional contracts. Based on the customer information of the aforementioned customer, and using predetermined rules regarding the aforementioned customer information, the insurance sales representative will suggest recommended topics of conversation when proposing insurance to the aforementioned customer. The predicted categories and proposed topics for the aforementioned customers are presented. An insurance sales support program that has a computer perform certain tasks.

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