Sales support device, information processing method, and program

Abstract

The present invention makes it possible to facilitate sales activities. This sales support device is provided with an acquisition unit, a detection unit, and a notification unit. The acquisition unit acquires information relating to behavior of a customer who is a target of sales activities. The detection unit detects changes in customer information relating to the customer. The notification unit notifies of the change detection results.

Description

[Technical field]

[0001] The present disclosure relates to a sales support device and the like. [Background technology]

[0002] A salesperson may engage in sales activities to sell products to customers. For example, if a customer has a simple question about a product, the salesperson may use a chatbot to answer the question.

[0003] For example, Patent Document 1 describes a technique for analyzing the content of a statement made by a user to a bot and determining which conversation template the content of the statement corresponds to. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2018-0120261 A [Patent Document 2] JP 2020-1154244 A Summary of the Invention [Problem to be solved by the invention]

[0005] The problem with sales activities is that they are difficult to conduct because they depend on individual skills, including artificial arrangements.

[0006] An example of an objective of the present disclosure is to provide a sales support device or the like that facilitates sales activities. [Means for solving the problem]

[0007] A sales support device in one aspect of the present disclosure includes an acquisition means for acquiring information regarding the behavior of a customer who is the target of sales activities, a detection means for detecting a change in customer information regarding the customer based on the acquired information regarding the behavior, and a notification means for notifying the detection result of the change.

[0008] An information processing method according to one aspect of the present disclosure obtains information on the behavior of a customer who is the target of sales activities, detects a change in customer information related to the customer, and notifies the detection result of the change.

[0009] A program in one aspect of the present disclosure causes a computer to execute a process of acquiring information regarding the behavior of customers who are the target of sales activities, detecting changes in customer information regarding the customers, and notifying the detection result of the changes. Execute the process to output the

[0010] The program may be stored in a non-transitory computer-readable recording medium. Effect of the Invention

[0011] According to the present disclosure, sales activities can be facilitated. [Brief description of the drawings]

[0012] [Figure 1] 1 is a block diagram showing a configuration example of a sales support device according to a first embodiment; [Diagram 2] 4 is a flowchart showing an operation example of the sales support device according to the first embodiment. [Diagram 3] FIG. 2 is an explanatory diagram showing an example of a connection between the sales support device and other devices. [Figure 4] FIG. 11 is a block diagram showing a configuration example of a sales support device according to a second embodiment. [Diagram 5] FIG. 13 is an explanatory diagram showing an example of a screen regarding insurance cancellation displayed on a salesperson's terminal device. [Figure 6] 11 is an explanatory diagram showing an example of a screen regarding insurance cancellation and sales activity proposals displayed on a salesperson's terminal device. FIG. [Figure 7] FIG. 13 is an explanatory diagram showing a screen example 1 regarding insurance review and sales activity proposals, displayed on a terminal device of a salesperson. [Figure 8]FIG. 13 is an explanatory diagram showing a second example screen regarding insurance review and sales activity proposals, displayed on a salesperson's terminal device. [Figure 9] 13 is an explanatory diagram showing an example of a screen regarding insurance purchase and changes in family structure, displayed on a salesperson's terminal device. FIG. [Figure 10] 11 is a flowchart showing an operation example of the sales support device according to the second embodiment. [Figure 11] FIG. 2 is an explanatory diagram illustrating an example of a hardware configuration of a computer device. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0013] Hereinafter, with reference to the drawings, an embodiment of a sales support device, a method, a program, and a non-transitory recording medium for recording a program according to the present disclosure will be described in detail. The disclosed technology is not limited to this embodiment. Here, sales activities are a series of processes and actions that a company takes to sell products and services to customers and increase sales. In the following description, products will be taken as an example of a sales target.

[0014] (Embodiment 1) First, in the first embodiment, basic functions of a sales support device will be described. FIG. 1 is a block diagram showing an example of a configuration of the sales support device according to the first embodiment. The sales support device 10 supports sales activities for customers who are the targets of the sales activities. The sales support device 10 includes an acquisition unit 101, a detection unit 102, and a notification unit 103.

[0015] The acquisition unit 101 acquires information on customer behavior. The information on customer behavior is, for example, any one of dialogue information between a customer and a chatbot, dialogue information between a customer and a salesperson, reaction information indicating a reaction to information distributed to a customer, and answer information indicating an answer to a question to a customer such as a questionnaire.

[0016] The detection unit 102 detects, for example, a change in customer information relating to a customer. The customer information is information about a customer who purchases a product. For example, the customer information includes information about the attributes of the customer. That is, the customer information includes values ​​of the customer's attributes. The customer attributes are, for example, the customer's name, the customer's age or generation, the products owned by the customer, the customer's family composition, the customer's address, the customer's occupation, the customer's interests, and the like. The customer's interests are, for example, the customer's hobbies and tastes. The customer's interests may be products related to the customer's interests. That is, the customer information may include, for example, information about products related to the customer's interests. The product information here may be, for example, product identification information that identifies the product. The product identification information is, for example, a product identifier, a product name, and the like. It should be noted that by using the product identification information, it is possible to identify information about product promotions, etc.

[0017] Examples of values ​​of each attribute are not particularly limited. For example, the value of family structure is information such as "single", "single person", "couple", "living with parents", "living with adult children", "couple with no children", "couple with children", "living with cohabitants", "father-in-law, mother-in-law, spouse, children", etc. In addition, the family structure may include the names and ages of family members.

[0018] In the following explanation, the value of an attribute may be abbreviated and referred to as an attribute. For example, a change in the value of a held product may be referred to as a change in held product, and a change in the value of a family structure may be referred to as a change in family structure. For example, even if the value of a held product is Insurance A, the held product may be abbreviated to Insurance A.

[0019] Furthermore, the product is not particularly limited, but for example, it is a product that is expensive and requires contact with customers for a long period of time. Such products include insurance, financial products, vehicles such as automobiles and bicycles, houses, drones, robots, etc. Note that examples of financial products include stocks, investment trusts, various currencies such as crypto assets and foreign currencies. In the following explanation, insurance, financial products, automobiles, and houses will be given as examples.

[0020] Here, the change refers to a change in the value of the customer attribute included in the customer information. The change here also includes the possibility that the value of the customer attribute included in the customer information may change. That is, the detection unit 102 may detect, for example, a sign of a change in the customer information.

[0021] The notification unit 103 notifies, for example, the result of the detection of the change. The notification unit 103 notifies, for example, the user of the detection result. The user is not particularly limited to, for example, a salesperson, a store clerk, etc. More specifically, for example, the notification unit 103 may notify the detection result to a terminal device of the user. In the following description, a salesperson will be taken as an example. The notification method is not particularly limited. The notification method is not particularly limited to, for example, an email, a letter, an electronic message, etc. Furthermore, the timing at which the notification unit 103 notifies the detection result is not particularly limited.

[0022] An example will be described in which a change in customer information regarding a particular customer is detected.

[0023] Take for example the case where a change occurs in family structure. For example, the family structure of a customer, which is one of the attributes of the customer, may change from "married couple with no children" to "married couple with children." In such a case, the detection unit 102 detects the change in the value of this attribute from information about the customer's behavior. Then, the notification unit 103 notifies the result of the detection of this change.

[0024] If the product is an insurance or financial product, the salesperson may recommend to this customer insurance or financial products that are purchased by people with children, whereas in the past the salesperson recommended insurance or financial products that are purchased by people without children.

[0025] If the product is a car, the salesperson may recommend a family car instead of a sports car based on the customer's preferences.

[0026] If the product is a house, the salesperson may recommend a house close to the station near the customer's workplace based on the customer's preferences or place of employment, but the salesperson may also recommend a house close to a park or a house in a municipality that places emphasis on education.

[0027] Also, for example, a case where a customer's age changes will be taken as an example. The age group among the customer's attributes may change from "40s" to "50s." In such a case, the detection unit 102 detects the change in the value of this attribute from the information on the customer's behavior. Then, the notification unit 103 notifies the result of the detection of this change.

[0028] If the product is insurance or a financial product, the salesperson can, for example, conduct sales activities such as recommending a financial product with lower risk to the customer.

[0029] If the product is an automobile, the salesperson can conduct sales activities such as presenting a campaign on a car model that is popular among people in their 50s to the customer.

[0030] In this way, salespeople can recommend products that are appropriate for the customer's age group.

[0031] 2 is a flowchart showing an example of an operation of the sales support device 10 according to the first embodiment. The acquisition unit 101 acquires information on customer behavior (step S101). The detection unit 102 detects a change in customer information based on the information on customer behavior (step S102). Then, the notification unit 103 notifies a user such as a salesperson of the detection result of the change (step S103). In step S103, the notification unit 103 notifies, for example, a sales activity proposal according to the detection result of the change.

[0032] As described above, in the first embodiment, the sales support device 10, for example, acquires information on the behavior of customers who are the targets of sales activities, detects changes in customer information on the customers who are the targets of sales activities based on this information, and notifies the detection result. This allows sales activities to be carried out in response to changes in the age, age group, family structure, etc. of the customers. This makes it possible to facilitate sales activities.

[0033] The first embodiment is not limited to the above-mentioned examples, and may be modified in various ways. In addition, each functional unit is not limited to being configured by one device such as the sales support device 10, and may be configured as a sales support system by multiple devices.

[0034] (Embodiment 2) Next, the second embodiment will be described in detail with reference to the drawings. In the second embodiment, an example of detecting changes and signs of changes will be described in detail using a specific example of customer information that basically includes the functions of the sales support device 10 described in the first embodiment. Below, the contents that overlap with the above description will be omitted to the extent that the description of the second embodiment is not unclear.

[0035] 3 is an explanatory diagram showing an example of a connection between the sales support device and other devices. The sales support device 20, a customer terminal device 51, and a salesperson terminal device 52 are connected via, for example, a communication network 53.

[0036] The type of the customer's terminal device 51 and the type of the salesperson's terminal device 52 are not particularly limited and may be a PC (Personal Computer), a smartphone, a tablet device, or the like.

[0037] The sales support device 20 may have a function such as a chatbot. In such a case, the sales support device 20 accepts inputs such as questions from customers via the customer's terminal device 51. Then, the sales support device 20 outputs answers to the accepted questions to the customer's terminal device 51.

[0038] Furthermore, when the sales support device 20 detects a change in customer information, it notifies the detection result to the salesperson's terminal device 52, for example.

[0039] In the following explanation, it is assumed that the salesperson's terminal device 52 is equipped with or connected to a display device, and an example is given in which various notifications from the sales support device 20 are displayed on the display device.

[0040] 4 is a block diagram showing a configuration example of the sales support device 20 according to the second embodiment. The sales support device 20 includes, for example, an acquisition unit 201, a detection unit 202, and a notification unit 203. The acquisition unit 201, the detection unit 202, and the notification unit 203 include, as basic functions, the acquisition unit 101, the detection unit 102, and the notification unit 103 described in the first embodiment, respectively.

[0041] The sales support device 20 may also include, for example, a customer DB 2001, a product DB 2002, chatbot dialogue information 2011, salesperson dialogue information 2012, reaction information 2013, and response information 2014. These pieces of information may be stored in a storage unit of the sales support device 20, or may be stored in a distributed manner, such as in a storage unit of a device different from the sales support device 20.

[0042] The product DB 2002 stores product information for each product. Product information is information relating to a product. Product information includes, for example, the name of the product (hereinafter also referred to as the product name), the sales period of the product, the product commission, laws related to the product, the sales method of the product, the sales promotion of the product, the payment method when purchasing the product, the characteristics of customers suitable for the product, the family structure of the customer, etc. Product promotion is not particularly limited to providing information on product campaigns and product events, rewards such as product coupons and point allocation, etc.

[0043] Furthermore, the characteristics of a customer suitable for a product are, for example, the characteristics of a customer who is likely to purchase the product, or the characteristics of a customer who is a sales target for the product. For example, the customer characteristics here are age, age group, gender, occupation, etc. The family structure of a customer suitable for a product is, for example, the family structure of a customer who is likely to purchase the product, or the family structure of a customer who is a sales target for the product. The family structure of a customer here may be the same as the family structure of a customer included in the customer information.

[0044] Furthermore, the product information may differ depending on the type of product. If the product is an insurance or financial product, the product information may include information such as a trustee fee in addition to the commission fee for the product.

[0045] Specifically, for example, the product DB 2002 stores product identification information for identifying a product in association with product information. The product identification information includes an identifier, a product name, and the like.

[0046] The customer DB 2001 stores customer information for each customer. For example, as described in the first embodiment, the customer information includes information on the attributes of the customer (for example, the values ​​of the customer's attributes). Specifically, for example, the customer DB 2001 stores customer identification information for identifying a customer in association with the customer information. As described in the first embodiment, the customer information may include information on products related to the customer's interests. The customer information here may include, for example, product identification information.

[0047] In addition, the customer information of each customer may be associated with information regarding the customer's behavior, such as chatbot dialogue information 2011, salesperson dialogue information 2012, reaction information 2013, and response information 2014, via customer identification information.

[0048] The chatbot dialogue information 2011, the salesperson dialogue information 2012, the reaction information 2013, and the answer information 2014 are examples of information related to customer behavior. Therefore, the sales support device 20 may include at least one of the chatbot dialogue information 2011, the salesperson dialogue information 2012, the reaction information 2013, and the answer information 2014.

[0049] The chatbot dialogue information 2011 is dialogue information between a customer and a chatbot. The chatbot dialogue information 2011 includes a history of dialogue between a customer and a chatbot. For example, it may be a history of an application program with which a customer can automatically dialogue, and this program is not limited to a chatbot.

[0050] The salesperson's dialogue information 2012 is dialogue information between a salesperson and a customer. For example, the salesperson's dialogue information 2012 includes a history of dialogue between a customer and a salesperson. The dialogue method may be a chat system for sending messages in real time, or may be a telephone call, an email, or the like, but is not limited thereto.

[0051] Reaction information 2013 is information that indicates reactions to information distributed by a sales representative or information distributed by a company. Examples of distributed information include videos, electronic messages, letters, and e-mails. For example, when a video is distributed, reactions include the viewing history of the video. Also, when an electronic message or e-mail is distributed, reactions include the viewing of the electronic message or e-mail, and access to link information included in the electronic message or e-mail. Link information indicates the location of a web page or the location of a video. Therefore, reaction information 2013 is, for example, the viewing history or access history.

[0052] The answer information 2014 is an answer to a questionnaire. The questions included in the questionnaire are not particularly limited. For example, the questions may be questions about evaluations, reports, opinions, etc. of each product. The questions may also be questions about attributes of customers.

[0053] Next, each functional unit will be described.

[0054] The acquisition unit 201 acquires information on customer behavior. The acquisition method is not particularly limited. For example, when the information on customer behavior is chatbot dialogue information 2011, the acquisition unit 201 acquires the chatbot dialogue information 2011 from the chatbot. For example, the acquisition unit 201 may acquire the chatbot dialogue information 2011 every time a dialogue occurs between a customer and a chatbot. Alternatively, for example, the acquisition unit 201 may acquire the chatbot dialogue information 2011 at predetermined intervals. The predetermined interval is not particularly limited to several hours, one day, two days, or several tens of days.

[0055] Furthermore, for example, when the information on the behavior of a customer is salesperson dialogue information 2012, the acquisition unit 201 may acquire the salesperson dialogue information 2012 from the salesperson's terminal device 52 or the like. For example, the acquisition unit 201 may acquire the salesperson dialogue information 2012 every time a dialogue takes place between a customer and a salesperson. Alternatively, for example, the acquisition unit 201 may acquire the salesperson dialogue information 2012 at predetermined intervals.

[0056] Furthermore, for example, when the information on the behavior of a customer is reaction information 2013, the acquisition unit 201 may acquire the reaction information 2013 via the customer's terminal device 51 or the like. For example, the acquisition unit 201 may acquire the reaction information 2013 every time the customer reacts to the distributed information. Alternatively, for example, the acquisition unit 201 may acquire the reaction information 2013 at predetermined intervals.

[0057] Furthermore, for example, when the information on the behavior of a customer is answer information 2014, the acquiring unit 201 may acquire the answer information 2014 of the customer from a collected result of a questionnaire, etc. For example, the acquiring unit 201 may acquire the answer information 2014 every time an answer is received. For example, the acquiring unit 201 may acquire the answer information 2014 at predetermined intervals.

[0058] Next, the detection unit 202 will be described. The detection unit 202 detects a change in customer information based on information on customer behavior. Specifically, for example, the detection unit 202 may detect a change in customer information by detecting a predetermined behavior by the customer from information on customer behavior. As described above, the change may be a change in customer information or a sign or possibility of a change in customer information. The predetermined behavior is a behavior that is determined in advance. The predetermined behavior may differ depending on the product. The predetermined behavior may differ depending on the attribute or attribute value of the customer. Furthermore, a behavior related to a customer attribute may be identified as the predetermined behavior by learning.

[0059] More specifically, for example, the detection unit 202 analyzes information on customer behavior. Then, the detection unit 202 detects a change in the customer information by detecting a predetermined behavior from the information on the customer behavior. Note that, as described in the first embodiment, a change in the customer information may be a sign of a change in the customer information.

[0060] Then, the notification unit 203 notifies the result of the detection of the change. Furthermore, the notification unit 203 may notify the result of the detection of the change, for example, when a change in the customer information is detected multiple times.

[0061] Next, a detailed example of the processing performed by the detection unit 202 will be specifically described.

[0062] When a customer considers purchasing a product, the customer may not currently own the product and may purchase a new product. Also, when a customer considers purchasing a product, the customer may already own the product and sell it to purchase a new product. Therefore, for example, when the customer information includes information regarding the product owned by the customer, the predetermined behavior may be a behavior regarding a product different from the product owned by the customer. Note that a product different from the product owned may be, for example, a product with a different feature or name from the product owned by the customer. Then, the detection unit 202 detects a change in the product owned by the customer by detecting a behavior regarding a product different from the product owned by the customer. Then, the notification unit 203 notifies the detection result. This allows the salesperson to know that the customer is considering a new purchase or a replacement of a product.

[0063] Also, for example, even if a customer already owns a product, they may repurchase a similar product. When the customer information includes information regarding products owned by the customer, the predetermined behavior is behavior regarding products similar to the products owned by the customer. Products similar to the products owned by the customer are products that have similar features or names to the products owned by the customer. Then, the detection unit 202 detects a change in the products owned by the customer by detecting behavior regarding products similar to the products owned by the customer.

[0064] Furthermore, for example, a customer may purchase a new product taking into consideration family structure, such as "no children," "single," or "living with parents." Therefore, for example, when the customer information includes information regarding the customer's family structure, the detection unit 202 may detect a change in the family structure by detecting behavior regarding products different from the products the customer owns. Then, the notification unit 203 notifies the detection result. This allows the salesperson to grasp the change in the customer's family structure.

[0065] Also, for example, if the customer's family structure is "married couple with no children," but the family structure that matches this different product is "married couple with children," the actual customer's family structure may have changed or may change from the value of the customer's family structure in the customer information. Therefore, there is a possibility that the value of the customer's family structure in the customer information will change (a sign of change). Therefore, the detection unit 202 may detect behavior regarding products different from the products owned by the customer, and detect a change in the family structure when the different product does not match the customer's family structure. Then, the notification unit 203 notifies the detection result. This allows the salesperson to understand the change in the customer's family structure.

[0066] In the above, an example has been described in which the notification unit 203 notifies the detection result. For example, the notification unit 203 may notify a sales activity proposal according to the change detection result. As described above, a sales activity is a series of processes or actions performed by a salesperson. The sales activity proposal may be, for example, a sales activity performed by a talented salesperson.

[0067] Also, the sales activity plan may be predefined for each attribute value of the customer for which a change has been detected. More specifically, for example, information (for example, a table) may be provided in which the attribute value and the sales activity plan are associated for each attribute value of the customer. For example, a table may be prepared in advance in which the value of owned products are associated with the sales activity plan. Furthermore, for example, a table may be prepared in advance in which the value of owned products, the value of family structure, and the sales activity plan are associated. In this way, the method of tabulation is not particularly limited. For example, the notification unit 203 notifies the sales activity plan associated with the attribute value for which a change has been detected.

[0068] In addition, the attribute value may be associated with a plurality of sales activity proposals, and therefore the notification unit 203 may notify a plurality of sales activity proposals according to the detection result.

[0069] The notification unit 203 may notify, for example, at least one of the detection result and the sales activity proposal. The notification unit 203 may also notify the customer information before the change was detected.

[0070] Furthermore, if the customer information includes information on the customer's interests, the notification unit 203 may notify the customer of product information according to the customer's interests when a change in the customer information is detected. Here, for example, the product information according to the customer's interests is, but is not limited to, information indicating a product name, product promotion, etc. As described above, product promotion is, but is not limited to, product campaigns, product coupons, product events, etc. For example, if product identification information is included in the information on the customer's interests as information on a product related to the customer's interests, the notification unit 203 may notify the product name and product promotion information identified by the product identification information from the product DB 2002 when a change in the customer information is detected.

[0071] As described above, examples of information related to customer behavior are chatbot dialogue information 2011, salesperson dialogue information 2012, reaction information 2013, and response information 2014. Next, specific examples of the detection unit 202 and the notification unit 203 will be described using each piece of information and each product as an example.

[0072] <Dialogue information> First, an explanation will be given taking chatbot dialogue information 2011 or salesperson dialogue information 2012 as an example. A chatbot has a dialogue function. As long as it can dialogue with a customer, it is not limited to a chatbot. Here, chatbot dialogue information 2011 and salesperson dialogue information 2012 are collectively referred to simply as dialogue information.

[0073] For example, the detection unit 202 detects a change in customer information based on the dialogue information. Specifically, for example, the detection unit 202 detects a change in customer information by detecting a predetermined behavior of the customer based on the dialogue information. For example, in the case of the dialogue information, the predetermined behavior may be input of a predetermined word.

[0074] More specifically, for example, the detection unit 202 analyzes the dialogue information. Then, the detection unit 202 detects the input of a predetermined word from the dialogue information. The predetermined word is not particularly limited. For example, the predetermined word may be a keyword determined in advance by each salesperson. The predetermined word may be the name or characteristics of a product similar to the held product. Also, the predetermined word may be the name or characteristics of a product not similar to the held product. Also, the predetermined word may be different for each product. An example will be described for each product.

[0075] <Insurance and financial products> First, an explanation will be given taking insurance and financial products as examples. In the case of insurance and financial products, the information on the products held by the customer among the customer information may include information identifying the products held, such as the product names of products held by the customer currently or in the past, and information on the time (date, etc.) when the customer purchased the products held. Furthermore, the information on the products held may include, for example, the contract status of the products held, such as cancellation, sale, continued possession, and, if the product has been canceled or sold, the time when the customer canceled or sold the products held by the customer.

[0076] When the product is insurance or a financial product, the predetermined words include "purchase," "cancellation," "review," "inquiry," etc. Purchasing a product means continuing to purchase a product, purchasing a new product, etc. When the product is insurance, the product in hand is also called a contract product. Here, we will explain using "cancellation" as an example.

[0077] For example, assume that a customer has contracted for Insurance A and Insurance B. The detection unit 202 detects an input of "cancel" from the dialogue information, thereby detecting a sign of cancellation of the held product, Insurance A or Insurance B. That is, the detection unit 202 detects a sign of a change in information on the held products among the customer information.

[0078] Next, when "cancel" is detected, the notification unit 203 notifies the salesperson that the customer has input "cancel" into the chatbot.

[0079] Fig. 5 is an explanatory diagram showing an example of a screen related to insurance cancellation, displayed on the salesperson's terminal device 52. Screen d001 shown in Fig. 5 displays "Mr. Ogawa has entered 'cancel' into the chatbot." From screen d001 shown in Fig. 5, the salesperson can see that the customer has entered "cancel" in the dialogue between the customer and the chatbot, or in the dialogue between the customer and the salesperson.

[0080] Furthermore, the notification unit 203 selects a sales activity plan according to the information on the held product in which a change has been detected, and notifies the customer of the selected sales activity plan.

[0081] Furthermore, the notification unit 203 may notify the customer of information on a product that matches the customer's interest when, for example, a change in customer information is detected. For example, when a customer inputs "cancel," a salesperson can present the customer with information on an insurance campaign that matches the customer's interest. This allows the salesperson to carry out sales activities to prevent the cancellation of the product the customer currently owns, or to encourage the customer to purchase a new product that matches the customer's interest. In this way, the sales support device 20 can detect signs of a customer's problem and present them to the salesperson along with a solution. This makes it possible to prevent customer churn.

[0082] FIG. 6 is an explanatory diagram showing an example of a screen related to insurance cancellation and sales activity proposals displayed on the salesperson's terminal device 52. Screen d002 shown in FIG. 6 displays "Mr. Ogawa entered 'cancel' into the chatbot." Screen d002 shown in FIG. 6 also displays "review and propose insurance" as a sales activity proposal based on the detection result. Screen d002 shown in FIG. 6 also displays the name of the product held. This allows the salesperson to grasp the signs that the customer is about to cancel Insurance A or Insurance B.

[0083] Next, an example will be described in which the detection unit 202 detects a change in the products owned by a customer by detecting behavior regarding products different from the products owned by the customer. The behavior regarding products different from the products owned by the customer may be, for example, input of a word related to the products different from the products owned. The word may be a name of a product different from the name of the products owned, or a feature of a product different from the features of the products owned. The feature of the product may be, but is not limited to, a product category. In the case of insurance, the product category may be a major classification such as education insurance, life insurance, medical insurance, pet insurance, etc. The product category may be a sub-classification in which the major classification is divided into more detailed classifications based on special provisions, subscription conditions, etc.

[0084] Here, the characteristic of the owned product is life insurance, but an example will be described in which the customer asks the chatbot about education endowment insurance. The detection unit 202 detects words expressing characteristics of products different from the characteristics of the owned product from the chatbot dialogue information 2011. As a result, for example, the detection unit 202 detects a change in information about the owned product included in the customer information. That is, the detection unit 202 detects the purchase of a new education endowment insurance.

[0085] Furthermore, the notification unit 203 selects a sales activity plan according to the detection result and the characteristics of the product held (for example, education insurance), and notifies the selected sales activity plan.

[0086] FIG. 7 is an explanatory diagram showing a screen example 1 related to insurance review and sales activity proposals displayed on the salesperson's terminal device 52. The screen d003 shown in FIG. 7 displays "Mr. Ogawa is researching education insurance." According to the screen d003 shown in FIG. 7, the name of the product held is Insurance A, and the feature of the product held is life insurance. Furthermore, the screen d003 shown in FIG. 7 displays "Delivery of a comparison site for education insurance" as a sales activity proposal according to the detection result. This enables the salesperson to understand that a customer who holds life insurance is considering taking out a new education insurance policy.

[0087] Next, a specific example will be described in which the predetermined behavior is behavior regarding products similar to the products owned by the customer. The behavior regarding products similar to the products owned by the customer may be the input of a word related to the products similar to the products owned. For example, this word may be the name of a product similar to the name of the product owned, or the feature of a product similar to the feature of the product owned. As mentioned above, the feature of the product is not particularly limited, and may be the category of the product.

[0088] FIG. 8 is an explanatory diagram showing a screen example 2 related to insurance review and sales activity proposals displayed on the salesperson's terminal device 52. Screen d004 shown in FIG. 8 displays "Mr. Ogawa is researching special clause y for life insurance." According to screen d004 shown in FIG. 8, the name of the product held is Insurance A, and the product features are life insurance and special clause z. Also, screen d004 shown in FIG. 8 displays "Introduction to an insurance advisor" as a sales activity proposal according to the detection result. This enables the salesperson to understand that a customer who holds life insurance is considering reviewing his / her life insurance.

[0089] Next, an example of detecting a change in family structure from behavior regarding a product different from the product held by the customer will be described. For example, in the product DB 2002, when the product feature is "education insurance," the family structure that matches "education insurance" is "with children." For example, in the customer information, the customer's family structure is "couple without children." For example, when the detection unit 202 detects an input of "education insurance" from the dialogue information, it detects a change in the customer's family structure because "education insurance" does not match the customer's family structure of "couple without children." Then, the notification unit 203 notifies the detection result.

[0090] Fig. 9 is an explanatory diagram showing an example of a screen related to the purchase of insurance and changes in family structure, displayed on the salesperson's terminal device 52. The screen d005 shown in Fig. 9 displays "Mr. Ogawa is researching education insurance." This allows the salesperson to understand that the customer is considering purchasing a new education insurance.

[0091] 9 displays the customer's family structure "married couple with no children" before the detection by the detection unit 202. Furthermore, the screen d005 shown in FIG. 9 displays a message "There may have been a change in your family structure" as a detection result. 。

[0092] According to screen d005 shown in Fig. 9, the name of the product held is Insurance A, and the product features are life insurance and rider z. Also, screen d005 shown in Fig. 9 displays "Proposal of various insurance plans for customers with children" as a sales activity proposal based on the detection result.

[0093] This allows the salesperson to understand changes in the family structure of the customer who holds the life insurance policy, and therefore the changes in the customer's lifestyle.

[0094] Although not shown, a new family structure candidate may be displayed. For example, a change in the family structure to "married couple with children" may be displayed.

[0095] This completes the explanation of the insurance example.

[0096] <Automobiles> Next, an example will be described in which the product is an automobile. When the product is an automobile, the predetermined words include, for example, "purchase," "replace," and "trade-in." For example, the detection unit 202 may detect the input of these words from the dialogue information.

[0097] In addition, examples of words related to products different from the owned products include product names different from the names of the owned products, words related to features different from the features of the owned products, etc. Examples of the features of the car include the car model and use. The use here may be "sports car," "family car," "camping car," etc.

[0098] For example, the characteristic of the owned product may be a "sports car," but the customer may ask about a "family car." For example, the detection unit 202 may detect an input of "family car" from the dialogue information. This allows the detection unit 202 to detect a trade-in for a car with a different purpose from the owned product.

[0099] In addition, when the model of the owned product is a "sedan," the detection unit 202 may detect an input of a word such as "minivan" from the dialogue information. This allows the detection unit 202 to detect, for example, a trade-in for a car model different from the owned product.

[0100] Also, take the case where the customer's family structure is "married couple with no children," but the family structure suitable for a "family car" is "married couple with children." For example, when the detection unit 202 detects an input of "family car" from the dialogue information, it detects a change in the customer's family structure because the "family car" is not suitable for the customer's family structure.

[0101] Moreover, the words related to the product similar to the owned product are words related to the product with similar product features, such as the same model as the owned product. For example, when the feature (model) of the owned product is "sedan," the detection unit 202 can detect the replacement of the car with the same model when it detects the input of "sedan" from the dialogue information.

[0102] <Housing> Next, an example will be described in which the product is a house. When the product is a house, the predetermined words include, for example, "purchase," "rebuild," "assess," and "sell." For example, the detection unit 202 may detect the input of these words from the dialogue information.

[0103] Furthermore, examples of words related to products different from the owned products include words related to features different from the features of the owned products. Features of a home include location, type (such as apartment complex or detached house), layout, size, and various facilities. For example, in the case of location, "near the station" is a different feature from "large garden." In the case of type, "apartment complex" is a different product feature from "detached house." In the case of facilities, "barrier-free" is a different product feature from "with loft" or "two-story."

[0104] For example, an example will be described in which the characteristic of the owned product is a "detached house" but the customer asks about an "apartment building." The detection unit 202 detects an input of "apartment building" from the dialogue information. This allows the detection unit 202 to detect the replacement of the house.

[0105] In addition, when the feature of the owned product is "near a station", the detection unit 202 may detect the input of a word such as "large garden" from the dialogue information. This allows the detection unit 202 to detect, for example, the purchase of a new house.

[0106] Also, consider an example in which the customer's family structure is "single-person", but the family structure suitable for "barrier-free" is "living with elderly parents". For example, when the detection unit 202 detects an input of "barrier-free" from the dialogue information, it detects a change in the customer's family structure because "barrier-free" is not suitable for the customer's family structure.

[0107] In addition, the words related to the product similar to the owned product are, for example, words related to products similar in characteristics to the owned product. For example, when the type of the owned product is an "apartment house," the detection unit 202 can detect the replacement purchase of the same apartment house when it detects an input of "apartment house" from the dialogue information.

[0108] <Reaction Information 2013> Next, an example will be described using the reaction information 2013. For example, the detection unit 202 detects a change in customer information based on the reaction information 2013.

[0109] The predetermined behavior by a customer is a behavior in response to information distributed about a product. For example, the predetermined behavior is not limited to accessing a link about the predetermined product, searching for the predetermined product, watching a video about the predetermined product, etc. The number of accesses and the number of video views may be determined in advance. The predetermined product here is not limited to any particular product. The predetermined product may be a product similar to the owned product, or a product different from the owned product.

[0110] For example, if the product is insurance, the predetermined behavior may be access to a link such as "cancel" for the product. Also, for example, the predetermined behavior may be a search for "cancel" for the product. The detection unit 202 detects a change in the owned product by detecting access to the "cancel" link for the product from the reaction information 2013. This allows the salesperson to know whether the customer is considering canceling the owned product.

[0111] For example, the detection unit 202 may detect a change in owned products by detecting access to links or viewing of videos about products similar to the owned products from the reaction information 2013. This makes it possible to detect consideration of replacing a product with a similar product.

[0112] For example, the detection unit 202 may detect a change in the customer's owned products by detecting access to links or viewing of videos about products different from the customer's owned products from the reaction information 2013. This allows the salesperson to know whether the customer is considering replacing the owned products.

[0113] Furthermore, for example, the detection unit 202 detects access to links or viewing of videos about products different from those owned by the customer from the reaction information 2013, and detects a change in the family composition if the different product does not match the customer's family composition. For example, when the product is an automobile, the product owned by the customer is a "sports car" and the customer's family composition is "single." If the detection unit 202 detects from the reaction information 2013 that the customer has viewed a video about a "family car" multiple times, the detection unit 202 detects a change in the customer's family composition because the "family car" does not match the family composition of "single." This allows the salesperson to grasp the change in the customer's family composition.

[0114] <Response information 2014> Next, an example will be described using the answer information 2014. For example, the detection unit 202 detects a change in the customer information based on the answer information 2014.

[0115] Specifically, for example, the detection unit 202 detects a change in customer information by detecting a predetermined behavior of the customer from the answer information 2014. The above-mentioned predetermined behavior of the customer is the answer result or answer status to each question in a questionnaire or the like. For example, the predetermined behavior is the answer result or answer status to a question about a predetermined product. The predetermined product here is not particularly limited. The predetermined product may be a product similar to the owned product, or a product different from the owned product.

[0116] Here, the question is not particularly limited. The question may be a question about customer information such as the customer's interests, or may be about the customer's interest in a product. The answer format is not particularly limited. For example, the question may be about the customer's interest in a product, and the answer may be the degree of interest.

[0117] For example, the detection unit 202 may detect a change in owned products by detecting a response to a product similar to the owned product from the response information 2014. Specifically, for example, when a question is about interest in a product, the detection unit 202 may detect a change in owned products if the degree of interest in a product similar to the owned product is higher than a predetermined value. This makes it possible to detect consideration of replacing the product with a similar product.

[0118] Also, for example, the detection unit 202 may detect a change in owned products by detecting a response to a product different from the customer's owned products from the response information 2014. Specifically, for example, when a question is about the degree of interest in products, the detection unit 202 may detect a change in owned products if the degree of interest in products different from the customer's owned products is higher than a predetermined value. This allows the salesperson to grasp whether the customer is considering replacing the owned products.

[0119] Also, for example, the detection unit 202 detects a response result to a product different from the product owned by the customer from the response information 2014, and detects a change in the family structure when the different product does not match the family structure of the customer. Specifically, a case where the question is about the degree of interest in a product is taken as an example. For example, when the degree of interest in a product different from the product owned is higher than a predetermined value, the detection unit 202 detects a change in the family structure if the different product does not match the family structure of the customer. For example, when the product is a car, the product owned is a "sports car" and the family structure is "single". For example, when the detection unit 202 detects a response result to a question about a "family car" from the response information 2014, the "family car" does not match the family structure of "single", so detects a change in the family structure of the customer. This allows the salesperson to grasp the change in the family structure of the customer.

[0120] 10 is a flowchart showing an example of an operation of the sales support device 20 according to the second embodiment. First, the acquisition unit 201 acquires information on customer behavior (step S201). The information on customer behavior includes chatbot dialogue information 2011, salesperson dialogue information 2012, reaction information 2013, and answer information 2014. The detection unit 202 analyzes the information on customer behavior (step S202). Then, the detection unit 202 detects a change in the customer information based on the analysis result (step S203).

[0121] Next, the notification unit 203 determines a sales activity plan according to the change detection result (step S204). The notification unit 203 notifies the sales activity plan (step S205). After step S205, the sales support device 20 ends the operation.

[0122] As described above, in the second embodiment, the sales support device 20 detects a change in customer information based on information on the behavior of the customer. For example, the sales support device 20 detects a change in customer information by detecting a predetermined behavior of the customer from the information on the behavior of the customer. As a result, a change in customer information that affects sales activities is detected from the customer's behavior. Therefore, it is possible to facilitate sales activities.

[0123] Furthermore, when the customer information includes information on the products owned by the customer, the sales support device 20 detects the customer's behavior regarding products different from the products owned by the customer, thereby detecting a change in the products owned by the customer. This allows the salesperson to know that the customer is considering replacing the product.

[0124] Furthermore, when the customer information includes information regarding the customer's family structure, the sales support device 20 detects a change in the family structure by detecting behavior regarding different products. Furthermore, when the different products do not match the family structure, the sales support device 20 detects a change in the family structure. In this way, a change or a sign of a change in the family structure is detected from a change or a sign of a change in the products held. Therefore, the salesperson can know in advance a change in the family structure that has not been notified by the customer.

[0125] When the customer information includes information about the customer's owned products, the sales support device 20 detects the customer's behavior regarding products similar to the customer's owned products, thereby detecting a change in the customer's owned products. Therefore, the salesperson can know that the customer is considering replacing the customer's owned products with products similar to the customer's owned products.

[0126] The second embodiment is not limited to the above-mentioned example, and may be modified in various ways. In addition, each functional unit is not limited to being configured by one device such as the sales support device 20, and may be configured as a sales support system by multiple devices. For example, each function or database may be realized by a different device.

[0127] This concludes the description of the second embodiment. The combination of the embodiments is not particularly limited. For example, in each embodiment, the sales support device 10, 20 may be configured to include a part of each functional unit and information. Also, in each embodiment, the sales support device 10, 20 may have functional units and information not shown. For example, in the sales support device 10, 20, the notification unit 103, 203 notifies the terminal device of the salesperson of the detection result of the change. For example, the sales support device 10, 20 may include an output control unit (not shown) that causes various output devices such as the terminal device of the salesperson to output the detection result.

[0128] In each embodiment, each DB and information may include a part of the above-mentioned information. Also, each DB and information may include information other than the above-mentioned information. Also, some of the multiple DBs and information may be realized in one DB. Also, each DB and information may be divided into multiple DBs and multiple pieces of information in more detail. In this way, the method of realizing each DB and information is not particularly limited.

[0129] In each screen, buttons, information display columns, input columns, etc. (not shown) may be added. In each screen, the position, color, and size of each item such as buttons, input columns, and display columns are not particularly limited. In addition, the background color of the screen may be changed.

[0130] (Computer Equipment) Next, an example of a hardware configuration in which each device (sales support devices 10, 20, customer terminal device 51, salesperson terminal device 52) described in each embodiment is realized by a computer device will be described. Fig. 11 is an explanatory diagram showing an example of a hardware configuration of a computer device. For example, a part or all of each device can be realized by using any combination of a computer device 30 and a program as shown in Fig. 11.

[0131] The computer device 30 includes, for example, a processor 301, a read only memory (ROM) 302, a random access memory (RAM) 303, a storage device 304, a communication interface 305, and an input / output interface 306. Each component is connected to each other via a bus 307.

[0132] The processor 301 controls the entire computer device 30. The processor 301 may be, for example, a central processing unit (CPU) or a digital signal processor (DSP). There may be a plurality of processors 301. The computer device 30 has a ROM 302, a RAM 303, a storage device 304, and the like. The storage device 304 may be, for example, a semiconductor memory such as a flash memory, a hard disk drive (HDD), or a solid state drive (SSD). For example, the storage device 304 stores an operating system (OS) program, an application program, a program according to each embodiment, and the like. Alternatively, the ROM 302 stores an application program, a program according to each embodiment, and the like. The RAM 303 is used as a work area for the processor 301.

[0133] Moreover, the processor 301 loads a program stored in the storage device 304, the ROM 302, etc. Then, the processor 301 executes each process coded in the program. The processor 301 may also download various programs via the communication network 33. The processor 301 functions as a part or the whole of the computer device 30. Then, the processor 301 may execute processes or instructions in the illustrated flowchart based on the program.

[0134] The communication interface 305 is connected to a communication network 33, such as a local area network (LAN) or a wide area network (WAN), via a wireless or wired communication line. This allows the computer device 30 to be connected to an external device or computer via the communication network 33. The communication interface 305 serves as an interface between the communication network 33 and the inside of the computer device 30. The communication interface 305 also controls the input and output of data from the external device or computer.

[0135] The input / output interface 306 is connected to at least one of an input device, an output device, and an input / output device. The connection method may be wireless or wired. Examples of the input device include a keyboard, a mouse, and a microphone. Examples of the output device include a display device, a lighting device, and a speaker that outputs sound. Examples of the input / output device include a touch panel display. The input device, the output device, and the input / output device may be built into the computer device 30 or may be external.

[0136] The hardware configuration of the computer device 30 is an example. The computer device 30 may have some of the components shown in FIG. 11. The computer device 30 may have components other than those shown in FIG. 11. For example, the computer device 30 may have a drive device or the like. The processor 301 may read out a program or data stored in a recording medium attached to the drive device or the like to the RAM 303. Examples of non-transient tangible recording media include optical disks, flexible disks, magneto-optical disks, and USB (Universal Serial Bus) memories. As described above, the computer device 30 may have input devices such as a keyboard and a mouse. The computer device 30 may have an output device such as a display. The computer device 30 may have an input device, an output device, and an input / output device.

[0137] This concludes the description of the hardware configuration of each device. There are various variations in the method of implementing each device. For example, the sales support device may be implemented by any combination of different computers and programs for each component. Furthermore, multiple components included in each device may be implemented by any combination of a single computer and program.

[0138] Also, some or all of the components of each device may be realized by circuits for specific applications. Also, some or all of the sales support device may be realized by general-purpose circuits including a processor such as an FPGA (Field Programmable Gate Array). Also, some or all of the sales support device may be realized by a combination of circuits for specific applications and general-purpose circuits. Also, these circuits may be a single integrated circuit. Or, these circuits may be divided into multiple integrated circuits. And, the multiple integrated circuits may be configured by being connected via a bus or the like.

[0139] Furthermore, when some or all of the components of each device are realized by a plurality of computers, circuits, etc., the plurality of computers, circuits, etc. may be arranged in a centralized manner or in a distributed manner.

[0140] The information processing method described in each embodiment is realized by being executed by a sales support device or the like. The information processing method is also realized by having a computer such as a sales support device execute a program prepared in advance. The program described in each embodiment can be stored on a HDD, SSD, flexible disk, optical disk, etc. , magnetic The program is recorded on a computer-readable recording medium such as an optical disk, a USB memory, etc. The program is then read out from the recording medium and executed by the computer. The program may also be distributed via a communication network 33.

[0141] The components of each device in each embodiment described above may be realized by hardware, such as a computer device, or may be realized by a computer device or firmware based on program control.

[0142] Although the present disclosure has been described above with reference to each embodiment, the present disclosure is not limited to the above-mentioned embodiment. The configuration and details of each of the present disclosures may include embodiments to which various modifications that a person skilled in the art may understand within the scope of the present disclosure are applied. The present disclosure may include embodiments in which the matters described in this specification are appropriately combined or replaced as necessary. For example, matters described using a specific embodiment may also be applied to other embodiments to the extent that no contradiction occurs. For example, although multiple operations are described in order in the form of a flowchart, the order of description does not limit the order in which the multiple operations are performed. Therefore, when implementing each embodiment, the order of the multiple operations can be changed to the extent that the content is not impaired.

[0143] A part or all of the above-described embodiments can be described as follows: However, a part or all of the above-described embodiments is not limited to the following.

[0144] (Appendix 1) An acquisition means for acquiring information regarding the behavior of customers who are the targets of sales activities; a detection means for detecting a change in customer information regarding the customer based on the acquired information regarding the behavior; a notification means for notifying a result of the detection of the change; A sales support device comprising: (Appendix 2) the detection means detects a change in the customer information by detecting a predetermined behavior of the customer from the information regarding the behavior. 2. A sales support device as described in appendix 1. (Appendix 3) The customer information includes information regarding products owned by the customer, the predetermined behavior is a behavior regarding a product different from the product held by the customer, The detection means detects a change in the products held by the customer. 3. A sales support device as described in appendix 2. (Appendix 4) The customer information further includes information regarding the family structure of the customer, the predetermined behavior is a behavior related to the different product, The detection means detects a change in the family structure. 4. A sales support device as described in appendix 3. (Appendix 5) the detection means detects a change in the family structure when the different product does not match the family structure. 5. A sales support device as described in appendix 4. (Appendix 6) The customer information includes information regarding products owned by the customer, the predetermined behavior is a behavior regarding a product similar to a product held by the customer, The detection means detects a change in the products held by the customer. 3. A sales support device as described in appendix 2. (Appendix 7) The information regarding the behavior is information regarding a dialogue between the customer and a dialogue function. 7. A sales support device according to any one of appendix 1 to 6. (Appendix 8) The information regarding the behavior is information regarding a dialogue between the customer and a salesperson. 7. A sales support device according to any one of appendix 1 to 6. (Appendix 9) The behavioral information is information indicating a reaction of the customer to the distributed information. 7. A sales support device according to any one of appendix 1 to 6. (Appendix 10) The information regarding the behavior is information indicating the customer's answer to a question. 7. A sales support device according to any one of appendix 1 to 6. (Appendix 11) The notification means notifies a sales activity plan according to the detection result. A sales support device according to any one of appendix 1 to 10. (Appendix 12) the customer information includes information regarding the customer's interests; When the change is detected, the notification means notifies the customer of information on a product that matches the customer's interest. A sales support device according to any one of appendix 1 to 10. (Appendix 13) The product that the customer purchases through the sales activities is at least one of insurance, financial products, vehicles, and housing. A sales support device according to any one of appendix 1 to 12. (Appendix 14) Obtain information about the behavior of customers who are the target of sales activities, detecting a change in customer information relating to said customer; notifying a result of the detection of the change; Information processing methods. (Appendix 15) On the computer, Obtain information about the behavior of customers who are the target of sales activities, detecting a change in customer information relating to said customer; notifying a result of the detection of the change; A non-transitory recording medium readable by the computer, which records a program for executing a process. (Appendix 16) On the computer, Obtain information about the behavior of customers who are the target of sales activities, Detecting changes in customer information regarding customers who are the targets of sales activities; notifying a result of the detection of the change; A program that executes a process. [Explanation of symbols]

[0145] 10,20 Sales support equipment 30 Computer Equipment 33 Communication Networks 51 Terminal Equipment 52 Terminal Equipment 53 Communication Network 101,201 Acquisition Department 102,202 Detector 103,203 Notification Department 301 Processor 302 ROM 303 RAM 304 Storage device 305 Communication Interface 306 Input / Output Interface 307 Bus 2011 Chatbot dialogue information 2012 Salesperson dialogue information 2013 Reaction Information 2014 Answer information d001 screen d002 Screen d003 Screen d004 Screen d005 Screen 2001 Customer DB 2002 Product DB

Claims

1. An acquisition means for acquiring information regarding the behavior of customers who are the targets of sales activities; a detection means for detecting a change in customer information regarding the customer based on the acquired information on the behavior, by referring to a database storing information on the characteristics of the product for each product and information on a family structure suitable for the product; a notification means for notifying a terminal device of a salesperson of the result of the detection of the change; Equipped with The customer information includes information on products owned by the customer and information on a family structure of the customer, the detection means detects, from information on the behavior of the customer, behavior related to information in the database on products with characteristics different from the owned products, and when information in the database on family structures suitable for the different products differs from information on the family structure of the customer, detects a sign of a change in the family structure of the customer as a change in the customer information. Sales support device.

2. The information regarding the behavior is information regarding a dialogue between the customer and a dialogue function. The sales support device according to claim 1.

3. The information regarding the behavior is information regarding a dialogue between the customer and a salesperson. The sales support device according to claim 1.

4. The dialogue information represents a dialogue based on an operation input by the customer to the customer's terminal device, the detection means detects, as the behavior related to the different product, an input of a predetermined word related to the different product by the customer from the dialogue information; 4. The sales support device according to claim 2 or 3.

5. An acquisition means for acquiring information regarding the behavior of customers who are the targets of sales activities; a detection means for detecting a change in customer information regarding the customer by referring to a database that stores information regarding the characteristics of the product for each product based on the acquired information regarding the behavior; a notification means for notifying a terminal device of a salesperson of the result of the detection of the change; Equipped with The customer information includes information regarding products owned by the customer, when detecting a behavior related to a product in the database having characteristics similar to those of the held product from the information on the behavior, the detection means detects a sign of a change in the held product as a change in the customer information. Sales support device.

6. The information regarding the behavior is dialogue information between the customer and a dialogue function. The sales support device according to claim 5.

7. The information regarding the behavior is information regarding a conversation between the customer and a salesperson. The sales support device according to claim 5.

8. The dialogue information represents a dialogue based on an operation input by the customer to the customer's terminal device, the detection means detects, as the behavior regarding the similar product, an input of a predetermined word related to the similar product by the customer from the dialogue information; 8. The sales support device according to claim 6 or 7.

9. A computer comprising: Obtain information about the behavior of customers who are the target of sales activities, Detecting a change in customer information regarding the customer based on the acquired information regarding the behavior by referring to a database that stores information regarding the characteristics of the product for each product and information regarding a family structure suitable for the product; notifying a result of the change detection to a terminal device of the salesperson; Execute the process, The customer information includes information on products owned by the customer and information on a family structure of the customer, In the detection process, behavior related to information on products in the database that have characteristics different from the owned products is detected from information on the behavior of the customer, and when information on a family structure suitable for the different products in the database differs from information on the family structure of the customer, a sign of a change in the family structure of the customer is detected as a change in the customer information. Information processing methods.

10. A computer comprising: Obtain information about the behavior of customers who are the target of sales activities, Detecting a change in customer information regarding the customer based on the acquired information regarding the behavior by referring to a database that stores information regarding the characteristics of the product for each product; notifying a result of the change detection to a terminal device of the salesperson; Execute the process, The customer information includes information regarding products owned by the customer, In the detection process, when a behavior related to a product in the database having characteristics similar to those of the held product is detected from the information on the behavior, a sign of a change in the held product is detected as a change in the customer information. Information processing methods.

11. On the computer, Obtain information about the behavior of customers who are the target of sales activities, Detecting a change in customer information regarding the customer based on the acquired information regarding the behavior by referring to a database that stores information regarding the characteristics of the product for each product and information regarding a family structure suitable for the product; notifying a result of the change detection to a terminal device of the salesperson; Execute the process, The customer information includes information on products owned by the customer and information on a family structure of the customer, In the detection process, behavior related to information on products in the database that have characteristics different from the owned products is detected from information on the behavior of the customer, and when information on a family structure suitable for the different products in the database differs from information on the family structure of the customer, a sign of a change in the family structure of the customer is detected as a change in the customer information. program.

12. On the computer, Obtain information about the behavior of customers who are the target of sales activities, Detecting a change in customer information regarding the customer based on the acquired information regarding the behavior by referring to a database that stores information regarding the characteristics of the product for each product; notifying a result of the change detection to a terminal device of the salesperson; Execute the process, The customer information includes information regarding products owned by the customer, In the detection process, when a behavior related to a product in the database having characteristics similar to those of the held product is detected from the information on the behavior, a sign of a change in the held product is detected as a change in the customer information. program.

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