Service management system and service management method

Abstract

To distribute a service load efficiently.SOLUTION: A service management system maintains user personality information indicating the personality of each service user. The service management system executes service simulation processing for estimating a service level by simulating the state of a service based on demand forecast information for the service. The service management system executes change promotion processing which notifies a user of the change promotion information to encourage requests for services or changes in behavior when the service level falls below a constant level. At this time, the service management system notifies the user of the change promotion information according to the user personality based on the user personality information.SELECTED DRAWING: Figure 3

Description

[Technical field]

[0001] The present disclosure relates to a technique for managing services. [Background technology]

[0002] Patent Document 1 discloses a power system control support system that supports power adjustment in a power system. When it is expected that the demand for power will exceed the supply, the power system control support system encourages consumers to take action to reduce their power consumption. In addition, when there is excess power generation, the power system control support system encourages consumers to take action to increase their power consumption. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent Publication No. 2021-192140 Summary of the Invention [Problem to be solved by the invention]

[0004] When providing a service, if the service load increases, the service level (service quality) decreases. Therefore, if a decrease in the service level due to an increase in the service load is predicted, it is possible to take measures to distribute the service load. In this case, taking measures haphazardly is inefficient. There is room for improvement in distributing the service load.

[0005] One object of the present disclosure is to provide a technique capable of efficiently distributing service loads. [Means for solving the problem]

[0006] The first aspect relates to a service management system that manages services. The service management system is one or more storage devices for storing user individuality information indicating the individuality of each user of the service; One or more processors Equipped with. The one or more processors a service simulation process for simulating a state of the service and estimating a level of the service based on demand forecast information for the service; When the service level falls below a certain level, a change promotion process is performed to notify the user of change promotion information that prompts the user to change his / her service request or behavior. The apparatus is configured to execute the following steps: The change promotion process includes notifying the user of change promotion information according to the user's personality based on the user's personality information.

[0007] The second aspect relates to a service management method for managing a service. The service management method is a service simulation process for simulating a state of the service and estimating a level of the service based on demand forecast information for the service; A change promotion process that notifies the user of the service of change promotion information that prompts the user to change his / her request or behavior for the service when the level of the service falls below a certain level. Includes. The change promotion process is Acquiring user personality information indicating a personality of each user of the service; Notifying the user of change promotion information according to the user's personality based on the user's personality information; Includes. Effect of the Invention

[0008] According to the present disclosure, when the service level estimated by the service simulation process falls below a certain level, the user is notified of change promotion information that encourages the user to change their service requirements or behavior. This makes it possible to distribute the service load and suppress a decrease in the service level. Furthermore, rather than blindly notifying the user of change promotion information, the user is notified of change promotion information that is in accordance with the user's personality. This makes it possible to efficiently distribute the service load. [Brief description of the drawings]

[0009] [Figure 1] 1 is a conceptual diagram for explaining an overview of a service management system according to an embodiment; [Diagram 2] 2 is a block diagram showing an example of a functional configuration related to a change promotion process performed by the service management system according to the embodiment; [Diagram 3] 11 is a flowchart showing an outline of processing related to a change promotion process performed by the service management system according to the embodiment. [Figure 4] FIG. 2 is a conceptual diagram showing a first example of user personality information in the embodiment. [Diagram 5] FIG. 11 is a conceptual diagram showing a second example of user individual information in the embodiment. [Figure 6] FIG. 13 is a conceptual diagram showing a third example of user individual information in the embodiment. [Figure 7] 2 is a block diagram showing an example of a functional configuration related to a demand forecasting process performed by the service management system according to the embodiment. FIG. [Figure 8] 2 is a block diagram showing an example of a functional configuration related to a change promotion process and a demand prediction process performed by the service management system according to the embodiment. FIG. [Figure 9] 1 is a block diagram showing an example of a hardware configuration of a service management system according to an embodiment; DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] Embodiments of the present disclosure will be described with reference to the accompanying drawings.

[0011] 1. Service Management System 1 is a conceptual diagram for explaining an overview of a service management system 1 according to the present embodiment. The service management system 1 manages one or more services provided in a certain area. The service management system 1 is made up of one or more management devices. The service management system 1 may be made up of multiple management devices that perform distributed processing.

[0012] The service provision area is, for example, a town such as a smart city. Examples of the service include a logistics service, a mobility service, and a product sales service. A logistics service is a service for transporting goods to a destination. The goods may be transported by a human or by a logistics robot equipped with an autonomous movement function. A mobility service is a service for transporting people using a vehicle. The vehicle may be a vehicle driven by a driver or may be an autonomous vehicle. Examples of the mobility service include a taxi service, a bus service, and a ride-sharing service. Product sales services are also called EC (Electronic Commerce).

[0013] For example, the service management system 1 performs a simulation of each service. In the service simulation, service parameters that define the service content and service capacity are set. Examples of service parameters for logistics services include the number of personnel, the number of logistics robots, the charge amount of the logistics robots, the delivery route, and the delivery time. Examples of service parameters for mobility services include the number of personnel, the number of vehicles, the charge amount of the vehicles, the vehicle driving route, and the service provision time. Examples of service parameters for merchandise sales services include the type of product, the quantity of product, and the like.

[0014] Through such service simulation, it is possible to design an optimal service form. For example, it is possible to find out the weak points of the service and consider improvement plans. It is also possible to verify whether a desired service level (service quality) is ensured through service simulation. It is also possible to determine the service parameters required to ensure the desired service level through service simulation.

[0015] Examples of the service level (service quality) include the waiting time from application for the service to the provision of the service, punctuality, the degree of congestion inside the vehicle, power consumption, etc. The shorter the waiting time, the higher the service level. The higher the punctuality, the higher the service level. The lower the degree of congestion inside the vehicle, the higher the service level. The lower the power consumption, the higher the service level.

[0016] The service management system 1 may collect information in the real world and reproduce the service state in the real world in the virtual world in real time. Such a technology is also called Digital Twin. Furthermore, the service management system 1 may execute a service simulation in the virtual world to predict the future service state.

[0017] A user 2 of a service uses the service using a user terminal 3. Examples of the user terminal 3 include a mobile terminal such as a smartphone, a PC, and the like. Using the user terminal 3, the user 2 can apply for, reserve, specify a time, change, and the like, a service. The user terminal 3 transmits information input by the user 2 using the user terminal 3 to the service management system 1. The user terminal 3 may also notify the service management system 1 of the actions of the user 2 related to the service.

[0018] The service management system 1 may provide various information related to the service to the user 2 (user terminal 3). For example, the service management system 1 transmits service information useful to the user 2 to the user terminal 3. As another example, the service management system 1 may transmit information aimed at ensuring a service level to the user terminal 3.

[0019] 2. Change promotion treatment 2-1. Overview When providing a service, if the service load increases, the service level decreases. Therefore, if a decrease in the service level due to an increase in the service load is predicted, it is possible to take measures to distribute the service load.

[0020] The service management system 1 according to this embodiment simulates the state of a service based on a demand forecast for the service. If the service level estimated by the service simulation falls below a certain level, the service management system 1 notifies the user 2 of "change promotion information PRM", i.e., transmits it to the user terminal 3. The change promotion information PRM is information intended to distribute the service load. More specifically, the change promotion information PRM is information that prompts the user 2 to change his / her request for a service or his / her behavior. Typically, the change promotion information PRM offers a conditional benefit to the user 2.

[0021] As an example, consider a case where user 2 has already specified a desired delivery date Da for a certain product, and many delivery plans are concentrated on that desired delivery date Da. In this case, the change promotion information PRM encourages user 2 to change his / her request for the service, for example, by saying, "If you change your desired delivery date from Da to Db, we will give you a special gift." User 2 who receives such change promotion information PRM is more likely to consider changing the desired delivery date to Db. If user 2 changes the desired delivery date from Da to Db, the service load at Da is reduced, and a decrease in the service level is suppressed.

[0022] As another example, consider a case where a user 2 who regularly purchases a certain product P is predicted to next order the product P in a period Ta, and where a large number of orders are predicted to be concentrated in the period Ta. In this case, the change promotion information PRM encourages the user 2 to change his or her behavior toward the service, for example, by saying, "If you order the product P by the period Ta, we will give you a special gift." The user 2 who receives such change promotion information PRM is more likely to consider ordering the product P earlier than usual. If the user 2 orders the product P before the period Ta, the service load in the period Ta is reduced, and a decrease in the service level is suppressed.

[0023] The process of notifying the user 2 of such change promotion information PRM (that is, transmitting it to the user terminal 3) will hereinafter be referred to as a “change promotion process.” The change promotion process is one type of information provision process performed by the service management system 1.

[0024] However, it is not necessarily efficient to notify the change promotion information PRM indiscriminately. This is because the sensitivity to information differs depending on the user 2. It is inefficient to notify the change promotion information PRM to a user 2 who is less sensitive to information. In addition, although various attributes of the user 2 are conceivable, it is also inefficient to notify a group of users having similar attributes of different change promotion information PRM.

[0025] Therefore, the service management system 1 according to the present embodiment efficiently performs change promotion processing in consideration of the “personality” of each user 2. In other words, the service management system 1 notifies the user 2 of change promotion information PRM according to the personality of the user 2.

[0026] 2-2. Example of functional configuration Fig. 2 is a block diagram showing an example of a functional configuration related to the change promotion processing by the service management system 1. The service management system 1 includes a service simulator 20, a service level determination unit 30, and a change promotion processing unit 40. Fig. 3 is a flowchart showing an outline of the processing related to the change promotion processing by the service management system.

[0027] 2-2-1. Demand forecast processing (step S10) In step S10, the service management system 1 predicts demand for the service and obtains demand forecast information DEM indicating the demand forecast. An example of this demand forecast process will be described later in Section 3.

[0028] 2-2-2. Service simulation process (step S20) In step S20, the service simulator 20 executes a service simulation process to simulate the state of the service. Demand forecast information DEM is input to the service simulator 20. The service simulator 20 simulates the state of the service based on the demand forecast indicated by the demand forecast information DEM, and estimates the service level related to the service.

[0029] More specifically, the service simulator 20 includes a service model 21. The service model 21 is configured to calculate a service level based on service parameters and a demand forecast. The service parameters define service content and service capabilities. For example, service parameters of a logistics service include the number of personnel, the number of logistics robots, the charge amount of the logistics robots, the delivery route, the delivery time, and the like. Service parameters of a mobility service include the number of personnel, the number of vehicles, the charge amount of the vehicles, the vehicle driving route, the service provision time, and the like. Service parameters of a product sales service include the type of product, the amount of product, and the like. The service model 21 may be generated through machine learning. The type of machine learning model is not particularly limited.

[0030] 2-2-3. Service level determination process (step S30) In step S30, the service level determination unit 30 determines whether the service level estimated in step S20 falls below a certain level. If the service level falls below the certain level (step S30; Yes), the process proceeds to step S40. Otherwise (step S30; No), step S40 is skipped.

[0031] 2-2-4. Change promotion process (step S40) In step S40, the change promotion processing unit 40 executes a change promotion process to notify the user 2 of the change promotion information PRM. More specifically, the change promotion processing unit 40 holds user individuality information 50 indicating the individuality of each user 2 of the service. Specific examples of the user individuality information 50 will be described later. The change promotion processing unit 40 transmits the change promotion information PRM according to the individuality of the user 2 to the user terminal 3 based on the user individuality information 50.

[0032] The user 2 looks at the change promotion information PRM received by the user terminal 3. The user 2 who has seen the change promotion information PRM may change his / her request or behavior regarding the service. The user reaction information RSP is information indicating the actual reaction of the user 2 to the change promotion information PRM. For example, the user reaction information RSP indicates that the user 2 has actually changed the reservation details of the service according to the proposal indicated in the change promotion information PRM. As another example, the user reaction information RSP indicates that the user 2 has actually applied for new service use according to the proposal indicated in the change promotion information PRM. As yet another example, the user reaction information RSP may indicate that the user 2 has not reacted to the change promotion information PRM at all. The user terminal 3 returns the user reaction information RSP to the service management system 1. It can be said that the user reaction information RSP reflects the individuality of the user 2. Therefore, the service management system 1 (the change promotion processing unit 40) can update the user individuality information 50 based on the user reaction information RSP.

[0033] Various examples of the change promotion process are described below.

[0034] 2-3.Various examples of change promotion processing 2-3-1. First example 4 is a conceptual diagram showing a first example of the user individual information 50. The user individual information 50 includes attribute information 51 indicating attributes of each user 2. Examples of the attributes of the user 2 include age, sex, place of residence, and occupation.

[0035] The user individuality information 50 further includes reaction sensitivity information 52. The reaction sensitivity information 52 indicates reaction sensitivity to the change promotion information PRM for each user 2. For example, the reaction sensitivity to the change promotion information PRM is the probability that the user 2 will follow a suggestion indicated by the change promotion information PRM.

[0036] For example, the reaction sensitivity information 52 indicates past performance of reaction sensitivity to the change promotion information PRM. Such reaction sensitivity information 52 is generated and updated based on the user reaction information RSP to the past change promotion information PRM. The service management system 1 (change promotion processing unit 40) generates and updates the reaction sensitivity information 52 in the user individuality information 50 based on the user reaction information RSP received from the user terminal 3.

[0037] As another example, the reaction sensitivity information 52 may indicate an estimated value of reaction sensitivity to the change promotion information PRM. In this case, the reaction sensitivity of each user 2 is estimated based on the attribute information 51 regarding each user 2. For example, it is expected that users 2 of a generation with plenty of time are more likely to agree to a change in the delivery date and time.

[0038] The reaction sensitivity information 52 may indicate a plurality of levels (for example, high, medium, low) of reaction sensitivity for each user 2. The reaction sensitivity level is determined by comparing the reaction sensitivity value with a threshold value.

[0039] In a first example, the change promotion processing unit 40 selectively notifies the change promotion information PRM only to users 2 with high reaction sensitivity, based on the reaction sensitivity information 52. That is, the change promotion processing unit 40 notifies the change promotion information PRM only to users 2 whose reaction sensitivity is equal to or greater than the first threshold, without notifying the change promotion information PRM to users 2 whose reaction sensitivity is less than the first threshold.

[0040] This makes it possible to suppress notification of change promotion information PRM that is considered to be less effective. In other words, unnecessary change promotion processing is suppressed. By selectively notifying only users 2 with high reaction sensitivity of the change promotion information PRM, it becomes possible to efficiently perform the change promotion processing. In other words, it becomes possible to efficiently distribute the service load.

[0041] The user terminal 3 may return the user reaction information RSP to the service management system 1. In this case, the service management system 1 (the change promotion processing unit 40) updates the reaction sensitivity information 52 based on the user reaction information RSP.

[0042] 2-3-2. Second example FIG. 5 is a conceptual diagram showing a second example of user individuality information 50. Descriptions that overlap with the first example above will be omitted as appropriate. In the second example, user individuality information 50 includes reaction sensitivity information 53. The reaction sensitivity information 53 indicates, for each user 2, a correspondence between the type (content) of change promotion information PRM and reaction sensitivity to the change promotion information PRM. Examples of the type (content) of change promotion information PRM include a suggestion to change a specified date, a suggestion to change a specified time, a suggestion to change a specified car model, a suggestion to purchase a product, and the like. As in the first example above, the reaction sensitivity may be a past actual value or an estimated value.

[0043] Even for the same user 2, the reaction sensitivity to the change promotion information PRM may depend on the type of change promotion information PRM. Therefore, in the second example, the change promotion processing unit 40 selectively notifies the user 2 of the type of change promotion information PRM having a high reaction sensitivity based on the reaction sensitivity information 53. That is, the change promotion processing unit 40 notifies the user 2 of the type of change promotion information PRM having a reaction sensitivity equal to or greater than the second threshold, without notifying the user 2 of the type of change promotion information PRM having a reaction sensitivity less than the second threshold.

[0044] This makes it possible to suppress notification of change promotion information PRM that is considered to be less effective. In other words, unnecessary change promotion processing is suppressed. By selectively notifying types of change promotion information PRM with high reaction sensitivity, it becomes possible to perform change promotion processing efficiently. In other words, it becomes possible to efficiently distribute the service load.

[0045] The user terminal 3 may return the user reaction information RSP to the service management system 1. In this case, the service management system 1 (the change promotion processing unit 40) updates the reaction sensitivity information 53 based on the user reaction information RSP.

[0046] 2-3-3.Third example 6 is a conceptual diagram showing a third example of the user individuality information 50. In the third example, the attribute information 51 of the user individuality information 50 includes a group to which the user 2 belongs. Examples of groups include a residential area, an apartment building, a company, a school, and a classroom. Based on the attribute information 51, the change promotion processing unit 40 notifies all users 2 belonging to the same group of the same change promotion information PRM.

[0047] By notifying all users 2 belonging to the same group of the same change promotion information PRM, it is possible to prevent a sense of unfairness from arising within the same group.

[0048] 2-4.Effects As described above, according to this embodiment, when the service level estimated by the service simulation process falls below a certain level, the change promotion information PRM that prompts the user 2 to change his / her request for service or behavior is notified to the user 2. This makes it possible to distribute the service load and suppress the decrease in the service level.

[0049] Furthermore, according to this embodiment, the change promotion information PRM is not notified haphazardly, but the change promotion information PRM according to the personality of the user 2 is notified to the user 2. This makes it possible to efficiently distribute the service load.

[0050] 3. Example of demand forecast processing As described above, the service management system 1 predicts the demand for the service and acquires the demand prediction information DEM indicating the demand prediction (step S10). An example of this demand prediction process will be described.

[0051] 7 is a block diagram showing an example of a functional configuration related to demand prediction processing. The service management system 1 includes a human simulator 10, a service simulator 20, a real data acquisition unit 60, a service parameter setting unit 70, and a policy setting unit 80.

[0052] The human simulator 10 predicts demand for a service by simulating the behavior of each user 2. More specifically, the human simulator 10 includes a human model 11 that is a behavior model of the user 2. In the human model 11, the behavior of the user 2 when using a service is modeled. Real data RDT indicating at least one of the actual behavior history and behavior schedule of the user 2 is input to the human model 11.

[0053] The actual behavior history of user 2 includes the current and past behaviors of user 2. The actual behavior history of user 2 includes, for example, a purchase history of product P. Based on the purchase history, it is possible to predict when user 2 will next purchase product P. If user 2 recently purchased product P, it is also possible to predict that user 2 will not purchase product P for a while. As another example, the actual behavior history of user 2 includes a usage history of a mobility service. Based on the usage history, it is possible to predict the date and time when user 2 will next use the mobility service. As yet another example, the actual behavior history of user 2 includes consuming a certain food item in the refrigerator. In that case, it is possible to predict that user 2 will purchase and replenish the food item in the near future.

[0054] The behavior schedule of user 2 is registered in advance by user 2 himself / herself. For example, the behavior schedule of user 2 includes a schedule for using a mobility service at a specific date and time. The service management system 1 holds information on the behavior schedule registered by user 2. Based on the behavior schedule, it is possible to predict demand for a service.

[0055] The real data acquisition unit 60 collects real data RDT indicating at least one of the actual behavior history and behavior schedule of the user 2 from various devices in the real world. For example, the real data acquisition unit 60 acquires the real data RDT from the user terminal 3 of each user 2. As another example, a camera that captures the behavior of the user 2 may be installed, and the real data acquisition unit 60 may acquire the real data RDT based on an image obtained from the camera. The real data acquisition unit 60 provides the real data RDT to the human simulator 10.

[0056] The human model 11 is configured to calculate (predict) demand for a service based on the real data RDT. The human model 11 may be generated through machine learning. The type of the machine learning model is not particularly limited. The human model 11 is prepared for each user 2. Alternatively, the same human model 11 may be used for a group of users having the same attributes. For example, the same human model 11 may be used for a group of users of the same age.

[0057] The human simulator 10 predicts demand for services and acquires demand forecast information DEM by simulating the behavior of each user 2 using such a human model 11. More specifically, the human simulator 10 simulates the behavior of each user 2 by inputting real data RDT obtained from a real data acquisition unit 60 into the human model 11. The demand forecast information DEM is acquired by such user simulation processing.

[0058] The service simulator 20 is similar to that shown in Fig. 2. Demand forecast information DEM output from the human simulator 10 is input to the service simulator 20. The service simulator 20 simulates the state of a service based on the demand forecast information DEM and the service parameters SPR, and estimates the service level related to the service.

[0059] The service parameter setting unit 70 judges whether the service level estimated by the service simulator 20 is equal to or higher than a certain level. If the service level is below the certain level, the service parameter SPR may be insufficient for the demand forecast. Therefore, if the service level is below the certain level, the service parameter setting unit 70 changes the service parameter SPR so as to improve the service level. The service parameter setting unit 70 feeds back the changed service parameter SPR to the service simulator 20. The service simulator 20 performs a service simulation process based on the changed service parameter SPR.

[0060] The service provider may provide in advance a setting policy for the service parameter SPR. For example, the service provider may specify in advance a range that the service parameter SPR can take. As another example, the service provider may prescribe a relationship between a certain service parameter SPR and another service parameter SPR. For example, the number of vehicles used in a mobility service and the operating time are set to be inversely proportional. The policy setting unit 80 outputs the setting policy provided by the service provider to the service parameter setting unit 70. The service parameter setting unit 70 sets the service parameter SPR according to the setting policy.

[0061] If the service level estimated by the service simulator 20 is equal to or higher than a certain level, the service parameter setting unit 70 presents the service parameter SPR to the service provider. The service provider reflects the service parameter SPR presented by the service management system 1 in a real service in the real world.

[0062] The real data acquisition unit 60 acquires the latest real data RDT, and feeds back the latest real data RDT to the human simulator 10.

[0063] According to the demand forecasting process shown in FIG. 7, it is possible to predict the demand for a service with high accuracy based on the real data RDT. Then, since the service simulation process is performed based on the highly accurate demand forecast information DEM, it is possible to determine with high accuracy the service parameters required to ensure a service level above a certain level. The highly accurate service parameters are reflected in the real service in the real world. As a result, the service level of the real service is maintained above a certain level.

[0064] 4. Combination 8 shows a combination of the change promotion process (see FIG. 2) described in Section 2 and the demand forecast process (see FIG. 7) described in Section 3. The user response information RSP may be included in the real data RDT. In this case, the change promotion processing unit 40 updates the user individuality information 50 based on the user response information RSP included in the real data RDT.

[0065] 5. Hardware configuration example 9 is a block diagram showing an example of a hardware configuration of the service management system 1 according to the present embodiment. The service management system 1 includes one or more processors 110 (hereinafter simply referred to as “processor 110”), one or more storage devices 120 (hereinafter simply referred to as “storage devices 120”), a communication device 130, and an input / output device 140.

[0066] The processor 110 performs various information processing. For example, the processor 110 includes a CPU (Central Processing Unit). The storage device 120 stores various information 200 necessary for processing by the processor 110. The various information 200 includes user individuality information 50, change promotion information PRM, and user response information RSP. The various information 200 also includes real data RDT, demand forecast information DEM, service parameters SPR, and the like. Examples of the storage device 120 include a volatile memory, a non-volatile memory, a HDD (Hard Disk Drive), an SSD (Solid State Drive), and the like.

[0067] The service management program 300 is a computer program executed by the processor 110. The above-mentioned functional blocks of the service management system 1 (FIGS. 2, 7, and 8) are realized by cooperation between the processor 110 that executes the service management program 300 and the storage device 120. The service management program 300 is stored in the storage device 120. The service management program 300 may be recorded on a computer-readable recording medium. The service management program 300 may be provided via a network.

[0068] The communication device 130 communicates with the user terminal 3 and various devices via a communication network. The processor 110 transmits change promotion information PRM to the user terminal 3 via the communication device 130. The processor 110 also receives user reaction information RSP from the user terminal 3 via the communication device 130. Furthermore, the processor 110 collects real data RDT from various devices in the real world via the communication device 130.

[0069] The input / output device 140 is an interface for receiving information from a service provider and for providing information to the service provider. The service provider inputs a setting policy for the service parameters SPR using the input / output device 140. Furthermore, the processor 110 presents suitable service parameters SPR to the service provider via the input / output device 140. The service provider reflects the presented service parameters SPR in a real service in the real world. [Explanation of symbols]

[0070] 1 Service Management System 2. Users 3. User terminal 10 Human Simulator 20 Service Simulator 30 Service Level Judgment Unit 40 Change Promotion Processing Section 50 User personality information 51 Attribute information 52, 53 Response Sensitivity Information 60 Real Data Acquisition Department 70 Service parameter setting section 80 Policy setting section 110 Processor 120 Storage device 130 Communication Equipment 140 I / O Devices 200 Various information 300 Service Management Program DEM demand forecast information PRM Change Promotion Information RSP User Response Information RDT Real Data SPR Service Parameters

Claims

1. A service management system for managing services, one or more storage devices for storing user individuality information indicating the individuality of each user of the service; One or more processors; Equipped with The one or more processors: a service simulation process for simulating a state of the service and estimating a level of the service based on demand forecast information for the service; a change promotion process for notifying the user of change promotion information that prompts the user to change a desired request for the service when the level of the service falls below a certain level; configured to run the change prompting information offering a reward to the user if the user changes the request in accordance with the change prompting information; The change promotion process includes notifying the user of the change promotion information corresponding to the personality of the user based on the user personality information. Service management system.

2. 2. The service management system according to claim 1, The user individual information indicates a reaction sensitivity to the change promotion information for each user, The change promotion process includes notifying the change promotion information to the users whose reaction sensitivity is equal to or greater than the first threshold without notifying the change promotion information to the users whose reaction sensitivity is less than a first threshold. Service management system.

3. 2. The service management system according to claim 1, The user individual information indicates, for each user, a correspondence relationship between a type of the change promotion information and a reaction sensitivity to the change promotion information; The change promotion process includes notifying the user of the change promotion information of a type in which the reaction sensitivity is equal to or greater than the second threshold without notifying the user of the change promotion information of a type in which the reaction sensitivity is less than a second threshold. Service management system.

4. 4. The service management system according to claim 2, The one or more processors further acquire user reaction information indicating a reaction of the user to the change promotion information, and update the user individuality information based on the user reaction information. Service management system.

5. 2. The service management system according to claim 1, The change promotion process includes notifying all users belonging to the same group of the same change promotion information. Service management system.

6. 2. The service management system according to claim 1, The one or more processors acquire the demand forecast information for the service by simulating the behavior of the user using a human model that is a behavior model of the user. Service management system.

7. 7. The service management system according to claim 6, The one or more processors: Acquire real data indicating at least one of an actual behavior history and an actual behavior schedule of the user; The behavior of the user is simulated by inputting the real data into the human model. Service management system.

8. A service management method for managing a service, comprising: a service simulation process for simulating a state of the service and estimating a level of the service based on demand forecast information for the service; a change promotion process for notifying a user of the service of change promotion information that prompts the user to change a desired request for the service when the level of the service falls below a certain level; Including, the change prompting information offering a reward to the user if the user changes the request in accordance with the change prompting information; The change promotion process includes: acquiring user personality information indicating a personality of each user of the service; notifying the user of the change promotion information according to the user's personality based on the user's personality information; Includes Service management methods.

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