Information Processing Apparatus, Method, and Program

Abstract

To quantitatively evaluate effect of operation for urging a user to perform predetermined action to contribute to suppression of cost for the operation.SOLUTION: An information processing device includes: an effect estimation unit for estimating effect of predetermined operation relative to a user for urging the user to execute predetermined action on whether or not the user executes the action; and a conditions output unit for outputting conditions related to operation relative to the user based on the estimated effect.SELECTED DRAWING: Figure 3

Description

[Technical Field]

[0001] The present disclosure relates to techniques for controlling operations for users. [Background technology]

[0002] Conventionally, call center operators make phone calls to customers to urge them to pay their credit card bills, i.e., to collect debts (see Patent Document 1). Also known is a urging support technology that changes the tone of the sample phrases used by the operator when responding to calls depending on the time of day the urging work is being carried out (see Patent Document 2). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2001-282994 [Patent Document 2] Japanese Patent Application Laid-Open No. 2010-224617 Summary of the Invention [Problem to be solved by the invention]

[0004] Conventionally, operations (e.g., calling a customer) have been performed to prompt a user to perform a predetermined action (e.g., transfer money, deposit money into an account, etc.) However, while operations that prompt a user to perform a predetermined action are effective, there is a problem in that performing the operation incurs costs according to the amount of the operation.

[0005] In view of the above-mentioned problems, an object of the present disclosure is to quantitatively evaluate the effectiveness of an operation that prompts a user to take a predetermined action, thereby contributing to reducing the costs of the operation. [Means for solving the problem]

[0006] An example of the present disclosure is an information processing device that includes an effect estimation unit that estimates the effect that a predetermined operation on a user to encourage the user to perform a predetermined action will have on whether or not the user will perform the action, and a condition output unit that outputs conditions regarding the operation on the user based on the estimated effect.

[0007] Another example of the present disclosure is a method in which a computer executes a training data acquisition step to acquire training data in which a score based on statistics relating to the rate at which a predetermined action is performed by users who have a predetermined attribute and have received a predetermined operation and statistics relating to the rate at which the action is performed by users who have not received the operation is defined as a score indicating the effect of the operation on users who have the attribute; and a machine learning step to create a machine learning model based on the training data.

[0008] The present disclosure can be understood as an information processing device, a system, a method executed by a computer, or a program executed by a computer. The present disclosure can also be understood as such a program recorded on a recording medium readable by a computer or other device, machine, etc. Here, a recording medium readable by a computer, etc. refers to a recording medium that stores information such as data and programs by electrical, magnetic, optical, mechanical, or chemical action and can be read by a computer, etc. [Effects of the Invention]

[0009] According to the present disclosure, it is possible to quantitatively evaluate the effectiveness of an operation that prompts a user to take a predetermined action, thereby contributing to reducing costs for the operation. [Brief explanation of the drawings]

[0010] [Figure 1] 1 is a schematic diagram illustrating a configuration of an information processing system according to an embodiment. [Figure 2] FIG. 1 is a diagram illustrating an outline of a functional configuration of an information processing apparatus according to an embodiment. [Figure 3] FIG. 1 is a diagram illustrating a simplified concept of a decision tree of a machine learning model employed in an embodiment. [Figure 4] FIG. 10 is a diagram showing the relationship between estimated effects and risks and operation conditions in an embodiment. [Figure 5] 1 is a flowchart illustrating a flow of machine learning processing according to an embodiment. [Figure 6] 10 is a flowchart showing the flow of an operation condition output process according to the embodiment. [Figure 7] 10 is a flowchart showing a flow of variation (1) of the operation condition output process according to the embodiment. [Figure 8] 10 is a flowchart showing a flow of variation (2) of the operation condition output process according to the embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0011] Hereinafter, embodiments of an information processing device, method, and program according to the present disclosure will be described with reference to the drawings. However, the embodiments described below are merely examples, and the information processing device, method, and program according to the present disclosure are not limited to the specific configurations described below. In implementing the present disclosure, a specific configuration according to the embodiment may be appropriately adopted, and various improvements and modifications may be made.

[0012] In this embodiment, an embodiment will be described in which the technology according to the present disclosure is implemented for an operation center management system for collecting receivables by urging payment of overdue credit card usage amounts. However, systems to which the technology according to the present disclosure can be applied are not limited to operation center management systems for urging payment of credit card usage amounts. The technology according to the present disclosure can be widely used as a technology for controlling operations for users, and the application of the present disclosure is not limited to the examples shown in the embodiment.

[0013] Normally, credit card payments are made by debiting the user's account on the monthly withdrawal date or by the user depositing the amount by a specified date, but there are cases where the payment of the credit card amount is not completed by the specified date due to reasons such as insufficient funds in the user's account or the user not depositing the amount by the specified date. For this reason, operations such as calling customers or sending messages from an operation center (call center) have traditionally been carried out to urge users to pay their credit card amounts and collect receivables.

[0014] Generally, operations directed at users are effective in avoiding default (non-performance of debt), and the more operations are performed, the higher the debt collection rate. However, the more operations are performed, the higher the costs, such as labor costs for operations, system usage fees, and system maintenance costs, increase. Therefore, in consideration of the above-mentioned problems, the system disclosed herein employs technology for suppressing operation costs without reducing the debt collection rate. Note that, in this embodiment, an example will be described in which the predetermined operation is primarily a call to the user, but the content of the predetermined operation is not limited, and may be various operations for prompting the user to take a predetermined action.

[0015] <System configuration> FIG. 1 is a schematic diagram showing the configuration of an information processing system according to this embodiment. In the system according to this embodiment, an information processing device 1, an operation center management system 3, and a credit card management system 5 are connected to each other so that they can communicate with each other. An operation terminal (not shown) is installed in the operation center to perform operations according to instructions from the operation center management system 3, and an operator operates the operation terminal to perform operations for a user. The user is a credit card user who deposits the credit card usage amount via a financial institution or the like, and payment history data for the credit card usage amount is notified to the operation center management system 3 via the credit card management system 5.

[0016] The information processing device 1 is an information processing device for outputting data for controlling operations by the operation center management system 3. The information processing device 1 is a computer including a central processing unit (CPU) 11, a read-only memory (ROM) 12, a random access memory (RAM) 13, a storage device 14 such as an electrically erasable and programmable read-only memory (EEPROM) or a hard disk drive (HDD), a communication unit 15 such as a network interface card (NIC), etc. However, the specific hardware configuration of the information processing device 1 can be omitted, replaced, or added as appropriate depending on the embodiment. Furthermore, the information processing device 1 is not limited to a device consisting of a single housing. The information processing device 1 may be realized by multiple devices using so-called cloud or distributed computing technology, etc.

[0017] The operation center management system 3, the credit card management system 5, and the operation terminal are all computers equipped with a CPU, ROM, RAM, a storage device, a communication unit, an input device, an output device, etc. (not shown). Furthermore, these systems and terminals are not limited to devices consisting of a single housing. These systems and terminals may be realized by multiple devices using so-called cloud or distributed computing technology, etc.

[0018] 2 is a diagram showing an outline of the functional configuration of the information processing device 1 according to this embodiment. The information processing device 1 functions as an information processing device including an effect estimation unit 21, a risk estimation unit 22, a machine learning unit 23, and a condition output unit 24, by reading a program recorded in a storage device 14 into a RAM 13 and executing it by a CPU 11, thereby controlling each piece of hardware included in the information processing device 1. Note that in this embodiment and other embodiments described below, each function included in the information processing device 1 is executed by the CPU 11, which is a general-purpose processor, but some or all of these functions may be executed by one or more dedicated processors.

[0019] The effect estimation unit 21 estimates the effect of a predetermined operation on a user to prompt the user to perform a predetermined action on whether or not the user will perform the action. In this embodiment, the predetermined action is payment of a credit card amount that is overdue. Note that the specific payment method is not limited, and may be a transfer to a designated account, payment at a designated counter, or the like. In this embodiment, the predetermined operation is a call to remind the user to pay the credit card amount that is overdue. Note that the call to the user may be an automated call using a recorded or mechanical voice, or a call in which an operator (human) speaks to the user. In this embodiment, the effect estimation unit 21 estimates the effect of the operation using a machine learning model that outputs a causality score that indicates the effect of the operation on the user in response to input of one or more user attributes related to the target user.

[0020] The risk estimation unit 22 estimates risk based on the probability that a user will not perform the predetermined action described above. The method of expressing risk is not limited, and various indicators may be used. For example, risk can be expressed using the probability that a receivable will default without being collected. In this embodiment, the risk estimation unit 22 estimates risk based on the probability that a user will not perform an action using a machine learning model that outputs a risk indicator indicating the probability that a receivable will default without being collected for one or more user attributes related to a target user. However, risk may also be estimated according to, for example, a predetermined rule without using a machine learning model. For example, risk may be acquired by storing a value corresponding to each user attribute or combination of user attributes in advance and reading out this value. Furthermore, indicators other than the probability of default may be used as indicators of risk. For example, risk may be classified (ranked), and the class (rank) of the risk may be used as an indicator.

[0021] The machine learning unit 23 generates and / or updates a machine learning model used for effect estimation by the effect estimation unit 21 and a machine learning model used for risk estimation by the risk estimation unit 22. The machine learning model for effect estimation is a machine learning model that, when data on one or more user attributes related to a target user is input, outputs a causal score indicating the effectiveness of an operation on the user. Furthermore, the machine learning model for risk estimation is a machine learning model that, when data on one or more user attributes related to a target user is input, outputs a risk index indicating the degree of risk based on the likelihood that the user will not perform an action. The user attributes input to these machine learning models may include, for example, demographic attributes, behavioral attributes, or psychographic attributes. Here, demographic attributes include, for example, the user's gender, family structure, age, etc.; behavioral attributes include, for example, whether or not a cash advance has been used, whether or not a revolving payment has been used, deposit and withdrawal history for a specified account, and commercial transaction history for some product including gambling or lotteries (which may include online transaction history in an online marketplace, etc.); and psychographic attributes include, for example, preferences for gambling or lotteries. However, usable user attributes are not limited to the examples given in this embodiment. For example, "time required for an operation (such as a phone call)" and "amount used by credit card" may also be used as attributes.

[0022] When generating and / or updating a machine learning model for effect estimation, the machine learning unit 23 creates a machine learning model based on training data (machine learning data) in which, for each user attribute, a score based on a statistic related to the action execution rate (debt collection rate) of users who received an operation among multiple users having a predetermined attribute and a statistic related to the action execution rate of users who did not receive the operation among multiple users is defined as a causal score indicating the effect of the operation on users having the attribute. In this embodiment, for example, if the content of the operation is a call to a user, a causal score is calculated based on the difference between the respective statistic values ​​using the formula "(debt collection rate when the user made a call) - (debt collection rate when the user did not make a call)". The calculated causal score is combined with the attribute data of the corresponding user and input to the machine learning unit 23 as training data. Note that in this embodiment, an example will be described in which an average value is used as the statistic. However, statistical indicators such as the mode or median may also be used as the statistic. Here, the statistic related to the action execution rate may be based on the past debt collection rate of each user within a predetermined period (e.g., a predetermined month). Furthermore, in this embodiment, a causal score is calculated based on the difference between each statistical quantity. However, if no statistically significant difference is found in the difference, the causal score may be set to zero or approximately zero. Here, existing statistical methods may be used to determine whether or not a significant difference exists. For example, standard error and confidence intervals may be considered for a set of average user response rates for each month, and the statistical significance of changes in response rates due to the presence or absence of calls may be considered. In this way, it is possible to calculate a causal score taking into account variations in average response rates among users within the same group.

[0023] When creating training data, a user who has been called once cannot become a user who has not been called thereafter. Therefore, for a user, it is possible to obtain only either the recovery rate when the user is called or the recovery rate when the user is not called. Therefore, training data on the effectiveness of calls is created for each user group having a common attribute. That is, a causal score indicating the effectiveness of calls on a user group consisting of users with a common attribute is obtained by, for example, dividing multiple users with the common attribute into a first sub-user group that is called and a second sub-user group that is not called, calculating the average debt recovery rate from the first sub-user group that is called and the average debt recovery rate from the second sub-user group that is not called, and calculating the difference between these average debt recovery rates based on the above-mentioned formula. For example, if the average debt recovery rate from the first sub-user group that is called is 80% and the average debt recovery rate from the second sub-user group that is not called is 70%, the causal score indicating the effectiveness of calls on that user group is "10."

[0024] A machine learning model generation framework that can be employed to implement the technology of the present disclosure is based on, for example, an ensemble learning algorithm. For example, a machine learning framework (e.g., LightGBM) based on a Gradient Boosting Decision Tree (GBDT) may be employed as the framework. In other words, the framework may be a machine learning framework based on a decision tree model that inherits the error between the correct answer and the predicted value between previous and next weak learners (weak classifiers). The predicted value here refers to, for example, a predicted value of a causality score or a risk index. Note that the framework may employ boosting methods such as LightGBM, XGBoost, or CatBoost. A framework using a decision tree can generate a machine learning model with relatively high performance with less parameter adjustment effort than a framework using a neural network. However, the machine learning model generation framework that can be employed to implement the technology of the present disclosure is not limited to the example described in this embodiment. For example, instead of a gradient boosting decision tree, other learning devices such as a random forest may be used as the learning device, or a learning device that is not a so-called weak learning device such as a neural network may be used. In particular, when a learning device that is not a so-called weak learning device such as a neural network is used, ensemble learning does not need to be used.

[0025] FIG. 3 is a simplified diagram illustrating the concept of a decision tree in a machine learning model employed in this embodiment. When employing a gradient boosting machine learning framework based on a decision tree algorithm, the branching conditions of each node in the decision tree are optimized. Specifically, in the gradient boosting machine learning framework based on a decision tree algorithm, a causal score indicating the effect of an operation is calculated for each user group having attributes indicated by two child nodes branching from a single parent node, and the branching condition of the parent node is optimized so that the difference between these causal scores is large (e.g., so that the difference is maximized or exceeds a predetermined threshold), i.e., so that the two child nodes branch cleanly. For example, if the attribute indicated as the branching condition of a node is age, the age set as the branching threshold may be changed, or the branching condition may be changed to an attribute other than age. In this way, by recursively optimizing the branching conditions of all nodes in the decision tree, the accuracy of estimating the effect of an operation can be improved.

[0026] When generating and / or updating a machine learning model for risk estimation, the machine learning unit 23 creates a machine learning model based on training data in which, for each user attribute, a statistical amount (in this embodiment, an average value; however, a statistical index such as a mode or a median may also be used) related to the default incidence rate of multiple users having a predetermined attribute is defined as a risk index indicating the degree of risk of the user having the attribute. The calculated risk index is combined with the attribute data of the corresponding user and input to the machine learning unit 23 as training data. Furthermore, in generating or updating a machine learning model for risk estimation, there are no limitations on the machine learning model generation framework that can be adopted, but a gradient boosting machine learning framework based on a decision tree algorithm may be adopted, as in the case of generating and / or updating a machine learning model for effect estimation described above.

[0027] The condition output unit 24 determines and outputs conditions (hereinafter referred to as "operation conditions") for operations to be performed on users at the operation center based on the estimated effects and risks (in this embodiment, the causal scores and risk indices). In this embodiment, the operation conditions include at least one of whether the operation needs to be performed, the number of times the operation is to be performed, the order in which the operations are to be performed, the means of contacting the user in the operation, and the content of contacting the user in the operation. Examples of contact means include making a phone call or sending a message, and examples of the content of contact include the content to be conveyed to the user in the call and the content of the message.

[0028] 4 is a diagram showing the relationship between the estimated effects and risks and the operation conditions in this embodiment. Basically, the condition output unit 24 outputs operation conditions such that a higher priority is given to operations for users with higher estimated effects and at least some of the operations for users with higher estimated risks. Also, the condition output unit 24 outputs operation conditions such that a lower priority is given to operations for users with lower estimated effects and at least some of the operations for users with lower estimated risks.

[0029] Here, priority is a measure set for a user or an operation for that user, indicating the degree to which the operation is performed with priority. A user with a higher priority is more likely or frequently to receive the operation, while a user with a lower priority is less likely or frequently to receive the operation. Specifically, the condition output unit 24 outputs operation conditions, as conditions for assigning a higher priority, such as setting the operation to be performed as required, increasing the number of times the operation is performed, moving the order of execution of the operation earlier, or making the means or content of contact with the user for the operation more cost-effective or effective. Furthermore, the condition output unit 24 outputs operation conditions, as conditions for assigning a lower priority, such as setting the operation to be not performed, reducing the number of times the operation is performed, moving the order of execution of the operation later, or making the means or content of contact with the user for the operation less cost-effective or effective.

[0030] In this embodiment, the condition output unit 24 compares the estimated causal score and risk index with predetermined thresholds for the causal score and risk index, respectively, and determines and outputs operation conditions based on the comparison results. Specifically, in the example shown in FIG. 4, a threshold C1 and a threshold C2 greater than the threshold C1 are set for the causal score, and a threshold R1 (first threshold) and a threshold R2 (second threshold) greater than the threshold R1 are set for the risk index. Furthermore, for the risk index, a threshold R3 is set to determine whether or not a user is subject to operation condition setting according to the causal score, and a threshold R4 is set to determine a user to whom a high-priority operation condition is to be set regardless of the causal score. In this embodiment, an example will be described in which the same value is used for the thresholds R1 and R3, and the same value is used for the thresholds R2 and R4 (see FIG. 4), but different values ​​may be used for these thresholds.

[0031] Here, a case where an operation condition with a high priority is output will be described. Case 1: The condition output unit 24 determines and outputs high-priority operation conditions for at least some users whose causal scores are equal to or greater than the threshold C2 because the operation is highly effective. Case 2: Furthermore, the condition output unit 24 determines and outputs high-priority operation conditions for at least some of the users whose risk index is equal to or greater than the threshold R2, since the risk is high. Case 3: In particular, the condition output unit 24 may determine and output the highest priority operation conditions for users whose causal score is greater than or equal to the threshold C2 and whose risk index is greater than or equal to the threshold R2 (see the area UR indicated by the dashed line in Figure 4). Case 4: However, for users whose estimated risk index is lower than the threshold R3, the condition output unit 24 does not need to output operation conditions that are given high priority because the users are unlikely to become defaults in the first place. To enhance the cost containment effect, it is preferable to determine and output low-priority or medium-priority operation conditions for users whose risk index is lower than the threshold R3, regardless of the causal score (the region UL indicated by the dashed line in FIG. 4 has a causal score of C2 or higher but a risk index lower than R3, and therefore does not become a high-priority operation condition). Therefore, the effect estimation unit 21 may estimate the effect of an operation for users whose risk index is estimated to be equal to or higher than the threshold R3 (third threshold), and may not estimate the effect of an operation for users whose risk index is estimated to be lower than the threshold R3 (third threshold) (omit the estimation process).

[0032] A case where an operation condition with a low priority is output will also be described. Case 5: The condition output unit 24 determines and outputs low-priority operation conditions for at least some users whose causal scores are less than the threshold C1 because the operation effects are low. Case 6: Furthermore, the condition output unit 24 determines and outputs low-priority operation conditions for at least some users whose risk indexes are less than the threshold R1 because the risk is low. Case 7: In particular, the condition output unit 24 may determine and output the lowest priority operation condition for a user whose causal score is less than the threshold C1 and whose risk index is less than the threshold R1 (see the area LL indicated by the dashed line in Figure 4). Case 8: However, for a user whose estimated risk index is equal to or greater than the threshold R4, the condition output unit 24 does not need to output an operation condition to which a low priority is assigned, since the user is likely to be defaulted in the first place. Rather, for a user whose risk index is equal to or greater than the threshold R4, it is preferable to determine and output an operation condition with a high priority, regardless of the causal score (the region LR indicated by the dashed line in FIG. 4 has a causal score less than C1, but the risk index is equal to or greater than R4, so the operation condition does not have a low priority).

[0033] As a result, in the example shown in Figure 4, the operation priority is increased for high-risk users and medium-risk and high-effectiveness users, and decreased for low-risk users and medium-risk and low-effectiveness users. Note that in the above example, an example was described in which areas are divided based on thresholds and common operation conditions are determined for users belonging to one area, but different operation conditions may be set for each user or for each user within one area. For example, even within the same area, the operation conditions may be varied to provide a gradation depending on the level of the causal score and / or risk index.

[0034] The amount of operations (total number of operations and number of users subject to operations) by the operation center management system 3 can be changed by adjusting the thresholds described above. For example, the amount of operations can be increased by lowering at least one of thresholds C1, C2, R1, and R2, and the amount of operations can be decreased by raising at least one of thresholds C1, C2, R1, and R2.

[0035] <Processing flow> Next, a flow of processing executed by the information processing system according to this embodiment will be described. Note that the specific content and processing order of the processing described below are an example for implementing the present disclosure. The specific content and processing order may be selected as appropriate depending on the embodiment of the present disclosure.

[0036] 5 is a flowchart showing the flow of the machine learning process according to this embodiment. The process shown in this flowchart is executed at a timing designated by the administrator of the operation center management system 3.

[0037] In steps S101 and S102, a machine learning model used for effect estimation is generated and / or updated. The machine learning unit 23 calculates a causal score for each of a plurality of user attributes based on user attribute data, operation history data, and payment history data of credit card usage amounts previously accumulated in the operation center management system 3 or the credit card management system 5, and creates training data including combinations of user attributes and causal scores (step S101). Here, the operation history data includes data that can be used to determine, for each user, whether an operation has been performed on that user, and the payment history data includes data that can be used to determine, for each user, whether that user has paid their credit card usage amounts (whether or not there is default). Then, the machine learning unit 23 inputs the generated training data into the machine learning model and generates or updates the machine learning model used for effect estimation by the effect estimation unit 21 (step S102). Thereafter, the process proceeds to step S103.

[0038] In steps S103 and S104, a machine learning model used for risk estimation is generated and / or updated. The machine learning unit 23 calculates a risk index for each of multiple user attributes based on user attribute data, operation history data, and credit card usage payment history data previously accumulated in the operation center management system 3 or the credit card management system 5, and creates training data including combinations of user attributes and risk indexes (step S103). Then, the machine learning unit 23 inputs the created training data into the machine learning model, and generates or updates the machine learning model used for risk estimation by the risk estimation unit 22 (step S104). Thereafter, the processing shown in this flowchart ends.

[0039] 6 is a flowchart showing the flow of the operation condition output process according to this embodiment. The process shown in this flowchart is executed at a preset timing every month. More specifically, the execution timing of the process is set to be after the specified date for payment of the credit card usage amount and before the scheduled date for execution of the operation for the unpaid user.

[0040] In steps S201 and S202, a risk is estimated based on the effect of the operation and the probability that the user will not perform the action. The risk estimation unit 22 inputs data on one or more user attributes related to the target user into the machine learning model generated and / or updated in step S104 for each of the multiple users, and obtains a risk index corresponding to the user as an output from the machine learning model (step S201). Furthermore, the effect estimation unit 21 inputs data on one or more user attributes related to the target user into the machine learning model generated and / or updated in step S102 for each of the multiple users, and obtains a causal score corresponding to the user as an output from the machine learning model (step S202). Then, the process proceeds to step S203.

[0041] In step S203, operation conditions are determined and output. The condition output unit 24 determines operation conditions based on the causal scores and risk indexes estimated in steps S201 and S202, and outputs them to the operation center management system 3. In this embodiment, the condition output unit 24 identifies and outputs operation conditions that have been pre-mapped to the causal scores and risk indexes. However, the method for determining operation conditions is not limited to the example given in this embodiment. For example, the operation conditions may include values ​​calculated by inputting the causal scores and risk indexes into a predetermined function. Thereafter, the processing shown in this flowchart ends.

[0042] When the operation conditions are output, the operation center management system 3 manages the operation for the target user in accordance with the operation conditions, and the operation terminal executes the operation in accordance with the instructions output by the operation center management system 3.

[0043] <Effects> According to this embodiment, by setting priorities of operation conditions according to the effectiveness and risk of operations for each user and suppressing operations for users with low effectiveness or low risk, it is possible to suppress operation costs without reducing the debt collection rate. In other words, according to the present disclosure, it is possible to suppress operation costs without reducing the effectiveness of operations that encourage users to take predetermined actions. Furthermore, according to this embodiment, by increasing operations for users with high effectiveness or high risk, it is expected that the debt collection rate will be increased while suppressing costs.

[0044] <Variations of operation condition output processing> In the embodiment described above, the flow of the operation condition output process has been described briefly with reference to FIG. 6, but more specifically, the operation condition output process may be carried out as follows.

[0045] Fig. 7 is a flowchart showing the flow of the operation condition output process when the determination methods of cases 1 to 4 described with reference to Fig. 4 are adopted in this embodiment. According to the example shown in Fig. 7, when the risk index calculated by the risk estimation unit 22 (step S301) for a user having a certain attribute is less than the threshold R3 (third threshold) (NO in step S302), the calculation of the causal score by the effect estimation unit 21 is omitted, and an operation condition with low (or medium) priority is determined and output (step S303).

[0046] If the risk index calculated for the user is equal to or greater than threshold R3 (third threshold) (YES in step S302), a causal score is calculated (step S304). If the causal score is equal to or greater than threshold C2 and the risk index is equal to or greater than threshold R2 (YES in step S305), an operation condition with the highest priority is determined and output (step S306). If the causal score is equal to or greater than threshold C2 or the risk index is equal to or greater than threshold R2 (YES in step S307), an operation condition with a high priority is determined and output (step S308). Note that if the causal score is less than threshold C2 and less than threshold R2, an operation condition with a medium priority is determined and output (step S309).

[0047] Fig. 8 is a flowchart showing the flow of the operation condition output process when the determination methods of cases 5 to 8 described with reference to Fig. 4 are adopted in this embodiment. According to the example shown in Fig. 8, when the risk index calculated by the risk estimation unit 22 (step S401) for a user having a certain attribute is equal to or greater than the threshold value R4 (NO in step S402), the calculation of the causal score by the effect estimation unit 21 is omitted, and an operation condition with a high (or medium) priority is determined and output (step S403).

[0048] If the risk index calculated for the user is less than threshold R4 (YES in step S402), a causal score is calculated (step S404), and if the causal score is less than threshold C1 and the risk index is less than threshold R1 (YES in step S405), an operation condition with the lowest priority is determined and output (step S406), and if the causal score is less than threshold C1 or the risk index is less than threshold R1 (YES in step S407), an operation condition with a low priority is determined and output (step S408).Note that if the causal score is equal to or greater than threshold C1 and threshold R1, an operation condition with a medium priority is determined and output (step S409).

[0049] <Other variations> In the above-described embodiment, an example was described in which the operation to the user was a call, but the type of operation to the user is not limited to a call. For example, sending a message may be adopted as the type of operation to the user. Note that the means for sending the message is not limited here, and an email system, a short message service (SMS), a message sending and receiving service of a social networking service (SNS), or the like may be used.

[0050] Furthermore, in the above-described embodiment, an example has been described in which an operation condition is determined based on an effect estimated for one type of operation (a call), but the operation condition may be determined based on an effect estimated for each of multiple types of operations (e.g., a call and sending a message). In this case, the effect estimation unit 21 estimates a first effect that a first operation (e.g., a call) to a user to prompt the user to perform a predetermined action has on whether the user will perform the action, and a second effect that a second operation (e.g., sending a message) to the user to prompt the user to perform the predetermined action has on whether the user will perform the action, and the condition output unit 24 outputs an operation condition for the user based on the estimated first effect and second effect.

[0051] In this case, a machine learning model for estimating the effect of an operation is also generated and updated for each type of operation. For example, if the first operation is making a call and the second operation is sending a message, a machine learning model for estimating the effect of making a call and a machine learning model for estimating the effect of sending a message may be generated and updated.

[0052] Furthermore, when operation conditions are determined based on the estimated effects of each of multiple types of operations, an operation with a high effect on the user may be selected from the multiple types of operations. In this case, the condition output unit 24 outputs operation conditions including whether to perform the first operation or the second operation on the user based on the estimated first and second effects. More specifically, the first effect (causal score related to the first operation) and the second effect (causal score related to the second operation) obtained for the target user may be compared, and the type of operation with the higher causal score may be selected as the type of operation with a high effect on the user.

[0053] Furthermore, in the above-described embodiment, an example was described in which two axes, a causal score indicating the effectiveness of the operation and a risk index indicating the risk, were used as evaluation axes for determining operation conditions, but in the technology disclosed herein, the evaluation axes for determining operation conditions need only include at least the effectiveness of the operation, and other evaluation axes may be adopted, or three or more evaluation axes may be adopted. For example, (1) a third index other than the risk index may be adopted as an index to be combined with the causal score, (2) a third index may be adopted in addition to the causal score and risk index, or (3) three axes, a causal score for calling, a causal score for sending a message, and a risk index, may be adopted.

[0054] Furthermore, in the above-described embodiment, an example was described in which the difference between the action execution rate of a sub-user group that received an operation and the action execution rate of a sub-user group that did not receive an operation was used as the causal score. However, the causal score may be calculated using other methods. For example, when generating and / or updating a machine learning model for effect estimation, the machine learning unit 23 may create a machine learning model based on training data in which, for each user attribute, a score based on statistics related to the action execution rate of users who performed a predetermined reaction to an operation among multiple users having the predetermined attribute and statistics related to the action execution rate of users who did not perform the predetermined reaction is defined as a causal score related to a user having the attribute. For example, in this variation, the causal score is calculated using the formula "(the debt collection rate when the user performed the predetermined reaction) - (the debt collection rate when the user did not perform the predetermined reaction)." In this case, the condition output unit 24 may output a condition related to the operation based on the presence or absence of a reaction by the user, the content of the reaction, etc., and the causal score corresponding to the reaction. At this time, the adjustment of the priority of the operation condition output by the condition output unit 24 may be performed using the relationship between the causal score and the priority described with reference to FIG.

[0055] Here, the predetermined reaction may be, for example, a user's response to a call by dialing, a conversation with an operator when the user calls back, a reply to a message, or marking a message as read. Furthermore, the content of the reaction may also be considered to be a positive response to payment, or whether or not a response was given regarding the due date of payment. If the user's reaction is a voice reaction, it is also possible to determine the user's emotions, etc., based on the user's voice and determine whether the reaction was positive. Furthermore, the priority of the next operation condition may be adjusted based on the user's emotions, etc., determined based on the voice.

[0056] The priority of the operation conditions may also be adjusted based on factors other than those described above. For example, the priority of the operation conditions may be higher for a user whose credit card payment settings are revolving payments or installment payments than for a user who pays in full, and the priority of the operation conditions may be higher for a user whose credit card usage includes cash advances than for a user whose credit card usage does not include cash advances. The priority of the operation conditions may also be adjusted based on the target user's transaction data other than credit card data (e.g., balance data of the credit card usage account from which the amount is debited, transaction history data at affiliated banks, etc.). Here, the condition output unit 24 may adjust the various thresholds corresponding to the various scores shown in FIG. 4 based on, for example, the credit card usage conditions. [Explanation of symbols]

[0057] 1. Information processing equipment

Claims

1. an effect estimation unit that estimates an effect that a predetermined operation for a user to prompt the user to perform a predetermined action has on whether or not the user will perform the action; a condition output unit that outputs a condition regarding the operation to the user based on the estimated effect; An information processing device comprising:

2. the condition output unit outputs a condition under which a higher priority is given to the operation for a user whose estimated effect is higher. The information processing device according to claim 1 .

3. the effect estimation unit estimates the effect of the operation using a machine learning model that outputs a score indicating the effect of the operation on the user in response to input of one or more attributes related to the user; 3. The information processing device according to claim 1 or 2.

4. the effect estimation unit estimates the effect of the operation using a machine learning model generated using a machine learning framework based on ensemble learning; The information processing device according to claim 3 .

5. the effect estimation unit estimates the effect of the operation using a machine learning model generated using a machine learning framework based on gradient boosting decision trees; The information processing device according to claim 4 .

6. The machine learning model is created based on training data in which a score based on a statistic relating to the rate of execution of the action by a user who has received the operation among a plurality of users having a predetermined attribute and a statistic relating to the rate of execution of the action by a user who has not received the operation among the plurality of users is defined as a score indicating the effect of the operation on the user who has the attribute.

6. The information processing device according to claim 4 or 5.

7. a risk estimation unit that estimates a risk based on the probability that the user will not perform the action; the condition output unit outputs a condition regarding the operation based on the estimated effect and the estimated risk. The information processing device according to claim 1 .

8. the condition output unit outputs a condition under which a higher priority is given to at least a part of the operations for users with a higher estimated effect and at least a part of the operations for users with a higher estimated risk. The information processing device according to claim 7 .

9. the condition output unit outputs a condition under which a lower priority is given to at least some of the operations for users whose estimated effect is lower and to users whose estimated risk is lower.

9. The information processing device according to claim 7 or 8.

10. the condition output unit does not output a condition for giving a higher priority to the operation for a user whose estimated risk is lower than a first threshold. The information processing device according to claim 7 .

11. the condition output unit does not output a condition that a lower priority is given to the operation for a user whose estimated risk is higher than a second threshold. The information processing device according to claim 7 .

12. the effect estimation unit estimates the effect of the operation for a user whose risk is estimated to be equal to or greater than a third threshold, and does not estimate the effect of the operation for a user whose risk is estimated to be less than the third threshold; The information processing device according to claim 7 .

13. The conditions related to the operation are at least one of whether the operation needs to be performed, the number of times the operation needs to be performed, the order in which the operations need to be performed, the means of contacting the user in the operation, and the content of contacting the user in the operation. The information processing device according to claim 1 .

14. the effect estimation unit estimates a first effect that a first operation on a user to prompt the user to perform a predetermined action has on whether or not the user will perform the action, and a second effect that a second operation on a user to prompt the user to perform the predetermined action has on whether or not the user will perform the action; the condition output unit outputs a condition regarding the operation to the user based on the estimated first effect and the estimated second effect. The information processing device according to claim 1 .

15. the condition output unit outputs the condition including whether to perform the first operation or the second operation to the user based on the estimated first effect and the estimated second effect. The information processing device according to claim 14.

16. The computer an effect estimation step of estimating an effect that a predetermined operation for a user to prompt the user to perform a predetermined action has on whether or not the user will perform the action; a condition output step of outputting a condition regarding the operation to the user based on the estimated effect; How to do it.

17. Computer, an effect estimation unit that estimates an effect that a predetermined operation for a user to prompt the user to perform a predetermined action has on whether or not the user will perform the action; a condition output unit that outputs a condition regarding the operation to the user based on the estimated effect; A program to function as a

18. The computer a training data acquisition step for acquiring training data in which a score based on a statistic relating to the rate of execution of a predetermined action by a user who has received a predetermined operation among a plurality of users having a predetermined attribute and a statistic relating to the rate of execution of the action by a user who has not received the operation among the plurality of users is defined as a score indicating the effect of the operation on a user having the attribute; a machine learning step of creating a machine learning model based on the training data; How to do it.

19. An information processing device comprising an effect estimation unit that uses the machine learning model created by the method described in claim 18 to estimate the effect that the operation on the user to encourage the user to perform the action will have on whether the user will perform the action.

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