Message management device and message management method

Abstract

To provide a message management device which can notify a user of a message again in consideration of a schedule of the user side also.SOLUTION: The message management device includes: a first message control unit which transmits a first message about a question from a company to a user and a date designation request message for designating the date at which the user will be notified of the question again, to a communication terminal of the user; a re-notification accepting unit which accepts date designation inputted as a response to the date designation request message; and a second message control unit which transmits a second message including contents notifying the user of the first message again, to the communication terminal on the basis of the designated date.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a message management device and a message management method. [Background technology]

[0002] An electronic notification service is provided to provide information online. Among electronic notification services, messaging services addressed to mobile phone numbers are widespread. Examples of messaging services addressed to mobile phone numbers include RCS (Rich Communication Services). By addressing a mobile phone number, it is possible to send a message even if the recipient's email address is unknown. Such electronic notification services allow messages to be exchanged interactively between senders and recipients. For example, companies use electronic notification services to send messages to users containing questions about reservations and various inquiries, and then ask users to enter their answers, thereby providing various services to users. Patent Document 1 discloses a system that allows a sender to specify a sending date and time when sending an e-mail. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2003-141039 Summary of the Invention [Problem to be solved by the invention]

[0004] However, even if a user receives a question message from a company, checks the content, and has some intention to answer, there are cases where the user is unable to answer immediately at that time. For example, if there are a certain number of items to answer, the user may not have time to enter each answer. Also, if the user is required to confirm several items before answering, the user may not be able to answer immediately. If the user decides to enter an answer later and does not enter an answer at that time, the user may forget to enter the answer as time passes, or if the user receives another message, the answer input field may be outside the display area of ​​the screen as the timeline passes, resulting in the user having to go through the trouble of searching for the answer input field. In addition, in Patent Document 1, the sender can specify the date and time to send an e-mail to the recipient, but since the e-mail is sent at the time specified by the sender, the convenience of the recipient is not taken into consideration.

[0005] The present invention has been made in consideration of the above circumstances, and its purpose is to provide a message management device and a message management method that can re-notify a message while taking into consideration the user's convenience. [Means for solving the problem]

[0006] In order to solve the above-mentioned problems, one aspect of the present invention is a message management device having a first message control unit that sends a first message regarding a question from a company to a user and a date and time specification request message that asks the user to specify a date and time for re-notifying the question to the user's communication terminal, a re-notification receiving unit that accepts a date and time specification input as a response to the date and time specification request message, and a second message control unit that sends a second message to the communication terminal that includes content for re-notifying the first message based on the specified date and time.

[0007] Another aspect of the present invention is a message management method executed by a computer, which includes sending a first message regarding a question from a company to a user's communication terminal and a date and time request message requesting the user to specify a date and time for re-notifying the question, accepting a date and time specification input as a response to the date and time request message, and sending a second message to the communication terminal containing content for re-notifying the first message based on the specified date and time. [Effects of the Invention]

[0008] As described above, according to the present invention, it is possible to resend a message taking into consideration the convenience of the user. [Brief explanation of the drawings]

[0009] [Figure 1] 1 is a schematic diagram showing the configuration of a message transmission system S according to an embodiment of the present invention. [Figure 2] 1 is a schematic block diagram illustrating the function of a message management device 1. FIG. [Figure 3] FIG. 2 is a diagram showing an example of a display screen of the communication terminal 3. [Figure 4A] 10 is a diagram showing an example of a display screen of the communication terminal 3 when a second message is transmitted containing content according to the attributes of the user. FIG. [Figure 4B] 10 is a diagram showing an example of a display screen of the communication terminal 3 when a second message is transmitted containing content according to the attributes of the user. FIG. [Figure 4C] 10 is a diagram showing an example of a display screen of the communication terminal 3 when a second message is transmitted containing content according to the attributes of the user. FIG. [Figure 5] 10 is a flowchart illustrating the operation of the message management device 1. [Figure 6] 10A and 10B are diagrams illustrating a case where an additional message is generated using nudge information. DETAILED DESCRIPTION OF THE INVENTION

[0010] A message transmission system using a message management device according to an embodiment of the present invention will be described below with reference to the drawings. FIG. 1 is a schematic diagram showing the configuration of a message transmission system S according to an embodiment of the present invention. The message transmission system S includes a message manager 1, a company server 2, a plurality of communication terminals 3 (communication terminal 3A, communication terminal 3B, communication terminal 3C), and a network N.

[0011] The message management device 1 transmits a message to the communication terminal 3. When transmitting a message to the communication terminal 3, the message management device 1 may transmit the message via a server of a telecommunications carrier. The server of the telecommunications carrier is a server device managed by the telecommunications carrier. The telecommunications carrier is, for example, an MNO (Mobile Network Operator) that provides communication terminals 3 with communication services using telephone numbers and communication lines that the carrier owns or operates.

[0012] The message management device 1 accepts a request to send a message from a company in the company server 2 and transmits the message to the communication terminal 3. The message management device 1 is an information processing device managed by a business providing a service. The business managing the message management device 1 may be the same as the company in the company server 2, or a different company. The message management device 1 controls the transmission of a message requested for delivery by the company server 2. Alternatively, the business operating the message management device 1 may provide the company with a delivery reception system (e.g., a GUI (Graphical User Interface) portion for inputting reception) for receiving messages from the message management device 1, and the company may register the message transmission in the delivery reception system, thereby transmitting the message from the message management device 1. The message management device 1 communicates wirelessly or via wire with the company server 2 and the communication terminal 3.

[0013] In this embodiment, notification is performed using a messaging service. Messaging services are mechanisms for sending and receiving messages using functions such as RCS (Rich Communication Services), SMS (Short Message Service), and MMS (Multimedia Messaging Service). RCS is a standard for implementing instant messengers for mobile phones at the terminal level, and uses a phone number as the user account used for communication. SMS, like RCS, uses a phone number as the user account used for communication. MMS uses an email address as the user account used for communication. Furthermore, the message service is a two-way communication. Notification is made, for example, by using the chat function of the messaging service. In this case, when a question such as a questionnaire is notified to the communication terminal 3, a message corresponding to the question is displayed in the company's chat room, and buttons that can be selected as answers to the question can also be displayed. By displaying a message and options corresponding to the content of the question indicated in the message, the user can easily answer the question by simply touching the option button. In messaging services, messages are exchanged in a chat format (interactive format), and messages sent from both directions are displayed in a predetermined chronological order (timeline direction). The timeline may be arranged so that the most recent messages are displayed at the top of the display screen and the older messages are displayed at the bottom, or the most recent messages are displayed at the bottom of the display screen and the older messages are displayed at the top. For example, when a survey is conducted using a messaging service, question messages and messages related to their responses are displayed one after another along the timeline.

[0014] The corporate server 2 is a server device managed by a requester who requests the message management device 1 to deliver a message to a destination user. The requester is, for example, a company or organization (e.g., a bank, insurance company, local government, etc.) that provides information to the destination user. The corporate server 2 communicates with the message management device 1 via wireless or wired communication. In this embodiment, a case will be described in which the sender of the message is a company, but it may also be a public organization such as a local government. In this case, instead of a corporate server, it may be a transmission request server that requests the transmission of the message.

[0015] The communication terminals 3 (communication terminal 3A, communication terminal 3B, communication terminal 3C) are, for example, any one of terminal devices such as a smartphone, a tablet terminal, or a personal computer. The communication terminal 3 is assigned a telephone number and has the function of communicating with this telephone number as the destination. The communication terminal 3 has a display unit such as a liquid crystal display for displaying information, and an operation unit such as a touch panel for accepting user operations. For example, the user can receive a message sent from the company server 2 using the communication terminal 3, and send a reply to the received message to the company server 2 by inputting it into the communication terminal 3.

[0016] The network N is a communication network that includes, for example, some or all of the Internet, a wide area network (WAN), a local area network (LAN), a provider device, a wireless base station, a dedicated line, and the like.

[0017] FIG. 2 is a schematic block diagram illustrating the function of the message management device 1. As shown in FIG. The message management device 1 includes a communication unit 11, a storage unit 12, a first message control unit 13, a re-notification receiving unit 14, a second message control unit 15, a message generation unit 16, and a control unit 17. The message management device 1 may be a computer. The communication unit 11, the first message control unit 13, the re-notification receiving unit 14, the second message control unit 15, the message generation unit 16, and the control unit 17 may be configured, for example, by a processing unit such as a CPU (central processing unit) or a dedicated electronic circuit.

[0018] The communication unit 11 communicates with the company server 2 and the communication terminal 3 via the network.

[0019] The storage unit 12 stores various types of data. The storage unit 12 is configured by a storage medium, such as a hard disk drive (HDD), flash memory, electrically erasable programmable read-only memory (EEPROM), random access read / write memory (RAM), read-only memory (ROM), or any combination of these storage media. For example, a nonvolatile memory can be used for the storage unit 12. Furthermore, the storage unit 12 may be realized by a single storage device or by the cloud (cloud computing).

[0020] The first message control unit 13 transmits to the user's communication terminal 3 a first message from the company to the user regarding the question and a date and time designation request message for requesting the user to designate a date and time for notifying the question again. Here, after the first message is sent as the first report, a date and time specification for re-notifying a message regarding the first message is accepted from the user's communication terminal 3, and the re-notification is made at a timing according to the date and time specified by the communication terminal 3. The content of the re-notification message may be any content related to the first message, for example, it may be any content that has the same purpose for the user as the first message. More specifically, it may be the same sentence as the first message, or it may be a message that has the same purpose as the first message but is expressed in a different sentence. Here, the matter is a request from the company of company server 2 to the user for an action to be taken, and may be, for example, a reservation procedure, a procedure to update user information to the latest information, etc. A reservation procedure is a procedure to make a reservation to purchase a product or receive a service, such as a reservation procedure for a vehicle inspection procedure or a procedure to reserve the date and time for a specific health checkup conducted by a local government. A procedure to update user information to the latest information is a change procedure to have the new address registered in company server 2 when the user moves.

[0021] In addition, the first message control unit 13 transmits the first message, an option indicating that the user will reply to the first message, and an option indicating that the user will reply later to the communication terminal 3, and when it receives a response indicating that the option indicating that the user will reply later has been selected from these options, it transmits a date and time specification request message. When the user checks the first message, they can decide whether to enter the answer at that time (when they read the question message) or later, and then consider specifying a date and time. This allows them to decide how to respond to the first message step by step, even if they receive a question from the company at an unexpected time. Furthermore, first message control unit 13 performs various processes based on the first message.

[0022] The re-notification receiving unit 14 receives the date and time specification input from the communication terminal 3 as a response to the date and time specification request message.

[0023] Based on the specified date and time, second message control unit 15 transmits a second message to communication terminal 3, the second message including content for re-notifying the first message. When re-notifying the first message, second message control unit 15 determines that the first message and the second message only need to include common content in terms of subject matter; for example, the sentences representing the messages may be the same, or the second message may be generated by processing the sentences representing the first message. For example, second message control unit 15 transmits a second message including a message generated by message generation unit 16.

[0024] Second message control unit 15 transmits the second message chronologically after the date and time specification request message, and causes the communication terminal to display the second message. In addition, second message control unit 15 performs various processes based on the second message.

[0025] The message generator 16 generates various messages such as a first message and a second message. The message generation unit 16 can generate various messages, and can also generate a message whose content corresponds to the user's attributes and that encourages the user to take action in response to the matter contained in the first message. The user's attributes, for example, represent the type of user who is likely to take action. The action referred to here means taking action in response to the matter expressed by the first message from the company. There are various types of users who are likely to take action, such as a type who is likely to take action when given an incentive, a type who is likely to take action after understanding the risks of not taking action, and a type who is likely to take action when a response deadline is approaching. By sending a message that takes such user attributes into consideration, it is possible to appeal to the user to take action in response to the notification content (matters), and the user can be encouraged to take action in response to the notification content.

[0026] For those types who are more likely to take action once they understand the risks, it is thought that the points at which people perceive risks differ, so the message to be added may be changed to match those points. Here, the user attributes based on the user's behavior history (history of receiving services, history of purchasing products, history of visiting stores, etc.) stored in a database by the company that sent the message as information about the user, third-party user attribute information data, the results of a questionnaire given to the user in advance, the history of actions taken in response to the sent message (behavioral history), etc. are stored for each user in storage unit 12 (or customer database), and attributes are assigned to the user based on this stored data and stored for each user in storage unit 12. Message generation unit 16 refers to the attributes for each user stored in storage unit 12, and generates a second message based on the attributes so that the second message contains content corresponding to the user's attributes.

[0027] The control unit 17 controls each unit of the message management device 1.

[0028] Next, a display screen on which messages are displayed on the communication terminal 3 will be described. FIG. 3 is a diagram showing an example of a display screen of the communication terminal 3. As shown in FIG. Here, a message group 31 relating to the first report and a message group 32 relating to the second report (re-notified messages) are displayed along a timeline. In message group 31, the message "Dear Mr. / Ms. XX, your vehicle inspection is approaching. We recommend that you bring it in early," which is the content of the question requested to be sent by company server 2, is displayed, along with two options that answer the question. Here, the options are "Make a reservation now," which allows you to take action according to the content of the question, and "I'm busy right now, so please notify me again," which allows you to take action later because you cannot take action according to the content of the question (the matter) right away. These two options are displayed as buttons that can be operated by touch input.

[0029] Here, when the user touches the button (reference numeral 35) for responding later, the message management device 1 sends a message prompting the user to specify the date and time for re-notification, saying, "I understand. Please specify the time for us to notify you again.", along with a date and time specification request message (here, buttons as options) for specifying the date and time, to the communication terminal 3, and the message is displayed on the display screen of the communication terminal 3. Here, four options for specifying the date and time are displayed: "tomorrow," "the day after tomorrow," "five days later," and "ten days later." These options are options for specifying the date and time for re-notification, but it is also possible to specify not only the date but also the date and time zone, or the date and time. If the option specifies only the date, the time at which the message is sent may be a predetermined time.

[0030] Then, when the user touches the "10 days later" button (reference numeral 36), the message management device 1 stores in the storage unit 12 the due date corresponding to the date selected from the options, based on the date on which the questions in the first message were sent, as the date on which to send the message again. When the stored due date arrives, the message management device 1 transmits a message corresponding to the second notification to the communication terminal 3. For example, if the date on which the first message was sent is September 1, 2021, and "10 days later" is specified as the date on which to send the second message again, the second message will be transmitted on September 11, 2021.

[0031] The second message will be related to the content of the first message, such as "Dear Mr. / Ms. XX, how is the inventory reservation that I contacted you about the other day going?". The second message will also display two options for responding to the second message: "Reserve now" or "I'm busy right now, please notify me again."

[0032] Even if the user is not ready to respond to the first message or is in a situation where it is difficult to decide on a specific plan of action when the user receives and reads the first message, the user can confirm the purpose of the first message, consider their own convenience, and then decide and specify a date and time for the user to receive the message again. Therefore, the user can receive a new message at a date and time that is convenient for them and enter a reply at that time. Furthermore, if it takes time to consider answering the question in the first message or if there are certain things you want to confirm, even if you are unable to answer at the time you receive the first message, you will have time to prepare your answer, and you can have the message sent again, which will prevent you from forgetting to answer.

[0033] When the user takes action in response to the question, the user performs a touch input on the "Book Now" button (reference numeral 37). As a result, the message management device 1 can send a message for inputting the reservation details to the user, thereby allowing the user to input an answer to the question. Alternatively, when a touch input is performed on the "Book Now" button (reference numeral 37), the message management device 1 can transition the user to a website for inputting the reservation details, allowing the user to input an answer to the question from the website. Furthermore, if the user is unable to respond at the time of this re-notification, the user presses a button that says "I'm busy right now, please notify me again." In this case, the message management device 1 transmits to the communication terminal 3 an option for specifying the date and time at which the message should be re-notified. In this case, even if the user has set a date and time for the re-notification but is now unable to make that date and time, the user can specify a date and time to be re-notified.

[0034] Here, the second message may not only be sent according to the date and time specified by the user, but may also be re-notified by including content in the second message according to the attributes of the user to whom it is to be sent. FIG. 4 is a diagram showing an example of the display screen of the communication terminal 3 when the second message is transmitted with content according to the user's attributes included therein. Here, message group 41 is the same as message group 31 in FIG. When the button (reference numeral 46A) indicating "the day after tomorrow" is touched as the date and time for the re-notification, the message management device 1 transmits the second message when the deadline corresponding to the specified date and time arrives. Here, if the user's attributes indicate that they are likely to take action when an incentive is offered, the message generation unit 16 adds a message (reference numeral 47A) indicating that an incentive will be offered if the user takes action on the matter (here, a reservation), such as "If you make a reservation now, we will give you XX as a gift," following the message "Dear XX, how do you feel about the reservation we contacted you about the other day?" These two sentences may be transmitted as two separate messages, or may be transmitted as a single message containing the two sentences. By referring to this message, it is possible to encourage the user to respond at the timing of the re-notification without postponing their response. This makes it possible to prompt the user to press the "Book Now" button (reference numeral 48A) sent after the second message of the message group 42A and to carry out the reservation procedure.

[0035] FIG. 4B is a diagram showing an example of a display screen of the communication terminal 3 when the second message is transmitted with content according to the user's attributes included therein. Here, message group 41 is the same as message group 31 in FIG. When the button (reference numeral 46B) indicating "10 days later" as the date and time for re-notification is touched, the message management device 1 transmits the second message when the deadline corresponding to the specified date and time arrives. Here, if the user's attributes indicate that they are likely to take action by understanding the risks of not taking action, the message generation unit 16 adds a message (reference numeral 47B) explaining the risks that may occur if the user does not take action in response to the question (here, making a reservation), such as "If you drive with an expired vehicle inspection, you will be subject to punishment," following the message "Dear Mr. / Ms. XX, how do you feel about the parking reservation we contacted you about the other day?" By referring to this message, the user can understand the risks of postponing action in accordance with the user's attributes, making it easier for the user to take action (make a reservation). This makes it possible to prompt the user to press the "Book Now" button (reference numeral 48B) sent after the second message of the message group 42B and to carry out the reservation procedure.

[0036] In FIG. 4B, the case where the matter is to undergo a vehicle inspection (automobile inspection and registration system) and an additional message about the risks of not undergoing the inspection is described, but for example, an additional message about the risks may also be included in a specific health checkup conducted by a local government. In this case, following the message "How do you feel about the specific health checkup we contacted you about the other day?", an additional message such as "If you do not undergo the specific health checkup, and if you happen to have a lifestyle-related disease, your disease may progress" may be included. This allows the user to understand the possibility of disease progression as a risk, and can encourage users who are highly aware of risk to take action regarding the matter of undergoing the specific health checkup.

[0037] 4A and 4B, the case where content according to the user's attributes is added to the second message has been described, but the content to be added may be changed depending on the length of the re-notification period. For example, if the re-notification period is within three days, content that provides an incentive may be added as shown in FIG. 4A, in order to encourage the user to take action sooner. Furthermore, if the re-notification period is four days or more, it is likely that the user will not take action, so content explaining the risks of not taking action may be added as shown in FIG. 4B.

[0038] 3, 4A, and 4B, options for responding to the first message, such as "Make a reservation now" or "I'm busy now, please notify me again," are transmitted to the communication terminal 3. After the user selects whether to act on the first message now or later, a date and time specification request message is transmitted in the second message. Therefore, even if the user receives a question from the company at an unintended timing, the user can determine whether or not they can respond at the time of receiving the question, and then specify a date and time for responding later, allowing the user to decide how to respond to the first message step by step.

[0039] FIG. 4C is a diagram showing an example of the display screen of the communication terminal 3 when the date and time of re-notification is included in the answer options for the first message and transmitted. Here, the illustration shows a case in which a first message regarding a question from a company to a user, together with an option of "Book now" as an answer to the first message, and options (reference numeral 45C) for specifying the date and time of re-notification, such as "Notify again tomorrow" or "Notify again the day after tomorrow," are transmitted to and displayed on the communication terminal 3. In this case, the user can select from options that parallel the actions requested in the first message to take immediately and the date and time of re-notification, and therefore there is no need to send a question such as "Please specify the date and time of re-notification," and this prevents the number of messages that the user must confirm from increasing. Here, the option for specifying a date and time is exemplified as specifying a date within a few days to a few weeks from the date the message was sent, but an option for specifying a date after a long period of time, such as one year from now, may also be used. If the option is one year from now, for example, when the user receives the first message, the user is already in the process of receiving a service from another company (such as an insurance contract) and is therefore unable to sign a contract with the company that sent the message, but the user can be notified of advantageous information and the like at the next renewal time (for example, one year from now). On the other hand, for the company, even if the user is unable to sign a contract or the like immediately and is unable to determine the time when the user might sign a contract (contract renewal time), the company can have the user set the date and time for re-notification based on the date corresponding to the renewal time, and can therefore send a message in time for the next renewal time.

[0040] Next, FIG. 5 is a flowchart illustrating the operation of the message manager 1. The first message control unit 13 of the message management device 1 transmits the first message and answer options in response to the message transmission request from the company server 2 (step S101). As a result, the display screen of the communication terminal 3 displays, for example, the first message (reference numeral 43A) and its answer options (reference numeral 44A) as shown in FIG. 4A. Then, when a user of the communication terminal 3 touches any one of the multiple options, the communication terminal 3 transmits the touch-input option as an answer to the message management device 1. The message management device 1 accepts the option transmitted from the communication terminal 3 as an answer (step S102).

[0041] The first message control unit 13 of the message management device 1 determines whether the response received from the communication terminal 3 specifies the date and time for re-notification (step S103). If the date and time for re-notification is not the date and time for re-notification, that is, if the option "Reserve now" is selected (step S103-NO), the control unit 17 executes reservation processing (step S108). This allows the user to complete the reservation procedure and take action regarding the matter in the first message.

[0042] On the other hand, if the answer specifies the date and time to send the notification again (step S103-NO), when the re-notification receiving unit 14 acquires an option indicating the specified date and time as the answer, it accepts the date and time based on the option as the retransmission date and time and stores it in the storage unit 12 (step S104). When the retransmission date and time is written, the second message control unit 15 determines whether the retransmission date and time has been reached (step S105), and if the retransmission date and time has not been reached (step S105-NO), it performs the determination process of step S105 again after a certain waiting time. On the other hand, if the retransmission date and time has arrived (step S105-YES), second message control unit 15 outputs an instruction to message generation unit 16 to generate a message. Message generation unit 16 generates a second message based on this generation instruction (step S106). Here, message generation unit 16 generates a message for the first message that includes content according to the attributes of the destination user. For example, as shown in FIG. 4A (reference numeral 47A), the second message is generated by adding to the first message content indicating that an incentive will be granted if the user takes action regarding the matter requested by the company. When the second message is generated, second message control unit 15 transmits the second message and the answer options to communication terminal 3 (step S107). The above-mentioned series of steps from step S101 to step S107 may be automated and executed as a scenario, like a chatbot, or the specified date and time data may be batch processed and manually re-distributed.

[0043] Furthermore, in the above-described embodiment, the case where content according to the attributes of the user is included as an additional message in the second message has been described, but nudge information may also be used. FIG. 6 is a diagram illustrating a case where an additional message is generated using nudge information. The message management device 1 is connected to a customer database related to users to whom messages are sent, and refers to this customer database (reference numeral 60). The customer database stores the user's behavior history and customer attributes in response to the sending of a message. The user's behavior history is the user's behavior in response to the matter indicated by the message. For example, if the matter is a specific health checkup, the history is the user's history of having undergone the specific health checkup in the past. The customer attributes are the customer's address, occupation, age, family composition, etc.

[0044] The message management device 1 is also connected to a risk sensitivity DB (reference numeral 61) and also refers to this risk sensitivity DB. The risk sensitivity DB is the attributes of the user described above. Here, the degree of sense of danger regarding risk differs depending on the type of user. In other words, the way of feeling differs depending on the degree of risk. Therefore, the points at which users feel a sense of danger based on the attributes and characteristics of the user are investigated by a questionnaire or the like, and the results are stored in the risk sensitivity DB for each user. The message management device 1 classifies the types of people who feel a sense of crisis according to the risks into clusters based on the data stored in the customer DB and the data stored in the risk sensitivity DB, and generates risk sensitivity clusters (reference numeral 62). Here, the clusters are divided into four clusters, for example, cluster A, cluster B, cluster C, and cluster D.

[0045] The message manager 1 assigns a scenario for transmitting a message based on the generated risk sensitivity cluster (reference numeral 63) and the nudge DB (reference numeral 64). The Nudge DB stores nudge information on points that are likely to encourage people to take action depending on their sense of crisis. Nudges are gaining attention in fields such as behavioral economics, and are a way to encourage people to change their behavior. The points that trigger behavioral change vary from user to user.

[0046] The message management device 1 assigns a scenario based on the risk sensitivity cluster and the nudge DB. This makes it possible to derive a message with notification content appropriate to the combination of the type of sense of crisis in the cluster classified in the risk sensitivity cluster and the point at which behavioral change occurs, and to change the content of the notification again depending on the attributes of the individual user. This makes it possible to appropriately appeal to the user about risk. For example, it is possible to generate a second message containing content appropriate to the point at which the sense of crisis is felt, or to generate a second message containing content to grant an incentive for a user who perceives the inability to obtain a prepared incentive as a risk, and to output different scenarios.

[0047] According to the embodiment described above, after the first message is sent, the message is sent again after a period of time based on the user's request. This allows the message to be conveyed again at a time when it is convenient for the user to take action, making it easier for the user to take action on the message, and also enabling the company to complete the message by having the user take action.

[0048] Furthermore, according to the above-described embodiment, the time when a message sent from a sender (such as a company or a local government) is to be notified again can be specified according to the convenience of the recipient (user), so even if the recipient receives a message from the sender at a time when it is inconvenient for the recipient, the recipient can be notified of the message again at a time that is convenient for the recipient. As a result, the message is initially delivered from the sender to the recipient, and the recipient can check the contents of the message, but for users who think that they can only take action now (or later) in response to the message, the message can be notified again at a time when it is convenient for them to take action, so that they do not miss an opportunity to take action. For example, if the recipient fails to act on a message, simply notifying the recipient of the message again at a timing determined by the sender may not be enough time for the recipient to check the message, or may check the message but not be ready to take action. In such cases, sending the message again is not very effective. In contrast, in the above-described embodiment, the recipient can specify the timing for re-notification, so the message can be re-notified according to the recipient's convenience, intention, etc.

[0049] Furthermore, when a message is resent, the user can select the date and time for receiving the next message, which gives the user the intention to deal with the matter in the message later, even if they cannot deal with the matter now. This allows the user to recognize that the matter stated in the message is based on a decision made by the user when they receive the resent message, making it easier for them to take action on the matter. It is also possible to prevent the recipient from forgetting to take action on a message that has already been received, even though he or she intends to respond to the message later. Furthermore, even if you receive another message after checking the first message and the first message gets buried under other messages, you can be notified of the message again at the time you specify, and the message will be displayed in the most recent position on the timeline, making it easy to check for messages that require action.

[0050] Furthermore, in the above-described embodiment, the second message is sent to the communication terminal 3, but the method of conveying the second message to the user may be a method other than a messaging service. For example, the second message may be sent to the user by mail, by telephone, or by other method. The method of sending the second message may be designated by the user or by the sender of the message, among various methods such as a messaging service, mail, or telephone. In the case of mailing, a message corresponding to the content of the re-notification may be printed on a print medium and sent to the user, and the user may be asked to enter a response via a messaging service.

[0051] In the case of a telephone call, an operator of the company that sent the message may call the user, or the call may be made using an IVR (Interactive Voice Response). When an IVR is used, a list of telephone numbers of users to whom messages are to be sent is stored in advance in a customer database. When the time to send the second message arrives, the message management device 1 reads this list and causes the IVR to call the telephone number of the user to be notified again. The IVR plays a voice message corresponding to the second message (e.g., "Would you like to make an appointment for a health check from Municipality A? If you make an appointment, press 1. If you would like to be notified again later, press 2") to the specified telephone number. The user may then be asked to operate the dial buttons. If the user fails to answer the phone, the call may be called again after a certain period of time has elapsed, or the second message may be sent using a messaging service.

[0052] Furthermore, in the above-described embodiment, an option for specifying the date and time at which the message is to be re-notified is transmitted to the communication terminal 3. However, a calendar from which the date and time can be selected may be transmitted to the communication terminal 3. This allows the user to specify their own arbitrary date and time from the displayed calendar. Furthermore, the user may be asked to directly input a character string indicating the date and time at which the message is to be re-notified (for example, "20211001AM" to specify the morning of October 1, 2021).

[0053] The message management device 1 in the above-described embodiment may be implemented by a computer. In this case, a program for implementing the functions may be recorded on a computer-readable recording medium, and the program may be loaded into a computer system and executed. The term "computer system" as used herein includes hardware such as an OS and peripheral devices. The term "computer-readable recording medium" refers to portable media such as flexible disks, optical magnetic disks, ROMs, and CD-ROMs, as well as storage devices such as hard disks built into a computer system. The term "computer-readable recording medium" may also include media that dynamically store programs for a short period of time, such as communication lines used when transmitting programs over a network such as the Internet or a telephone line, or media that store programs for a fixed period of time, such as volatile memory within a computer system serving as a server or client. The program may be a program that implements only a portion of the functions described above, or may be a program that can implement the functions in combination with a program already stored in the computer system, or may be implemented using a programmable logic device such as an FPGA (Field Programmable Gate Array).

[0054] Although an embodiment of the present invention has been described above in detail with reference to the drawings, the specific configuration is not limited to this embodiment, and includes designs within the scope of the gist of the present invention. [Explanation of symbols]

[0055] 1... message management device, 2... enterprise server, 3, 3A, 3B, 3C... communication terminal, 11... communication unit, 12... storage unit, 13... first message control unit, 14... re-notification receiving unit, 15... second message control unit, 16... message generation unit, 17... control unit

Claims

1. a first message control unit that transmits a first message regarding the question from the company to the user and a date and time designation request message that requests the user to designate a date and time for notifying the user of the question again to the user's communication terminal; a re-notification receiving unit that receives a date and time specification input as a response to the date and time specification request message; a second message control unit that transmits a second message including content that notifies the communication terminal of the first message again based on the specified date and time, the first message, the date and time specification request message, and the second message are displayed in an interactive format in chronological order; The second message control unit transmits the second message chronologically after the date and time specification request message and causes the second message to be displayed on the communication terminal. Message management device.

2. a first message control unit that transmits a first message regarding the question from the company to the user and a date and time designation request message that requests the user to designate a date and time for notifying the user of the question again to the user's communication terminal; a re-notification receiving unit that receives a date and time specification input as a response to the date and time specification request message; a second message control unit that transmits a second message including content that notifies the communication terminal of the first message again based on the specified date and time, The first message control unit transmits the first message, an option indicating that a reply will be made to the first message, and an option indicating that a reply will be made later to the communication terminal, and transmits the date and time specification request message when a response indicating that the option indicating that a reply will be made later has been selected by the user is received. Message management device.

3. a first message control unit that transmits a first message regarding the question from the company to the user and a date and time designation request message that requests the user to designate a date and time for notifying the user of the question again to the user's communication terminal; a re-notification receiving unit that receives a date and time specification input as a response to the date and time specification request message; a second message control unit that transmits a second message including content that notifies the communication terminal of the first message again based on the specified date and time; a message generating unit that generates a message having content according to the attributes of the user and prompting the user to input a response to the first message, The second message control unit transmits a second message including the generated message. Message management device.

4. 1. A computer-implemented method for managing messages, comprising: a company transmitting a first message regarding the question and a date and time designation request message to the user's communication terminal, the date and time designation request message being used to request the user to designate a date and time for notifying the user of the question again; Accepting a date and time specification input as a response to the date and time specification request message; transmitting a second message including content notifying the communication terminal of the first message again based on the specified date and time; This includes: the first message, the date and time specification request message, and the second message are displayed in a dialogue format in chronological order; Transmitting the second message to the communication terminal includes transmitting the second message chronologically after the date and time specification request message and displaying the second message on the communication terminal. A message management method comprising:

5. 1. A computer-implemented method for managing messages, comprising: a company transmitting a first message regarding the question and a date and time designation request message to the user's communication terminal, the date and time designation request message being used to request the user to designate a date and time for notifying the user of the question again; Accepting a date and time specification input as a response to the date and time specification request message; transmitting a second message including content notifying the communication terminal of the first message again based on the specified date and time; This includes: Transmitting the first message and the date and time specification request message to the communication terminal of the user includes transmitting the first message, an option indicating that a reply will be made to the first message, and an option indicating that a reply will be made later to the communication terminal, and transmitting the date and time specification request message when a response indicating that the option indicating that a reply will be made later has been selected by the user is received. A message management method comprising:

6. 1. A computer-implemented method for managing messages, comprising: a company transmitting a first message regarding the question and a date and time designation request message to the user's communication terminal, the date and time designation request message being used to request the user to designate a date and time for notifying the user of the question again; Accepting a date and time specification input as a response to the date and time specification request message; generating a message whose content corresponds to the attributes of the user and prompts the user to input a response to the first message; transmitting a second message including content notifying the communication terminal of the first message again based on the specified date and time; This includes: Transmitting the second message to the communication terminal includes transmitting a second message including the generated message. A message management method comprising:

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