Information processing device, information processing method, and program

Abstract

To improve convenience for debt collectors. [Solution] An information processing device comprising: an acquisition unit that acquires debtor identification information for identifying a debtor and status information including debtor status, which is the state of the debtor; and a processing unit that, when the debtor status associated with the debtor identification information is changed, refers to subsequent processing information which is a pre-stored association between the debtor status and subsequent processing related to the claim to be executed according to the debtor status, and executes subsequent processing for the debtor according to the debtor status.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing method, and a program.

Background Art

[0002] Conventionally, a reminder management system for managing debt reminders has been disclosed (see, for example, Patent Document 1). The reminder management system executes reminders according to the reminder means and the number of times set for each debtor based on the cost for each reminder means, debtor information regarding the debtor, and the budget available for implementing reminders within a predetermined period.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, the management of debt reminders may not always be highly convenient for the reminder issuer.

[0005] The present invention has been made in consideration of such circumstances, and one of its objectives is to provide an information processing apparatus, an information processing method, and a program that can improve the convenience for the reminder issuer.

Means for Solving the Problems

[0006] One aspect of the present invention is an information processing device comprising: an acquisition unit that acquires status information including debtor identification information for identifying a debtor and debtor status which is the state of the debtor; and a processing unit that, when the state of the debtor status associated with the debtor identification information is changed, refers to subsequent processing information which is a pre-stored association between the debtor status and subsequent processing related to the claim to be executed according to the debtor status, and executes subsequent processing for the debtor according to the debtor status. [Effects of the Invention]

[0007] According to one aspect of the present invention, it is possible to provide an information processing device, an information processing method, and a program that can improve the convenience of debt collectors. [Brief explanation of the drawing]

[0008] [Figure 1] This figure shows an example of the configuration of a support system for debt collection. [Figure 2] This figure shows an example of the functional configuration of the support device 10. [Figure 3] This figure shows an example of the contents of the debt collection management information 52 stored in the memory unit 50. [Figure 4] This figure shows an example of the contents of the notification management information 54 stored in the memory unit 50. [Figure 5] This figure shows an example of the contents of the debt information 56 stored in the memory unit 50. [Figure 6] This figure shows an example of status management information 58 stored in the memory unit 50. [Figure 7] This figure shows an example of a debtor details screen that displays details about the debtor. [Figure 8] This figure shows an example of a debtor status registration screen. [Figure 9] This flowchart shows an example of the processing flow in the support device 10 when the debtor status is manually registered. [Figure 10] This flowchart shows an example of the processing flow in the support device 10 when the debtor status is automatically registered. [Figure 11] This figure shows an example of a follow-up processing settings screen for configuring subsequent processing. [Figure 12] This figure shows another example of the configuration of a support system for debt collection. [Modes for carrying out the invention]

[0009] Hereinafter, embodiments of the information processing apparatus, information processing method, and program of the present invention will be described with reference to the drawings.

[0010] [Support System] Figure 1 shows an example of the configuration of a support system for debt collection. Support system 1 includes, for example, a support device (information processing device) 10, an operator terminal device (debtor's terminal device) 200, and a user terminal device (debtor's terminal device) 300. The support device 10, the operator terminal device 200, and the user terminal device 300 can communicate with each other via a network NW. The network NW includes, for example, the Internet, LAN (Local Area Network), wireless base stations, provider equipment, etc.

[0011] [Operator terminal device] The operator terminal device 200 is a terminal device used by the debt collector. The debt collector uses the operator terminal device 200 to identify the debtors to be pursued and to set up the collection of debtors using a predetermined collection method.

[0012] [User terminal device] The user terminal device 300 is a terminal device used by the debtor. The debtor uses the user terminal device 300 to check information about the debt, set up a repayment plan for the debt, and set up a bank account for repayment.

[0013] [Support device] FIG. 2 is a diagram showing an example of the functional configuration of the support device 10. The support device 10 includes, for example, a communication unit 12, a display control unit 14, an acquisition unit 16, an information management unit 18, an information processing unit 20, and a storage unit 50. Components other than the communication unit 12 and the storage unit 50 are realized, for example, when a hardware processor such as a CPU executes a program (software). Some or all of these components may be realized by hardware (including a circuit unit; circuitry) such as LSI (Large Scale Integration), ASIC (Application Specific Integrated Circuit), FPGA (Field-Programmable Gate Array), GPU (Graphics Processing Unit), or may be realized by cooperation between software and hardware. The program may be stored in advance in a storage device (a storage device having a non-transitory storage medium) such as an HDD (Hard Disk Drive) or a flash memory, or may be stored in a removable storage medium (a non-transitory storage medium) such as a DVD or a CD-ROM, and may be installed in the storage device when the storage medium is mounted on a drive device. The information processing unit 20 is an example of a "processing unit".

[0014] The storage unit 50 is an HDD, a flash memory, a RAM (Random Access Memory), or the like. The storage unit 50 may be a NAS (Network Attached Storage) device accessible by the support device 10 via a network. Information such as reminder management information 52, notification management information 54, creditor information 56, status management information 58, content information 60, etc. is stored in the storage unit 50. The content information 60 is information for causing the operator terminal device 200 and the user terminal device 300 to display various contents. Each piece of information will be described later.

[0015] The communication unit 12 is a communication interface for connecting to the network NW. The communication unit 12 is, for example, a network interface card.

[0016] The display control unit 14 provides various interface screens included in the content information 60 to the operator terminal device 200, the user terminal device 300, etc. The display control unit 14 appropriately reads necessary content from the content information 60 and provides it to the target device or the like.

[0017] The acquisition unit 16 acquires various information from the operator terminal device 200, the user terminal device 300, etc.

[0018] The information management unit 18 manages the information acquired by the acquisition unit 16. The information management unit 18 may update the claim information 56 based on the information stored in the storage unit 50.

[0019] The information processing unit 20 performs various information processes using the information stored in the storage unit 50, the operator terminal device 200, the user terminal device 300, etc. The information processing unit 20 executes, for example, a reminder process (described later) based on the reminder management information 52 and a notification process (described later) based on the notification management information 54. Details of the processes of the acquisition unit 16, the information management unit 18, and the information processing unit 20 will be described later.

[0020] FIG. 3 is a diagram showing an example of the content of the reminder management information 52 stored in the storage unit 50. The reminder management information 52 is information in which a customer number, a scheduled reminder date and time, a person in charge (operator), a reminder flow, a reminder flag, etc. are associated. The reminder flow is a scenario in which a reminder is performed according to the reminder means (for example, email, SMS, mail, etc.) and the reminder timing set by the reminder person. The reminder flag is information indicating whether or not to perform a reminder to the debtor. When the reminder flag is "Execute", the support device 10 executes a reminder process according to the reminder flow. The reminder process is to perform a reminder to the debtor at the reminder means and the reminder timing defined in the reminder flow. When the reminder flag is "Stop", the support device 10 does not execute a reminder process to the debtor. Different information from the above information may be associated with the reminder management information 52.

[0021] Figure 4 shows an example of the contents of the notification management information 54 stored in the memory unit 50. The notification management information 54 is information associated with the customer number and a notification flag. The notification flag indicates whether or not to send various notifications to the debtor. If the notification flag is "execute", the support device 10 sends various notifications to the debtor. If the notification flag is "stopped", the support device 10 does not send various notifications to the debtor. Examples of various notifications include notifications indicating that a repayment plan has not been set, notifications informing the debtor that there is a delay in repayment, and notifications informing the debtor of the repayment date. Various notifications are notified to the debtor by being displayed on the user terminal device 300 when the conditions are met. Information other than the above information may be associated with the notification management information 54.

[0022] [overview] The support device 10 performs debt collection and notification processing for debtors in accordance with debt collection management information 52 and notification management information 54, etc. However, if the status of the debtor's claim changes, it is necessary to perform processing different from the debt collection processing according to the associated debt collection flow, or processing to stop debt collection and notifications, etc., depending on the changed status.

[0023] The acquisition unit 16 acquires debtor identification information for identifying the debtor and status information including the debtor's status. The acquisition unit 16 acquires status information from, for example, the operator terminal device 200. When the debtor's status (debtor status) associated with the debtor identification information changes, the information processing unit 20 refers to the status management information 58 stored in the storage unit 50 in advance and performs subsequent processing for the debtor according to the debtor's status (debtor status).

[0024] Figure 5 shows an example of the contents of the debt information 56 stored in the memory unit 50. The debt information 56 is information associated with customer number (debtor number), company name, individual name, total debt amount, debtor status, etc. Customer number (debtor number), company name, individual name, or a combination thereof are examples of debtor identification information. Debtor status is information indicating the debtor's condition. Debtor status may be, for example, the debtor's condition regarding debt restructuring (e.g., currently undergoing debt restructuring, received notice of appointment, etc.), the creditor's condition regarding the debt (e.g., defaulting on debt repayment, lending one's name, etc.), or the debtor's own condition (e.g., deceased, receiving welfare benefits, etc.). Information other than the above information may be associated with the debt information 56.

[0025] Figure 6 shows an example of status management information 58 stored in the memory unit 50. The status management information 58 is, for example, information that associates a debtor status with a subsequent process to be executed according to the debtor status and a condition. The subsequent process is at least one of the following: a process related to notifying the debtor, a process related to operations performed on the debtor's terminal device, a process related to controlling the flow for making a demand for payment to the debtor, and a process for outputting information about the debtor. There may be one or more subsequent processes associated with each debtor status. The condition is a condition for registering (assigning) the debtor status in the automatic registration process (described later).

[0026] [Manual registration of debtor status] The debtor status of each debtor may be manually registered by an operator or the like. The acquisition unit 16 acquires the debtor's status information when the debtor performs an operation to register or update the debtor's status. Figure 7 is a diagram showing an example of a debtor details screen that displays the details of a debtor. The debtor details screen is displayed on the operator terminal device 200. The debtor details screen is a screen that is displayed, for example, when an operator performs a predetermined operation. The debtor details screen includes the customer number, the client number, the name, the debtor status, and the status registration button B1. The client number is the debtor's reference number in the external system if the support system 1 is entrusted with debt collection from an external system. The debtor status is the debtor status that has already been registered. If there is no debtor status that has already been registered, the debtor status field is blank. When the status registration button B1 is operated by the operator, the system transitions to the debtor status registration screen for registering a new debtor status for the debtor.

[0027] Figure 8 shows an example of a debtor status registration screen. The debtor status registration screen is a screen displayed on the operator terminal device 200. The debtor status registration screen includes, for example, a status selection area AR, an occurrence date, and a registration button B2. The status selection area AR displays a number of pre-set debtor statuses and content (for example, checkboxes) that allows selection of each debtor status. Each debtor status is set, for example, by the operator of the support device 10. Each debtor status is, for example, each debtor status stored in the status management information 58. The occurrence date is the date and time when the debtor status to be registered occurred.

[0028] The operator selects the debtor status to be registered from the debtor statuses displayed in the status selection area AR, and when the registration button B2 is operated, the debtor status is assigned to the debtor. For example, if the operator receives a notice of representation from the debtor's attorney, the operator selects the status registration button B1 corresponding to the debtor on the debtor details screen. On the subsequent debtor status registration screen, the operator selects "Debt Settlement Information: Intervention," enters the occurrence date (date of receipt of notice of representation), and registers. This assigns the debtor status "Intervention" to the debtor. When registering debtor statuses, the operator may select one debtor status or multiple debtor statuses.

[0029] As described above, the acquisition unit 16 acquires status information based on the operator's input. Specifically, the acquisition unit 16 acquires status information including the debtor identification information of the debtor for whom the status registration button B1 was selected on the debtor details screen, and the debtor status (e.g., intervention) selected on the debtor status registration screen.

[0030] The information management unit 18 stores the acquired status information as debt information 56. The information management unit 18 updates the debt information 56 by associating the debtor status contained in the status information with the debtor identification information contained in the status information. For example, if an operator registers a debtor status of "intervention," the information management unit 18 stores the debtor status of "intervention" associated with the debtor identification information.

[0031] When the Information Management Unit 18 stores the debtor status in association with the debtor identification information, the name of the stored debtor status is displayed in the debtor status column of Figure 7. If the subsequent processing corresponding to the assigned status includes "suspension of debt collection," the screen that allows users to check the execution status of the debt collection process will display that debt collection is suspended. This allows operators to easily check the debtor status assigned to the debtor.

[0032] When the debtor status associated with the debtor identification information changes, the information processing unit 20 refers to the status management information 58 and identifies the subsequent processing to be performed according to the debtor status. For example, when the information management unit 18 stores a new debtor status associated with the debtor identification information, the information processing unit 20 identifies the subsequent processing. The information processing unit 20 then executes the identified subsequent processing.

[0033] The information processing unit 20 executes a first process to stop the delivery of automatic notifications regarding repayment reminders and demands to the debtor when the debtor status linked to the debtor identification information changes to the first state. The first state is, for example, when the debtor status is "intervention," "civil rehabilitation," or "bankruptcy." The first state can be any debtor status that indicates the debtor is proceeding with debt restructuring procedures.

[0034] When the debtor status associated with the debtor identification information changes to the second state, the information processing unit 20 executes a second process on the screen displayed on the user terminal device 300 to disable a specific function or hide the display related to a specific function. Specific functions include, for example, the function to stop direct debit or the function to change personal information. The second state is, for example, when the debtor status is "delinquent". For example, the information processing unit 20 disables the function to change the bank account registered for debt repayment or to register a new bank account on the screen displayed on the user terminal device 300 of a debtor whose debtor status is "delinquent".

[0035] The information processing unit 20 executes a third process to exclude the debtor from the automatic repayment reconciliation process if the debtor status linked to the debtor identification information changes to the third state. The third state is, for example, when the debtor status indicates that the debtor is undergoing debt restructuring procedures. The automatic reconciliation process is a process in which, when payment information showing the payment history from the debtor to the debt collector is obtained, the amount paid is reconciled in the debt information 56 based on the payment information and the debtor's repayment plan (for example, information showing the amount to be repaid on the scheduled repayment date and the payment date), if the payment history and the repayment plan match. For example, the information processing unit 20 excludes debtors with the debtor status "debt restructuring" from the automatic reconciliation process, and does not reconcile the amount paid even if payment information is obtained. The information processing unit 20 may also exclude the debtor from other processes associated with the automatic reconciliation process in addition to the above if the debtor status linked to the debtor identification information changes to the third state.

[0036] The information processing unit 20 performs a fourth process to provide information regarding the debtor status to an external device (not shown) when the debtor status linked to the debtor identification information changes to the fourth state. The fourth state is, for example, when the debtor status indicates the status of the debtor's credit information. The external device in the fourth process is, for example, a server device operated by a credit information agency. The fourth process is a process that provides the external device with report information including, for example, the identification information of the debtor whose debtor status has changed to the fourth state (for example, "voluntary debt restructuring") and information indicating that the debtor has entered the fourth state (has started voluntary debt restructuring). By performing the fourth process, the support device 10 reports the debtor's credit information to the credit information agency.

[0037] The first, second, third, and fourth states may be the same or different. For example, if the debtor status is changed to "delinquent," the information processing unit 20 executes the second and fourth processes. If the debtor status associated with the debtor identification information is changed, the information processing unit 20 executes at least one of the first to fourth processes.

[0038] For example, if the Information Management Unit 18 adds "Intervention" to the debtor status associated with the target debtor, the Information Processing Unit 20 identifies the subsequent processing associated with "Intervention" in the Status Management Information 58 (for example, stopping automatic debt collection processing, stopping various notifications to the debtor, disabling a predetermined function on the user screen). Stopping various notifications is an example of the first processing. Disabling a predetermined function on the user screen is an example of the second processing. The Information Processing Unit 20 changes the debt collection flag associated with the debtor number to "Stopped" in the Debt Collection Management Information 52. The Information Processing Unit 20 changes the notification flag associated with the debtor number to "Stopped" in the Notification Management Information 54. The Information Processing Unit 20 sets the Content Information 60 so that the target debtor is unable to use the predetermined function.

[0039] When multiple debtor statuses are associated with debtor identification information, the information processing unit 20 executes the corresponding subsequent processing for each of the multiple debtor statuses. For example, when a first debtor status and a second debtor status are associated with debtor identification information, the information processing unit 20 executes both a first subsequent processing corresponding to the first debtor status and a second subsequent processing corresponding to the second debtor status. This allows the support device 10 to respond more appropriately to the debtor's status.

[0040] If multiple debtor statuses are associated with the debtor identification information, the information processing unit 20 may select a subsequent process to execute according to the pre-set priority of the debtor statuses. In this case, the information processing unit 20 executes the subsequent process corresponding to the debtor status with the highest priority. For example, if a debtor with a low-priority debtor status (e.g., "delinquent") is newly assigned a high-priority debtor status (e.g., "intervention"), the information processing unit 20 refers to the status management information 58 and executes the subsequent process corresponding to "intervention". In this way, when a debtor with a low-priority debtor status is assigned a high-priority debtor status, the content of the subsequent process is automatically changed (overwritten) from the content of the process corresponding to the low-priority debtor status to the content of the process corresponding to the high-priority debtor status. When multiple debtor statuses are assigned, it may not be necessary to execute the subsequent process associated with the low-priority debtor status. In this case, the automatic change (overwriting) to the content of the process corresponding to the high-priority debtor status reduces the workload of the debt collector and improves convenience.

[0041] [flowchart] Figure 9 is a flowchart showing an example of the processing flow in the support device 10 when the debtor status is manually registered. The processing in Figure 9 is executed, for example, when an operator performs the debtor status registration operation.

[0042] First, the acquisition unit 16 acquires status information (S100). Next, the information management unit 18 registers the debtor status based on the status information (S102). Specifically, the information management unit 18 updates the debt information 56 by associating the debtor identification information included in the status information with the debtor status. Next, the information processing unit 20 determines whether or not the debtor status has been changed (S104). The information processing unit 20 determines that the debtor status has been changed if the debtor status updated by the information management unit 18 is a newly assigned debtor status to the debtor, and determines that the debtor status has not been changed if the debtor status updated by the information management unit 18 is a debtor status already assigned to the debtor.

[0043] If the debtor status has been changed (S104; YES), the information processing unit 20 refers to the status management information 58 and identifies the subsequent processing associated with the registered debtor status (S106). Next, the information processing unit 20 executes the identified subsequent processing (S108). After the processing in S108 is completed, or if the debtor status has not been changed (S104; NO), the process shown in this flowchart ends.

[0044] In this way, the support device 10 executes each process according to the registered debtor status in response to the operator's operation to register the debtor status. This reduces the workload of the debt collector (operator) and improves operational efficiency compared to when the operator performs operations to execute processes according to the debtor status (e.g., operations to stop debt collection). In addition, the quality of debt management is improved by suppressing human errors such as forgetting to change the settings of each process (e.g., stopping debt collection) or operational errors. In particular, if debt collection is mistakenly continued for a debtor who has received notice of commencement of bankruptcy proceedings, it can lead to legal problems. Therefore, by automating the changes in the settings of each process, the occurrence of problems is suppressed and the risk of compliance violations is reduced.

[0045] The above describes the processing when a debtor status is registered (assigned). However, if a debtor status is canceled, the support device 10 may execute processing to terminate the subsequent processing that was performed when the status was registered (assigned). Specifically, if a debtor status is canceled, the information processing unit 20 may automatically resume processing that was stopped due to the execution of subsequent processing. For example, if an operator executes processing to cancel a debtor status, the acquisition unit 16 acquires debtor identification information and debtor status information to be canceled. The information management unit 18 deletes the debtor status corresponding to the acquired debtor identification information in the debt information 56. The information processing unit 20 changes the flag information (e.g., reminder flag, notification flag) that has been changed to a "stopped" state by the subsequent processing corresponding to the deleted debtor status to "execute," and resumes reminder processing and notification processing. This allows the support device 10 to respond more appropriately to the debtor's status. Furthermore, the debtor may set whether or not to automatically cancel subsequent processes when the debtor status is removed, and the rules for resuming debt collection and notification processes (for example, resuming from where it was stopped, resetting the debt collection flow to its initial state).

[0046] Furthermore, if a debtor status with an expiration date, such as "Contact promised," is assigned, the information management unit 18 determines whether a specific event (e.g., contact or payment) has been performed by the due date. Whether a specific event has been performed is determined by the information registered by the debtor and the information regarding the performance of the event included in the debt information 56. If the specific event has not been performed, the information management unit 18 may automatically remove (delete) the debtor status or transition the debtor status to another pre-set status (e.g., "default"). In this case, the information processing unit 20 may resume the debt collection process or notification process, or execute subsequent processing according to the new debtor status.

[0047] [Automatic registration of debtor status] The debtor status of each debtor may be automatically registered by the support device 10. The information management unit 18 determines whether the status of the debtor's claim meets the pre-set conditions, and if the conditions are met, assigns the debtor a debtor status corresponding to the conditions. When the debtor is assigned a debtor status corresponding to the conditions, the information processing unit 20 refers to the status management information 58 and performs subsequent processing for the debtor according to the debtor status.

[0048] The information management unit 18 performs an automatic registration process for debtor status. The automatic registration process is a process that assigns a debtor status to a debtor according to the conditions when the debtor's status with respect to the claim meets pre-set conditions. Specifically, the information management unit 18 retrieves debtor status information (not shown) stored in the storage unit 50. The debtor status information includes, for example, debtor identification information, the number of times the debt has been overdue, the number of days the debt has been overdue, and the amount of the debt that has been overdue. Some or all of the number of times the debt has been overdue and the number of days the debt has been overdue are examples of the debtor's status with respect to the claim. The debtor identification information may include the creditor's last business day of the month, etc. The information management unit 18 refers to the status management information 58 and determines whether the debtor's status with respect to the claim meets the pre-set conditions for each debtor status. If the conditions are met, the information management unit 18 identifies the debtor status associated with the conditions and stores the identified debtor status as claim information 56, associated with the debtor identification information. This makes it possible to assign a debtor status according to the conditions to the debtor.

[0049] The automatic registration process may be performed at predetermined intervals or in response to operator input. For example, the information management unit 18 acquires debtor status information for each debtor at a fixed time every day. Based on the acquired debtor status information and status management information 58, the information management unit 18 assigns a debtor status to debtors who meet the conditions for each debtor status. For example, the information management unit 18 assigns the debtor status "delinquent (forfeited)" to debtors who meet the conditions of "four or more delinquent payments AND the current day is the last business day of the month."

[0050] When a debtor is assigned a debtor status according to the conditions, the information processing unit 20 executes subsequent processing according to the debtor status, similar to when the debtor status associated with the debtor identification information is changed.

[0051] [flowchart] Figure 10 is a flowchart showing an example of the processing flow in the support device 10 when the debtor status is automatically registered. The processing in Figure 10 is executed automatically, for example, at predetermined intervals.

[0052] First, the acquisition unit 16 acquires debtor status information from the storage unit 50 (S200). Next, the information management unit 18 refers to the status management information 58 and determines whether the debtor's status with respect to the claim meets the conditions (S202). If the debtor's status with respect to the claim meets the conditions (S202; YES), the information management unit 18 assigns the debtor status corresponding to the conditions to the debtor (S204). Next, the information processing unit 20 identifies the subsequent processing associated with the assigned debtor status (S206). Next, the information processing unit 20 executes the identified subsequent processing (S208). After the processing in S208 is completed, or if the debtor's status with respect to the claim does not meet the conditions (S202; NO), the process shown in this flowchart ends.

[0053] In this way, the support device 10 assigns a debtor status to debtors who meet the conditions through an automatic registration process that is executed at predetermined intervals, and then executes subsequent processing according to the assigned debtor status. This eliminates the need for operators to determine whether each debtor meets the conditions and update the debtor status, thereby improving the work efficiency and convenience of debt collectors. Furthermore, since the debtor status is automatically changed (updated) in response to changes in the debtor's debt status, delays in processing in response to changes in the debtor's status can be prevented.

[0054] Furthermore, the support device 10 may update the debtor status in accordance with information obtained from an external device (not shown) and execute subsequent processing according to the updated debtor status. An external device (not shown) is, for example, a server device operated by an operator that uses the support system 1 to demand payment of debts. The acquisition unit 16 acquires debt status information from the external device. Debt status information is, for example, information that shows the status of a debt as known to the operator. Debt status information is, for example, information that associates information for identifying a debt, identification information of the debtor of the debt, and the status of the debt. The information management unit 18 refers to the acquired debt status information and status management information 58, and if the status of the debt satisfies the conditions defined in the status management information 58 (for example, the status of the debt in the debt status information is "loss of benefit of time (default)"), it assigns a debtor status according to the conditions to the corresponding debtor.

[0055] In this way, by executing subsequent processing associated with the debtor status assigned according to information obtained from an external device, subsequent processing for debtors whose status has changed can be performed immediately. This prevents delays in responding to debtors whose status has changed.

[0056] [Settings for subsequent processing] The subsequent processing associated with each debtor status may be set by the debt collector. The information processing unit 20 receives the subsequent processing information entered by the debt collector on the screen displayed on the debt collector's terminal device, stores the subsequent processing information in the storage unit, and when the debtor status associated with the debtor identification information changes, it refers to the subsequent processing information and executes the subsequent processing based on the status information.

[0057] Figure 11 shows an example of a follow-up processing setting screen for configuring subsequent processing. The follow-up processing setting screen is displayed on the operator terminal device 200. The follow-up processing setting screen includes, for example, the debtor status for which follow-up processing is configured (registered or changed) and the follow-up processing to be configured. The debtor status and the content of the follow-up processing to be configured are information selected and entered by the operator, etc., or the currently configured content. The information processing unit 20 acquires the follow-up processing information, including the entered (selected) debtor status and follow-up processing, and stores it as status management information 58. This allows the debtor to freely change the content of the follow-up processing.

[0058] Furthermore, the subsequent processing settings screen may be configured to allow setting conditions for assigning debtor status in addition to the above. In this case, the information processing unit 20 acquires subsequent processing information including conditions in addition to the debtor status and subsequent processing, and stores it as status management information 58. In this way, by allowing subsequent processing to be set via the operator terminal device 200, it is possible to flexibly respond to the requirements of debt collectors.

[0059] [Use of Generative AI] Figure 12 shows another example of the configuration of a support system for debt collection. Support system 1A includes, for example, a generating AI 400 in addition to the functional configuration of support system 1. Support device 10 and generating AI 400 can communicate via a network NW. Generating AI 400 is a large-scale language model (LLM) that has been trained to learn a large amount of information, such as information published or provided on the network NW, and to output information corresponding to the input information and requests.

[0060] [Automatic recommendation of debtor status] When a debt collector negotiates with a debtor, the AI400 may analyze the negotiation record (operator input and conversation content) in real time and, if it detects a significant change in circumstances such as "bankruptcy filing" or "attorney intervention," recommend to the operator that the corresponding debtor status be registered. The negotiation record includes, for example, records of negotiations with the debtor regarding repayment via email, SMS, or telephone (text, negotiation date and time, conversation content, etc.).

[0061] For example, the operator terminal device 200 acquires the audio from the debtor and the debtor's phone calls, converts the acquired audio into text, and provides the converted text to the support device 10. The support device 10 provides the text to the generation AI 400 and requests that it read important keywords and context and recommend debtor statuses corresponding to those keywords and contexts. The generation AI 400 is trained to output debtor statuses corresponding to important keywords and contexts when it receives the request and text. Important keywords and contexts include, for example, "consulted with a lawyer," "considering personal bankruptcy," and "planning to move soon." In this case, the generation AI 400 recommends "intervention," "bankruptcy," "address unknown," etc., as the corresponding debtor statuses. The support device 10 provides the recommended debtor statuses to the operator terminal device 200.

[0062] The operator terminal device 200 displays a screen asking whether or not to register the provided debtor status. If the operator performs the registration operation, the support device 10 registers the debtor status in association with the debtor.

[0063] In this way, the AI400 actively assists and semi-automates the manual registration of debtor status by operators, preventing operators from missing debtor status entries and reducing the burden on operators in deciding which debtor status to select on the debtor status registration screen. This improves the work efficiency and response quality of debt collectors.

[0064] Furthermore, the generating AI 400 may extract the relevant sections of the transcribed negotiation records that served as the basis for recommending the debtor status and provide them to the support device 10. This allows the support device 10 to highlight the relevant sections on the operator terminal device 200, or to store the debtor status and the highlighted negotiation records in the storage unit 50 as evidence, linked to the debtor status change history.

[0065] [Predicting Debtor Status Transitions and Preventive Interventions] The support device 10 may instruct the generating AI 400 to estimate the probability of transitioning to a specific negative debtor status, and obtain the transition probability corresponding to the instruction from the generating AI 400. The support device 10 instructs the generating AI 400 to estimate the probability that a debtor will transition to a specific negative debtor status within a predetermined period, and displays debtors with a high transition probability as "risk-indicating debtors" on the operator terminal device 200 in a different manner than debtors with a low transition probability. Debtors with a high transition probability are debtors with a high risk of debt collection. The generating AI 400 is trained to output a transition probability corresponding to the debtor's behavior pattern and attribute information when it receives, for example, the debtor's behavior pattern (negotiation records, transaction history, etc.), attribute information, and a request to estimate the probability of transitioning to a predetermined debtor status.

[0066] For example, the support device 10 provides the generating AI 400 with the debtor's behavior pattern and attribute information at predetermined intervals and requests it to estimate the probability of transitioning to a predetermined debtor status. When the generating AI 400 receives the request, the debtor's behavior pattern, and the attribute information, it estimates the transition probability for each debtor and provides it to the support device 10. The support device 10 refers to the provided transition probability for each debtor, extracts debtors whose transition probability is above a predetermined value as "risk-prone debtors," and provides them to the operator terminal device 200. The support device 10 may also display a list of "risk-prone debtors" on the operator terminal device 200. Furthermore, the support device 10 may display "risk-prone debtors" in a different manner from normal debtors on the debtor list display screen on the operator terminal device 200 (for example, by changing the background color or adding a warning icon). This makes it possible for debtors to detect debtors with a high risk of debt collection early and take preventive measures.

[0067] Furthermore, the generating AI 400 may output not only the transition probability but also the features that underlie the predicted transition probability (for example, "disruption in the payment cycle" or "inquiries containing specific keywords"). The support device 10 provides the transition probability and the underlying features to the operator terminal device 200 and displays them, thereby visualizing the factors that increase the risk of debt collection.

[0068] Furthermore, the generating AI 400 may output suggestions for the best course of action to improve the situation for debtors whose transition probability is above a predetermined value (for example, "counseling guidance," "suggestion for a payment plan review," "reassignment to an experienced officer," etc.). The support device 10 provides and displays the transition probability and suggested actions to the operator terminal device 200, thereby helping debtors extend a helping hand to debtors before they fall into a serious situation.

[0069] [Automatic documentation of status change reasons and subsequent processing] When the debtor status is changed, the support device 10 may cause the generation AI 400 to generate natural language text including the reason for the change, the date and time of the change, and the content of the corresponding subsequent processing, and store it in the storage unit 50 as a negotiation record or audit log. For example, the support device 10 inputs registration information regarding the registration of the debtor status, including the registered (assigned) debtor status, the trigger that caused the registration (e.g., operation by an operator, automatic registration processing, acquisition of debt status information, etc.), and the subsequent processing that was executed, as well as a request to generate natural language text according to the content of the registration information, to the generation AI 400. The generation AI 400 is trained to output natural language text according to the content of the registration information when it receives the registration information and the generation request. For example, the generating AI 400 generates and outputs the following text: "At 3:18 PM on August 29, 2025, the debtor status was changed to 'Intervention' by operator Suzuki. This change triggered the system to automatically execute the following processes: 1. Stop all automated debt collection, 2. Stop all notifications, 3. Disable the account change function on the customer screen." The generating AI 400 may also use the content of the request to output the text in a predetermined format. The support device 10 acquires the text output by the generating AI 400 and stores it in the storage unit 50 as a negotiation record or audit log.

[0070] This significantly reduces the workload involved in audit responses and strengthens accountability. By reviewing stored negotiation records and audit logs, events can be accurately understood without the need to analyze system logs, thus eliminating reliance on individual expertise and improving the overall governance level of the organization.

[0071] Furthermore, if the debtor status is changed based on information obtained from an external device, the generating AI400 outputs a document that includes technical information such as the file name and content of the obtained information.

[0072] The Generator AI400 automatically sends generated text via email to designated addresses (e.g., legal department or management addresses) immediately upon registration of a specific critical status (e.g., "bankruptcy"). For example, the Generator AI400 learns critical statuses and methods for email delivery to designated addresses. Based on the above learning results, if the acquired registration information includes a critical status, the Generator AI400 sends the generated text via email.

[0073] According to the embodiment described above, the support device 10 acquires debtor identification information for identifying the debtor and status information including the debtor status, which is the state of the debtor. When the debtor status associated with the debtor identification information changes, the support device 10 refers to subsequent processing information which associates the debtor status with the subsequent processing to be performed according to the debtor status that has been stored in advance, and performs the subsequent processing according to the debtor status for the debtor, thereby improving the convenience of the debt collector.

[0074] Although embodiments for carrying out the present invention have been described above using examples, the present invention is not limited in any way to these embodiments, and various modifications and substitutions can be made without departing from the spirit of the present invention. [Explanation of symbols]

[0075] 1. 1A Support System 10 Support equipment 16 Acquisition Department 18 Information Management Department 20 Information Processing Section 50 Storage section 52 Dunning management information 54 Notification management information 56. Debt Information 58 Status Management Information 60 Content Information 200 Operator Terminal Device 300 User terminal devices 400 Generation AI

Claims

1. An acquisition unit that acquires debtor identification information for identifying the debtor and status information including the debtor status, which is the state of the debtor, The system includes a processing unit that, when the debtor status associated with the debtor identification information is changed, refers to subsequent processing information that associates the previously stored debtor status with the subsequent processing related to the claim to be executed according to the debtor status, and executes the subsequent processing according to the debtor status for the debtor, When the debtor status associated with the debtor identification information is changed to a predetermined state, the processing unit executes a second process on the screen displayed on the terminal device used by the debtor, which disables a specific function or hides the display related to a specific function. Information processing device.

2. An acquisition unit that acquires debtor identification information for identifying a debtor and status information including debtor status which is the state of the debtor, The system includes a processing unit that, when the debtor status associated with the debtor identification information is changed, refers to subsequent processing information that associates the previously stored debtor status with the subsequent processing related to the claim to be executed according to the debtor status, and executes the subsequent processing according to the debtor status for the debtor, The processing unit executes a third process to exclude the debtor from the automatic repayment settlement process when the debtor status associated with the debtor identification information changes to a predetermined state. Information processing device.

3. An acquisition unit that acquires debtor identification information for identifying a debtor and status information including debtor status which is the state of the debtor, The system includes a processing unit that, when the debtor status associated with the debtor identification information is changed, refers to subsequent processing information that associates the previously stored debtor status with the subsequent processing related to the claim to be executed according to the debtor status, and executes the subsequent processing according to the debtor status for the debtor, The processing unit performs a fourth process to provide information regarding the debtor status to an external device when the debtor status associated with the debtor identification information is changed to a predetermined state. Information processing device.

4. The acquisition unit acquires the debtor's debtor status when the debtor performs an operation to register or update the debtor's debtor status. An information processing apparatus according to any one of claims 1 to 3.

5. The system further includes an information management unit that determines whether the debtor's status regarding the claim meets predetermined conditions, and if the conditions are met, assigns the debtor a debtor status corresponding to those conditions. When the debtor is assigned the debtor status according to the conditions, the processing unit refers to the subsequent processing information and executes the subsequent processing according to the debtor status for the debtor. An information processing apparatus according to any one of claims 1 to 3.

6. The aforementioned processing unit, The system receives the subsequent processing information entered by the debtor on the screen displayed on the debtor's terminal device and stores the subsequent processing information in the storage unit. If the debtor status associated with the debtor identification information changes, the system refers to the subsequent processing information and executes the subsequent processing based on the status information. An information processing apparatus according to any one of claims 1 to 3.

7. The subsequent processing to be performed according to the status information is at least one of the following: processing related to notifying the debtor, processing related to operations performed on the debtor's terminal device, processing related to controlling the flow for issuing a demand for payment to the debtor, and processing related to outputting information about the debtor. An information processing apparatus according to any one of claims 1 to 3.

8. The processing unit executes a first process to stop the delivery of automatic notifications regarding repayment reminders and demands to the debtor when the debtor status associated with the debtor identification information changes to a second predetermined state. An information processing apparatus according to any one of claims 1 to 3.

9. If a plurality of debtor statuses are associated with the debtor identification information, the processing unit executes the subsequent processing associated with each of the plurality of debtor statuses. An information processing apparatus according to any one of claims 1 to 3.

10. Computers Obtain debtor identification information to identify the debtor and status information including the debtor status, which is the state of the debtor. If the debtor status associated with the debtor identification information changes, the system refers to the subsequent processing information which is pre-stored and associates the debtor status with the subsequent processing related to the claim to be executed according to the debtor status, and executes the subsequent processing according to the debtor status for the debtor. When the debtor status associated with the debtor identification information changes to a predetermined state, a second process is executed on the screen displayed on the terminal device used by the debtor, which disables a specific function or hides the display related to a specific function. Information processing methods.

11. On the computer, Obtain debtor identification information to identify the debtor and status information including the debtor status, which is the state of the debtor. If the debtor status associated with the debtor identification information changes, the system will refer to the subsequent processing information, which is pre-stored and associates the debtor status with the subsequent processing related to the claim to be executed according to the debtor status, and will cause the debtor to execute the subsequent processing according to the debtor status. When the debtor status associated with the debtor identification information changes to a predetermined state, a second process is executed on the screen displayed on the terminal device used by the debtor, which disables a specific function or hides the display related to a specific function. program.

12. A computer, Obtain debtor identification information to identify the debtor and status information including the debtor status, which is the state of the debtor. If the debtor status associated with the debtor identification information changes, the system refers to the subsequent processing information which is pre-stored and associates the debtor status with the subsequent processing related to the claim to be executed according to the debtor status, and executes the subsequent processing according to the debtor status for the debtor. If the debtor status associated with the debtor identification information changes to a predetermined state, a third process is executed to exclude the debtor from the automatic repayment settlement process. Information processing methods.

13. A computer, Obtain debtor identification information to identify the debtor and status information including the debtor status, which is the state of the debtor. If the debtor status associated with the debtor identification information changes, the system will refer to the subsequent processing information, which is pre-stored and associates the debtor status with the subsequent processing related to the claim to be executed according to the debtor status, and will cause the debtor to execute the subsequent processing according to the debtor status. If the debtor status associated with the debtor identification information changes to a predetermined state, a third process is executed to exclude the debtor from the automatic repayment settlement process. program.

14. A computer, Obtain debtor identification information to identify the debtor and status information including the debtor status, which is the state of the debtor. If the debtor status associated with the debtor identification information changes, the system refers to the subsequent processing information which is pre-stored and associates the debtor status with the subsequent processing related to the claim to be executed according to the debtor status, and executes the subsequent processing according to the debtor status for the debtor. If the debtor status associated with the debtor identification information changes to a predetermined state, a fourth process is performed to provide information regarding the debtor status to an external device. Information processing methods.

15. A computer, Obtain debtor identification information to identify the debtor and status information including the debtor status, which is the state of the debtor. If the debtor status associated with the debtor identification information changes, the system will refer to the subsequent processing information, which is pre-stored and associates the debtor status with the subsequent processing related to the claim to be executed according to the debtor status, and will cause the debtor to execute the subsequent processing according to the debtor status. If the debtor status associated with the debtor identification information changes to a predetermined state, a fourth process is performed to provide information regarding the debtor status to an external device. program.

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