JP6071354B2 - Product sales support system - Google Patents

Description

  The present invention relates to a merchandise sales support system using a mobile terminal, and more particularly to a merchandise sales support system capable of supporting sales activities in accordance with laws and regulations.

[Description of Prior Art]
The financial product sales support system provides support when a salesperson of a financial institution sells financial products at a customer or the like, and can present and create various sales documents.
A conventional financial product sales support system includes an internal system having a database for storing customer information and information related to financial products, a server for managing the database, and a mobile terminal connected to the internal system via the Internet. .

  When a salesperson conducts business activities from a customer, the mobile terminal connects to an in-house system to acquire various information from the server, fills in necessary items, and uploads it to the server.

A sequence in a conventional financial product sales support system will be briefly described.
First, a mobile terminal accesses a server and requests a financial product sales document (hereinafter referred to as a sales document).
When the server receives the request, it reads the corresponding sales document from the database and transmits it to the requesting mobile terminal.
The sales employee performs a work such as explaining the product to the customer and inputting necessary items into the document while displaying the sales document on the mobile terminal.

Then, the mobile terminal transmits the created document information and the recorded interview information to the server, and the server stores the created document information and the interview information in the database.
In this way, the sequence in the conventional financial product sales support system is performed.

[Related technologies]
As a technology related to the compliance check, there is Japanese Patent Laid-Open No. 2005-062967 “Securities Business Support System” (Hitachi Kokusai Electric Co., Ltd., Patent Document 1).

  Japanese Patent Laid-Open No. 2004-26883 includes a securities business support system that aggregates and analyzes the results of compliance checks, captures and accumulates the results in the customer's basic attributes, and displays customer information and compliance information in association with each other. Have been described.

Japanese Patent Laying-Open No. 2005-062967

  However, in the conventional financial product sales support system, there is a problem that if an unfamiliar salesperson conducts a business activity that does not follow the wrong procedure or the law, it cannot lead to an appropriate business activity.

  The present invention has been made in view of the above circumstances, and an object thereof is to provide a merchandise sales support system that can support appropriate sales activities in accordance with laws and regulations.

The present invention for solving the problems of the conventional example includes a database for storing product description documents, a server for browsing the product description documents via a network, and a mobile terminal for displaying the product description documents. The product sales support system includes a database that stores, as a criterion, a page turning interval when an appropriate explanation is given corresponding to each page of the product explanation document, and the server is a mobile terminal When reading the product description document is requested, the judgment criteria corresponding to the product description document are read out and held, and the product description document is displayed on the mobile terminal and periodically transmitted from the mobile terminal. Based on the operation log, the page turning interval for each page is calculated, and the calculated page turning interval deviates from the judgment criterion corresponding to the page. In this case, it determines the compliance, and held as a cumulative violation score by adding the violation score, if the cumulative violation score exceeds a threshold value, stopping the display of the document for product description to the mobile terminal It is characterized by.

Further, the present invention is a product sales support system comprising a database for storing product description documents, a server for browsing the product description documents via a network, and a mobile terminal for displaying the product description documents. The database stores the movement of the customer's body when an appropriate explanation is given corresponding to each page of the product explanation document as a criterion, and the server browses the product explanation document from the mobile terminal. Is requested and stored in the operation log and the recording data periodically transmitted from the mobile terminal. When the page being displayed is identified and the customer's body movement is detected, and the detected body movement deviates from the criterion corresponding to the page Characterized determines as compliance, and held as a cumulative violation score by adding the violation score, if the cumulative violation score exceeds a threshold value, stopping the display of the document for product description to the mobile terminal It is said.
Further, according to the present invention, in the product sales support system, the database stores a violation score corresponding to each page of the product description document, and the compliance violation occurs when the server determines that it is a compliance violation. It is characterized in that the number of violation points corresponding to the determined page is added.

  According to the present invention, it is possible to grasp the usage status of the mobile terminal of the sales staff, and therefore, there is an effect that it is possible to support the sales activities according to the laws and regulations of the sales staff.

It is a system configuration block diagram of a merchandise sales support system according to an embodiment of the present invention. It is explanatory drawing which shows the specific structural example of the database server 11, the web server 12, and the mobile terminal 2. FIG. It is a sequence diagram which shows the sequence of the authentication process in this system. It is a sequence diagram which shows the sequence of a positional information authentication process. It is a model explanatory drawing of the compliance violation determination item table memorize | stored in the database server. It is a schematic explanatory view showing an example of a page turning interval reference table. It is a schematic explanatory drawing which shows the example of a keyword table. It is a schematic explanatory drawing which shows the example of a visual confirmation table. It is model explanatory drawing which shows the example of a check list table. It is a flowchart which shows the compliance violation detection process in the web server 12. It is explanatory drawing which shows the example of a display of the check list in the mobile terminal. 4 is a flowchart showing message display processing in the mobile terminal 2. It is a sequence diagram which shows the sequence of upload of interview status data and a sales document. FIG. 10 is an explanatory diagram showing a display example on the management terminal 13.

Embodiments of the present invention will be described with reference to the drawings.
[Outline of the embodiment]
A merchandise sales support system according to an embodiment of the present invention includes an in-house system having a database server and a web server, and a mobile terminal connected to the in-house system via the Internet. The mobile terminal acquires position information by GPS, acquires the image and sound of the customer's face, and periodically transmits the position information, image and sound to a web server provided in the in-house system. Compared with the location information, face image data, and voice data corresponding to the customer's address stored in the database server, the web server determines in real time whether the salesperson is interviewing the intended customer. It can be determined by.

  In addition, the product sales support system according to the embodiment of the present invention provides the database server with items for detecting compliance violations in advance for each product sales document (page turning interval, keyword for explanation, customer's viewpoint, etc.) ), The appropriate range corresponding to each and the number of violation points counted when violated, the mobile terminal periodically sends operation logs, image data, audio data to the web server, Executes the process of detecting violations by comparing the received data with the appropriate range of detection items. If the violation deviates from the appropriate range, the corresponding violation points are added and the cumulative number of violation points is the threshold. If it exceeds, the display of the product sales document and information input related to the transaction will be stopped on the mobile device, and the product will be sold in an appropriate manner. It is capable of so that induction.

  In addition, the product sales support system according to the embodiment of the present invention displays check items for explaining product sales documents as a check list on the mobile terminal, and the sales staff inputs the check when the explanation of the items is finished. The mobile terminal obtains the operation log and voice data during the interview, and periodically sends this information to the web server. The web server supports the checklist check items. If a check input operation is performed based on a predetermined explanation time or a keyword of the explanation, it is determined whether or not an explanation of the appropriate content is performed at an appropriate time. If the explanation is appropriate, it is allowed to enter a check and proceed to the next, and if the explanation is inappropriate, a message for warning is displayed on the mobile terminal. In are those that do not proceed then prohibits the input of the check, to draw the attention of the sales staff, is one that can lead to the appropriate operating activities in accordance with the laws and regulations.

  According to the present invention, there is provided a product sales support system comprising a database for storing product description documents, a server for browsing the product description documents via a network, and a mobile terminal for displaying the product description documents. The database stores a checklist with a plurality of check items to be explained for each product description document, and determination criteria corresponding to the check items of each checklist, and the server explains the product from the mobile terminal. When browsing the document is requested, the product description document and the corresponding checklist are read from the database and displayed on the requesting mobile terminal, and the determination criteria corresponding to the checklist check items are read and held. And check based on the operation log or / and recorded data sent from the mobile terminal. As a product sales support system that judges whether or not the judgment criterion corresponding to the eyes is satisfied, and if the judgment criterion is not satisfied, does not allow the input of the check for the check item and displays a warning message on the mobile terminal As a result, the sales staff can explain the products to customers in the proper order while looking at the checklist, and the check items are insufficient or inappropriate. In some cases, the message can alert the sales staff in real time and lead to appropriate sales activities in accordance with laws and regulations.

  According to the present invention, there is provided a product sales support system comprising a database for storing product description documents, a server for browsing the product description documents via a network, and a mobile terminal for displaying the product description documents. The database stores the page turning interval when a proper explanation is given corresponding to each page of the product explanation document as a criterion, and the server browses the product explanation document from the mobile terminal. Is read and held the judgment criteria corresponding to the product description document, the product description document is displayed on the mobile terminal, and based on the operation log periodically transmitted from the mobile terminal, Calculate the page turning interval for each page, and if the calculated page turning interval deviates from the criterion corresponding to the page, When the cumulative violation score exceeds the threshold, the product sales support system stops the display of the product description document on the mobile device. Can monitor in real time whether or not each page of the website is explained in an appropriate amount of time to prevent products from being sold due to inappropriate sales activities, leading to sales activities that comply with laws and regulations There is an effect that can.

  According to the present invention, there is provided a product sales support system comprising a database for storing product description documents, a server for browsing the product description documents via a network, and a mobile terminal for displaying the product description documents. The database stores the movement of the customer's body when an appropriate explanation is given corresponding to each page of the product explanation document as a criterion, and the server sends the product explanation document from the mobile terminal. When reading is requested, the judgment criteria corresponding to the product description document are read out and held, the product description document is displayed on the mobile terminal, and operation logs and recordings periodically transmitted from the mobile terminal Based on the data, the page being displayed is identified and the movement of the customer's body is detected, and the detected movement of the body deviates from the criterion corresponding to the page. In this case, the product sales support system adds the violation score as a compliance violation, and stops displaying the product description document on the mobile device when the cumulative violation score exceeds the threshold. It is possible to judge in real time whether the customer fully understands the explanation of the sales staff from the movement of the head and the movement of the neck, and can prevent the product from being sold with insufficient understanding. There is an effect that can lead to sales activities according to.

[Composition of product sales support system: Fig. 1]
The configuration of the product sales support system according to the embodiment will be described with reference to FIG. FIG. 1 is a system configuration block diagram of a merchandise sales support system according to an embodiment of the present invention.
The merchandise sales support system (this system) according to the embodiment of the present invention displays the format of the merchandise sales document on the mobile terminal 2, writes the necessary items, creates the merchandise sales document, and creates the created document. It is sent to the in-house system database and saved.
Further, as a feature of this system, there is provided a function for monitoring in real time whether or not a sales employee (salesperson) is explaining sales in accordance with a product sales method including a financial product and a product transaction method.
It also has a function of authenticating in real time whether the other party being explained is the customer, recording a voice at the time of explanation, and adding an electronic signature.

As shown in FIG. 1, this system includes an in-house system 1 and a mobile terminal 2 connected to the in-house system 1 via the Internet.
Further, the web server 12 of the present system accesses the external certificate authority 4 and the location information service site 5 to acquire authentication information and location information.

The in-house system 1 includes a database server 11, a web server 12, and a management terminal 13, and each unit is connected by a LAN (Local Area Network).
The database server 11 includes a database that stores customer information and merchandise sales documents (sales documents), and the control unit performs input / output control of information with respect to the database.
As sales documents, there are product brochures including financial products, product manuals, written product contracts, identity verification documents, and the like.
The database of the database server 11 stores various information for detecting a compliance violation described later. Such information will be described later.

The web server 12 communicates with the mobile terminal 2 via the Internet, converts sales documents into web format information, and causes the mobile terminal 2 to browse. Also, the completed sales document transmitted from the mobile terminal 2 is output to the database server 11 and stored in the database.
Further, as a feature of this system, the web server 12 performs processing such as identity authentication and detection of compliance violation based on information acquired from the mobile terminal 2. These operations will be described later.

  In addition to displaying sales documents and inputting information, the management terminal 13 sets various parameters for detecting a compliance violation, which will be described later, and performs system maintenance.

The mobile terminal 2 is a tablet terminal carried by a salesperson, accesses the web server 12 via the Internet line, acquires and displays the format of the sales document, and writes information in the sales document.
In addition, the mobile terminal 2 of this system has a recording function for recording the customer's face and the state of the interview in addition to the recording function in order to take a record during the interview. Furthermore, the mobile terminal 2 acquires a log of operations performed by the sales staff on the input screen of the mobile terminal 2. And the data acquired at the time of these interviews are transmitted to the web server 12 regularly.
Further, the mobile terminal 2 of this system gives an electronic signature using a USB (Universal Serial Bus) token 3.

[Configuration of each part: Fig. 2]
Next, a specific configuration of the characteristic part of the present system will be described with reference to FIG. FIG. 2 is an explanatory diagram illustrating a specific configuration example of the database server 11, the web server 12, and the mobile terminal 2.
[Database server 11]
The database server 11 includes a product sales database 111 and a communication unit 112. Furthermore, although it has a control part which inputs / outputs the data to the goods sales database 111, illustration is abbreviate | omitted.
In addition to sales document information, the product sales database 111 stores information on sales activities acquired from mobile terminals, information on customers, and information for determining compliance violations that serve as a basis for detecting compliance violations. .

As information regarding sales activities, interview recording data (recording data), interview recording data (recording data), and an operation log are stored.
As information about the customer, an address, authentication face image data, and authentication voice data are stored.
Information for determining compliance violations is stored for each sales document, and includes data for standard page turning intervals (page turning interval table), product description keyword data (keyword table), and an explanation checklist. (Checklist table) data is stored.

[Web server 12]
The web server 12 includes a communication unit 121 connected to the in-house LAN and the Internet, and a control unit and a storage unit (not shown).
The storage unit stores a WEB site display program and a merchandise sales system WEB program.
The control unit activates these programs, and performs processing for displaying sales documents on the mobile terminal 2 and processing for detecting compliance violations in sales activities using the mobile terminal 2.

The WEB site display program is a program for converting information stored in the product sales database 111 into a web format and browsing the information.
Further, the merchandise sales system WEB program is a program for performing the customer authentication process and the compliance violation detection process in addition to allowing the mobile terminal 2 to browse the sales document.

[Mobile terminal 2]
The mobile terminal 2 includes an antenna 20, a communication unit 21, a transmitter / receiver unit 22, a microphone 23, a GPS (Global Positioning System) unit 24, a liquid crystal panel 25, a camera 26, a control unit 27, and a storage. A unit 28 and a USB connection terminal 29 are provided.
The control unit 27 includes a CPU (Central Processing Unit) and a memory, and activates a merchandise sales system terminal program to perform communication control, display control, and control according to the operation of the sales staff.

The storage unit 28 stores a merchandise sales system terminal program. Further, the sales document information acquired from the web server 12, log data of operations performed by the sales staff, and interview recording data ( Recording data) and interview recording data (recording data) recorded by the microphone 23 are stored.
A USB token 3 is inserted into the USB connection terminal 29.
The USB token 3 stores an encryption key and an electronic certificate used when uploading data from the mobile terminal 2.

[Overview of operation in this system]
Next, an outline of the operation at the time of product sales in this system will be described.
In this system, the web server 12 exchanges data with the mobile terminal 2 to support the product sales activities using the mobile terminal 2 and whether or not sales activities that violate the compliance are performed by the sales staff. Detects and processes to direct to appropriate sales activities.

  When the web server 12 receives the interview start notification from the mobile terminal 2, first, whether the mobile terminal 2 is interviewing the customer who is the interview partner or is interviewing at an appropriate place such as the customer's home. , Etc. to perform authentication processing. The authentication process will be described later with reference to FIG.

Then, the web server 12 determines the result of the authentication process, and if it is authentication NG (when it is determined that the customer is not interviewed), the web server 12 sends an end instruction notification to the mobile terminal 2 as an inappropriate interview. Send and finish the process.
Further, if the result of the authentication process is OK (when it is determined that the customer has been interviewed), the web server 12 permits the interview, displays the requested sales document on the mobile terminal 2, and performs compliance. Violation detection processing starts.

The mobile terminal 2 displays sales documents, and the sales clerk explains the product. During the business activity, the mobile terminal 2 stores the operation details of the sales staff, acquires the recording data, the recording data, and the position information, and periodically transmits them to the web server 12. These data are used in the compliance violation detection process in the web server 12.
Also, the completed sales document created during the sales activity is stored, and uploaded to the web server 12 after the interview.

The compliance violation detection process will be described in detail later with reference to FIG. 10, but the web server 12 periodically starts from the mobile terminal 2 based on the compliance violation determination information set in advance for each sales document. The recorded data, the recorded data, and the operation log data that are transmitted automatically are compared with violation criteria to determine whether they are appropriate, that is, whether there is no compliance violation.
When a violation is detected, the web server 12 adds and holds the violation points in the interview, leading to a correct explanation, or when the violations overlap and the cumulative violation points exceed a threshold value. Forcibly cancel the transaction.

  Then, the web server 12 continues to detect authentication and compliance violation until the end notification is transmitted to the mobile terminal 2 or the end notification for notifying the end of the interview is received from the mobile terminal 2.

Further, when the mobile terminal 2 transmits an end notification at the end of the interview, the mobile terminal 2 attaches the electronic signature and the electronic certificate to the stored sales document, recorded data, and recorded data, and transmits them to the web server 12. To do. The web server 12 decrypts the data with the public key in the electronic certificate, transmits it to the database server 11, and the database server 11 stores it in the database. The process of uploading to the database server 11 will be described later with reference to FIG.
In this way, the operation of this system is performed.

[Sequence of authentication processing in this system: FIG. 3]
Next, the authentication processing sequence in this system will be described with reference to FIG. FIG. 3 is a sequence diagram showing a sequence of authentication processing in the present system. The authentication process is a process of authenticating whether the sales employee is explaining to the customer.
In practice, the authentication process shown in FIG. 3 and the compliance violation detection process of the web server 12 shown in FIG. 10 and the message display process of the mobile terminal 2 shown in FIG. Although it is repeated periodically, in order to simplify the explanation, it will be explained separately.

As shown in FIG. 3, in this system, the salesperson connects the customer's USB token to the mobile terminal 2 at the start of the interview, inputs the password to log in to the application (S1), and starts the interview. Is pressed (S2). The USB token may be inserted after the interview.
The mobile terminal 2 transmits an interview start notification to the web server 12 (S3), and downloads sales documents (customer explanation materials) (S4). At the start of the interview, information identifying the customer such as a customer number is also transmitted.

When the web server 12 receives the interview start notification, the web server 12 starts an authentication process.
The mobile terminal 2 starts acquiring position information, recording, recording, and accumulating operation logs.
Then, at regular intervals (for example, every minute), position information data of longitude / latitude is acquired from the GPS unit 24 and transmitted (S5), recording data is transmitted (S6), and recording data is transmitted (S7). The operation log is transmitted (S8). The positional information data, recording data, recording data, and operation log data acquired during the interview are referred to as “interview status data”.

  The web server 12 receives data from the mobile terminal 2 and performs authentication. Specifically, the position information data is periodically received (S9), the recording data is received (S10), the recording data is received (S11), and the operation log is received (S12). Then, position information authentication processing is performed (S13), voice authentication processing is performed (S14), and face authentication processing is performed (S15). The result of each authentication process is retained.

Then, the web server 12 makes an authentication determination based on the result of each authentication process (S16), and if it is an authentication error (authentication NG), notifies the mobile terminal 2 of an end instruction (S17), and FIG. The process proceeds to (C), and the process of uploading the interview status data up to that point is performed.
If the authentication is successful (authentication OK) in step S16, the web server 12 proceeds to a compliance violation detection process (A) in FIG.

Further, the mobile terminal 2 determines whether or not an end instruction has been received (S20), and if received, the display of the sales document and the acquisition of the interview status data are stopped and the interview is ended (S21). The process proceeds to (D) and uploads the interview status data up to that point.
When the end instruction is not received in the process 20, the process proceeds to the message display process (B) in FIG. 12, and the display of the sales document and the acquisition of the interview status data are continued.
In this way, the authentication processing sequence in the present system is performed. As described above, the authentication process sequence, the compliance violation detection process of the web server 12, and the message display process of the mobile terminal 2 are periodically performed while the interview is being performed.

  In FIG. 3, the web server 12 performs authentication processing based on data from the mobile terminal 2, but information such as the customer's address, authentication voice data, and authentication face data is stored in the mobile terminal 2. It is also possible to store the information and perform the authentication process only with the mobile terminal 2.

[Location information authentication processing: FIG. 4]
Next, the position information authentication processing sequence shown in S13 of FIG. 3 will be described with reference to FIG. FIG. 4 is a sequence diagram showing a sequence of position information authentication processing.
As shown in FIG. 4, the web server 12 outputs an acquisition request for address information of the customer of the interview partner to the database server 11 based on the information from the mobile terminal 2 (S31).
Based on the request, the database server 11 reads out the address information of the customer and outputs it to the web server 12 (S32).

The web server 12 transmits the address information to an external location information service site and requests conversion to location information (S33).
The location information service site converts the customer's address into location information represented by latitude and longitude (S34), and transmits it to the web server 12 (S35).
The web server 12 compares the position information received from the position information service site with the position information transmitted from the mobile terminal 2 to perform authentication determination (S36), and if the position is within a predetermined range, The information authentication is OK, and if it is out of range, the authentication is NG, and the process proceeds to step S16 in FIG.
In this way, the position information authentication processing sequence is performed.

[Voice authentication processing]
Next, the voice authentication process shown in process S14 of FIG. 3 will be described.
When the web server 12 receives voice data (recorded data) from the mobile terminal 2, the web server 12 requests the database server 11 for authentication voice data registered in advance as customer information of the customer, and receives the received voice data and authentication voice. The voice prints, moustaches, dialects, etc. of the data are compared to determine whether the voices are the same person.
If it is determined that the voice is the same person, the voice authentication is OK, and if it is not determined that the voice is the same person, the voice authentication is NG and the process proceeds to step S16 in FIG.

[Face recognition processing]
Next, the face authentication process shown in process S15 of FIG. 3 will be described.
When the web server 12 receives the face data (recorded data) from the mobile terminal 2, the web server 12 requests the database server 11 for authentication face data registered in advance as customer information of the customer, and receives the received face data and authentication face. It is determined whether the faces of the same person are compared with the data.
If it is determined that the face is the same person, the face authentication is OK, and if it is not determined that the face is the same person, the face authentication is determined as NG and the process proceeds to step S16 in FIG.

In this way, in this system, through location information authentication processing, voice authentication processing, face authentication processing, interviews at locations other than the customer's home registered in advance, interviews with a partner whose voice is different from the customer's own voice, It is possible to monitor in real time what is being explained to the customer by prohibiting an interview with a partner whose face is different from the customer's own face.
Further, by using a plurality of authentication processes, it is possible to more accurately determine that the customer is the customer.

[Compliance violation detection processing]
When it is authenticated that the salesperson is interviewing the customer, the mobile terminal 2 continues the interview, and the web server 12 performs a compliance violation detection process. Further, the mobile terminal 2 performs a message display process for displaying a message for calling attention by an instruction from the web server 12.
As a result, in this system, it is possible to check in real time whether or not sales activities in accordance with compliance are being performed. The compliance violation detection process will be described later.

[Compliance violation judgment item table: FIG. 5]
Before describing the compliance violation detection process in the web server 12, information used for compliance violation detection will be specifically described.
In the database server 11 of this system, in order to detect a compliance violation, what kind of viewpoint a compliance violation is detected for each sales document is set in advance and stored in the compliance violation determination item table. In the compliance violation detection process, the web server 12 reads out necessary information and detects violations.

FIG. 5 is a schematic explanatory diagram of a compliance violation determination item table stored in the database server 11.
As shown in FIG. 5, the compliance violation determination item table defines which item is used to detect whether there is a compliance violation in correspondence with the sales document.
The items include “page turning interval”, “keyword”, “visual confirmation”, and “check list”. Here, it is shown that items with a circle are set.

When “page turning interval” is set, it is detected whether or not the interval at which the page turning operation is performed is appropriate. The page turning interval is obtained from the operation log. Further, the page turning interval corresponds to the length of the explanation time of the page.
When “keyword” is set, it is detected whether or not an important word appears when explaining the page. The presence or absence of a keyword is detected from the recorded data.
When “visual confirmation” is set, it is detected whether or not the customer visually confirms a specific part of the sales document. Whether or not the visual confirmation is performed is detected based on the movement of the eyes of the customer in the recorded data.
When “checklist” is set, the checklist is displayed to detect the presence or absence of violation. The check list will be described later.

  In the example of FIG. 5, for the document ID “XXX”, “page turning interval”, “keyword”, and “visual confirmation” are set as detection items, and it is checked whether the page turning interval is appropriate. It is stipulated that the presence or absence of a compliance violation is detected by performing processing for checking whether or not there is a keyword and processing for checking whether or not a customer's visual confirmation state is appropriate.

  In addition, the document ID “XX △△” is set to detect whether there is a violation based on the “check list”, and the document ID “XXXXX” is checked whether there is a violation due to “page turning interval” and “keyword”. Detection is set.

[Criteria for detecting violations for each compliance violation judgment item]
In the database server 11 of this system, in compliance violation detection using each compliance violation determination item (determination item), a reference value (reference range) for determining whether or not there is a violation and the number of violation points in case of violation Is stored in the reference table.
Since the determination criteria differ for each sales document, a reference table is provided for each sales document.
The reference table for each determination item will be specifically described with reference to FIGS.

[Page turning interval table: FIG. 6]
A page turning interval table serving as a determination criterion for the compliance violation detection process using the page turning interval as a detection item will be described with reference to FIG. FIG. 6 is a schematic explanatory diagram illustrating an example of a page turning interval reference table.
As shown in FIG. 6, in the page turning interval table, for each document ID, a page number, a time appropriate for explaining the page (standard page turning interval), and the number of violation points in case of violation are stored. ing.

For example, for the document ID “XXX”, standard page turning intervals such as 1-2 minutes for the first and second pages and 5-10 minutes for the third page are stored. The standard page turning interval can be set arbitrarily.
In addition, the number of violation points in the case of violation is stored corresponding to each page. In the example of FIG. 6, the page turning interval of the third page on which the important matters are described is 10 on the first and second pages. If it is not appropriate, that is, out of the standard range, 30 violation points will be added. The number of violation points can be set arbitrarily, and the same violation score may be used for all pages.

  The web server 12 detects which page of which document is displayed based on the operation log from the mobile terminal 2, the page turning operation in which the page is displayed, and the page that has shifted to another page The interval (page turning interval) with the turning operation is calculated. Then, the calculated page turning interval value is compared with the standard page turning interval of the page turning interval table to determine whether there is a compliance violation.

[Keyword table: FIG. 7]
Next, a keyword table that stores criteria for compliance violation detection processing using keywords as detection items will be described with reference to FIG. FIG. 7 is a schematic explanatory diagram illustrating an example of a keyword table.
As shown in FIG. 7, in the keyword table, for each document ID, a page number, a keyword that is indispensable for explaining the page, and a violation score in case of violation are stored.

In the example of FIG. 7, the keyword is not set on the first page of the document ID “XXX”, but the description is set using the keyword “aaa” on the second page, The third page is set to be described using the keyword “bbb”.
In the keyword table, keywords can be set arbitrarily. For example, a long keyword of about 100 characters may be set, or a plurality of keywords may be set corresponding to one page.

Furthermore, although the keyword which should appear is prescribed | regulated here, the keyword which should not appear may be memorize | stored.
Also, the number of violation points can be set arbitrarily, and in the case of an important keyword violation, a large violation score may be added.
Furthermore, as a criterion for determining a keyword, not only the presence / absence of the keyword but also the number of appearances of the keyword may be defined, and it may be determined whether or not the number of occurrences of the keyword has been described.

  The web server 12 extracts the sales staff's explanation voice from the recording data from the mobile terminal 2, detects the appearance of an essential keyword or prohibited keyword defined in the keyword table, and determines whether there is a compliance violation.

[Visual confirmation table: FIG. 8]
Next, a visual confirmation table for storing determination criteria of the compliance violation detection process using the visual confirmation of the customer as a detection item will be described with reference to FIG. FIG. 8 is a schematic explanatory diagram illustrating an example of a visual confirmation table.
As shown in FIG. 8, in the visual confirmation table, for each document ID, a page number, a location (visual position) where the customer needs visual confirmation on the page, and the number of violation points in the case of violation are stored. .

In the example of FIG. 8, the viewing position of the first page of the document ID “XXX” is set to “center”, “upper” is set to the second page, and “lower” is set to the third page. Yes.
Further, in addition to visual confirmation, a reference may be set as a determination target for a customer's body movement (whipping, swinging, necking, etc.) and facial expression.

  The web server 12 detects from the customer's line of sight of the recorded data from the mobile terminal 2 which position of the mobile terminal 2 is being viewed, and whether or not there is a compliance violation compared with the position specified in the visual check table Determine.

[Check list table: FIG. 9]
Next, the check list table will be described with reference to FIG. FIG. 9 is a schematic explanatory diagram of a check list table.
The check list is a list for confirming whether the explanation items (check items) are surely explained for each sales document. For example, the screen of the mobile terminal 2 is divided into two and the sales document is displayed on one side. The checklist is displayed on the other side. The sales staff can surely give the necessary explanation by explaining the sales document while looking at the checklist.

As shown in FIG. 9, in the check list table, check items are stored in the order of description, and the corresponding page number, description time, keyword, and number of violation points are stored.
The order of the check items (description order) can be arbitrarily set, and a plurality of pages may be required to explain one check item.

  In the example of FIG. 9, items such as “prevention of misidentification with deposit”, “confirmation of customer suitability”, “explanation of prospectus”, “explanation of important matters”, etc. are stored as check items. Corresponding page numbers, explanation times, keywords, and violation points are stored. The explanation time is synonymous with the above-described page turning interval.

Then, the web server 12 compares the operation log and the recording data from the mobile terminal 2 with the reference of the check list table, and determines whether the explanation time and the keyword are appropriate.
Further, as a criterion for determining a keyword, not only the presence / absence of the keyword but also the number of appearances of the keyword may be defined, and it may be determined whether or not the number of appearances has been described.

[Compliance violation detection processing: FIG. 10]
Next, the compliance violation detection process in the web server 12 will be described with reference to FIG. FIG. 10 is a flowchart showing a compliance violation detection process in the web server 12.
The compliance violation detection process is performed as a process following (A) of FIG.
As shown in FIG. 10, if the authentication is OK in the process S <b> 16 of FIG. 3, the web server 12 displays the compliance violation determination item of the document currently displayed on the mobile terminal 2 from the compliance violation determination item table shown in FIG. 5. Read (200).

  Then, the web server 12 determines whether or not the reference table corresponding to the read compliance violation determination item has already been acquired (202), and if it has not been acquired (in the case of No), the reference table is stored in the database server 11. Request (204). The request for the reference table is transmitted with the document ID and the compliance violation determination item.

If the reference table has already been acquired in the process 202 (Yes), the web server 12 determines what the determination item is (206), and the determination item is the page turning interval. If there is, a page turning interval determination process is performed (210), and if it is a keyword, a keyword determination process is performed (220).
In the process 206, if the determination item is a visual confirmation, the web server 12 performs a visual confirmation determination process (230). If the determination item is a check list, the web server 12 performs a check list determination process (240).

  When a plurality of compliance violation determination items are set and a plurality of processes 210, 220, 230, and 240 are performed, these processes may be performed in parallel or sequentially.

  As described above, in the page turning interval determination process (210), the web server 12 calculates the page turning interval based on the operation log from the mobile terminal 2, refers to the page turning interval table, and determines whether there is a violation. judge.

  In the keyword determination process (220), the web server 12 detects whether or not a keyword defined in the keyword table has appeared in the description based on the audio data from the mobile terminal 2, and whether or not there is a violation. Determine.

  In the visual confirmation determination process (230), the web server 12 detects whether or not the customer has viewed the position defined in the visual confirmation table based on the recording data from the mobile terminal 2, and determines whether there is a violation. judge.

Although the check list determination process (240) will be described later, when the determination item is a check list, the web server 12 transmits check list display data to the mobile terminal 2 and instructs the display of the check list.
Then, based on the operation log and the recording data from the mobile terminal 2, it is detected whether or not the criteria defined in the check list table are satisfied, and whether or not there is a violation is determined.

Then, the web server 12 determines whether or not a violation is detected in each determination process (250), and if there is no violation, the process proceeds to the process 262.
If there is a violation in the process 250, the number of violations corresponding to each violation is added to the accumulated number of violations in the interview and held (252), and it is determined whether the accumulated number of violations exceeds the threshold (254). .

When the accumulated violation score exceeds the threshold value in the process 254 (in the case of Yes), the web server 12 transmits an end instruction to the mobile terminal 2 (260), and proceeds to (C) of FIG. , Upload data.
Thereby, when violations overlap, the transaction by the mobile terminal 2 is stopped, and it is possible to prevent a product such as a financial product from being sold by an inappropriate sales method.

Further, when the accumulated violation score is equal to or less than the threshold value in the process 254 (No), the web server 12 determines whether or not the interview end notification has been received from the mobile terminal 2 (262). If it is (Yes), the process proceeds to (C) in FIG. 13 and data is uploaded.
When the interview end notification is not received in process 262 (in the case of No), the process proceeds to process S9 in FIG. 3, and the authentication process and the compliance violation detection process are repeated.
In this way, the processing of the web server 12 is performed.

Note that the web server 12 holds the result of the authentication process and the result of the compliance violation detection process as the state of the mobile terminal 2 during the interview, and a screen for monitoring the status of each mobile terminal 2 from the management terminal 13. When a display instruction is input, a monitoring screen for displaying the result of the authentication process and the result of the compliance violation detection process is output for each mobile terminal 2.
The monitoring screen will be described later.

  In FIG. 10, the web server 12 performs the compliance violation detection process based on the data from the mobile terminal 2, but stores the data serving as the determination criteria illustrated in FIGS. 6 to 9 in the mobile terminal 2. In addition, it is possible to configure so that the compliance violation detection process is performed only by the mobile terminal 2.

[Example of checklist display: Fig. 11]
Next, a display example of a check list on the mobile terminal 2 will be described with reference to FIG. FIG. 11 is an explanatory diagram illustrating a display example of a check list on the mobile terminal 2.
As illustrated in FIG. 11, when the mobile terminal 2 receives an instruction to display a check list from the web server 12, the mobile terminal 2 divides the screen to display a sales document and a check list.

  The checklist in FIG. 11 corresponds to the checklist table shown in FIG. 9 and includes check items such as “preventing misidentification with deposit”, “confirming customer suitability”, “explanation of prospectus”, and “important matters”. Explanation ".

The state of FIG. 11 shows that the check items of “prevent misidentification with deposit” and “confirm customer compatibility” have been properly completed and the check has been input, and the sales staff has explained the prospectus. This is a state where an attempt to input a check is made after considering that the explanation has been completed.
In this example, as a result of the compliance violation detection process (checklist determination process (240) of FIG. 10) based on the checklist table being detected by the web server 12, a violation was detected in “Explanation of the prospectus”. The check item “Description” indicates that the item could not be entered.

Further, in the check list determination process, when a violation is detected, the web server 12 transmits an error message (caution message) corresponding to the violation, and the mobile terminal 2 displays the warning message. Here, a warning message indicating that “risk explanation is insufficient” is displayed.
Furthermore, the web server 12 outputs an instruction to redisplay the page that was insufficient on the mobile terminal 2 to display the page.

The sales staff is prohibited from inputting the check and displays a caution message, so that the location where the explanation was not appropriate can be recognized, and the page displayed again can be explained again.
Thus, in this system, by using the check list, it is possible to guide without an instructor so that even an inexperienced salesperson can give an appropriate explanation.

As described above, the sales staff may perform the input operation of the check in the check list, or the web server 12 determines that the explanation that satisfies the criteria defined in the check list table has been made. In this case, a check input instruction may be transmitted, and the mobile terminal 2 may automatically input the check according to the instruction.
When the check is configured to be entered automatically, if the explanation does not meet the criteria, an error message stating that the explanation is insufficient will not change the display page even if the salesperson performs a page turning operation. Display.

[Message Display Processing in Mobile Terminal 2: FIG. 12]
Next, message display processing in the mobile terminal 2 will be described with reference to FIG. FIG. 12 is a flowchart showing message display processing in the mobile terminal 2.
The message display process of FIG. 12 is performed as a process following (B) shown in FIG.
As shown in FIG. 12, when the mobile terminal 2 does not receive the end instruction in the process S20 of FIG. 3 (B), the mobile terminal 2 continues to display the sales document and determines whether or not the interview end button has been pressed. (300) When the interview end button is pressed (in the case of Yes), as the interview ends, the display of the sales document and the acquisition of the interview status data are ended, and the sales document edited so far and Interview status data is read (318). And it transfers to (D) of FIG. 13 and uploads to a database.

  If the interview end button is not pressed in the process 300 (in the case of No), the mobile terminal 2 determines whether or not an end instruction associated with exceeding the cumulative violation score has been received from the web server 12 (310). If an end instruction is received (in the case of Yes), an interview end message is displayed (311), and the process proceeds to processing 318.

  If the termination instruction is not received in the process 310 (in the case of No), the mobile terminal 2 determines whether or not a notice of attention accompanying the checklist determination process is received from the web server 12 (312). When the notification is not received (in the case of No), the process proceeds to the process S5 in FIG. 3, and the display of the sales document, the acquisition and transmission of the interview status data, and the message display process are repeated as the process during the interview. .

When the notice of attention is received in the process 312 (in the case of Yes), an error message (caution message) as shown in FIG. 11 is displayed according to the notice of notice (314).
Then, the mobile terminal 2 displays the screen designated by the notice of notice again (316), moves to the process S5 of FIG. 3, and performs the process during the interview.
In this way, processing of the mobile terminal 2 is performed. As a result, if there is a compliance violation, a message is displayed in real time, and the sales staff can be notified accordingly.

[Operation after the interview]
When the interview using the mobile terminal 2 ends, the mobile terminal 2 uploads the stored interview situation data (position information, recording data, recording data, operation log) and edited sales document data to the database. To do.
At this time, the system uses an electronic signature to prove that the data has not been falsified and that the data is in an interview with the customer.

[Electronic signature]
The electronic signature will be briefly described.
As preparations for conducting an interview with a customer, a pair of an encryption key (private key) and a public key is created in advance, and the public key is registered in the external certificate authority 4 to create an electronic certificate.
Then, the USB token 3 storing the electronic certificate and the encryption key is distributed to the customer. Note that the USB token 3 may be substituted with one for sales staff.

The salesperson inserts the customer-use USB token 3 into the mobile terminal 2 at the start of the interview or after the end of the interview.
After the interview is finished, the mobile terminal 2 encrypts the location information, recorded data, recorded data, interview status data of the operation log, and the completed sales document with the encryption key in the USB token, and signs an electronic signature. The electronic signature is created, added to the interview status data and the sales document, and transmitted to the web server 12 together with the electronic certificate.

The web server 12 verifies (decrypts) the electronic signature using the public key in the electronic certificate, and authenticates that it has not been tampered with and is information in the interview with the customer.
In this way, authentication by electronic signature is performed.

[Uploading interview status data and sales documents: Fig. 13]
Next, interview status data and sales document uploading performed after the interview will be described with reference to FIG. FIG. 13 is a sequence diagram showing a sequence of uploading interview status data and sales documents.
As shown in FIG. 13, the processing of the mobile terminal 2 is performed following the authentication processing sequence (D) shown in FIG. 3 or the message display processing (D) shown in FIG. 12.
After the interview is completed (D), the mobile terminal 2 reads the encryption key from the USB token 3 (S41), creates a message digest from the interview status data using a hash function, encrypts it using the encryption key, A signature is created (S42).

Then, the mobile terminal 2 reads the stored interview status data (position information, recording data, recording data, operation log) and the sales document reflecting the editing, and adds the created electronic signature (S43). . The interview status data may be any of position information, recorded data, recorded data, and operation log. For example, only recorded data and recorded data may be used.
Then, the mobile terminal 2 transmits the interview status data and the sales document with the electronic signature added thereto together with the electronic certificate including the public key to the web server 12 (S44).

The processing of the web server 12 is performed subsequently to (C) of the authentication processing sequence shown in FIG. 3 or (C) of the compliance violation detection processing shown in FIG.
Upon completion of the interview (C), the web server 12 receives the interview status data and the sales document to which the electronic signature is added from the mobile terminal 2 and the electronic certificate, and then receives the electronic signature with the public key included in the electronic certificate. And a message digest is extracted (S45).

  At the same time, the web server 12 creates a message digest using the hash function from the received interview situation data and the sales document, and confirms that both match by comparing with the message digest decrypted in S45. Authenticate (S46).

Then, the web server 12 transmits the interview status data with the electronic signature, the sales document and the electronic certificate to the database server 11 (S47), and the database server 11 receives the interview status data with the electronic signature and The sales document and the electronic certificate are stored in the database (S48).
In this way, the upload sequence is performed.

[Display example on the management terminal: FIG. 14]
Next, a display example on the management terminal will be described with reference to FIG. FIG. 14 is an explanatory diagram showing a display example on the management terminal 13.
In this system, the status of the interview at each mobile terminal 2 can be confirmed on the screen of the monitoring terminal 13.
When an instruction to display a merchandise sales system monitoring screen (monitoring screen) is input from the management terminal 13, the web server 12 reads out the authentication status and compliance violation status of the mobile terminal 2 being interviewed and generates monitoring screen data. And output to the management terminal 13.

As shown in FIG. 14, on the monitoring screen, the terminal number and each status are displayed. In the example of FIG. 14, it is understood that the terminals 1, 2, and 3 are all authenticated OK, and a warning error is output for the terminal 2.
As a result, in this system, the administrator can remotely monitor whether or not the sales activities by the sales staff are performed in accordance with laws and regulations.
This system may be used as a sales support system for financial products, and can also be applied to products other than financial products (various products such as pharmaceuticals and foods).

[Effect of the embodiment]
According to the merchandise sales support system according to the embodiment of the present invention, the mobile terminal 2 periodically acquires position information, voice data, and face data during an interview and transmits them to the web server 12, and the web server 12 By comparing these data with the address, customer voice characteristics, and facial characteristics data stored as customer information, you can confirm that you are meeting with the customer at the customer's address. It is possible to authenticate in real time that this is an interview.

  In addition, according to the present system, the mobile terminal 2 periodically acquires position information, voice data, face data, and operation logs during the interview and transmits them to the web server 12, and the web server 12 Since data is compared with judgment criteria and compliance violations are detected, if there is a compliance violation, it can be detected in real time, and if the violations overlap, the transaction can be stopped, complying with laws and regulations. There is an effect that can prevent the sale of goods in no sales activities.

  In addition, according to the present system, the web server 12 stores in advance the determination criteria corresponding to the items in the check list, displays the check list on the mobile terminal 2, and the sales staff explains it while watching it. Yes, if a check is entered when the explanation of the check item is completed, the web server 12 obtains the keyword and the page turning interval from the recording data and the operation log, and compares them with the judgment criteria of the check list. For example, a warning message is displayed on the mobile terminal 2 and the check item page is re-displayed. This has the effect of prompting attention in real time and leading to sales activities in accordance with laws and regulations.

  In addition, according to this system, the mobile terminal 2 uploads the interview status data acquired during the interview and the edited sales document with an electronic signature using a customer-specific encryption key. The server 12 can prove that the received data has not been tampered with and that the data has been acquired through an interview with the customer, and has the effect of preventing fraud and trouble.

  In addition, according to the present system, the management terminal 13 can monitor the authentication state and compliance violation state in each mobile terminal 2 in real time, and has an effect that can be used for educating salespeople.

  The present invention is suitable for a merchandise sales support system that can support business activities in accordance with laws and regulations.

  1 ... In-house system, 2 ... Mobile terminal, 3 ... USB token, 4 ... Certification authority, 5 ... Location information service site, 11 ... Database server, 12 ... Web server 13 ... Management terminal, 20 ... Antenna, 21 ... Communication unit, 22 ... Sending / receiving unit, 23 ... Microphone, 24 ... GPS unit, 25 ... LCD panel, 26 ... Camera, 27 ... Control unit, 28 ... Storage unit, 29 ... USB connection terminal, 111 ... Product database, 112, 121 ... Communication unit

Claims (3)

A product sales support system comprising a database for storing product description documents, a server for browsing the product description documents via a network, and a mobile terminal for displaying the product description documents,
The database stores, as a criterion, a page turning interval when an appropriate explanation is made corresponding to each page of the product description document,
When the server is requested to browse the product description document from the mobile terminal, the server reads and holds the determination standard corresponding to the product description document, and stores the product description document in the mobile terminal. When the page turning interval for each page is calculated based on an operation log that is displayed and periodically transmitted from the mobile terminal, and the calculated page turning interval deviates from the determination criterion corresponding to the page Is determined as a compliance violation , the violation points are added and retained as a cumulative violation score, and when the cumulative violation score exceeds a threshold, the display of the product description document on the mobile terminal is stopped. Product sales support system characterized by letting A product sales support system comprising a database for storing product description documents, a server for browsing the product description documents via a network, and a mobile terminal for displaying the product description documents,
The database stores the movement of the customer's body when an appropriate explanation is made corresponding to each page of the product explanation document as a criterion,
When the server is requested to browse the product description document from the mobile terminal, the server reads and holds the determination standard corresponding to the product description document, and stores the product description document in the mobile terminal. Based on the operation log and recorded data periodically transmitted from the mobile terminal, the page being displayed is identified and the movement of the customer's body is detected, and the detected body movement is displayed on the page. When it deviates from the corresponding judgment criterion, it is determined as a compliance violation, and the violation score is added and held as a cumulative violation score. When the cumulative violation score exceeds a threshold value, the mobile terminal The product sales support system is characterized in that display of the product description document is stopped .   The database stores violation points corresponding to each page of the product description document,
  3. The product sales support system according to claim 1, wherein when the server determines that the compliance is violated, the server adds a violation score corresponding to the page for which the compliance violation is determined.

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