JP7065533B2 - Matching support system - Google Patents

Description

The present invention relates to a support system that promotes matching between a customer who desires or is considering remodeling a home or other residence (including a place that also serves as a workplace or a store) and a contractor involved in the remodeling.

Traditionally, remodeling companies and the like have been engaged in various advertising activities in order to receive orders for remodeling business such as used houses. Among them, it is possible to hold a relatively large-scale event (see the non-patent literature below as an example) with exhibition booths of multiple remodeling companies and housing equipment companies, or to set up a showroom. It is being recognized that it is effective in enhancing sex.

In conventional events and showrooms, a questionnaire form that also serves as admission registration is handed to the customer at the reception desk, the customer is identified based on the contents described on the form, and the customer's interests are extracted. In addition, sales representatives listen to detailed circumstances and wishes from customers and collect the information necessary for the ex-post approach.

However, at present, the so-called current adjustment rate, that is, the rate of going to the site where the customer's house is located to investigate the building and estimate the remodeling cost, is only about 20% of the customers who visited the event venue or showroom. ing. This is because the contents of the questionnaire are limited to basic items (for example, customer's name, address, contact information, building type, age, size or layout, house name, remodeling history, etc.). You haven't stepped into the essence of your needs, the skills of individual salespeople who listen to your customers vary widely, and you miss important points about your customers, or you haven't been able to collect useful information for targeting and remodeling proposals. It is considered that the cause is that even if the sales person can get the information that approaches the needs from the customer, it cannot be properly recorded and made into a database.

After all, the main focus was on randomly approaching customers who visited in the past by telephone, direct mail, e-mail, direct visits, etc., and the results were small compared to the effort. ..

"Great Remodeling Expo", [online], Sumitomo Realty & Development, [Search on April 30, 2nd year of Reiwa], Internet <URL: https://www.sokkuri3.com/lp/event/2018/>

The present invention accurately listens to information that approaches the needs of customers who wish or are considering remodeling their homes, creates a database, and makes it possible to utilize it for later targeting and remodeling proposals, further increasing the current adjustment rate. It is the intended purpose.

In order to solve the above-mentioned problems, the present invention is a system for listening to and accumulating information about a customer who wants or is considering remodeling a house, and is a listener who wants to hear information from the customer. On the other hand, refer to a predetermined number of question items to be presented to the customer, a question teaching means for teaching information of the purpose of each question item which is referred only to the listener and not presented to the customer, and information taught by the question teaching means. The answer receiving means that accepts the input of the customer's answer to the predetermined number of question items that the listener asked the customer, and the answer by the customer received by the answer receiving means are stored in association with the information that identifies the customer. A matching support system equipped with a storage means was constructed.

The question teaching means is typically a sheet in which a predetermined number of question items and information to the effect of each question item are described.

The answer receiving means collects a voice answer by a customer, obtains text data from the voice data of the answer through voice recognition, and the storage means collects the text data of the answer by the customer or a word or sentence extracted from the text data. If the system stores the customer in association with the information that identifies the customer, the response from the customer can be collected more efficiently and more reliably.

Further, among the search receiving means that accepts the input of the search condition and the answer stored in the storage means, the customer who searches for the answer that matches the search condition received by the search receiving means and is associated with the answer. If the system is equipped with a result output means that extracts and outputs information that identifies the customer, customers can be segmented through the selection of search conditions, and customers that belong to a specific segment can be effectively approached or specified. It will be easy to make proposals specific to the customer group belonging to the segment.

According to the present invention, it becomes possible to accurately listen to information that approaches the needs of customers who wish or are considering remodeling their homes, create a database, and utilize it for later targeting and remodeling proposals. You can expect improvement.

The figure which shows the outline of the matching support system of one Embodiment of this invention. The figure which shows the hardware resource which the computer which is an element of the matching support system of the same embodiment has. The functional block diagram of the matching support system of the same embodiment. The figure which illustrates the sheet which is the question teaching means of the matching support system of the same embodiment. The figure which illustrates the sheet which is the question teaching means of the matching support system of the same embodiment. The figure which illustrates the sheet which is the question teaching means of the matching support system of the same embodiment. The figure which illustrates the sheet which is the question teaching means of the matching support system of the same embodiment. The figure which illustrates the sheet which is the question teaching means of the matching support system of the same embodiment. The figure which illustrates the sheet which is the question teaching means of the matching support system of the same embodiment. The figure which illustrates the sheet which is the question teaching means of the matching support system of the same embodiment. The figure which illustrates the sheet which is the question teaching means of the matching support system of the same embodiment. The figure which exemplifies the information of the answer by a customer which the matching support system of the same embodiment stores and holds. The figure which exemplifies the information which identifies a customer which the matching support system of the same embodiment stores and holds.

An embodiment of the present invention will be described with reference to the drawings. The matching support system of the present embodiment is used by a listener I who, for example, in an event venue or a showroom, faces a customer C who visits the place and tries to hear the circumstances and wishes from the customer C. As shown in FIG. 1, the matching system includes a sheet 100 as a question teaching means for teaching a predetermined number of question items Q and information of a purpose P for each question item Q to the listener I, and the listener I. The element is a computer 1 that receives input of the answer of the customer C to the question item Q asked to the customer C, stores the information, and accumulates the information.

The computer 1 is, for example, a known general-purpose personal computer, a workstation, a portable information terminal such as a tablet computer 1 or a smartphone, or a mobile phone terminal. As shown in FIG. 2, the computer 1 includes a processor (Central Processing Unit) 1a, a main memory 1b, an auxiliary storage device 1c, a video codec 1d, an audio codec 1e, a display 1f, a microphone 1g, a communication interface 1h, and an operation input device 1i. These are provided with hardware resources such as, and these are controlled by 1j such as a system controller and an I / O controller to operate in cooperation with each other.

The auxiliary storage device 1c is a flash memory, a hard disk drive, or the like. The video codec 1d generates a screen to be displayed based on a drawing instruction received from the processor 1a, and sends the video signal to the display 1f via the output interface 1g, such as a GPU (Graphics Processing Unit), a screen, or a screen. The element is a video memory or the like that temporarily stores image data. The audio codec 1e digitizes and encodes the voice collected by the microphone 1g into voice data. The video codec 1d and the audio codec 1e can be implemented as software instead of hardware, respectively. The communication interface 1h is a device for the computer 1 to perform information communication with an external computer or other devices by wire and / or wirelessly, and is typically a PAN (Personal Area Network) or a LAN (Local). A device that sends and receives data signals through telecommunication lines such as Area Network), WAN (Wide Area Network), and the Internet. The communication interface 1h includes a wireless transceiver that embodies wireless communication via a wireless LAN, a mobile phone network, a WiMAX (Worldwise Ethernet interface) network, Bluetooth (registered trademark), etc., and wired communication via a wired LAN or the like. The NIC (Network Interface Controller), USB (Universal Serial Bus), etc. to be embodied are included. The operation input device 1i is a pressing button operated by a user with a finger, a keyboard, a pointing device such as a touch panel or a mouse, and the like.

In the computer 1, the program to be executed by the processor 1a is stored in the auxiliary storage device 1c, and when the program is executed, the program is read from the auxiliary storage device 1c into the main memory 1b and decoded by the processor 1a. The computer 11 operates the above-mentioned hardware resources according to the program, and at least functions as the answer receiving means 101, the storage means 102, the search receiving means 103, and the result output means 104 shown in FIG.

As shown in FIGS. 4 to 11, the sheet 100, which is a question teaching means, describes a predetermined number of question items Q and a purpose P for each question item Q, and makes them a listener I facing the customer C. It is visually recognized to help the listener I to accurately hear the situation of the customer C. The number of question items Q is such that the listener I can complete the hearing with the customer C within about one hour, for example, eight items Q. As a specific example of question item Q,
1. 1. The reason why customer C planned a remodeling (or visited an event venue, etc.) (Fig. 4)
2. 2. Request (contents) for remodeling and the reason (Fig. 5)
3. 3. Other than the above requests, problems and dissatisfactions (Fig. 6)
4. Anxiety and what you want to ask at the moment (Fig. 7)
5. Places and times that are especially important in the lives of Customer C or his family (Fig. 8)
6. Dissatisfied with the amount of storage, and especially troubled luggage (Fig. 9)
7. By what time do you want to complete the remodeling (Fig. 10)
8. Budget currently assumed by customer C (Fig. 11)
And so on. The listener I who received the instruction of the question item Q from the sheet 100 as the question teaching means presents the question item Q to the customer C and asks a question. In addition, when asking the question, the listener I asks the customer C to talk about the purpose P of the question item Q displayed on the sheet 100 accompanying each question item Q, and more specifically, the purpose of the question and the customer C. By receiving the instruction of what is important, we will endeavor to hear the necessary and sufficient answers from customer C. Unlike the question item Q itself, the purpose P of the question item Q is usually referred to and recognized only by the listener I, and is not presented to the customer C. The sheet 100 is also provided with a memo field M that the listener can arbitrarily write.

Among the functions embodied by the computer 1, the response receiving means 101 accepts the input of the customer C's answer to each question item Q that the listener I asks the customer C. In the present embodiment, the voice of the question uttered by the listener I and the answer uttered by the customer C by the voice is collected through the microphone 1 g, and the voice data is acquired. Further, the response receiving means 101 acquires text data from the voice data by using a known voice recognition method (which may be based on artificial intelligence or a neural network). At this time, a specific phrase or a sentence including such a phrase suggesting the potential demand of the customer C may be extracted, and only the phrase or the sentence portion may be acquired as text data from the voice data. The dictionary information, which is a set of a plurality of specific words and phrases, is stored in advance in the main memory 1b or the auxiliary storage device 1c. It should be noted that this does not prevent the listener I who has heard the answer of the customer C from manually inputting the content of the answer by the customer C via the operation input device 1i and taking the mode of obtaining the text data.

The storage means 102 uses the required storage area of the main memory 1b or the auxiliary storage device 1c to generate the information of the reply by the customer C received by the reply receiving means 101, specifically, the voice data or the listener I. The text data of the question or the phrase or sentence extracted from it (included in the question), the text data of the answer issued by the customer C or the phrase or sentence extracted from it (included in the answer), etc. are stored. At this time, the storage means 102 stores the information of the reply by the customer C received by the reply receiving means 101 in association with the information specifying the customer C. FIG. 12 exemplifies the information of the response by the customer C, and FIG. 13 exemplifies the information identifying the customer C. The information that identifies customer C is, for example, customer C's name, gender, age, date of birth, address, contact phone number, facsimile number, e-mail address, family structure, building type, age, and size. The floor plan, the name of the residence, the history of reform, etc. The response information shown in FIG. 12 and the information identifying the customer C shown in FIG. 13 are associated with each other by an identifier that identifies the customer C. The information that identifies the customer C is manually input via the operation input device 1i or voice input via the microphone 1g prior to the question to the customer C by the listener I.

Among the functions embodied in the computer 1, the search receiving means 103 and the result output means 104 are specific after the customer C has finished listening to each question item Q, especially after the customer C returns home from the event venue or the showroom. It can be used to select one or more customers C belonging to a segment. The search receiving means 103 accepts the input of the search condition, that is, the word or phrase or sentence that is the search key corresponding to the customer C to be selected. The search key may be manually input via the operation input device 1i or voice input via the microphone 1g.

Then, the result output means 104 searches for one or a plurality of customers C that match the search conditions received by the search reception means 103, and extracts and outputs information that identifies the customer C. The result output means 104 searches for the answer that matches the search key, which is the search condition, among the answer information previously obtained from the customer C, which is stored in the storage means 102. Then, the information for identifying the customer C, which is associated with the same identifier as the answer, is read from the storage means 102, displayed on the screen of the display 1f, and output. Alternatively, the information identifying the customer C can be hard-copied from the printer, written to a specific recording medium, or transmitted to an external computer or facsimile connected to the computer 1 via a telecommunication line ( It may be in the form of an e-mail).

In the system of the present embodiment, the item Q of a certain question asked by the listener I to the customer C and the purpose P thereof are appropriately taught to the listener I by the question teaching means 100. Therefore, it is possible to suppress the variation in the question item Q and the content of the hearing for each listener I, accurately listen to the information approaching the needs of the customer C, create a database, and utilize it for later targeting and reform proposals. .. For example, a couple customer C who wants to have a second life after raising children, a customer C who wants a two-family house to live with children and grandchildren, a large family customer C, a customer C who wants to focus on renovating the water supply, a specific hobby. Or, extract information of customer C belonging to each segment such as customer C who wants a house specialized for visitors, customer C who wants to take tax measures, etc., and pinpoint marketing, attracting events, etc. to customer C belonging to the segment. It will be possible to send direct mails, make proposals, follow up, etc., which can contribute to a dramatic increase in the current adjustment rate.

The present invention is not limited to the embodiment described in detail above. In the above embodiment, the question teaching means 100 is a sheet 100 in which the information of the question item Q and the purpose P for each question item Q is described, but instead of or together with this, the question teaching means 100 is attached to the computer 1. May play the role of. In that case, the text data, the image data, etc. including the information of the question item Q and the purpose P exemplified in FIGS. 4 to 11 are stored in advance in the main memory 1b or the auxiliary storage device 1c, and the listener I can store them. When asking a question to customer C, it is conceivable to read it out, display it on the screen of display 1f, and output it.

Further, a plurality of computers connecting the functions of the answer receiving means 101, the storage means 102, the search receiving means 103, and the result output means 104 (further, the question teaching means 100) to each other via a telecommunication line. It does not prevent them from taking an aspect of constructing the matching support system according to the present invention in cooperation with each other.

In addition, the specific configuration of each part, the content of processing, the procedure, and the like can be variously modified without departing from the gist P of the present invention.

100 ... Question teaching means 101 ... Answer receiving means 102 ... Memory means 103 ... Search receiving means 104 ... Result output means C ... Customer I ... Listener P ... Purpose Q ... Question item

Claims (5)

A system for listening to and accumulating information about customers who want or are considering home remodeling.
A question teaching means that teaches a predetermined number of question items to be presented to the customer and information on the purpose of each question item that only the listener refers to and does not present to the customer to the listener who intends to listen to the information from the customer.
An answer receiving means that accepts the input of the customer's answer to a predetermined number of question items that the listener who referred to the information taught by the question teaching means asks the customer.
A matching support system including a storage means for storing an answer by a customer received by the answer receiving means in association with information identifying the customer. The matching support system according to claim 1, wherein the question teaching means is a sheet in which a predetermined number of question items and information of the purpose of each question item are described. The answer receiving means collects voice answers by customers, obtains text data from the voice data of the answers through voice recognition, and obtains text data.
The matching support system according to claim 1 or 2, wherein the storage means stores the text data of the answer by the customer or the words or sentences extracted from the text data in association with the information identifying the customer. Search acceptance means that accepts input of search conditions,
A result output means that searches for answers that match the search conditions received by the search reception means from the answers stored in the storage means, extracts information that identifies a customer associated with the answer, and outputs the information. The matching support system according to claim 1, 2 or 3, comprising the above. It is used to configure the matching support system according to claim 1, 2, 3 or 4, and the computer is at least ...
A question teaching means that teaches a predetermined number of question items to be presented to the customer and information on the purpose of each question item that only the listener refers to and does not present to the customer to the listener who intends to listen to the information from the customer. An answer receiving means that accepts the input of the customer's answer to the predetermined number of question items that the listener who referred to the information to ask the customer, and
A program that functions as a storage means for storing an answer by a customer received by the answer receiving means in association with information that identifies the customer.

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