JP7525425B2 - Sales Support System - Google Patents

Description

The present invention relates to a sales support system used for sales activities through independent financial advisors (IFAs).

There are many unique legal restrictions in sales activities for selling financial products. For this reason, it is important to check whether the documents that the salesperson presents to the customer are appropriate, and technology has been proposed to perform this check automatically using a system (sales support system) configured using a network. For example, Patent Document 1 describes a technology in which the explanation given by the salesperson to the customer is obtained via a network by a server at the securities company to which the salesperson belongs, and checked, and if a problem is recognized, a message to warn the salesperson is displayed on the mobile terminal held by the salesperson.

In addition, in the sales support system, conversations and materials presented during such sales activities are all stored as part of the information for each customer, for example, in case any problems arise later. This allows the securities company to ensure that the sales activities of its sales representatives are legally compliant.

JP 2014-52940 A

Financial advisors who give advice on asset management, etc. to customers fall under the category of salespeople described above, and are subject to management using the sales support system described above. In the past, such financial advisors generally belonged to securities companies, etc., and it was easy to manage them using a sales support system that used a mobile terminal and a server that was connected to the terminal via a network and under the management of the securities company, as described above.

Meanwhile, in recent years, independent financial advisors (IFAs) who are not affiliated with financial institutions have also increasingly been conducting such sales activities. The financial products handled by IFAs are fundamentally no different from those handled by traditional financial advisors affiliated with financial institutions. However, traditional financial advisors belong to, for example, a single company (such as a securities company), and can generally only offer to clients the financial products that this company offers, whereas IFAs can partner with, for example, multiple securities companies, and can offer a wider range of financial products to clients. Alternatively, IFAs maintain a certain degree of independence from individual securities companies. These points are often advantageous to individual clients; for example, IFAs can give clients greater freedom in choosing financial products.

The sales activities of IFAs are subject to the same legal restrictions as those of traditional financial advisors. In addition, IFAs must register, and only those who are properly registered can act as IFAs. Furthermore, because there is a contract between the IFA and the affiliated securities firm, the IFA's sales activities are required to be in accordance with the contents of this contract. For this reason, there may be more items that need to be checked for an IFA than for a traditional financial advisor.

By contrast, IFAs do not belong to individual securities companies, and IFAs are required to have a certain degree of independence from securities companies. For this reason, it has not been easy to manage the sales activities of IFAs using a sales support system like the one described above, in the same way as the sales activities of traditional financial advisors. For this reason, there has been a demand for a sales support system that can properly manage sales activities using IFAs.

The present invention was developed in light of these circumstances, and aims to solve the above problems.

The present invention is a sales support system for checking sales activities of financial products handled by a securities company when the sales representative who does not belong to the securities company performs the sales activities to customers, the sales support system comprising: a sales representative terminal operated by the sales representative who is registered in advance; and a server connected to the sales representative terminal via a network and not directly managed by the securities company, the server having a character conversion unit which obtains information presented by the sales representative to the customer in the sales activities as voice data via the network and converts the voice data into text data; and a character conversion unit which stores the voice data converted into text data as a search target file and is used to check the appropriateness of the sales activities and to identify the registered sales representative. The system is equipped with a memory unit that stores check information including sales representative identification information that includes voice information and facial information related to a sales representative , a determination unit that, when an operation related to the sales activity is performed on the sales representative terminal, obtains information corresponding to the voice information and facial information of the operator of the sales representative terminal from the sales representative terminal and compares it with the voice information and facial information in the sales representative identification information to determine whether the operator is a registered sales representative, and if the operator is a registered sales representative, determines whether a keyword set based on the check information is present in the search target file, and a control unit that issues a warning to at least one of the sales representative terminal and other terminals connected via the network depending on the determination result by the determination unit.
In addition, the check information may include matters related to restrictions on the financial products that the sales representative can present to the customer, and the judgment unit may determine whether or not the keywords set in relation to the restricted financial products are present in the search target file, and the control unit may issue a warning to the sales representative terminal if the keywords are present.
In addition, the check information may include customer orientation identification information that identifies the customer's orientation regarding investment activities, and the determination unit may determine whether or not the keyword set in response to a case contrary to the orientation is present in the search target file, and the control unit may issue a warning to the sales representative terminal if the keyword is present.
In addition, a securities company terminal operated by an administrator of a securities company related to the financial product may be connected to the server via the network, and the check information may be editable from the securities company terminal .
The server may also perform the following operations: information presented by the sales representative to the customer at each stage of the sales activity is treated as the search target file, and the judgment unit makes a judgment for each stage; storing a plurality of the search target files corresponding to the plurality of pieces of information presented by the sales representative to the customer from the start to the end of the sales activity in the memory unit, and making a judgment by the judgment unit collectively on the stored plurality of search target files.

This invention allows for proper management of sales activities using IFAs.

1 is a diagram showing a configuration of a sales support system according to an embodiment; FIG. 2 is a diagram illustrating a configuration of a data center-side system in the sales support system according to the embodiment. 4A shows an example of salesperson information and FIG. 4B shows an example of customer information used in the sales support system according to the embodiment. 4A shows an example of voice data management information and FIG. 4B shows an example of other general file management information used in the sales support system according to the embodiment. 4 shows examples of NG keywords used for determining legality in the determining unit. This is an example of a bad keyword that is set according to a salesperson. 13 is an example of a NG keyword set according to customer-oriented specific information. 4 is a flowchart showing an operation of the sales support system according to the embodiment.

Next, a specific embodiment of the present invention will be described with reference to the drawings. The sales support system according to the embodiment of the present invention is used to manage the sales activities of independent financial advisors (IFAs: salespeople) who handle financial products.

Figure 1 shows the configuration of a sales support system 1 according to an embodiment of the present invention. This sales support system 1 is composed of an IFA side system A handled by the IFA, a customer side system B handled by the customer, a securities company side system C handled by the securities company administrator, and a data center side system D, all connected via a network N. In Figure 1, only one IFA side system A is provided, but in reality, an IFA side system A is provided for each IFA managed by this sales support system 1. Also, one IFA may handle multiple customers, but here only one pair of IFA and customer is shown. Also, one IFA may have contracts with multiple securities companies (financial institutions), but here it is assumed that the IFA has a contract with only one securities company.

Information relating to direct sales activities, such as the contents of proposals made by the IFA to the customer and the contents of responses from the customer to the IFA, is exchanged between the IFA side system A and the customer side system B. In practice, this exchange is carried out, for example, by the IFA operating the IFA terminal (salesperson terminal) 11 in the IFA side system A to present electronic files used for various presentations to the customer terminal 12, or by contacting the IFA side with the customer side via voice or video phone (call data, video data), etc. Here, all of this exchanged information is temporarily stored by the IFA terminal 11, and all of this information can be transmitted to the data center side system D via the network N.

For call data and video data, the date and time of the transmission, as well as whether it was sent by the IFA or the customer, are identified and converted into data. For electronic files, the date and time of submission, as well as who submitted it, are identified and recognized. For this purpose, well-known techniques can be used, such as adding a symbol used for this identification to the file name.

Note that the IFA terminal 11 and the customer terminal 12 can exchange data as described above via the network N, but the customer terminal 12 is not directly connected to the data center system D, and in FIG. 1, only the IFA terminal 11 is directly connected to the customer terminal 12.

In FIG. 1, an IFA terminal 11 is provided for one IFA. IFAs are registered, and their activities are restricted according to the various qualifications they hold (for example, Type 1 or Type 2 securities salesperson). Here, for each IFA, information that needs to be recognized in such sales activities (name, registration number, qualifications held), etc. is stored in the IFA terminal 11 as IFA information (salesperson information). In addition, the IFA's voice (voiceprint, etc.) data and facial image data are also included in the IFA information as information for identifying the IFA (salesperson identification information). This IFA information is transmitted to the data center system D via network N.

When an IFA engages in sales activities with a client, the IFA recognizes information about the client. Such information about the client (client information) includes the client's identification information (name, address, contact information, etc.). The client information also includes a management number (client number) assigned to each client. Furthermore, the client information also includes information (client orientation specific information) that identifies the client's investment orientation (tendency toward desired financial products), such as the client's basic attitude toward investment activities, for example, whether the client is stable-oriented and seeks low risk, or aggressive-oriented and seeks high risk and high return. The client orientation specific information is created, for example, by the IFA, and is stored in the IFA terminal 11 and transmitted to the data center system D via the network N.

The securities company terminal 13 prestores contract information that contains the contents of the contract between itself and the IFA with which it has a contract. The contents of this contract information include, along with the IFA's identification information, for example, the range of financial products that the IFA can (or cannot) handle, the valid contract period, etc. This contract information is also transmitted to the data center side system D via the network N.

In the data center system D, a server 20 that operates based on data obtained from the IFA terminal 11 and the securities company terminal 13, and a first storage unit (storage unit) 31 that stores the obtained data are provided. Based on the above stored data, the server 20 judges whether there is a problem with the business activities conducted between the IFA and the customer. The judgment of whether there is a problem here is based on legal viewpoints such as the Securities and Exchange Act, suitability for the customer's investment activity inclination, and appropriateness based on the contents of the contract between the securities company and the IFA. If a problem is recognized, the server 20 issues a warning to that effect to the IFA terminal 11 and the securities company terminal 13 via the network N. General information that serves as the basis for such judgment is stored as a database (judgment database) in the second storage unit 32.

In addition, the call data and video data, which are part of the data obtained from the IFA terminal 11, are converted into a format that makes the above determination easier and then stored in the first storage unit 31.

The detailed configuration of the data center side system D that performs the above operations is described below. Figure 2 shows this configuration. Here, the server 20 is equipped with a network connection unit 21 that exchanges data with the network N, and a control unit 22 that performs overall control. In addition, a character conversion unit 23 is provided for converting the contents of the voice (audio data) accompanying the call data and video data obtained from the IFA terminal 11 as described above into text. As a result, such voice data is converted into text information rather than a voice signal and stored in the first storage unit 31.

In addition, as described above, the sender of such voice data, video data, and electronic files is identified. Therefore, for example, it is recognized whether a statement made using voice data is made by the IFA or a customer, and the content of this statement is recognized as text information.

A determination unit 24 is provided that determines whether or not there are any problems with the sales activities based on the data stored in the first storage unit 31 and the determination database stored in the second storage unit 32. A specific example of the above data and the operation of the determination unit 24 based on this data are described below.

Figure 3 (a) shows an example of the contents of IFA information (salesperson information) stored in the first storage unit 31. Here, it is assumed that there are four IFAs (four IFA-side systems A) in Figure 1, and information on the four IFAs with registration numbers 901 to 904 is included. Here, the name of each IFA and the presence or absence of five types of qualifications (class 1 securities salesperson, class 2 securities salesperson, life insurance agent, non-life insurance agent, variable insurance agent) as the qualifications held (a circle indicates that the relevant qualification is held) are registered. In addition, as salesperson identification information, voice master data that serves as voice (voiceprint) information for the identification, and face image master data that serves as face information for the identification are each stored as a file, and the link destination of this file is stored as IFA information. This IFA information is stored in the first storage unit 31 in advance before each IFA conducts sales activities. In addition, for example, the qualifications held by each IFA may change, but this information reflects the latest situation. Such IFA information can be created by the control unit 22 by obtaining the individual information in FIG. 3(a) from each IFA side system B, and stored in the first storage unit 31.

Figure 3(b) shows an example of the contents of the customer information stored in the first storage unit 31. Here, it is assumed that there are four customers in Figure 1 (four customer-side systems B), and information on the four customers with registration numbers 101 to 104 is included. For each customer, the investment aptitude, which is the basic attitude toward investment, is described as the customer-oriented specific information using three keywords ("stable-oriented", "balanced-oriented", and "aggressive-oriented"). Here, "stable-oriented" refers to an orientation toward low risk with low returns, "aggressive-oriented" refers to an orientation toward high returns with high risks, and "balanced-oriented" refers to an intermediate orientation between these two. Such investment aptitude can be set as appropriate by the IFA who has contact with each customer. This information can also be updated as appropriate.

Figure 4(a) shows an example of voice data management information that serves as management information when voice data is stored in the first storage unit 31. Here, the statements of the IFAs (901, 903) are stored as voice files, and the speaker (IFA registration number), the date and time of the statement, the link to the voice file, and the textual content of the voice are shown. This textual content is also stored separately from the voice file. Figure 4(b) shows an example of general file management information that similarly manages video (video files) issued by the IFA and presented electronic files. Here too, the presenter (IFA registration number), the date and time of the statement, and the link to the file are managed as a set.

The second storage unit 32 also stores a judgment database used to judge whether there is anything inappropriate in the sales activities of the IFA. This judgment is made based on whether keywords (NG keywords) are recognized in the search target files, which are textual audio files, video files, various documents, and electronic files that serve as presentation materials. Meanwhile, such keywords are set based on the checking information stored in the first storage unit 31 and the second storage unit 32. As such checking information, the judgment database stored in the second storage unit 32, and the IFA information and customer information stored in the first storage unit 31 are used. Figure 5 shows examples of such keywords (NG keywords).

Keywords such as "profitable" and "guaranteed profit" are recognized as legally inappropriate if they are recognized by anyone, regardless of the IFA or the customer. On the other hand, keywords that are inappropriate depending on the IFA information, particularly the qualifications held by the IFA, include "derivatives" and "credit trading" when the IFA does not have a securities salesperson's license. Similarly, there are "life insurance" when the IFA does not have a life insurance salesperson's license, and "non-life insurance" when the IFA does not have a non-life insurance salesperson's license. In this way, NG keywords corresponding to non-holding of qualifications are not treated as NG keywords when the IFA has the corresponding qualification. For this reason, as shown in FIG. 6, for example, "derivatives" is permitted (is an OK keyword) for IFA 901 in FIG. 3(a) but is an NG keyword for IFA 903, and "life insurance" is an OK keyword for IFA 903 but is an NG keyword for IFA 901. Figures 5 and 6 are just examples; in reality, many more keywords will be set for each case, and many more cases will be set.

The above-mentioned NG keywords are related to the legality of the target sales activities, but similarly, the suitability of the product (financial product) to be sold to the customer can be judged by the keywords recognized in the search target file. In this case, the keywords are set according to the customer information (customer-oriented specific information). FIG. 7 shows an example of customer-oriented specific information (investment suitability) in the customer information (FIG. 3(b)), suitable keywords (OK keywords) and inappropriate keywords (NG keywords). For example, for a customer who is "stable-oriented," "low risk" and "low return" are OK keywords, and "high risk" and "high return" are NG keywords. On the other hand, for a customer who is "aggressive-oriented," the relationship between OK keywords and NG keywords is reversed. In other words, when a customer (customer information) is identified and an NG keyword corresponding to the investment suitability is present in the search target file, although there is no legal problem, there is a high possibility that the product is not suitable for this customer.

In this way, the NG keywords are set according to the items to be judged. For this reason, such words and phrases that are candidates for the NG keywords are stored in the second storage unit 32 as a judgment database, and the judgment unit 24 sets the NG keywords to be applied according to the IFA information and customer information.

As described above, if there are legal issues or if it is highly likely that the product is not suitable for the customer, it is preferable to notify the IFA of this fact. Figure 8 is a flowchart showing such operations in the sales support system 1 described above. Here, information that becomes the search target file described above is sent to the server 20 side at each stage of the IFA's sales activities, and a corresponding check is performed at each stage.

This operation begins when the IFA starts sales activities for a certain customer (S1). At this point, the target IFA and customer are determined. As described above, the IFA terminal 11 stores the corresponding IFA information (corresponding items in FIG. 3(a)). Furthermore, once a customer is identified, the IFA can create customer information for this customer (corresponding items in FIG. 3(b)). The IFA can transmit this IFA information and customer information from the IFA terminal 11 to the data center system D (server 20), which allows the server 20 to recognize this IFA information and customer information (S2). Note that if this IFA information and customer information have been registered in advance on the server 20, the server 20 can also recognize this IFA information and customer information by transmitting only the IFA registration number and the customer number of the customer.

Next, in the server 20, the determination unit 24 determines whether the operator of this IFA terminal 11 is a properly registered IFA (S3). To this end, the determination unit 24 reads the IFA information (FIG. 3(a)) from the first storage unit 31, and obtains information corresponding to the salesperson identification information therein (operator information: for example, the operator's voice and facial image) from the IFA terminal 11 for comparison. If it is determined that the operator is not a properly registered IFA (S3: No), the control unit 22 issues a warning to the IFA terminal 11. A similar warning can also be issued to the securities company terminal 13 of the securities company with which the corresponding IFA has a contract.

If the operator is determined to be a registered and legitimate IFA (S3: Yes), the determination unit 24 obtains the above-mentioned voice data, video data, electronic files, etc. from the IFA terminal 11 as information most recently sent or presented by the IFA to the customer, and stores them in the first storage unit 31 (S5). At this time, as described above, for the voice data, a file converted to text data by the character conversion unit 23 is also stored. The files stored in this way become the files to be searched.

Next, the determination unit 24 determines whether or not the NG keywords exemplified in Figures 5 and 6 are present in the file to be searched (S6). Here, since the audio data has been converted to text, this search can be particularly facilitated. A similar search can also be performed on electronic files for presentations. For video files, this search can be performed by performing character recognition within the image. First, the general NG keywords in Figure 5, such as "profitable", are searched for. Next, based on the qualifications held in the IFA information of the recognized IFA, NG keywords are selected and searched for as shown in Figure 6. If any NG keywords are recognized as described above (S6: Yes), a warning is issued as above (S4).

Next, as shown in FIG. 7, the determination unit 24 determines whether or not the search target file contains an NG keyword (FIG. 7) corresponding to the customer-oriented specific information (investment suitability) recognized in the customer information (FIG. 3(b)) (S7). If an NG keyword is recognized (S7: No), a warning is issued in the same manner as above (S4).

The above process of obtaining the latest data on sales activities from the IFA terminal 11 (S5) to judging the suitability of the investment (S7) is repeated every time the IFA presents information to the customer until the end of the sales activities (the conclusion of a product purchase contract or the decision to cancel the purchase) (S8: Yes). Therefore, the suitability of the IFA's sales activities is checked one by one.

The warning (S4) can be issued in different ways depending on the reason for the warning (S3, S6, S7). For example, if it is recognized that the operator of the IFA terminal 11 is not a properly registered IFA (S3: No), it is preferable to issue a warning not only to the IFA terminal 11 but also to the securities company terminal 13 that has a contract with the IFA corresponding to this IFA terminal 11. On the other hand, if the customer's investment suitability is not suitable for the product (S7: No), a warning may be issued only to the IFA terminal 11. Alternatively, rather than simply issuing a warning, the details of the recognized problem may be communicated in detail.

In the operation of FIG. 8, the appropriateness of the IFA's sales activities was judged in real time while the IFA was conducting the sales activities. However, if all of the above search target files are stored in the first storage unit 31, the above judgments can be made after the sales activities are completed. In this case, for example, if a problem occurs between the IFA or securities company and the customer after the contract is concluded, the appropriateness of the sales activities can be checked particularly easily. In this case, the check can be performed by, for example, setting a new NG keyword for the NG keyword used when the above operations were performed in real time, or by changing the NG keyword. For this reason, it is particularly preferable that the server 20 can perform the operation of obtaining the search target files one by one during the sales activities and making the above judgment and warning, as shown in FIG. 8, and the operation of obtaining all the information presented by the IFA side during the sales activities as search target files and making the above judgment and warning all at once.

In the example of FIG. 8, the judgment unit 24 infers the legitimacy of the sales activities based on the presence or absence of NG keywords in the search target file (S6). Similarly, if the data center side system D stores the contents of the contract between the securities company and the IFA, the judgment unit 24 can also judge the compatibility of the contract contents with the sales activities, and can issue a warning as described above if there is no compatibility. The NG keywords used for this judgment can also be set appropriately depending on the contract contents.

In the above, while there is a contractual relationship between the IFA and the securities company, when there are multiple IFAs, each IFA is independent, so in this case each IFA side system A is independent and each IFA side system A is connected to a single data center side system D (server 20). Also, each IFA may have contracts with multiple securities companies, in which case the independence of each securities company (securities company side system C) must also be maintained. For this reason, it is preferable that the data center side system D is independent from each securities company and is not directly managed by the securities company side.

However, since the above-mentioned keywords and the checking information used to set them are information related to the contents of the target financial product, it is preferable that such checking information be configured so that it can be confirmed and edited from the securities company (securities company terminal 13) side.

The present invention has been described above based on an embodiment. This embodiment is merely an example, and it will be understood by those skilled in the art that various modifications are possible in the combination of the components, and that such modifications are also within the scope of the present invention.

1 Sales support system 11 IFA (salesperson) terminal 12 Customer terminal 13 Securities company terminal 20 Server 21 Network connection unit 22 Control unit 23 Character conversion unit 24 Determination unit 31 First storage unit (storage unit)
32 Second storage unit (storage unit)
A IFA (sales representative) system B Customer system C Securities company system D Data center system N Network

Claims (5)

A sales support system that checks sales activities of financial products handled by a securities company when the sales activities are conducted by sales personnel not belonging to the securities company to customers, comprising:
a sales representative terminal operated by the sales representative who has been registered in advance;
a server connected to the sales representative terminal via a network and not directly managed by the securities company;
having
The server,
obtaining information presented by the sales representative to the customer during the sales activity as voice data via the network;
a character conversion unit that converts the voice data into text data;
a storage unit that stores the voice data converted into text data as a search target file, and stores check information that is used to check the appropriateness of the sales activities and includes salesperson identification information that includes voice information and face information related to the registered salesperson for identifying the salesperson ;
When an operation related to the sales activity is performed on the salesperson terminal, information corresponding to the voice information and face information of the operator of the salesperson terminal is obtained from the salesperson terminal and compared with the voice information and face information in the salesperson identification information to determine whether the operator is a registered salesperson;
a determination unit that, if the operator is a registered sales representative, determines whether or not a keyword set based on the check information is present in the search target file;
a control unit that issues a warning to at least one of the sales representative terminal and other terminals connected via the network in response to a determination result by the determination unit;
A sales support system comprising: The check information includes matters related to restrictions on the financial products that the salesperson can offer to the customer,
The determination unit determines whether the keyword set in association with the restricted financial product is present in the search target file;
2. The sales support system according to claim 1, wherein said control unit issues a warning to said salesperson terminal when said keyword is present. The check information includes customer orientation identification information that identifies an orientation of the customer with respect to investment activities,
The determination unit determines whether the keyword set in response to a case contrary to the preference is present in the search target file,
3. The sales support system according to claim 1, wherein the control unit issues a warning to the salesperson terminal when the keyword is found. a securities company terminal operated by an administrator of the securities company related to the financial product is connected to the server via the network;
4. The sales support system according to claim 1, wherein the check information can be edited from a terminal of the securities company. The server,
an operation of performing a determination by the determining unit for each process of the sales activity using information presented by the sales representative to the customer as the search target file;
an operation of storing in the storage unit a plurality of search target files corresponding to a plurality of pieces of information presented by the sales representative to the customer from the start to the end of the sales activity, and performing a collective judgment by the judgment unit on the stored plurality of search target files;
5. The sales support system according to claim 1, further comprising:

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