JP2016130993A - Control device, information management system, information management method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To efficiently contribute to the specification of a contract range to both a service providing side and a service receiving side.SOLUTION: A control device includes: a storage part for associating service history information including at least any of a history of information about a service providing side and a history of information about a service receiving side about services provided on the basis of a prescribed contract with contract identification information for identifying each contact to store them; an information acquisition part for acquiring information including at least any of a portion of information about the service providing side and a portion of information about the service receiving side as input information about a prescribed service; an evaluation part for collating each kind of information in the input information with corresponding service history information to calculate an evaluation value; and an estimation part for estimating contract identification information corresponding to the input information on the basis of the evaluation value.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a control device, an information management system, an information management method, and a program.

  When providing a service to a customer who has signed a contract, the service provider needs to confirm the scope of the contract before providing the service. For example, when providing a maintenance service for a device, an operator that provides the maintenance service for the device provides the maintenance service for the device defined in the contract range. Therefore, when the service providing side receives a service providing request from a customer, it is necessary to first specify the contract range of the service provided side (customer of the service request source).

  Patent Document 1 discloses a technique for accepting input for a predetermined period from a person in charge and specifying a contract such that a renewal procedure guidance start date, which is a day before the predetermined period from the maturity date, is within the display target period. Have been described.

  Japanese Patent Application Laid-Open No. 2004-151867 describes a technique for receiving information necessary for maintenance work of a management target including a failure status of the management target and an identification key and confirming the maintenance contract status of the management target.

  Patent Document 3 describes a technique for acquiring contract information using a customer code as a key.

JP 2012-018460 A JP 2007-034437 A JP 2002-007917 A

  Each disclosure of the above prior art documents is incorporated herein by reference. The following analysis has been made from the viewpoint of the present invention.

  As described above, the service providing side needs to specify the contract range of the service provided side (customer of the service request source). Therefore, the service provider side may specify the contract scope based on the contract number assigned to the contract.

  However, the service provider may not be able to identify the correct contract range. For example, if the customer does not know the contract number or the like, the service provider cannot specify the correct contract range when receiving a service provision request. Also, if the customer declares an incorrect contract number or the like (or a part of the contract number or the like) when requesting the service, the service provider cannot correctly specify the contract range. If the service provider cannot correctly identify the contract range, it cannot provide an appropriate service.

  Here, with the technique described in Patent Document 1, it is not possible to specify a correct contract range corresponding to a predetermined customer. Further, in the techniques described in Patent Documents 2 and 3, it is necessary for the customer to correctly declare the number assigned to the contract (identification key of Patent Document 2, customer code of Patent Document 3). Therefore, in the techniques described in Patent Documents 2 and 3, if the customer does not correctly declare the number assigned to the contract, the service provider cannot appropriately specify the contract range.

  On the other hand, it may be troublesome for a customer to prepare a contract or a document on which a contract number or the like is written each time a service is requested. Further, there may be a need to request service provision in a situation where the customer cannot confirm the contract number or the like. For example, regarding a maintenance service for a device, there may be a case where a failure occurs in a maintenance target device in a situation where the customer cannot confirm a contract number or the like. In such a case, it is impossible to request a maintenance service of the device until the customer confirms the contract number or the like. That is, the customer side may not be able to receive appropriate services efficiently.

  Therefore, an object of the present invention is to provide a control device, an information management system, an information management method, and a program that contribute to efficiently specifying a contract range for both a service providing side and a service provided side. And

  According to the first aspect of the present invention, with respect to a service provided based on a predetermined contract, service history information including at least one of a history of information on a service provider side and a history of information on a service recipient side; A storage unit that stores the contract identification information for identifying each contract in association with each other, and at least one of a part of information on the service provider side and a part of information on the service receiver side regarding the predetermined service An information acquisition unit that acquires information including the input information; an evaluation unit that calculates an evaluation value by collating with the corresponding service history information for each type of information among the input information; and the evaluation value A control device is provided that includes an estimation unit that estimates the contract identification information corresponding to the input information.

  According to a second aspect of the present invention, there is provided an information management system including a terminal device including an input unit that receives a user operation, a control device connected to the terminal device, and a storage device connected to the control device. The terminal device inputs information including at least one of a part of information on the service providing side and a part of information on the service provided side with respect to the predetermined service through a user operation. And the storage device includes service history information including at least one of a history of information relating to a service provider and a history of information relating to a service recipient regarding a service provided based on a predetermined contract; Storing the contract identification information for identifying the contract in association with each other, and the control device acquires the input information from the terminal device; Of the input information, for each type of information, the corresponding service history information is collated and an evaluation value is calculated. Based on the evaluation value, the contract identification information corresponding to the input information is An information management system comprising an estimation unit for estimation is provided.

According to the third aspect of the present invention, the control device includes at least one of a history of information related to the service providing side and a history of information related to the service provided side regarding the service provided based on the predetermined contract. A process of storing service history information and contract identification information for identifying each contract in association with each other, and at least one of a part of information on a service provider side and a part of information on a service recipient side for the predetermined service Based on the evaluation value, a step of acquiring information including the above as input information, a step of checking the corresponding service history information for each type of information among the input information, and calculating an evaluation value And estimating the contract identification information corresponding to the input information.
Note that this method is linked to a specific machine called a control device that estimates contract identification information.

According to a fourth aspect of the present invention, with respect to a service provided based on a predetermined contract, service history information including at least one of a history of information relating to a service provider and a history of information relating to a service recipient Information including at least one of a part of information relating to the service providing side and a part of information relating to the service provided side regarding the predetermined service and the process of storing the contract identification information for identifying each contract in association with each other Based on the evaluation value, the processing for obtaining the evaluation value by matching the corresponding service history information for each type of information among the input information, And a program for causing a computer that controls the control device to execute the process of estimating the contract identification information corresponding to.
The program can be recorded on a computer-readable storage medium. The storage medium may be non-transient such as a semiconductor memory, a hard disk, a magnetic recording medium, an optical recording medium, or the like. The present invention can also be embodied as a computer program product.

  According to each aspect of the present invention, a control device, an information management system, an information management method, and a program that contribute to efficiently specifying a contract range are provided for both a service providing side and a service provided side. The

It is a figure for demonstrating the outline | summary of one Embodiment. It is a block diagram which shows an example of the whole structure of the information management system 1 which concerns on 1st Embodiment. It is a block diagram which shows an example of an internal structure of the control part 410 which concerns on 1st Embodiment. It is a figure which shows an example of an information classification table. It is a figure which shows an example of a contract information table. It is a figure which shows an example of a personal information table. It is a figure which shows an example of a corporation information table. It is a figure which shows an example of a system ID table. It is a figure which shows an example of a system configuration table. It is a figure which shows an example of a service history information table. It is a block diagram which shows an example of an internal structure of the information management system. It is a figure which shows an example of the contact content reception form 301. FIG. 5 is a flowchart illustrating an example of the operation of the server apparatus 400. 4 is a sequence diagram illustrating an example of an operation of the information management system 1. FIG. 4 is a sequence diagram illustrating an example of an operation of the information management system 1. FIG. 4 is a sequence diagram illustrating an example of an operation of the information management system 1. FIG. It is a figure which shows an example of the whole structure of the information management system 1a which concerns on 2nd Embodiment. It is a block diagram which shows an example of an internal structure of the control part 410a which concerns on 2nd Embodiment.

  First, an outline of an embodiment will be described with reference to FIG. Note that the reference numerals of the drawings attached to the outline are attached to the respective elements for convenience as an example for facilitating understanding, and the description of the outline is not intended to be any limitation.

  As described above, a control device that contributes to efficiently specifying the contract range is desired for both the service providing side and the service provided side.

  Therefore, as an example, the control apparatus 1000 shown in FIG. 1 is provided. The control device 1000 includes a storage unit 1001, an information acquisition unit 1002, an evaluation unit 1003, and an estimation unit 1004.

  The storage unit 1001 identifies service history information 1010 that includes at least one of a history of information related to a service provider and a history of information related to a service recipient regarding a service provided based on a predetermined contract, and each contract. And the contract identification information to be stored in association with each other.

  The service history information 1010 is a history of information obtained through past service provision (or provision). The service history information 1010 is information accumulated through exchange (service provision) between the service providing side and the service provided side (customer side).

  For example, in the service history information 1010, the history of information related to the service provider includes a person who has provided a service to a customer in the past, a person who has received a service request in the past, a time when a service was provided in the past, a time, Information about the location. Further, in the service history information 1010, the information related to the service provided side (customer side) is information related to the person who requested the service in the past, the time when the service was requested in the past, the time, the place, and the like.

  That is, the storage unit 1001 stores a history of information obtained through past service provision (or provision) and contract identification information for identifying a contract in association with each other. The contract identification information includes characters, numbers, symbols, and the like, and is unique information for each contract.

  The information acquisition unit 1002 acquires, as input information 1011, information including at least one of a part of information related to the service providing side and a part of information related to the service provided side. Here, the input information may include one or more types of information.

  The control device 1000 may include an input unit (not shown) that receives a user operation, and the information acquisition unit 1002 may acquire the input information 1011 via the input unit. Alternatively, the control device 1000 may include a communication unit (not shown) that communicates with another device, and the information acquisition unit 1002 may acquire the input information 1011 via the communication unit. The details of the acquisition method of input information are not ask | required.

  The evaluation unit 1003 compares the corresponding service history information 1010 for each type of information in the input information 1011 and calculates an evaluation value. The estimation unit 1004 estimates contract identification information corresponding to the input information 1011 based on the evaluation value. Here, the estimation unit 1004 outputs the contract identification information corresponding to the service history information 1010 whose evaluation value satisfies a predetermined condition as an estimation result.

  For example, it is assumed that the storage unit 1001 stores, as the service history information 1010, the names of persons who have previously provided services to customers. Furthermore, it is assumed that the storage unit 1001 stores the date of service request in the past as service history information 1010.

  Then, it is assumed that the information acquisition unit 1002 acquires the last name of the person who previously provided the service to the customer as the input information 1011. Alternatively, it is assumed that the information acquisition unit 1002 acquires, as input information 1011, a part of the surname of a person who has provided a service to the customer in the past. In that case, the evaluation unit 1003 obtains the surname (or part of the surname) of the person who has provided the service to the customer in the past and the name of the person who has previously provided the service to the customer. Collate and calculate the evaluation value.

  Further, it is assumed that the information acquisition unit 1002 acquires the date of requesting a service in the past as input information 1011. Alternatively, it is assumed that the information acquisition unit 1002 acquires, as input information 1011, the date (not including date) for which a service has been requested in the past. In this case, the evaluation unit 1003 collates the date (or year / month) when the service was requested in the past with the date when the service was requested in the past, and calculates an evaluation value.

  The estimation unit 1004 determines the evaluation value for the surname (or part of the surname) of the person who has provided the service to the customer in the past and the evaluation value for the date (or date) when the service was requested in the past. Based on this, contract identification information is estimated.

  As described above, the control apparatus 1000 estimates information for identifying a contract corresponding to the service based on information obtained through past service provision (or provision). Therefore, the control apparatus 1000 can estimate the contract identification information for identifying the contract even when the information (customer name, etc.) known at the time of contract conclusion, such as the number assigned to the contract, is unknown. . That is, the control apparatus 1000 can estimate contract identification information for identifying a contract even if information directly related to the contract content is unknown. Therefore, the control apparatus 1000 contributes to efficiently specifying the contract range for both the service providing side and the service provided side.

[First Embodiment]
The first embodiment will be described in more detail with reference to the drawings. In the following description, the above-described control device is referred to as a server device. In the following description, information for identifying XX is referred to as XXID. For example, a device ID (Identification) means information for identifying a device. For example, customer ID means the information for identifying a customer.

  In the following description, the system includes a computer system composed of one or a plurality of computers and a system of information communication equipment composed of one or a plurality of computers. Further, in the following description, the service for the system includes a service provided to hardware, software (application software, operating system, middleware, etc.) constituting the system. For example, the service for the system may include a service related to connection between hardware and software constituting the system and hardware and software outside the system. The service for the system may include a service related to education for the user of the system. In the following description, device and system identification information includes symbols (units, serial numbers).

  FIG. 2 is a block diagram illustrating an example of the overall configuration of the information management system 1 according to the present embodiment. The information management system 1 illustrated in FIG. 2 includes an input unit 100, an output unit 200, a terminal device 300, a server device 400, and a database (storage device) 500. FIG. 2 is an example of the overall configuration of the information management system 1, and the information management system 1 according to the present embodiment is not intended to be limited to the configuration shown in FIG. For simplicity, FIG. 2 mainly describes modules necessary for the information management system 1 according to the present embodiment.

  In FIG. 2, one terminal device 300, server device 400, and database 500 are shown, but the number of terminal devices 300, server devices 400, and databases 500 is not limited. For convenience of explanation, only one terminal device 300, server device 400, and database 500 are shown. In FIG. 2, the input unit 100 and the output unit 200 are arranged outside the terminal device 300, but the terminal device 300, the input unit 100, and the output unit 200 are integrally configured. Also good.

  The terminal device 300 and the server device 400 are connected via the network 600. For example, when the terminal device 300 and the server device 400 exist separately, the network 600 may be a wired LAN (Local Area Network), a wireless LAN, a WAN (Wide Area Network), etc. The details of do not ask. When the terminal device 300 and the server device 400 are integrated devices, the terminal device 300 and the server device 400 use IDE (Integrated Drive Electronics), SATA (Serial ATA, Serial AT Attachment) or the like. You may connect and the details of a connection system are not ask | required.

  The terminal device 300 acquires input information from the input device 100 and transmits the acquired input information to the server device 400. The terminal device 300 may be a PC (Personal Computer), a tablet terminal, a smartphone, a mobile phone, or the like, and details thereof are not limited as long as input information can be acquired and communication with the server device 400 is possible.

  The server device 400 inquires information stored in the database 500 in response to a request from the terminal device 300. Specifically, when the server apparatus 400 acquires input information from the terminal apparatus 300, the server apparatus 400 refers to the database 500 and estimates contract identification information corresponding to the input information.

  The server device 400 may be realized by using a real machine as long as the function described in this document can be realized, or may be realized by using cloud computing or virtualization technology, and details of the implementation method are not limited. .

  The database 500 may be realized as an external storage disk. Alternatively, the database 500 may be realized as an internal storage disk of the server device 400. Alternatively, the database 500 may be realized as a built-in disk of an information processing device different from the server device 400.

  The database 500 may be called a DB (Data Base) or a DBMS (Data Base Management System), and any format can be used as long as it can store data described in this document. For example, the database 500 may be an RDBMS (Relational Data Base Management System). Specifically, the database 500 may store data in a data format using Oracle (trademark) Data Base, PostgreSQL (trademark), MySQL (trademark), or the like. Further, the database 500 may store data in a data format using an ORDBMS (Orient-Relational Data Base Management System) as an RDBMS. The database 500 may store data in a data format using database software (for example, Microsoft Access (trademark)), spreadsheet software (for example, Microsoft Excel (trademark)), or the like. The database 500 may store data in a data format such as csv (Comma Separated Values) or TSV (Tab Separated Values).

  The database 500 stores data in which service history information and contract identification information for identifying each contract are associated with each other for a service provided based on a predetermined contract. Details of the information stored in the database 500 will be described later.

  Next, the terminal device 300 will be described in detail.

  The terminal device 300 includes a control unit 310, a storage unit 320, and a communication unit 330. The terminal device 300 is connected to the input unit 100 and the output unit 200. Each module of the terminal device 300 may be realized by a computer program that causes the computer mounted on the terminal device 300 to execute an operation on the terminal device 300 using its hardware.

  The input unit 100 may be any device or technology that can accept some information, and the details thereof are not limited. For example, the input unit 100 may accept character input using a keyboard or the like. Alternatively, the input unit 100 may receive an input from a pointing device using a mouse or the like. Alternatively, the input unit 100 may accept voice input using voice recognition technology. Alternatively, the input unit 100 may accept character information or the like using character reading, barcode reading, or the like. Further, the input unit 100 may acquire the caller's telephone number by calling the caller number using CTI (Computer Telephony Integration) or the like.

  The output unit 200 receives information from the terminal device 300 and outputs the received information. Specifically, the output unit 200 only needs to be able to output information in a format that can be recognized by the user, and the details thereof do not matter. For example, the output unit 200 may output information by printing, display, or the like. The output unit 200 may be realized using a liquid crystal panel when displaying information.

  The storage unit 320 stores information necessary for the operation of the terminal device 300, and is realized using a RAM (Random Access Memory), a ROM (Read Only Memory), or the like.

  The communication unit 330 controls communication with the network 600.

  The control unit 310 controls the entire terminal device 300. For example, the control unit 310 may be realized using a CPU (Central Processing Unit) or the like. In addition, the control unit 310 transmits the input information received by the input unit 100 to the server device 400. Then, control unit 310 acquires contract identification information corresponding to the input information from server device 400 and outputs the contract identification information to output unit 200. Further, the control unit 310 may transmit the acquired contract identification information or the like to a device (not shown) different from the terminal device 300.

  Note that the terminal device 300 may be configured as a device in which a device that acquires input information from the input unit 100 and a device that acquires contract identification information from the server device 400 are different.

  Next, the database 500 will be described in detail.

  As described above, the database 500 includes service history information that includes at least one of a history of information related to a service provider and a history of information related to a service provider regarding services provided based on a predetermined contract, and each contract. Is stored in association with the contract identification information for identifying.

  Furthermore, the service history information may include at least one of a history of information related to the content of the provided service and a history of information related to the content of the service request regarding the service provided based on a predetermined contract.

  Further, the database 500 stores data in which contract identification information is associated with static information including at least one of customer name, information including contact information, and information regarding a service provision target. good. For example, in the case of providing a maintenance service for devices and systems, the service provision target means a device or system for maintenance services. Further, for example, the information related to the service provision target may include a device model, a device management number, and the like.

  The database 500 may store data in which weights are set for each type of information corresponding to service history information. Details of the weight set for each type of information will be described later.

Here, the information about the service provider is
(A01) Information about the person who provided the service (last name and / or first name, affiliation, contact information)
(A02) Information on the date and time when the service was provided (time, time zone, day of the week)
(A03) Information about the receptionist who has received a predetermined service request (last name and / or first name, affiliation, contact information)
(A04) Information on sales representatives (last name and / or first name, affiliation, contact information)
Including at least one of the following. Here, the contact address includes at least one of a telephone number, a FAX number, a mail address, and the like, and the same applies to the following.

  For example, when a customer is visited to provide a service (for example, maintenance work), the person who provided the service means a person who visited the customer and performed maintenance work or the like. Further, for example, when a service request (for example, a maintenance work request) is received using a telephone line, the acceptor means an operator who answers the telephone.

In addition, information about the service recipient (customer side)
(B01) Information on the contact person who requested the predetermined service (last name and / or first name, gender, contact information)
(B02) Information (date, time zone, day of week) regarding the date and time when the service request was made
(B03) Customer's business hours (b04) Information that can identify the customer (Company name, organization name, department name, personal name, person in charge name, etc., may be formal name, abbreviation, common name)
(B05) Customer address, telephone number, e-mail address, domain name (b06) Information related to service provision object (in the case of maintenance service, equipment, system model, management number, etc.)
Including at least one of the following.

  Further, the database 500 further stores, as service history information, at least one of a history of information related to provided service contents and a history of information related to service request contents regarding services provided based on a predetermined contract.

Here, the information about the service provided is
(C01) In the case of a maintenance service, the work content (c02) In the case of an article sales service, the provided product name, the number of provided products, etc. may be used.

In addition, information on the contents of service requests
(D01) In the case of a maintenance service, the reported failure content (d02) In the case of an article sales service, the order product name, the number of ordered products, etc. may be used.

  Here, the above-described example is an example of information related to the provided service content and information related to the service request content. If the information related to the provided service content and the information related to the service request content are information related to the service content, the details are as follows. It doesn't matter.

  For example, when a maintenance service is provided, a failure of a device or system may easily occur at a predetermined time and time zone. Specifically, there are cases where a predetermined customer is likely to fail during a busy period, at the start of business, at the end of business, or during a specific work.

  Here, unlike the customer name or the like, the information such as the time when the failure is likely to occur is not information that directly identifies the customer. However, there is a case where a history such as a time when a failure is likely to occur can be information representing the characteristics of the customer. Therefore, the database 500 accumulates a history of times when failures are likely to occur (that is, times when service requests are often received), and stores the history and contract identification information in association with each other. Then, the server device 400 uses a history such as a time when service requests are often received for estimation of contract identification information.

  The business start time means a time when a customer performs a work for starting a business, such as a computer system, job activation, and preparation, and details of the work contents are not limited. Moreover, the time of business end means the time when the customer executes the work to end the business such as the stop of the computer system, the end of the job, and the cleanup, and the details of the work do not matter. The specific work time means when a job is executed, when data is input / output, when a customer takes a break, when a customer moves, and the like.

  In addition, in this document, the time zone means the type of time zone during the day, for example, all day, day time zone, nighttime, customer business hours, predetermined time zone, and the like. In this document, the day of the week means the type of day of the week, for example, weekday (for example, Monday to Friday), Monday to Saturday, specific day of the week, all days of the week, and the like. In this document, the contract for the computer system includes, for example, a contract for each apparatus, a collective contract for a plurality of devices, and the like.

  Next, the server device 400 will be described in detail.

  The server device 400 includes a control unit 410, a storage unit 420, and a communication unit 430. Each module of the server device 400 may be realized by a computer program that causes the computer mounted on the server device 400 to execute an operation on the server device 400 using its hardware.

  The storage unit 420 stores information necessary for the operation of the server device 400 and is realized using a RAM, a ROM, or the like. The storage unit 420 may be configured by realizing the function of the database 500.

  The communication unit 430 controls communication with the network 600.

  The control unit 410 controls the entire server device 400. For example, the control unit 410 may be realized using a CPU or the like.

  The control unit 410 acquires input information from the terminal device 300 and estimates contract identification information corresponding to the acquired input information.

  Hereinafter, the control unit 410 will be described in detail.

  FIG. 3 is a block diagram illustrating an example of an internal configuration of the control unit 410. The control unit 410 includes an information acquisition unit 411, an information management unit 412, an evaluation unit 413, and an estimation unit 414. FIG. 3 mainly describes modules related to the control unit 410 of the server apparatus 400 according to the present embodiment.

  The information acquisition unit 411 acquires input information from the terminal device 300. Specifically, the information acquisition unit 411 acquires, as input information, information regarding at least one of a part of information regarding the service providing side and a part of information regarding the service provided side regarding a predetermined service. Information on the service provider side and information on the service recipient side are as described above.

  Here, the information acquisition unit 411 may acquire, as input information, at least one of a part of information including at least one of a customer's name and contact information, and a part of information related to the service providing object.

  Further, the information acquisition unit 411 may further acquire at least one of a part of information regarding the provided service content and a part of information regarding the service request content as input information regarding the predetermined service.

  The information acquisition unit 411 converts part of the information of the types (a01) to (a04), (b01) to (b06), (c01) to (c02), and (d01) to (d02) as input information. You may get as For example, the information acquisition unit 411 may acquire, as input information, only the affiliation of the person who provided the service without including the first name and the last name among the information regarding the person who provided the service.

  The information management unit 412 sets a weight for each type of information. Specifically, the information management unit 412 sets a larger weight for the type of information that can easily identify the service recipient in the service history information. Here, the information management unit 412 may set the weight in the form of numerical values, characters, symbols, and the like. The database 500 may store weights in the form of numerical values, characters, symbols, etc., and details of the expression format of the weights are not limited.

  For example, when the information acquisition unit 411 acquires “customer name” as input information, it is easier to specify the service recipient than when “date and time of service provision” is acquired as input information. . Therefore, it is preferable that the information management unit 412 sets the weight for the “customer's personal name” larger than the weight for the “date and time when the service was provided”. When setting the weight for each type of information, the user may input the weight for each type of information using the input unit 100. Alternatively, the server device may read data in which the weight for each type of information is set, and store the data in the database 500.

  Further, when the information acquisition unit 411 acquires the input information, the information management unit 412 has the same information content corresponding to the information type included in the input information and the service history information stored in the database 500. The occurrence frequency of information may be calculated. For example, when the information acquisition unit 411 acquires the failure content of the device as input information, the information management unit 412 may calculate the number of times the same failure content is reported from the same customer. Then, the information management unit 412 calculates the occurrence frequency based on the number of times the failure content is reported, and stores the occurrence frequency of the failure (or the number of occurrences of the failure) in the database 500 in the service history information. You may register as

  When the information acquisition unit 411 receives an order for an article as input information, the information management unit 412 may calculate the number of times the same article is ordered from the same customer. Then, the information management unit 412 calculates the order frequency based on the number of times the article is ordered, and the order frequency of the article (or the order number of the article) at the customer is stored in the database 500 as service history information. You may register.

  In addition, when the information acquisition unit 411 acquires, as input information, the time, time zone, day of the week, etc., when the service request is received, the information management unit 412 Alternatively, the service request frequency may be calculated, and the calculated service request frequency may be registered in the database 500 as service history information.

  By calculating the service request frequency in this way, it is possible to grasp the time when there are many service requests (for example, maintenance service requests for devices etc.) from a predetermined customer. In other words, the server device 400 can accumulate a history of information related to service provision through service provision to customers. Then, the server apparatus 400 can use the history of information accumulated regarding service provision for specifying a customer and specifying contract identification information.

  The evaluation unit 413 compares the input information acquired by the information acquisition unit 411 with the corresponding service history information for each type of information, and calculates an evaluation value. The evaluation unit 413 further calculates an evaluation value with the corresponding static information for each type of information in the input information.

  Specifically, when the information acquisition unit 411 acquires information on the customer's name, contact information, and service provision target as input information, the database 500 relates to the information on the customer name, contact information, and service provision target. The evaluation value is calculated by collating with the information stored in.

  Furthermore, the evaluation unit 413 calculates one or more evaluation values for each type of information in the input information, and calculates a statistical value of the evaluation value (evaluation value total, evaluation value average value, etc.). You may do it. Specifically, the evaluation unit 413 calculates an evaluation value based on an evaluation function that uses the weight set for each type of information and the degree of coincidence of information. Here, the degree of coincidence of information means a value indicating coincidence between the information included in the input information and the information stored in the database 500.

  For example, the evaluation unit 413 does not calculate the degree of coincidence of information when the information included in the input information does not match the information stored in the database 500 for each type of information (degree of coincidence = 0). ). Alternatively, the evaluation unit 413 may determine the degree of coincidence of information according to the proportion of information included in the input information and the information stored in the database 500 for each type of information.

  For example, when the information acquisition unit 411 acquires the contact's name as input information, the last name and first name acquired as input information match the contact's first name and last name stored in the database 500. In step S413, the degree of coincidence is calculated as 100%. If either one of the last name or the first name acquired as input information matches one of the last name or first name of the contact stored in the database 500, the evaluation unit 413 calculates the degree of coincidence as 50%. Then, the degree of coincidence of information may be determined according to the proportion of coincidence. Or, if the part of the surname (or first name) obtained as input information matches the part of the contact person's last name (or first name) stored in the database 500, the information matches according to the matching ratio The degree may be determined. Of course, the method for calculating the degree of coincidence of information may be changed for each type of information. There are various methods for calculating the degree of coincidence of information, and the details thereof do not matter.

  When the database 500 stores weights in the form of characters, symbols, etc., the evaluation unit 413 converts the weights stored in the database 500 into values used as weights in the evaluation function. Also, when the database 500 stores weights in the form of numerical values, the evaluation unit 413 may convert the weight numerical values stored in the database 500 into values used as weights in the evaluation function. It should be noted that an expression for converting the weight stored in the database 500 and the value used as the weight in the evaluation function is set in advance.

  Alternatively, the evaluation unit 413 may calculate the evaluation value based on an evaluation function that further considers the newness of the information registration time. Specifically, the evaluation unit 413 may calculate the evaluation value based on an evaluation function that calculates the evaluation value higher as the information registration time is newer.

  For example, the server apparatus 400 may configure the database 500 so as to validate the latest service history information. That is, when the information acquisition unit 411 acquires information different from the service history information stored in the database 500 as input information, the service history information stored in the database 500 may be rewritten with the acquired input information.

  For example, when a new sales representative is input, the server apparatus 400 may register the new sales representative in the database 500 and delete the registered information on the existing sales representative. As a result, the evaluation unit 413 calculates an evaluation value based on the information of the newly registered salesperson. In this case, since the information on the conventional sales person has been deleted from the database 500, the evaluation value 413 does not use the registered information on the conventional sales person for calculating the evaluation value.

  Alternatively, the server device 400 may configure the database 500 so as to validate the latest predetermined number of service history information for each type of information. That is, when the information acquisition unit 411 acquires information different from the service history information stored in the database 500 as input information, new input information may be added to the service history information in the database 500.

  For example, when a new sales representative is input, the server apparatus 400 may add the information on the new sales representative to the database 500 in addition to the registered information on the existing sales representative. good. Then, the evaluation unit 413 may calculate the evaluation value by placing more importance on the information on the new salesperson than on the registered information on the existing salesperson.

  The evaluation unit 413 may calculate an evaluation value based on an evaluation function that further considers the occurrence frequency of input information. Specifically, the evaluation unit 413 may calculate the evaluation value based on an evaluation function that calculates the evaluation value higher as the occurrence frequency of the input information is higher in the same customer.

  For example, when providing a maintenance service, the evaluation unit 413 calculates an evaluation value based on an evaluation function that calculates an evaluation value higher as the same failure reporting frequency is higher in the same device (same system). Also good.

  The estimation unit 414 estimates contract identification information corresponding to input information based on the evaluation value calculated by the evaluation unit 413. In addition, the evaluation unit 413 calculates one or two or more evaluation values for each type of information in the input information, and calculates a statistical value of the evaluation value (total value of evaluation values, average value of evaluation values, etc.). If calculated, the estimation unit 414 may estimate the contract identification information based on the statistical value calculated by the evaluation unit 413.

  Here, the estimation unit 414 estimates one or more pieces of contract identification information corresponding to the input information based on an evaluation value (or a statistical value of the evaluation value) that satisfies a predetermined condition. For example, the estimation unit 414 may estimate contract identification information corresponding to input information based on an evaluation value (or a statistical value of the evaluation value) exceeding a predetermined threshold. Alternatively, when the evaluation unit 413 calculates an evaluation value with two or more service history information for each type of information in the input information, the estimation unit 414 corresponds to the service history information having a higher evaluation value. Contract identification information to be output may be output as an estimation result.

  Then, the estimation unit 414 notifies the terminal apparatus 300 of the estimated contract identification information. Here, the estimation unit 414 may notify the terminal device 300 of the estimated contract identification information and the corresponding evaluation value. Further, when two or more pieces of contract identification information are estimated, the estimation unit 414 may rearrange the estimated contract identification information in descending order of evaluation values (or in ascending order) and notify the terminal device 300 of the sorted contract identification information.

  Next, an example of the configuration of the database 500 will be described. The following description is an example of the configuration of the database 500, and the configuration of the database 500 is not intended to be limited to the configuration described below. The database 500 may or may not include the following tables, and may be divided into a plurality of tables. The table shown below is merely an example, and is not intended to limit the format of the table, the format of data stored in the table, and the like. Of course, normalization of the table or the like may be performed to optimize the format of stored data. For data optimization and the like, a known technique may be adopted as appropriate, and thus description thereof is omitted in this document.

  The database 500 includes an information type database, a contract information database, a service history information database, a customer information database, and a system information database. When the server apparatus 400 acquires the input information, the server apparatus 400 refers to one or more tables stored in the database 500 and specifies information of a desired type different from the input information.

(Information type database)
The information type database stores information related to the type of information. For example, the information type database may store data in a table format. In the following description, a table stored in the information type database is referred to as an information type table.

  The information type database is a database in which contract identification information corresponding to each contract, information type, and weight corresponding to each information type are registered. Here, the type of information is the type of information shown in the above (a01) to (a04), (b01) to (b06), (c01) to (c02), and (d01) to (d02). It is preferable to include at least one of them. That is, when the database 500 stores various tables described below (FIGS. 4 to 10), the information type database is information in which the types of information stored in the various tables are associated with the corresponding weights. Is stored.

  FIG. 4 is a diagram illustrating an example of the information type table. The information type table illustrated in FIG. 4 is a table in which information types, display names to be presented to the user, and weights corresponding to the types of information are associated with each other. Specifically, the information type table shown in FIG. 4 indicates that the information type includes contract identification information, customer name, customer address, and customer telephone number. Further, the information type table shown in FIG. 4 indicates that each type of information is presented to the user under the name of contract number, customer name, address, and telephone number. Note that the information type table shown in FIG. 4 is an example, and is not intended to limit the type of information.

  As described above, it is preferable that the weight for the information type is set to be larger as the information type is easier to identify the service recipient (that is, the customer). For example, in the case of the information type table shown in FIG. 4, the weight for the contract identification information is the largest, and the weight for the address is the smallest.

  As described above, the contract identification information is information uniquely assigned to each contract. Therefore, when the server apparatus 400 acquires the contract identification information as input information from the terminal apparatus 300, the server apparatus 400 refers to the information type table shown in FIG. It becomes easy to uniquely identify the corresponding customer.

  On the other hand, for different contracts, two or more customers may have the same address. In that case, even if the server device 400 acquires the customer's address as input information from the terminal device 300, it is difficult for the server device 400 to uniquely identify the customer based on the customer's address. Therefore, in the case of the information type table shown in FIG. 4, the weight for the contract identification information is set larger than the weight for the customer's address.

(Contract information database)
The contract information database stores contract identification information and contract information. For example, the contract information database may store data in a table format. In the following description, a table stored in the contract information database is referred to as a contract information table.

  The contract information means information on the contract range decided at the time of contract conclusion. The contract information may include information on a contract application period (service provision start date to service provision end date), contract application date (service provision date), and contract time zone. Even within the contract application period, if the day (day of the week) other than the contract application date or the time zone is out of the contract time, the contract application is excluded. Further, the contract information may include information related to whether or not the service can be provided, the contents of the provided service, the consideration (cost) for providing the service, etc. within and outside the contract range. For example, in the case of a contract related to a maintenance service for equipment, the contract information includes information regarding a computer system to be maintained, a maintenance response time zone, and costs, which are defined as a contract scope when the contract is concluded.

  FIG. 5 is a diagram illustrating an example of the contract information table. The contract information table shown in FIG. 5 is a table that stores information for each type of information including contract identification information, system ID, contract application period, contract application date, and contract time zone.

  The system ID shown in FIG. 5 is information for identifying the system when the service providing target is a system. When the service providing object is not a system, information for identifying the service providing object may be stored in the contract information table instead of the system ID shown in FIG. For example, when providing a service on a customer basis, the customer ID may be stored in the contract information table instead of the system ID shown in FIG. When providing a service on a terminal basis, the terminal ID may be stored in the contract information table instead of the system ID shown in FIG.

  The contract application period, contract application date, and contract time zone shown in FIG. 5 indicate the period, date, and time zone during which the contract is applied (or excluded). The details are not particularly limited as long as the information can indicate whether or not the contract is applied. In addition, when the contract application period, contract application date, and contract time zone are indicated using symbols, the conversion formula is used to convert the symbol etc. into the contract application period, contract application date, and contract time zone. Of course, it is set in advance.

(Customer information database)
The customer information database stores information about customers corresponding to each contract identification information. Here, the customer information includes at least one of personal information and corporate information. For example, the customer information database may store data in a table format. In the following description, among the tables stored in the customer information database, a table indicating information related to an individual customer (or a person in charge at a corporate customer) is referred to as a personal information table. Moreover, in the following description, the table which shows the information regarding a corporate customer (or corporation to which an individual customer belongs) among the tables stored in a customer information database is called a corporate information table. That is, when storing data in a table format, the customer information database stores at least one of a personal information table and a corporate information table. In the customer information database, when data is stored in a table format, it is a matter of course that information related to individuals and information related to corporations may be combined into one table.

  FIG. 6 is a diagram illustrating an example of the personal information table. The personal information table shown in FIG. 6 is a table that stores information for each type of information including a customer ID, a corporate ID, an address, a telephone number, a department name, and a person in charge.

  The customer ID is a character, symbol or the like for uniquely identifying the customer. The corporate ID is a character, symbol or the like for uniquely identifying the corporate to which the customer belongs. The address is the customer's address. When the service providing object is a computer system, the address may be an installation place of the computer system. The department name is a department name of a customer, a department name of a person in charge, or the like. The name of the person in charge is the name of the person in charge of contact on the customer side.

  FIG. 7 is a diagram illustrating an example of a corporate information table. The corporate information table shown in FIG. 7 is a table that stores information for each type of information including a corporate ID, a corporate name, an address, and a telephone number.

  The corporate ID is a character, symbol or the like for identifying the corporate. The corporation name is a name for identifying the corporation. The address is the address of a corporation (or corporate headquarters). The telephone number is a corporate telephone number or a corporate representative telephone number.

(System information database)
The system information database stores information on the service provision target device and system corresponding to each contract identification information. For example, the system information database may store data in a table format. In the following description, a table indicating the system ID among the tables stored in the system information database is referred to as a system ID table. In the following description, a table indicating a system configuration among tables stored in the system information database is referred to as a system configuration table.

  FIG. 8 is a diagram illustrating an example of a system ID table. The system ID table shown in FIG. 8 is a table that stores information for each type of information including a system ID and a customer ID.

  FIG. 9 is a diagram illustrating an example of a system configuration table. 9 includes a system ID, a product name, and a serial number. This is a table for storing information for each type of information including (Number).

  The product name is a name for identifying the product. The product name may be an official name, a common name, or a name used in a specific group (for example, a specific corporation), and the details thereof are not limited. Serial No. Is information for uniquely identifying devices having the same product name.

  For example, it is assumed that the server device 400 acquires a product name as input information. In that case, the server apparatus 400 may specify the customer ID based on the acquired product name with reference to the system ID table and the system configuration table.

(Service history information database)
The service history information database stores service history information corresponding to each contract identification information. For example, the service history information database may store data in a table format. In the following description, a table stored in the service history information database is referred to as a service history information table.

  FIG. 10 is a diagram illustrating an example of the service history information table. The service history information table shown in FIG. 10 includes a customer ID, a contact name, a name of a receptionist, a name of a sales representative, a failure handler (corresponding to the above-mentioned “person who provided the service”), and a failure response. Information is stored for each type of information including the date and time (corresponding to the above “date and time when the service was provided”). In the service history information table shown in FIG. 10, information related to three times of failure handling (that is, service provision) is stored for the customer ID “U00001”. FIG. 10 is an example of the service history information table, and the type of information stored in the service history information table is not limited to the type of information illustrated in FIG. For example, the service history information table may store various types of information related to service provision, such as the time zone when the contact is received, the day of the week, the gender of the contact, the e-mail address of the contact, and information on the content of the service request.

  For example, consider a case where the user of the terminal device 300 hears a sales representative name from a customer and inputs the heard sales representative name to the terminal device 300 as input information. In that case, the customer may mistakenly name the name of the past sales representative instead of the current sales representative name. Alternatively, the customer may give a name of a past sales representative without knowing that the sales representative has changed due to personnel changes on the service provider side. In that case, the past sales representative name is stored together with the current sales representative name in the service history information database, and the evaluation unit 413 calculates an evaluation value based on the past sales representative name. May be. And the estimation part 414 can estimate contract identification information using the evaluation value calculated based on the past salesperson name.

  In the service history information table shown in FIG. 10, the sales representative and the failure response are associated with each other in a one-to-one relationship. However, FIG. 10 is an example of a service history information table, and does not indicate that the database 500 according to the present embodiment stores sales representatives and failure responses in a one-to-one relationship.

  Next, operations of the information management system 1 including user operations will be described with reference to FIGS. 11 and 12. In addition, in FIG. 11, the terminal device 300 shall be comprised including a display part.

  First, the terminal apparatus 300 instructs the server apparatus 400 to start the “contract information identification support program” 403. When the “contract information identification support program” 403 is started, the server apparatus 400 causes the terminal apparatus 300 to display an input information input screen (the contact content reception form 301 shown in FIGS. 11 and 12).

  The user of the terminal device 300 uses the input unit 100 to input input information corresponding to the contract identification information to be searched for into the contact content reception slip 301.

  FIG. 12 is a diagram illustrating an example of the contact content reception form 301. The contact content reception form shown in FIG. 12 is an example of an input information input screen when providing maintenance services for devices, systems, and the like. Specifically, the contact details reception slip shown in FIG. 12 includes “contract number”, “customer name”, “address”, “contract time zone”, “device name”, “device number”, “contact date”. , “Sales”, “Previous Customer”, “Last Visitor”, “Customer Number”, “Customer Name”, “Contact Name”, “Contact TEL”, “Contact E-Mail” , “Declaration details” and “Failure occurrence date / time” input areas are included. Further, the contact content reception form shown in FIG. 12 includes a “contract search” button.

  When the terminal device 300 displays the contact content reception form 301 shown in FIG. 12, the user of the terminal device 300 may input the “contract number” if the “contract number” can be input. When the “contract number” is input, the terminal device 300 transmits the input “contract number” to the server device 400 as the contract identification information. The server apparatus 400 refers to the contract information database 404 and acquires contract information based on the transmitted contract identification information.

  On the other hand, when the “contract number” is unknown, the user of the terminal device 300 may input information that can be input. Here, the user of the terminal device 300 does not have to input information in all items of the contact content reception form 301. For example, the user of the terminal device 300 may input “Affiliation” as “Sales in charge” and leave “Name” blank.

  The user of the terminal device 300 presses a “contract search” button (for example, clicks on the “contract search” button) after inputting inputable information into the contact content reception slip 301.

  When the terminal device 300 determines that the process of pressing the “contract search” button has been executed, the terminal device 300 transmits the information input in the contact content reception form 301 to the server device 400 as input information.

  The server device 400 uses the “contract information identification support program” 403 to calculate the weight based on the information type database 401 and the weight calculation formula 402 for each type of transmitted input information. Further, the server apparatus 400 uses the “contract information identification support program” 403 to refer to the contract information database 404, the service history information database 405, the customer information database 406, and the system information database 407 for each type of input information. The evaluation value is calculated. Then, the server device 400 uses the “contract information identification support program” 403 to calculate a statistical value of the evaluation value when the input information includes two or more types of information.

  Then, the server apparatus 400 uses the “contract information identification support program” 403 to estimate the contract identification information corresponding to the input information based on the calculated statistical value and the contract information database 404.

  Then, the server apparatus 400 notifies the terminal apparatus 300 of the estimated contract identification information. When the terminal device 300 receives the contract identification information from the server device, the terminal device 300 displays the received contract identification information. Here, as described above, the server apparatus 400 may estimate two or more pieces of contract identification information based on the evaluation value (or the statistical value of the evaluation value). In that case, the terminal device 300 may display two or more pieces of contract identification information.

  Next, the operation of the information management system 1 will be described with reference to FIGS.

  FIG. 13 is a flowchart illustrating an example of the operation of the server apparatus 400. FIG. 14 is a sequence diagram illustrating an example of the operation of the information management system 1 when the input information includes contract identification information. FIG. 15 is a sequence diagram illustrating an example of the operation of the information management system 1 when the input information does not include contract identification information. FIG. 16 is a sequence diagram illustrating an example of the operation of the information management system 1 when generating a list of contract information. In the processes shown in FIGS. 13 to 16, it is assumed that the service providing target is a predetermined device.

  In step S1 illustrated in FIG. 13, the communication unit 430 receives data. Specifically, the terminal device 300 transmits input information to the server device (processing A1 shown in FIG. 14). Then, the communication unit 430 receives data including input information from the terminal device 300. Then, the information acquisition unit 411 acquires the data acquired by the communication unit 430.

  In step S2 shown in FIG. 13, the estimation unit 414 determines the type of data. Specifically, the server device 400 transmits a data type inquiry request to the database 500 for each piece of information included in the input information (process A2 shown in FIG. 14). Then, the database 500 inquires about the data type and transmits the data type to the server device 400 (process A3 shown in FIG. 14).

  In step S3 shown in FIG. 13, the estimation unit 414 determines whether the contract identification information can be uniquely specified. Specifically, the estimation unit 414 selects information corresponding to a predetermined type of information from the input information. Then, the estimation unit 414 determines whether or not the contract identification information can be uniquely specified based on the selected information type information. For example, when the input information includes a correct contract number, the estimation unit 414 determines that the contract identification information can be uniquely specified. Even if the information specified as the contract identification information is included in the input information, if the contract identification information is incomplete (partially missing information, etc.), the estimation unit 414 Determines that the contract identification information cannot be uniquely identified.

  If the contract identification information can be uniquely identified (Yes branch in step S3 shown in FIG. 13), the estimation unit 414 transmits the contract information to the terminal device 300 (step S4 shown in FIG. 13). Specifically, the estimation unit 414 refers to the contract information database and specifies the contract identification information based on the input information. Then, the server device 400 transmits a contract information inquiry request to the database 500 (process A4 shown in FIG. 14). Then, the database 500 inquires about the contract information and transmits the contract information to the server device 400 (process A5 shown in FIG. 14).

  On the other hand, when the contract identification information cannot be uniquely identified (No branch in step S3 shown in FIG. 13), the estimation unit 414 determines whether there is undecided information in the input information (FIG. 13). Step S5). If there is undetermined information in the input information (“Yes” branch in step S5 shown in FIG. 13), the process returns to step S2 shown in FIG. That is, when the contract identification information cannot be uniquely specified, the estimation unit 414 selects information corresponding to the type of information that has not been determined from the input information. And the process of step S2 and step S3 shown in FIG. 13 is repeated using the information corresponding to the selected information type. On the other hand, when there is no undetermined information in the input information (“no” branch in step S5 shown in FIG. 13), the process proceeds to step S6 shown in FIG.

  In step S6 illustrated in FIG. 13, the estimation unit 414 determines whether or not a service provision target device can be uniquely identified. Specifically, referring to the system information database, the estimation unit 414 determines whether or not the service provision target device can be uniquely identified based on the input information.

  When the service provision target device can be uniquely identified (Yes in step S6 shown in FIG. 13), the control unit 410 stores the contract information of the corresponding device in the buffer (storage unit 420) (FIG. Step S7) shown in FIG. And it changes to step S13 shown in FIG. Specifically, when the input information includes a device ID, the server device 400 transmits the device ID to the database 500 (process A21 shown in FIG. 15). The database 500 transmits the contract information associated with the device ID to the buffer (storage unit 420) (process A22 shown in FIG. 15).

  On the other hand, when it is not possible to uniquely identify the service provision target device (No branch in step S6 shown in FIG. 13), the process proceeds to step S8 shown in FIG.

  In step S8 shown in FIG. 13, the estimation unit 414 determines whether or not a customer can be uniquely identified. Specifically, referring to the customer information database, the estimation unit 414 determines whether or not a customer can be uniquely specified based on input information. If the customer can be uniquely identified (Yes branch in step S8 shown in FIG. 13), the control unit 410 stores the contract information of the corresponding customer in the buffer (storage unit 420) (step shown in FIG. 13). S9). And it changes to step S13 shown in FIG. Specifically, when the input information includes a customer ID, the server device 400 transmits the customer ID to the database 500 (process A31 shown in FIG. 15). The database 500 transmits the contract information associated with the customer ID to the buffer (storage unit 420) (Process A32 shown in FIG. 15).

  On the other hand, if the customer cannot be uniquely identified (No branch in step S8 shown in FIG. 13), the process proceeds to step S10 shown in FIG.

  In step S10 shown in FIG. 13, the estimation unit 414 determines whether or not a sales representative can be uniquely identified. Specifically, referring to the service history information table, the estimation unit 414 determines whether or not the sales representative can be uniquely identified based on the input information. When the sales representative can be uniquely identified (Yes in step S10 shown in FIG. 13), the control unit 410 stores the contract information of the corresponding customer in the buffer (storage unit 420) (see FIG. 13). Step S11). And it changes to step S13 shown in FIG. When the input information includes the sales representative name, the server apparatus 400 transmits the sales representative name to the database 500 (process A41 shown in FIG. 15). The database 500 transmits the contract information of the customer and the device in charge of the sales staff to the buffer (storage unit 420) (process A42 shown in FIG. 15).

  On the other hand, when it is not possible to identify the sales representative (No branch in step S10 shown in FIG. 13), the control unit 410 stores the contract information of all customers in the buffer (storage unit 420) (shown in FIG. 13). Step S12). That is, the database 500 transmits the contract information of all customers to the buffer (storage unit 420) (process A43 shown in FIG. 15).

  Alternatively, if two or more customers can be specified by the processing up to step S10 shown in FIG. 13, the contract information of the two or more specified customers is buffered (storage unit 420) in step S12 shown in FIG. You may memorize.

  In step S13 illustrated in FIG. 13, the evaluation unit 413 refers to the database 500 and acquires a weight for each type of information. Specifically, the evaluation unit 413 specifies various types of information included in the input information. Then, the evaluation unit 413 refers to the information type database, and acquires a corresponding weight for each specified type of information. Specifically, the server device 400 transmits the information type included in the input information to the database 500, and transmits a weight inquiry request to the database 500 (process A101 shown in FIG. 16). The database 500 transmits the weight corresponding to the information type for which the inquiry request has been received, to the server apparatus 400 (process A102 shown in FIG. 16).

  In step S14 shown in FIG. 13, the evaluation unit 413 calculates an evaluation value. Specifically, the evaluation unit 413 calculates an evaluation value by reflecting the weight for each type of information and the degree of coincidence of information in a preset evaluation function (process A103 shown in FIG. 16). Here, the evaluation unit 413 calculates an evaluation value for each piece of contract information stored in the buffer (storage unit 420).

  Further, the evaluation unit 413 may calculate the evaluation value in consideration of the newness of the information registration time in the database 500. For example, it is assumed that the service history information database stores two or more pieces of information for one type of information. In this case, the evaluation unit 413 may calculate the evaluation value so that the input information that matches the new information at the new registration time has a higher evaluation value.

  When the evaluation unit 413 calculates an evaluation value corresponding to two or more types of information, the evaluation value statistical value (the total of the evaluation values calculated for each type, the average of the evaluation values calculated for each type) Etc.) may be calculated.

  In step S15 shown in FIG. 13, the estimation unit 414 arranges the contract information in the buffer in ascending order (or descending order) based on the calculated evaluation value. That is, the server apparatus 400 instructs the buffer (storage unit 420) to rearrange the contract information (Process A104 shown in FIG. 16). Then, the estimation unit 414 rearranges the evaluation values (or statistical values of the evaluation values) calculated by the evaluation unit 413 in ascending or descending order, thereby ascending permutation (or descending permutation) of the contract identification information corresponding to the evaluation values. ) Is generated. And the estimation part 413 produces | generates the ascending permutation (or descending permutation) of corresponding contract information based on the ascending permutation (or descending permutation) of contract identification information.

  In step S <b> 16 illustrated in FIG. 13, the control unit 410 transmits a list of contract information to the terminal device 300. Specifically, the estimation unit 414 generates a list of contract information based on the ascending order (or descending order) of the contract information. And the control part 410 transmits the list of the contract information which the estimation part 414 produced | generated to the terminal device 300 (process A105 shown in FIG. 16).

  Of course, as described above, the estimation unit 414 may limit the contract information to be transmitted. For example, the estimation unit 414 may select a predetermined number of pieces of contract identification information among contract identification information having a higher evaluation value (or statistical value of evaluation values). Then, the estimation unit 414 may generate a list of contract information based on the selected contract identification information.

  If the estimation unit 414 cannot estimate the contract identification information, the input information may be incorrect. Specifically, when the evaluation unit 413 cannot calculate an evaluation value that satisfies the condition, the estimation unit 414 cannot estimate the contract identification information. In that case, since the input information may be incorrect, the control unit 410 may notify the terminal device 300 that the input information is incorrect.

  As described above, the information management system 1 according to the present embodiment accumulates various types of information obtained through providing a service based on a contract, and specifies a contract range based on the accumulated information. Estimate contract identification information. Here, in the information management system 1 according to the present embodiment, the information obtained through providing the service based on the contract may not be information that can directly estimate the contract identification information.

  For example, when the contract identification information heard from the customer is incorrect, the service provider may take time to confirm the contract identification information and the contract information. However, in the information management system 1 according to the present embodiment, when the service provider receives a service provision request from a customer, even if the correct contract identification information cannot be obtained from the customer (cannot be obtained), Based on the information, the contract identification information can be estimated. Therefore, by using the information management system 1 according to the present embodiment, the service providing side can efficiently confirm the contract identification information and the contract information, and can provide the service to the customer efficiently and appropriately.

  On the other hand, it may be troublesome for the service provided side (customer side) to declare the contract identification information when requesting the service. For example, if the customer is asked for the contract identification information when requesting the service, the customer must prepare the contract or a document on which the contract identification information is written, and request the service.

  However, the information management system 1 according to the present embodiment can estimate the contract identification information based on information different from the contract identification information. Specifically, the contract identification information can be estimated based on the information related to the service provision so far without acquiring the contract identification information. That is, in the information management system 1 according to the present embodiment, the customer does not need to prepare a contract or a document on which the contract identification information is written at the time of requesting a service. In the information management system 1 according to the present embodiment, the customer side only has to declare information that the customer knows when requesting a service. Therefore, the information management system 1 according to the present embodiment contributes to reducing the burden on the customer side when requesting a service.

  In addition, when requesting a service for a customer, it may be bothersome and frustrating to report various information on the customer side such as name (including corporate name), address, and contact information. However, in the information management system 1 according to the present embodiment, the customer side declares information on the service provider side (past service provider, past respondent, responsible sales person, etc.) in the conventional service provision. May be. Further, in the information management system 1 according to the present embodiment, the customer side may declare information on the service provided so far. In this way, identifying a customer based on information accumulated through service provision so far makes the customer feel that the service provider values the service provided to the customer. Contribute to improving customer satisfaction.

[Second Embodiment]
Next, a second embodiment will be described.

  In the present embodiment, contract identification information is estimated using a voiceprint of a contact person who requests a service. In the description of the present embodiment, the description of the same part as the above embodiment is omitted. Further, in the description of the present embodiment, the same components as those of the above-described embodiment are denoted by the same reference numerals, and the description thereof is omitted. In the description of the present embodiment, the description of the same operational effects as those of the above-described embodiment is also omitted.

  FIG. 17 is a diagram illustrating an example of the overall configuration of the information management system 1a according to the present embodiment. The difference between the information management system 1 shown in FIG. 2 and the information management system 1a shown in FIG. 17 is that the control unit 410 of the server device 400 of the information management system 1 and the control unit 410a of the server device 400 of the information management system 1a. Is a different point.

  FIG. 18 is a block diagram illustrating an example of an internal configuration of the control unit 410a according to the present embodiment. The difference between the control unit 410 shown in FIG. 3 and the control unit 410a shown in FIG. 18 is that the control unit 410a shown in FIG.

  When a predetermined service request is received through the telephone line, the voiceprint extraction unit 415 extracts a voiceprint (hereinafter referred to as a first voiceprint) from the voice of the contact person of the predetermined service request.

  Specifically, when receiving a predetermined service request through a telephone line, the terminal device 300 records the voice of the contact person of the predetermined service request. Then, the terminal device 300 transmits the recorded voice (voice signal) to the server device 400.

  When the server apparatus 400 receives the audio signal from the terminal apparatus 300, the server apparatus 400 inputs the received audio signal to the voiceprint extraction unit 415. The voiceprint extraction unit 415 extracts a feature amount (for example, a spectrum in the frequency domain) as a voiceprint from the input voice signal. There are various methods for extracting a voiceprint (feature amount) from an audio signal, and details thereof are not limited.

  The information acquisition unit 411 according to the present embodiment acquires the first voice print extracted by the voice print extraction unit 415 as part of the input information related to the service provided side.

  Here, the database 500 according to the present embodiment stores in advance a history of the voiceprint (hereinafter referred to as the second voiceprint) of the contact person of the service request as a history of information related to the service provided side. .

  When the information acquisition unit 411 acquires the first voice print, the evaluation unit 413 according to the present embodiment compares the first voice print with the second voice print history stored in advance in the database 500, and evaluates the evaluation value. Is calculated. Specifically, the evaluation unit 413 uses an evaluation function that weights the weight assigned to the type of contact voiceprint in the database 500 to the matching result (matching degree) between the first voiceprint and the second voiceprint. To calculate an evaluation value.

  Further, the evaluation unit 413 may calculate the evaluation value in consideration of the newness of the time when the voiceprint is registered. Specifically, the evaluation unit 413 evaluates based on an evaluation function that uses the weight assigned to the type of contact voiceprint, the matching result (degree of coincidence), and the newness of the time when the voiceprint was registered. Calculate the value. For example, when two or more contact voiceprints are stored as service history information in the database 500, the evaluation unit 413 uses an evaluation function that increases the evaluation value of a new contact voiceprint at the registered time. Thus, the evaluation value may be calculated.

  Further, the evaluation unit 413 may calculate the evaluation value by further considering the number of contacts for each contact person (corresponding to the “information occurrence frequency” described above). Specifically, the evaluation unit 413 may calculate the evaluation value by using an evaluation function in which the evaluation value increases as the voiceprint of the contact person who contacts more frequently.

  The estimation unit 414 according to the present embodiment estimates the contract identification information including the evaluation value calculated based on the first voiceprint. That is, the estimation unit 414 according to the present embodiment estimates the contract identification information using the contact's voiceprint. The contact's voiceprint is one of the types of information in the service history information. Therefore, the estimation unit 414 according to the present embodiment estimates contract identification information by further using the contact person's voiceprint together with the type of information described in the first embodiment.

  When the first voice print is not registered as the second voice print in the database 500, the control unit 410a registers the first voice print as the second voice print in the database 500.

  As described above, the information management system 1a according to the present embodiment estimates contract identification information using a voiceprint of a contact person who requests a service. Therefore, by using the information management system 1a according to the present embodiment, the service providing side contributes to estimating the contact person without confirming the name of the contact person from the contact person. Therefore, the information management system 1a according to the present embodiment has the same effect as the information management system 1 according to the first embodiment, and contributes to the estimation of contract identification information more efficiently.

  In the above description, the form in which the terminal device 300 and the server device 400 are different devices has been described. However, the terminal device 300 and the server device 400 may be configured integrally. Specifically, the server device 400 may be configured to include the function of the terminal device 300. That is, the function of the server device 400 and the function of the terminal device 300 may be configured in the same device.

  In the above description, the service history database stores two or more pieces of information for one information type. However, as a matter of course, in the service history database, one latest information may be stored for each type of information. That is, when the server apparatus 400 acquires new information for the registered information type, it is needless to say that the registered information may be rewritten with the new information.

  A part or all of the above-described embodiment can be described as in the following supplementary notes, but is not limited thereto.

  (Additional remark 1) It is as the control apparatus which concerns on a said 1st viewpoint.

  (Additional remark 2) It further has an information management part which sets a big weight, so that the classification of information in which a service provider is easy to specify, and the storage part includes the weight set for each type of information, In addition 1, the evaluation unit calculates and stores the evaluation value based on an evaluation function that uses the weight set for each type of information and the degree of coincidence of information. The control device described.

  (Additional remark 3) When the said information acquisition part acquires the said input information, the content of the information corresponding to the information classification contained in the said input information and the content of the said service history information are the same as the said information management part The control device according to appendix 2, wherein the occurrence frequency of information is calculated, and the evaluation unit calculates the evaluation value based on the evaluation function that further considers the occurrence frequency.

  (Additional remark 4) The said memory | storage part matches and memorize | stores each information contained in the said service history information, and the registration time of information, The said evaluation part further considers the newness of the registration time of information, The control device according to attachment 2 or 3, wherein the evaluation value is calculated based on an evaluation function.

  (Supplementary Note 5) The service history information includes a history of information related to one or more contacts who requested a service, and the input information includes a part of information related to a contact who requested a predetermined service. The control device according to any one of appendices 1 to 4, wherein the evaluation unit calculates the evaluation value related to a contact person who requested a predetermined service.

  (Additional remark 6) When a predetermined service request is received through a telephone line, the voice data extracting unit further extracts a first voice print from a voice of a contact person of the predetermined service request, and the storage unit includes the service request The history of the second voice print of the contact person is stored in advance as a history of information related to the service provided side, and the information acquisition unit extracts the first voice print extracted by the voice print extraction unit as the service provided And when the information acquisition unit acquires the first voice print, the evaluation unit acquires the first voice print and the second voice print stored in advance by the storage unit. The above-mentioned history is collated, the evaluation value is calculated, and the estimation unit estimates the contract identification information including the evaluation value calculated based on the first voiceprint. The control device according to any one of .

  (Supplementary note 7) The service history information includes a history of information related to one or more receivers that received a service request, and the input information is a part of information related to the receivers that received a predetermined service request. The control device according to any one of appendices 1 to 6, wherein the evaluation unit calculates the evaluation value relating to one or more receivers who have received a service request.

  (Supplementary Note 8) The storage unit further stores contract information and the contract identification information in association with each other, and the evaluation unit stores the service history information corresponding to each type of information in the input information. Or the control device according to any one of appendices 1 to 7, wherein at least one of the contract information is collated and the evaluation value is calculated.

  (Additional remark 9) The said storage part further memorize | stores at least any one of the log | history of the information regarding provided service content, the log | history of the information regarding service request content regarding the service provided based on a predetermined contract as the said service history information. The information acquisition unit further acquires, as the input information, at least one of a part of information about the provided service content and a part of the information about the service request content regarding the predetermined service. A control device according to claim 1.

  (Supplementary Note 10) As in the information management system according to the second aspect.

  (Additional remark 11) It is as the information management method concerning the said 3rd viewpoint.

  (Additional remark 12) It is as the program which concerns on the said 4th viewpoint.

  In addition, the form shown to said supplementary notes 10 thru | or 12 can be expand | deployed to the form shown to appendix 2 thru | or 9 similarly to the form shown to supplementary note 1. FIG.

  The disclosure of the above patent document is incorporated herein by reference. Within the scope of the entire disclosure (including claims) of the present invention, the embodiment can be changed and adjusted based on the basic technical concept. Further, various combinations or selections of various disclosed elements (including each element of each claim, each element of each embodiment, each element of each drawing, etc.) are possible within the framework of the entire disclosure of the present invention. is there. That is, the present invention of course includes various variations and modifications that could be made by those skilled in the art according to the entire disclosure including the claims and the technical idea. In particular, with respect to the numerical ranges described in this document, any numerical value or small range included in the range should be construed as being specifically described even if there is no specific description.

1, 1a Information management system 100 Input unit 200 Output unit 300 Terminal device 301 Contact content acceptance slip 310, 410, 410a Control unit 320, 420 Storage unit (buffer)
330, 430 Communication unit 400 Server device 401 Information type database 402 Weight calculation formula 403 Contract information identification support program 404 Contract information database 405 Service history information database 406 Customer information database 407 System information database 411, 1002 Information acquisition unit 412 Information management Unit 413, 1003 evaluation unit 414, 1004 estimation unit 415 voice print extraction unit 500 database 600 network 1000 control device 1001 storage unit 1010 service history information 1011 input information

Claims (10)

Service history information including at least one of a history of information relating to a service provider and a history of information relating to a service recipient regarding a service provided based on a predetermined contract, and contract identification information for identifying each contract A storage unit that stores the associated information;
An information acquisition unit that acquires, as input information, information including at least one of a part of information on a service provider side and a part of information on a service receiver side for the predetermined service;
Of the input information, for each type of information, an evaluation unit that compares the corresponding service history information and calculates an evaluation value;
An estimation unit that estimates the contract identification information corresponding to the input information based on the evaluation value;
A control device comprising: The information management unit further sets a greater weight as the type of information that makes it easier to identify the service recipient,
The storage unit further stores the weight set for each type of information and the type of each information in association with each other,
The control device according to claim 1, wherein the evaluation unit calculates the evaluation value based on an evaluation function using the weight set for each type of information and the degree of coincidence of information. When the information acquisition unit acquires the input information, the information management unit generates information in which the content of information corresponding to the information type included in the input information is the same as the content of the service history information Calculate the frequency,
The control device according to claim 2, wherein the evaluation unit calculates the evaluation value based on the evaluation function that further considers the occurrence frequency. The service history information includes a history of information on one or more contacts who requested the service,
The input information includes a part of information related to a contact person who requested a predetermined service,
The control device according to claim 1, wherein the evaluation unit calculates the evaluation value related to a contact person who requested a predetermined service. A voice print extracting unit that extracts a first voice print from the voice of a contact person of the predetermined service request when a predetermined service request is received through a telephone line;
The storage unit stores in advance a history of the second voiceprint of the contact of the service request as a history of information related to the service provided side,
The information acquisition unit acquires the first voice print extracted by the voice print extraction unit as a part of the input information related to the service provided side,
When the information acquisition unit acquires the first voice print, the evaluation unit collates the first voice print with a second voice print history stored in advance in the storage unit, and calculates the evaluation value. And
The control device according to claim 1, wherein the estimation unit estimates the contract identification information including the evaluation value calculated based on the first voiceprint. The service history information includes a history of information related to one or more recipients who received a service request,
The input information includes a part of information regarding a receiver who has received a predetermined service request;
The control device according to claim 1, wherein the evaluation unit calculates the evaluation value relating to one or more receivers who have received a service request. The storage unit further stores contract information and the contract identification information in association with each other,
The said evaluation part collates at least any one of the said service history information corresponding to the classification of information among the said input information, or the said contract information, and calculates the said evaluation value. A control device according to claim 1. A terminal device including an input unit that receives a user operation;
A control device connected to the terminal device;
A storage device connected to the control device;
An information management system including
The terminal device
With respect to the predetermined service, information including at least one of part of information on the service provider side and part of information on the service recipient side is acquired as input information through a user operation,
The storage device identifies each contract with service history information including at least one of a history of information regarding a service provider and a history of information regarding a service receiver regarding a service provided based on a predetermined contract. Store the contract identification information in association with it,
The controller is
An information acquisition unit for acquiring the input information from the terminal device;
Of the input information, for each type of information, an evaluation unit that compares the corresponding service history information and calculates an evaluation value;
An estimation unit that estimates the contract identification information corresponding to the input information based on the evaluation value;
An information management system comprising: The control unit
Service history information including at least one of a history of information relating to a service provider and a history of information relating to a service recipient regarding a service provided based on a predetermined contract, and contract identification information for identifying each contract Storing in association with each other;
Obtaining, as input information, information including at least one of a part of information on a service provider side and a part of information on a service recipient side for the predetermined service;
Of the input information, for each type of information, matching with the corresponding service history information, and calculating an evaluation value;
Estimating the contract identification information corresponding to the input information based on the evaluation value;
Including information management method. Service history information including at least one of a history of information relating to a service provider and a history of information relating to a service recipient regarding a service provided based on a predetermined contract, and contract identification information for identifying each contract A process of storing in association with each other;
A process of acquiring, as input information, information including at least one of a part of information on a service provider side and a part of information on a service recipient side for the predetermined service;
Of the input information, for each type of information, a process of checking the corresponding service history information and calculating an evaluation value;
The program which makes the computer which controls a control apparatus perform the process which estimates the said contract identification information corresponding to the said input information based on the said evaluation value.

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