JP5216535B2 - Knowledge information storage management system, server, operator terminal, and support information management method - Google Patents

Description

  The present invention relates to a knowledge information (support information) management system for accumulating and managing knowledge information (support information) including information instructed by an operator to a user terminal.

  Information devices such as PCs (personal computers) have been devised in various ways, such as menu structure and help functions, so that even beginners can easily operate them, but new functions are added every year. Even users who are accustomed to using devices often have trouble handling.

  If a problem arises when using such an information device, the user usually relies on the manufacturer's support via a WEB site, e-mail, telephone or the like. In recent years, the quality of support services provided by a manufacturer's support center has become one of the factors that determine whether or not to purchase a manufacturer's product, and as a manufacturer, improving the quality of support. However, it has become an important point in sales strategy.

  On the other hand, there are various users who access the support center, such as beginners who have little experience with information devices and are struggling with basic problems, and users who are faced with difficult problems although they are not low in proficiency. . It is preferable that the manufacturer effectively provides meaningful support for these users while suppressing costs.

For example, in Patent Document 1, when accessing from a user, the user request information is automatically answered using information stored in the database of the support server in a normal case, and automatic answer is impossible. Discloses a customer support system in which a support person newly creates an answer to request information, transmits the answer from a support person in charge terminal to a support server, and answers the user.
JP 2007-17997 A

  However, depending on the level of the user and the content of the problem that is faced, it is often insufficient to simply give a general answer to the user. In such a case, the user directly operates the information device of the user by remote operation from the operator of the support center, or displays (or executes) the contents of the remote operation performed in the past on the information device. Service is effective.

  Therefore, the object of the present invention is to store the contents instructed to the user of the information equipment (user terminal) by the support center operator and the contents of the operations performed on the information equipment as support information and respond to the user's request. Thus, a support information management system for providing the support information to the user is provided.

  A further object of the present invention is to support information management for controlling to automatically apply (reproduce) the stored operation contents of the operator to the information device in response to a request from the user of the information device. To provide a system.

  Moreover, the objective of this invention is providing the support information management system which produces | generates the presentation information useful for a user's problem solution, such as FAQ, based on support information.

  Furthermore, an object of the present invention is to provide a support information management system for controlling to include one or a plurality of still images or moving images representing display information displayed on a display device of a user's information device in support information. There is.

  A first embodiment of the present invention is a support information management system including an operator terminal and a server, and the server is configured such that when the operator performs a support service for the user terminal using the operator terminal, the operator terminal And support information receiving means for receiving support information related to the support service or information that is the basis of the support information from at least one of the user terminals, and a support information storage means for storing the support information. The support information includes (1) operator instruction information provided from the operator terminal to the user terminal to remotely operate the user terminal, and (2) from the operator terminal to assist the user in operating the user terminal. Guide information provided to the user terminal, (3) display information displayed on the display device of the user terminal, and (4) a user instruction provided to the user terminal for the user to operate the user terminal At least one of the information is included.

  With such a configuration of the present invention, the user of the user terminal can obtain useful information from the records of past support services, and can deal with problems that occur quickly and safely. On the other hand, it is expected that the burden on the operator can be reduced by providing useful information to the user.

  According to a second embodiment of the present invention, in the first embodiment, the support information is edited by a notation in a markup language by an operator terminal or a server, and each portion of the support information is associated with a tag. The

  The third embodiment of the present invention is configured such that in the second embodiment, the support information can be edited as including time-series information.

  According to a fourth embodiment of the present invention, in the first embodiment, in response to a request from the user terminal or the operator terminal, the server responds to the user terminal based on the support information stored in the support information storage unit. Generating a script for performing support processing and transmitting the generated script to the user terminal, and configured to be executed by the user terminal when the script is received by the user terminal .

  According to a fifth embodiment of the present invention, in the first embodiment, the user presentation information generation means for generating all or part of the user presentation information to be presented to the user of the user terminal by the server based on the support information. And user presentation information transmitting means for transmitting user presentation information to the user terminal in response to a request from the user terminal.

  A sixth embodiment of the present invention is a server connected to an operator terminal via a network, and when the operator performs a support service for the user terminal using the operator terminal, the operator terminal and the user terminal Support information receiving means for receiving support information related to the support service or information that is the basis of the support information from at least one of the above, and support information storage means for storing the support information. The support information includes (1) operator instruction information provided from the operator terminal to the user terminal to remotely operate the user terminal, and (2) from the operator terminal to assist the user in operating the user terminal. Guide information provided to the user terminal, (3) display information displayed on the display device of the user terminal, and (4) a user instruction provided to the user terminal for the user to operate the user terminal At least one of the information is included.

  With such a configuration of the present invention, the user of the user terminal can obtain useful information from the records of past support services, and can deal with problems that occur quickly and safely. On the other hand, it is expected that the burden on the operator can be reduced by providing useful information to the user.

  A seventh embodiment of the present invention is an operator terminal that is connected to a user terminal via a network and is operated by an operator. When the operator performs a support service for the user terminal, the support information related to the support service Or support information transmitting means for transmitting information that is the basis of the support information to the server. The support information includes (1) operator instruction information provided from the operator terminal to the user terminal to remotely operate the user terminal, and (2) from the operator terminal to assist the user in operating the user terminal. Guide information provided to the user terminal, (3) display information displayed on the display device of the user terminal, and (4) a user instruction provided to the user terminal for the user to operate the user terminal The information includes at least one of the information, and the display information and the user instruction information are configured to be information received from the user terminal.

  An eighth embodiment of the present invention is a support information management method realized by a support information management system including an operator terminal and a server, in which the operator uses the operator terminal to support the user terminal with respect to the user terminal. A support information receiving step for receiving support information related to the support service or information on which the support information is based from at least one of the operator terminal and the user terminal, and a support information storing step for storing the support information. It is comprised so that it may have. The support information includes (1) operator instruction information provided from the operator terminal to the user terminal to remotely operate the user terminal, and (2) from the operator terminal to assist the user in operating the user terminal. Guide information provided to the user terminal, (3) display information displayed on the display device of the user terminal, and (4) a user instruction provided to the user terminal for the user to operate the user terminal At least one of the information is included.

  With the support information management system of the present invention, a user of an information device can effectively receive useful information from a support center. In particular, when a still image or video showing the display information displayed on the display device is provided as support information, it is more than information provided from the WEB site or exchanges via e-mail or telephone with the operator. It becomes easier to capture a specific image. In addition, when the operator's operation content that has been implemented and stored in the past is automatically reproduced for the information device, the user needs to fully understand how to deal with the problem to be solved and its cause. It is possible to deal with problems quickly and safely.

  In addition, since the support information management system of the present invention presents the user with a coping method for a similar problem in a more specific manner, the operator can reduce the burden related to the problem solving. it can. Furthermore, the support information management system automatically reproduces the operation contents of the operator that have been implemented and stored in the past in response to the user's request, so even if a similar problem occurs, It can be expected that the problem will be solved without operator intervention.

  First, an outline of the support information management system 1 according to an embodiment of the present invention will be described with reference to FIG. The support information management system 1 includes an operator terminal 10, a user terminal 30, a server 40, and a network 70.

  The user terminal 30 is, for example, an information device such as a PC or a PDA, and the user can normally use the support service of the manufacturer of the information device when a problem occurs. The operator terminal 10 is a terminal that is operated by an operator who performs a support service on a problem that has occurred in the user terminal 30, and is, for example, an information device such as a PC arranged in a manufacturer's support center.

  From the operator terminal 10 to the user terminal 30, guide information designated by the operator, operator instruction information for the operator to operate the user terminal 30 by remote operation, and the like are transmitted. 10, display information displayed on the display device of the user terminal 30, user instruction information instructed to the user terminal 30 by the user of the user terminal 30, and the like are transmitted.

  The server 40 receives support information (knowledge information) from the operator terminal 10 and accumulates it in a storage device. Further, in response to a (search / browse) request from the user terminal 30, the user presentation information generated from the support information is provided to the user terminal 30. Furthermore, a script generated based on the support information is provided to the user terminal 30 in response to a request from the operator terminal 10 or the user terminal 30 or a predetermined condition. Thereafter, this script is executed on the user terminal 30 for the purpose of solving the problem. Thus, the server 40 functions as a “knowledge server”.

  The support information is generated based on display information and user instruction information transmitted from the user terminal 30 to the operator terminal 10 and guide information and operator instruction information transmitted from the operator terminal 10 to the user terminal 30. The support information is basically edited and generated by the operator terminal 10, but necessary information may be acquired from the operator terminal 10 or the user terminal 30 and edited and generated by the server 40.

  The support information can be edited into a markup language such as XML or HTML. In such a markup language notation, for example, a corresponding tag is attached to each of guide information, operator instruction information, display information, user information, and operator input information described later. Further, when each information is sequentially input or changes, the information is edited as time-series information using this tag. For example, when a plurality of operator instructions are sequentially given, each instruction is individually associated with a tag and edited as operator instruction information.

  In this embodiment, the operator terminal 10 and the server 40 are shown to be located at different sites, but the two computers may be installed at the same site, for example, a support center. Moreover, although the operator terminal 10 is arrange | positioned for every operator and there are generally two or more, the one operator terminal 10 and the server 40 can also be comprised with one computer.

  The network 70 is generally a network including the Internet, but is not limited to this.

  Next, each function of the components of the support information management system 1 will be described with reference to the functional block diagram of FIG.

  The operator terminal 10 includes an input unit 11, a display unit 12, a user information management unit 13, a remote access control unit 14, a support information management unit 15, and a network interface (I / F) unit 16.

  The input unit 11 is means for transmitting an operator input to the operator terminal 10, and receives signals from, for example, a keyboard and a mouse. The display unit 12 is means for presenting information to the operator, and is, for example, an LCD (Liquid Crystal Display) monitor. The user information management unit 13 receives registration information and the like from the user who receives the support service, and stores them in the user information table 21 of the storage device 20. The registration information includes, for example, a user ID, a password, support support availability, a model number and a manufacturing number of the user terminal 30 purchased by the user, an inquiry history (history using support), and the like. The user information management unit 13 also checks whether the user can receive support with reference to the user information table 21 when a support service request is received from the user.

  The remote access control unit 14 cooperates with the remote access control unit 33 of the user terminal 30 to perform control so that the operator of the operator terminal 10 can remotely operate the user terminal 30. The display unit 12 of the operator terminal 10 displays the status of the remote operation at the user terminal 30, and the operator of the operator terminal 10 can perform the remote operation of the user terminal 30 while viewing this status. The remote access control unit 14 may be a partial function of an OS (operation system) running on the operator terminal 10 or may use a partial function of the OS.

  By a remote operation performed by the operator, for example, a part of a WEB browser window displayed on the display unit of the user terminal 30 is pointed with a pointer (pointing function) or surrounded by a red line (red pen function). be able to. These functions are realized by providing guide information from the operator terminal 10 to the user terminal 30. Further, by this remote operation, the operator operates the user terminal 30 (via the operator terminal 10) so that the user of the user terminal 30 operates the user terminal 30 (for example, activation of an application, OS setting change, etc.). It can be performed. Such an operation is realized by providing operator instruction information from the operator terminal 10 to the user terminal 30.

  The support information management unit 15 receives display information and user instruction information from the user terminal 30 and also receives guide information and operator instruction information managed by the operator terminal 10. Also, information (operator input information) such as support contents and keywords input from the operator is received, and thereafter, support information is edited / generated based on these information and transmitted to the server 40 (support information transmitting means) ). In addition, it is possible to transmit information that is the basis of the support information to the server 40 in a state before editing.

  The network interface unit 16 realizes connection with the user terminal 30 and connection with the server 40 via the network 70, and controls transmission and reception of data to and from the user terminal 30 and server 40.

  The user terminal 30 includes an input unit 31, a display unit 32, a remote access control unit 33, a WEB browser 34, a script execution control unit 35, and a network interface (I / F) unit 36.

  The input unit 31 is means for transmitting a user input to the user terminal 30, and receives signals from, for example, a keyboard and a mouse. The display unit 32 is a means for presenting information to the user, and is, for example, an LCD monitor.

  The remote access control unit 33 controls the operator of the operator terminal 10 so that the user terminal 30 can be operated remotely in cooperation with the remote access control unit 14 of the operator terminal 10. The remote access control unit 33 receives guide information or operator instruction information from the remote access control unit 14 of the operator terminal 10 and reflects the guide information or operator instruction information on the application to be remotely operated. Such processing may be performed using another program such as an OS.

  The remote access control unit 33 transmits display information to the operator terminal 10 in order to display the status of the remote operation at the user terminal 30 on the operator terminal 10. In addition, information instructed (input) by the user to the user terminal 30 is transmitted to the operator terminal 10 as user instruction information.

  The WEB browser 34 has a function of a general WEB browser. That is, the HTML data and image information of the designated WEB site are accessed, the WEB page is displayed on the window of the WEB browser, the input from the user is received and transmitted to the WEB site.

  The script execution control unit 35 receives the specified script from the server 40 and executes the received script on the user terminal 30 in response to a request from the user. This script is generated based on the support information stored in the server 40, that is, based on past support service results, and is operated by a predetermined procedure on the user terminal or by executing a program. Support processing is to be performed.

  The network interface unit 36 realizes connection with the operator terminal 10 and connection with the server 40 via the network 70, and controls transmission and reception of data to and from the operator terminal 10 and server 40.

  The server 40 includes a WEB access control unit 41, a support information management unit 42, a script generation management unit 43, and a network interface unit 44.

  The WEB access control unit 41 provides a general WEB server function. In this example, when the WEB access control unit 41 receives a WEB page acquisition request from the WEB browser 34 of the user terminal 30, the WEB access control unit 41 acquires corresponding HTML data from the HTML data 52 of the storage device 50, and related image data and the like. At the same time, it is transmitted to the user terminal 30. Further, the WEB access control unit 41 receives data and instructions input from the WEB page displayed on the WEB browser 34 of the user terminal 30 and controls to perform corresponding processing.

  The support information management unit 42 receives support information or information that is the basis of the support information from the support information management unit 15 of the operator terminal 10 (support information receiving means), and stores this in the support information database 51 of the storage device 50. (Support information storage means). Further, the support information management unit 42 generates all or part of the user presentation information from the support information stored in the support information database 51 (user presentation information generation means), and requests these information from the user (user In response to a request from the WEB access control unit 41 of the terminal 30, it is transmitted to the user terminal 30 (user presentation information transmitting means).

For example, as user presentation information, FAQ (Frequently
Asked Questions: Frequently Asked Questions) Can provide information itself or a FAQ information template. When the user searches and browses the FAQ information on the user terminal, the user can grasp whether or not a problem similar to the past has occurred. It is also possible to grasp a coping method for a similar problem or the like from the FAQ information.

  The script generation management unit 43 responds when an operator of the operator terminal 10 or a user of the user terminal 30 instructs the user terminal 30 to execute a script so that the support process performed in the past is performed on the user terminal 30. The support information to be searched is searched from the support information database 51 of the storage device 50, and a script is generated based on the support information. Thereafter, the generated script is transmitted to the script execution control unit 35 of the user terminal 30, and the support process corresponding to this support information is executed in the user terminal 30.

  The network interface unit 44 realizes connection with the operator terminal 10 and connection with the user terminal 30 via the network 70, and controls transmission and reception of data to and from the operator terminal 10 and the user terminal 30.

  Next, an example of a mechanism for remotely operating the user terminal 30 from the operator terminal 10 and transmitting information related to the remote operation as support information will be described in detail with reference to FIGS. 3 and 4.

  FIG. 3 is a diagram illustrating a case where the operator remotely operates the user terminal 30 from the operator terminal 10 without causing the user to operate the user terminal 30. The operator can start this operation by, for example, a telephone call from the user, an instruction from the user terminal 30, or the like. Further, the user executes a predetermined program for the operation as necessary, and puts the remote access control unit 33 into an operating state.

  First, the operator operates the operator terminal 10 to connect to the user terminal 30 (remote access). An operator instruction input via the input unit 11 is transmitted from the remote operation instruction unit 14a of the remote access control unit 14 to the remote operation reception unit 33a of the remote access control unit 33 via the network, and this is transmitted to the user terminal. Provided to the OS or application running at 30. Therefore, the OS or application starts operation according to the provided instruction.

  From the operator, for example, instruction information for starting up the application, operating the OS, or clicking on the application, or a part of the window displayed by the application is enclosed with a red pen, or in a predetermined area of the window. Guide information for writing comments is provided.

  By providing information from the operator, the display information output to the display device of the user terminal 30 and the display of the windows displayed by the OS and applications change. These display information can be directly from the OS and applications or video. The data is transmitted from the buffer 37 to the display information transmission unit 33 b of the remote access control unit 33.

  The display information transmitting unit 33b transmits the display information to the operator terminal 10 (the display information receiving unit 14b of the remote access control unit 14). The display information transmitted here is usually a moving image capable of grasping a continuous change in the window, but may be a still image at one or a plurality of time points. The display information transmission unit 33b also transmits the display information to the display unit 32 of the user terminal 30, and the display information transmitted to the display unit 32 is displayed. Thereby, the user can confirm what is being performed at the user terminal 30.

  Next, the display information receiving unit 14 b displays the received display information on the display unit 12 of the operator terminal 10. Thereby, the operator can confirm the response of the user terminal 30 by his / her remote operation almost in real time.

  The support information management unit 15 of the operator terminal 10 receives guide information and operator instruction information transmitted by the operator to the user terminal 30 from the remote operation instruction unit 14a, and receives the user terminal 30 from the display information reception unit 14b. Receive display information. The support information management unit 15 further edits / generates support information from the received information and transmits it to the server 40. In the editing / generation of the support information management unit 15, information (operator input information: for example, support contents, keywords, support hints, points to be noted, etc.) input by the operator in relation to the support service as necessary. In addition, for the display information, only the portion that best represents the support content is selected from the received display information. For example, a moving image of a predetermined period or one or more still images are selected. It is desirable.

  FIG. 4 is a diagram illustrating a case where the user himself / herself operates the user terminal 30 in accordance with guide information provided by the operator or information provided by telephone or the like. The operator can start this operation by, for example, a telephone call from the user, an instruction from the user terminal 30, or the like. Further, the user executes a predetermined program for the operation as necessary, and puts the remote access control unit 33 into an operating state.

  First, the operator operates the operator terminal 10 to connect to the user terminal 30 (remote access). An operator instruction input via the input unit 11 is transmitted from the remote operation instruction unit 14a of the remote access control unit 14 to the remote operation reception unit 33a of the remote access control unit 33 via the network, and this is transmitted to the user terminal. Provided to the OS or application running at 30. Therefore, the OS or application starts operation according to the provided instruction.

  In this case, the operator provides guide information for enclosing a part of the window displayed by the application with a red pen or writing a comment in a predetermined area of the window.

  Display information including guide information output to the display device of the user terminal 30 is transmitted directly from the OS or application or from the video buffer 37 to the display unit 32 of the user terminal 30, and the user of the user terminal 30 Accordingly, the input unit 31 performs a predetermined operation (sends user instruction information) to the OS and applications.

  The display information transmitting unit 33b transmits display information including guide information by the operator and operation results based on user instruction information to the operator terminal 10 (display information receiving unit 14b of the remote access control unit 14).

  User instruction information input from the input unit 31 of the user terminal 30 is received by the user instruction information transmission unit 33c, and is transmitted to the operator terminal 10 (user instruction information reception unit 14c of the remote access control unit 14) via the network. The

  Next, the display information receiving unit 14 b displays the received display information on the display unit 12 of the operator terminal 10. Thereby, the operator can confirm how the user operates the user terminal 30 in almost real time.

  The support information management unit 15 of the operator terminal 10 receives guide information transmitted from the remote operation instruction unit 14a to the user terminal 30 by the operator, display information from the display information reception unit 14b, display information of the user terminal 30, and user instruction information reception unit 14c. Each of the user instruction information input to the user terminal 30 by the user is received. The support information management unit 15 further edits / generates support information from the received information and transmits it to the server 40. In the editing / generation of the support information management unit 15, information input by the operator in relation to the support service is added as necessary. The display information includes the contents of the support from the received display information. It is desirable to select only the portion that best represents, for example, a moving image of a predetermined period or one or more still images.

  In the example of FIG. 4, the operator and the user may be able to communicate with each other only by telephone. In that case, guide information is not provided to the user terminal 30, and the support information is edited and generated by the support information management unit 15 based on the display information and the user instruction information.

  FIG. 5 is a diagram illustrating how support information is generated and stored in the server 40. Pattern 1 shows an example when the support service is performed in the procedure shown in FIG. In this example, the support information is edited / generated by the operator terminal 10 and transmitted to the server 40. The information that is the basis of the support information is operator instruction information, guide information, operator input information, and display information. The operator instruction information and the guide information are information provided by the operator for remotely operating the user terminal 30. The operator input information is information that the operator inputs in connection with the support service as necessary, and may include information such as support contents, keywords, support hints, and points to be noted.

  The display information is image information such as a still image or a moving image indicating the content displayed on the display device of the user terminal 30, and an image in which operator instruction information or guide information provided by the operator is reflected in the image information. include.

  In this case, the support information is edited by an operator or automatically. Necessary data is extracted from source information such as operator instruction information and edited, for example, generated as support information in XML notation. When the operator edits support information, for example, as described above, information such as support contents and keywords is appropriately added, or a useful image is selected from display information. An example of support information will be described later with reference to FIG. Thereafter, the support information is stored in the support information database 51 of the server 40.

  In pattern 2, all the information that is the basis of the support information is transmitted to the server 40, and the support information is edited and generated by the server 40. The information that is the basis of the support information includes user instruction information in addition to the pattern 1 information. The user instruction information is provided from the user terminal 30 when the user inputs from the user terminal 30. In this example, the information provided from the operator is only guide information, and there is no operator instruction information used in the pattern 1.

  In this example, all the information that is the basis of the support information is transmitted to the server 40, where the support information is automatically edited / generated and stored in the support information database 51. Here, the editing / generation of the support information has been described with reference to FIG. 5 with respect to the two patterns. However, the support information can be edited / generated in various other modes.

  FIG. 6 shows an example of support information. The support information shown in FIG. 6 is configured as XML data in which a part of the support information is associated with each tab. This support information includes data items of occurrence date / time, support number, support content, keyword information, operation information, and operator. Among these, information other than operation information is operator input information input by an operator or information set automatically. The keyword information is configured to include a plurality of keywords.

  In this example, the operation information includes two operations. Each operation includes a SEQ-NO indicating a time-series order, and a startup file. For the first operation, a snap image is included. . Here, the activation file is edited based on the operator instruction information or the user instruction information, and the snap image is obtained from the display information. In addition to this, data input operations obtained from operator instruction information and user instruction information, window operations, cursor movement operations, click operations, and the like can also be included as operations. Such XML data is stored in the support information database 51 of the server 40 for each support service. When performing the support service, the operator determines whether or not the support process of the support service should be stored as XML data, and in some cases, the storage can be omitted. Further, similar support processes can be grouped by assigning similar numbers to XML data.

  The support information is XML data in the example of FIG. 6, but can be stored in other searchable forms such as an RDB or a spreadsheet file.

  FIG. 7 shows a screen on which a part of support information stored in the server 40 is displayed by the WEB browser 34 of the user terminal 30, and is shown as an FAQ display screen 100 in this example. 7, for example, the WEB browser 34 of the user terminal 30 accesses the WEB access control unit 41 of the server 40, and the item “No. 0056” is selected from the FAQ list or search result. It is the content displayed in the case.

  The contents of the FAQ display screen 100 correspond to the contents of the support information shown in FIG. In the area for displaying “operation procedure”, items of “SEQ-NO” and “startup file” are displayed, and for “snap image”, the image file is expanded and an image showing the main points of support processing is displayed. Has been.

  In this way, the user of the user terminal 30 can view detailed procedures and images regarding the past support content about himself or the support content related to other people. In addition, it is possible to effectively narrow down desired support information by a search using items of “support content” and “keyword”.

  When the execution button 106 titled “Execute Script” is clicked from the screen displaying the support information in this way, a script that sequentially executes the support processing displayed in the “Operation Procedure” is displayed. After that, the script is automatically executed on the user terminal 30. In this example, the configuration is such that the execution of the script is instructed from the displayed FAQ display screen 100. However, various patterns can be considered as to what procedure can be instructed to execute the script. It's just a design matter. In this example, the script is generated when the execution button 106 is clicked. However, a script may be prepared in advance.

  Next, processing of the user terminal 30 and the server 40 when the user presses the execution button 106 of FIG. 7 will be described with reference to FIGS. First, in step S10, in the WEB browser 34 of the user terminal 30, it is checked whether or not the user has pressed the execution button 106 with the input unit 31, that is, whether or not a script execution instruction has been issued. If there is no execution instruction (NO in step S10), the process returns to step S10 and this check is repeated at a predetermined interval.

  If there is an execution instruction (YES in step S10), the instruction is transmitted to the script generation management unit 43 of the server 40 in step S12. Thereafter, in step S14, a script is generated by the script generation management unit 43 based on the target support information, and the script is transmitted to the script execution control unit 35 of the user terminal 30 in step S16.

  As shown in FIG. 6, the support information includes a plurality of operation procedures as operation information. The script generation management unit 43 assembles commands for sequentially executing these operations and generates a script. The operations include operations that can be performed by various users, such as operations for executing executable files, window operations, clicks in windows, and input operations. In addition to commands that execute these in order, the script includes commands such as conditional branching and repetition. For example, an error message is displayed according to the command execution result, or input from the user is requested. You can also display a window.

  In step S18, the script execution control unit 35 that has received the script checks whether the user terminal 30 can execute the script. If it is in an executable state (YES in step S18), the received script is executed in step S20. By executing the script, it is possible to obtain an effect as if the user had performed an operation. In step S22, the execution result of this script is reflected in the OS or the target application, and some change is brought about substantially. For example, when a script that changes the network ID is executed, an OS control panel module that is automatically executed on the user terminal 30 is executed by the script, and a command for changing the network ID is further issued in this state. Executed. By the function of such a script, the user of the user terminal 30 can quickly and safely solve a desired problem without performing an operation on the user terminal 30.

  If it is determined in step S18 that it is not in an executable state (NO in step S18), in step S24, the script execution control unit 35 informs the display device of the user terminal 30 that the user terminal 30 is not in a script executable state. indicate.

  As described above, the example in which the script for operating the user terminal 30 is generated and executed based on the support information related to the support service executed in the past has been described. However, those skilled in the art will recognize the present invention in various other patterns. It is clear that the technical idea can be realized.

  Next, an example of a basic hardware configuration of the user terminal 30, the operator terminal 10, and the server 40 that are components of the support information management system 1 of the present invention will be described with reference to FIG. The computer shown in FIG. 10 only exemplifies a typical configuration, and each component can select various other configurations.

  A computer 500 includes a CPU (Central Processing Unit) 501, a memory 502, an audio output device 503, a network interface 504, a display controller 505, a display 506, an input device interface 507, a keyboard 508, a mouse 509, an external storage device 510, and an external recording medium. It includes a drive device 511 and a bus 512 that connects these components to each other.

  The CPU 501 controls the operation of each component of the computer 500 and executes each function under the control of the OS. For example, the execution of each functional unit of the operator terminal 10, the user terminal 30, and the server 40 shown in FIG. 2 is controlled.

The memory 502 is, for example, a ROM (Read Only Memory) or a RAM (Random
Access Memory). The ROM stores a program executed when the computer 500 is started up. The RAM temporarily stores a program for realizing each function executed by the CPU 501 and data used in the program.

  The audio output device 503 is a device such as a speaker, and receives audio data from a music player or a video player activated by a WEB browser or the like and outputs audio. The network interface 504 realizes connection to the network 520 such as the Internet, and controls transmission / reception of data to / from other computers connected to the network 520. Network 520 corresponds to network 70 of FIG.

  The display controller 505 processes drawing data issued by the CPU 501 and outputs the processed drawing data to the display 506. The display 506 is a display device configured by, for example, an LCD (Liquid Crystal Display), and corresponds to the display unit 12 of the operator terminal 10 and the display unit 32 of the user terminal 30 shown in FIG. The display device may be configured as a device different from the main body of the computer 500.

  The input device interface 507 receives a signal generated by pressing the keyboard 508 or clicking the mouse 509 and transmits a predetermined command to the CPU 501 according to the signal. This corresponds to the input unit 11 of the operator terminal 10 and the input unit 31 of the user terminal 30 shown in FIG. The external storage device 510 is a storage device such as a hard disk. This corresponds to the storage device 20 of the operator terminal 10 and the storage device 50 of the server 40 shown in FIG. The external storage device 510 stores programs and the like that are executed by the CPU 501 and implement the functions according to the present invention. This program can be acquired through various routes such as the network 520 and the external recording medium 530.

The external recording medium driving device 511 is a device that accesses the external recording medium 530 and reads data recorded therein. The external recording medium 530 is, for example, a CD (Compact Disc), a DVD (Digital
Versatile Disc), flash memory, etc.

  The configuration of the computer 500 has been described above, but the above configuration is only an example, and the technical idea of the present invention can be realized by various other configurations. In addition, since the server 40 functions as a server or a WEB server, the audio output device 503, the display controller 505, the display 506, the input device interface 507, the keyboard 508, the mouse 509, and the like are basically essential. Is not a component of

It is a basic diagram which shows the outline | summary of the support information management system which concerns on one Embodiment of this invention. It is a functional block diagram of each component of the support information management system which concerns on one Embodiment of this invention. It is an approximate line figure showing an example of remote operation and support information acquisition in a support information management system concerning one embodiment of the present invention. It is an approximate line figure showing an example of remote operation and support information acquisition in a support information management system concerning one embodiment of the present invention. It is an approximate line figure showing an example of edit and generation of support information in a support information management system concerning one embodiment of the present invention. It is a basic diagram which shows the structural example of the support information in the support information management system which concerns on one Embodiment of this invention. It is a basic diagram which shows the example of the WEB page in the support information management system which concerns on one Embodiment of this invention. It is a flowchart which shows the execution procedure of the script in the support information management system which concerns on one Embodiment of this invention. It is a basic diagram which shows the execution procedure of the script in the support information management system which concerns on one Embodiment of this invention. It is a basic diagram which shows the example of the hardware constitutions of each computer in the support information management system which concerns on one Embodiment of this invention.

Explanation of symbols

1 Support Information Management System 10 Operator Terminal 30 User Terminal 40 Server 70 Network

Claims (6)

A server that can communicate with an operator terminal used by an operator and a user terminal used by a user;
Support for receiving support information related to the support service or information that is the basis of the support information from at least one of the operator terminal and the user terminal when a support service is performed for the user terminal using the operator terminal. Information receiving means;
(1) Operator instruction information provided from the operator terminal to the user terminal in order to remotely operate the user terminal;
(2) Guide information provided from the operator terminal to the user terminal to assist the user in operating the user terminal;
(3) display information displayed on a display device of the user terminal, and
(4) User instruction information provided to the user terminal in order for the user to operate the user terminal;
Support information storage means for storing support information including at least one of:
User presentation information generating means for generating user presentation information for use by a user who needs the same support as the support service based on the support information ;
Means for displaying the user-presented information on a user terminal, generating a script for sequentially executing support processing corresponding to the support service based on the support information, and enabling the script to be transmitted to the user terminal; A server characterized by The user presentation information generating means includes:
The server according to claim 1, wherein the user presentation information is generated based on support information generated by a notation in a markup language by the operator terminal or the server. The server according to claim 1,
The server searches the generated user presentation information in response to a search or browse request from a user terminal,
The server, wherein the retrieved user presentation information is transmitted to the user terminal.   The server according to claim 1, wherein the user presentation information includes a snap image indicating support processing. A method executed by a server for an operator terminal used by an operator and a user terminal used by a user,
A step of receiving support information related to the support service or information that is a source of the support information from at least one of the operator terminal and the user terminal when the operator terminal is used to provide a support service for the user terminal; When,
(1) Operator instruction information provided from the operator terminal to the user terminal in order to remotely operate the user terminal;
(2) Guide information provided from the operator terminal to the user terminal to assist the user in operating the user terminal;
(3) display information displayed on a display device of the user terminal, and
(4) User instruction information provided to the user terminal in order for the user to operate the user terminal;
Storing support information including at least one of:
Generating user presentation information for use by a user who needs support similar to the support service based on the support information;
Displaying the user-presented information on a user terminal, generating a script for sequentially executing support processing corresponding to the support service based on the support information, and enabling the script to be transmitted to the user terminal. A method characterized by comprising. According to the communication from the operator terminal used by the operator and the user terminal used by the user,
A step of receiving support information related to the support service or information that is a source of the support information from at least one of the operator terminal and the user terminal when the operator terminal is used to provide a support service for the user terminal; ,
(1) Operator instruction information provided from the operator terminal to the user terminal in order to remotely operate the user terminal;
(2) Guide information provided from the operator terminal to the user terminal to assist the user in operating the user terminal;
(3) display information displayed on a display device of the user terminal, and
(4) User instruction information provided to the user terminal in order for the user to operate the user terminal;
Storing support information including at least one of:
Generating user-presented information for use by a user who needs support similar to the support service based on the support information;
Displaying the user-presented information on a user terminal, generating a script for sequentially executing support processing corresponding to the support service based on the support information, and enabling the script to be transmitted to the user terminal;
A program for running

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