JP6690837B2 - Failure identification support device, system, method, and program - Google Patents

Description

  The present invention relates to a failure identification support device, system, method, and program for supporting the identification of the cause of failure and parts.

  Conventionally, when a failure occurs, the failure response material of the corresponding device is confirmed from the content of the failure that has occurred, and further, the database on the computer is searched to check the past failure response history (for example, Patent Documents 1 to 1). 3), the cause of the failure and the failed part were specified.

JP-A-4-93721 JP, 2005-321955, A JP2012-103998A

  The following analysis is given by the inventor of the present application.

  However, when a failure occurs due to a new cause or a failure occurs in a new device, there is no information (fault response material, fault response history) that can be confirmed, and how can I search for similar information? Sometimes I didn't know what to ask. Therefore, the experience of the maintenance worker has to be relied upon, and it takes a lot of time to recover from a failure if the prediction based on the experience is not obtained.

  Also, when you search the database on the computer and check the past troubleshooting history, all the information that corresponds to the failure content is displayed, so even if the displayed information has priority, the priority is The contents of the acquired information were confirmed one by one and an attempt was made to cope with them (for example, refer to Patent Document 3). Therefore, it took time to recover from the failure.

  A main object of the present invention is to provide a failure identification support device, system, method, and program that can contribute to effectively shortening the failure recovery time even when a new failure occurs. .

  The failure identification support apparatus according to the first aspect controls an acquisition unit that acquires data, an output unit that outputs data, a storage unit that stores data, the acquisition unit, the output unit, and the storage unit. And a control unit that performs predetermined information processing. The storage unit is a first database in which device identification information for identifying a device, component identification information for identifying a component, a component price, a component replacement work cost, and a usage method are associated with each other, a phrase, an inquiry, and an answer. And a second database that has been organized by associating with. The control unit acquires, through the acquisition unit, inquiry selection information for selecting an inquiry about any of device identification information, component identification information, component price, component replacement work cost, and usage, and the inquiry selection. A process of determining whether or not the information corresponding to the inquiry selected in the information is in the first database, and when the corresponding information is not in the first database, the inquiry by the free word is input through the acquisition unit A process of acquiring the query input information, a process of extracting a phrase from the acquired query input information, a process of determining whether a phrase corresponding to the extracted phrase is in the second database, When the phrase to be reproduced is in the second database, the similarity including a query and an answer corresponding to the extracted phrase through the output unit. It performs a process of outputting response information.

  A failure identification support system according to a second aspect is a failure identification support apparatus according to the first aspect, an information terminal device, and a network that communicatively connects the failure identification support device and the information terminal device, Equipped with. The acquisition unit acquires data from the information terminal device via the network. The output unit outputs data to the information terminal device via the network.

  A failure identification support method according to a third aspect is a first database in which device identification information for identifying a device, part identification information for identifying a part, a part price, a part replacement work cost, and a usage method are associated and arranged. It is a failure identification support method for supporting failure identification using a device that stores a second database in which words, inquiries, and answers are associated and organized. The failure identification support method includes a step of acquiring inquiry selection information that selects an inquiry regarding any one of device identification information, part identification information, part price, part replacement work cost, and usage, and selecting in the inquiry selection information. Determining whether the information corresponding to the inquired query exists in the first database, and acquiring the inquiry input information in which the inquiry by the free word is input when the corresponding information does not exist in the first database A step of extracting a phrase from the inquiry input information; a step of determining whether or not a phrase corresponding to the extracted phrase is in the second database; and a corresponding phrase being in the second database. Outputting similar correspondence information including an inquiry and an answer corresponding to the extracted word or phrase.

  The program according to the fourth aspect is a first database in which device identification information for identifying a device, part identification information for identifying a part, a part price, a part replacement work cost, and a usage method are associated and arranged, a phrase, and an inquiry. , And a second database in which answers are associated and arranged, and a program that causes a device that stores therein to perform a process of supporting the identification of a failure. The program is a process for obtaining inquiry selection information that selects an inquiry regarding any of device identification information, component identification information, component price, component replacement work cost, and usage, and an inquiry selected in the inquiry selection information. A process of determining whether or not the information corresponding to the above is in the first database, a process of obtaining inquiry input information in which an inquiry by a free word is input when the corresponding information is not in the first database, A process of extracting a phrase from the query input information, a process of determining whether or not a phrase corresponding to the extracted phrase is in the second database, and a process of extracting the corresponding phrase when the corresponding phrase is in the second database. And a process of outputting similar correspondence information including an inquiry and an answer corresponding to the phrase.

  According to the first to fourth aspects, it is possible to contribute to shortening the failure recovery time.

1 is a block diagram schematically showing the configuration of a failure identification support system according to a first exemplary embodiment. FIG. 3 is a table schematically showing a configuration of a customer database used in the failure identification support system according to the first exemplary embodiment. 3 is a table schematically showing a configuration of a device configuration database used in the failure identification support system according to the first exemplary embodiment. 3 is a table schematically showing a configuration of a cost database used in the failure identification support system according to the first exemplary embodiment. 3 is a table schematically showing a configuration of a usage database used in the failure identification support system according to the first exemplary embodiment. 3 is a table schematically showing a configuration of a failure handling information database used in the failure identification support system according to the first exemplary embodiment. 3 is a table schematically showing a configuration of a similarity correspondence information database used in the failure identification support system according to the first exemplary embodiment. 3 is a flowchart schematically showing the operation of the control unit of the failure identification support device in the failure identification support system according to the first exemplary embodiment. 9 is a flowchart following NO in step A13 of FIG. 8 schematically showing the operation of the control unit of the failure identification support device in the failure identification support system according to the exemplary embodiment 1. 9 is a flowchart schematically illustrating the operation of the control unit of the failure identification support device in the failure identification support system according to the first exemplary embodiment, which is subsequent to YES in step A13 of FIG. 8. 7 is a block diagram schematically showing the configuration of a failure identification support device according to a second exemplary embodiment. FIG. 9 is a flowchart schematically showing the operation of the control unit of the failure identification support device according to the second exemplary embodiment.

  Hereinafter, embodiments will be described with reference to the drawings. Note that, in the present application, when reference numerals are attached to the drawings, they are for the purpose of helping understanding only, and are not intended to be limited to the illustrated modes. The following embodiments are merely examples and do not limit the present invention. Furthermore, the connecting lines between blocks such as the drawings referred to in the following description include both bidirectional and unidirectional. The unidirectional arrows schematically show the flow of main signals (data), and do not exclude bidirectionality.

[Embodiment 1]
The failure identification support system according to the first embodiment will be described with reference to the drawings. FIG. 1 is a block diagram schematically showing the configuration of the failure identification support system according to the first exemplary embodiment.

  The fault identification support system 1 is a system that identifies a fault (for example, the cause of a fault, a fault component, etc.) when a fault occurs in a customer's device (see FIG. 1). The failure identification support system 1 includes a failure identification support apparatus 100, a network 200, and an information terminal device 300.

  The failure identification support device 100 is a device that supports the identification of a failure (see FIG. 1). The failure identification support device 100 can be, for example, an information processing device (computer) such as a workstation server installed in the maintenance support department. The failure identification support device 100 is communicatively connected to the information terminal device 300 via the network 200. The failure identification support device 100 performs predetermined information processing by executing a program. The failure identification support device 100 has a communication unit 101, a control unit 102, a storage unit 103, an input unit 104, and an output unit 105 as main components.

  Here, the request information includes, for example, an inquiry and an occurrence failure recovery request. When the request information is an inquiry, the response information can be, for example, information for identifying the device, device parts, part usage, part model number, part price, part replacement work cost, and the like. When the request information is the occurrence failure recovery request, the reply information can be, for example, information identifying the device, failure content, failure cause, failure component, and the like.

  The communication unit 101 is a functional unit that transmits and receives predetermined information, data, or a signal between the failure identification support device 100 and the information terminal device 300 (see FIG. 1). The communication unit 101 is communicably connected to the network 200, and transmits and receives under the control of the control unit 102. A network interface such as a LAN (Local Area Network) card, a network adapter, or a network interface card can be used for the communication unit 101.

  The control unit 102 is a functional unit that controls the communication unit 101, the input unit 104, the output unit 105, and the storage unit 103 (see FIG. 1). For the control unit 102, for example, a unit such as a CPU (Central Processing Unit) can be used, and not only one but a plurality of units may be used. The control unit 102 is electrically connected to the communication unit 101, the input unit 104, the output unit 105, and the storage unit 103 (may be a bus connection). The control unit 102 controls the communication unit 101 to send and receive information to and from the information terminal device 300. The control unit 102 inputs / outputs information to / from the storage unit 103 and writes / reads data to / from the databases 111 to 116 stored in the storage unit 103. The control unit 102 controls the input unit 104 to take in the information input from the input unit 104. The control unit 102 controls the output unit 105 to cause the output unit 105 to output information. The control unit 102 performs predetermined information processing by reading a program (including the failure identification support program 110) stored in the storage unit 103, loading the program into the main memory, and executing the program.

  The storage unit 103 is a functional unit that stores information such as data, databases, and programs (see FIG. 1). Here, the program can be downloaded via a network or updated using a storage medium storing the program. For the storage unit 103, for example, a RAM (Random Access Memory), a ROM (Read Only Memory), a hard disk device, an externally connected RAID (Redundant Arrays of Independent Disks) device, or the like can be used. May be used. The storage unit 103 has, as main information, a failure identification support program 110, a customer database 111, a device configuration database 112, a cost database 113, a usage database 114, a failure correspondence information database 115, and a similar correspondence information database. 116 and are stored.

  The failure identification support program 110 is executed by the control unit 102 to perform predetermined information processing for identifying a failure. Detailed information processing when the failure identification support program 110 is executed will be described later. The details of the databases 111 to 116 will also be described later.

  The input unit 104 is a functional unit that inputs information (see FIG. 1). For the input unit 104, for example, a keyboard, a mouse, a touch panel, a microphone, or other input means can be used, and an information terminal or the like having an input unit communicatively connected via a communication unit (not shown) can also be used. Good.

  The output unit 105 is a functional unit that outputs information (for example, display, voice output, print, etc.) (see FIG. 1). As the output unit 105, for example, a display for displaying, a printer for printing, or other output means can be used, and an information terminal or the like having an output unit communicably connected via a communication unit (not shown) is used. May be.

  The network 200 is an information communication network that communicatively connects the failure identification support device 100 and the information terminal device 300 (see FIG. 1). The network 200 may be an intranet, a local network, or the like, and may include one or both of a wired network and a wireless network.

  The information terminal device 300 is a device used by a user such as a maintenance worker at the end of communication (see FIG. 1). As the information terminal device 300, for example, a personal computer, a notebook terminal, a tablet terminal, a smartphone or the like can be used. The information terminal device 300 is communicatively connected to the failure identification support device 100 via the network 200. The information terminal device 300 performs predetermined information processing by executing a program. The information terminal device 300 has a communication unit 301, a control unit 302, a storage unit 303, an input unit 304, and an output unit 305 as main components.

  The communication unit 301 is a functional unit that transmits and receives predetermined information, data, or a signal between the information terminal device 300 and the failure identification support device 100 (see FIG. 1). The communication unit 301 is communicably connected to the network 200, and transmits and receives under the control of the control unit 302. As the communication unit 301, for example, a network interface such as a LAN (Local Area Network) card, a network adapter, or a network interface card can be used.

  The control unit 302 is a functional unit that controls the communication unit 301, the storage unit 303, the input unit 304, and the output unit 305 (see FIG. 1). For the control unit 302, for example, a unit such as a CPU (Central Processing Unit) can be used, and not only one but a plurality of units may be used. The control unit 302 is electrically connected to the communication unit 301, the storage unit 303, the input unit 304, and the output unit 305 (may be bus connection). The control unit 302 controls the communication unit 301 to send and receive information to and from the failure identification support device 100. The control unit 302 writes and reads information to and from the storage unit 303. The control unit 302 controls the input unit 304 to take in the information input from the input unit 304. The control unit 302 controls the output unit 305 to cause the output unit 305 to output information. The control unit 302 performs predetermined information processing by reading the program stored in the storage unit 303, loading the program into the main storage unit, and executing the program.

  The storage unit 303 is a functional unit that stores information such as data, databases, and programs (see FIG. 1). Here, the program can be downloaded via a network or updated using a storage medium storing the program. As the storage unit 303, for example, a RAM (Random Access Memory), a ROM (Read Only Memory), a hard disk device, an externally connected RAID (Redundant Arrays of Independent Disks) device, or the like can be used. May be used.

  The input unit 304 is a functional unit for inputting information (see FIG. 1). For the input unit 304, for example, a keyboard, a mouse, a touch panel, a microphone, and other input means can be used, and an information terminal or the like having an input unit communicatively connected via a communication unit (not shown) can also be used. Good.

  The output unit 305 is a functional unit for outputting information (display, voice output, printing, etc.) (see FIG. 1). As the output unit 305, for example, a display for displaying, a printer for printing, or other output means can be used, and an information terminal or the like having an output unit communicably connected via a communication unit (not shown) is used. May be.

  Next, details of the database (111 to 116 in FIG. 1) used in the failure identification support system (1 in FIG. 1) according to the first embodiment will be described with reference to the drawings. FIG. 2 is a table schematically showing the configuration of the customer database used in the failure identification support system according to the first embodiment. FIG. 3 is a table schematically showing the configuration of the device configuration database used in the failure identification support system according to the first exemplary embodiment. FIG. 4 is a table schematically showing the configuration of the cost database used in the failure identification support system according to the first embodiment. FIG. 5 is a table schematically showing the configuration of the usage database used in the failure identification support system according to the first embodiment. FIG. 6 is a table schematically showing the configuration of the failure handling information database used in the failure identification support system according to the first embodiment. FIG. 7 is a table schematically showing the configuration of the similarity correspondence information database used in the failure identification support system according to the first exemplary embodiment.

  Referring to FIG. 2, the customer database 111 is a database (first database) for managing customers. The customer database 111 is organized by associating a customer name, a maintenance contract number, a customer number, a telephone number, and a mail address with each customer. Here, the “customer name” is the name of the customer (customer identification information). The "maintenance contract number" is a number for identifying the contract made between the customer and the maintenance company. By setting the maintenance contract number, it is possible to associate each maintenance contract number with an inquiry response work, a requested work, or the like. The “customer number” is a number (customer identification information) for identifying a customer. “Telephone number” is a telephone number that is a contact address of the customer. “Email address” is an email address that serves as a contact for the customer.

  Referring to FIG. 3, the device configuration database 112 is a database (first database) for managing a device configuration of a customer. In the device configuration database 112, a maintenance contract number, a device name, and a part model number are associated with each maintenance contract number. Here, the "device name" is a name or an identifier (device identification information) for identifying a device (corresponding to a customer's device, which may be a system) corresponding to the maintenance contract number, and is, for example, a server, a printer, or the like. It can be a name or an identifier. The “part model number” is a model number (part identification information) for identifying the part used in the device corresponding to the maintenance contract number. For example, when confirming the part model number corresponding to the maintenance contract number, selecting the maintenance contract number A111111 allows the corresponding part model numbers 00001 and 00002 to be extracted from the device configuration database 112.

  Referring to FIG. 4, the cost database 113 is a database (first database) that manages costs required for replacing parts. The cost database 113 is organized by associating the part model number, the part name, the price, and the replacement work cost for each part. Here, the "component name" is the name of the component. "Price" is the price of the part. “Replacement work cost” is a cost required for replacement work of parts. For example, when confirming the price of the part name aaa and the cost for the work when the part name aaa is replaced in the maintenance work, when the part name aaa is selected, the corresponding price 10000 and replacement work cost 20000 are displayed in the cost database 113. Can be extracted from.

  Referring to FIG. 5, the usage database 114 is a database (first database) for managing usage of parts of the apparatus. The usage database 114 is organized by associating the device name, the part name, and the usage with each part. Here, the “usage” is information (for example, an operating method, a setting method, etc.) relating to the usage of the device parts. For example, when confirming the usage of the component name aaa of the device name AAAAA, when the component name aaa is selected, the corresponding usage A can be extracted from the usage database 114.

  Referring to FIG. 6, the failure support information database 115 is a database (third database) for managing information related to failures. The failure correspondence information database 115 is organized by associating the device name, the failure content, the failure cause, the failure component, and the evaluation value with each device and the failure content. Here, the “content of failure” is the content (event) of the failure. The “fault cause” is a cause corresponding to the content of the fault. The “obstacle part” is the name or symbol of the part that causes the trouble. The "evaluation value" is a numerical value that evaluates whether the device name, the failure content, or the cause of the failure has been restored when the failed component is replaced. For example, the device name, the failure content, the cause of the failure, and the failure component When the information is newly registered, the evaluation value is set to 1, and when the faulty part is replaced and restored based on the appropriate information, for example, 1 point is added to the evaluation value, and the faulty part is replaced and restored. For example, one point may be subtracted from the evaluation value in the case of appropriate information. The evaluation value may be set such that one point is the minimum value and is not less than one. For example, when confirming the failure cause and the failure component of the failure content A with the device name AAAAA, selecting the failure content A allows the corresponding cause A and the failure component A to be extracted from the failure correspondence information database 115.

  Referring to FIG. 7, the similarity correspondence information database 116 is a database (second database) for managing information corresponding to sentences and words similar to a query. The similarity correspondence information database 116 is organized by correlating sentences, words, inquiries, and answers for each inquiry and answer. Here, “text” is the content of a text (even text data is possible). In the case of voice, the sentence may be text data converted into text by voice recognition. Further, in the case of an electronic mail, the text may be text data of the main body of the electronic mail. Further, in the case of FAX, the text may be text data obtained by character recognition by image recognition. A "word" is a word (a character string or a phrase including a phrase is also possible) included in a sentence. “Inquiry” is the content of the inquiry. “Reply” is the content of the reply to the inquiry.

  Next, the operation of the control unit of the failure identification support device in the failure identification support system according to the first exemplary embodiment will be described with reference to the drawings. 8 to 10 are flowcharts schematically showing the operation of the control unit of the failure identification support device in the failure identification support system according to the first exemplary embodiment. See FIG. 1 for the configuration of the failure identification support system. Also, please refer to FIG. 2 to FIG. 7 for the various databases 111 to 116. Further, it is assumed that the failure identification support program 110 is executed in the control unit 102 of the failure identification support device 100.

  First, the control unit 102 of the failure identification support device 100 acquires customer information from the information terminal device 300 (step A1; see FIG. 8).

  Here, the customer information is information including the contact information of the customer, and includes at least one of a telephone number and a mail address as the contact information of the customer. The telephone number may be obtained by a telephone number notification service or short message service relating to the received customer information. The mail address may be obtained from the header information of the received customer information (mail). The customer information is acquired by the failure identification support device 100 when the information terminal device 300 accesses the failure identification support device 100.

  After step A1 or after step A10, the control unit 102 determines whether the customer database 111 has a telephone number or mail address corresponding to the telephone number or mail address of the customer information acquired in step A1. It is determined (step A2; see FIG. 8). When the corresponding telephone number or mail address does not exist (NO in step A2), the process proceeds to step A8.

  When the corresponding telephone number or email address exists (YES in step A2), the control unit 102 extracts the maintenance contract number corresponding to the telephone number or email address of the acquired customer information from the customer database 111 (step A3). (See Figure 8)

  Next, the control unit 102 extracts the device name corresponding to the maintenance contract number extracted in step A3 from the device configuration database 112 (step A4; see FIG. 8).

  Next, the control unit 102 transmits, to the information terminal device 300, device selection request information for requesting selection or deselection of any of the device names extracted in step A4 in order to identify the device name having a requirement. (Step A5; see FIG. 8).

  When the information terminal device 300 receives the device selection request information, the information terminal device 300 displays a screen requesting selection or deselection of any of the device names extracted in step A4 from the output unit 305 of the information terminal device 300, The operator operates the input unit 304 of the information terminal device 300 to select or deselect any of the device names extracted in step A4, and provides device selection information including the selected contents to the failure identification support. It will be transmitted to the device 100. The screen displayed on the information terminal device 300 may be a pull-down menu system in which an item on the menu bar is selected and then a pull-down menu item that appears under the item is selected to make a decision. Alternatively, the radio button method may be used.

  Next, the control unit 102 acquires device selection information from the information terminal device 300 (step A6; see FIG. 8).

  Next, the control unit 102 determines whether or not the acquired device selection information selects one of the device names extracted in step A4 (step A7; see FIG. 8). When any of the device names extracted in step A4 is selected (YES in step A7), the process proceeds to step A11.

  If none of the device names extracted in step A4 has been selected (NO in step A7), or if the corresponding telephone number or mail address does not exist (NO in step A2), the control unit 102 sets a new one. It is judged that the input is necessary, and a new input of the configuration information (customer name, maintenance contract number, customer number, telephone number, mail address, device name, part model number) of the customer database 111 and the device configuration database 112 is requested. The input request information is transmitted to the information terminal device 300 (step A8; see FIG. 8).

  When the information terminal device 300 receives the new input request information, the information terminal device 300 displays a screen for inputting the configuration information of the customer database 111 and the device configuration database 112 from the output unit 305 of the information terminal device 300, and the operator operates the information terminal device 300. By operating the input unit 304 of 300, the configuration information of the customer database 111 and the device configuration database 112 is input, and new input information including the input contents is transmitted to the failure identification support device 100.

  After step A8, the control unit 102 acquires new input information from the information terminal device 300 (step A9; see FIG. 8).

  After step A9, the control unit 102 registers the configuration information of the customer database 111 and the device configuration database 112 based on the acquired new input information (step A10; see FIG. 8), and then returns to step A2.

  When any one of the extracted device names is selected (YES in step A7), the control unit 102 sends to the information terminal device 300 the message selection request information requesting the selection of the message for inquiry or fault identification. It is transmitted (step A11; see FIG. 8).

  When the information terminal device 300 receives the message selection request information, the information terminal device 300 displays a screen for selecting a message, and the operator operates the input unit 304 of the information terminal device 300 to select a message and select it. The message selection information including the specified message is transmitted to the failure identification support device 100.

  Next, the control unit 102 acquires the message selection information from the information terminal device 300 (step A12; see FIG. 8).

  Next, the control unit 102 determines whether or not the acquired message selection information is failure identification (step A13; see FIG. 8). If the message selection information indicates failure identification (YES in step A13), the process proceeds to step C1. If the message selection information does not specify the failure (in the case of inquiry; NO in step A13), the process proceeds to step B1.

  When the message selection information is not the failure identification (in the case of inquiry; NO in step A13), the control unit 102 determines that the message selection information is an inquiry and makes an inquiry (device configuration, cost, and usage Inquiry selection request information for requesting selection of (inquiry about any) is transmitted to the information terminal device 300 (step B1; see FIG. 9).

  When the information terminal device 300 receives the inquiry selection request information, the information terminal device 300 displays a screen for selecting inquiry items (inquiry items regarding device configuration, cost, and usage), and the operator operates the input unit 304 of the information terminal device 300. The inquiry item is selected by the operation, and inquiry selection information including the selected inquiry item is transmitted to the failure identification support device 100. For example, if you want to check the part model number of the target device, select the inquiry item "configuration", and if you want to check the price of the part or replacement work cost, select the inquiry item "cost" and check the usage of the part. If you want to do so, you will select the inquiry item "Usage".

  Next, the control unit 102 acquires inquiry selection information from the information terminal device 300 (step B2; see FIG. 9).

  Next, for the device name selected in the device selection information acquired in step A6, the control unit 102 stores the information corresponding to the acquired inquiry selection information in the device configuration database 112, the cost database 113, and the usage database 114. It is determined whether there is any (step B3; see FIG. 9). When the information corresponding to the inquiry selection information does not exist in the databases 112 to 114 (NO in step B3), the process proceeds to step B6.

  Here, in step B3, if “configuration” or “cost” is selected in the inquiry selection information, does the device name selected in the device selection information acquired in step A6 exist in the device configuration database 112? Determine whether or not. If “usage” is selected in the inquiry selection information, it is determined whether or not the device name selected in the device selection information acquired in step A6 exists in the usage database 114.

  When the information corresponding to the inquiry selection information is in the databases 112 to 114 (YES in step B3), the control unit 102 extracts the information (corresponding information) corresponding to the acquired inquiry selection information from the databases 112 to 114 ( Step B4; see FIG. 9).

  Here, in step B4, when "configuration" is selected in the inquiry selection information, the part model number corresponding to the device name selected in the device selection information acquired in step A6 is extracted from the device configuration database 112. . If “cost” is selected in the inquiry selection information, the part model number corresponding to the device name selected in the device selection information acquired in step A6 is specified based on the cost database 113, and the cost database 113 is specified. From, the price and replacement work cost corresponding to the specified part model number are extracted. When "usage" is selected in the inquiry selection information, the usage corresponding to the device name selected in the device selection information acquired in step A6 is extracted from the usage database 114.

  Next, the control unit 102 transmits the extracted correspondence information to the information terminal device 300 (step B5; see FIG. 9). Then, it progresses to step B13.

  When the information terminal device 300 receives the correspondence information, the information terminal device 300 displays the correspondence information.

  When the information corresponding to the inquiry selection information does not exist in the databases 112 to 114 (NO in step B3) or when an additional inquiry is to be made (YES in step B15), the control unit 102 sets the inquiry by the free word. The inquiry input request information for requesting the input is transmitted to the information terminal device 300 (step B6; see FIG. 9).

  When the information terminal device 300 receives the inquiry input request information, the information terminal device 300 displays the inquiry input screen, and the operator operates the input unit 304 of the information terminal device 300 to input the inquiry by the free word on the inquiry input screen. The inquiry input information including the input inquiry is transmitted to the failure identification support device 100.

  Next, the control unit 102 acquires inquiry input information from the information terminal device 300 (step B7; see FIG. 9).

  Next, the control unit 102 extracts one or more words from the acquired inquiry input information (step B8; see FIG. 9).

  Next, the control unit 102 determines whether the extracted one or more words are in the similarity correspondence information database 116 (word column) (step B9; see FIG. 9). When the extracted word is not in the similarity correspondence information database 116 (NO in step B9), the process proceeds to step B12.

  When the extracted word is in the similarity correspondence information database 116 (YES in step B9), the control unit 102 extracts an inquiry and an answer corresponding to the extracted word from the similarity correspondence information database 116 (step B10; FIG. 9).

  Next, the control unit 102 transmits the similarity correspondence information including the extracted inquiry and answer to the information terminal device 300 (step B11; see FIG. 9). Then, it progresses to step B13.

  When the extracted word does not exist in the similarity correspondence information database 116 (NO in step B9), the control unit 102 transmits no reply information notifying that there is no reply corresponding to the inquiry input information to the information terminal device 300 (step). B12; see FIG. 9). Then, it progresses to step B13.

  When the information terminal device 300 receives the non-response information, it displays the non-response information.

  After step B5, step B11, or step B12, the control unit 102 transmits to the information terminal device 300 additional inquiry selection request information requesting selection (input is also possible) whether to make an additional inquiry (or input). Step B13; see FIG. 9).

  When the information terminal device 300 receives the additional inquiry selection request information, the information terminal device 300 displays a screen for selecting whether or not to make an additional inquiry from the output unit 305 of the information terminal device 300, and the operator of the information terminal device 300 By operating the input unit 304, it is selected whether to make an additional inquiry, and additional inquiry selection information including the selected content is transmitted to the failure identification support device 100.

  Next, the control unit 102 acquires additional inquiry selection information from the information terminal device 300 (step B14; see FIG. 9).

  Next, the control unit 102 determines whether or not the acquired additional inquiry selection information makes an additional inquiry (step B15; see FIG. 8). If the inquiry is not made (NO at step B15), the process ends. If the inquiry is an additional inquiry (YES in step B15), the process proceeds to step B6.

  When the message selection information is failure identification (YES in step A13), the control unit 102 transmits failure content selection request information requesting selection of failure content to the information terminal device 300 (step C1; see FIG. 10). .

  When the information terminal device 300 receives the failure content selection request information, the information terminal device 300 displays a screen requesting selection of the failure content from the output unit 305 of the information terminal device 300, and the operator operates the input unit 304 of the information terminal device 300. The failure content is selected by operation, and failure content selection information including the selected failure content is transmitted to the failure identification support device 100.

  Next, the control unit 102 acquires the failure content selection information from the information terminal device 300 (step C2; see FIG. 10).

  Next, the control unit 102 determines whether or not the failure content corresponding to the failure content of the acquired failure content selection information exists in the failure support information database 115 (step C3; see FIG. 10). When the corresponding fault content does not exist in the fault handling information database 115 (NO in step C3), the process proceeds to step C7.

  When the corresponding fault content exists in the fault correspondence information database 115 (YES in step C3), the control unit 102, for the device name in the device selection information, the information corresponding to the fault content of the acquired fault content selection information (correspondence information ; At least the failure cause and the failure part) are extracted from the failure handling information database 115 (step C4; see FIG. 10). The correspondence information is not limited to one and may be plural.

  Next, the control unit 102 generates failure correspondence information in which the extracted correspondence information is arranged in descending order of evaluation value (step C5; see FIG. 10). If there is only one piece of correspondence information extracted, step C5 may be omitted.

  Next, the control unit 102 transmits the generated failure handling information to the information terminal device 300 (step C6; see FIG. 10). Then, after a while (after a predetermined time has elapsed), the process proceeds to step C10.

  As a result, the information terminal device 300 receives the failure handling information, displays the failure handling information on the screen, and the worker refers to the displayed failure handling information to perform the failure recovery work. .

  If the information corresponding to the failure content selection information does not exist in the failure correspondence information database 115 (NO in step C3), the control unit 102 requests the failure content input request to input the failure content of the device for the device name in the device selection information. The information is transmitted to the information terminal device 300 (step C7; see FIG. 10).

  Note that, when the information terminal device 300 receives the failure content input request information, the information terminal device 300 displays a screen requesting the input of the failure content of the device from the output unit 305 of the information terminal device 300, and the operator operates the input unit of the information terminal device 300. The failure content of the apparatus is input by operating 304, and failure content input information including the entered failure content of the apparatus is transmitted to the failure identification support apparatus 100.

  Next, the control unit 102 acquires the failure content input information from the information terminal device 300 (step C8; see FIG. 10).

  Next, the control unit 102 registers the failure content in the failure response information database 115 based on the acquired failure content input information (step C9; see FIG. 10). Then, it returns to step C1.

  After step C6, the control unit 102 inputs (may be selected) an evaluation (evaluation of whether the failure response information transmitted in step C6 is appropriate or not) when the failure recovery work is performed based on the failure response information. The requested evaluation input request information is transmitted to the information terminal device 300 (step C10; see FIG. 10).

  When the information terminal device 300 receives the evaluation input request information, the information terminal device 300 displays a screen for inputting an evaluation (selection is possible) for each correspondence information in the failure correspondence information, and the operator inputs the information on the input unit 304 of the information terminal device 300. By operating, the evaluation as to whether it is appropriate or inappropriate is input for each correspondence information, and the evaluation input information including the input evaluation for each correspondence information is transmitted to the failure identification support device 100.

  Next, the control unit 102 acquires the evaluation input information from the information terminal device 300 (step C11; see FIG. 10).

  Next, the control unit 102 determines whether or not there is at least one evaluated as appropriate in the acquired evaluation input information (step C12; see FIG. 10). If none of them are evaluated as appropriate (NO in step C12), that is, if all are evaluated as inappropriate, the process proceeds to step C14.

  When there is at least one that has been evaluated as appropriate (YES in step C12), the control unit 102 adds or subtracts the evaluation value of the correspondence information corresponding to the acquired evaluation input information (step C13; see FIG. 10). . Then, it ends.

  Here, the addition of the evaluation value is performed by adding a predetermined score to the evaluation value of the correspondence information evaluated as appropriate. In the subtraction of the evaluation value, a predetermined score is subtracted from the evaluation value of the corresponding information evaluated as inappropriate.

  If none of them is evaluated as appropriate (NO in step C12), the control unit 102 subtracts the evaluation value of the correspondence information corresponding to the acquired evaluation input information (step C14; see FIG. 10).

  Here, in step C14, since the correspondence information corresponding to the acquired evaluation input information is the correspondence information evaluated as inappropriate, only the evaluation value is subtracted.

  Next, the control unit 102 transmits fault input request information for requesting input of fault handling information (device name, fault content, fault cause, fault component) to the information terminal device 300 (step C15; see FIG. 10).

  When the information terminal device 300 receives the failure input request information, the information terminal device 300 displays a screen requesting the input of failure response information from the output unit 305 of the information terminal device 300, and the operator operates the input unit 304 of the information terminal device 300. The failure handling information is input by the operation, and the failure input information including the entered failure handling information is transmitted to the failure identification support device 100.

  Next, the control unit 102 acquires the fault input information from the information terminal device 300 (step C16; see FIG. 10).

  Next, the control unit 102 registers the failure response information in the failure response information database 115 based on the acquired failure input information (device name, failure content, failure cause, failure component) (step C17; see FIG. 10). .

  Next, the control unit 102 adds the evaluation values of the registered failure handling information (step C18; see FIG. 10). Then, it ends.

  Here, in step C18, since the registered failure handling information is the failure handling information when restored by the failure restoration work, only the evaluation value is added.

  According to the first embodiment, even if a new failure occurs and there is no option to inquire, it becomes possible to make an inquiry by using a free word and obtain an answer, and effectively shorten the failure recovery time. Can contribute to.

  Further, according to the first embodiment, in the process of recovering from a new failure, it becomes possible to add the failure content, failure cause, and failure component of a new device to the failure response information database 115, and a wide range of failures can be added. Can help identify the failing part.

  Further, according to the first embodiment, since it is possible to evaluate the failure response information in the process of recovering from a new failure, changing the priority of the failure cause and the failure component can reduce the failure cause and the failure component. It can contribute to increase the specific accuracy.

[Embodiment 2]
A failure identification support device according to the second embodiment will be described with reference to the drawings. FIG. 11 is a block diagram schematically showing the configuration of the failure identification support device according to the second exemplary embodiment.

  The failure identification support device 100 controls the acquisition unit 106 that acquires data, the output unit 105 that outputs data, the storage unit 103 that stores data, the acquisition unit 106, the output unit 105, and the storage unit 103, and And a control unit 102 that performs predetermined information processing.

  As the acquisition unit 106, for example, an input unit for inputting data, a receiving unit (may be a communication unit) for receiving data, or the like can be used.

  As the output unit 105, for example, a display unit for displaying data, a printing unit for printing data, a transmitting unit for transmitting data (a communication unit may be used), or the like can be used.

  The storage unit 103 stores a first database 120 and a second database 121. The first database 120 is a database in which device identification information for identifying a device, component identification information for identifying a component, component price, component replacement work cost, and usage are associated and organized. The second database 121 is a database in which words (including words, character strings, and phrases), inquiries, and answers are associated and organized.

  The details of the operation of the control unit 102 are as follows.

  Next, the operation of the control unit of the failure identification support device according to the second exemplary embodiment will be described with reference to the drawings. FIG. 12 is a flowchart schematically showing the operation of the control unit of the failure identification support device according to the second exemplary embodiment.

  The control unit 102 of the failure identification support device 100 acquires, through the acquisition unit 106, inquiry selection information that selects an inquiry about any one of device identification information, component identification information, component price, component replacement work cost, and usage. (Step D1).

  Next, the control unit 102 determines whether or not the information corresponding to the inquiry selected in the inquiry selection information exists in the first database 120 (step D2).

  When the corresponding information is in the first database 120 (YES in step D2), the control unit 102 extracts the information corresponding to the acquired inquiry selection information from the first database 120, and the information is extracted through the output unit 105. The information is output (step D3), and then the process ends.

  When the corresponding information does not exist in the first database 120 (NO in step D2), the control unit 102 acquires the inquiry input information in which the inquiry by the free word is input through the acquisition unit 106 (step D4).

  Next, the control unit 102 extracts a phrase from the acquired inquiry input information (step D5).

  Next, the control unit 102 determines whether or not there is a phrase corresponding to the extracted phrase in the second database 121 (step D6).

  When the corresponding word / phrase exists in the second database 121 (YES in step D6), the control unit 102 outputs the similar correspondence information including the inquiry and the answer corresponding to the extracted word / phrase through the output unit 105 (step D7). .

  When the corresponding phrase does not exist in the second database 121 (NO in step D6), the control unit 102 outputs, through the output unit 105, no answer information indicating that there is no answer corresponding to the inquiry input information (step D8). ), Then end.

  According to the second embodiment, even if a new failure occurs and there is no option to inquire, it becomes possible to inquire by the free word and obtain an answer, which contributes to shortening the time for failure recovery. be able to.

(Appendix)
In the present invention, the form of the failure identification support device according to the first aspect is possible.

  In the failure identification support device according to the first aspect, the control unit extracts information corresponding to the acquired inquiry selection information from the first database when corresponding information exists in the first database. And a process of outputting the extracted information through the output unit.

  In the failure identification support device according to the first aspect, the control unit, through the output unit, when the corresponding phrase does not exist in the second database, an answer notifying that there is no answer corresponding to the inquiry input information. Perform the process to output the information.

  In the failure identification support device according to the first aspect, the first database includes a contact information of a customer, the device identification information, the component identification information, the component price, the component replacement work cost, and the usage. The control unit is arranged in association with each other, and the control unit has a process of acquiring customer information including a contact information of the customer through the acquisition unit and a contact address corresponding to the contact address of the customer information in the first database. A process of determining whether or not there is a corresponding contact in the first database, a process of extracting the device identification information corresponding to the contact of the customer information from the first database; Through the acquisition unit, a process of acquiring the device selection information in which one of the extracted device identification information is selected or non-selected, and the acquired device selection information is extracted before A process of determining whether or not any of the device identification information is selected, and when selecting any of the extracted device identification information, a request for inquiry or failure identification through the acquisition unit. The process of acquiring the selected item selection information and the process of determining whether or not the acquired item selection information selects an inquiry, and the process of acquiring the inquiry selection information are acquired. It is performed when the message selection information is selecting an inquiry.

  In the failure identification support device according to the first aspect, the control unit, when the corresponding contact does not exist in the first database, or when none of the extracted device identification information is selected, Through the acquisition unit, a process of acquiring new input information in which the configuration information of the first database is newly input, and a process of registering the configuration information of the first database based on the acquired new input information, The process of determining whether the corresponding contact information is in the first database is also performed after the process of registering the configuration information of the first database.

  In the failure identification support apparatus according to the first aspect, the storage unit stores a third database in which parts identification information for identifying parts, failure details, cause of failure, failed parts, and evaluation values are associated and arranged. , The control unit, through the acquisition unit, when the acquired message selection information selects failure identification, a process of acquiring the failure content selection information in which the failure content is selected, and the acquired failure content selection Processing for determining whether or not the failure content corresponding to the failure content of information is in the third database, and the device identification information in the device selection information when the corresponding failure content is in the third database , A process of extracting one or more fault causes and one or more fault parts corresponding to the fault content from the third database, and the output unit. Extracted, perform the one or more failure cause, and a process of outputting failure handling information including the one or more failed component, a.

  In the failure identification support device according to the first aspect, in the process of outputting the failure correspondence information, when the corresponding failure content is in the third database, the device identification information in the device selection information is A process of extracting a plurality of failure causes and a plurality of failure components corresponding to the failure content from the three databases, and a corresponding evaluation of the extracted failure causes and the plurality of failure components A process of generating the failure handling information arranged in descending order of the value or a process of outputting the generated failure handling information through the output unit is performed.

  In the failure identification support device according to the first aspect, when the corresponding failure content does not exist in the third database, the control unit causes the acquisition unit to acquire the failure content for the device identification information in the device selection information. The process of acquiring the failure content input information and the processing of registering the failure content in the third database based on the acquired failure content input information are performed, and the processing of acquiring the failure content selection information is It is also performed after the process of registering the failure content.

  In the failure identification support device according to the first aspect, the control unit, through the acquisition unit, the evaluation input information in which the failure cause of the failure correspondence information and the evaluation of whether the failure component is appropriate or not are input. Acquiring process, a process of determining whether or not there is one evaluated as appropriate in the acquired evaluation input information, and a failure cause and a failure component evaluated as appropriate when there is one evaluated as appropriate Is added to the evaluation value of the third database, and the evaluation value of the third database corresponding to the fault cause and the faulty component evaluated to be inappropriate is subtracted.

  In the failure identification support device according to the first aspect, the control unit evaluates the evaluation value of the third database corresponding to the failure cause and the failure component evaluated as inappropriate when there is nothing evaluated as appropriate. A process of subtracting a predetermined number of points from the process, a process of acquiring fault input information in which the component identification information, fault content, fault cause, and fault component are input through the acquisition unit; Processing for registering component identification information, fault content, fault cause, and fault component in the third database, and the registered component identification information, fault content, fault cause, and evaluation value corresponding to the fault component And the process of adding.

  In the failure identification support apparatus according to the first aspect, the first database stores a fourth database in which apparatus identification information and component identification information are associated and arranged, and component identification information, a component price, and a component replacement work cost. It includes a fifth database arranged in association with each other, and a sixth database arranged in association with device identification information, component identification information, and usage.

  In the failure identification support device according to the first aspect, the first database includes a seventh database in which customer contacts and maintenance contract numbers are associated and arranged, and the fourth database includes a maintenance contract number and the device. The identification information and the component identification information are associated and organized.

  In the present invention, the form of the failure identification support system according to the second aspect is possible.

  The present invention can take the form of the failure identification support method according to the third aspect.

  In the present invention, the form of the program according to the fourth aspect is possible.

  The disclosures of the above patent documents are incorporated herein by reference. Modifications and adjustments of the exemplary embodiments and examples are possible within the scope of the overall disclosure (including claims and drawings) of the present invention and based on the basic technical concept thereof. Further, various combinations or selections (including necessary elements of each claim, elements of each embodiment or example, each element of each drawing, and the like) within the scope of the entire disclosure of the present invention (necessary) Can be selected). That is, it goes without saying that the present invention includes various variations and modifications that can be made by those skilled in the art according to the entire disclosure including the claims and the drawings and the technical idea. Further, regarding the numerical values and numerical ranges described in the present application, it is considered that arbitrary intermediate values, lower numerical values, and small ranges are described even if not specified.

1 Fault identification support system 100 Fault identification support device 101 Communication unit 102 Control unit 103 Storage unit 104 Input unit 105 Output unit 106 Acquisition unit 110 Fault identification support program 111 Customer database (first database, seventh database)
112 Device configuration database (first database, fourth database)
113 Cost database (1st database, 5th database)
114 Usage database (1st database, 6th database)
115 Fault response information database (3rd database)
116 Similarity correspondence information database (second database)
120 first database 121 second database 200 network 300 information terminal device 301 communication unit 302 control unit 303 storage unit 304 input unit 305 output unit

Claims (10)

An acquisition unit that acquires data,
An output unit for outputting data,
A storage unit for storing data,
A control unit that controls the acquisition unit, the output unit, and the storage unit, and performs predetermined information processing,
Equipped with
The storage unit is
A first database in which device identification information for identifying a device, part identification information for identifying a part, a part price, a part replacement work cost, and a usage method are associated and arranged;
A second database in which words, inquiries, and answers are associated and organized,
Remember
The control unit is
Through the acquisition unit, a process of acquiring inquiry selection information that selects an inquiry about any of device identification information, component identification information, component price, component replacement work cost, and usage,
A process of determining whether or not information corresponding to the inquiry selected in the inquiry selection information exists in the first database;
A process of acquiring inquiry input information in which an inquiry by a free word is input through the acquisition unit when corresponding information does not exist in the first database;
A process of extracting a word or phrase from the acquired inquiry input information,
A process of determining whether or not a phrase corresponding to the extracted phrase exists in the second database;
A process of outputting similar correspondence information including an inquiry and an answer corresponding to the extracted word and phrase through the output unit when the corresponding word and phrase is in the second database;
I do,
Fault identification support device. In the first database, the contact information of the customer, the device identification information, the component identification information, the component price, the component replacement work cost, and the usage are associated and organized,
The control unit is
A process of acquiring customer information including the contact information of the customer through the acquisition unit;
A process of determining whether or not there is a contact corresponding to the contact of the customer information in the first database;
A process of extracting the device identification information corresponding to the contact of the customer information from the first database when the corresponding contact exists in the first database;
Through the acquisition unit, a process of acquiring device selection information in which one of selection or non-selection of the extracted device identification information is selected,
The acquired device selection information is a process of determining whether or not any of the extracted device identification information is selected,
While selecting any of the extracted device identification information, through the acquisition unit, a process of acquiring the message selection information selecting the message of inquiry or failure identification,
A process of determining whether or not the acquired message selection information selects an inquiry;
And then
The process of acquiring the inquiry selection information is performed when the acquired message selection information is selecting an inquiry,
The fault identification support device according to claim 1. The control unit is
When the corresponding contact does not exist in the first database, or when none of the extracted device identification information has been selected, the configuration information of the first database is newly input through the acquisition unit. Process to get input information,
A process of registering the configuration information of the first database based on the acquired new input information;
And then
The process of determining whether the corresponding contact information is in the first database is also performed after the process of registering the configuration information of the first database,
The fault identification support device according to claim 2. The storage unit stores a third database in which parts identification information for identifying parts, details of a failure, a cause of a failure, a failed part, and an evaluation value are associated and arranged,
The control unit is
When the acquired message selection information selects failure identification, a process of acquiring the failure content selection information in which the failure content is selected through the acquisition unit,
A process of determining whether or not the failure content corresponding to the failure content of the acquired failure content selection information is in the third database;
When the corresponding failure content is in the third database, with respect to the device identification information in the device selection information, one or more failure causes corresponding to the failure content and one or more of the device identification information from the third database. Process of extracting the faulty part of
A process of outputting the failure response information including the extracted one or more failure causes and the one or more failure parts through the output unit;
I do,
The fault identification support device according to claim 2. In the process of outputting the failure response information,
When the corresponding failure content is in the third database, regarding the device identification information in the device selection information, a plurality of failure causes and a plurality of failure components corresponding to the failure content are identified from the third database. The process of extracting,
A process of generating failure correspondence information in which the plurality of extracted failure causes and the plurality of failure parts are arranged in the descending order of the corresponding evaluation values or in the ascending order of the evaluation values,
A process of outputting the generated failure handling information through the output unit,
I do,
The failure identification support device according to claim 4. The control unit is
Through the acquisition unit, a process of acquiring evaluation input information in which the failure cause of the failure response information and the evaluation of whether the failed component is appropriate or inappropriate are input,
A process of determining whether or not there is one that has been evaluated as appropriate in the obtained evaluation input information;
When there is something that has been evaluated to be appropriate, the evaluation values of the third database corresponding to the failure cause and the failure part that have been evaluated to be appropriate are added, and the failure value and the failure part that have been evaluated to be inadequate A process of subtracting the evaluation value of the third database;
I do,
The failure identification support device according to claim 4. The control unit is
A process of subtracting a predetermined score from the evaluation value of the third database corresponding to the cause of failure and the failed component evaluated as inappropriate when there is nothing that has been evaluated as appropriate;
Through the acquisition unit, a process of acquiring the component identification information, the content of the failure, the cause of the failure, and the failure input information in which the failed part is input,
A process of registering component identification information, fault content, fault cause, and fault component in the third database based on the obtained fault input information;
A process of adding the registered component identification information, the fault content, the fault cause, and the evaluation value corresponding to the faulty component;
I do,
The fault identification support device according to claim 6. A failure identification support device according to any one of claims 1 to 7;
An information terminal device,
A network connecting the failure identification support device and the information terminal device in a communicable manner;
Equipped with
The acquisition unit acquires data from the information terminal device via the network,
The output unit outputs data to the information terminal device via the network,
Fault identification support system. A first database in which device identification information for identifying a device, part identification information for identifying a part, a part price, a part replacement work cost, and a usage method are associated and arranged;
A second database in which words, inquiries, and answers are associated and organized,
Is a failure identification support method for assisting identification of a failure using a device for storing,
A step of acquiring inquiry selection information that selects an inquiry about any of device identification information, part identification information, part price, part replacement work cost, and usage,
Determining whether the information corresponding to the inquiry selected in the inquiry selection information is in the first database;
Obtaining inquiry input information in which an inquiry by a free word is input when corresponding information does not exist in the first database,
Extracting a phrase from the inquiry input information,
Determining whether a word or phrase corresponding to the extracted word or phrase exists in the second database;
Outputting similar correspondence information including an inquiry and an answer corresponding to the extracted term when the corresponding term is in the second database,
including,
Failure identification support method. A first database in which device identification information for identifying a device, part identification information for identifying a part, a part price, a part replacement work cost, and a usage method are associated and arranged;
A second database in which words, inquiries, and answers are associated and organized,
Is a program that causes a device that stores the
A process for acquiring inquiry selection information that selects an inquiry about any of device identification information, part identification information, part price, part replacement work cost, and usage,
A process of determining whether or not information corresponding to the inquiry selected in the inquiry selection information exists in the first database;
A process of acquiring inquiry input information in which an inquiry by a free word is input when corresponding information does not exist in the first database;
A process of extracting a phrase from the inquiry input information,
A process of determining whether or not a phrase corresponding to the extracted phrase exists in the second database;
A process of outputting similar correspondence information including an inquiry and an answer corresponding to the extracted word and phrase when the corresponding word and phrase is in the second database;
A program to execute.

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