JP7613291B2 - Information processing device, information processing system, information processing method, and information processing program - Google Patents

Description

The present invention relates to an information processing device, an information processing system, an information processing method, and an information processing program.

Recently, a technique has been proposed that stores a log containing information derived from previous user search sessions in which a user query was entered into a search engine to search for answer instances from a knowledge base, stores a set of query suggestions each formed to search for at least one answer instance in the knowledge base, ranks the query suggestions in the set based in part on the stored log, receives a user query in natural language, generates a subset of the set of ranked query suggestions during input of the user query, and presents the subset to the user as candidates for the user query (see, for example, Patent Document 1).

A technology has also been proposed that accepts input of a trouble case text, analyzes the trouble case text, generates an answer text based on the analysis results, calculates the cost of replacement parts included in the answer text, and generates the answer text and the calculated cost as display data, thereby providing troubleshooting data and adding a troubleshooting function to a search system to derive information on parts and repairs while diagnosing symptoms (see, for example, Patent Document 2).

JP 2009-104602 A JP 2003-76802 A

However, in the conventional technology described in Patent Document 1 mentioned above, the suggestions output are based on key input and words such as nouns and verbs based on a thesaurus, making it difficult to present solutions to problems to users who wish to solve the problem. Also, in the conventional technology described in Patent Document 2, no consideration is given to creating answers or estimates, making it difficult to present solutions to problems to users who wish to solve the problem. Therefore, there is a demand for technology that can present appropriate solutions to problems to users who wish to solve the problem.

The object of the present invention is to provide an information processing device, an information processing system, an information processing method, and an information processing program that can present solutions to a problem to a user who wishes to solve the problem.

The present invention provides an information processing device that includes a storage unit that stores past trouble information related to past troubles, and a control unit that directly or indirectly acquires trouble information from a user terminal, including information related to the trouble input by a user using the user terminal, searches the storage unit for past trouble information related to the acquired trouble information based on the trouble information, and when the past trouble information is retrieved, retrieves from the storage unit at least one piece of cause resolution information including information on the cause and solution of the trouble associated with the retrieved past trouble information, and sets a priority for at least one piece of cause resolution information and outputs it.

The present invention comprises a first device having a first storage unit that stores information and a first control unit that reads out information from the first storage unit, and a second device having a second storage unit that stores information and a second control unit that reads out information from the second storage unit, wherein the first storage unit stores past trouble information related to past troubles and cause resolution information including information on the cause and solution of the trouble associated with the past trouble information, and the first control unit acquires trouble information including information on the trouble from the second device and searches the first storage unit for past trouble information related to the acquired trouble information, When the past trouble information is retrieved, at least one piece of cause solution information associated with the retrieved past trouble information is retrieved from the first storage unit, a priority is set for the at least one piece of cause solution information and output, the second storage unit stores the trouble information input in natural language, the second control unit reads the trouble information from the second storage unit and outputs it to the first device, obtains the cause solution information with the priority set and stores it in the second storage unit, and reads the cause solution information from the second storage unit and outputs it.

The present invention provides an information processing method in which a computer acquires trouble information including information related to a trouble, searches for past trouble information related to the acquired trouble information from a memory unit in which past trouble information is stored based on the trouble information, and when the past trouble information is retrieved, retrieves from the memory unit at least one piece of cause resolution information including information on the cause and solution of the trouble that is associated with the retrieved past trouble information, and sets a priority for at least one piece of cause resolution information and outputs it.

The present invention provides an information processing program that causes a computer to execute a process of acquiring trouble information including information related to a trouble, searching for past trouble information related to the acquired trouble information from a storage unit in which past trouble information is stored based on the trouble information, and when the past trouble information is retrieved, retrieving from the storage unit at least one piece of cause resolution information including information on the cause and solution of the trouble that is associated with the retrieved past trouble information, and setting a priority for at least one piece of cause resolution information and outputting it.

The present invention has the effect of being able to present solutions to problems to users who wish to solve the problem.

1 is a diagram illustrating an outline of a configuration of an information processing system according to an embodiment of the present invention. 1 is a block diagram illustrating a schematic configuration of an information processing apparatus according to an embodiment of the present invention. FIG. 2 is a block diagram illustrating a schematic configuration of a processing server according to an embodiment of the present invention. FIG. 2 is a block diagram illustrating a schematic configuration of a user terminal according to one embodiment of the present invention. FIG. 2 is a block diagram illustrating a schematic configuration of a work report server according to an embodiment of the present invention. FIG. 2 is a block diagram showing a schematic configuration of an expense processing server according to an embodiment of the present invention. 1 is a flowchart illustrating an information processing method according to an embodiment of the present invention. FIG. 4 is a diagram showing an example of a display screen for explaining an information processing method according to an embodiment of the present invention. FIG. 2 is a block diagram illustrating a hardware configuration according to an embodiment of the present invention.

The following describes an embodiment of the present invention with reference to the drawings. Note that in all drawings of the following embodiment, the same or corresponding parts are given the same reference numerals. Furthermore, the present invention is not limited to the embodiment described below.

(Information Processing System)
First, an information processing system according to an embodiment of the present invention will be described. Fig. 1 is a diagram showing a schematic configuration of the information processing system. As shown in Fig. 1, the information processing system 1 according to the embodiment includes a proposal server 10, a processing server 20, a user terminal 30, a work report server 40, and an expense processing server 50.

The proposal server 10, processing server 20, user terminal 30, work report server 40, and expense processing server 50 are configured to be able to communicate with each other through network 2. Network 2 is configured from a dedicated line, an Internet network, a mobile phone network, or the like. Network 2 may also include other communication networks, such as a WAN (Wide Area Network), a telephone communication network such as a mobile phone, or a wireless communication network such as WiFi (registered trademark).

(Proposal Server)
Fig. 2 is a block diagram showing a schematic configuration of an information processing device. The proposal server 10 as a first device including the information processing device is a server for managing the information processing system according to this embodiment in an integrated manner, and can be managed by an administrator of the information processing system 1. As shown in Fig. 2, the proposal server 10 includes a control unit 11 as a first control unit, a storage unit 12 as a first storage unit, a communication unit 13, and an input/output unit 14.

Specifically, the control unit 11 includes a processor having hardware such as a CPU (Central Processing Unit), a DSP (Digital Signal Processor), and an FPGA (Field-Programmable Gate Array), as well as a main memory unit such as a RAM (Random Access Memory) and a ROM (Read Only Memory).

The storage unit 12 is composed of a storage medium selected from an EPROM (Erasable Programmable ROM), a hard disk drive (HDD), and a removable medium. Examples of removable media include a Universal Serial Bus (USB) memory, or a disk recording medium such as a Compact Disc (CD), a Digital Versatile Disc (DVD), or a Blu-ray (registered trademark) Disc (BD). The storage unit 12 can store an operating system (OS), various programs, various tables, various databases, and the like.

The control unit 11 loads the information processing program stored in the memory unit 12 into the working area of the main memory unit, executes it, and controls each component unit through the execution of the information processing program. Note that software such as the information processing program may be a learning model or a trained model generated by machine learning such as deep learning. This allows the control unit 11 to realize the functions of the analysis processing unit 111, the priority processing unit 112, the search unit 113, and the translation unit 114.

The priority processing unit 112 sets the priority of the cause solution information using the priority learning model 127. The search unit 113 of the priority processing unit 112 has a search engine 113a and an access control unit 113b. The translation unit 114 has a spell checker 114a and a translation engine 114b. That is, the language used for the information input by the user and the sentences that the user can understand is various languages such as Japanese, English, French, or Tagalog. Furthermore, the worker (serviceman) who works at the site where the trouble occurred, that is, the user who actually works to solve the problem, may have a specific language that he or she can understand, or may only understand his or her own language. Therefore, the translation unit 114 is configured to be able to translate from a local language such as Tagalog or French to another specified language such as English or Japanese. The translation process and spell check by the translation unit 114 can be performed automatically by searching for a specified language from the dictionary database 125 in response to the input of character information or sentences. Further functions of the analysis processing unit 111, priority processing unit 112, search unit 113, and translation unit 114 will be described later.

The storage unit 12 stores a past information database 121 in which various data are searchably stored, a search log database 122, a cause solving information database 123, a customer information database 124, a dictionary database 125, and a user information database 126. The databases 121 to 126 are, for example, relational databases (RDBs). The databases (DBs) described below are constructed by a Database Management System (DBMS) program executed by the above-mentioned processor that manages the data stored in the storage unit.

The past information database 121 is a database that includes past trouble information 121a, repair report information 121b, and work report information 121c. The past trouble information 121a includes details of troubles that have occurred in the past, i.e., information regarding the cause of the trouble and how to solve it. Furthermore, when new trouble information that is not included in the past trouble information 121a is input, the control unit 11 stores this new trouble information in the past information database 121 as past trouble information 121a, and accumulates and updates the data.

Repair report information 121b is information on the repair method performed by the worker for the trouble and the necessary parts. Work report information 121c is composed of data on the report on the series of work performed by the worker to deal with the trouble. Work report information 121c may be configured to be synchronized with the work report stored in the work report server 40. Past trouble information 121a in the past information database 121 includes not only escalated nonconformity information but also local defect information managed at each base to which the user who performs the work belongs. In the past information database 121, a database management system can be used to build an index that cross-searches a wide range of data sources such as past trouble information 121a, repair report information 121b, and work report information 121c.

The search log database 122 stores past search log information related to searches performed by workers to deal with problems. The past search log information is stored in the memory unit 12 of the proposal server 10 in association with search phrases and past problem information labeled as effective for solving the problem. The cause solution information database 123 stores information on the cause of a problem (hereinafter, cause information) and the actual method of dealing with the problem (hereinafter, solution information) in association with each other when the problem is dealt with. The customer information database 124 stores information on customers who have signed a maintenance contract to deal with the problem and customers who dealt with the problem when the worker deals with the problem (hereinafter, customer information). The dictionary database 125 is a database that includes dictionary information that can be used to refer to phrases and sentences that correspond between a foreign language such as English and a native language such as Japanese, which are necessary for translation.

The user information database 126 is information about users who use the information processing system 1 and the user terminal 30. Examples of the user information database 126 include the user ID, password, user name, user contact information (e.g., address, telephone number, email address, etc.) of the user who has registered to use the information processing system 1, and the user registration history. The user ID and password in the user information database 126 are used for authentication processing such as logging in to the proposal server 10. The customer information database 124 and the user information database 126 may be configured from the same database. The access control unit 113b in the search unit 113 of the control unit 11 has an access management function that suppresses the leakage of so-called confidential information such as trouble information, customer information, or user information in the past information database 121 by searching for user information from the user information database 126, for example, a function that controls the authority to access customer name information stored in the customer information database 124. In other words, the access control unit 113b can realize access control corresponding to the user who searches for trouble information.

That is, the control unit 11 can use the user ID as user identification information to determine access rights to the database. This makes it possible to control access to the proposed server 10 based on the user identification information. In other words, the access control unit 113b in the search unit 113 of the control unit 11 can set a level according to the input user identification information and determine and control whether or not access is permitted to various databases stored in the storage unit 12 of the proposed server 10. This makes it possible to prevent leakage of personal information and customer information, and to realize access control regarding the viewing of various information stored in the database. This makes it possible for not only users of the company that owns the proposed server 10, but also customers and others to access the proposed server 10 while preventing information leakage as users.

The memory unit 12 further stores a priority learning model 127 as a learning model. The priority learning model 127 is a learning model in which various information related to the trouble information input by the user and the user information of the input user are used as input parameters, and cause solving information including cause information and solution information and the priority of at least one cause solving information are used as output parameters. The priority learning model 127 can be generated by supervised learning using input/output data sets as teacher data, in which the past trouble information 121a, repair report information 121b, and work report information 121c stored in the past information database 121, and information about the user, such as gender, department, years of experience, language proficiency level, and past input information in natural language, are used as learning input parameters, and past cause solving information corresponding to the input trouble information is used as learning output parameters. Note that the matching probability, i.e., the priority, is also output for the cause solving information. Note that the learning model can also be updated appropriately based on the input information. This makes it possible to use the priority learning model 127 to analyze search target information written in natural language, which was previously ambiguous, and to analyze the target past trouble information.

The communication unit 13, which serves as an information acquisition unit, is composed of, for example, a LAN (Local Area Network) interface board and a wireless communication circuit for wireless communication. The LAN interface board and the wireless communication circuit are connected to a network 2 such as the Internet, which is a public communication network. The communication unit 13 is connected to the network 2 and communicates with the processing server 20, the user terminal 30, the work report server 40, and the expense processing server 50.

The input/output unit 14 is composed of a touch panel display, a speaker microphone, and the like. As an output means, the input/output unit 14 is configured to be able to notify the outside of predetermined information by displaying characters, figures, and the like on the screen of the touch panel display and outputting sound from the speaker microphone in accordance with the control of the control unit 11. Also, as an input means, the input/output unit 14 is configured to be able to input predetermined information to the control unit 11 by operating the touch panel display by operation with a user's finger or pen, or by emitting sound toward the speaker microphone. By configuring the input/output unit 14 to be capable of voice recognition, information can be input by voice into the input/output unit 14.

The proposal server 10 is configured to be able to communicate with the support facility 60. The communication between the proposal server 10 and the support facility 60 is performed using a dedicated line, but may also be performed via the network 2. The support facility 60 is composed of at least one user who devises ways to deal with problems. The support facility 60 includes, for example, a trouble support team consisting of at least one reviewer who considers countermeasures to the trouble, and a department responsible for the product related to the equipment in which the trouble occurred.

(Processing Server)
The processing server 20 is a server that searches for ways to deal with a problem by communicating with a user terminal 30. Fig. 3 is a block diagram showing a schematic configuration of the processing server. As shown in Fig. 3, the processing server 20 as a second device includes a control unit 21 as a second control unit, a storage unit 22 as a second storage unit, a communication unit 23, and an input/output unit 24. The control unit 21, the storage unit 22, the communication unit 23, and the input/output unit 24 are physically configured in the same manner as the control unit 11, the storage unit 12, the communication unit 13, and the input/output unit 14, respectively.

The control unit 21 has a selection unit 211, a synchronization unit 212, a search unit 213, and a security unit 214. The memory unit 22 stores a cause solution information database 221, a search log database 222, and a user information database 223. The cause solution information database 221, the search log database 222, and the user information database 223 are configured to be synchronized with the cause solution information database 123, the search log database 122, and the user information database 126 in the memory unit 12 of the proposal server 10 by the synchronization unit 212 in the control unit 21, respectively.

The selection unit 211 in the control unit 21 is configured to be able to select predetermined information based on information retrieved by the search unit 213 from the cause solution information database 221 and the search log database 222 stored in the memory unit 22. The security unit 214 controls whether or not to allow access to the cause solution information database 221 for each user using the user terminal 30 based on the user information database 223. The input/output unit 24 as an input means is configured to be able to input detailed trouble information. The input/output unit 24 as an output means is able to output information relating to a cause solution method. Further functions of the selection unit 211, synchronization unit 212, search unit 213, and security unit 214 in the control unit 21 will be described later.

(User terminal)
The user terminal 30 is a terminal for searching for ways to deal with a problem by communicating with the processing server 20, and constitutes an information communication unit. FIG. 4 is a block diagram showing a schematic configuration of a user terminal. The user terminal 30 as the second device is a computer terminal operated by a user, and examples of the user's device include a smartphone, mobile phone, tablet terminal, wearable computer, and personal computer. The user terminal 30 may be any terminal as long as it is capable of transmitting and receiving information to and from the processing server 20.

As shown in FIG. 4, the user terminal 30 includes a control unit 31 as a second control unit, a memory unit 32 as a second memory unit, a communication unit 33, an input/output unit 34, and an external connection unit 35. The control unit 31, the memory unit 32, the communication unit 33, and the input/output unit 34 are physically and functionally configured in the same manner as the control unit 21, the memory unit 22, the communication unit 23, and the input/output unit 24, respectively.

That is, the control unit 31 has a selection unit 311, a synchronization unit 312, a search unit 313, and a security unit 314. The selection unit 311, the synchronization unit 312, the search unit 313, and the security unit 314 function in the same manner as the selection unit 211, the synchronization unit 212, the search unit 213, and the security unit 214 in the control unit 21 of the processing server 20, respectively. The memory unit 32 stores a cause solution information database 321, a search log database 322, and a user information database 323. The cause solution information database 321, the search log database 322, and the user information database 323 are configured to be synchronized with the cause solution information database 221, the search log database 222, and the user information database 223 in the memory unit 22 of the processing server 20, respectively, by the synchronization unit 312 in the control unit 31. The synchronization unit 312 may also be capable of synchronizing with the cause solution information database 123, the search log database 122, and the user information database 126 in the proposal server 10.

The external connection unit 35 is configured to be able to connect to the device in which the problem occurred (target external device) at the site where the problem occurred. The external connection unit 35 is configured to be able to acquire target external device data, such as a crash dump, from the device in which the problem occurred. The target external device data acquired through the external connection unit 35 is stored in the cause solution information database 321 by the control unit 31. In addition, the target external device data is supplied to the cause solution information database 321 of the storage unit 22 in the processing server 20 via the communication unit 33 as necessary.

The selection unit 311 in the control unit 31 is configured to be able to select predetermined information from the cause solution information database 321 and the search log database 322 stored in the storage unit 32 based on the information retrieved by the search unit 313. The security unit 314 controls whether or not to allow access to the cause solution information database 321 for each user who uses the user terminal 30 based on the user information database 323. The input/output unit 34 as an input means is configured to be able to input detailed trouble information. In addition, since the input/output unit 34 is configured to be able to input voice using a speaker microphone, when a user uses the user terminal 30 as an operator at the site where a trouble has occurred, even if his/her hands are occupied with work, he/she can input predetermined information into the input/output unit 34 by voice or operate the user terminal 30 by voice. The input/output unit 24 as an output means outputs information related to the cause solution method. Further functions of the selection unit 311, synchronization unit 312, search unit 313, and security unit 314 in the control unit 31 will be described later.

The user terminal 30 configured as described above may function as the processing server 20. That is, the user terminal 30 has the configuration of the processing server 20, and can also communicate with the proposal server 10 via the network 2.

(Communication Method)
The above-mentioned communication between the proposal server 10, the processing server 20, and the user terminal 30 is performed via the network 2. Depending on the location where the user terminal 30 is used, the communication unit 13 of the proposal server 10 or the communication unit 23 of the processing server 20 may be unable to communicate with the communication unit 33 of the user terminal 30.

That is, depending on the location where the user terminal 30 is used, the on-site network environment may not always be available, so it is also possible to connect via a carrier. Also, the synchronization unit 312 in the control unit 31 of the user terminal 30 controls communication with the processing server 20 and the proposal server 10 according to the connection environment between the user terminal 30 and the network 2. Specifically, each time various information such as trouble information is input to the user terminal 30, sequential communication can be performed to communicate with the proposal server 10 and the processing server 20. In this case, a search can be performed by the proposal server 10 and the processing server 20, and the cause and solution proposal for the equipment where the on-site trouble occurred can be updated sequentially in the user terminal 30, so that the cause and solution can be obtained early.

If the communication performance between the network 2 and the user terminal 30 is insufficient, it is possible to communicate with the processing server 20 and the proposal server 10 via the network 2 only once the user has completed inputting various information, such as trouble information, into the user terminal 30, and to perform bulk communication to obtain the cause and a solution.

If the user terminal 30 is in a state where it is difficult to connect to the network 2 and is unable to communicate with the processing server 20 or the proposal server 10, various information entered by the user can be stored in the cause solution information database 321 of the user terminal 30, and when the user terminal 30 is able to connect to the network 2, the information can be stored in the databases of the processing server 20 or the proposal server 10, enabling communication after the network is restored. In this case, the cause and a solution can be obtained based on the information stored in the cause solution information database 321, the search log database 322, and the user information database stored in the memory unit 32 of the user terminal 30.

(Work report server)
The work report server 40 is a server configured to be able to collect and store work report data supplied from the user terminal 30 and the processing server 20. Fig. 5 is a block diagram showing a schematic configuration of the work report server. As shown in Fig. 5, the work report server 40 as the third device includes a control unit 41 as a third control unit, a storage unit 42 as a third storage unit, and a communication unit 43. The control unit 41, the storage unit 42, and the communication unit 43 are physically configured in the same manner as the control unit 11, the storage unit 12, and the communication unit 13, respectively.

The control unit 41 has a collection storage unit 411 and a security unit 412. The memory unit 42 stores a work report database 421 and a user information database 422. The communication unit 43 receives work report data input by the worker at the user terminal 30 or the processing server 20 from the user terminal 30 or the processing server 20 via the communication unit 43 and the network 2. The collection storage unit 411 of the control unit 41 stores the received work report data in the work report database 421 of the memory unit 42 so that it can be searched. The security unit 412 of the control unit 41 controls whether or not to allow access to the work report database 421 and the work report server 40 itself for each user using the user terminal 30 based on the user information database 422.

(Expense processing server)
The expense processing server 50 is a server that communicates with the work report server 40 via the communication unit 53 and the network 2, and settles expenses based on the work report data. Fig. 6 is a block diagram showing a schematic configuration of the expense processing server. As shown in Fig. 6, the expense processing server 50 includes a control unit 51, a memory unit 52, a communication unit 53, and an input/output unit 54. The control unit 51, the memory unit 52, the communication unit 53, and the input/output unit 54 are physically configured in the same manner as the control unit 11, the memory unit 12, the communication unit 13, and the input/output unit 14, respectively.

The control unit 51 has an expense settlement unit 511, a work hour calculation unit 512, and a security unit 513. The memory unit 52 stores a work hour calculation database 521 and a user information database 522.

The work man-hour counting unit 512 of the control unit 51 counts and outputs the work man-hours from the acquired work report data. The output work man-hour data is stored in the man-hour counting database 521. The expense settlement unit 511 calculates expenses and outputs expense information based on the work man-hour data retrieved from the man-hour counting database 521, and outputs form information such as invoices to be submitted to customers, etc. The output expense information and form information are stored in the man-hour counting database 521. The generated expense information and form information may be transmitted to the user terminal 30 or the processing server 20. The security unit 513 of the control unit 51 controls whether or not to allow access to the expense processing server 50 for each user using the user terminal 30, based on the user information database 522.

(Information Processing Method)
Next, an information processing method, which is a method for acquiring trouble cause solution information executed by the information processing system 1 configured as above, will be described. FIG. 7 is a flowchart for explaining the information processing method according to this embodiment. FIG. 8 is a diagram showing an example of a display screen for explaining the information processing method according to this embodiment. In the following explanation, information is transmitted and received via the network 2, but a detailed explanation of this point will be omitted. In addition, when accessing the proposal server 10 or the processing server 20 from the user terminal 30, a user ID for identifying a user such as an operator who operates the user terminal 30 is also transmitted in association with the information, but a detailed explanation of this point will be omitted.

As shown in FIG. 7, in step ST1, the user terminal 30 or the processing server 20 receives a request for troubleshooting based on the occurrence of a problem. In response to this, the worker travels to the site where the problem is occurring in response to the request for troubleshooting.

Next, in step ST2, when the worker inputs user information into the user terminal 30, the user terminal 30 transmits the input user information to the proposal server 10 via the processing server 20. The access control unit 113b of the proposal server 10 performs user authentication to set the accessible range based on the received user information. This allows the access range to the proposal server 10 and the processing server 20 to be set for each worker by the worker's personal authentication. In addition, the analysis processing unit 111 of the proposal server 10 stores the acquired user information in a searchable manner in the user information database 126. After the user authentication is performed in the proposal server 10, when the worker inputs information (trouble information) about a trouble occurring on-site into the user terminal 30, the control unit 31 of the user terminal 30 transmits the input trouble information to the proposal server 10. Specifically, for example, when the worker starts work at the site, a work report is created by the user terminal 30, and in the case of a trouble response, a trouble cause/measure search program is started from the work report. When the program is started, a "trouble cause/solution search screen" is displayed on the input/output unit 34 of the user terminal 30, as shown in FIG. 8, for example.

When inputting trouble information, the device name, product name, and parts used in the device are basic information about the trouble (hereinafter, trouble basic information), and can be selected from options set in advance as fixed information (fixed information) and made available for input. The trouble basic information can be made available for input, for example, in the trouble basic information input area 341. Note that the trouble basic information is stored, for example, in the cause solution information databases 123, 221, and 321 in the input/output unit 34, and these cause solution information databases 123, 221, and 321 are appropriately synchronized. It is preferable that the cause solution information database 321 is synchronized with the cause solution information databases 123 and 221 when the user terminal 30 is started. The control unit 31 of the user terminal 30 reads out the device fixed information from the cause solution information database 321 and displays it selectably in the trouble basic information input area 341 of the input/output unit 34.

In addition, when the worker inputs the trouble information, at least one type of information selected from product information, state information, and information on the phenomenon is input using the input/output unit 34 as the situation of the trouble. In this case, the worker inputs detailed information on the trouble (trouble detail information) in a natural language that the worker can write. For example, the trouble detail information is input in the trouble detail information input area 342 in the input/output unit 34 as a sentence using a natural language. Here, as the first natural language, not only Japanese and English but also various languages can be adopted as the natural language that the worker can input. The input trouble detail information is transmitted to the proposal server 10 as necessary, and the translation unit 114 uses the dictionary database 125 to translate and normalize into a predetermined language as a second natural language set in advance, such as English. This allows various information to be unified into a predetermined language. In addition, by performing translation by the translation unit 114 of the proposal server 10, the translation load on the user terminal 30 can be reduced. It is also possible to perform translation on the user terminal 30. It is also possible to input the trouble detail information by the worker's voice. This allows workers to enter detailed trouble information even if they are unable to use their hands while entering information due to other tasks.

Next, proceeding to step ST3 shown in FIG. 7, the control unit 31 of the user terminal 30 transmits the input trouble information including the basic trouble information and detailed trouble information to the proposal server 10 via the processing server 20. The analysis processing unit 111 in the control unit 11 of the proposal server 10 analyzes the input trouble information and outputs the analysis result to the priority processing unit 112. The priority processing unit 112 inputs the user information retrieved from the user information database 126 and the acquired analysis result as input parameters to the priority learning model 127. The priority learning model 127 searches the cause resolution information database 123 for the cause of the trouble corresponding to the trouble information and a combination of solutions based on the cause (cause resolution information).

Then, the process proceeds to step ST4, where the priority processing unit 112 determines whether or not cause solution information corresponding to the trouble information exists. If the priority processing unit 112 determines that past trouble information 121a corresponding to the trouble information and cause solution information based on the past trouble information 121a exist (step ST4: Yes), the process proceeds to step ST5. Note that even if similar past trouble information 121a does not exist for the product in which the trouble occurred, if past trouble information 121a exists for a product that has been set in advance as similar to the product in which the trouble occurred, it may be determined that cause solution information based on this past trouble information 121a exists.

In step ST5, the priority processing unit 112 retrieves at least one piece of cause solution information from the cause solution information database 123. Next, the process proceeds to step ST6, where the priority processing unit 112 inputs the user information retrieved from the user information database 126 and the acquired analysis results as input parameters to the priority learning model 127, sets the priority of the cause solution information based on the probability of matching the trouble information, and outputs the set priority to the processing server 20.

Next, in step ST7, the selection unit 211 of the control unit 21 of the processing server 20 transmits the acquired cause solution information with the priority set to the user terminal 30. The selection unit 311 of the control unit 31 of the user terminal 30 that has acquired the cause solution information with the priority set displays at least one cause solution information, for example in the form of a list, on the input/output unit 34, for example, in the order of priority. Specifically, as shown in FIG. 8, the "prioritized causes and solutions" as cause solution information are displayed in the order of priority, as cause solution information 343a, 343b, ..., 343n. This allows the worker to know the cause and solution corresponding to the trouble that occurred on-site. That is, when a worker working at the site where the trouble occurred inputs trouble information such as the product, state, and phenomenon into the user terminal 30 by the "trouble cause/measure search program", the past information database 121 and the cause solution information database 123 are searched in the proposal server 10, and the assumed cause and solution are displayed on the input/output unit 34 of the user terminal 30, for example, in the order of priority. The past information database 121 stores past trouble information 121a, which is collective knowledge that has helped solve troubles in the past, and the cause solution information database 123 stores cause solution information corresponding to the past trouble information 121a. This makes it possible to improve search accuracy and set priorities for cause solution information.

Next, the process proceeds to step ST8, where the worker selects one piece of cause solution information from the input/output unit 34 of the user terminal 30 based on at least one piece of cause solution information. The selected cause solution information is marked as having been selected, and is associated with the entered trouble information and stored in the search log database 322 in the storage unit 32 of the user terminal 30. That is, the trouble information entered by the worker and the cause solution information selected by the user are associated and stored in the search log database 322. As a result, the actual trouble that occurred and the cause solution method that the user responded to are associated and stored in the storage unit 32. It may also be stored in the search log database 222 of the processing server 20. After that, the worker performs response work such as repair or maintenance on the trouble in order of priority or based on a solution that the user himself can handle.

Next, the process proceeds to step ST9, where the input/output unit 34 of the user terminal 30 inputs whether or not the problem has been solved based on the cause solution information selected by the user. The selection unit 311 of the control unit 31 determines whether or not the problem has been solved by performing the selected predetermined solution work, such as repair or maintenance, to the user terminal 30 in step ST9. Then, when the worker solves the problem by performing a solution based on one of the cause solution information 343a, 343b, ..., 343n marked in the list of the input/output unit 34, the worker inputs that the problem can be solved to the input/output unit 34 of the user terminal 30. In this case, the selection unit 311 determines that the problem has been solved based on the marked cause solution information (step ST9: Yes), and the process proceeds to step ST10.

In step ST10, the synchronization unit 312 of the user terminal 30 extracts and associates the trouble information input in step ST2 with the cause solution information that was input as being addressable, and transmits it to the processing server 20 and the proposal server 10. In the proposal server 10, the cause solution information 343a-343n that was useful in solving the trouble among the cause solution information 343a-343n is associated with the trouble information and stored in the past information database 121 as past trouble information 121a. In addition, the priority learning model 127 is updated based on the user's attributes and the cause solution information 343a-343n that was useful in solving the trouble. As a result, when a similar trouble is searched for later, the priority setting of the cause solution information output from the priority learning model 127 is appropriately updated.

Next, when moving to step ST11, the control unit 21 of the processing server 20 creates a work report based on the trouble information acquired from the user terminal 30 and the selected cause solution information. The control units 21 and 31 of the processing server 20 and the user terminal 30 may search for the stored search log and incorporate it into the work report as necessary. The work man-hours are reflected in the work report. Here, the work report can also reflect the marked cause solution information among the above-mentioned cause solution information 343a to 343n and reflect it in the final result. In addition, the work report can also incorporate the work content performed by the worker in the user terminal 30 or the processing server 20 as a log. In addition, the content input by the worker to the user terminal 30 as trouble information and the results output by the search can be stored in the search log database 322, 222, 122, etc. In addition, the worker can add to the work report using the user terminal 30 as necessary.

The work report data created by the processing server 20 or the user terminal 30 is sent to the proposal server 10 and the work report server 40 via the network 2. In the proposal server 10, it is stored as work report information 121c in the past information database 121 of the memory unit 12. Similarly, if the work report data includes details of repairs, these repair details are stored in the past information database 121 as repair report information 121b. Furthermore, based on the repair report information 121b and the work report information 121c, past trouble information 121a is stored in the past information database 121. Furthermore, by sending the results of the calculation of man-hours and the like to the expense processing server 50 based on the work report data stored in the work report server 40, expenses and billing costs can be calculated.

In addition, in step ST9, if an input is made from the input/output unit 34 of the user terminal 30 indicating that the problem could not be dealt with based on the cause solution information selected by the worker, the process proceeds to step ST12. In other words, if the trouble is not resolved using the marked cause solution information, the worker inputs to the input/output unit 34 of the user terminal 30 that the problem cannot be dealt with. The selection unit 311 of the control unit 31 determines that an input has been made indicating that the problem cannot be dealt with using the solution method according to the marked cause solution information (step ST9: No). In this case, the process proceeds to step ST12.

In step ST12, the selection unit 311 of the control unit 31 judges whether the worker has performed the corresponding work based on all of the cause solution information 343a to 343n displayed in a list on the input/output unit 34 shown in FIG. 8. In other words, the selection unit 311 judges whether all of the cause solution information 343a to 343n displayed in the list have been marked. If at least one of the cause solution information 343a to 343n displayed in the list has not been marked (step ST12: No), the process returns to step ST8. The worker selects one unmarked piece of cause solution information from the cause solution information 343a to 343n displayed in the list, and performs repairs or maintenance on the trouble according to the selected cause solution method.

If the selection unit 311 determines in step ST12 that all of the cause solution information 343a to 343n displayed in the list shown in FIG. 8 are marked (step ST12: Yes), the process proceeds to step ST13. In other words, if the selection unit 311 has taken all of the measures in the cause solution information 343a to 343n but the trouble has not been resolved, the process proceeds to step ST13. In this case, the past trouble information 121a stored in the past information database 121 does not contain information that will resolve the current trouble. Therefore, the trouble information entered by the worker is sent to the support facility 60. Note that if the priority processing unit 112 determines in step ST4 that the cause solution information corresponding to the trouble information could not be found (step ST4: No), the process also proceeds to step ST13.

In step ST13, the analysis processing unit 111 in the proposal server 10 transmits the trouble information to the support facility 60. The user of the support facility 60 generates at least one piece of cause solution information based on the acquired trouble information and transmits it to the proposal server 10. The proposal server 10 acquires at least one piece of cause solution information from the support facility 60. That is, the support facility 60 considers a solution plan for new trouble information that is not stored in the past information database 121, generates new cause solution information, transmits it to the proposal server 10, and the proposal server 10 acquires the new cause solution information.

The analysis processing unit 111 of the proposal server 10 that has acquired the cause solution information stores the acquired cause solution information in the cause solution information database 123 and also stores it in the past information database 121 as past trouble information 121a.

The proposal server 10 transmits the acquired cause solution information to the user terminal 30 via the processing server 20, or transmits it to the user terminal 30. The user terminal 30, which has acquired the cause solution information generated by the support facility 60, displays at least one acquired cause solution information in a list on the input/output unit 34 in the same manner as the cause solution information 343a to 343n shown in FIG. 8 (step ST7). Note that, if there are multiple pieces of cause solution information, the priority between the multiple pieces of cause solution information can be set by the support facility 60. Thereafter, steps ST8, ST9, and ST12 to ST14 are repeatedly executed based on the cause solution information generated by the support facility 60 until the trouble is resolved (step ST9: Yes).

When the trouble is resolved and steps ST10 and ST11 are sequentially performed, the control unit 21 of the processing server 20 creates a work report based on the trouble information acquired from the user terminal 30 and the cause solution information generated by the support facility 60. That is, if the cause and solution plan cannot be resolved by the past trouble information 121a stored in the past information database 121 of the proposal server 10 and the cause solution information 343a to 343n stored in the cause solution information database 123, the trouble information acquired by the user terminal 30 and the cause solution information generated in the support facility 60 can be stored in the database of the storage unit 12 as new past trouble information and new cause solution information. In addition, a work report including new past trouble information can be created. The created work report data is transmitted to the proposal server 10 and the work report server 40 and stored in the respective storage units 12 and 42. In other words, if a new trouble occurs and is resolved by the product responsibility department of the support facility 60, the cause solution information is stored in the past information database 121. This completes the processing in the information processing system 1 according to one embodiment.

(Hardware)
Next, a hardware configuration example of the proposal server 10 as an information processing device will be described. The same hardware configuration can be used for other devices such as the processing server 20, the user terminal 30, the work report server 40, and the expense processing server 50. FIG. 9 is a block diagram for explaining a hardware configuration example. As shown in FIG. 9, the proposal server 10 has a communication device 10a, a hard disk drive (HDD) 10b, a memory 10c, and a processor 10d. Instead of the HDD 10b, a solid state drive (SSD) or a cloud used via a network 2 may be adopted. The components shown in FIG. 9 are connected to each other by a bus or the like.

The communication device 10a is composed of a network interface card and the like, and communicates with other servers. The HDD 10b stores the programs and DBs that operate the functions shown in FIG. 2.

The processor 10d reads out a program that executes the same processes as the processing units shown in FIG. 2 from the HDD 10b or the like and expands it into the memory 10c, thereby operating a process that executes the functions described in FIG. 2 or the like. For example, this process executes the same functions as the processing units of the proposal server 10. Specifically, the processor 10d reads out a program that has the same functions as the analysis processing unit 111, the priority processing unit 112, the search unit 113, and the translation unit 114 from the HDD 10b or the like. Then, the processor 10d executes a process that executes the same processes as the analysis processing unit 111, the priority processing unit 112, the search unit 113, and the translation unit 114, etc.

In this way, the proposal server 10 operates as a device that executes various processing methods by reading and executing programs. The proposal server 10 can also realize functions similar to those of the above-mentioned embodiment by reading the above-mentioned programs from a recording medium using a media reading device and executing the read programs. Note that the programs in this other embodiment are not limited to being executed by the proposal server 10. For example, the present invention can be similarly applied to cases where other computers or servers execute programs, or where these execute programs in cooperation with each other.

This program can be distributed via a network such as the Internet. In addition, this program can be recorded on a computer-readable recording medium such as a hard disk, a flexible disk (FD), a CD-ROM, an MO (Magneto-Optical disk), or a DVD (Digital Versatile Disc), and can be executed by being read from the recording medium by a computer.

Conventionally, in order to accelerate troubleshooting, it was important to accurately isolate the cause at the site where the problem occurred. Here, troubleshooting is performed according to the following procedure. That is, the occurrence of a problem is notified by the customer. A worker goes to the site to check the current situation and attempts recovery such as restarting or replacing the equipment. The worker identifies the problem from the situation and contacts the relevant department such as the product responsibility department regarding the product malfunction. The user in the responsible department requests the on-site worker to obtain additional data to identify the cause, and the worker obtains the additional data in response to the request. If the cause can be identified, the user in the responsible department determines the recovery and avoidance methods and corrective measures. The on-site worker checks the situation at the site, applies corrective measures if necessary, and if the cause cannot be identified, requests the replacement of related equipment or an investigation to be carried out by taking the equipment back home. Furthermore, the on-site worker enters the details of the work into a work report and obtains the customer's approval. Furthermore, once the work report is registered, the cost is settled based on the man-hours, etc. In such cases, the workers on-site needed the skills to check for the presence or absence of the relevant problem by examining past problem information and absorbing differences in the way the problem was expressed. Furthermore, the problem was resolved by requesting a resolution from the relevant department.

In contrast, according to the embodiment of the present invention described above, if information about a phenomenon is input in natural language, cause solving information, i.e., information about the cause and solution, can be obtained, and the user, who is the worker who actually works on-site, can easily recognize how to deal with the problem. This allows the user to deal with the problem and perform repairs quickly without relying on the user's skill level. Even if the problem is a new problem that is not included in the past problem information 121a, the problem information can be accumulated intensively as past problem information 121a in the storage unit 12 of the proposal server 10 as soon as possible, so that the underlying problem can be discovered quickly. In addition, the user terminal 30 prioritizes the cause solving information for the problem and the user can recognize it, so the load on the support facility 60 (RC) can be reduced. Even when a customer becomes a user, by making the proposal server 10 accessible using the information processing system 1, it becomes possible for the customer to deal with the problem without arranging for a worker, reducing the human load and reducing costs.

Furthermore, conventionally, work reports and troubleshooting work were independent of each other, and if the user was unsure of how to solve a problem, they had to inquire at the support facility 60 each time. This resulted in a concentration of inquiries at the support facility 60, increasing the workload. However, according to the information processing system of the embodiment described above, the support facility 60 can only deal with new problems, so users at the support facility 60 can concentrate on dealing with new problems, reducing the workload.

(Recording medium)
In one embodiment, a program capable of executing the processing method by the proposal server 10, the processing server 20, and the user terminal 30 can be recorded on a recording medium readable by a computer or other machine or device (hereinafter referred to as a computer, etc.). By having a computer, etc. read and execute the program from the recording medium, the computer, etc. functions as a control unit of the proposal server 10, the processing server 20, and the user terminal 30. Here, a recording medium readable by a computer, etc. refers to a non-transient recording medium that accumulates information such as data and programs by electrical, magnetic, optical, mechanical, or chemical action and can be read from a computer, etc. Among such recording media, those that can be removed from a computer, etc. include, for example, a flexible disk, a magneto-optical disk, a CD-ROM, a CD-R/W, a DVD, a BD, a DAT, a magnetic tape, and a memory card such as a flash memory. In addition, a hard disk, a ROM, etc. are examples of recording media fixed to a computer, etc. Furthermore, an SSD can be used as a recording medium that can be removed from a computer, etc., or as a recording medium fixed to a computer, etc.

Other Embodiments
In addition, in the proposal server 10, the processing server 20, the user terminal 30, the work report server 40, and the expense processing server 50 according to an embodiment, the "section" can be read as a "circuit" or the like. For example, the communication section can be read as a communication circuit.

In addition, the programs executed by the proposal server 10, processing server 20, and user terminal 30 according to one embodiment may be configured to be stored on a computer connected to a network such as the Internet and provided by downloading via the network.

Note that in the explanation of the flowcharts in this specification, the order of processing between steps is clearly indicated using expressions such as "first," "then," and "continue." However, the order of processing required to implement this embodiment is not uniquely determined by these expressions. In other words, the order of processing in the flowcharts described in this specification can be changed as long as there are no contradictions.

Further advantages and modifications may be readily derived by those skilled in the art. The invention in its broader aspects is not limited to the specific details and representative embodiments shown and described above. Thus, various modifications may be made without departing from the spirit or scope of the general inventive concept as defined by the appended claims and equivalents thereof.

1 Information processing system 2 Network 10 Proposal server 10a Communication device 10b HDD
10c Memory 10d Processor 11, 21, 31, 41, 51 Control unit 12, 22, 32, 42, 52 Storage unit 13, 23, 33, 43, 53 Communication unit 14, 24, 34, 54 Input/output unit 20 Processing server 30 User terminal 35 External connection unit 40 Work report server 50 Expense processing server 60 Support facility 111 Analysis processing unit 112 Priority processing unit 113, 213, 313 Search unit 113a Search engine 113b Access control unit 114 Translation unit 114a Spell checker 114b Translation engine 121 Past information database 121a Past trouble information 121b Repair report information 121c Work report information 122 Search log database 123 Cause solution information database 124 Customer information database 125 Dictionary database 126 User information database 127 Priority learning model 211, 311 Selection section 212, 312 Synchronization section 214, 314, 412, 513 Security section 221, 321 Cause solution information database 222, 322 Search log database 223, 323, 422, 522 User information database 341 Trouble basic information input area 342 Trouble detailed information input area 343a, 343b, ..., 343n Cause solution information 411 Collection storage section 421 Work report database 511 Expense settlement section 512 Work man-hour counting section 521 Man-hour counting database

Claims (8)

A storage unit that stores past trouble information related to past troubles and cause solution information including information on causes and solutions of the troubles associated with the past trouble information ;
Acquire, from a user terminal, trouble information including information regarding the trouble input by a user using the user terminal;
Based on the trouble information, searching the storage unit for past trouble information related to the acquired trouble information;
When past trouble information related to the acquired trouble information is stored in the storage unit, at least one piece of cause solution information including information on a cause of the trouble and a solution method associated with the past trouble information is read from the storage unit ;
a control unit that sets a priority for each of at least one of the cause solution information and outputs the priority to an outside ;
Equipped with
the storage unit stores a priority learning model learned from teacher data in which the past trouble information and user information of a user who inputs the past trouble information are used as learning input parameters, and the cause solution information associated with the past trouble information is used as a learning output parameter;
The control unit inputs the trouble information and user information of a user who inputs the trouble information as input parameters to the priority learning model , outputs cause solution information and a priority that is a conformance probability of the cause solution information as output parameters , and determines the priority to be set for each of at least one of the cause solution information.
Information processing device. The control unit is
The information processing apparatus according to claim 1 , wherein, when past trouble information related to the acquired trouble information is not stored in the storage unit , the acquired trouble information is output to an outside. The control unit is
The information processing apparatus according to claim 1 , further comprising: translating a first natural language used in the acquired trouble information into a second natural language different from the first natural language. The storage unit stores user information regarding a user who uses an accessing user terminal;
The information processing device according to claim 1 , wherein the control unit reads out user information from the storage unit, and determines whether or not to permit access to the information stored in the storage unit based on the read out user information. A first device having a first storage unit that stores information and a first control unit that reads information from the first storage unit;
a second device having a second storage unit that stores information and a second control unit that reads out information from the second storage unit;
the first storage unit stores past trouble information related to a past trouble and cause solution information including information on a cause and a solution method of the trouble associated with the past trouble information;
The first control unit is
Acquiring trouble information including information relating to the trouble from the second device, and searching the first storage unit for past trouble information related to the acquired trouble information;
When past trouble information related to the acquired trouble information is stored in the first storage unit , at least one piece of cause solution information including information on a cause and a solution method of the trouble associated with the past trouble information is read from the first storage unit ;
setting a priority for each of at least one of the cause solution information and outputting the information to an outside of the first device ;
The second storage unit is
storing the trouble information input in natural language;
The second control unit reads out the trouble information from the second storage unit and outputs it to the first device ,
acquiring the cause solution information for which a priority has been set and storing it in the second storage unit, reading out the cause solution information from the second storage unit and outputting it to an outside of the second device ;
The first storage unit is
storing a priority learning model learned from teacher data in which the past trouble information and user information of the user who inputted the past trouble information are used as learning input parameters, and the cause solution information associated with the past trouble information is used as learning output parameters;
The first control unit is
inputting the trouble information and user information of a user who has input the trouble information into the priority learning model as input parameters , and outputting cause solution information and a priority which is a conformity probability of the cause solution information as output parameters;
determining the priority to be set for each of at least one of the cause solving information;
Information processing system. The information processing system according to claim 5, further comprising a third device having a third control unit that acquires information on response work performed in response to the trouble and search log information regarding searches performed in response to the trouble, and associates the information on the response work with the search log information and stores them in a third memory unit . A computer including a storage unit that stores past trouble information related to a past trouble and cause solution information including information on a cause and a solution method of the trouble associated with the past trouble information ,
Acquire, from a user terminal, trouble information including information regarding the trouble input by a user using the user terminal;
Based on the trouble information, searching the storage unit for past trouble information related to the acquired trouble information;
When past trouble information related to the acquired trouble information is stored in the storage unit, at least one piece of cause solution information including information on a cause of the trouble and a solution method associated with the past trouble information is read from the storage unit ;
setting a priority for each of at least one of the cause solution information and outputting the information to an outside ;
Execute the process,
the storage unit stores a priority learning model learned from teacher data in which the past trouble information and user information of a user who inputs the past trouble information are used as learning input parameters, and the cause solution information associated with the past trouble information is used as a learning output parameter;
The computer,
The trouble information and user information of a user who inputted the trouble information are inputted as input parameters into the priority learning model, the cause solution information and a priority which is a conformity probability of the cause solution information are outputted as output parameters , and the priority to be set for each of at least one of the cause solution information is determined.
An information processing method for performing processing. A computer including a storage unit that stores past trouble information related to a past trouble and cause solution information including information on a cause and a solution method of the trouble associated with the past trouble information ,
Acquire trouble information from the user terminal , the trouble information including information related to the trouble input by a user using the user terminal ;
Based on the trouble information, searching the storage unit for past trouble information related to the acquired trouble information;
When past trouble information related to the acquired trouble information is stored in the storage unit , at least one piece of cause solution information including information on a cause of the trouble and a solution method associated with the past trouble information is read from the storage unit;
setting a priority for each of at least one of the cause solution information and outputting the information to an outside ;
Execute the process,
the storage unit stores a priority learning model learned from teacher data in which the past trouble information and user information of a user who inputs the past trouble information are used as learning input parameters, and the cause solution information associated with the past trouble information is used as a learning output parameter;
The computer includes:
The trouble information and user information of a user who inputted the trouble information are inputted as input parameters into the priority learning model, the cause solution information and a priority which is a conformity probability of the cause solution information are outputted as output parameters , and the priority to be set for each of at least one of the cause solution information is determined.
An information processing program that executes processing.

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