JP2020052310A - Information management system - Google Patents

Abstract

To provide an information management system which allows for improvising accuracy of information acquisition by voice and facilitating inputting work.SOLUTION: An information management system is provided, comprising: a portable terminal 20 (voice output unit) capable of outputting questions about a building by voice; a portable terminal 20 (voice input unit) capable of receiving answers to the questions by voice; and control device 10 configured to output questions through the portable terminal 20, acquire answers through the portable terminal 20, and accumulate information on the answers.SELECTED DRAWING: Figure 3

Description

  The present invention relates to an information management system technology for acquiring and storing predetermined information.

  2. Description of the Related Art Conventionally, a technology related to a system that uses various types of information regarding a house in a database has been known. For example, as described in Patent Document 1.

  As a method of storing data in such a database, a voice input may be used in addition to manual input by an operator. By using voice input, the burden of input work can be reduced.

  However, when the input person performs the input operation by uttering the voice unilaterally, there is a risk that information may be omitted (forgotten to input necessary information) or the input operation may be difficult (the utterance of the utterance by one person may be difficult). And there is mental resistance).

JP 2006-285355 A

  The present invention has been made in view of the above situation, and a problem to be solved is to provide an information management system capable of improving the accuracy of information acquisition by voice and facilitating input work. It is to be.

  The problem to be solved by the present invention is as described above. Next, means for solving the problem will be described.

  That is, a voice output unit that can output a question about a building by voice, a voice input unit that can input an answer to the question by voice, output of a question by the voice output unit, and acquisition of an answer by the voice input unit And a control unit for accumulating information on the answer.

Further, the control unit may repeat the output of the question by the voice output unit and the acquisition of the answer by the voice input unit until the information on the answer obtained by the voice input unit satisfies a predetermined condition.
With such a configuration, it is possible to improve the accuracy of acquiring information by voice.

Further, the control unit can estimate desired information from an answer obtained by the voice input unit according to an algorithm constructed by learning learning data, and the predetermined condition is: The evaluation value related to the estimation may be equal to or larger than a predetermined threshold.
With such a configuration, it is possible to improve the accuracy of acquiring information by voice.

The apparatus may further include an answer information output unit that outputs information on the answer acquired by the voice input unit.
With such a configuration, information on the answer can be easily grasped and used.

  As an effect of the present invention, there is an effect that the accuracy of acquiring information by voice can be improved and the input operation can be facilitated.

The figure which showed an example of the item used as an estimation object, and the classification number. The figure which showed an example of the machine learning method. The figure which showed the information management system which concerns on the 1st application example, and its use example. The figure which showed an example of the portable terminal and the screen displayed on it. The figure which showed an example of the classification and score of each item obtained by estimation. The figure which showed the example in which the estimation result was displayed on the portable terminal. The figure which showed the information management system which concerns on a 2nd application example, and its use example.

  In the following, a function of estimating various kinds of information relating to a problem occurring in a building (hereinafter, referred to as “cause estimation AI”) from audio data on the state of a building (a house or the like) and an application example thereof will be described.

  First, an outline of the cause estimation AI will be described.

  As described above, the cause estimation AI is for estimating various kinds of information relating to a problem occurring in the building from the audio data regarding the state of the building. The cause estimation AI is actually constituted by a control device 10 (see FIG. 3) including a storage unit such as a RAM, a ROM, and an HDD, and an arithmetic processing unit such as a CPU. The control device 10 can construct an algorithm for the above estimation by performing machine learning on data (learning data) prepared in advance. Various algorithms (for example, a random forest, a support vector machine, etc.) can be used as the algorithm.

  Next, various types of information estimated by the control device 10 will be specifically described.

  As illustrated in FIG. 1, the control device 10 according to the present embodiment estimates information expressed in a plurality of (five in the present embodiment) items from input audio data using the above algorithm. can do. Specifically, the control device 10 estimates five items of “(1) item”, “(2) name”, “(3) type”, “(4) site”, and “(5) phenomenon”. It is targeted. For each item, a plurality of classifications (options) are set in advance, and the control device 10 estimates and selects the item that seems to be the most likely from the options. Hereinafter, the contents of each item will be described.

  The “(1) item” roughly classifies a place where a failure of a building may occur. The categories (options) of “(1) items” are “foundation”, “outer wall”, “roof”, “gutter”, “floor”, “inner wall”, “ceiling”, “house equipment”, “water supply and drainage”. , “Electricity”, “gas”, “base”, and the like.

  “(2) Name” is obtained by classifying each item set in the above “(1) Item” based on the name of a device or the like in which a problem further occurs. For example, among the (1) items, the classification (options) of (2) name corresponding to “house equipment” includes “unit bath”, “air conditioner”, “heating equipment”, and “solar power generation system”. , "System kitchen", "water heater", "home elevator", and the like.

  “(3) Type” is obtained by further classifying the items set in the above “(2) Name” based on the material, the format, and the like. The classifications (options) of “(3) types” include “FRP: Fiber Reinforced Plastics” (fiber reinforced plastics), “stainless steel”, “enamel”, “built-in”, “indoor”, “outdoor”, “ “Floor heating electric type”, “floor heating hot water type”, “gas”, “oil”, “electricity” and the like are set.

  “(4) Site” is obtained by classifying each item set in the above “(3) Type” based on a more detailed site. Classifications (options) of “(4) site” include “bath tub”, “floor”, “shower”, “wall”, “ceiling”, “lighting”, “remote control”, “plumbing”, “duct”, "Outdoor unit", "safety valve", "cover", "door", "storage shelf", "sink" and the like are set.

  “(5) Phenomenon” is a classification of each item set in the above “(4) Site” based on a phenomenon (symptom) of a further occurring defect. The categories (options) of “(5) phenomenon” include “disengagement”, “stain, dirt”, “dent”, “loose”, “do not move”, “crack”, “water leak”, and “malfunction”. , "Corrosion (rust)", "discoloration", "sound noise", "lighting / ignition", etc. are set.

  The items (1) to (5) are set to have a tree structure. More specifically, the items (1) to (5) are ranked, with (1) being the highest and (2), (3), (4), and (5) in order. The order is set to be lower. This order is set because (1) is the broadest concept and (2), (3)... Become more specific (detailed) as the item progresses. Then, when one is selected from the classification (options) of the upper item, the options of the lower item are limited according to the selection.

  For example, as shown in FIG. 1 as an example, “(1) item” has 26 classifications. Many categories are also set for the items (2) to (5). However, if “house equipment” is selected in the “(1) item”, the items (2) to (5) The choices of the items are each limited to the choices relating to “house facilities”. In FIG. 1, the number of classifications of items (2) to (5) is limited to "18", "56", "55", and "55", respectively.

  The limitation is for excluding, from the items (2) to (5), options that are clearly unrelated to the classification (for example, house equipment) selected in the “(1) item”. As described above, by eliminating unnecessary options from lower items according to higher items, estimation accuracy can be improved.

  FIG. 1 shows an example in which one (house equipment) is selected from the category of “(1) item”, but when an item lower than (1) is selected, the lower order is selected according to the selection. Are limited. For example, when “unit bus” is selected in “(2) name”, the number of classifications of “(3) types” is further limited to “16”. Similarly, when one of “(3) types” is selected, the number of classifications of “(4) site” is limited, and when one of “(4) sites” is selected, “( 5) The number of classifications of "phenomena" is limited.

  Next, an example of a machine learning method performed by the control device 10 will be described with reference to FIG.

  First, data prepared in advance is input to the control device 10 (step S101). In the present embodiment, information stored in a database in a building after-sales service is used as the data. The database accumulates information obtained from the contents of proposals from users (residents of houses, etc.) and the contents of reports from workers who have performed repairs. The information includes, for example, the content of an offer for a defect relating to a building, the content of an instruction therefor, the cause of the defect, how to correct the defect, the item name for appropriately classifying the defect, and the like.

  Next, the control device 10 performs preprocessing (preparation) on the information input in step S101, such as deleting special characters and symbols, and unifying half-width and full-width characters (step S102).

  Next, the control device 10 separates a sentence (step S103). Specifically, the control device 10 decomposes a sentence into word levels and narrows down parts of speech (nouns, verbs, adjectives, etc.).

  Next, the control device 10 performs vectorization of each word (step S104). At this time, the control device 10 creates various dictionaries (specific dictionaries, word dictionaries, etc.) in parallel with the vectorization. For example, the unique dictionary can be created based on the data input in step S101. Further, the word dictionary can be created based on general dictionary data (for example, dictionary data available via the Internet).

  Next, the control device 10 reduces the number of dimensions while leaving the feature amount of the vector obtained in step S104 (step S105).

  Next, the control device 10 divides the data into learning data and test data and verifies the accuracy (step S106). Specifically, a part of the data (for example, 60%) is used for learning to appropriately perform modeling, and a test for verifying the accuracy with the remaining (40%) data is performed using the model.

  Next, the control device 10 determines to use the model whose accuracy is high in step S106 (step S107).

  In this way, the control device 10 can obtain a model capable of estimating various types of information related to the failure of the building.

  In the present embodiment, data to be machine-learned by the control device 10 is selected in advance so that the accuracy of estimation by the control device 10 is improved. Hereinafter, the selection will be described.

  In the present embodiment, as data input in step S101, data selected according to predetermined conditions from data stored in the database by the after-sales service is used. Specifically, among the items (1) to (5) to be estimated (see FIG. 1), the classification (option) of an arbitrary item is limited, and only data corresponding to the classification is selected. ing.

  For example, in the present embodiment, among the above items (1) to (5), attention is paid to the highest item “(1) item”, and a desired one (in the present embodiment, "Housing equipment" is selected. Then, the data is limited to only information considered to be related to the “house equipment” from the data stored in the database, and is input to the control device 10 in step S101 for learning.

  In this way, when the items to be estimated by the control device 10 are narrowed down to some extent in advance, instead of learning all information on the building, information limited to the items to be estimated is selected. By learning, the estimation accuracy can be improved.

  For example, when it is known that the estimation relating to “house equipment” is performed in advance, information limited to the “house equipment” is learned as in the above-described example. It has been found by the applicant's experiment that the estimation accuracy is improved by about several% as compared with the case where all the information on the building is learned.

  Hereinafter, two examples in which the above-described cause estimation AI is applied will be described.

  First, an example (first application example) in which the above-described cause estimation AI is applied to an after-sales service of a building will be described with reference to FIGS. 3 to 6.

  In the first application example, in the after-sales service (repair work or the like) of a building (for example, a house or the like), a symptom or the like of a building failure is estimated from a voice of an operator, and information on the symptom or the like is accumulated and estimated. The purpose is to automatically create a report of the after-sales service based on the information obtained. In the first application example, the cause estimation AI can be used by constructing the information management system 1.

  First, the configuration of the information management system 1 will be described with reference to FIGS. The information management system 1 mainly includes a control device 10 and a portable terminal 20.

  The control device 10 shown in FIG. 3 is capable of estimating various kinds of information relating to a problem occurring in the building from the audio data regarding the state of the building as described above. The control device 10 performs machine learning in advance, and the estimation can be performed. In particular, in the present embodiment, it is known in advance that repair work on house equipment is performed, and learning using learning data in which “(1) items” are limited to “house equipment” is performed as described above. . This improves the estimation accuracy. The control device 10 according to the first application example also stores information necessary for the operation of the information management system 1, a control program, and the like, and can execute the control program.

  The portable terminal 20 shown in FIGS. 3 and 4 is portable by a worker in charge of a building after-sales service. The portable terminal 20 includes a touch panel 21 that also serves as an input device and a display device, a microphone that can input sound, a speaker that can output sound, a storage unit such as a RAM and a ROM, and an arithmetic processing unit such as a CPU. As the portable terminal 20, for example, a smartphone, a tablet, a notebook computer, or the like can be used. In the first application example, a description will be given assuming that a smartphone is used as the portable terminal 20. The portable terminal 20 can communicate with the control device 10 via the Internet.

  Next, an example of a method of using the information management system 1 will be described.

  In the following example, it is assumed that a worker in charge of after-sales service visits a building (more specifically, a house) in which a malfunction has occurred and performs repair work. Hereinafter, a specific description will be given.

  First, the worker activates the dedicated application installed on the portable terminal 20. Thereby, the screen of the dedicated application is displayed on the touch panel 21 (see FIG. 4). The operator touches a start button S provided on the screen to start voice input ((1) in FIG. 3).

  When the start button S is touched, the portable terminal 20 notifies the control device 10 that the voice input is to be started ((2) in FIG. 3).

  When receiving the notification that the voice input is to be started, the control device 10 selects a question for the worker and transmits the content of the question to the portable terminal 20 ((3) in FIG. 3).

  Here, a large number of questions about the building are stored in the control device 10 in advance. The question is set in advance so that an answer such as a repair location and a phenomenon (symptom) thereof can be obtained. For example, questions such as "Where is the abnormality?" And "What is the abnormality?" The control device 10 extracts one of the stored questions and transmits it to the portable terminal 20.

  In this example, based on the information received when receiving an application for repair and the contents of prior inquiries from residents, etc., it is assumed that repairs related to “housing equipment” in the house are to be performed in advance. I do. Accordingly, the control device 10 extracts one of the stored questions from the question regarding “house equipment” and transmits the extracted question to the portable terminal 20.

  Upon receiving the transmission of the question from the control device 10, the portable terminal 20 outputs the question to the worker ((4) in FIG. 3). Specifically, the portable terminal 20 reads out the question by voice using a speaker.

  The worker answers the question from the portable terminal 20 by voice, and the portable terminal 20 acquires the voice (answer) using a microphone ((5) in FIG. 3). The worker, for example, answers "Where is there an abnormality?" To "A unit bus." Or asks "What kind of abnormality is there?" You can see something like a black stain inside. " In addition, the worker can reply to the question (confirmation) "Is it a unit bus?" With options (two choices) such as "Yes" or "No". In this manner, the worker does not unilaterally explain the work situation but takes a form in which the worker answers the question, so that the portable terminal 20 can output a voice in a natural language (natural language) such as a conversation. Can be entered.

  The portable terminal 20 transmits the obtained answer (voice) from the worker to the control device 10 ((6) in FIG. 3).

  The control device 10 performs estimation using the cause estimation AI based on the answer (voice) transmitted from the portable terminal 20 ((7) in FIG. 3).

  Specifically, first, the control device 10 performs natural language processing on the answer (voice) of the worker, and extracts a characteristic word (characteristic word). The control device 10 estimates the items (1) to (5) (see FIG. 1) for the extracted feature words by using the above-described algorithm.

  FIG. 5 shows an example of each item obtained by the estimation. In this example, a score (evaluation value of estimation obtained from accuracy or recall) is shown together with the classification of the estimated item. The control device 10 determines from the estimation result whether there is a shortage (whether or not there is an item for which sufficient estimation has not been obtained) ((8) in FIG. 3).

  For example, when there is an item for which an estimation result has not been obtained or an item whose score is less than a predetermined threshold value, the control device 10 can determine that the estimation result is insufficient.

  When there is a shortage in the estimation result, the control device 10 selects a question for the worker again and transmits the content of the question to the portable terminal 20 ((3) in FIG. 3).

  As described above, the control device 10 repeats the question until the estimation result has no shortage (until the score becomes equal to or more than the predetermined threshold), and acquires information (voice) from the worker. In this way, the control device 10 can obtain a highly accurate estimation result. In order to prevent the question from being repeated excessively, the control device 10 ends the output of the question when the question is repeated a predetermined number of times without the score being equal to or higher than the predetermined threshold.

  When selecting a question for the worker, the control device 10 can preferentially select a question that gives an answer for an item with a low score. More specifically, among a plurality of questions stored in the control device 10, it is determined in advance which of the items (1) to (5) (see FIG. 1) the question is closely related, and classified in advance. . Then, the control device 10 preferentially selects a question relating to an item with a low score from among the estimation results (see FIG. 5) and acquires an answer from the worker. As a result, the estimation accuracy of items with low scores can be effectively improved.

  Further, when there is an item for which an estimation result cannot be obtained, the control device 10 can also determine the classification of the item by estimating the classification of the item from the estimation results of other items.

  When there is no shortage of the estimation result (or when the question is repeated a predetermined number of times), the control device 10 transmits the estimation result to the portable terminal 20 ((9) in FIG. 3).

  The portable terminal 20 displays the estimation result transmitted from the control device 10 on the touch panel 21 ((10) in FIG. 3).

  FIG. 6 shows an example of the estimation result displayed on the touch panel 21 of the portable terminal 20. The mobile terminal 20 displays the estimation result of each item. The estimation result of each item is displayed in order from left to right in descending order of the score. The estimation result with the highest score (estimation result displayed on the leftmost) is displayed so as to be conspicuously emphasized (in the example of FIG. 6, in a state surrounded by a thick frame).

  The worker confirms the estimation result displayed on the portable terminal 20, and if correction is necessary, inputs the content of the correction ((11) in FIG. 3). Specifically, when there is an error in the estimation result shown in FIG. 6, the estimation result is corrected. For example, in the example shown in FIG. 6, the score of “stain” estimated as “(5) phenomenon” is the highest, but when the actual symptom is “crack”, the operator can Touch "Crack". As a result, the classification of “(5) phenomenon” can be corrected to “crack”.

  When the estimation result is corrected by the worker, the portable terminal 20 transmits information related to the correction to the control device 10 ((12) in FIG. 3).

  The control device 10 stores the data including the information on the correction transmitted from the portable terminal 20 as data ((13) in FIG. 3). As described above, the control device 10 can accumulate the information on the after-sales service obtained by the estimation and the correction of the worker, and can effectively use the information for business activities. The information is not the input (voice) itself by the worker, but is high-quality information in which necessary information is estimated by the control device 10, and thus has high utility value. Further, the stored information can be used as learning data for estimation. As a result, the estimation accuracy can be improved.

  After the estimation result is corrected by the worker, the portable terminal 20 automatically creates a report (a document including the items (1) to (5)) summarizing the contents after the correction (FIG. 3 (14)). The report can be output (displayed) on the touch panel 21 of the portable terminal 20 or output (printed) using a printer or the like. In the report, a signature (electronic signature) from the owner of the building (house) can be additionally written on the touch panel 21 as proof of work completion.

  Next, an example (second application example) in which the cause estimation AI described above is applied to respond to an inquiry from a user will be described with reference to FIG.

  The second application example aims at promptly and appropriately responding to an inquiry about a defect or the like from a user of a building (for example, a house). In the second application example, the cause estimation AI can be used by constructing the information management system 2.

  First, the configuration of the information management system 2 will be described with reference to FIG. The information management system 2 mainly includes a control device 10 and a portable terminal 20.

  The control device 10 is capable of estimating various types of information relating to a problem occurring in the building from the audio data regarding the state of the building as described above. The control device 10 performs machine learning in advance, and the estimation can be performed. In particular, in the present embodiment, it is known in advance that an inquiry about housing equipment is accepted, and learning using learning data in which “(1) items” are limited to “housing equipment” is performed as described above. This improves the estimation accuracy. The control device 10 according to the second application example also stores information necessary for the operation of the information management system 2, a control program, and the like, and can execute the control program.

  The portable terminal 20 is portable by a building user (for example, a purchaser of a house). Since the configuration of the portable terminal 20 is substantially the same as that of the first application example (see FIG. 3 and the like), the description is omitted. As the portable terminal 20, for example, a smartphone, a tablet, a notebook computer, or the like can be used. In the second application example, a description will be given assuming that a tablet provided in a building is used as the portable terminal 20. The portable terminal 20 can communicate with the control device 10 via the Internet.

  Next, an example of a method of using the information management system 2 will be described.

  In the following example, it is assumed that when a malfunction occurs in a building (more specifically, a house), the user inquires of a service provider (manufacturer or the like) that performs after-sales service using the portable terminal 20. Hereinafter, a specific description will be given.

  First, the user activates a dedicated application installed on the portable terminal 20. Thereby, the screen of the dedicated application is displayed on the portable terminal 20. The operator touches a predetermined start button (button for starting an inquiry) provided on the screen ((1) in FIG. 7). As a result, the portable terminal 20 starts accepting a voice input from the user.

  After touching the start button, the user makes an inquiry about a defect related to the house ((2) in FIG. 7). At this time, the user inputs the content of the malfunction (the location where the malfunction occurred, its phenomenon (symptom), etc.) to the portable terminal 20 by voice. For example, the user can input a natural language (a natural language), such as "The hot water in the bath is no longer available, what should I do?"

  The portable terminal 20 transmits the content (voice) of the acquired inquiry from the user to the control device 10 ((3) in FIG. 7).

  The control device 10 performs estimation using the cause estimation AI based on the content (voice) of the inquiry transmitted from the portable terminal 20 ((4) in FIG. 7).

  Specifically, first, the control device 10 performs natural language processing on the answer (voice) of the worker, and extracts a characteristic word (characteristic word). The control device 10 estimates the items (1) to (5) (see FIG. 1) for the extracted feature words by using the above-described algorithm.

  At this time, if there is a shortage in the estimation result (the score is low), it is also possible to raise the accuracy of the estimation by asking the user a question and obtaining the answer as in the first application example.

  Next, the control device 10 determines a corresponding method associated with the estimated items (1) to (5) (see FIG. 1) ((5) in FIG. 7).

  Specifically, the control device 10 stores a method for dealing with a symptom of a malfunction related to a house represented by the items (1) to (5) (see FIG. 1) in advance. For example, when “loosening of screws” is estimated in “(5) phenomenon”, a corresponding method (repair method) such as “retighten screws” is stored.

  In particular, in the present embodiment, a specific defect is provided so that the user can deal with minor inconveniences which can be dealt with more promptly by the user himself rather than visiting and repairing the after-sales service person. Are stored.

  It is also desirable that after-sales service personnel visit and repair defects that are difficult for the user to repair. In such a case, information (text) notifying that the after-sales service person visits is stored as the above-mentioned response method.

  The control device 10 transmits the determined corresponding method to the portable terminal 20 ((6) in FIG. 7).

  The control device 10 responds to the user by, for example, displaying the corresponding method transmitted from the control device 10 on the touch panel 21 ((7) in FIG. 7).

  The user sees the answer and can perform repairs himself or wait for a person in charge to visit. As described above, by automatically providing an appropriate answer to the user's inquiry, a quick and efficient response can be achieved. In addition, the user can handle (repair, etc.) the minor trouble without waiting for the visitor of the after-sales service person to visit, thereby improving the convenience.

  In the above example, the user makes an inquiry using the dedicated application of the portable terminal 20. However, the user can make an inquiry by a telephone call (a conversation using a telephone), for example. Hereinafter, the flow of an inquiry by such a call will be briefly described.

  The user uses the portable terminal 20 or another telephone to call a dedicated dial (support center) of a management company that undertakes building management. The support center first sorts the destination according to the user's requirements by using automatic response guidance or the like. Here, when it is determined that there is an inquiry from the user regarding the building, a response using the control device 10 is started.

  Specifically, the control device 10 performs natural language processing on the voice from the user, and performs estimation using the cause estimation AI. Then, the control device 10 determines a corresponding method associated with the estimated items (1) to (5) (see FIG. 1) and transmits the corresponding method to the user by voice. At this time, if there is a shortage in the estimation result (the score is low), it is possible to raise the accuracy of the estimation by asking the user by voice and obtaining the answer as in the first application example.

  In this way, it is also possible to reply to the user the response method by exchanging the voice by calling.

As described above, the information management system 1 according to the present embodiment
A portable terminal 20 (voice output unit) capable of outputting a question about the building by voice,
A portable terminal 20 (voice input unit) capable of inputting an answer to the question by voice,
A control device 10 (control unit) that outputs a question by the portable terminal 20 and obtains an answer by the portable terminal 20 and accumulates information on the answer;
It is provided with.
With this configuration, it is possible to improve the accuracy of acquiring information by voice and to facilitate the input operation. In other words, the voice can be input by answering the question, so that the content of the information to be input (the content of the statement) does not need to be lost, and the necessary information (the content of the question) is appropriately input. can do.

Further, the control device 10 includes:
The output of the question by the portable terminal 20 and the acquisition of the answer by the portable terminal 20 are repeated until the information on the answer acquired by the portable terminal 20 satisfies a predetermined condition.
With this configuration, it is possible to improve the accuracy of acquiring information by voice. That is, by appropriately setting the predetermined conditions, it is possible to easily obtain necessary information by repeating the question.

Further, the control device 10 includes:
According to the algorithm constructed by learning the learning data, it is possible to estimate desired information from the answer obtained by the portable terminal 20,
The predetermined condition is
An evaluation value related to the estimation is equal to or more than a predetermined threshold.
With this configuration, it is possible to improve the accuracy of acquiring information by voice. That is, it is possible to acquire information that enables estimation with a relatively high degree of accuracy (high score).

The information management system 1
It further includes an answer information output unit (such as a portable terminal 20 or a printer) that outputs information related to the answer obtained by the portable terminal 20.
With this configuration, the information on the answer can be easily grasped and used. For example, as in the present embodiment, information about a response can be output and used in the form of a report.

Further, as described above, the estimation system (the information management system 1 and the information management system 2) according to the present embodiment includes:
A portable terminal 20 (input unit) capable of inputting a natural language,
A control device 10 (control unit) capable of estimating desired information from a natural language input by the input unit according to an algorithm constructed by learning the learning data;
An estimation system comprising:
The information to be estimated (items (1) to (5) in FIG. 1) is
It is divided into a plurality of items, and when one item is determined, it is formed in a tree structure in which options of other items are limited,
As the learning data,
Data selected based on options of at least one of the plurality of items is used.
With this configuration, the accuracy of estimation can be improved. That is, by using, as the learning data, data selected based on the item corresponding to the purpose, the accuracy in estimating the purpose can be improved.

Further, the tree structure is
The plurality of items are arranged in an order from the top to the bottom,
As the learning data,
Among the plurality of items, data selected based on the option of the highest item (“(1) item” in the present embodiment) is used.
With this configuration, it is possible to improve the accuracy of the estimation without extremely narrowing the range of the estimation. That is, when extreme selection is performed, the estimation range may be excessively narrowed, and the accuracy of the estimation may be reduced. On the other hand, by performing the selection based on the top item, it is possible to prevent a decrease in estimation accuracy.

In addition, the estimation method according to the present embodiment includes:
An estimation method capable of estimating desired information from natural language according to an algorithm constructed by learning learning data,
The information to be estimated is
It is divided into a plurality of items, and when one item is determined, it is formed in a tree structure in which options of other items are limited,
As the learning data,
Data selected based on options of at least one of the plurality of items is used.
With this configuration, the accuracy of estimation can be improved. That is, by using, as the learning data, data selected based on the item corresponding to the purpose, the accuracy in estimating the purpose can be improved.

Further, as described above, the information management system 2
A portable terminal 20 (input unit) capable of inputting information regarding an inquiry about a building;
A portable terminal 20 (output unit) capable of outputting information on an answer to the inquiry;
A control device 10 (control unit) that selects an answer to the inquiry acquired by the portable terminal 20 based on the information stored in advance and outputs the answer to the portable terminal 20;
It is provided with.
With this configuration, an inquiry can be answered efficiently. That is, since there is no need for a person such as a person in charge of the after-sales service to directly respond, it is possible to reply efficiently in time and money.

Also, in the answer,
The method includes a method for dealing with the problem of the building.
With such a configuration, it is possible to quickly respond to a defect. That is, since a specific method of responding to the defect is answered, the person making the inquiry can perform repairs and the like. As a result, it is possible to deal with the problem without waiting for the repair staff of the manufacturer.

Also, in the answer,
The service information includes information indicating that the after-sales service representative will visit the building for the trouble.
With this configuration, it is possible to give a sense of security to the person who made the inquiry. That is, since the repair of the defect is promised, the user can be less worried about the defect.

Also, in the answer,
A method of responding to the failure of the building, and notification information that an after-sales service representative visits the failure of the building,
The control device 10 includes:
According to the contents of the inquiry, the response method or the notification information is output by the output unit.
With this configuration, it is possible to make an appropriate answer according to the content of the inquiry.

Further, the control device 10 includes:
According to the algorithm constructed by learning the learning data, it is possible to estimate the answer to the inquiry acquired by the portable terminal 20.
With this configuration, it is possible to make an appropriate answer according to the content of the inquiry. That is, even if it is not possible to directly grasp the content of a defect or the like from the content of an inquiry from the user (for example, a statement from the user), an appropriate answer can be made by estimation.

  Although the embodiments have been described above, the present invention is not limited to the above configuration, and various modifications can be made within the scope of the invention described in the claims.

  For example, in the present embodiment, an example has been described in which information relating to a defect occurring in a building (e.g., a house) is estimated from audio data relating to the building. However, the present invention is not limited to this. Various information can be estimated based on the information.

  Further, the specific configuration (the control device 10, the portable terminal 20, and the like) illustrated in the present embodiment is an example, and various other devices can be used. For example, a headset or the like can be used as a device for inputting and outputting audio. Also, an example has been described in which the control device 10 and the portable terminal 20 transmit information to each other and perform processing such as estimation. However, by providing the portable terminal 20 with necessary functions such as cause estimation AI, It is also possible to perform the above-described estimation and other processes by using the portable terminal 20 alone (without using the control device 10).

  Further, in the present embodiment, the example in which the person in charge of the after-sales service (operator) or the user inputs various information by voice has been described, but the input method of the various information is not limited to this. For example, it is also possible to input various information by keyboard input (text data) or the like. For example, the user can make an inquiry in a chat format. Similarly, for outputting various information, various methods such as text data, display on a monitor, and printing on a paper medium can be adopted.

  Further, in the present embodiment, five items (see FIG. 1) are exemplified as items to be estimated. However, the present invention is not limited to this, and any item can be set and estimated.

  In the present embodiment, five items (see FIG. 1) are set so as to have a tree structure. However, the present invention is not limited to this, and each item is independent of each other. You may.

  Further, in the present embodiment, an example is shown in which learning is performed after limiting the highest item among the five items (see FIG. 1), but the present invention is not limited to this. For example, it is possible to perform learning by limiting other items, or to perform learning without limiting any items. It is also possible to perform learning after limiting a plurality of items.

  Further, the application examples (first application example and second application example) described in the present embodiment are merely examples, and the cause estimation AI can be applied in a mode according to any purpose.

DESCRIPTION OF SYMBOLS 1 Information management system 2 Information management system 10 Control device 20 Portable terminal

Claims (4)

An audio output unit that can output questions about the building by voice,
A voice input unit capable of inputting an answer to the question by voice,
A control unit that outputs a question by the voice output unit and obtains an answer by the voice input unit, and accumulates information about the answer,
Comprising,
Information management system. The control unit includes:
Until the information on the answer obtained by the voice input unit satisfies a predetermined condition, repeat the output of the question by the voice output unit and the acquisition of the answer by the voice input unit,
The information management system according to claim 1. The control unit includes:
According to the algorithm constructed by learning the learning data, it is possible to estimate desired information from the answer obtained by the voice input unit,
The predetermined condition is
The evaluation value for the estimation is to be equal to or more than a predetermined threshold,
The information management system according to claim 2. Further comprising an answer information output unit that outputs information about the answer obtained by the voice input unit,
The information management system according to any one of claims 1 to 3.

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