JP2002007730A - Method and system for coping with information terminal trouble - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information terminal trouble copying method, which can cope with a high-level and complicated troubles and which will not take time to obtain information. SOLUTION: An unspecified majority of users transmit trouble-shooting examples and know-how of an information terminal such as a personal computer and a printer to a trouble-shooting center by e-mail via a communication network, such as the Internet, and trouble-shooting and trouble repair can be performed, in such a manner that other users retrieve the stored information on the homepage of the center.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

[0001] The present invention relates to a communication system such as the Internet or an intranet.
An unspecified number of users send e-mails of troubleshooting examples and know-how of information terminals such as personal computers and printers to the troubleshooting center, and the accumulated information is used by other users on the homepage of this center. The present invention relates to a method and system for dealing with a trouble of an information terminal which can be searched for trouble shooting and repair.

[0002]

2. Description of the Related Art Conventionally, a help desk of a personal computer or the like is called by a user via a telephone line and answered by an inquiry telephone or a facsimile.

[0003] In addition, troubleshooting homepages are established on the Internet, and users search for these homepages by inputting keywords related to troubles into a search engine.

[0004]

However, these prior arts have the following problems. First,
The problem with a phone line help desk is that many users make phone calls,
In addition, there is a problem that a good answer may not be obtained for a complicated trouble even if the connection is finally established.

[0005] Second, in the case of a troubleshooting homepage on the Internet, the troubleshooting information is inadequate, it is not possible to cope with sophisticated and complicated troubles, and several homepages are searched. The problem that it takes a long time to obtain the data.

An object of the present invention is to provide a method and system for dealing with a trouble of an information terminal or the like which solves the above problems.

[0007]

The present invention is characterized in that know-how information for troubleshooting is collected from an unspecified number of users via a network and stored in a database.

Further, the present invention is characterized in that the above-mentioned know-how information is evaluated and a reward is paid to an information requester in accordance with the level, the above-mentioned troubleshooting database can be used via a network, and this database is searched. Another feature is that the engine retrieves necessary information.

According to the present invention, troubleshooting information of a computer is received from a troubleshooting information requester via a user terminal connected to a communication network, and useful information among the information is used by an information receiver. A step of prompting the troubleshooting information requester's terminal to access a troubleshooting homepage on the communication network via the communication network, and Transmitting the service guidance content posted on the homepage to the terminal of the information requester and displaying the guidance screen, and inputting the information to the terminal of the information requester via the communication network. Prompting and providing the said Transmitting the confirmation information to the terminal of the information requester via the communication network when the received information is received, and determining that the information transmitted from the information requester is useful. if you did this,
Storing the useful information in a database;
Evaluating and ranking the usefulness of the information transmitted from the information requester, and transmitting the evaluation result to the information requester via the communication network, and adopting or rejecting the provided information. Displaying the contents of the reward on the terminal of the information requester.

[0010] Further, according to the present invention, the information recipient who wants to receive the information service is prompted to access the troubleshooting homepage, and the terminal of the information recipient accesses the homepage. If there is, a method for dealing with a trouble of the information terminal is provided, which comprises a step of transmitting the service guidance content to the terminal of the information recipient and displaying a service guidance screen of the database.

Further, according to the present invention, a step of prompting the information recipient to input a keyword relating to a trouble of the computer in which the user is in trouble into a keyword input box in a service screen; If there is, search the relevant content from the information stored in the database, take out the troubleshooting case related to the keyword, the information,
Transmitting them to the information recipient terminal;
There is provided a method of coping with a trouble of an information terminal, comprising a step of displaying corresponding troubleshooting information on the information receiver terminal.

Further, according to the present invention, there is provided a method for dealing with a trouble of an information terminal, characterized in that the information includes know-how information on a method for repairing a trouble.

Further, according to the present invention, there is provided a method for dealing with a trouble of an information terminal, characterized in that the content of the reward includes a reward amount, and the reward amount is determined according to a level of evaluation of the information. .

Further, according to the present invention, there is provided an information terminal for receiving information on troubleshooting of a computer from an information requester for troubleshooting via a communication network and utilizing useful information in the information for a receiver of information information. In the trouble handling system, a troubleshooting homepage is established on the communication network, a troubleshooting center for receiving the information from the information requester, and a troubleshooting homepage is accessed. , An information requester terminal having a function of displaying the information on a screen, and an information receiver terminal having a function of accessing the homepage screen to obtain necessary troubleshooting information. The troubleshooting center determines whether or not the information is useful, and includes a center terminal for evaluating and ranking the usefulness of the information, and a database for storing useful information from the information requester, Transmitting the evaluation result to the information requester via the communication network, and displaying the result of adoption / rejection of the provided information and the content of the reward on the terminal of the information requester. A corresponding system is obtained.

Further, according to the present invention, there is provided a trouble handling system for an information terminal, wherein the result of adoption / rejection of provided information and the contents of the reward are displayed on the information client terminal.

Further, according to the present invention, when there is a keyword input relating to a computer trouble from the information recipient terminal in the keyword input box in the service screen, the center terminal stores the keyword stored in the database. The corresponding content is searched for from the information, the case of troubleshooting related to the keyword, the information is extracted, and they are transmitted to the information receiver terminal, and the troubleshooting information corresponding to the information receiver terminal is displayed. Thus, a trouble handling system for an information terminal is obtained.

Further, according to the present invention, a trouble handling system for an information terminal is provided, wherein the information includes know-how information on a method for repairing a trouble.

Further, according to the present invention, there is provided a trouble handling system for an information terminal, wherein the reward content includes a reward amount, and the reward amount is determined according to a level of evaluation of the information. .

[0019]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The present invention provides an example of troubleshooting of information terminals such as personal computers and printers from an unspecified number of users via a communication network such as the Internet or an intranet to a troubleshooting center by e-mail. The center has a feature that other users can search the stored information on the homepage of this center and troubleshoot and repair the trouble.

Hereinafter, one embodiment of the present invention will be specifically described in detail. In the following embodiments, a person who provides information is called an information requester, and a person who uses information is called an information receiver. In FIG. 1, the information requester
Using the information requester terminal 10 connected to the communication network 100 such as the Internet, the troubleshooting center 20 sends troubleshooting information obtained from its own experience and know-how on how to repair the trouble to an e-mail. To send. If the center 20 determines that this information is useful, it pays the information client terminal 10 a reward for the information. The center 20 stores this useful information in a database such as the data warehouse 30.

The information recipient (other user) accesses the troubleshooting center terminal 40 of the center 20 using the information recipient terminal 60 connected to the communication network 100 or the like, and relates to the trouble of the personal computer or the like. Keywords for this center terminal 40
By inputting the information into the search machine on the screen, useful useful information is extracted from the troubleshooting information stored in the database 30, and the trouble of the personal computer or the like is repaired.

Referring to FIG. 1, a first embodiment of a method for dealing with a trouble of an information terminal such as a personal computer according to the present invention is an information requester terminal 10, a user terminal 60, a database 30,
The troubleshooting center 20 includes a troubleshooting center terminal 50 (including the search engine 40).

The information requester terminal 10 is an information processing terminal such as a personal computer. Information client terminal 10
Has a function of transmitting its own information to a troubleshooting center 20 on the communication network 100 and a function of accessing information of a terminal 50 constituting the troubleshooting center 20 and displaying the information on a screen. Have. The center terminal 50 is a terminal used by staff at the center, and is configured by an information processing device such as a workstation or a service.

The information includes know-how information for troubleshooting of a personal computer and the like provided by the information requester, explanation of service contents of the center 20, conditions for a provider of the troubleshooting information, and the like.

The information transmitted from the information requester terminal 10 to the center 20 includes know-how of troubleshooting and repairing methods of a personal computer or the like experienced by the user.

On the other hand, the information receiver terminal 60 is also an information processing terminal such as a personal computer, and accesses the home page screen of the terminal 50 of the troubleshooting center in the center 20 on the communication network 100 to perform necessary troubleshooting. It has a function to obtain the information.

Troubleshooting Center 20
The expert staff of the center selects troubleshooting know-how information provided from the information requester terminal 10 via the network and stores the information in the database 30. When the database 30 is accessed from the information receiver terminal 60 to the center terminal 50, the search machine retrieves necessary information from the database and transmits the information to the information receiver terminal 60.

Next, the operation of the trouble handling system according to the present embodiment will be described in detail with reference to FIGS. In the following description, the communication network 10
0 is the Internet.

Referring to FIG. 2, the information requester can use his / her own terminal 10 to connect to the troubleshooting center 2.
0 accesses a troubleshooting homepage established on the Internet 100 (step A).
1).

The terminal 50 of the troubleshooting center transmits the service guidance contents of this center to the information client terminal 10.

The information requester terminal 10 first has the information shown in FIGS.
A guide screen of the service contents of the troubleshooting center as shown in (1) is displayed (step A3).

The information requester sees the service guidance screen of FIG. 4 displayed on his / her own terminal 10 and obtains the troubleshooting know-how information of his / her personal computer and the like at the troubleshooting center shown on this screen. The data is transmitted to the e-mail address via the network (step A4). When this information is received by the troubleshooting center 20, a confirmation that the information has been received is transmitted by e-mail to the information client terminal 10 via the network 100 (step A5). Terminal 1
A confirmation screen of information reception from the center is displayed on the screen 0.

Next, the troubleshooting information transmitted from the information requester is temporarily stored in the database 30 in the center 20 (step A6).
Troubleshooting information from this information requester
The center's expert staff evaluates and ranks the usefulness of the information (step 7).

Next, the evaluation result is transmitted to the information requester via the network 100 (step A8). As shown in FIG. 6, the result of adoption / rejection of the provided information and the reward amount are displayed on the information client terminal 10 (step A9).

Next, the user who wants to receive the service of the troubleshooting center accesses the troubleshooting homepage established on the network 100 by the troubleshooting center terminal 50 from the information receiver terminal 60 ( Step A10). In response, the center terminal 50 transmits a service screen as shown in FIG. 5 to the information recipient terminal 60 (step A11). The information recipient terminal 60 has a service screen of the troubleshooting database as shown in FIG. Is displayed (step A12). The user inputs a keyword relating to a trouble of a personal computer or the like in which the user is in trouble in a keyword input box in the service screen of FIG. 5, and presses a search button on the screen (step A13).

In response to this, the search engine of the center terminal 50 searches the contents of the database 30 of the center 20, extracts troubleshooting examples and information related to the keyword, and extracts them from the information recipient terminal 60. (Step A14). Troubleshooting information as shown in FIG. 7 is displayed on the information recipient terminal 60 (step A15).

[0037]

The first effect is that the troubleshooting know-how information of a large number of unspecified personal computer users is easily collected and accumulated via a network. This means that users on the network can use data.

It is expected that more complicated troubleshooting know-how will be collected by paying a reward according to the level of the troubleshooting know-how information provided.

The second effect is that the user can easily access and retrieve the stored troubleshooting information via a network (search by keyword).

Such information is abundant in quantity and type, and can be expected to shorten the time for troubleshooting.
If you pay for this service, you can expect profits as a business. A free help desk service can increase customer satisfaction and increase sales of products. If the contents to be stored are extensive, such as hardware / software failures, product usage, and installation / connection methods, better services can be provided.

[Brief description of the drawings]

FIG. 1 is a diagram showing a configuration of a trouble handling system for an information terminal according to the present invention.

FIG. 2 is a diagram showing an operation of the trouble handling system of the information terminal of the present invention.

FIG. 3 is a diagram showing the operation of the trouble handling system for an information terminal according to the present invention.

FIG. 4 is a diagram showing a guide screen of service contents posted on a homepage.

FIG. 5 is a diagram showing a guide screen of service contents posted on a homepage.

FIG. 6 is a diagram showing a screen displaying a result of adoption / rejection of information provided by an information requester and a reward amount.

FIG. 7 is a diagram showing an example of troubleshooting related to a keyword and a screen displaying information.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 Information requester terminal 20 Troubleshooting center 30 Database 40 Search engine 50 Troubleshooting center terminal 60 Information receiver terminal 100 Communication network

Claims (10)

[Claims] An information terminal which receives information for troubleshooting a computer from a troubleshooting information requester via a user terminal connected to a communication network, and uses the useful information among the information for the information receiver. In the corresponding method, via the communication network, prompting the terminal of the troubleshooting information requester to access a troubleshooting homepage on the communication network, and when the homepage is accessed, Transmitting the posted service guidance content to the information requester's terminal, displaying the guidance screen, and prompting the information requester's terminal to input the information via the communication network, If the provided information is received Transmitting the confirmation information of the receipt to the terminal of the information requester via the communication network, and determining that the information transmitted from the information requester is useful, Storing useful information in a database; evaluating and ranking the usefulness of the information transmitted from the information requester; transmitting the evaluation result to the information requester via the communication network. Displaying the result of adoption / rejection of the provided information and the contents of the reward on the terminal of the information requester. 2. When an information recipient who wants to receive the information service is urged to access the troubleshooting homepage, and when the homepage is accessed from a terminal of the information recipient,
2. The method according to claim 1, further comprising a step of transmitting the service guidance contents to the terminal of the information recipient and displaying a service guidance screen of the database. A step of prompting the information recipient to enter a keyword relating to a trouble of the computer in which the user is in trouble in a keyword input box in a service screen; Search the relevant content from the information stored in the database, a troubleshooting case related to the keyword,
3. The information terminal according to claim 2, further comprising a step of extracting information and transmitting them to the information recipient terminal; and a step of displaying the corresponding troubleshooting information on the information recipient terminal. Trouble handling method. 4. The trouble handling method for an information terminal according to claim 1, wherein said information includes know-how information on a trouble repairing method. 5. The information terminal according to claim 1, wherein the reward content includes a reward amount, and the reward amount is determined according to an evaluation level of the information. Troubleshooting. 6. A trouble-handling system for an information terminal, which receives computer troubleshooting information from an information requester for troubleshooting via a communication network and uses useful information in the information for a information information receiver. A troubleshooting center that establishes a troubleshooting homepage on the communication network and receives the information from the information requester; and accesses the troubleshooting homepage and transmits its own information to the troubleshooting center, and the information is transmitted to the troubleshooting center. An information requester terminal having a function of displaying the information on a screen, and an information receiver terminal having a function of accessing the homepage screen to obtain necessary troubleshooting information. A rating center, which determines whether the information is useful, evaluates the usefulness of the information, and ranks the center terminal; and a database that stores useful information from the information requester, Troubleshooting of the information terminal, wherein the evaluation result is transmitted to the information requester via the communication network, and the result of adoption / rejection of the provided information and the contents of the reward are displayed on the information requester's terminal. system. 7. The trouble handling system for an information terminal according to claim 6, wherein the result of adoption / rejection of the provided information and the contents of the reward are displayed on the information client terminal. 8. In the keyword input box on the service screen,
When there is a keyword input relating to a computer trouble from the information recipient terminal, the center terminal searches for the corresponding content from the information stored in the database, and a troubleshooting case related to the keyword, information The trouble handling system for an information terminal according to claim 6 or 7, wherein the information receiving terminal is taken out and transmitted to the information receiving terminal, and troubleshooting information corresponding to the information receiving terminal is displayed. 9. The trouble handling system for an information terminal according to claim 6, wherein the information includes know-how information on a method for repairing the trouble. 10. The reward content includes a reward amount,
10. The trouble handling system for an information terminal according to claim 6, wherein the reward amount is determined according to a level of evaluation of the information.