JP2002083077A - Article information inquiry system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To easily obtain information regarding a handling method and to easily inquire a fault. SOLUTION: A computer 4 which reads and edits stored information in a storage device 5 stored with handling methods regarding articles and information regarding faults by the articles and performs storage control and an inquiry terminal 1 that a user operates are connected through a network to permit an inquiry about a handling method regarding an article in the storage device 5 and further reads information regarding faults relating to the inquired handling method out of the storage device and then download them to the inquiry terminal 1 successively to the inquiry. Further, the computer 4 generates an inquiry history based upon article information, stores it in the storage device 5, and issues information regarding the faults as a prescription to the inquiry terminal 1.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a merchandise information inquiry system capable of online searching for merchandise information from home or the like, and more particularly to a handling method of purchased merchandise and a trouble inquiry.

[0002]

2. Description of the Related Art When home appliances (products) are purchased,
A warranty card and an instruction manual are enclosed in addition to the main body. As a general rule, the user who purchases the product installs it according to the instruction manual and makes various settings (for example, date and time setting for electrical products)
It is common to start using after performing. Also,
In some large electric appliances, the seller installs the electronic device at a location desired by the user, performs the above-described settings, and then hands over the product to the user. Further, if the user uses the server, the above-mentioned various settings may be required again. For example, when setting the date and time, a time lag may occur due to a power failure, or the time lag may be corrected even in a normal use state. In such a case, the operation is performed according to the instruction manual. This is to refer to the instruction manual when the setting method grasped at the time of purchase (at the time of installation) is forgotten after a lapse of time, or when the operation was not performed correctly even after performing the operation once. Become.

[0003] In some cases, the function of the product cannot be sufficiently exhibited due to a handling method, a change over time, or the like. At this time, the user will judge it as "failure" and review the instruction manual and try to reset it, contact the dealer to request an investigation, or bring the product to the dealer and repair it . In some personal computers, etc., the instruction manual is provided on CD-ROM.
Some are stored in ROM and attached to products. Also,
In recent years, consideration has been given to recycling, trade-in, and disposal of home appliances due to environmental issues.

[0004]

Many users keep a warranty card and an instruction manual, but if the time has passed since the point of purchase, some users forget the storage location of the instruction manual. Sometimes it is difficult to find. For relatively expensive products, you may contact a dealer for repair, but you will not be able to use the product during the repair period, so in the case of minor problems, etc. It may continue to be used. In addition, after the warranty period has passed, the repairs are often paid, so that hesitant to request repairs in terms of repair costs.

[0005]

SUMMARY OF THE INVENTION In order to solve the above-mentioned problems, the present invention provides a storage device storing at least information on at least a handling method and a failure relating to a product for each product, and reading and editing of information in the storage device. A computer that performs storage control and an inquiry terminal operated by a user are connected to a network to enable inquiring of a handling method for a product in a storage device and information relating to a failure. When it is performed, the inquiry of the handling method is continued, and information on the failure related to the inquired handling method is read from the storage device and made downloadable to the inquiry terminal. Further, the computer edits and creates an inquiry history based on the product information and stores the edited history in a storage device, and can also issue information relating to the failure as a prescription to the inquiry terminal.

[0006]

FIG. 1 is an explanatory diagram showing a connection system in a product information inquiry system of the present invention, and FIG. 2 is a conceptual diagram showing information stored in a storage device of the present invention. FIG. 3 is a conceptual diagram showing a hierarchical structure of stored information, and FIG. 4 is a flowchart of the present invention. In the figure, reference numeral 1 denotes an inquiry terminal, which is a personal computer (hereinafter, referred to as a personal computer) operated by a user. This personal computer 1 installed at home is a keyboard unit 1 composed of various keys.
a, a liquid crystal display unit (hereinafter, referred to as a display unit) 1b, a pointing device 1c, a printer 1d, and the like capable of displaying drawings and character information in color, and a communication control unit (not shown). 3)
Is connected to a computer 4 managed and operated by the seller.

[0007] Reference numeral 2 denotes a product which is an inquiry target. In the description of this embodiment, a "radio cassette deck" will be described as an example. It is needless to say that this product is not limited to electric products, but can also include products such as automobiles and cameras. Needless to say, the computer 4 is managed and operated in order to support the product 2 sold by the seller or the agent of the product 2.

[0008] The storage device 5 and the agent terminal 6 are connected to the computer 4. The storage device 5 is provided with at least a customer information file 5a, a product information file 5b, and a store information file 5c. Customer information file 5a
Is customer information stored when the user who purchased the product 2 registers as a user or as a result of a predetermined registration procedure performed by the store. The contents include information such as the purchased product name, product number, date of manufacture, customer name, postal code, address, telephone number, and customer rank. Further, the date and time and the inquiry summary information are edited and controlled by the computer 4 and stored as an inquiry history in association with the product number for each inquiry.

The product information file 5b stores the specifications of the product being sold, the external view drawn in a three-dimensional view, the handling procedures including the names of each part, the operation method, and the like in a hierarchical structure. Information and customer's voice
In addition to information, information such as a processing method and cost (indication) for recycling or discarding the product 2 is included, and all information on the product 2 is stored. Therefore, when a new product is sold, at least information other than the customer's "voice" information is immediately registered as the product information.

In the store information file 5c, the location map, telephone number, etc. of the department that performs the support business of the product 2, including the store that sold the product 2, are registered by district, for example, by prefecture, city (town). I have. The computer 4 has a function of extracting the support department closest to the place of residence of the user by, for example, a zip code from the store information file 5c. The computer 4 has a clock unit (not shown), and has a function of recording the time measurement information at that time in the above-mentioned inquiry history information when a user connects online via the Internet 3. are doing.

A further description will be given using the example of FIG. In the product information file 5b, five types of product information from product A to product E are registered, and further, an instruction information file 5d and a failure inquiry information file 5f are created for each product. In the instruction manual information file 5d, information such as safety precautions, names of respective parts, preparations and specifications before use, usage methods, care and inspection, and disposal methods are stored in detail.

The "usage method" in the instruction information file 5d includes a detailed explanation information file 5e storing detailed data of the instruction and an operation storing detailed data for guiding the operation of the product 2. Guidance information file 5g
There is. These detailed data are fixed text information and have a hierarchical structure as described later (FIG. 3). It should be noted that the operation guidance information also includes operation wording information at the time of the inquiry guidance described later.

The trouble inquiry information file 5f contains a telephone number (toll free number) for promptly responding to a user who is unfamiliar with the operation or a user who wants to take a personal response, and a guide for trouble / repair. In addition to the information to be performed, detailed information on the failure that can be displayed on the individual screen is stored.
It should be noted that when an inquiry is made by communication with a service person, it becomes a personal response means. At this time, the information displayed on the personal computer 1 can be shared by operating the response terminal 6. In this case, it is not necessary to notify the product type and the like, and it is possible to promptly notify the failure contents and respond to the inquiry.

The failure inquiry information file 5f includes an inquiry guidance information file 5h and a prescription information file 5i in addition to the information described above. The information in the inquiry guidance information file 5h is also a fixed sentence, but also stores editable inquiry information for prompting various operations when the cause of the failure cannot be specified. The prescription information file 5i is information for diagnosing a possible failure in accordance with the result of the operation performed by the inquiry guidance, and editing it as a "prescription" at the last gradation. The edited "prescription" information is stored by the computer 4 in a predetermined area of the prescription information file 5i.

The hierarchical structure of the information stored in the storage device 5 will be described with reference to FIG. In the figure, "explanatory matter 01" and "explanatory matter 02" are for classifying the items to be downloaded in the handling method shown in FIG. The “detailed description 01”, “detailed description 02”, and the like at the next stage are information for instructing the screen operation displayed in FIGS. 6A and 6B. “Fault 01”, “Fault 02”, etc. are information for performing operation guidance for the product 2 as shown in FIG. 6C, and have operation guidance information at the next stage.

"Prescription 01" and the like allow the user to select or input an operation result according to the operation guidance shown in FIG.
When the "prescription" key is selected on the display screen of (b), the computer 4 specifies the failure cause estimated from the operation result and the conventional failure case, and edits the result into a predetermined format. The information to be output is as described above.

The description of the flowchart shown in FIG.
The operation guidance screen display examples of FIGS. 6 and 7 will be described together. Note that S means an operation step. A user who attempts to obtain product information through the Internet 3 using the Internet 3 receives a predetermined URL from the personal computer 1.
(Uniform Resource Locato
Enter r) to connect to the Internet (S1). This URL can be searched from a website of a dealer or the like, and is also described in the warranty of the product 2.

After the connection, the product number is entered on an initial screen as shown in FIG. 5A while referring to a warranty card (not shown). Here, when the product number is unknown, the product 2 can be specified by inputting a product name, for example, “cassette recorder” as a keyword. If a "customer registration card" or the like is returned at the time of purchase, it is possible to specify from the user's address, name, etc., but the description is omitted. When the input of the product number is completed, the information is transmitted to the computer 4 of the support center (S2).

The computer 4 searches whether the received product information is correct, that is, searches for the product information in the product information file 5b. As a result of the search, if the corresponding product 2 exists in the product information file 5b and the product 2 is within the product support period, the queried product 2 is determined (S
3). If there is no corresponding product, a message such as "Check the product number <No" or "There is no corresponding product in our company" is displayed. When the product 2 is determined, the computer 4 returns screen information for designating the product name and the content of the inquiry to the personal computer 1. This display screen is as shown in FIG. The figure is also displayed.

The user looks at the guidance screen display and selects the display content of the next screen depending on whether he wants to know the handling method or wants to refer to the failure information (S4). First, a case where information on a handling method is obtained will be described. When "handling method" is selected from a screen (not shown) in step S4, FIG.
As shown in (c), the display screen prompts the user to specify a part for which detailed explanation is desired (S5). Here, it is also possible to obtain all the explanation information of the handling method. However, in this case, it is preferable because the amount of data becomes large and the download takes time and the remaining storage capacity of the personal computer 1 decreases. Since there is no explanation, guidance is given to specify the explanation site as much as possible.

When the part to be known is specified, the computer 4 searches the handling instruction information file 5d in the searched product information file 5b, extracts the detailed information of the corresponding handling method, and downloads it to the personal computer 1 ( S6). The personal computer 1 receives the downloaded detailed explanation information and displays it on the display unit 1b (S7). The user can receive a handling method (information) display of the purchased product 2 based on the displayed information. In addition, it goes without saying that an environment in which the handling method can be explained by voice can be constructed recently.

If the displayed description of the handling method is different from that of the desired part, a display of a "return" key or a "next" key is made on the display part 1b in order to enable the handling description of a different part. Is performed, and the screen display is switched when the key input is performed. The explanation information of the handling method after this switching is similarly extracted from the above-mentioned handling explanation information file 5d and received by the personal computer 1. When there is no desired other information, the process proceeds to the next step (S8).

At the end of the information display of the handling method, FIG.
As shown in (a), the computer 4 displays a guidance word for inquiring of failure / repair information, and asks for the necessity (S).
9). Here, as a result of operating the product 2 (boom box) in accordance with the description of the handling method displayed earlier, if the user determines that the possibility of failure is high, the user selects an appropriate item from the menu shown in the figure. select. When the user determines that the failure inquiry is unnecessary, the screen shifts to a questionnaire input screen to be described later by pressing the “complete” key.

In step S9, for example, if the "Check first if the condition is poor" field is selected, the computer 4 retrieves the failure information of the part relating to the previous handling information from the detailed explanation information file 5e and returns it to the personal computer 1. I do. The display on the display unit 1b at this time is displayed as shown in FIG. Also, "Q when you are still sick
& A collection "column is selected, the operation guidance information file 5g
, And returns the operation information to the personal computer 1. This information is displayed on the screen as a Q & A collection (S1).
0). The user can try the product test by referring to this display. It should be noted that the process also proceeds to step S10 when a failure inquiry is selected in step S4.

When the user operates the product 2 and the event that seems to have failed can be resolved, the process is completed (S1).
1). If it cannot be canceled, the operation proceeds according to “Yes” or “No” based on the operation guidance information of the Q & A collection up to that time. When "No" is selected in the initial stage, the inquiry information is read from the inquiry guidance information file 5h as a unique case, and the inquiry is performed. If the operation guidance does not solve the problem even if the operation guidance is performed in sequence, guidance for “repair” is performed. This series of operation information is
Sent to the computer 4 from the computer 4, the computer 4 stores the operation result information in the prescription information file 5i (S12).

The computer 4 receiving the operation result information in step S12 analyzes the information. As this analysis, information entered as "yes" or "no", inquiry information, past event examples, and potential defect information are referred to (S13). A cause presumed from a similar event is extracted, and an operation that can be dealt with by a simple operation is specified as a failure cause (S14). Of course, it is difficult to clearly identify the cause, but it is treated as powerful solution candidate information. As in the description example of FIG. 7A, there is a case where the problem can be solved by an operation such as “cleaning of the re-recording head”.

As a result of the user testing the product 2 for the product 2 (S15), when the computer 2 operates normally, that is, when the failure is resolved, the computer 4 terminates the inquiry process by selecting the "complete" key. (S16). The computer 4 displays a product questionnaire input screen as a next screen display, and requests (displays) the user to input a questionnaire. Of course, the process can proceed without inputting this questionnaire, but the user is asked to input “difficulty to use” or “noticeable points” for the product 2 in use (S17). In particular, the input user can be presented with a gift or a service point, and the input can be encouraged.

After completing the questionnaire input, the inquiry history information is stored in the customer information file 5a in association with the product number and the user name (S18). This customer information file 5
If an identification number is assigned to a for each user, management becomes easy. When the storage of the inquiry history information is completed, the computer 4
Disconnects the connection of the network 3 (S19). On the other hand, the personal computer 1 keeps displaying the final display screen until the displayed window is closed. It should be noted that the questionnaire information is naturally used by the seller, but is also made available by the user. From the user side, information about the product can be obtained from the keyword input of the product name, and the purchase can be examined, and further, the presence or absence of the same failure event can be investigated.

If the failure is not resolved in steps S14 and S16, the computer 4 extracts information on the store where the product 2 was sold and information on the nearest product support department from the store information file 5c, and repairs it by delivery. Alternatively, reference information such as selection of carry-in repair, general repair period, cost, and the like is transmitted to the personal computer 1 and displayed on the display unit 1b (S20). The user can deal with these two cases.

When there is no time for the repair period, a direct response with the service person is selected. When the "communication" key is selected from the screen of FIG. 7B, the computer 4 switches from automatic response to human response and transmits a response instruction to the response terminal 6. Q & A by displaying a guidance screen that allows the same operation as the user to be displayed to the serviceman operating the receptionist terminal 6
Is interactive (mail exchange). Needless to say, the environment can be used if an environment in which conversation by voice or video is possible is established.

When the "prescription" key is selected for reasons such as a repair request or consultation with another person, the computer 4
Sorts out predetermined items in the inquiry items so far. That is, a document file of a predetermined format is read from the prescription information file 5i, and the contents transmitted and received for each item are automatically edited and input. When the minimum required entry field is filled, it is transmitted to the personal computer 1 as a "prescription". Then, in the personal computer 1, the printer 1d can be activated to print this "prescription".

In the "prescription", information such as an inquiry number, date and time information, a product number, and an operation result is also recorded at the same time. Respond faster. Also, even in an environment where output by the printer 1d is not possible, write down the reference number in a memo and write the memo (information) when requesting repair.
Is presented. The merchandise support department can respond by reading the preceding information from the prescription information file 5i according to the reference number (information).

The present invention is not limited to the above embodiment. That is, it is also possible to connect to a producer of fruits or the like online via the Internet and obtain information on the time of eating or how to eat deliciously in place of a prescription, or make a request for additional purchase. It is also possible for the dealer to provide information such as new products and recall information according to the inquiry history.

[0034]

The present invention described above has the following effects. If you know the product number from the product or its warranty, etc.,
The handling method is available on the Internet, and when a failure is presumed as a result of operating according to the operating method, the display can be shifted to a failure inquiry from the handling method display screen. Therefore, it is possible to confirm with a correct handling method in a short time, and if it is determined that a failure has occurred, immediately perform a series of operations related to the failure, which is convenient for the user.

Since a “prescription” is issued, this product 2
Even if you don't have the knowledge about the product, bring it to the product support department, there is no need to explain the event. Furthermore, although detailed description is omitted, it is also possible to issue contents relating to the recycling or disposal of the product as a "prescription" in the product support, which is advantageous for the user.

[Brief description of the drawings]

FIG. 1 is an explanatory diagram showing a system connection system of a product information inquiry system of the present invention.

FIG. 2 is a conceptual diagram showing information stored in a storage device of the present invention.

FIG. 3 is a conceptual diagram showing a hierarchical structure of stored information according to the present invention.

FIG. 4 is a flowchart of the present invention.

FIG. 5 is an explanatory diagram showing an example of a guidance screen display of an inquiry terminal used in the present invention.

FIG. 6 is an explanatory diagram showing an example of a guidance screen display of an inquiry terminal used in the present invention.

FIG. 7 is an explanatory diagram showing an example of a guidance screen display of an inquiry terminal used in the present invention.

[Explanation of symbols]

 REFERENCE SIGNS LIST 1 Inquiry terminal (PC) 1 b Liquid crystal display (display) 1 d Printer 2 Product 3 Internet 4 Computer (distributor) 5 Storage device 5 d Instruction information file 5 f Failure inquiry information file 5 i Prescription information file 6 Responder terminal

Claims (2)

[Claims] 1. A storage device for storing at least information on a handling method and a failure relating to a product for each product, a computer for reading, editing, and storing control of information in the storage device, and an inquiry operated by a user A terminal is arranged, and the inquiry terminal and the computer are connected to a network to enable the inquiry about the handling method and the information about the failure in the storage device, and the inquiry about the handling method is first performed. When the inquiry is made, the inquiry of the handling method is continued, and information on the failure related to the inquired handling method is read out from the storage device, and can be downloaded to the inquiry terminal via the network. A featured product information inquiry system. 2. The merchandise information inquiry system according to claim 1, wherein the computer edits and creates an inquiry history based on the merchandise information, stores the edited inquiry history in the storage device, and uses the information on the failure as a prescription. Product information inquiry system that can be issued to inquiry terminals.