JP2002222121A - Information terminal support system using internet - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information terminal support system allowing an information terminal user to solve troubles without making any telephone call or the like about the contents of the trouble. SOLUTION: This information terminal support system is provided with an information terminal 10 having trouble grasping software 11 grasping a trouble condition of the information terminal, a support center terminal 20 having trouble solving software 21b solving the trouble according to a trouble condition transmitted from the information terminal, and the Internet INT connecting the information terminal to the support center terminal together. When the trouble condition is transmitted from the information terminal to the support center terminal via the Internet, the support center terminal returns the trouble solving software matching the trouble condition to the information terminal for solving the trouble.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an information terminal support system using the Internet, and in particular, when an information terminal (a personal computer or the like) has a trouble, the information terminal user (a personal computer or the like) reports the trouble. The present invention relates to an information terminal support system using the Internet, which can solve a trouble of an information terminal without contacting the information terminal.

[0002]

[Prior art]

[0003] In recent years, personal computers (PCs) have been remarkably popularized, and customers (users) may use PCs in a stand-alone manner, or when using a PC via a network such as the Internet. There is. In any case, an abnormality (trouble) may occur in the personal computer. Conventionally, when an abnormality occurs in the customer's personal computer, the customer contacts the support center provided by the PC maker or the like by telephone or the like to explain the abnormal situation to the support center side, and the support center side The coping method was explained to the customer, and the customer performed the treatment by himself or the customer brought the personal computer to the repair base, and explained the situation to the service person on the spot, and coped with the problem. Further, in some cases, service personnel have visited the customer's home from the support center to deal with the problem.

[0004]

However, the conventional support method has a problem that the description of the abnormal situation is unclear and it is difficult to make an appropriate judgment depending on the degree of knowledge of the customer's personal computer. In addition, even if the measures are taken by the customer, the correct operation specified by the support center may not be performed depending on the customer, and there is a problem that it takes time to solve the problem.

Therefore, an object of the present invention is to solve the problem of an information terminal (a personal computer or the like) without the need for the information terminal user (a user of a personal computer or the like) to report the content of the trouble when the information terminal (a personal computer or the like) has a trouble. It is an object of the present invention to provide an information terminal support system using the Internet which can solve the above problem.

[0006]

SUMMARY OF THE INVENTION In order to solve the above problems, the present invention provides an information terminal having a storage device for storing trouble grasping software for grasping a trouble situation of the information terminal, and an information terminal transmitted from the information terminal. A support center terminal having a storage device for storing trouble solving software for solving the trouble according to the trouble situation; and an internet for connecting the information terminal and the support center terminal. When the trouble situation is transmitted via the Internet, the support center terminal returns trouble solving software corresponding to the trouble situation to the information terminal to solve the trouble of the information terminal. And

In this way, when a trouble occurs in the information terminal, the trouble contents are grasped by trouble grasping software, transmitted to the support center terminal via the Internet, and the support center terminal receives the trouble contents. The information terminal user can return the information terminal trouble by notifying the support center by telephone, etc. it can. Therefore, it is possible to reliably execute the troubleshooting according to the content of the trouble regardless of the degree of the knowledge of the information terminal user.

[0008]

DESCRIPTION OF THE PREFERRED EMBODIMENTS The present invention will be described below with reference to the illustrated embodiment. FIG. 1 is a system configuration diagram of the personal computer support system PS of the present embodiment. As shown in FIG. 1, the personal computer support system PS includes a personal computer 10 that is an “information terminal” used by a customer, a support center terminal 20 used by a support center, and a database (DB) 21 attached to the support center terminal 20. Are connected to the Internet INT.

The storage device (not shown) of the customer's personal computer 10 has a function of grasping the trouble situation of the personal computer software (OS (basic software), application software, etc.) and also transmits trouble information to the support center, Then, dedicated software 11 having a function of upgrading the application software or the OS (for solving the trouble) which causes trouble is installed. The special software 11 may be preinstalled in the personal computer 10 in advance, or may be distributed to the customer via the Internet and downloaded by the customer. The dedicated software 11 includes “trouble grasp software”. The dedicated software 11 can be upgraded by using the functions of the personal computer 10 such as a version upgrade. In addition, the dedicated software 11 may be in any of a form that is always started, a form that is started regularly, and an event-driven form (started every time an abnormality occurs). Dedicated software 1
When starting 1, the customer does not need to perform any special operation.

[0010] The database 21 stores "trouble solving software" 21b for coping with a trouble of a customer's personal computer, together with customer data 21a of customer's personal computer information and the like (described below). The trouble solving software 21b has a healing function for grasping and restoring the state of the personal computer 10, and an Internet interface with the personal computer 10.
It has a communication function and the like via NT.

Next, the operation of this embodiment will be described with reference to the flowchart shown in FIG. In advance, the customer negotiates with the support center for service contents, fee payment method, customer ID, etc., makes a service contract, and provides personal computer information (manufacturer name, model, peripheral device, serial number, etc.) together with the support center terminal of the support center. The data is stored in the database 21 via the server 20 (step S1).

Next, during the use of the personal computer 10 (step S2), when a trouble occurs (step S2).
3) If the customer can solve the problem without receiving the service from the support center, the customer solves the problem (step S
4, S5), continue using the personal computer (step S5).
2). If the user cannot solve the problem and decides to receive the service of the support center (step S4: YE
S), the personal computer 10 is connected to the support center terminal 20 via the Internet INT (step S6).

Next, the support center terminal 20 confirms whether or not the connected customer is a service provision target by using the customer ID (step S7). If the customer is a service target customer (step S7: YES), The trouble status information of the personal computer 10 is obtained via the Internet INT by the trouble solving software 21b installed in the personal computer 10 (step S8).

Lastly, the support center terminal 20 issues the trouble solving software 2 via the Internet INT based on the obtained information on the trouble state of the personal computer 10.
The trouble is dealt with using 1b (step S9). In step S7, if the connected customer is not a service providing target (step S7: N
O), it is notified that a service for troubleshooting cannot be provided by the troubleshooting software 21b because a service contract has not been concluded (step S10). The processing of steps S1 to S10 is performed by the support center 24 hours a day in an unmanned state.

If the customer's personal computer 10 cannot be connected to the support center via the Internet INT (for example, OS destruction, hardware failure), the trouble information of the personal computer 10 is transmitted to the support center by telephone. It is also possible to take measures according to an instruction from the support center, or to dispatch a support staff member to a customer according to an instruction from the support center.

In this embodiment, a personal computer has been described as an information terminal. However, for example, a portable information terminal such as a mobile terminal, an i-mode terminal of NTT DOCOMO, a P-type terminal such as a convenience store, etc.
Of course, the present invention can be applied to an OS terminal.

[0017]

As described above, according to the present invention, the customer can solve the trouble of the personal computer at a convenient time while staying at home. In addition, the support service provider
There is no need to dispatch personnel to the customer's location, and services can be provided efficiently.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram of an embodiment of the present invention.

FIG. 2 is a flowchart of the embodiment.

[Explanation of symbols]

 INT Internet PS Personal computer support system 10 Customer personal computer 11 Dedicated software 20 Support center terminal 21 Database 21a Customer data 21b Trouble solving software

Claims (6)

[Claims] An information terminal having a storage device for storing trouble grasping software for grasping a trouble situation of the information terminal, and trouble solving software for solving the trouble according to the trouble situation sent from the information terminal. A support center terminal having a storage device; and an internet for connecting the information terminal and the support center terminal. When a trouble situation is transmitted from the information terminal to the support center terminal via the internet, An information terminal support system using the Internet, wherein the support center terminal returns trouble solving software corresponding to the trouble situation to the information terminal to solve the trouble of the information terminal. 2. The information terminal support system using the Internet according to claim 1, wherein the trouble grasping software is pre-installed in a storage device of the information terminal in advance. 3. The information terminal support system using the Internet according to claim 1, wherein the trouble grasping software is downloaded from the support center terminal to the storage device of the information terminal via the Internet. 4. The storage device of the support center terminal,
The information terminal support system using the Internet according to any one of claims 1 to 3, wherein fee payment method data and customer ID data exchanged with a user of the information terminal are stored. . 5. The information terminal support system using the Internet according to claim 1, wherein the trouble grasping software and the trouble solving software can be upgraded. 6. The information terminal support system using the Internet according to claim 1, wherein the information terminal is a personal computer.