JP2003196407A - Support service management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an accounting system according to the actual use status of a program in selling a support service providing program. <P>SOLUTION: In this system, a management identification code is attached to a support service providing program supplied to a user, whereby the use status can be managed by each management identification code according to the client information to a client using the support service providing program and a user register information to the client to manage the use status and to charge depending on the use status. An apparatus and a program medium for use in the system are provided. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a supporter in a remote place via a network including the Internet when a client who sells an application program or the like provides user support such as usage of the application program or the like. The support computer is shared with the user's computer, and the supporter remotely supports the user computer. At the same time, the supporter's voice is transmitted to the user and the user's voice is transmitted to the supporter using the same network. The present invention relates to a system, a device, and a program for managing and operating a support service providing program.

[0002]

2. Description of the Related Art The inventor of the present invention shares a screen of a computer of a supporter with a user, and by voice communication,
As a support service providing program for remotely supporting a user computer with a supporter, Patent 3
223256, JP-A-11-344920, JP-A-200
0-137716, JP 2001-034577, JP 2001-202445, and JP 2001-222507.
Is proposed.

And, using these programs,
Providing support services by using a network including the Internet so that support services can be provided by general remote support without specifying the client that is the support service provider and the user who is the user of the support service. The system is not yet realized.

The present invention realizes the provision of support services and the management of usage charges by such generalized remote support.

[0005]

According to the management operation of the conventional support service providing system, the developer of the support service providing system provides the support service providing system to the client or the user who intends to use the support service. On the other hand, a client or a user-specific support service providing program is sold as a system, and the license can be sold only by a client or a user-specific system. Therefore, the present invention is to obtain a management operation system of a support service providing program for performing remote support for a client and a general purpose without specifying a user.

[0006]

In order to solve the above-mentioned problems, the support service management system according to the first aspect of the invention is configured so that a user computer of a user and a support computer of a supporter are connected via a network including the Internet. On the screen of the support computer, the screen of the user computer connected via the network is displayed and shared with the screen of the user computer, and the supporter operates the shared screen and computer of the user to use the network. By outputting the voice of the supporter to the user computer and outputting the voice of the user to the support computer, the user conveys the content of support desired by voice or via the user computer, and the supporter requests the support of the user. Use voice for content Or, the support service is used in a management system of a support service providing system that provides support through a common computer screen and provides a support service requested by at least one client using the screen and voice of the user computer. The user who stores the support service providing program realizing the support service stores in advance the support computer address information of the support computer and the supporter information regarding the supporter including the support correspondence content in the server storage means through the network, and manages the supporter information. Connect to the support service management server connected to the network you are accessing.
By transmitting the support request content and the support request information including the self address information to the support service management server, the support service management server can authenticate the user of the support service. The user computer transmits information necessary for user authentication in response to the request from the support service management server, and the support service management server performs user authentication by the user authentication means using the user information stored in the server storage means. . When the user is authenticated as a legitimate user, the user computer is provided with the support computer address information necessary for connecting to the support computer based on the support request information and the supporter information, and is assigned the supporter and is accessible to the support computer. Connected to and supported by supporters.

Further, the present invention is characterized in that the utilization status of the provided support service is managed as utilization information by the utilization information management means and stored in the server storage means.

Further, the support service management system according to the second invention is characterized in that the use information is obtained by transmitting the use status of the support service from the support computer to the support service management server.

Further, in the support service management system according to the third aspect of the invention, the support service management server uses the user information, the usage information, and the support provided by the client in order to charge the usage fee according to the individual usage situation. It is characterized by further comprising a usage fee charging means for charging a support service usage fee to a user or a client based on client information related to work.

Further, the support service management system according to the fourth invention is characterized in that the support service management server further includes a supporter search means for searching for a supporter matching the support request information.

Further, in the support service management system according to the fifth aspect of the present invention, the support service providing program installed and used in the user computer can be used for general purposes, so that it is not provided by a specific client but, for example, , A program storage medium by being downloaded from a website that provides support services, or downloaded via a network so that it can be provided as a magazine appendix or pre-installed on a computer. And is installed in the user computer or supplied to the user.

Further, the support service management system according to the sixth invention classifies the user into a first registered user who is a qualified user of the support service or a first unregistered user who is an unqualified user, and the support service. The user authentication means can be used to authenticate the usage qualification for the user who intends to use. When the unregistered user tries to use the support service, the user authentication means gives the user management identification code for individually identifying the user and registers the first user information associated with the predetermined user management identification code. The support service provision program is now eligible for use. Furthermore, by requesting the given user management identification code for the first registered user, the user is identified,
Referring to the first user information stored in the server storage means,
It is characterized by having a first user authentication means for performing a first user authentication for a user who satisfies a predetermined condition.

Further, in the support service management system according to the seventh aspect of the present invention, the first registered user is further a second unregistered user who is a non-qualified user for the client, or a qualified user for at least one client. The user is classified and registered as the second registered user. In the user authentication means described above, the user can use the second request of the client based on the support request information.
If the user is not the registered user of the above, the use qualification for the client is given by registering the predetermined second user information associated with the user management identification code, and if the user is the second registered user, the support request information and the client information The second user authentication means is further provided for performing the second user authentication for the user who satisfies the predetermined condition based on the second user information.

Further, in the support service management system according to the eighth aspect of the present invention, the user information is the first user information indicating that the user is a support service qualified user, and at least one client is qualified to use the service. If it is, the second user information is further included.

Further, in the support service management system according to the ninth aspect of the invention, the first user information is required for predetermined authentication and a user management identification code for identifying and managing the user given by the first user authentication means. It is characterized by having various information and individual information of the user. This user management identification code is different for each user, for example, numbers, letters,
It is composed of at least one other character or symbol.

Further, in the support service management system according to the tenth aspect of the invention, the second user information is necessary for obtaining the user management identification code, the name of the client who is qualified to use the support service, and the authentication designated by the client. It is characterized by having predetermined information. Here, the second user information has the user management identification code for both the first user information and the first user information so that they can be referred to uniquely. However, for example, the second user information is associated with the user management identification code. A code or number other than the user management identification code that is different for each user may be used. Furthermore, in order to clarify the clients who are eligible to use it, we have registered information.

Further, in the support service management system according to the eleventh aspect of the present invention, the support request information is such that the user management identification is provided so that the user authentication can be quickly performed when the user is the first registered user. It is characterized by further having a code.

Further, the support service management system according to the twelfth aspect of the invention is provided, wherein the usage information has a user management identification code so that which user has used the support service can be managed for each user. The support service has the support client name or support type so that the support service can be managed for each support client name or support type, and it is possible to know how much the support service provided was used. In order to do so, at least one of the support service providing time, the amount of information provided, and the number of times of providing is provided.

Further, in the support service management system according to the thirteenth aspect of the invention, the usage information is charged for each user management identification code or the client in order to facilitate the charging process and to easily grasp the usage status. It is characterized by being managed for each.

Further, the support service management system according to the fourteenth invention enables the client information to provide a different support service for each client,
Further, in order to be able to have a charge system according to the support service to be provided, it is characterized by including information on the form of the support service provided by the client and information on the support use charge system.

Further, in the support service management system according to the fifteenth aspect of the present invention, the client providing the support can provide the information via the network. Connected to the support service management server so that the client information can be sent to the support service management server via the network. Further, the support service management server can receive the transmitted client information and store it in the server storage means. The client is
It is characterized in that the support service management server requests the transmission of the usage information regarding the support service provided by itself, and the support service management server transmits the usage information regarding the client in response to the request.

Further, in the support service management system according to the sixteenth aspect of the invention, for example, when the support service is used to receive the learning instruction, the learning instruction fee and the usage fee of the program of the support service system can be separately charged. In order to do so, the support service usage fee is characterized by comprising a support service providing fee or a support service providing program usage fee.

Further, the support service management server used in the support service management system according to claim 1 or 2 according to the seventeenth invention stores supporter information, user information, client information, and usage information. Server storage means, user authentication means for authenticating user usage qualifications, server operation means having usage information management means for updating and managing the usage status of support services, and information equipment connected to the network via the network. From the above, when there is a connection request, it has a server connecting means for mutually accessible via a network, and a transmitting means for transmitting the address information of the supporter to the user computer.

Further, in the support service management server used in the support service management system according to claim 3 of the eighteenth invention, the server computing means uses the service information in order to charge the usage fee. It is characterized in that it further comprises a fee charging means.

Further, in the support service management server used in the support service management system according to claim 4 or claim 5 according to the 19th invention, the server computing means retrieves the registered supporter information and supports it. It is characterized by further comprising a supporter search means for searching a supporter that best matches the request information.

Further, the server operation means of the support service management server used in the support service management system according to claim 6 of the twentieth invention is for the user authentication means to authenticate the support service usage qualification of the user. , And further comprising a first user authentication means.

Further, in the support service management server used in the support service management system according to any one of claims 7 to 16 according to the twenty-first aspect of the invention, the server computing means is a user authentication means, and a support request is made. Second to be able to authenticate the entitlement in the requested client with the information
Is further included in the user authentication means.

Further, the user computer used in the support service management system according to any one of claims 1 to 16 according to the twenty-second aspect of the present invention is mutually connected via a network to an information device connected to the network. In order to authenticate the entitlement of the support service in response to the request of the support service management server, means for transmitting the support request information for requesting the support service, the user computer connection means for making accessible connection, It has means for transmitting information necessary for user authentication. After the usage qualification is authenticated, the supporter's voice signal is received from the network and output as voice to the user computer in order to connect to the support computer and receive support service. Enter your voice,
A voice transmitting / receiving device for transmitting as a voice signal to the network, an image data transmitting means for transmitting data on the screen of the user computer to the network, and an operation input of the support computer via the network, which is used as an operation input for the user computer. Remote operation input means.

Further, according to the twenty-third aspect of the present invention, the support computer used in the support service management system according to any one of the first to sixteenth aspects is connected to the user's computer so that the support service can be realized. , A support computer connecting means for connecting mutually to the information equipment connected to the network through the network, and a user's voice signal from the network, outputting the voice signal to the support computer, and outputting the voice of the supporter. , A voice transmitting / receiving device for transmitting as a voice signal to the network, image data receiving means for receiving the data on the screen of the user computer via the network and using it as its own image data, and the operation input of the support computer. , Send it over the network, Remote operation output means for inputting operation to the user computer.

Furthermore, a client computer used in the support service management system according to any one of claims 1 to 16 according to the 24th invention is
A client computer connecting unit that connects to an information device connected to the network so as to be accessible via a network, an information transmitting unit that transmits information to the information device, and an information receiving unit that receives information transmitted from the information device. It is characterized by having.

Furthermore, the program installed and used in the support service management server according to the twenty-fifth aspect of the invention is used in the support service management system according to the first or second aspect, and the support service management server according to the seventeenth aspect of the invention. Installed and used in
The procedure for registering supporter information in the support service management server, the procedure for registering user information, the procedure for registering client information, the procedure for user authentication, the procedure for updating usage information, When there is a connection request from the information device connected to the, the procedure for connecting the information device and the support service management server so that they can access each other via the network, and the supporter address information is sent to the user computer. And a procedure for transmitting usage information in response to a request from a client computer.

Further, the program installed and used in the support service management server according to the twenty-sixth aspect of the invention is used in the support service management system according to the third aspect of the invention and is installed and used in the support service management server according to the eighteenth aspect of the invention. And further has a usage fee charging procedure.

Further, the program installed and used in the support service management server according to the twenty-seventh aspect of the invention is the support service management server according to claim 19 used in the support service management system according to claim 4 or 5. Installed and used,
Further, it is characterized by having a supporter search procedure.

Further, the program installed and used in the support service management server according to the twenty-eighth aspect of the invention is used in the support service management system according to the sixth aspect, and is installed and used in the support service management server according to the twenty-first aspect. In addition,
It is characterized by having a first user authentication procedure.

Further, a program installed and used in the support service management server according to the twenty-ninth aspect of the present invention is used in the support service management system according to any one of the seventh to sixteenth aspects. It is characterized in that it is installed and used in the support service management server, and further has a second user authentication procedure.

Furthermore, the program installed and used in the user computer according to the thirtieth invention is used in the support service management system according to any one of claims 1 to 16, and the user computer according to the twenty-second invention. Used to install and use the support request information, the procedure to send the information required for user authentication in response to the request from the support service management server, and the address information of the support computer from the support service management server. To connect to the support computer via the network via the network, send the input voice from the microphone of the user computer to the network, receive the voice signal from the network and output to the speaker of the user computer, And transmitting the data of the computer screen to the network, a command from the support computer is received via the network, and having a procedure for a command to the user computer.

Furthermore, the program installed and used in the support computer according to the thirty-first invention is installed and used in the support computer used in the support service management system according to any one of claims 1 to 16, and is used by the support service management server. From the user computer's address information to connect to the user computer via the network, and send the input voice from the support computer's microphone to the network, receive the voice signal from the network, and send the support computer's speaker. To output to the support computer, receive the data of the screen of the user computer via the network, and display it as the data of the screen of the support computer, and the operation input to the support computer. And having a step of the command to send to the click user computer, and a procedure of transmitting the support usage.

Further, the program installed and used in the client computer according to the thirty-second invention is
A procedure for connecting to a support service management server via a network, which is installed and used in a client computer used in the support service management system according to claim 1, and client information is transmitted to the support service management server. Steps to
It is characterized by having a procedure of requesting the support service management server to transmit the support usage status and a procedure of receiving the support usage status.

[0039]

With the above arrangement, according to the invention of claim 1, the user computer of the user and the support computer of the supporter are connected via a network including the Internet, and the screen of the support computer is The screen of the user computer connected via the network is displayed and shared with the screen of the user computer, and the supporter operates the shared screen and computer of the user, and outputs the supporter's voice to the user computer using the network. Then, by outputting the user's voice to the support computer, the user can
The support content is conveyed by voice or via the user computer, and the supporter supports the user's support content by voice or via a common computer screen to support the user computer. In a management system of a support service providing system that provides a support service requested by at least one client using a screen and audio, a user who uses the support service has a user computer installed with a support service providing program that realizes the support service. Via the network, the support service connected to the network that stores and manages the address information of the support computer and the supporter information about the supporter including the support correspondence content in advance in the server storage means. Connects to the management server accessibly, and support desired contents, it is possible to transmit a support request information including the own address information to support service management server. By transmitting the support request information, the support service management server uses the information transmitted from the user computer in response to the request from the support service management server and the user authentication means by using the user information stored in the server storage means. User authentication can be performed. When the user requesting support is authenticated as a legitimate user, the support request information and the address information of the support computer necessary for connecting to the support computer based on the supporter information are provided,
The supporter is assigned to the support computer so that the support computer can be accessed and the support service can be provided by the supporter.

Further, since the usage status of the provided support service is managed as usage information by the usage information management means and is stored in the server storage means, it is supported universally without specifying the client and the user. Be able to provide services. Furthermore, it becomes possible to manage the usage status of the provided support service as usage information. Furthermore, by the support service management server,
Supporter information of clients that provide support services can be managed collectively, so that users who use support services can connect to a common support service management server and receive support request information, regardless of which client the support is used for. By sending, you can obtain the address of the supporter computer and receive the desired support service. Further, one supporter can support multiple clients.

Further, in the support service management server, the user information stored in the server storage means and the information requested by the support service management server are transmitted from the user computer so that the user can be authenticated. Allows users to authenticate if they are eligible. Further, the user can connect to the support service management server and receive the support service from any user computer in which the support service providing program is installed.

Further, according to the second aspect of the invention, the usage information is actually used because the usage status of the support service is obtained by being transmitted from the support computer to the support service management server. You will be able to accurately grasp the situation.

Further, according to the invention of claim 3, the support service management server, the user information, the usage information,
It is characterized by further comprising a usage fee charging means for charging a user or client a support service usage fee based on the client information regarding the support service provided by the client. It was sold, and the fee for the support service provision program was charged only at the time of sale. Therefore, it is not possible to decide the selling price depending on how much it is used by the client after selling,
It was decided by the estimated usage situation, and even if the actual usage frequency was high, only a certain profit could be obtained. at the same time,
Clients who purchase also had to pay large license fees, regardless of how often they were used. However, since the usage fee a can be charged based on the usage information, both the distributor and the client can
It became possible to pay and request usage fees according to the usage status.

Further, according to the invention of claim 4, the support service management server further includes a supporter search means for searching for a supporter matching the support request information, and therefore a supporter matching the server request information can be searched. Like As a result, it becomes possible to obtain a supporter that best matches the support request information, so that even if the support service is provided to a plurality of clients, it is possible to search for an appropriate supporter that can be supported.

Further, according to the invention of claim 5, the support service providing program installed and used in the user computer is downloaded through the network, so that the support service providing program is downloaded to the user computer through the program storage medium. Installed
Since it is supplied to the user, the support service providing program can be obtained from any computer as long as the computer can be connected to the Internet. Therefore, even if a user who does not have a support service providing program wants to receive a product description while browsing the website where he / she can connect to the Internet and receive the product description using the support service, Through the Internet, the support service providing program can be downloaded, installed on the own computer, and the product description can be received. For example, it becomes possible to obtain various support services by obtaining a support service providing program while staying at home.

Further, according to the invention of claim 6, the user is a first registered user who is a qualified user of the support service or a first unregistered user who is an unqualified user, and the user authentication means is , For unregistered users,
By giving the user management identification code for individually identifying the user and registering the first user information associated with the predetermined user management identification code, the use qualification for the support service providing program is given, and the first registered user is given. Requests the given user management identification code to identify the user, refer to the first user information, and perform the first user authentication for the user who satisfies a predetermined condition. Since the user has the means, it is possible to obtain the user management identification code and register the first user information even if the user who has transmitted the support request information and is connected is not a user. Furthermore, if the user is a qualified user, the first user information stored in the support service management server, which is a legitimate user, or the support request information is referred to, the required information is requested, and the predetermined condition is satisfied. You will be able to authenticate a legitimate user with what you meet. This allows
In the support service management server, individual users can be managed no matter where they are connected.

Further, according to the invention of claim 7, the first registered user is the second unregistered user who is an unqualified user for the client, or the second registered user who is a qualified user for at least one client. It consists of registered users of. The user authenticating means performs the second user authentication in the second user authenticating means, and when the user is not the second registered user of the client according to the support request information, a predetermined first associated with the user management identification code. By registering the second user information, it becomes possible to give the usage qualification to the client. On the other hand, if the user is the second registered user, the second user authentication is performed for the user who satisfies the predetermined condition by the support request information, the client information, and the second user information, so that the usage qualification can be authenticated. become.
As a result, it becomes possible to authenticate the usage qualification of the user for each client, and it becomes possible to operate the support service system without specifying the client.

Further, according to the invention of claim 8, the user information is composed of the first user information, and if the user information is already registered with at least one client, the second information is obtained.
Since the user information is further included, it is possible to authenticate the usage qualification for the client by referring to the user information.

Further, according to the invention of claim 9, the first user information is the user management identification code given by the first user authentication means, the information necessary for predetermined authentication, and the individual information of the user. Since the first user information is provided, the user can be individually identified and user authentication can be performed. .

Further, according to the invention of claim 10, the second
The user information of includes the user management identification code, the name of the client who is qualified to use the support service, and the predetermined information necessary for obtaining the authentication specified by the client. The first user information can be uniquely associated with the user management identification code.

Further, according to the invention of claim 11, the support request information is further provided with a user management identification code when the user is the first registered user, so that the user is individually identified when requesting support. When the user registration has already been completed, the user can be uniquely and promptly authenticated.

Further, according to the invention of claim 12, the use information is at least one of a user management identification code, a support compatible client name or a support type, a support service providing time, an amount of information provided, or a number of times of providing. Since it is configured, by referring to the usage information,
Users will be able to understand how much support service of which client has been used. As the unit for grasping the usage amount of the support service, the number of times of use, the usage time, and the amount of usage information can be grasped at least one type, so all the information may be grasped and the support provided. Depending on the service, the most appropriate usage amount grasping unit may be used.

Furthermore, according to the invention of claim 13, the usage information is managed for each user management identification code or for each client, so that the usage status for each user can be easily grasped. Become. Further, since the usage information is managed for each client, the usage status of the support service system for each client can be grasped. By using these pieces of information, it becomes possible to charge not for each use but for each user and each client.

Further, according to the invention of claim 14, since the client information comprises information on the form of the support service provided by the client and information on the support usage fee system, it is possible to set the fee system for each client. Become. Therefore, it becomes possible for each of the clients to have its own fee structure for the plurality of clients.

According to the fifteenth aspect of the invention, the client can connect to the support service management server via the network so that the client computer can access the support service management server. Further, the client information can be transmitted to the support service management server via the network, and the support service management server can receive the transmitted client information and store it in the server storage means. Further, the client requests the transmission of the usage information regarding the support service provided by itself, and the support service management server can transmit the usage information regarding the client in response to the request. Therefore, the client can revise and update its own information anytime, anywhere, request the usage status from the support service management server,
You will be able to understand the usage status of the support services that you provide.

Further, according to the invention of claim 16, the support service use charge is the support service providing charge,
Alternatively, since the support service providing program usage fee is used, the support service providing program usage fee and the support service providing program usage fee can be charged according to the usage status. This makes it possible to separately charge the support service usage fee and the support service providing program usage fee. Therefore,
The developer of the support service providing program can realize the fee system according to the client's request, and can independently charge the usage fee of the support service providing program developed by the client.

Furthermore, claim 1 according to the invention of claim 17
Or, to the support service management server used in the support service management system according to claim 2,
When the program according to the invention of 5 is installed and used, the supporter information, the user information, and the client information can be registered and stored in the server storage means. Further, the usage information can be received from the support computer via the network and managed by the usage information management means of the server computing means. In the server connecting means, when a connection request is made from an information device connected to the network via the network, it becomes possible to mutually connect via the network. Further, the support request information and the user information transmitted from the user computer enables the user authentication means of the server calculation means to perform the user authentication. The address information of the support computer can be transmitted to the user authenticated as the authorized user by the transmission means for transmitting the address information of the supporter to the user computer. Further, it becomes possible to receive the request from the client computer and send the usage information to the client computer.

Furthermore, claim 3 according to the invention of claim 18
When the program according to the invention of claim 26 is installed and used in the support service management server used in the support service management system described in (1) above, the usage fee billing means in the server computing means can identify the user based on the usage information and the client information. , You will be able to charge the usage fee to the client.

Furthermore, claim 4 according to the invention of claim 19
Or, to the support service management server used in the support service management system according to claim 5,
When the program according to the invention of 7 is installed and used, in the supporter search means in the server calculation means, the support request information and the supporter information enable
You will be able to search for supporters. further,
The support service providing program can be downloaded via the network.

Furthermore, claim 6 according to the invention of claim 20
When the program according to the invention of claim 28 is installed and used in the support service management server used in the support service management system described in item 1,
It becomes possible to authenticate whether the user is the registered user or the first unregistered user. Further, when the first user is also a registered user, a predetermined information is requested and received by the user computer to give a user management identification code, the first user information is registered, and the user is used as an authorized user of the support service. You will be able to qualify.

Furthermore, claim 7 according to the invention of claim 21
When the program according to the invention of claim 29 is installed and used in the support service management server used in the support service management system according to any one of claims 16 to 16, the second of the user authentication means in the server computing means is used. The user authentication means can perform the second user authentication.

Furthermore, claim 1 according to the invention of claim 22
When the program according to the invention of claim 30 is installed and used in a user computer used for the support service management system according to any one of claims 16 to 16, the user computer uses the user computer connecting means to connect via a network. The information devices connected to the network can be connected to each other so that they can access each other. Further, it becomes possible to connect to the support service management server and send the support request information for requesting the support service. Further, it becomes possible to transmit information necessary for user authentication in response to a request from the support service management server, and it becomes possible to perform user authentication. When the user authentication is performed and the use qualification is confirmed, the address information of the support computer is received from the support service management server, and the support computer can be used via the network. Further, in the voice transmitting / receiving device from the support computer connected via the network, the voice signal of the supporter is received from the network, is output to the user computer as voice, and the voice of the user is input to the network as the voice signal. It becomes possible to send, and in the image data sending means,
The data on the screen of the user computer is transmitted to the network, the operation input of the support computer is received via the network, and the remote operation input means can be used as the operation input to the user computer. You will be able to receive support.

Furthermore, when the program according to the invention of claim 31 is installed and used in the support computer used in the support service management system according to any one of claims 1 to 16 according to the invention of claim 23, The support computer can be connected to the information equipment connected to the network so as to be mutually accessible through the network by the support computer connection means. It becomes possible to receive the address information of the user computer from the support service management server connected via the network and connect to the user computer via the network. Further, the voice transmitting / receiving device can receive a user's voice signal from the network, output the voice signal to the support computer, input the voice of the supporter, and transmit the voice signal to the network. Furthermore, the image data receiving means can receive the data on the screen of the user computer via the network and use it as its own image data. Furthermore, the remote operation output means enables the operation input of the support computer to be transmitted via the network and used as the operation input for the user computer. Further, it becomes possible to transmit the usage status of the support service to the support service management server. As a result, the support computer can perform the support service business.

Furthermore, claim 1 according to the invention of claim 24
When the program according to the invention of claim 32 is installed and used in a client computer used in the support service management system according to any one of claims 16 to 16, the client computer accesses the client computer via a network. It becomes possible to connect to the information equipment connected to the network. The information transmitting means can transmit the information to the information equipment connected via the network, and the information receiving means can receive the information transmitted from the information equipment. Further, it becomes possible to transmit the own client information to the support service management server, request the support service management server to transmit the support service usage information, and receive the transmitted usage information.

[0065]

BEST MODE FOR CARRYING OUT THE INVENTION The present invention will be described below based on specific embodiments. FIG. 1 is an explanatory diagram showing the connection relationship. 2, FIG. 3, FIG. 4, and FIG. 5 are connection block diagrams for explaining the configuration of an apparatus that realizes the present invention.

The standard operation and connection of the present invention will be described with reference to the drawings. The user computer 20a is installed in a general company or home, and a personal computer or the like is used. The user computer 20a is a public network 8, a local area network (LAN), or an internet network 7a including a wide area network (WAN) and an Internet service provider (ISP).
The user computer connection means 25 connects to the support service management server 50 via the.

The support computer 30a may be anywhere as long as it can be connected to the internet network 7b.
It is connected to the support service management server 50 via the support computer connection means 35 and the Internet 7b, and for example, a personal computer or the like is used. When installed at home, supporters
You will be able to carry out your own support work. When installed in a support center, the support service management server 50 may be connected via a LAN instead of the Internet. Further, the client computer 40a is installed in a client office or the like, and the client computer connection means 4
5, the public line 8, and the Internet 7c are connected to the support service management server 50. For example, a personal computer or the like is used.

The support service management server 50 is installed in, for example, a support center, and the user computer 20a and the support computer 30 are connected via the server connecting means 63, the public line 8 and the internet 7a.
a, the client computer 40a is connected so as to be accessible. The server connection unit 63 can simultaneously connect to a plurality of information devices.

The support service management program according to the present invention is installed and used in the user computer 20a, the support computer 30a, the client computer 40a, and the support service management server 50, respectively. Also, these programs are started under a general-purpose OS such as, but not limited to, Windows. Regarding the support service management server 50, an OS that realizes a server function is selected from among Windows OSs, and a computer that realizes a server function is used.

First, the user is the user computer 20.
When support is required in a, the support service management server 50 can be connected by clicking the start icon 70 of the support service providing program displayed on the screen. When you need support, for example, if you want to receive explanations about the shopping website you are browsing about products and how to purchase, if you want to receive support about the operation of the application program you are using, support service For example, receive learning guidance using. If you are browsing a shopping website, you will be connected to a supporter who can explain your product. The startup icon is displayed on the window of the website or application corresponding to the support service providing program. When the user has completed the first user registration from the support service providing program by clicking the start icon, the support request information including the user management identification code is transmitted from the user computer 20a to the transmitting means 2 (23). Sent by. The support service management server 50 uses the user management identification code information stored in the user information storage means 59 of the server storage means 57 to authenticate whether or not the user is a legitimate user in a state of needing support.
When it is determined that the user is an authorized user, an appropriate supporter is searched by the supporter search means 55.
In the support service management server 50, the address information of the support computer 30a is transmitted to the user computer 20a, and the support computer 30a
The address information of the user computer 20a is transmitted, connected to each other, the screen and the operation are shared, and the support using the voice becomes possible. In this case, the sharing of the user's screen is explained by taking a Windows OS as an example, and it is possible to share only the window of the activated application. Share and support the desktop image itself. For example, both the user and the supporter operate the user computer by viewing the image itself of the screen of the user computer seen by the user on the screen of the support computer. Therefore, it is also possible for the supporter to start the explorer of the user computer from the support computer, display the list of programs installed in the user computer, and start any program.

After the support ends, the support computer 30a transmits the support utilization status, which is the support record, so that the actual support utilization status is stored in the utilization information storage means 62, and the utilization information management is performed in the support service management server 50. It is managed by means 68.

Further, the support service usage fee, which is composed of the support service providing program usage fee using the support service providing program and the support service providing fee, is the client information according to the request of the client providing the support and the support usage. Based on the information, the usage fee charging means 54 calculates and charges the user and the client respectively. For example, regarding support for operating the application program, a certain free period is provided, during which the user can receive free support, and the client determines the usage record of the support service providing program. Accordingly, the usage fee of the support service providing program is paid to the developer of the support service providing program. In addition, when the client uses the support service to provide the learning guidance, the user obtains the learning guidance through the support service. Therefore, the user pays the support service providing fee including the learning guidance fee, and the client Pay the usage fee of the support service providing program to the developer according to the usage status of the support service providing program. in this case,
The system may be such that the user pays the support service providing fee as a lump-sum tuition fee, then connects at a time convenient for the user and receives support until the predetermined curriculum ends. The method of paying the support service providing fee of the user may be, for example, online payment of a usage fee using a credit card or account transfer. Further, when the client uses a service charge collection agency service of a telephone company or the like, the method may be followed. The payment of the usage fee of the support service providing program from the client may be collected for a certain period of time, and the electronic settlement method may be used. In any case, there are several payment methods and they are well known, so they will not be described in detail here.

Next, an example of the structure of information used in the present invention will be described. Since the description here is one example, the present invention is not limited to this, and necessary information may be further added. Here, no explanation will be given for obvious items such as addresses, telephones, and facsimile numbers.

The supporter information in FIG. 8A is composed of a supporter number, a supporter name, support availability, support availability time, support content, address information, supporter's personal information, telephone number, facsimile number, e-mail address, etc. It Support availability is, for example,
ON when the supporter is in a standby state that can support at any time
It is turned off when the support work is suspended. The support service management server 50 selects a supporter to be connected to the user from the supporters in the ON state. The support response time is for selecting a supporter by referring to it so that the support cannot be lost in the middle of the time, such as when conducting learning instruction and when one support time requires a certain time. . The support content is composed of a corresponding client number, and indicates the support content that the supporter can support. Also,
Here, for the sake of clarity, the client number is used, but the content supported by one client is
Since the number is not limited to one, when there are two or more types, the client number is given to the clients of several companies corresponding thereto. In other words, the software house support sells multiple applications,
If a single supporter can support multiple applications, then multiple client numbers are stored here. The address information is information for the user computer to connect to the support computer of this supporter. Here, an example of the configuration of each supporter information is shown, but in order to facilitate the search of the supporter, the supporter search information extracted by the client number and the support content may be separately provided. Further, it may have supporter search information composed of supporters that can be handled at present.

Next, the client information of FIG. 8B is the client number, client name, support type, support support period, support support time, support unit price, support content, usage fee payment method, URL, telephone, facsimile number, It consists of an e-mail address and program usage fee payment information. The client name includes the company name of the client that constitutes the client number and the application name. It consists of the actual name and the number assigned for management. The support type is a type of support provided. For example, when providing application support, the software house often prepares a plurality of support plans. For example, the free period,
After the free period, you can pay in advance for any number of times you can receive support, pay the usage fee each time you use support, and so on. As described above, it is according to the type such as the case where a plurality of plans are prepared, and the type of support provision other than this is also possible. Furthermore, it consists of a fee, a corresponding period, a unit price, and a content for each prepared support plan. If there is more than one, they are all registered here. further,
The usage fee payment method depends on the type of support
When a usage fee is incurred, it is information indicating a payment method. If there are multiple payment methods, multiple registrations have been made,
Selected by the user. The payment method selected by the user from the payment methods shown here is registered in the usage fee payment method of the second user information. Here, for simplicity, three types of A, B, and C are illustrated.
Further, as the user authentication information, the conditions required for the client to perform the second user authentication, the information structure, and the like are registered. The URL is the address of the website operated by the client, if any. The program usage fee payment information is the method by which the client pays the usage fee to the developer of the support service providing program,
This is information about the charging method such as conditions.

Next, the first user information shown in FIG. 9A is user management identification code, user name, user number, authentication password, address, telephone, facsimile number, e-mail address, gender, age, usage fee payment. It is composed of information. The user management identification code is a code added to identify each user individually, and is, for example, a code composed of alphanumeric characters and symbols. The user number is an individual number assigned to the user separately from the user management identification code and is used for managing user information. The authentication password is a password used when performing the first user authentication. Further, the usage fee payment information is information such as a credit card number when the user pays the usage fee. This is information that is registered according to the wishes of the user, and when the method of making payment each time it is used is selected, that information is registered.

Next, the second user information shown in FIG. 9B consists of the user management identification code, the number of registered clients, and the second user registration information for the user registered client numbers # 1 and # 1. The second user-registered client number and the corresponding second user registration information are managed as the second user information for all the clients registered by the second user. The user management identification code is information uniquely associated with the first user information. The number of registered clients is information for managing the second user information, and is a numerical value indicating how many clients are registered as users.

The user-registered client number is the client number for which the user has connected to the support service management server 50 to receive support and has completed the second user registration. The second user registration information corresponding to the second user-registered client number is the registration date of registration, the type of support corresponding to the client information, the ID required for authentication when receiving support as a user, Password, when receiving the appropriate support,
If a usage fee is incurred, it is composed of the usage fee payment method relating to the payment method, and if the usage fee is not incurred, that information.

Next, the support request information shown in FIG. 10A is information that the user sends when requesting support. If the user is a first user registered user, the user management identification code is displayed. If the user is not a registered user, the user management identification code is not displayed. Next, the client number you want to support, the type of support you want,
It is composed of user address information, which is own address information, and the like. The client number and the support type are connected to the support service management server when the user desires the support service and clicks the support service start icon on the screen of the user computer, and the support number is displayed on the screen of the user computer. A menu of services is displayed, and by selecting the support service desired by the user from the menu,
You may select a desired service.

Next, the usage information is information on the results of using the support, and each piece of information includes a user management identification code, a client number corresponding to the support, and support content for the client number. Here, an example of usage information collected for each user is shown. It is a collection of all the user management identification codes and the information of the clients that support the corresponding user. For example, the support content includes the number of times, support date and time, time, amount of information provided, support type, and the like. Here, the user management identification codes are summarized, but may be summarized for each client number, or may be summarized for each certain period. Using the usage information, support is provided, usage status is grasped, and charging is performed according to the usage status.

The above information is an example of the minimum required information, and other information may be extracted or added if necessary.

The above-mentioned public line 6 is a public telephone line as an example, but a line using a cable TV or the like, AD
Even if it can be connected to the Internet network via SL, an optical fiber network, LAN, WAN, etc., it may be any one that can be similarly connected to the Internet network.

The configuration of the system described above is an example, and the support service management server 50 is described as one computer for the sake of simplicity, depending on the capacity of the computer, the installation conditions, etc. If it is large, it may be composed of a plurality of computers connected by a LAN or the like.

Next, the initial screen displayed on the screens of the user computer 20a and the support computer 30a will be described. In FIG. 6, a button 74 is a button for setting an environment for using this support service for the user computer 20a. For example, a button for setting a connection address to the support service management server, a password, and the like. The button 12 is used by the user computer 20a to the support computer 30a.
This is a button for instructing to request a support service. The button 73 is a button for instructing sharing of the startup application. The button 71 is a button for instructing sharing of the chat function with the support computer 30a. With the chat function, if the user is accustomed to typing, mutual input with the supporter enables more accurate information exchange. The button 72 is a button for instructing sharing of the whiteboard function with the support computer 30a. The whiteboard function makes it possible to share drawing data. It is used as a tool for exchanging character information in the case of illustration and description or in the case of a user unfamiliar with typing input. A mouse, a tablet, a pen, etc. are generally used as the input tool, but the input tool is not limited to this. The button 75 is a button for instructing the support service management server to end the use of this support service.

The screen of the support computer 30a is shown in FIG.
It is shown in. In FIG. 7, a button 77 is a request permission button that enables a support service to the user computer 20a. The button 78 is a permission button that allows connection to the user computer 20a via the Internet. The button 79 is a button for instructing to refuse the connection between the support service management server and the support computer 30a via the Internet. The buttons 77 and 79 allow the support computer 30a to set whether to connect to the support service management server. Button 80
Is a button for instructing to end this support service management system. The button 77 is a button for setting an environment for connection to the support service management system and information as a registration supporter. For example, a button for setting a connection address to the support service management server, a client corresponding to a password, and the like.
The same numbers as in FIG. 6 have the same functions.

Next, the processing procedure of the support service management system will be described in detail with reference to the flowchart.
The devices used in this system perform various processes other than this system, but here, only the characteristic points related to the present invention will be described, and other than that, for example, the connection processing procedure to the network etc. Are generally well known and will not be described in detail.

First, the processing procedure of the user computer 20a will be described with reference to the flowcharts of FIGS. 11, 12, and 19. In step 100, a support service start screen as shown in FIG. 6 is displayed.
When the user clicks the request button 70, it is determined in step 102 that the support service has been requested. In step 104 it is checked if the support service is continuing. If the support service is not provided, in step 106, the network including the Internet is connected. In step 108, the support service management server is connected. In step 109, the support request information is transmitted. In step 110, first user authentication is performed. For user authentication procedure,
Since it will be described in detail later along with the procedure of the support service management server, it is assumed here that only the result of the first user authentication is OK or not in step 111. If the first user authentication is OK in step 111, then the second user authentication is performed in step 112. In step 113,
If the second user authentication is determined to be OK, step 11
At 4, the supporter address information transmitted from the support service management server is received. Step 116
At, in accordance with the transmitted supporter address information, the support computer is connected. Step 118
In, the information other than the voice is transmitted and received to and from the support computer, and the image information and the operation are shared. Image data (step 550), command data (step 55
2), operation data (step 556) is transmitted and received.
As a result, the user computer 20a receives the command data from the support computer 30a (step 552), transmits the data of its own screen to the support computer 30a (step 554), and the support computer 30a receives the screen data. Then (Step 5
50), the same screen as the screen of the user computer 20a is displayed on its own support computer 30a.

In step 120, it is checked whether or not voice communication with the supporter is possible, and if possible, voice communication is performed in step 122.

On the other hand, in the support computer 30a,
In step 214, transmission / reception processing of voice data is performed.
This enables the microphone 20a of the user computer 20a.
The audio signal input from m is sampled, transmitted to the support computer 30a, and output as sound from the speaker 30as of the support computer 30a. In addition, the microphone 30 of the support computer 30a
Similarly, the audio signal input by am is sampled and transmitted, and the speaker 20as of the user computer 20a is transmitted.
It is output as a voice to. Microphone 20am, speaker 2
0as is a part of the voice transmitting / receiving device. In this state, voice communication is possible. With this half-duplex method, audio data can be transmitted together with other data. It should be noted that when sampling and transmitting voice data, even if it is continuous voice, since there is a large amount of free time, other data can be transmitted and received using the free time. Since such a transmission / reception method is already well known, its description is omitted.

First, the supporter hears the user's request for support by voice. For example, if you want voice commentary, screen operation, whiteboard or chat support, and if you need support using the application you want, please do as much as possible. hear. Then, any one of the corresponding application sharing button 73, the chat button 71, and the whiteboard button 72 is clicked to prepare the corresponding function and, if necessary, the application. or,
If necessary, the screen including the desktop of the user computer can be shared, and in this case, the supporter can also start the necessary application of the user computer. The support computer displays a screen of the user computer on which the supporter or the user operates the user computer.

In step 124, the screen is controlled by the input operation. In step 126, it is determined whether or not the support is completed. If it is determined that the support is not completed, the process returns to step 104 and it is determined whether or not the support is continued. If it is continuing, data other than voice is transmitted and received to and from the support computer, and the above-described processing is repeated. Step 118 if you have support
Therefore, step 126 is repeated at every minute time interval.
As a result, voice, operation input, and images can be shared to receive support.

When the end button 75 on the screen is clicked by the user, it is judged in step 126 that the support is ended. If it is determined that the support has ended, in step 128, support service end processing is performed. Here, the support computer is contacted and the support usage status is reported. Further, the disconnection process with the support computer is performed. In step 130, other processing is performed, and in step 132, it is determined whether the user computer has ended. If it is determined that the user computer has ended, the user computer ends. The above-mentioned report of the support utilization status may be notified by e-mail after the support is terminated and the connection is disconnected.

Next, the processing procedure of the support computer 30a will be described with reference to the flowcharts of FIGS. In step 200, the support computer displays the initial screen of the support service shown in FIG. 7 and stands by for connection. In step 202,
If it is determined that the support service management server 50 has called, in step 204, connection processing is performed with the support service management server 50. Step two
At 06, the address information of the user transmitted from the support service management server 50 is received. A connection is made with the user computer based on the user's address information (step 208). In step 210, data other than the voice of the user computer is transmitted and received. Step 21
At 0, it is determined whether or not voice communication is possible. If yes, at step 214, voice transmission / reception processing is performed. In step 216, operation input is performed. The operation input performed in step 216 is the input of step 210.
In the above, it is transmitted to the user computer and becomes an operation input for user computer conversion, and the screen display changes as a result of the operation input in the user computer. The changed screen display is sent to the support computer,
The input to the support computer is confirmed by looking at the screen display of the user computer on the support computer. Further, the operation input by the user to the user computer becomes a screen display on the user computer at the time of the input, and the changed screen display is transmitted to the support computer, so that the operation input by the user is confirmed.

Regarding the operation input in the user computer and the support computer, for example, the priority of the operation input is given to the one clicked on the screen with the mouse. For example, when the user has difficulty in inputting, the supporter clicks with the mouse to provide input support.
At the same time, an explanation is given by voice, and then, after the user clicks with the mouse, following the input of the supporter,
Support such as input is provided. Step 218
Thus, it is determined whether there is a support end signal from the user. Until the end signal is turned on, steps 210 to 218 are repeated at every minute time interval to provide support. When it is determined in step 218 that the support is finished, the user computer 20a
A usage report is transmitted (step 219). In step 220, the connection with the user computer 20a is disconnected and the support service management server 50 is connected. In step 222, support service end processing is performed. In the support service termination processing, the usage status is transmitted to the support service management server 50, and the connection with the support service management server 50 is disconnected. Here, when the support ends, the line is disconnected once, but if the condition of the line permits, it may be left connected.

Next, the processing procedure of the support service management server 50 will be described with reference to the flowcharts of FIGS. 15, 16 and 17.

First, in step 300, the support service request from the user computer 20a is checked. When it is determined that there is a request, in step 301, the user computer 20a is connected. In step 302, support request information is received. In step 303, the information required for the first user authentication is set from the support request information. If the user management identification code is set in the support request information, the user management identification code is set. In step 304, the first user authentication means 5
At 3a, the first user is authenticated. User authentication will be explained in detail later, so here,
Assuming that only users who are qualified to use are judged
Continue the explanation. In step 305, it is determined whether the user is the first registered user, and if it is determined that the user is qualified to use, in step 306, in order to perform the second user authentication, the user management identification code and the desired support service Set the client number and support type. In step 307, the second user authentication means 53b authenticates the second user. At step 308, it is determined whether the second user authentication was OK. In step 309, based on the received support request information, the supporter search means 55 searches for a supporter with a corresponding client number that is currently capable of support work. The corresponding support computer 30a is called by step 310. In step 312, it is checked whether or not the support computer 30a can be connected, and if it is determined that the connection is possible, then in step 314, the support computer 30a is connected. If the connection is not possible, the support computer is searched again to find the connectable support computer 30a. In step 316, the user address information of the user computer 20a is transmitted to the support computer 30a. In step 318, the address information of the support computer 30a is transmitted to the user computer 20a. In step 320, the connection with the user computer 20a and the support computer 30a is disconnected. In step 322, it is determined whether there is a connection from the support computer 30a. When it is determined that there is a connection, in step 324, the support computer 30a is connected. In step 326, a support utilization report is received. Further, in addition to the usage status report, the change of supporter information such as change of support content by the supporter is also received. In step 328, a disconnection process with the support computer 30a is performed. In step 330, the usage information management unit 68 manages the update of the usage information and stores it in the usage information storage unit 62. As will be described in detail later, in step 332, the usage fee charging means 54 performs the processing for charging the usage fee based on the usage information. Next, in step 334, the connection from the client computer 40a is checked. If there is a connection, the client computer 40a is connected in step 336. In step 338, the client computer 40a
Support usage information will be sent in response to a request from. As another example of transmission / reception of information, for example, supporter information about an application newly supported by the client is also transmitted / received here. Further, the user information is registered by the support service management server 50. However, it may be transmitted from the client computer 40a and registered. For example, in the case of being transmitted from the client computer 40a, when a support service is provided to a user who has already been registered as a user, the user who wants the support service at the time of user registration with the client, etc. is there. In step 340, when the transmission / reception is completed, the disconnection process is performed. In step 342, it is determined whether the server job is completed. If it is determined that the server job is completed, in step 344, the server job end process is performed. Generally, a server operates 24 hours a day, 365 days a year, but there is a case where the server operation is temporarily interrupted due to data rewriting and maintenance. Also in this case, the received information such as the client information and the supporter information is collectively updated in step 346. In step 348, it is determined whether the support computer is terminated, and if it is terminated, the process is terminated. If not completed, step 300 to step 410 are repeated at every minute time interval.

Next, the processing procedure of the client computer 40 will be described with reference to the flowchart of FIG. Here, the processing procedure of only the part related to the support service management system will be described. Step 4
At 00, it is determined whether or not a connection request is made to the support service management server 50, and if it is determined as a connection request, at step 402, connection processing is performed to the support service management server 50. Step 404
In, information is transmitted to and received from the support service management server 50. For example, client information, supporter information that supports the support service provided by the client, and when the client performs user registration for its own user, at the same time, provides the support service to the user who desires the support service. The first user registration and the second user registration of the decided user are performed. These are transmission of user information and the like, and reception of usage information. If it is determined in step 406 that the transmission and reception of information has been completed, then in step 408, connection disconnection processing with the support service management server 50 is performed. In step 410, other processing is performed. Step 412
In step 1, steps 400 to 410 are repeated at every minute time interval until it is determined that the client computer 40 has ended.

Next, the processing procedure of the transmission / reception processing of data other than voice will be described with reference to the flowchart of FIG.

For data other than voice, step 5
At 50, image data transmission / reception processing is performed, and screen data is transmitted from the user computer 20a to the support computer 30a by the image data transmission means 23a,
In the support computer 30a, the image data receiving means 34a receives the image data and makes the screen common. Next, in step 552, command data is sent from the support computer 30a to the remote control output means 32b.
The user computer 20a outputs the received data to the computer by the remote operation input means 22a. For example, activation and termination of chat, activation and termination of whiteboard. In step 554, the image change according to the command data is transmitted from the user computer 20a to the support computer 30a, and the support computer 30a receives it. The screen is shared again. further,
In step 556, similarly, the remote control output means 3
2b, operation data such as an input from a mouse or a keyboard, an input to a whiteboard, etc. is transmitted from the support computer 30a to the user computer 20a by the remote operation input means 22, and the user computer 20a receives the operation data. In step 558, the image information changed by the received operation data is displayed on the user computer 20a.
To the support computer 30a, and the support computer 30a receives. By repeating the above processing, the user computer 20a and the support computer 30a can always share the screen and the operation.

Next, the procedure of user authentication by the user computer 20a and the support service management server 50 will be described with reference to the flowcharts of FIGS. First, in the support computer 30a, the user authentication means 53 receives the user authentication information in step 360, and the user authentication means 53 receives the first user authentication information.
Which of the second user authentications is to be authenticated is set.
In step 362, the user management identification code information is referred to. Next, in the case of the first user authentication, the user management identification code of the first user information, and in the case of the second user authentication, the client number of the support request information and the registered client of the second user information. By referring to the number, it is determined in step 364 whether each user registration has been completed. In the case of the second user authentication, the corresponding client information is further referred to, and it is determined whether it is within the support support period or compared with the registration date. If the support period has expired, renewal procedures will be taken. If you have completed user registration, step 3
At 76, request transmission of the password. In step 160, the user computer 20a receives the password request and transmits the password. In step 378, the password is received. In step 380, the password is checked. If the password is correct, step 382
At, user authentication OK processing is performed. On the other hand, if the user registration is not completed, in step 366, if the first user registration is performed, the first user registration is performed.
In the case of the second user registration, the user information request is transmitted to the user computer 20a. On the other hand, the user computer 20a determines in step 152 whether the user registration request information has been transmitted. If the request has been sent, in step 154, the user determines whether to perform user registration. If you do not register as a user, an error occurs and the process ends. When registering a user, in step 156, the user registration information corresponding to the request from the support service management server 50 is input and transmitted. Support service management server 50
Then, in step 368, it is determined whether or not the user registration information has been transmitted, and if the user registration information has not been transmitted, the processing ends as an error. If the user registration information is transmitted, in step 370, the transmitted information is registered, and the first user information,
Complete the user registration by referring to the client information and requesting the information required for registration. In step 372, it is determined whether the user registration has been completed normally. If the user cancels user registration midway, an error will occur here. In step 374, the user registration completion is transmitted to the user computer 20a, and in step 376, the password request is transmitted. The case where the user registration request is not transmitted to the user computer 20a is the case where the user registration is performed. In step 158, it is determined whether the user registration completion signal has been transmitted, and if completed, step 1
Proceeding to 60, after receiving the password request, the password is input and transmitted. Step 162 Step 1
At 64, a password confirmation process is performed with the support service management server 50. The support service management server 50 receives the password in step 378, and checks in step 380 whether the password matches the password of the first user information or the password corresponding to the client number of the second user information and matches. In this case, in step 382, user authentication OK processing is performed and user authentication is completed. If they do not match, authentication with the user computer 20a is continued.
In step 164 of the user computer 20a,
If the processing ends in error, in step 166,
Performs authentication error termination. If the password is authenticated, in step 168, user authentication OK processing is performed.

In the user authentication process, if the user is not registered, the user is registered and registered in the user information. Both the first user information and the second user information are made up of a plurality of pieces of information as described above. Therefore, by requesting the data input from the support service management server 50, the user can be accurately identified. Allow input.

Next, the processing procedure of the usage fee charging processing will be described with reference to the flowchart of FIG. The usage fee charging process may be performed, for example, every time support is provided, or may be performed once a week, once a month, or the like. Depending on the type of support provided by the client, the user may be charged by designation of the client and selection by the user. On the other hand, the charge for the support service providing program usage fee, which is the charge to the client, follows the agreement between the support service providing program developer and the client.

For simplicity, one user management identification code will be described. Actually, the usage fee is charged as described below for all the user management identification code information. Further, with respect to the usage information, for example, when the usage fee billing process is completed, the billing mark is added. First, in step 500, referring to the user usage information, the client number, support date and time, support type, and support amount are obtained for each client number. In step 502, the user information is referred to by the user management identification code obtained from the usage information, and the registration date, support type, and usage fee payment method are obtained from the registration information based on the user-registered client number. Step 504
Refers to the client information of the client number registered in the usage information. Obtain the support unit price by referring to the item of the support type based on the user registration information. Also, according to the program usage fee payment information, usage fee payment conditions (conditions such as information amount, number of times, usage time), and
Get the usage fee payment method. Further, in step 506, the user fee information is referred to obtain the usage fee fee payment information in which the number of the designated account for the usage fee payment is registered. In step 508, the support service use charge and the support service providing program use charge are calculated for each user and each client.

At step 510, according to the user information and the client information, for each user and each client,
Charge the support service usage fee and support service providing program usage fee.

For simplicity, the user computer 20a, the support computer 30a, and the client computer 40a are described as one each, but in reality, a plurality of each is connected. Since each operation is the same, the description is omitted.

In addition to the above-mentioned second user registration method, the user registration may be performed at the time of user registration via a website that is generally performed when an application or hardware is purchased. The client may perform the second user registration as the second registered user at the same time that the client registers as a first registered user in the support service management server with respect to the user who has performed the above.
At this time, contents including support service usage fee,
A second user registration to the support service management server may be completed by displaying a menu for registration in the support service management server when a user wants to receive a service and performing selection by the user. When the client provides a free support service, it may be automatically registered in the support service management server. In this case, from the support service management server,
A registered mail indicating that the second user registration has been performed may be transmitted. By this registered mail, the user management identification code and authentication password, the authentication ID and password for the client are supported, and the service management server determines the default value and informs the user,
It may be used when the support service is used thereafter. Although the password is given a default value once, it may be changed at any time thereafter for the sake of security enhancement.

Further, the support service providing program may be transmitted from the support service management server or the client website to the user whose client has completed the second user registration.

Further, all the registration information except the information for identifying the user, the client, and the supporter in the system described above can be changed as necessary. In addition, the registration information, including information that identifies each,
It can be erased.

Further, the client may independently operate the website and broadly recruit supporters and users. In the support service management server, the website desired by the client is published on behalf of the supporter,
Users may be recruited.

Further, in the above embodiment, for simplicity,
Since it is well known, I did not mention the security system such as encryption for sending and receiving information such as user management identification code, password, etc. good.

Further, in the above-described embodiment, the example is premised that the client, the user, and the supporter belong to different organizations, but they may all belong to the same organization. The developer, the client, and the supporter may belong to the same organization, and only the user may be a customer who does not belong to the organization. Also, the client,
The user belongs to the same organization, and the supporter individually contracts with the developer or the client. For example, the client contracts with an outside specialized supporter and uses it for employee training to the employee of the company. It may be in the form.

Further, the supporter and the user may belong to the same organization and use the service provided by the client. In this case, for example, the client may be a supporter to which the same organization belongs, and the business of providing a connection service for the user. As a specific example, a privately owned study cram school that entrusts client work, a fellowship such as a circle, and the like are conceivable.

As a concrete example using this system, a home English conversation education system, a home language education system,
Home-based learning guidance system, translation service system, product description and sales support system, computer operation guidance system, computer support system, application program operation guidance system, home karaoke singing guidance system, pen tablet and By using the whiteboard function, there is a home-based writing education system, a speaking instruction system, etc.

Further, in the embodiment, the example of the connection by the internet is shown, but when it is used for the in-house training, the connection by the in-house LAN may be used. Any of the connections is via a network including a LAN, WAN, the Internet, etc., and if the connection can be made, it does not depend on the type of network.

Further, any usage method other than the above may be used as long as the supporter can support the user by using the display, voice, or operation of the computer.

Further, although the support fee of the supporter is not mentioned in the above embodiment, the support fee may be paid from the client based on the support record, or if it is a form of working at the support center, the support center will be charged. You may pay the salary as an employee who works.

Furthermore, in the above embodiment, the screen display of the user computer is shared between the user computer and the support computer,
The operation input of both support computers is used as the input to the user computer, and the display of the user computer for the input is confirmed on both computers, and the explanation is based on the user computer based on which the support computer is switched. May support base.

Further, as an example of the user computer,
Although a personal computer has been described as an example, a mobile terminal may be used as long as it is an apparatus that can implement the above programs and functions.

Further, the supporter information, the user information, and the client information are created in a predetermined format by another computer, and then, by a server external storage device (66) via a medium such as a CD-ROM, MO or FD, You may enter.

The above-described embodiment is an example of the present invention, and the present invention is not limited to this. Various modifications can be considered in light of the essence of the invention.

[Brief description of drawings]

FIG. 1 is a connection configuration diagram showing an entire system according to a specific embodiment of the present invention.

FIG. 2 is a configuration and connection block diagram of a support service management server used in a specific embodiment of the present invention.

FIG. 3 is a block diagram of the configuration and connection of a user computer used in a specific embodiment of the present invention.

FIG. 4 is a block diagram showing the configuration and connection of a support computer used in a specific embodiment of the present invention.

FIG. 5 is a block diagram showing the configuration and connection of a client computer used in a specific embodiment of the present invention.

FIG. 6 is an explanatory diagram showing an operation screen displayed on the screen of the user computer.

FIG. 7 is an explanatory diagram showing an operation screen displayed on the screen of the support computer.

FIG. 8 is an explanatory diagram of a configuration example of supporter information and client information.

FIG. 9 is an explanatory diagram of a configuration example of first user information and second user information.

FIG. 10 is an explanatory diagram of a configuration example of support request information and usage information.

FIG. 11 is a flowchart (part 1) showing the processing procedure of the user computer.

FIG. 12 is a flowchart (part 1) showing the processing procedure of the user computer.

FIG. 13 is a flowchart (part 1) showing the processing procedure of the support computer.

FIG. 14 is a flowchart (part 2) showing the processing procedure of the support computer.

FIG. 15 is a flowchart (part 1) showing the processing procedure of the support service management server.

FIG. 16 is a flowchart (part 2) showing the processing procedure of the support service management server.

FIG. 17 is a flowchart (part 3) showing the processing procedure of the support service management server.

FIG. 18 is a flowchart showing a processing procedure of a client computer.

FIG. 19 is a flowchart showing a processing procedure for transmitting / receiving data other than voice.

FIG. 20 is a flowchart showing a processing procedure of user authentication of a user computer.

FIG. 21 is a flowchart (No. 1) showing a processing procedure of user authentication of the support service management server.

FIG. 22 is a flowchart (part 2) showing a processing procedure of user authentication of the support service management server.

FIG. 23 is a flowchart showing the procedure of a usage fee charging process.

[Explanation of symbols]

5 ... Local area network 7 ... Internet network 8 ... Public line 9 ... Management terminal 20a, 20b ... User computer 20am, 20bm, 30am, 30bm ... Microphone 20as, 20bs, 30as, 30bs ... speaker 21, 31, 41, 51 ... Control device 22, 32, 43 ... Control calculation means 22a, 32a ... Remote operation input means 22b, 32b ... Remote operation output means 23, 33 ... Transmission means 23a ... Image data transmitting means 24, 34 ... Receiving means 34a ... Image data receiving means 25 ... User computer connection means 26, 36, 46, 65 ... Input device 27, 37, 47, 66 ... External storage device 28, 38, 48, 67 ... Display device 30a, 30b ... Support computer 35 ... Support computer connection means 40a, 40b ... Client computer 50 ... Support service management server 51 ... Control device 52 ... Server computing means 53 ... User authentication means 53a ... First user authentication means 53b ... Second user authentication means 54 ... Usage fee charging means 55 ... Supporter search means 56 ... Server transmission means 57 ... Server storage means 58 ... Supporter information storage means 60 ... Client information storage means 61 ... User information storage means 62 ... Utilization information storage means 63 ... Server connection means 64 ... Server receiving means 65 ... Server input device 66 ... Server external storage device 67 ... Server display device 68 ... Utilization information management means

Claims (32)

[Claims] 1. A user computer of a user and a support computer of a supporter are connected via a network including the Internet, and the screen of the support computer displays the screen of the user computer connected via the network. Common to the screen of the user computer, the supporter operates the common screen and computer of the user, outputs the supporter's voice to the user computer using the network, and outputs the user's voice to the support computer. By outputting to the user, the user conveys the content of the support desired by voice or via the user computer, and the supporter uses the voice for the desired content of the user or by the common computer. Support through screen, before In a management system of a support service providing system that provides a support service requested by at least one client using a screen and voice of a user computer, a user who uses the support service provides a support service that realizes the support service. The user computer in which the program is installed is connected via the network to the network which stores and manages the address information of the support computer and the supporter information regarding the supporter including the support correspondence content in advance in the server storage means. By connecting to the support service management server so as to be accessible, and sending the support request content and the support request information including the self address information to the support service management server, In the support service management server, user authentication is performed by the user authentication means using the information transmitted from the user computer in response to the request from the support service management server and the user information stored in the server storage means. When authenticated as a legitimate user, the support request information and the address information of the support computer necessary for connecting to the support computer based on the supporter information are provided, the supporter is assigned, and the support computer is accessed. The support service is provided by the supporter, and the usage status of the provided support service is managed as usage information by the usage information management unit and stored in the server storage unit. Support Over door service management systems. 2. The support service management according to claim 1, wherein the usage information is obtained by transmitting the usage status of the support service from the support computer to the support service management server. system. 3. The support service management server charges the support service usage fee to the user or the client based on the user information, the usage information, and client information related to support work provided by the client. The support service management system according to claim 1 or 2, further comprising a usage fee charging unit. 4. The support service according to claim 1, wherein the support service management server further includes a supporter search unit that searches for a supporter that matches the support request information. Management system. 5. The support service providing program installed and used in the user computer is downloaded to the user, via a program storage medium or installed in the user computer, and then the user is provided with the support service providing program. The support service management system according to claim 1, wherein the support service management system is provided. 6. The user comprises a first registered user who is a qualified user of a support service or a first unregistered user who is an unqualified user, and the user authentication means provides a user with respect to the unregistered user. Then, the user management identification code for individually identifying the user is given, and the first user information associated with the predetermined user management identification code is registered to qualify the use of the support service providing program, and the first registration is performed. By requesting the given user management identification code for the user, the user is identified, the first user information is referred to, and the first user authentication is performed for the user who satisfies a predetermined condition. The support service management system according to any one of claims 1 to 5, further comprising a first user authentication means for performing. 7. The first registered user is a second unregistered user who is a non-qualified user for the client, or a second registered user who is a qualified user for at least one of the clients. Yes, the user authentication means, if the user is not the second registered user of the client according to the support request information, by registering predetermined second user information associated with the user management identification code, If the user is a second registered user, the second user authentication is given to a user who satisfies a predetermined condition based on the support request information, the client information, and the second user information. 7. The method according to claim 6, further comprising a second user authentication means for performing. Support services management systems. 8. The user information comprises the first user information, and further has the second user information when user registration has been completed for at least one of the clients. 7. Support service management system described in 7. 9. The first user information includes the user management identification code given by the first user authentication means, information necessary for predetermined authentication, and user individual information. The support service management system according to claim 6, wherein the support service management system is provided. 10. The second user information includes the user management identification code, the name of a client who is qualified to use a support service, and predetermined information necessary for obtaining the authentication designated by the client. The support service management system according to any one of claims 7 to 9, which is characterized. 11. The support request information further comprises the user management identification code when the user is the first registered user.
The support service management system according to claim 10. 12. The usage information comprises at least one of the user management identification code, the support-compatible client name or the support type, the support service provision time, the provision information amount, and the provision frequency. The support service management system according to any one of claims 1 to 11. 13. The support service management according to claim 6, wherein the usage information is managed for each user management identification code or for each client. system. 14. The client information according to claim 3, wherein the client information includes information about a form of a support service provided by the client and information about a support usage fee system. Support service management system. 15. The client connects to the support service management server via the network so as to be accessible by a client computer, and transmits the client information to the support service management server via the network, The support service management server receives the transmitted client information and stores it in the server storage means, and the client requests transmission of the usage information regarding the support service provided by itself, and the support service management The server, on request,
The support service management system according to any one of claims 1 to 14, wherein the usage information on the client is transmitted. 16. The support service management according to claim 3, wherein the support service use charge comprises the support service provision charge or a support service provision program use charge. system. 17. The support service management server used in the support service management system according to claim 1 or 2, stores the supporter information, the user information, the client information, and the usage information. A server storage unit, a user authentication unit, a server operation unit having the usage information management unit, and the network when the information device connected to the network via the network makes a connection request. The support service management server according to claim 1, further comprising: a server connecting unit that connects to each other via a server and a transmitting unit that transmits address information of the supporter to the user computer. 18. The support service management server used in the support service management system according to claim 3, wherein the server computing means further includes the usage fee charging means. Support service management server. 19. The support service management server used in the support service management system according to claim 4 or 5, wherein the server computing means further comprises the supporter searching means. The support service management server according to claim 17 or claim 18. 20. The support service management server used in the support service management system according to claim 6, wherein the server calculation means is the user authentication means,
20. The support service management server according to claim 17, further comprising a first user authentication means. 21. The support service management server used in the support service management system according to claim 7, wherein the server operation means is the user authentication means,
The support service management server according to claim 20, further comprising a second user authentication means. 22. The user computer used in the support service management system according to claim 1, wherein the user computer can mutually access the information equipment connected to the network via the network. User computer connection means for connecting, means for transmitting the support request information for requesting the support service, means for transmitting information necessary for the user authentication in response to a request from the support service management server, and from the network , A voice transmitting / receiving device that receives a voice signal of the supporter, outputs the voice signal to the user computer, inputs the voice of the user, and transmits the voice signal to the network as a voice signal, and data on the screen of the user computer. Image to be sent to the network And a data transmitting unit, an operation input of the support computer and received via the network, a user computer and having and a remote operation input means for operation input for the user computer. 23. The support computer used in the support service management system according to claim 1, wherein the support computer is mutually accessible via the network with an information device connected to the network. Support computer connection means to connect, and receives the user's voice signal from the network,
A voice transmitting / receiving device that outputs as voice to the support computer, inputs the voice of the supporter, and transmits as voice signal to the network, and receives data on the screen of the user computer via the network to display its own image. Image data receiving means as data, remote operation output means for transmitting the operation input of the support computer via the network, and the operation input to the user computer, and the use status of the support service by the support service management A means for transmitting to a server, and a support computer. 24. The client computer used in the support service management system according to claim 1, wherein the client computer is accessible via the network and is connected to an information device connected to the network. A client computer, comprising: a client computer connecting means, an information transmitting means for transmitting information to the information equipment, and an information receiving means for receiving information transmitted from the information equipment. 25. The support service management server used in the support service management system according to claim 1 or 2, wherein the support service information is registered in the support service management server, and the user information is registered. A procedure for registering the client information, a procedure for performing the user authentication, a procedure for updating the usage information, and a connection request from the information device connected to the network via the network. When there is, a procedure for connecting the information device and the support service management server so as to be mutually accessible via a network, a procedure for transmitting the address information of the supporter to the user computer, and the usage information. , Sent in response to a request from the client computer Program used to install the support service management server according to claim 17, characterized in that it comprises a procedure, a to. 26. The program according to claim 25, wherein the support service management server according to claim 18, which is used in the support service management system according to claim 3, further comprises a usage fee charging procedure. 27. The support service management server according to claim 19, which is used in the support service management system according to claim 4 or 5, further comprising a supporter search procedure. The program according to claim 26, which is installed in and used. 28. The support service management server according to claim 20, which is used in the support service management system according to claim 6, further comprising a first user authentication procedure. The program according to claim 27, which is installed and used. 29. Any one of claims 7 to 16
The support service management server according to claim 21, which is used in the support service management system according to claim 21, further comprising: a second user authentication procedure, wherein the support service management server is installed and used in the support service management server. The listed program. 30. Any one of claims 1 to 16
In the user computer used in the support service management system according to paragraph 1, a procedure for transmitting the support request information, a procedure for transmitting information necessary for the user authentication in response to a request from the support service management server, A procedure of receiving address information of the support computer from a support service management server and connecting to the support computer via the network, and transmitting an input voice from the microphone of the user computer to the network, and a voice signal from the network. To output to a speaker of the user computer, a step of transmitting the data of the screen of the user computer to the network, a command from the support computer to the network Program and received, is used to install the user computer according to claim 22, characterized in that it comprises a and a procedure of a command for said user computer. 31. The support computer used in the support service management system according to claim 1, wherein address information of the user computer is received from the support service management server, and the address information is transmitted via the user computer and the network. And a procedure for connecting to the network, transmitting an input voice from the microphone of the support computer to the network, receiving a voice signal from the network, and outputting to a speaker of the support computer, a screen of the user computer A procedure for receiving data via the network and displaying it as data on the screen of the support computer, and transmitting an operation input to the support computer to the network to send a command to the user computer. Procedures and, installed program used by the said support and transmitting usage, support computer and having a to. 32. The client computer used in the support service management system according to claim 1, further comprising: a procedure of connecting to the support service management server via the network; Installed on a client computer, characterized by having a procedure of transmitting to the service management server, a procedure of requesting the support service management server to transmit the support usage status, and a procedure of receiving the support usage status. The program to use.