JP2003281571A - Operation support method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an operation support method capable of improving a user's convenience. <P>SOLUTION: An operation support system 1 comprises a ticket vending machine 2 to be operated by a user P<SB>1</SB>, a monitoring device for monitoring the operating state of the ticket vending machine 2, and a communication line 6 for connecting the ticket vending machine 2 to the monitoring device 4 so as to be capable of transmitting and receiving various pieces of information. The ticket vending machine 2 detects the user P<SB>1</SB>who does not know the operation method, and transmits a connection request to the monitoring device 4. The attendant P2 of the monitoring device 4 which receives the connection request confirms the state of the user P<SB>1</SB>through a display part, and presses a communication button to connect TV telephones 12 and 14. <P>COPYRIGHT: (C)2004,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an operation support method for supporting operation of a device, and more particularly to an operation support method for supporting a user who does not know how to operate a ticket vending machine.

[0002]

2. Description of the Related Art Conventionally, in the station affairs system installed in railway stations, station affairs equipment such as automatic ticket gates and ticket vending machines are connected to a monitoring device installed in a station affairs room, and the operation status of the station affairs equipment Is monitored by a monitoring device.

For example, when an abnormality occurs in a ticket vending machine, the location of the abnormality and the content of the abnormality (error code, etc.) are displayed via the monitoring device.

[0004]

However, when there is a user who does not know how to operate the ticket vending machine, the user stops the station staff nearby or presses the staff calling button to call the staff. There was no other way to deal with it, except to get the instructions directly. For this reason, the user who does not know the call button has no other way than to ask the operation method to other users in the vicinity, and there is a problem that the user lacks convenience.

This problem was particularly serious in unmanned stations where there are no or few staff members.

The present invention has been made in view of the above points, and an object thereof is to provide an operation support method capable of improving the convenience of the user.

[0007]

In order to achieve the above object, according to the operation support method of the present invention, a detection step of detecting a user who does not know the operation method of a terminal, and a communication line via the terminal and the communication line. A notification process for notifying the connected monitoring device that a user who does not know the operation method was detected in the above detection process, and information can be exchanged between the user of the terminal and the monitoring device employee. And a connecting step for connecting the communication line.

[0008]

BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

FIG. 1 is an image diagram for explaining an outline of an operation support system 1 (hereinafter simply referred to as system 1) according to an embodiment of the present invention. Here, multiple ticket vending machines 2 (terminals) installed at railway stations
A system 1 for remotely controlling a vehicle using a monitoring device 4 installed in a station office located away from the ticket vending machine 2 will be described.

The system 1 is a user P1 who uses a railway.
Has a ticket vending machine 2, a monitoring device 4 for monitoring the operating status of the ticket vending machine 2, and a communication line 6 for transmitting and receiving various information between the ticket vending machine 2 and the monitoring device 4. Communication line 6
For example, a WAN line that can send and receive information relating to video and audio for a TV phone, which will be described later, as well as various control information can be used. Also, here 1
Although a single ticket vending machine 2 and a single monitoring device 4 are illustrated, in reality, a plurality of ticket vending machines 2 and a plurality of monitoring devices 4 are connected to the communication line 6.
Shall be connected via.

Video telephones 12 and 14 are attached to the ticket vending machine 2 and the monitoring device 4, respectively. As a result, the user P1 who operates the ticket vending machine 2 and the staff member P2 who operates the monitoring device 4 at a remote location can talk while looking at each other's faces, and the staff member can hear the request from the user, and all the information Can be exchanged.

For example, for a user P1 who does not know how to operate the ticket vending machine 2, a clerk P2 of the monitoring device 4 sends the videophone 1
2 and 14 can be used to teach the operation method. Further, based on the request from the user P1 of the ticket vending machine 2, the operation authority of the ticket vending machine 2 is transferred to the monitoring device 4 side, and the clerk P2 of the monitoring device 4 remotely operates the ticket vending machine 2 to the user P1. Tickets can be issued instead.

FIG. 2 is a block diagram showing the structure of the system 1.

The ticket vending machine 2 has information between a person detection sensor 21 for detecting that the user P1 is standing in front of the ticket vending machine 2, an operation button 22 operated by the user P1, and an employee P2 of the monitoring device 4. The TV phone 12 for exchanging the images, the image analysis unit 23 that analyzes the face image of the user P1 captured by the camera 121 of the TV phone 12, and the display unit 1 of the TV phone 14 of the monitoring device 4.
A storage unit 24 storing character data to be displayed via 43, a timer 25 for counting time for monitoring the state of the user P1, and an interface for connecting to the monitoring device 4 via the communication line 6. Has 26.

The TV phone 12 is for displaying a camera 121 for photographing the face of the user P1, a microphone 122 for inputting the voice of the user P1, and a face image of a staff member P2 who operates the monitoring device 4. It has a display unit 123 and a speaker 124 for outputting the voice of the staff member P2.

The monitoring device 4 includes a call button 41 for connecting the communication line 6 to the ticket vending machine 2 that has been notified that a user who does not know the operation method has been detected, and a user of the ticket vending machine 2 concerned. Videophone 14 for exchanging information with P1,
And an interface 42 for connecting to the ticket vending machine 2 via the communication line 6.

The TV telephone 14 is a camera 141 for photographing the face of the clerk P2, a microphone 142 for inputting the voice of the clerk P2, and a user P1 who operates the ticket vending machine 2 connected via the communication line 6. Display unit 1 for displaying a face image
43 and a speaker 144 for outputting the voice of the user P1.

Next, a first operation example of the system 1 described above will be described with reference to the flowchart shown in FIG.

First, whether or not the user P1 is standing in front of the ticket vending machine 2 is detected by the person detecting sensor 21 (step 1). After it is detected that the user P1 is standing in front of the ticket vending machine 2 (step 1; YES), a preset time is counted through the timer 25, and it is determined whether or not the predetermined time has elapsed. (Step 2).

Then, on condition that the operation button 22 of the ticket vending machine 2 is not operated even after a certain period of time has passed (step 2; YES, step 3; NO), the user P1
It is determined that the user is a user who does not know how to operate the ticket vending machine 2.

At this time, the ticket vending machine 2 searches for the monitoring device 4 having the connectable staff member P2 (step 4) and issues a connection request for connecting the communication line 6 to the monitoring device 4. (Step 5). Upon receiving the connection request from the ticket vending machine 2, the monitoring device 4 displays the face image of the user P1 photographed through the camera 121 of the ticket vending machine 2 through the display unit 143 of the TV phone 14, and the attendant P2. Call attention to.

The clerk P2 who confirms the display portion 143 of the TV phone 14 presses the call button 41 to establish a connection with the ticket vending machine 2 and displays the face image of the clerk P2 on the TV phone 12 of the ticket vending machine 2. It is displayed via the unit 123. In this state, various kinds of information can be exchanged between the user P1 of the ticket vending machine 2 and the staff P2 of the monitoring device 4, and various kinds of information exchange such as an explanation of the operation method is performed between them (step 6). .

The staff member P2 is the display unit 1 of the TV phone 14.
If the user confirms 43 and determines that the connection is not necessary, the connection can be rejected without pressing the call button 41. For example, when a person who does not need anything stands in front of the ticket vending machine 2 (for example, when facing backward),
It is not necessary to connect to the ticket vending machine 2 and explain the operation method to the user P1.

As described above, according to the first operation example, when there is a user P1 who does not know how to operate the ticket vending machine 2, the ticket vending machine 2 automatically detects that and connects to the monitoring device 4. Since the request is issued, the user who does not know the operation method can interact with the clerk P2 simply by waiting without doing anything, and the convenience of the user P1 can be improved. That is, the user P1 can receive the operation explanation by the staff member P2 via the TV phone 12 without operating the staff calling button or the like, and can easily purchase the desired ticket.

Further, the clerk P2 does not need to go to the ticket vending machine 2 to explain the operation to the user P1 who does not know the operation, and the user P1 can use the videophones 12 and 14.
The operation method can be explained, the work load on the staff P2 can be greatly reduced, and the processing time can be greatly reduced.

Further, according to the present embodiment, even the ticket vending machine 2 installed at the unmanned station can be connected to the monitoring device 4 of another station, so that the convenience of the user P1 at the unmanned station is improved. Can be made.

Furthermore, according to the present embodiment, since the monitoring devices 4 at different stations can be connected to all the ticket vending machines 2, the staff P2 at the station where the work is relatively leisurely is operated by the ticket vending machine 2 at the busy station. The operation guide can be provided at that place, and it is not necessary for the staff member P2 of the leisure station to visit the busy station to assist in the business during the busy season.

Next, a second operation example of the system 1 described above will be described with reference to the flowchart shown in FIG.

First, whether or not the user P1 is standing in front of the ticket vending machine 2 is detected by the person detecting sensor 21 (step 1). When it is detected that the user P1 stands in front of the ticket vending machine 2 (step 1; YES), the face image of the user P1 is photographed through the camera 121, and the image analysis unit 23
The face image is analyzed at (step 2).

It is determined by image analysis that the face of the user P1 faces the ticket vending machine 2, that is, the front, and when a certain time has elapsed in this state (step 3; Y).
ES), it is determined that the user P1 is a user who does not know how to operate the ticket vending machine 2.

At this time, the ticket vending machine 2 searches for the monitoring device 4 having the connectable clerk P2 (step 4), and issues a connection request for connecting the communication line 6 with the monitoring device 4. (Step 5). In response to the connection request from the ticket vending machine 2, the monitoring device 4 displays the face image of the user P1 of the ticket vending machine 2 via the display unit 143 of the TV phone 14 and alerts the attendant P2.

The clerk P2 who confirms the display portion 143 of the TV phone 14 presses the call button 41 to establish the connection with the ticket vending machine 2 only when it judges that the connection is necessary, and the camera 141 The face image of the clerk P2 taken via the display is displayed on the display unit 123 of the TV phone 12 of the ticket vending machine 2. In this state, various kinds of information can be exchanged between the user P1 of the ticket vending machine 2 and the staff P2 of the monitoring device 4, and various kinds of information exchange such as an explanation of the operation method is performed between them (step 6). .

As described above, according to the second operation example, the same effect as that of the first operation example described above can be obtained, and the user P1 who does not know how to operate the ticket vending machine 2 is described above. It can be detected more reliably as compared with the first operation example. As a result, as compared with the first operation example, it is possible to reduce the number of times that the unnecessary user P1 is detected and connected to the monitoring device 4, and it is possible to improve the processing efficiency of the system 1.

Next, a third operation example of the system 1 described above will be described with reference to the flowchart shown in FIG.

First, whether or not the user P1 is standing in front of the ticket vending machine 2 is detected by the person detecting sensor 21 (step 1). When it is detected that the user P1 stands in front of the ticket vending machine 2 (step 1; YES), the face image of the user P1 is photographed through the camera 121, and the image analysis unit 23
The face image is analyzed at (step 2). In the image analysis of step 2, the area of the face of the user P1 is cut out, the eye area is further cut out, and the eye movement is detected.

At this time, it is determined that the eyes of the user P1 are not turning in a certain direction and are rolling around (step 3; YES), and if a certain period of time elapses in this state (step 4; YES). ), It is determined that the user P1 is a user who does not know how to operate the ticket vending machine 2.

In step 3, the white eye portion and the black eye portion are separately cut out from the eye image detected in step 2,
The relative position of the black eye in the white eye is detected. For example, if the number of times the black eye moves with respect to the white eye is greater than a certain number of times and this movement continues for a certain period of time, it is determined that the black eye is shaking.

When the ticket vending machine 2 detects the user P1 whose operation method is unknown as described above, the ticket vending machine 2 searches for the monitoring device 4 having the clerk P2 who can be connected (step 5).
A connection request for connecting the communication line 6 to the monitoring device 4 is issued (step 6). When the monitoring device 4 receives the connection request from the ticket vending machine 2, the user P of the ticket vending machine 2 receives the request.
The face image of 1 is displayed on the display unit 143 of the TV phone 14, and the attendant P2 is alerted.

The clerk P2 who confirms the display portion 143 of the TV phone 14 presses the call button 41 to establish the connection with the ticket vending machine 2 only when it judges that the connection is necessary, and the camera 141 The face image of the clerk P2 taken via the display is displayed on the display unit 123 of the TV phone 12 of the ticket vending machine 2. In this state, various information can be exchanged between the user P1 of the ticket vending machine 2 and the clerk P2 of the monitoring device 4, and various information exchanges such as an explanation of the operating method are performed between them (step 7). .

As described above, according to the third operation example, the same effects as those of the first and second operation examples described above can be obtained, and the user P1 who does not know the operation method of the ticket vending machine 2 can be obtained. It can be detected more reliably as compared with the first and second operation examples described above. That is, as compared with the first and second operation examples, it is possible to reduce the number of times that the unnecessary user P1 is detected and connected to the monitoring device 4, and the processing efficiency of the system 1 can be further improved. it can.

Further, in the third operation example, it is possible to detect where the user P1 is looking by detecting the eye movement of the user P1. Therefore, the user P is stored in the storage unit 24 of the ticket vending machine 2.
Several kinds of messages (character data) for guiding the state 1 may be prepared in advance, and the message may be displayed on the display unit 143 of the monitoring device 4 according to the place where the user P1 is looking. good.

For example, if the user P1 of the ticket vending machine 2 is the ticket vending machine 2
When it is determined that the charge table above is viewed for a certain period of time, the face image of the user P1 is displayed via the display unit 143 of the monitoring device 4, and a message such as "I do not know the charge" is displayed. You may make it display via the display part 143.

The present invention is not limited to the above-mentioned embodiments, but can be variously modified within the scope of the present invention. For example, in the above-described embodiment, the operation support system for the ticket vending machine installed in the railway station has been described, but the present invention can be applied to any device that requires the user's own operation.

[0044]

As described above, according to the operation support method according to the embodiment of the present invention, the user who does not know the operation of the terminal can be automatically detected and the operation method can be guided. The convenience can be improved.

[Brief description of drawings]

FIG. 1 is an image diagram for explaining an outline of an operation support system according to an embodiment of the present invention.

FIG. 2 is a block diagram showing the configuration of the system shown in FIG.

FIG. 3 is a flowchart for explaining a first operation example of the system of FIG.

4 is a flowchart for explaining a second operation example of the system of FIG.

5 is a flow chart for explaining a third operation example of the system of FIG.

[Explanation of symbols]

1 ... Operation support system, 2 ... Ticket vending machine, 4 ... Monitoring device, 6
... communication line, 12, 14 ... TV phone, 21 ... human sensor, 22 ... operation button, 23 ... image analysis section, 24 ... storage section, 25 ... timer, 26,42 ... interface, 4
1 ... call button, 121, 141 ... camera, 122, 1
42 ... microphone, 123, 143 ... display section, 124, 14
4 ... speaker, P1 ... user, P2 ... person in charge.

Claims (10)

[Claims] 1. A detection step for detecting a user who does not know the operation method of a terminal, and a user who does not know the operation method in the detection step for a monitoring device connected to the terminal via a communication line. An operation support method comprising: a notification step of notifying that the terminal has been detected, and a connection step of connecting the communication line so that information can be exchanged between a user of the terminal and an employee of the monitoring device. 2. In the detection step, the user does not know how to operate the terminal because the user does not operate the terminal even after a certain period of time while standing in front of the terminal. The operation support method according to claim 1, wherein the operation support method detects that the user is a user. 3. In the detection step, the user does not operate the terminal even if a certain period of time elapses with the face of the user facing the terminal, so that the user operates the terminal. The operation support method according to claim 1, wherein a user who does not know the method is detected. 4. In the detecting step, the user's line of sight is not fixed in a certain direction, and the terminal device is not operated even after a certain period of time in a stumbling state.
The operation support method according to claim 1, wherein the user is detected as a user who does not know how to operate the terminal. 5. In the detection step, if the user does not operate the terminal even after a certain period of time while standing in front of the terminal, the user's face remains facing the terminal. If the terminal is not operated after a certain period of time, or if the user's line of sight is not fixed in a certain direction, the terminal is not operated after a certain period of time. In the case, the operation support method according to claim 1, wherein the user detects that the user does not know how to operate the terminal. 6. The notifying step notifies the monitoring device that a user whose operation method is unknown in the detecting step is detected, and the state of the user is changed based on the detection result in the detecting step. The operation support method according to claim 1, wherein the monitoring device is notified. 7. The operation support method according to claim 6, wherein in the notifying step, character information for explaining a user's state is displayed via a display unit of the monitoring device. 8. The operation support method according to claim 6, wherein in the notifying step, a face image of the user is photographed as a state of the user and displayed on the display unit of the monitoring device. 9. The operation support method according to claim 8, wherein, in the connecting step, the communication line is connected based on an operation by a staff member who has confirmed the display unit. 10. The connecting step comprises connecting the TV phone of the terminal device and the TV phone of the monitoring device via the communication line so that the user and the staff can interact with each other. Or the operation support method described in 8.