JP2005107992A - Support information providing method, support information providing program, and support information management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a support information providing method, a support information providing program, and a support information management system capable of providing convenient support information to a user. <P>SOLUTION: A support information providing system 20 is provided with a management computer 21, a parts image data storing part 22, and a help data storing part 23. The user photographs an image of parts of a copying machine 500 for which help information is required by using a mobile telephone terminal 10. The mobile telephone terminal 10 sends a help request including the photographed image data to the support information providing system 20. The management computer 21 specifies parts image data recorded in the parts image data storing part 22 on the basis of a model identifier, and the photographed image data included in the help request. The management computer 21 extracts support information, and it sends help screen data to the mobile telephone terminal 10. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a support information providing method, a support information providing program, and an information providing management system for providing convenient support information to a user.

  If you do not know how to operate various devices, you may use the manual. Conventionally, this manual is often provided using a paper medium. However, the thickness of the manual may increase as the contents of descriptions increase due to higher functionality and diversification of devices. Therefore, there are cases where electronic manuals are provided in which the contents of the manuals are digitized from the viewpoint of handling and saving paper resources.

As an application of such an electronic manual, a computer application software may be provided with a help function that more easily guides the operation method to the user in accordance with the improvement of the function. When this function is used, a help function is called by a specific operation, and a help message for a predetermined process is displayed. Such a help function is required to have higher convenience. For example, a help system that efficiently searches for help information using help information that has been referred to in the past has also been disclosed (see, for example, Patent Document 1). According to FIG. 6 of Patent Document 1, this help system includes user help information storage means for storing help information referred to by a user and information associated with an operation state when the help information is referred to. Further, the information processing means includes an information reference means for extracting a help message to be presented by referring to the help information storage means and the user help information storage means based on a keyword input by the user. Then, the help message extracted by the information reference means is displayed on the display. Therefore, it is possible to extract the help message more suitable for the operation status by referring to the operation status related to the help referred to in the past, and to improve the convenience of the help system.
Japanese Patent Laying-Open No. 2003-256099 (FIG. 6)

  However, in a system that searches for support information such as help information using a keyword or the like, the support information cannot be efficiently acquired unless an appropriate keyword is known. Further, the support information needs to provide better support information according to the state of the user.

  The present invention has been made to solve the above-described problems, and an object of the present invention is to provide a support information providing method, a support information providing program, and information capable of providing convenient support information to a user. It is to provide a provision management system.

  In order to solve the above problems, the invention described in claim 1 includes an image data storage unit that records part image data for each part of a device, a support information storage unit that records support information about the part, a network And providing support information to a user using an information provision management system provided with a control unit connected to the control unit, wherein the control unit is a captured image related to a device from a user terminal via the network. An image receiving stage for receiving data; and a parts identifying stage for collating the received photographed image data with the part image data recorded in the image data storage means and executing a part identifying process relating to the subject of the photographed image; Extracting the support information of the identified part from the support information storage means, and providing the support information to the user. And effect.

  According to a second aspect of the present invention, in the support information providing method according to the first aspect, the parts image data includes image data at the time of a failure of the parts, and the support information is used for solving the failure. The summary is information.

  According to a third aspect of the present invention, in the support information providing method according to the first or second aspect, the part specifying process is executed by using a similar image search process, and shooting is performed based on an image having a high degree of similarity. The gist is to specify the parts related to the subject of the image.

  According to the fourth aspect of the present invention, sensors are installed at a plurality of positions, and can be connected to a sensor position data storage unit that records positional relationship data between the sensors and a support information storage unit that records support information for maintenance. And providing a support information to a user using an information provision management system including a control means, wherein the control means specifies a target sensor installed at a place requiring the maintenance. The support information is extracted from the support information storage means based on the stage, the operation location specifying stage for acquiring the location operated by the user using the detection sensor, the objective sensor and the detection sensor, and the user And an operation support stage for providing the support information.

  According to a fifth aspect of the present invention, in the support information providing method according to the fourth aspect, the support information includes data related to a positional relationship between a target sensor and a detection sensor, and the operation support stage includes the target sensor and When the sensor is different from the detection sensor, the gist is to provide the user with a positional relationship instruction of a place requiring an operation.

  The invention described in claim 6 comprises image data storage means for recording part image data for each part of the device, support information storage means for recording support information relating to the parts, and control means connected to the network. A program for providing support information to a user using the information providing management system, wherein the control means receives image data relating to a device from a user terminal via the network, The received image data and the part image data recorded in the image data storage means are collated, the part specifying means for executing the part specifying process related to the subject of the captured image, and the support information storing means specified from the support information storage means The gist is to extract support information for parts and to function as support means for providing the support information to the user.

  The invention according to claim 7 is the support information providing program according to claim 6, wherein the part image data includes image data at the time of failure of the part, and the support information is for eliminating the failure. The summary is information.

  According to an eighth aspect of the present invention, in the support information providing program according to the sixth or seventh aspect, the part specifying process is executed using a similar image search process, and shooting is performed based on an image having a high degree of similarity. The gist is to specify the parts related to the subject of the image.

  According to the ninth aspect of the present invention, sensors are installed at a plurality of positions and can be connected to a sensor position data storage unit that records positional relationship data between the sensors and a support information storage unit that records support information for maintenance. A program for providing support information to a user using an information provision management system comprising a control means, wherein the control means specifies a target sensor installed at a location requiring maintenance. Based on the means, the operation location specifying means for acquiring the location operated by the user using the detection sensor, and the purpose sensor and the detection sensor, the support information is extracted from the support information storage means, The gist is to function as an operation support means for providing the support information.

  According to a tenth aspect of the present invention, in the support information providing program according to the ninth aspect, the support information includes data relating to a positional relationship between a target sensor and a detection sensor, and the operation support means includes the target sensor and When the sensor is different from the detection sensor, the gist is to provide the user with a positional relationship instruction of a place requiring an operation.

  The invention according to claim 11 comprises image data storage means for recording part image data for each part of the device, support information storage means for recording support information about the parts, and control means connected to the network, An information provision management system for providing support information to a user, wherein the control means receives image data relating to a device from a user terminal via the network, the received image data, , Collating with the part image data recorded in the image data storage means, and extracting the parts support information specified from the support information storage means, a parts specification means for executing a part specifying process related to the subject of the photographed image The gist of the invention is to function as a support means for providing the support information to the user.

  According to a twelfth aspect of the present invention, in the information provision management system according to the eleventh aspect, the part image data includes image data at the time of failure of the part, and the support information is for solving the failure. The summary is information.

  According to a thirteenth aspect of the present invention, in the information provision management system according to the eleventh or twelfth aspect, the part specifying process is executed by using a similar image search process, and shooting is performed based on an image having a high similarity. The gist is to specify the parts related to the subject of the image.

  According to the fourteenth aspect of the present invention, sensors are installed at a plurality of positions, and can be connected to a sensor position data storage unit that records positional relationship data between sensors and a support information storage unit that records support information for maintenance. An information providing management system for providing support information to a user, wherein the control means is a maintenance location identifying means for identifying a target sensor installed at a location requiring maintenance, by a user Based on the operation location specifying means for acquiring the operated location using a detection sensor, and the purpose sensor and the detection sensor, the support information is extracted from the support information storage means, and the support information is provided to the user. The gist is to function as an operation support means.

  According to a fifteenth aspect of the present invention, in the information provision management system according to the fourteenth aspect, the support information includes data relating to a positional relationship between a target sensor and a detection sensor, and the operation support means includes the target sensor and When the sensor is different from the detection sensor, the gist is to provide the user with a positional relationship instruction of a place requiring an operation.

  The invention according to claim 16 is an information provision management system comprising image data storage means for recording part image data for each part of equipment, support information storage means for recording support information related to the parts, and control means. And providing the support information to the user, wherein the control means receives from the imaging means the captured image data relating to the device, the received captured image data, and the image data storage means A part identification step for performing part identification processing on the subject of the photographed image and extracting the support information for the identified part from the support information storage means, and Including a support stage for providing support information.

The invention according to claim 17 includes image data storage means for recording part image data for each part of the device, support information storage means for recording support information related to the parts, and control means, and supports the user. An information provision management system for providing information, wherein the control means accepts photographed image data relating to the device from the imaging means, accepted photographed image data, and a part image recorded in the image data storage means Part identification means for collating data and executing part identification processing related to the subject of the photographed image, and support information for extracting the part support information identified from the support information storage means, and providing the support information to the user The gist is to function as a means.

(Function)
According to the first, sixth or eleventh aspect of the present invention, the image data storage means for recording the part image data for each part of the device, the support information storage means for recording the support information about the parts, and the network are connected. An information provision management system provided with a control means is used. And the said control means receives the picked-up image data regarding an apparatus from a user terminal via the said network. The received photographed image data and the part image data recorded in the image data storage means are collated, and a part specifying process related to the subject of the photographed image is executed. The support information of the specified part is extracted from the support information storage means, and the support information is provided to the user. For this reason, the user can receive support efficiently by photographing parts.

  According to the invention of claim 2, 7 or 12, the part image data includes image data at the time of failure of the part, and the support information is information for solving the failure. For this reason, the user can receive support for efficiently eliminating the obstacle.

  According to the invention described in claim 3, 8 or 13, the part specifying process is executed using a similar image search process, and a part related to the subject of the photographed image is specified based on an image having a high degree of similarity. . For this reason, parts can be identified efficiently.

  According to the invention of claim 4, 9 or 14, the sensor is installed at a plurality of positions, the sensor position data storage means for recording the positional relation data between the sensors, and the support for recording the support information for maintenance. An information provision management system having control means connectable to the information storage means is used. And the said control means pinpoints the objective sensor installed in the location which requires the said maintenance. Next, the location operated by the user is acquired using a detection sensor. And based on the said objective sensor and a detection sensor, support information is extracted from the said support information storage means, and the said support information is provided to a user. For this reason, more accurate support can be performed according to the situation of the user.

  According to the invention described in claim 5, 10 or 15, the support information includes data related to the positional relationship between the objective sensor and the detection sensor. If the purpose sensor and the detection sensor are different, the user is provided with a positional relationship instruction at a location requiring an operation. Thereby, the user can grasp | ascertain efficiently the location which requires operation.

  According to the invention described in claim 16 or 17, the information provision management system includes an imaging means for photographing a part of the device, an image data storage means for recording part image data for each part of the device, Support information storage means for recording support information related to parts, and control means are provided. And the said control means receives the picked-up image data regarding the said apparatus from the said imaging means. Next, the received captured image data and the part image data recorded in the image data storage unit are collated, and a part specifying process related to the subject of the captured image is executed. Then, the support information of the specified part is extracted from the support information storage means, and the support information is provided to the user. Thereby, the support information of the parts imaged by the imaging means can be provided.

  According to the present invention, highly convenient support information can be provided to a user.

(First embodiment)
A first embodiment of the present invention will be described below with reference to FIGS. The present embodiment will be described as a support information providing method, a support information providing program, and an information providing management system for providing support information about a product to a user. In the present embodiment, the support information providing system 20 shown in FIG. 1 provides help information (support information) related to the copier 500 to the user via the Internet I as a network. Here, the support information is information that is useful or necessary for the user when using the device. For example, there are information related to explanation of functions and operation methods, information for solving a failure, and the like.

  Here, as shown in FIG. 1, a user who wants to browse help information uses a mobile phone terminal 10 as a user terminal. The mobile phone terminal 10 includes a display unit 11, a selector button, and a mode switching button in addition to the dial number button. The mobile phone terminal 10 has a browser mode for displaying a Web page in addition to the normal phone mode. When switching from each mode (for example, telephone mode) to another mode (for example, browser mode), a mode switching button is used.

  Further, the mobile phone terminal 10 has a built-in digital camera as an image pickup means, and can photograph a subject. Then, the mobile phone terminal 10 can transmit the captured image data via the Internet I.

  The display unit 11 displays a web page received by the mobile phone terminal 10 and an image taken by a built-in digital camera. The selector button of the mobile phone terminal 10 has a pointer movement function and a click function. The pointer can be moved by giving a direction instruction using the selector button, and the item indicated by the pointer can be selected by pressing the selector button.

  On the other hand, as shown in FIG. 1, the support information providing system 20 includes a management computer 21 as control means. The management computer 21 manages support information and provides support information to the user.

  The management computer 21 includes a CPU, a RAM, a ROM, and the like (not shown), and performs processing described later (processing including an image reception stage, a part identification stage, a support stage, etc.). By executing the support information providing program for this purpose, the management computer 21 functions as an image receiving unit, a part specifying unit, a supporting unit, and the like.

The management computer 21 is connected to a parts image data storage unit 22 as image data storage means and a help data storage unit 23 as support information storage means.
As shown in FIG. 2, part image data 220 relating to an image of each part (part) of the product is recorded in the part image data storage unit 22. The part image data 220 is recorded when help information to be provided to the user is determined. The part image data 220 includes data relating to a model identifier, a part identifier, and a part image.

Data for specifying the product model is recorded in the model identifier data area.
In the part identifier data area, data relating to an identifier for identifying a part of this model is recorded.

In the part image data area, data related to the part image in this model is recorded. As this part image, an image taken assuming a scene in which the user photographs this part is used.

  As shown in FIG. 3, help data 230 is provided in the help data storage unit 23 to be provided to the user as support information for each part. This help data 230 is recorded prior to a service that provides help information to the user. The help data 230 includes data relating to a model identifier, a part identifier, and help information.

Data for specifying the product model is recorded in the model identifier data area.
In the part identifier data area, data relating to an identifier for identifying a part in this model is recorded.

  In the help information data area, data related to help information of this part is recorded. Here, information assumed to be useful to the user, such as explanation of the part, handling method, repair method, etc., is recorded.

A processing procedure in the case of providing help information in the system configured as described above will be described with reference to FIG.
First, the user uses the mobile phone terminal 10 to access the support information providing system 20 (step S1-1). This access is performed via the Internet I. First, the user transmits a service request to the support information providing system 20 using the mobile phone terminal 10. In this case, the management computer 21 of the support information providing system 20 transmits help screen data to the mobile phone terminal 10 (step S1-2).

  The display screen 300 shown in FIG. 5 is output to the display unit 11 of the mobile phone terminal 10 that has received the help screen data (step S1-3). The display screen 300 includes a model input field 301 for which help information is requested. The user inputs a model number (model identifier) in the input field 301 using a dial number button. Then, the “next page” button is selected using the selector button. In this case, the display screen 310 is output to the display unit 11 of the mobile phone terminal 10. The mobile phone terminal 10 uses this display screen 310 to instruct the user to shoot a part for which support information is desired.

  When the “shoot” button on the display screen 310 is selected, the mobile phone terminal 10 enters a shooting mode. And the display screen 320 image | photographed with the imaging means is displayed on the display part 11 of the mobile telephone terminal 10. FIG. In the present embodiment, it is assumed that help information regarding an “execution button” on an operation panel provided on the front surface of the copier 500 is obtained. Therefore, the “execution button” is enlarged and photographed as shown in the display screen 320 of FIG.

  When the transmission button on the display screen 320 is selected, the mobile phone terminal 10 transmits a help request to the support information providing system 20 via the Internet I (step S1-4). This help request includes the model identifier input to the display screen 300 and data (photographed image data) relating to an image photographed using the mobile phone terminal 10.

The management computer 21 of the support information providing system 20 that has received the help request performs image collation (step S1-5). Here, a part specifying process related to the subject of the captured image is performed. In this case, first, the management computer 21 extracts the part image data 220 related to the model from the part image data storage unit 22 based on the model identifier included in the received help request. Next, the management computer 21 collates the image included in the help request with the part image included in the extracted part image data 220. In this case, the similarity is calculated using a known similar image search. There are various similar image searches. For example, parameters that match the impression that a person can obtain from an image, such as the color condition of the entire image, color distribution, contour distribution and texture, and composition, are used as image feature amounts. This is a technique for deriving similar images. Then, the management computer 21 specifies the part image data 220 having the highest similarity.

  Next, the management computer 21 extracts support information (step S1-6). Specifically, the part identifier included in the part image data 220 identified in step S1-5 is extracted. Then, the management computer 21 specifies help data 230 associated with the part identifier, and extracts help information (support information) included in the help data 230.

  Next, the management computer 21 transmits help screen data to the mobile phone terminal 10 (step S1-7). The help screen data includes data related to the help information extracted in step S1-6.

  The display screen 330 shown in FIG. 5 is output to the display unit 11 of the mobile phone terminal 10 that has received the help screen data (step S1-8). This display screen 330 includes help information related to the parts that were previously captured and displayed on the display screen 320. This is the end of the description of the processing procedure when providing help information according to the present embodiment.

According to this embodiment, the following effects can be obtained.
In the present embodiment, the management computer 21 of the support information providing system 20 that has received the help request from the mobile phone terminal 10 performs image collation. In this case, the management computer 21 collates the data relating to the image included in the help request with the part image included in the extracted part image data 220, and extracts the part identifier. Then, the management computer 21 transmits help information associated with the part identifier to the mobile phone terminal 10. Depending on the part, it may be difficult to identify or express the name. In this embodiment, since a part can be specified using the image image | photographed with the mobile telephone terminal 10, the user can acquire assistance information efficiently. In addition, the user may mistakenly remember a name or the like, or may not be able to accurately express the content. In this embodiment, since a part can be specified using the captured image, the part can be specified objectively and support information can be provided.

  In this embodiment, a part for which help information is desired is photographed using a mobile phone terminal 10 having a digital camera as an imaging means as a user terminal. For this reason, it is possible to easily obtain support information using the user's mobile phone terminal 10.

  In the present embodiment, the management computer 21 of the support information providing system 20 that has received the help request collates the data related to the image included in the help request with the part image included in the part image data 220. In this case, the similarity is calculated using a known similar image search. Then, the management computer 21 specifies the part image data 220 having the highest similarity. For this reason, parts can be specified efficiently.

  In the present embodiment, the support information providing system 20 provides support information to the mobile phone terminal 10. For this reason, the latest support information can be provided to the user. Further, since the user acquires support information via the mobile phone terminal 10, it is possible to save labor for manual management and the like.

In the present embodiment, help data 230 is recorded in the help data storage unit 23. The help data 230 includes data related to a model identifier, a part identifier, and help information. The management computer 21 extracts the help data 230 from the help data storage unit 23 based on the help request received from the mobile phone terminal 10 and provides the help screen data including the help information to the mobile phone terminal 10. For this reason, by updating the help data 230 periodically, the latest help information can be provided to the user.

(Second Embodiment)
A second embodiment embodying the present invention will be described below with reference to FIGS. Also in the present embodiment, a description will be given as a support information providing method and a support information providing program for providing support information to a user. In the present embodiment, the copier 500 shown in FIG. 6 functions as an information provision management system and provides support information to the user.

  As shown in FIG. 6, the copier 500 includes a control computer 501 as control means. The control computer 501 realizes the original copying function and provides various support information to the user. The control computer 501 includes a CPU, a RAM, a ROM, and the like (not shown), and performs processing described later (processing including a maintenance location specifying stage, an operation location specifying stage, an operation support stage, etc.). By executing the support information providing program for this purpose, the control computer 501 functions as a maintenance location specifying means, an operation location specifying means, an operation support means, and the like.

  In addition, the copier 500 includes a display unit 502. The display unit 502 is configured by a touch panel display, and various settings of the copying function can be performed by using the display unit 502. Also, when a failure such as a paper jam occurs, a message for eliminating the failure is displayed on the display unit 502. This message includes, for example, “paper jam location instruction”, “paper jam removal method”, and the like.

  In addition, the copying machine 500 includes a plurality of maintenance covers that can be opened for maintenance. Specifically, a front upper cover 511, a front lower cover 512, a side upper cover 513, a side lower cover 514, and the like are included. In the copying machine 500, the operation units such as the multistage finisher unit 520 and the loader unit 540 also have a function as a maintenance cover. A contact sensor 550 is provided for each of these maintenance covers. The contact sensor 550 notifies the control computer 501 of the operation content when the user performs an operation such as opening and closing the maintenance cover.

The control computer 501 is connected to a sensor position data storage unit 24 as sensor position data storage means and a repair support data storage unit 25 as support information storage means.
As shown in FIG. 7, sensor position data 240 relating to the position of each sensor is recorded in the sensor position data storage unit 24. The sensor position data 240 is recorded when the copying machine 500 is shipped based on the sensor arrangement. The sensor position data 240 is configured to include data related to a target sensor identifier, a detection sensor identifier, and a positional relationship.

  In the target sensor identifier data area, data relating to an identifier for specifying a sensor (target sensor) installed at a place where an operation is required for solving a failure is recorded. When the failure type is specified, a sensor identifier included in repair support data 250 recorded in the repair support data storage unit 25 described later is a target sensor identifier.

In the detection sensor identifier data area, data relating to an identifier for specifying a sensor (detection sensor) that detects a place operated by the user is recorded.
In the positional relationship data area, data for guiding the user in a predetermined direction is recorded based on the mutual positional relationship between the target sensor and the detection sensor. For example, in the sensor position data 240 in which the identifier of the contact sensor 550 of the front upper cover 511 is set as the target sensor identifier and the identifier of the contact sensor 550 of the front lower cover 512 is set as the detection sensor identifier,
“Arranged on the upper side” is recorded as the positional relationship. The sensor position data 240 in which the identifier of the contact sensor 550 of the side upper cover 513 is set as the target sensor identifier and the identifier of the contact sensor 550 of the multistage finisher unit 520 is set as the detection sensor identifier, Is recorded.

  In the repair support data storage unit 25, repair support data 250 relating to a repair method is recorded for each type of failure, as shown in FIG. The repair support data 250 is recorded when the copying machine 500 is shipped. The repair support data 250 is configured to include data relating to a failure type identifier, a sensor identifier, and support information.

In the failure type identifier data area, data relating to an identifier for specifying the type of failure is recorded.
In the sensor identifier data area, data relating to an identifier for identifying the contact sensor 550 corresponding to the maintenance cover that needs to be opened in order to eliminate this obstacle is recorded.

  In the support information data area, data relating to support information instructed to the user is recorded in order to eliminate this obstacle. Here, information that is assumed to be required by the user, such as a repair method for solving the failure, is recorded.

A processing procedure in the case of providing support information in the system configured as described above will be described with reference to FIG.
First, when a failure occurs in the copying machine 500, the control computer 501 issues a maintenance instruction (step S2-1). Here, first, the control computer 501 specifies a failure type identifier based on the failure content, and extracts the repair support data 250 from the repair support data storage unit 25 based on the failure type identifier. Then, the control computer 501 instructs the display unit 502 where operation is required for maintenance (maintenance location).

  Next, the control computer 501 waits for a user's operation (step S2-2). When the user performs an operation on the maintenance cover, the contact sensor 550 detects the operation. When the contact sensor 550 detects an operation, the control computer 501 determines whether the contact sensor 550 that has detected the operation is a contact sensor 550 installed at a maintenance location (step S2-3). Specifically, the sensor identifier (target sensor identifier) recorded in association with the failure type identifier specified in step S2-1 is collated with the sensor identifier (detection sensor identifier) of the contact sensor 550 that detected the operation. To do.

  If the detection sensor identifier matches the target sensor identifier and the operation location is correct (in the case of “Yes” in step S2-3), the control computer 501 issues a support instruction for eliminating the failure (step S2-4). ). In this case, the control computer 501 extracts the repair support data 250 for solving the failure from the repair support data storage unit 25 and outputs it to the display unit 502.

On the other hand, when the detection sensor identifier is different from the target sensor identifier and the operation location is incorrect (in the case of “No” in step S2-3), the control computer 501 is necessary for the user to solve the failure. A direction instruction is provided (step S2-5). This direction instruction is performed based on the positional relationship. In this case, the control computer 501 extracts the repair support data 250 from the repair support data storage unit 25 and outputs it to the display unit 502. Here, the control computer 501 extracts the sensor position data 240 from the sensor position data storage unit 24 based on the target sensor identifier and the detection sensor identifier. Then, the control computer 501 outputs a direction instruction (position relation instruction) regarding the extracted sensor position data 240 to the display unit 502. For example, when the front lower cover 512 is opened when the front upper cover 511 is used as a maintenance location, an instruction “Open the cover arranged on the upper side with respect to the currently opened cover”. Is output. In addition, when the multi-stage finisher 520 is opened when the side upper cover 513 is used as a maintenance part, an instruction “Please open the cover on the opposite side of the currently opened cover” Is output.

  Then, the control computer 501 waits for the next operation (step S2-2). Steps S2-2 to S2-5 are repeated until an appropriate maintenance point is operated. When an appropriate maintenance location is operated, the control computer 501 issues the above-described support instruction (step S2-4). This is the end of the description of the processing procedure when providing support information according to the present embodiment.

According to this embodiment, the following effects can be obtained.
In the above embodiment, sensor position data 240 relating to the position of each sensor is recorded in the sensor position data storage unit 24. The sensor position data 240 is configured to include data related to a target sensor identifier, a detection sensor identifier, and a positional relationship. If the operation location is not correct, the control computer 501 instructs the user in a direction to eliminate the failure (step S2-5). For this reason, the user can be efficiently guided to a place requiring maintenance.

In addition, you may change each said embodiment as follows.
In the first embodiment, the mobile phone terminal 10 is used as a user terminal, but the present invention is not limited to this. Any information processing apparatus may be used as long as the information processing apparatus has a photographing function and can pass image data photographed by the photographing function to the support information providing system 20. For example, the user terminal includes a mobile phone terminal, a portable information terminal, a digital camera with a communication function, and the like.

  In the first embodiment, the mobile phone terminal 10 transmits a help request to the support information providing system 20 (step S1-4). The help request includes the model identifier input to the display screen 300 and data related to the image captured using the mobile phone terminal 10. Then, the management computer 21 extracts support information (step S1-6) and transmits help screen data (step S1-7). Alternatively, the copier 500 may provide help information. In this case, the parts image data storage unit 22 and the help data storage unit 23 are provided in the copying machine 500. Further, the copying machine 500 is provided with imaging means that can be directly connected. In this case, the copier 500 functions as an information provision management system. Thereby, support information can be provided while reducing the communication load.

  In the first embodiment, the mobile phone terminal 10 transmits to the support information providing system 20 a help request including data related to an image obtained by capturing a part for which support information is desired. Then, the management computer 21 specifies a part using a known similar image search. Instead of this, a part may be specified using a barcode or a two-dimensional code. In this case, a barcode or a two-dimensional code is attached to each part. Thereby, parts can be identified efficiently using the photographed bar code or two-dimensional code.

In the first embodiment, the support information providing system 20 provides help information (support information) regarding the copier 500 to the user via the Internet I as a network. The support information provided by the support information providing system 20 is not limited to this, and may be a repair method or the like. In this case, various image data are recorded in the part image data storage unit 22 in the event of a part failure (for example, a paper jam state). Thereby, the user can be guided to an appropriate maintenance method.

  In the first embodiment, the management computer 21 extracts support information (step S1-6) and transmits help screen data (step S1-7). Alternatively, help screen data may be provided to the copier 500 for output. In this case, the cellular phone terminal 10 includes data for identifying the device requested for help request in the help request transmitted to the support information providing system 20. As a result, support information can be acquired using the copier 500. Further, by providing the help data storage unit 23 in the copying machine 500, it is possible to efficiently provide support information to the user.

  In the first embodiment, the support information providing system 20 provides help information (support information) regarding the copier 500 to the user via the Internet I as a network. Alternatively, a help request may be made directly to the copier 500, and the copier 500 may provide support information. In this case, the copier 500 functions as an information provision management system. A part image data storage unit 22 and a help data storage unit 23 are provided in the copying machine 500. Further, the control unit of the copying machine 500 functions as a reception unit that receives captured image data relating to the device from the imaging unit, a part specification unit that executes a part specifying process, and a support unit that provides support information. Perform specific and support phases. Thereby, support information can be efficiently provided to the user without going through the network.

  In the first embodiment, the support information providing system 20 provides support information to the user via the network. In addition to this, the support information providing system 20 may be provided with a log analysis function. Specifically, when the support information cannot be provided for a part requested by the user, the log analysis function stores the support request as log information in the support information providing system 20. Then, a process of periodically analyzing what kind of support request is made from the log information is performed. Then, the support information providing system 20 prompts the administrator to register each piece of information related to the part requested by the user based on the analysis of the log information. The administrator of the support information providing system 20 prepares each piece of information for the part, and updates the part image data storage unit 22 and the help data storage unit 23. It is conceivable that a user makes a support request (help request) for various parts, and it may be difficult to provide support information for all parts related to the device in the support information providing system 20. The log analysis function can always provide the latest support information to the user, and the convenience for the user can be improved.

  In the second embodiment, the repair support data storage unit 25 is provided in the copying machine 500. In this case, the copying machine 500 may have a function of connecting to a network such as the Internet and a recording medium reading function such as a CD-ROM. Thereby, the repair support data 250 recorded at the time of shipment can be updated from the outside, and the latest support information can be provided.

  In the second embodiment, the copier 500 includes the sensor position data storage unit 24 and the repair support data storage unit 25, and guides the user to the maintenance location. Instead, a support server installed outside may provide support information to the user. In this case, the support server includes a sensor position data storage unit 24 and a repair support data storage unit 25. Data relating to the identifier of the contact sensor 550 of the maintenance cover where the copier 500 is operated is provided to the support server. Then, the direction instruction generated by the support server based on the support information and the positional relationship is provided to the copying machine 500. As a result, the service can be provided while reducing the memory capacity of the copying machine 500.

  In the second embodiment, when the detection sensor identifier is different from the target sensor identifier and the operation location is not correct, the control computer 501 instructs the user in a direction to resolve the failure (step S2-5). . This direction instruction is output to the display unit 502 of the copier 500. Alternatively, the direction instruction may be output using synthesized speech. When the user is performing maintenance, it may be difficult to view the display unit 502 attached to a predetermined position. By using the synthesized speech, there is no need to browse the display unit 502, so that the user can perform maintenance efficiently. Therefore, the convenience for the user can be increased.

  In the second embodiment, if the operation location is not correct, the control computer 501 gives the user a direction instruction to resolve the failure (step S2-5). In this case, the control computer 501 may give an instruction using a plurality of steps. For example, when performing maintenance such as “Finisher removal” → “Open side cover for side maintenance” →..., The operation may have to be performed over a plurality of steps. Here, the control computer 501 performs an instruction according to the situation a plurality of times while detecting the contact sensor 550 provided in each maintenance cover and the operation unit. Thereby, the user can perform maintenance efficiently.

1 is a system schematic diagram of a first embodiment of the present invention. Explanatory drawing of the data recorded on the parts image data storage part. Explanatory drawing of the data recorded on the help data storage part. Explanatory drawing of the process sequence of 1st Embodiment. Explanatory drawing of the display screen output to the display part of a mobile telephone terminal. The system schematic of the 2nd Embodiment of this invention. Explanatory drawing of the data recorded on the sensor position data storage part. Explanatory drawing of the data recorded on the repair assistance data storage part. Explanatory drawing of the process sequence of 2nd Embodiment.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 10 ... Mobile phone terminal as a user terminal, 20 ... Support information provision system, 21 ... Management computer as control means, 22 ... Parts image data storage part as image data storage means, 220 ... Parts image data, 23 ... Support Help data storage unit as information storage unit, 23... Purchase history data storage unit as purchase history data storage unit, 24... Support information data storage unit as support information data storage unit, 25. Log data storage unit, 500 ... copier, 501 ... control computer as control means, I ... Internet as network, 24 ... sensor position data storage part as sensor position data storage means, 25 ... repair as support information storage means Support data storage unit.

Claims (17)

Using an information provision management system comprising image data storage means for recording part image data for each part of the device, support information storage means for recording support information about the parts, and control means connected to a network, A method of providing support information to a user,
The control means is
An image receiving stage for receiving captured image data relating to the device from the user terminal via the network;
A part identification step of collating the received captured image data with the part image data recorded in the image data storage means and executing a process of identifying a part related to the subject of the captured image;
A support information providing method comprising: extracting support information of the specified part from the support information storage means, and providing the support information to a user. The parts image data includes image data at the time of failure of the parts,
2. The support information providing method according to claim 1, wherein the support information is information for solving the obstacle.   3. The support information according to claim 1, wherein the part specifying process is executed using a similar image search process, and a part related to the subject of the photographed image is specified based on an image having a high degree of similarity. How to provide. Sensors are installed at multiple locations,
By using an information provision management system comprising sensor position data storage means that records positional relationship data between sensors and control means that can be connected to support information storage means that records support information for maintenance. A method of providing support information,
The control means is
A maintenance location identifying stage for identifying a purpose sensor installed in a location requiring maintenance;
An operation location specifying stage for acquiring a location operated by a user using a detection sensor,
A support information providing method comprising: an operation support step of extracting support information from the support information storage unit based on the objective sensor and the detection sensor and providing the support information to a user. The support information includes data related to the positional relationship between the target sensor and the detection sensor,
The operation support stage includes:
5. The support information providing method according to claim 4, wherein when the purpose sensor and the detection sensor are different, an instruction of a positional relationship of a place requiring an operation is provided to the user. Using an information provision management system comprising image data storage means for recording part image data for each part of the device, support information storage means for recording support information about the parts, and control means connected to a network, A program that provides support information to users,
The control means;
Image receiving means for receiving photographed image data relating to a device from a user terminal via the network;
The received photographed image data and the part image data recorded in the image data storage means are collated, and a part identifying means for executing a part identifying process relating to the subject of the photographed image, and identified from the support information storage means A support information providing program that extracts support information for the parts and functions as support means for providing the support information to a user. The parts image data includes image data at the time of failure of the parts,
The support information providing program according to claim 6, wherein the support information is information for solving the failure.   The support information according to claim 6 or 7, wherein the part specifying process is executed using a similar image search process, and a part related to the subject of the photographed image is specified based on an image having a high degree of similarity. Offer program. Sensors are installed at multiple locations,
By using an information provision management system comprising sensor position data storage means that records positional relationship data between sensors and control means that can be connected to support information storage means that records support information for maintenance. A program that provides support information,
The control means;
Maintenance location specifying means for specifying a target sensor installed in the location requiring maintenance,
Based on the operation location specifying means for acquiring the location operated by the user using the detection sensor, and the purpose sensor and the detection sensor, the support information is extracted from the support information storage means, and the support is provided to the user. A support information providing program that functions as an operation support means for providing information. The support information includes data related to the positional relationship between the target sensor and the detection sensor,
The operation support means includes
The support information provision program according to claim 9, wherein when the target sensor and the detection sensor are different, a positional relationship instruction of a portion requiring an operation is provided to the user. Information for providing support information to a user, comprising image data storage means for recording part image data for each part of the device, support information storage means for recording support information about the parts, and control means connected to a network Providing management system,
The control means is
Image receiving means for receiving photographed image data relating to a device from a user terminal via the network;
The received photographed image data and the part image data recorded in the image data storage means are collated, and a part identifying means for executing a part identifying process relating to the subject of the photographed image, and identified from the support information storage means An information provision management system, which functions as a support means for extracting support information of the parts and providing the support information to a user. The parts image data includes image data at the time of failure of the parts,
12. The information provision management system according to claim 11, wherein the support information is information for solving the failure.   13. The information provision according to claim 11 or 12, wherein the part specifying process is executed using a similar image search process, and a part related to a subject of a photographed image is specified based on an image having a high degree of similarity. Management system. Sensors are installed at multiple locations,
Information provision management for providing support information to a user, comprising sensor position data storage means for recording positional relationship data between sensors and control means connectable to support information storage means for recording support information for maintenance A system,
The control means is
Maintenance location specifying means for specifying a target sensor installed in the location requiring maintenance,
Based on the operation location specifying means for acquiring the location operated by the user using the detection sensor, and the purpose sensor and the detection sensor, the support information is extracted from the support information storage means, and the support is provided to the user. An information provision management system, which functions as an operation support means for providing information. The support information includes data related to the positional relationship between the target sensor and the detection sensor,
The operation support means includes
The information provision management system according to claim 14, wherein when the target sensor and the detection sensor are different, the user is provided with a positional relationship instruction at a location requiring an operation. Support information to the user using an information provision management system comprising image data storage means for recording part image data for each part of the device, support information storage means for recording support information about the parts, and control means A method of providing
The control means is
A reception stage for receiving photographed image data relating to the device from the imaging means;
A part identification stage for collating the received captured image data with the part image data recorded in the image data storage means and executing a process for identifying a part related to the subject of the captured image;
A support information providing method comprising: extracting support information of the specified part from the support information storage means, and providing the support information to a user. An information provision management system comprising image data storage means for recording part image data for each part of equipment, support information storage means for recording support information related to the parts, and control means, and providing support information to a user There,
The control means is
Receiving means for receiving photographed image data relating to the device from the imaging means;
The received photographed image data and the part image data recorded in the image data storage means are collated, a part identifying means for executing a part identifying process relating to the subject of the photographed image, and the identified from the support information storing means An information provision management system which functions as a support means for extracting support information of parts and providing the support information to a user.

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