JP2008083966A - Instruction manual information provision system and instruction manual information provision method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an instruction manual information provision system and an instruction manual information provision method that enable a user to easily acquire instruction manual information via a user terminal and can improve efficiency of operations at a contact center for providing an equipment support service. <P>SOLUTION: The system 1, which has a portable terminal 2, a management server 4 for managing access from the portable terminal 2, and an instruction manual server 5 for managing instruction manual information about equipment, comprises a reading means implemented in the portable terminal 2 to read a QR code attached to a piece of equipment which contains address information about the instruction manual server 5 storing the instruction manual information about the equipment, an extraction means for extracting the address information contained in the QR code from a storage means of the instruction manual server 5 storing the address information via the management server 4, and a sending means for sending the extracted address information to the portable terminal 2. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to a technique of using instruction manuals of various devices as data and providing them to a user terminal.

  When a user purchases a home appliance or various devices, an instruction manual explaining how to handle the device is usually attached. The user operates and sets the purchased equipment by reading this instruction manual.

  However, since such instruction manuals are distributed for each device, the number of instruction manuals increases as the number of devices increases, making it difficult to manage (organize) the instruction manuals themselves. It will become something. For example, with the conventional distribution method, when trying to refer to the instruction manual, it is difficult to know which instruction manual belongs to which device, or extra storage space is saved for storing the instruction manual. There was a problem such as.

  In view of this, a device has been proposed that allows the user to refer to the instruction manual data from the user's terminal so that the user can use the instruction manual only when necessary and eliminates the need to manage the instruction manual. (See Patent Document 1).

According to Patent Document 1, a user of a device can refer to an instruction manual when necessary from a terminal owned by the user.
JP 2003-281290 A

  By the way, in the invention of Patent Document 1, in order to receive the instruction manual providing service, the user uses the manufacturer, model number, device name, his / her name, address, occupation, e-mail address, etc. of the purchased device. User information is provided to the instruction manual providing service device, and so-called user registration is performed.

  When the user registration is completed, an identification number is provided to the user. The above-described user information is associated with the identification number, and the user inputs this identification number when receiving the instruction manual providing service.

  For this reason, the user must remember the identification number or write it down somewhere so that it can be entered immediately when receiving the service providing the instruction manual.

  However, in recent years, various user registrations such as user registration for using various sites accessed via the Internet and user registration for receiving support for various software are required, and users issued accordingly At present, the identification number such as an ID is not limited to one. Therefore, the user may have forgotten an appropriate identification number in order to receive the service for providing the instruction manual or may be confused with other identification numbers.

In addition, there has been a support center for responding to questions about the handling of devices from users and inquiries about troubles. As a support service providing method in the support center, there is an answer by e-mail or a reply by telephone with an operator. In order for an operator to respond to a user's inquiry over the phone, the operator needs to know the type of device, product number, and what kind of handling operation is involved. In most cases, the operator hears the contents from the user and then responds according to the contents of the inquiry.

  However, it takes time to inform the operator of the device type, product number, and inquiry content. Furthermore, it is impossible for the operator to check whether accurate information (especially the device type and product number) has been transmitted from the user. If it is not clear whether it is, it may take time and effort to respond to the inquiry.

  Then, this invention makes it a subject to provide the instruction manual information provision system and the instruction manual information provision method which a user can acquire instruction manual information via a user terminal by simple operation.

  Furthermore, the present invention provides an instruction manual information providing system and an instruction manual information providing method capable of streamlining operations in a contact center that provides support services such as equipment handling in response to an inquiry from a user. The issue is to provide.

  The present invention has been made in view of the above matters, and the present invention relates to a portable terminal connected via a network, a management server for managing access from the portable terminal, and handling of equipment provided to the portable terminal. An instruction manual information providing system including an instruction server for managing instruction information, which is provided in a portable terminal and attached to a device, and stores an instruction manual information of the device Reading means for reading the identification code including the address information of the user, and extraction means for extracting the address information contained in the identification code read by the reading means from the storage means storing the address information of the instruction server via the management server And transmitting means for transmitting the extracted address information to the portable terminal.

The identification code in the present invention can be a secondary code, a bar code or the like typified by a QR code (Quick Response code). Various types of information related to the device are recorded in the identification code. For example, it includes the product number (model number), serial number, manufacturing date, manufacturing factory name, manufacturer name, address information of instruction manual information stored in the instruction server, and the like. These pieces of information are preferably associated with each other. The instruction server may be a server operated by the manufacturer of the device, or may be an external server different from the manufacturer.

  As described above, according to the present invention, it is possible to obtain information on how to handle the device from the portable terminal by a simple operation method of reading the identification code by the reading unit provided in the portable terminal.

  Furthermore, according to the present invention, since the portable terminal can be used as an instruction manual, the necessity for creating the instruction manual that has been provided in the booklet so far is reduced. This leads to resource saving.

  In addition, the present invention can be configured to further include a terminal on the contact center side that is connected via a mobile terminal, a management server, an instruction server, and a network and receives questions regarding the handling of devices. At this time, the mobile terminal identifies the terminal on the contact center side and connection information for accessing the terminal, the product number information of the device included in the identification code, and the mobile terminal that the mobile terminal has accessed most recently. The server address information is preferably transmitted to the terminal on the contact center side.

  The connection information includes information that can specify a terminal such as a telephone number on the call center side, an Internet protocol address (hereinafter referred to as an IP address) of a terminal on the contact center side, and an e-mail address. It is preferable that the connection information includes instruction manual information of the instruction server for the portable terminal. For example, a menu item such as “Call a contact center” is provided in a menu item on a screen on which instruction manual information is displayed, and a telephone number or IP address of the contact center is associated with this menu item, and the menu item is displayed. Make a call to the contact center at the same time you select an item.

  Thereby, the user can access the contact center from the portable terminal with an easy operation.

  In addition, from the mobile terminal, the product number of the device included in the identification code read by the reading means and the URL of the screen on which the instruction manual information accessed immediately before by the mobile terminal is displayed. Sent to the terminal on the contact center side.

  That is, it is possible to display information such as what kind of device and what kind of matter the user who has contacted the contact center from the mobile terminal has inquired about on the terminal on the contact center side. For this reason, the operator of the contact center can quickly narrow down the conditions of the user's inquiry content, and the operating work can be made more efficient.

  In addition, according to the present invention, the user can make an inquiry to the contact center without checking the product number or model name in the instruction manual or warranty card.

  Furthermore, according to the present invention, the terminal on the contact center side can create a database of information about questions and troubles received from users by telephone or e-mail, and provide the information to the management server.

  Thereby, the management server can provide such information to the mobile terminal as FAQ (Frequently Asked Question) information, and can improve usability.

  In addition, the present invention includes a mobile terminal connected via a network, a management server that manages access from the mobile terminal, and an instruction server that manages instruction manual information of devices provided to the mobile terminal. A method of providing instruction manual information to be executed, the step of reading an identification code attached to a device and including address information of an instruction server storing the instruction manual information of the device with a portable terminal; Extracting the address information contained in the identification code read by the reading means from the storage means storing the address information of the server via the management server; and transmitting the extracted address information to the portable terminal; It is characterized by including.

  ADVANTAGE OF THE INVENTION According to this invention, it becomes possible to provide the instruction manual information provision system and instruction manual information provision method which a user can acquire instruction manual information via a user terminal by simple operation.

  Furthermore, according to the present invention, in response to an inquiry from a user, an instruction manual information providing system and instruction manual information provision that can improve the efficiency of operations in a contact center that provides support services such as equipment handling It becomes possible to provide a method.

Hereinafter, the instruction manual information providing system and the instruction manual information providing method of this embodiment will be described in detail. This system records information such as URLs (Uniform Resource Locators) of sites that contain instructions for handling electrical appliances (including general home appliances such as TVs, video, hard disks, DVD recorders, personal computers, and mobile phones). QR code (Quick Response code) (identification code) is read by the user terminal, and the user can browse the site (screen) on which appropriate handling instructions are posted on the user terminal. .

  FIG. 1 shows a conceptual diagram of the instruction manual information providing system of this embodiment. In this system 1, a user terminal (which will be described as a mobile phone in this embodiment) 2 capable of reading a QR code, a management server 4 for performing access and user management from the mobile phone 2, and recorded in the QR code An instruction server 5 that manages instruction manual information is connected via the Internet 3. In the present embodiment, the instruction server 5 is a server operated by the manufacturer that manufactures the device, but the instruction server 5 and the management server 4 may be the same server. .

  In the QR code, the URL of the site (hereinafter referred to as the instruction site URL) on which the manufacturer name, product number, serial number, and instruction manual information of the device are posted is recorded. In addition, information on the name of the manufacturing factory of the device and the date of shipment may be recorded in the QR code.

  As described above, the mobile phone 2 has a function of reading a QR code (reading means), and further has a function of connecting to the Internet 3. The function of reading the QR code is realized by application software installed in the mobile phone.

The management server 4 plays a role of managing the user of the mobile phone 2 and accessing an appropriate instruction server based on information recorded in the QR code. On the other hand, the instruction server 5 has a database that stores various information recorded in the QR code. Here, the hardware configuration of the management server 4 and the instruction manual server 5 will be described.
First, as shown in FIG. 2, the management server 4 is a general personal computer, and a CPU (Central Processing Unit) (extraction means) 6 that performs overall processing control of the management server 4 and processing of the CPU 6 are performed. RAM (Random Access Memory) 7 that temporarily records accompanying information, and ROM (Read that stores basic programs and various programs for basic processing)
Only Memory) 8, a transmission / reception unit (transmission means, access means) 9 connected to the Internet 3 to transmit / receive information to / from the mobile phone 2, and a hard disk (storage means) 10 in which various databases and data are stored. ing.

  In the hard disk 10, a user information database 11 for storing user information registered by the user in order to use the system 1 and an FAQ database 12 for accumulating questions from the user are constructed.

  The user information database 11 includes a user's name, email address (including a personal computer email address and a mobile phone email address), telephone number, address, Stores the product number, serial number, manufacturer name, etc. of electrical appliances. In this embodiment, it is assumed that the user can use the system 1 by registering the user information in the server 4, and in the following description, it is assumed that the user registration has already been completed. explain.

Information included in the QR code, such as the product number, serial number, and manufacturer name of the electrical appliance, can be transmitted to the management server 4 by reading the QR code, and thus may not be input. As described above, since user registration can be performed using information included in the QR code, a user registration card attached to a product, which is widely used as a user registration method, is used by a user. However, the complicated work of filling out various items and sending them to the manufacturer can be omitted.

  Further, as shown in FIG. 1, the management server 4 is connected via the Internet 3 to a contact center terminal 13 that accepts inquiries by telephone and mail from the user. The contact center converts the content of the inquiry received from the user into data, and provides the data to the management server 4 via the Internet 3.

  Then, the management server 4 stores the inquiry data from the user sent from the contact center terminal 13 and the answer data to the user in the FAQ database 12 so as to change the display order in the order of the number of inquiries. . The information stored in the FAQ database 12 can be browsed if requested by the user.

Thus, by rearranging the data in the FAQ database 12 in the order of the number of inquiries, usability when providing inquiry data from the user and answer data to the user can be improved.
The above is the hardware configuration of the server 4.

  Next, the hardware configuration of the instruction server 5 will be described. The instruction server 5 extracts the requested QR code information from the management server 4 from the database and transmits it to the management server 4. That is, the QR code information is provided from the instruction server 5 to the mobile phone 2 via the management server 4.

  The instruction server 5 is also a general personal computer similar to the management server 4 and has the same main configuration as the management server 4 and includes a CPU, a ROM, a RAM, an HDD, and a transmission / reception unit. The difference from the management server 4 is that the database stored in the HDD stores various information recorded in the QR code (the manufacturer's name, product number, serial number, and URL of the site where the instruction is posted). This is the code information database 14.

FIG. 3 shows a data table in the QR code information database 14. Various information stored in the data table, such as the URL of the site where the manufacturer name, product number, serial number, and instruction for the device are posted (for example, the homepage of the device manufacturer) is associated with each item. ing. That is, for example, when only the product number is recorded in the QR code, information on the instruction site URL corresponding to the product number is extracted from the data table in the QR code information database 14.
The above is the hardware configuration of the instruction server 5.

Next, an instruction manual information providing method by the system 1 will be described.
First, the user reads the QR code attached to the electrical appliance with the mobile phone 2 and transmits it to the management server 4. The QR code is attached to the remote control if the electrical appliance has a remote control such as a television, a video deck, or an air conditioner, and is attached to the electrical appliance main body if the electrical appliance does not have a remote control.

The management server 4 receives the QR code information and connects to the instruction server 5. Then, the CPU (extraction means) of the instruction server 5 extracts the product number, serial number, and instruction site URL included in the QR code information from the data stored in the QR code information database 14. Then, an instruction site URL corresponding to the product number and serial number is transmitted to the mobile phone 2 via the management server 4. That is, QR code information is transmitted from the management server 4 from the user side.

  The user browses the site screen of the instruction site URL transmitted from the management server 4 using the mobile phone 2. As shown in FIG. 1, the site screen in the present system 1 includes instruction menu items (eg, 1. connection and preparation, 2. program guide, 3. recording, reservation, etc.) and user registration. An item, an item called “phone” in the contact center, and an item called “question” by email are displayed. The user selects an item for obtaining necessary information from these items.

  Regarding the provision of information on the items of the instruction menu, the instruction manual may be provided by characters, or may be provided by a moving image by streaming content distribution or the like.

  In addition, if there is product defect information such as product number, serial number, etc. (when QR code contains information about the manufacturing factory and shipment date), priority is given to the screen for reporting defect information. Display on the mobile phone 2.

  Further, as shown in FIG. 1, when the user selects the item “Call Contact Center” with the mobile phone 2, the contact center telephone number associated with the item is automatically dialed, and the contact center operator is selected. It leads to. As a result, the user can omit the operation of checking the telephone number of the contact center and dialing it, and can prevent an erroneous input of the telephone number.

  Further, when the user selects the item “Call Contact Center”, the management server 4 uses the IVR (Interactive Voice Response) to send the product number included in the QR code transmitted from the mobile phone 2 to the contact center. The process which transmits to the side terminal 13 is performed. Then, the terminal 13 on the contact center side can specify the type and model number of the equipment owned by the user from the product number.

  Thereby, in a contact center (operator), the equipment which a user owns can be specified quickly and correctly, and the efficiency of the work in a contact center can be improved.

  In addition, the URL information of the handling site that the user was browsing with the mobile phone 2 until just before may be transmitted from the mobile phone 2 to the terminal 13 on the contact center side. As a result, the contact center can register what kind of content the user has made an inquiry, and can easily respond to an inquiry from the user smoothly.

  As described above, according to the instruction manual information providing system and method of the present embodiment, the user can acquire the instruction manual information by a simple operation of reading the QR code with the mobile phone.

  Moreover, according to the system and method of this embodiment, since a part of QR code information can be used for user registration information, the troublesome work required for user user registration can be reduced.

  Furthermore, it is possible to omit or enclose the instruction manual in a booklet by attaching a QR code that records information for browsing the instruction manual information to the main body or accessory of the appliance. It is possible to eliminate the need for an instruction manual booklet, which leads to resource saving.

  In addition, according to the instruction manual information providing system and method of the present embodiment, it is possible to improve the accuracy of response work in the contact center and make the response work more efficient.

It is a schematic diagram of the instruction manual information providing system of this embodiment. It is a hardware block diagram of the management server and instruction manual which concern on this embodiment. It is an image figure of the table data of QR Code information database concerning this embodiment.

Explanation of symbols

1 Instruction manual information providing system 2 Mobile phone (reading means)
3 Internet (network)
4 Management server 5 Manual server 6 CPU
7 RAM
8 ROM
9 Transceiver 10 Hard disk (HDD (storage means))
11 User Information Database 12 FAQ Database 13 Contact Center Terminal 14 QR Code Information Database

Claims (3)

Instruction manual provided with a portable terminal connected via a network, a management server for managing access from the portable terminal, and an instruction server for managing instruction manual information of equipment to be provided to the portable terminal A document information providing system,
Reading means provided on the portable terminal, attached to the device, for reading an identification code including address information of the instruction server storing instruction manual information of the device;
Extraction means for extracting the address information contained in the identification code read by the reading means from the storage means storing the address information of the instruction server via the management server;
An instruction manual information providing system comprising: transmission means for transmitting the extracted address information to the portable terminal. The mobile terminal is connected to the management server and the instruction server via the network, and further includes a terminal on the contact center side that accepts questions regarding the handling of equipment,
The portable terminal is
Connection information for identifying the terminal on the contact center side and accessing the terminal;
Product number information of the device included in the identification code;
2. The instruction manual information providing system according to claim 1, wherein address information of a manual server that the mobile terminal has accessed most recently is transmitted to the terminal on the contact center side. Instructions executed by a mobile terminal connected via a network, a management server that manages access from the mobile terminal, and an instruction server that manages instruction manual information of devices to be provided to the mobile terminal A method for providing information on a book,
A step of reading with the mobile terminal an identification code that is attached to the device and includes address information of the instruction server storing the instruction manual information of the device;
Extracting the address information contained in the identification code read by the reading means from the storage means storing the address information of the instruction server via the management server;
And a step of transmitting the extracted address information to the portable terminal.

Images