JP2009098824A - Product information support system - Google Patents

Product information support system Download PDF

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Publication number
JP2009098824A
JP2009098824A JP2007268505A JP2007268505A JP2009098824A JP 2009098824 A JP2009098824 A JP 2009098824A JP 2007268505 A JP2007268505 A JP 2007268505A JP 2007268505 A JP2007268505 A JP 2007268505A JP 2009098824 A JP2009098824 A JP 2009098824A
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JP
Japan
Prior art keywords
support
information
terminal
product
unit
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Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Pending
Application number
JP2007268505A
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Japanese (ja)
Inventor
Kazunori Iwabuchi
Koji Kamogawa
Yoshihiro Machida
一則 岩渕
芳広 町田
浩二 鴨川
Original Assignee
Hitachi Ltd
株式会社日立製作所
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Application filed by Hitachi Ltd, 株式会社日立製作所 filed Critical Hitachi Ltd
Priority to JP2007268505A priority Critical patent/JP2009098824A/en
Publication of JP2009098824A publication Critical patent/JP2009098824A/en
Application status is Pending legal-status Critical

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Abstract

<P>PROBLEM TO BE SOLVED: To provide a system which can quickly obtain support information about a product which a user needs. <P>SOLUTION: This system is equipped with a support terminal and a support type input section in a menu on the support terminal, so that information on a commodity on which support is required can be selected from a support type before connecting to a support center, and desired product support information can be obtained from a database of the support center according to a selected support type. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a product information support system for displaying an instruction manual or the like through a communication line.

  As a system for a user to obtain support information related to a product such as a specific device, home appliance, or food, a support system that returns support information by searching a support center database from a user terminal is disclosed (for example, Patent Literature) 1). In addition, a system on the support center side that supports products of a plurality of manufacturers is disclosed (for example, see Patent Document 2). Furthermore, an application program and a center server system that are additionally installed in a mobile phone are also disclosed (for example, see Non-Patent Document 1).

JP 2002-56175 A Japanese Patent Laid-Open No. 2002-236741 http://www.nttdata.co.jp/release/2007/062700.html

  According to the technology that constitutes the above support system, the user can obtain support information about the product, but the following problems are raised.

  The information that the user wants to obtain may be various support forms such as a handling method, an answer regarding trouble, an acquisition of consumables indispensable as a component of a product, and a repair request. In order to respond flexibly to these requests and satisfy the users, if the support center personnel are enriched and realized, it will be a considerable cost when converted to the personnel costs of the person in charge. Is expected to take.

  However, there is an urgent need to reduce this support cost because the profit that a manufacturer who sells or manufactures a product can obtain in one product is limited. Further, if it takes a lot of time to obtain support information, the user's satisfaction level decreases, so it is necessary to shorten the time until information acquisition.

  Furthermore, systems other than personal computers and mobile phones that receive support were not considered.

  An object of the present invention is to provide a system that can quickly obtain support information about a product required by a user.

  In addition, another problem is that a support device function is provided in a television receiver or the like existing in a general home, so that support information not only for the television receiver but also for other products is obtained through a pointing device such as a remote control. It is to provide a technique that makes it possible.

In order to solve the above problem, for example, a product identification information acquisition unit that acquires product identification information for identifying a product for which support is desired, and a support type for the product acquired in the product identification information acquisition unit are output. A first recording medium comprising: a terminal-side communication unit that obtains support information of a product desired to receive support; a display unit that displays support information obtained in the communication unit; and a control program that controls each unit A terminal that controls each unit in accordance with a control program stored in the recording medium, a database that stores product support information, and a data that is output from the support communication unit The center side communication unit that receives the product identification information and outputs the product information output from the database A product information support system comprising a support center comprising the database and a server side control unit for controlling the center side communication unit, wherein the recording medium has a support type menu for selecting a support to be acquired. The terminal side control unit displays the support type menu on the display unit, and outputs the support type input in the support type acquisition unit from the terminal side communication means,
The server-side control unit is configured to output support information stored in the database according to the support type received in the center-side communication unit from the center-side communication unit to the terminal-side communication unit.

  According to the present invention, for example, it is possible to quickly obtain necessary information by selecting in advance the type of support information to be received on the support menu screen and then connecting to the communication line.

  For example, it is possible to receive support information for various products through a television receiver having a support terminal function. As a result, it is possible to reduce costs related to the exchange of support information by using an existing base material.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. The present invention is not limited to the illustrated example.

  Hereinafter, a first embodiment of the present invention will be described with reference to FIGS.

  FIG. 1 is a block diagram of a support terminal 1 and a support center 2 in the first embodiment of the present invention. The support terminal 1 and the support center 2 are connected via a network communication line 3.

  The support terminal 1 includes a processor 4, a microphone 5, a camera 6, a key input unit 7, a communication unit 8, a display unit 9, a speaker 10, a ROM 11, and a RAM 12. Connected through.

  The support center 2 includes a communication unit 14, a processor 15, a control program 16, and a database 17, and these are connected via a system bus 18.

  The processor 4 is configured to control the support terminal 1. The control program is stored in the ROM 11, and the work information and cache information are stored in the RAM 12 and operate.

  The system bus 13 is connected to input / output means such as a microphone 5, a camera 6, and a key input means 7, and voice, video, or key input information is input by a user operation through them. ing. Further, the result of control by the processor 4 is notified to the user through the display means 9 and the speaker 10. The support terminal 1 is connected to the communication line 3 via the communication means 8.

  In the support center 2, information exchange with the support terminal 1 is realized by the communication means 14 via the network communication line 3.

  Further, the program of the control program 16 is executed by the processor 15, and the entire support center 2 is controlled by the processor 15. The access result to the information stored in the database 17 is sent to the support terminal 1 by the communication means 14 via the system bus 18. The user who operates the support terminal 1 displays the information of the database 17 in the support center 2 on the display means 9 and outputs sound from the speaker 10, thereby obtaining support information. Is possible.

  FIG. 2 is an external view of the support terminal 1 which is an example of the support terminal 1 in the embodiment of FIG. The support terminal 1 is provided with a key input means 7 for inputting a signal and a display means 9 for displaying information, and the acquired support information can be displayed on the display means 9 of the mobile phone. Is possible.

  FIG. 3 shows an example of a menu display screen on the display means 9 of the support terminal 1, and a support type input means 30 and a support button 31 are provided. When the user activates the support terminal 1, a support terminal menu is displayed on the display means 9, and preparation for the start of support is possible. The user can obtain support information by operating the key input means 7 to select a support type to receive support through the support type input means 30 and then pressing the support button 31 to determine. Yes.

  In the embodiment shown in FIG. 3, as the type displayed on the support type input means 30, an instruction manual, Q & A, consumables, utilization method, and call center are displayed. Among them, the instruction manual is a document describing how to use a product for which support is desired, and the Q & A is a list showing examples of answers to various inquiry contents from the user. In addition, consumables are selected when receiving support for obtaining or purchasing information on consumables necessary for the product for which support is desired, and the usage method is not mentioned in the previous instruction manual. To get information on how to use it. The call center is a selection type used when a person in charge of a support center is called to make an inquiry.

  Here, the movement of obtaining the instruction manual using the support terminal 1 will be described. When the user operates the key input unit 7 to select a desired support type from the support type input unit 30, and operates the key input unit 7 and presses the support button 31, the network communication line 3 shown in FIG. To obtain support information from the support center 2.

  Specifically, when the camera 6 provided in the support terminal 1 is pointed at a product to be supported or a document attached to the product and the support button 31 is pressed by operating the key input means 7, the camera 6 supports the camera 6. Appearance of the product you want to receive or a mark identifying the product listed on the document attached to the product (JAN code etc. is displayed in bar code or QR code. JAN code is a Japanese Article Number code Abbreviation, used in Japan as a code that uniquely identifies a product QR code is an abbreviation for Quick Response code, a type of barcode that is displayed in two dimensions. Is recognized, and the product identification code and the selected support type information are sent to the support center 2.

  In accordance with the received support type signal, the support center 2 sends to the support terminal 1 the file entity of the instruction manual stored in the database 17 or URL information containing the instruction manual. When the support terminal 1 receives the entity file of the instruction manual, it displays the contents of the entity file on the display means 9. When the URL information including the instruction manual is received, the browser function stored in the ROM 11 is activated, and the URL including the instruction manual is accessed through the communication unit 8 to obtain the information.

  FIG. 4 is an example of information stored in the database 17 provided in the support center 2. In the embodiment of the database 17, information from A to G is stored in order to support the product by switching the information to be provided according to the content of the support information type transmitted from the support terminal 1 by the user's operation. Has been.

  A is a JAN code that identifies the appearance and product, B is a QR code and JAN code, C is a JAN code and instruction manual, D is a JAN code and Q & A collection, E is a JAN code and consumables URL, and F is a JAN code And utilization method URL, G is a database of JAN codes and call center telephone numbers. The database shown in FIG. 4 is configured to exist individually according to the type of input and output. However, the support information is obtained as output information, and the present invention is not limited to this.

  The support center 2 has a function of extracting features from the image data by image recognition. The feature of the product is extracted from the image data image sent from the information terminal 1, and the database 17 is based on the extracted information. Access necessary support information. Here, A in FIG. 4 which is a combination of the appearance photograph and the JAN code is used when the appearance photograph of the product is sent from the information terminal 1, and for obtaining the manufacturer name and model of the product from the appearance photograph. belongs to.

  In FIG. 4G, “call center telephone number” is stored, but the database 17 stores the telephone number of the call center and is redirected to the call center (phone transfer function) while connected to the support center 2. Alternatively, the support terminal 1 may directly call the call center by transmitting the stored call center telephone number information to the support terminal 1.

  According to the invention of this embodiment, it is possible to quickly obtain necessary information by selecting in advance the type of support information displayed on the support menu screen and then connecting to the communication line.

  Next, the present embodiment will be described with reference to FIGS. In the following, description of parts common to the first embodiment will be omitted, and description will be focused on the contents specific to the present embodiment.

  FIG. 5 shows support history information stored in the RAM 12 of the support terminal 1 and stores a JAN code of a registered device, an instruction manual and a Q & A collection obtained when receiving support.

  FIG. 6 shows a state where a support terminal menu having a function for referring to the support history information explained in FIG. 5 is displayed on the display means 9, 60 is a support history button, and 61 is a download. It is a history button. The support terminal menu is displayed on the display means 9 of the support terminal 1, and the user presses the support history button 60 or the download history button 61 before receiving support, for example, the support history shown in FIG. The download history shown in FIG. 7 is displayed so that support information received in the past can be referred to.

  7 and 8 are support menus showing the support history and the download history. The support menu is displayed when the support history button 60 or the download history button 61 described with reference to FIG. 6 is pressed.

  Here, 71 and 81 are return buttons, 72 and 73 are support history buttons, and 82 and 83 are download history buttons. As described above, since the support history information is stored in the RAM 12 of the support terminal 1, when the user presses the support history buttons 72 and 73 in FIG. 7 and the download history buttons 82 and 83 in FIG. 3, support information can be obtained from the support center 2.

  Further, the support information stored in the RAM 12 may be accessed by the user pressing the support history buttons 72 and 73 in FIG. 7 and the download history buttons 82 and 83 in FIG. 8.

  Then, by pressing the return buttons 71 and 81, for example, the screen returns to the support terminal menu screen as shown in FIG.

  Thus, according to the invention according to the present embodiment, it is possible to easily access and refer to support information received in the past, so that convenience for the user can be improved.

  Next, the present embodiment will be described with reference to FIG. In the following, description of parts common to the first embodiment will be omitted, and description will be focused on the contents specific to the present embodiment.

  The IP television 91 shown in FIG. 9 is an example of the support terminal 1, 92 is a display means, and 93 is a remote control light receiving unit. Reference numeral 95 denotes a remote controller, and the remote controller 95 is provided with a camera 94.

  The IP television 91 is a television receiver capable of receiving a broadcast or communication program using the Internet protocol, and has a function of connecting to the network communication line 3. The IP television 91 is provided with a display means 92 for displaying an image and a remote control light receiving unit 9 for receiving a signal transmitted from the remote control 95. As described in FIG. It is displayed on the display means 92. The function of the key input means 7 described in the description of FIG. 1 is that the support terminal shown in FIG. 9 is divided into a remote control 95 and a remote control light receiving unit 93, and the remote control 95 is provided with a camera 94.

  According to the invention of the present embodiment, a JAN code or appearance photograph of a product to be supported is taken through the camera 94 provided in the remote controller 95, and the support center is passed through the communication line 3 via the remote control light receiving unit 93. 2, the support information desired to be obtained is displayed on the display means 92 of the IP television 91.

  Here, when the remote controller 95 is provided with a display unit, the support menu display screen may be displayed on the display unit of the remote controller 95. Further, the remote controller 95 may be of the mobile phone shape described with reference to FIG.

  In the embodiment shown in FIG. 9, the remote controller 95 includes the camera 94. However, instead of the camera, a means for inputting a manufacturer name or product name by voice or key input may be provided.

  In the embodiment shown in FIG. 9, the television receiver has a support terminal function. However, this may be a home appliance other than a television, and can be applied to various home appliances such as a personal computer and a DVD recorder. These individual devices may be linked to form a support terminal function.

It is a block diagram of the support terminal and support center of Example 1. 1 is an external view of a support terminal according to Embodiment 1. FIG. 6 is an example of a support terminal menu display screen of the support terminal according to the first embodiment. 4 is an example of a type of a support center database according to the first embodiment. It is the log | history information preserve | saved in the support terminal of Example 2. FIG. It is an example of the screen with a history button of the support terminal menu of Example 2. It is an example of support history display of Example 2. It is a download history display example of Example 2. 10 is an example of a support terminal mounted on an IP television according to a third embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Support terminal, 2 ... Support center, 3 ... Communication line, 4 ... Processor, 5 ... Microphone, 6 ... Camera, 7 ... Key input means, 8 ... Communication means, 9 ... Display means, 10 ... Speaker, 11 ... ROM , 12 ... RAM, 13 ... system bus, 14 ... communication means, 15 ... processor, 16 ... control program, 17 ... database, 18 ... system bus, 21 ... display device, 30 ... support type input means, 60 ... support history button 61 ... Download history button 91 ... IP TV

Claims (5)

  1. A product identification information acquisition unit for acquiring product identification information for identifying a product to be supported;
    Output the support type for the product acquired in the product identification information acquisition unit, the terminal side communication unit for acquiring support information of the product to receive the support,
    A display unit for displaying support information acquired in the communication unit;
    A first recording medium provided with a control program for controlling each unit;
    A terminal-side control unit that controls each unit according to a control program stored in the recording medium;
    A support terminal comprising:
    A database containing product support information;
    A center side communication unit that receives the product identification information output from the support side communication unit and outputs the product information output from the database;
    A server-side control unit that controls the database and the center-side communication unit;
    A support center with
    A product information support system comprising:
    The recording medium stores a support type menu for selecting a support to be acquired, and the terminal-side control unit displays the support type menu on the display unit, and the support type input in the support type acquisition unit. The type is output from the terminal side communication means,
    The server-side control unit outputs support information stored in the database according to a support type received in the center-side communication unit from the center-side communication unit to the terminal-side communication unit. Product information support system.
  2.   The support terminal includes a second recording medium in which a history of support information received by the terminal-side communication unit is stored, and the terminal-side control unit is stored in the second recording medium. The history of support information received by the terminal-side communication unit is displayed on the display unit, and the support type based on the displayed history is output from the terminal-side communication unit. Product information support system.
  3.   The support terminal includes a second recording medium for storing support information history and support information received by the terminal-side communication means, and the terminal-side control unit is stored in the second recording medium. The support support information related menu for displaying on the display means a support related information menu for acquiring support information history and support information received in the terminal side communication means is displayed. Product information support system described.
  4. The product information support system according to any one of claims 1 to 3, wherein the support terminal is a mobile phone.
  5.   The product information support system according to claim 1, wherein the support terminal is a television receiver.
JP2007268505A 2007-10-16 2007-10-16 Product information support system Pending JP2009098824A (en)

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Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2012157251A1 (en) * 2011-05-17 2012-11-22 日本電気株式会社 Information processing system, device support method, information processing device, and control method and control program thereof
JP2013242650A (en) * 2012-05-18 2013-12-05 Biva Holdings Co Ltd Information presentation system, terminal and information presentation method
JP2016535356A (en) * 2013-08-28 2016-11-10 上海合合信息科技発展有限公司INTSIG Information Co.,Ltd. Product description inquiry method, apparatus, system and client

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2003125111A (en) * 2001-10-17 2003-04-25 Konica Corp Apparatus with built-in document information and document information browsing method
JP2005311573A (en) * 2004-04-20 2005-11-04 Matsushita Electric Ind Co Ltd Device remote control, device remote control communication system and its program

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2003125111A (en) * 2001-10-17 2003-04-25 Konica Corp Apparatus with built-in document information and document information browsing method
JP2005311573A (en) * 2004-04-20 2005-11-04 Matsushita Electric Ind Co Ltd Device remote control, device remote control communication system and its program

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2012157251A1 (en) * 2011-05-17 2012-11-22 日本電気株式会社 Information processing system, device support method, information processing device, and control method and control program thereof
JPWO2012157251A1 (en) * 2011-05-17 2014-07-31 日本電気株式会社 Information processing system, device support method, information processing apparatus, control method thereof, and control program
JP2013242650A (en) * 2012-05-18 2013-12-05 Biva Holdings Co Ltd Information presentation system, terminal and information presentation method
JP2016535356A (en) * 2013-08-28 2016-11-10 上海合合信息科技発展有限公司INTSIG Information Co.,Ltd. Product description inquiry method, apparatus, system and client

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