JP2009288827A - Inquiry support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To enable a system to grasp inquiry content from a user when an error is generated when using a provided WEB service. <P>SOLUTION: This system waits for the click of a button indicating "to an inquiry form" on a WEB picture. Then, this system depresses the link button, and simultaneously acquires the argument data of the previous picture of an error picture and an error picture displayed at present. Then, when the input picture of the inquiry form is shifted to a confirmation picture, the system retrieves whether or not there exists content matched with an FAQ registered in a DB in advance from the stored argument data and the error picture data. When there exits the pertinent FAQ, the link of the FAQ is displayed on the confirmation picture of the inquiry form. Also, it is possible to finally send error picture data to an inquiry manager although there does not exist any matched content. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention is a system that can accurately transmit an error situation to all systems having an inquiry response service.

  In a general inquiry system, when an event / problem occurs when using a WEB page, the inquiry processing is processed by the mail system.

  In this type of inquiry system, as described in Patent Document 1, for example, an inquiry management server for inquiring about operations and the like is connected to a user terminal using a personal computer (PC) via the Internet. .

When the inquiry key of the user terminal is pressed, this system collects an inquiry request and necessary information in the user terminal via the Internet and sends it to the inquiry manager's server.
Then, the inquiry manager server grasps the state of the user terminal from the information sent from the user terminal, creates an answer to the inquiry, and sends it to the user terminal via the Internet.

JP 2002-351699 A

  The above-described conventional inquiry system acquires information input in a dedicated inquiry form in which an error status is entered at the user's terminal, and sends the inquiry information to the inquiry management server with the form information attached thereto. However, in this system, since the answer to the inquiry item is made at the user's discretion, the actual status of the error does not necessarily match the answer, and there is a problem that the error situation cannot be accurately grasped. .

  Therefore, an object of the present invention is to provide an inquiry system capable of automatically and accurately grasping the situation without depending on the proficiency level of the user when transmitting the inquiry contents from the user terminal to the inquiry manager. There is.

  In order to achieve the above object, the inquiry support system of the present invention is a system to which an inquiry error screen is attached. The inquiry system of the present invention always obtains argument data when passing argument data at the time of screen transition, and when the program becomes an error process, from the argument data of the previous screen of the error screen, from the previous screen of the error screen A database of argument data associated with each other so that a search can be performed for each content is provided. The system searches the error database based on the acquired argument data, and if there is a matching content from the search result, it acquires the error code and error name, and displays the data on the error screen. In addition, a link to an inquiry form is embedded in advance in an error screen corresponding to each WEB page provided by the system. Further, the inquiry server of the inquiry system of the present invention includes a FAQ database associated with each other so that a search can be performed for each content of the error screen. In addition, the inquiry server function obtains the argument data on the previous screen of the error screen, the error screen information of the user terminal, and retains the argument data and error screen data in the retained data storage unit, corresponding to each error screen A function of acquiring information input by the user in the inquiry form and storing it in the stored data storage unit, and a function of collating form input information corresponding to the error screen data and registered data in the FAQ database are provided.

  Next, a processing procedure for making an inquiry of this system will be described.

  When the error screen is displayed on the WEB screen on the user terminal, the inquiry system always acquires the argument data when the argument data is delivered, and the system acquires it only when the program results in error processing. Based on the argument data, a search is performed in the error database, and when there is content that matches the search result, an error code and an error name are acquired, and information on the error screen is displayed on the user's WEB screen. When there is no matching content, an error screen embedded in the program as it is is displayed. The acquired argument data is held in the holding data storage unit. Next, it waits for the click on the link “To inquiry form” pasted as a link on the error screen on the WEB screen on the user terminal. When the click information is acquired, the error screen information of the user terminal is acquired, and the error screen data is acquired in the retained data storage unit of the inquiry server.

  Next, the inquiry system waits for input in the inquiry form while retaining the argument data and the acquisition screen data of the previous screen of the error screen. When the user completes input and clicks the confirmation button to obtain information, the input data confirmation screen is waiting to be displayed. The argument data of the previous screen of the error screen and the information corresponding to the error screen are obtained from the FAQ database. To match. If there is a collation result, the collation result (link to the corresponding item in FAQ) is added to the confirmation screen for the input content and displayed on the user terminal. If not, the error screen acquisition data is sent to the administrator terminal connected to the inquiry server together with the input contents of the inquiry form.

  As described above, according to the present invention, it is possible to easily present an appropriate answer content by checking the FAQ associated with the error screen, and to associate the inquiry content with the error screen to the administrator. Since the data is automatically sent, the administrator can accurately grasp the detailed information of the error, which has the effect of increasing the efficiency of answering the inquiry.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

  FIG. 3 shows the flow of processing after an error screen is generated on the user terminal in the inquiry support according to the present invention. 4 to 9 are diagrams showing an image of screen transition of the user terminal in the processing of FIG. 3, and FIG. 1 is an overall system configuration diagram of the present invention. FIG. 2 shows an example of an error database and FAQ database provided in the inquiry support for mail inquiry according to the present invention.

  First, the system configuration of the inquiry support system according to the present invention will be described with reference to FIG. Here, a user terminal is referred to as a user PC, a server that receives an inquiry is referred to as an administrator server, and a terminal that is connected to the administrator server and is checked by the inquiry administrator is referred to as an administrator PC.

  The Internet 33 in FIG. 1 is a communication line connecting 31 user PCs and 32 administrator servers. This system is roughly divided into a user side and an administrator side via a network. On the user side, a display unit 300 for displaying a screen on the WEB, an input unit 301 for receiving user input information, an input content storage unit for temporarily storing the input content of 302, 303 communication unit for communicating with the administrator server, 306 error screen information, 305 processing unit for processing 306 error screen information for temporary storage as error screen data, and error screen data It is comprised by the preservation | save data storage part for preserve | saving. In the administrator server, a communication unit 321 for communicating with the user PC, a server AP unit 322 for performing a search operation on the user error screen data and the FAQ database 34, an error database 35, It consists of 36 administrator PCs. The error database 35 stores error data information associated with argument data in advance. The FAQ database 34 also stores FAQ information associated with the error screen in advance. When the administrator server is a content provider, the error screen information and FAQ information can be associated with each other. However, when the administrator server undertakes an inquiry response from one or more content providers that exist separately, the content provider The error screen information created in step 1, the identification information and initial FAQ information are obtained and stored, and thereafter, the FAQ information created from the inquiry by the content provider is obtained to obtain the error screen information obtained in advance and the information. The information is stored in association with the identification information. In the system of the present invention, a link to the inquiry form is embedded in the error screen in advance.

  Further, with respect to the server AP unit 322, the argument data received from the user PC, the stored data storage unit 323 for temporarily storing the error screen data, and the search processing in the FAQ database 325 The DB access processing unit and the processing unit 324 that processes whether or not there is matching information from the information 323 and 325 are included.

  Next, an embodiment of a mail inquiry error screen sending system to which the present invention is applied will be described according to a system flowchart.

  FIG. 3 shows the flow of processing after an error screen is generated at the user terminal in the inquiry support for mail inquiry according to the present invention.

  First, when argument data is exchanged when the user operates the WEB screen as shown in FIG. 4, the system always obtains argument data from the processing unit 324 of the management server 32 by a program. (Step S111) Then, only when error processing occurs in the program thereafter, the processing unit 324 performs a search in the argument string of the error DB 35 based on the acquired argument data. If the screen is displayed normally without error handling, this system will not function.

  Next, when a corresponding error exists from the search result, an error code and an error code name are acquired, and the data is temporarily stored in the retained data storage unit 323 on the management server. The processing unit 324 reads the error code and the error code name from the retained data storage unit 323, and transmits these data to the user PC via the communication unit 321 and the Internet 33 (step 112). The user PC 31 displays the received data on the display unit 300 (step S101). A screen image (WEB screen) displayed on the display unit is shown in FIG. Next, as shown in FIG. 5, the system waits for a click on a link “to inquiry form” pasted as a link on the WEB screen. In step S112, if there is no content that matches the search result, the processing unit 324 determines that there is an error and notifies that there is no information that matches the search result via the communication unit 321 and the Internet 33. It is assumed that only the error screen displayed in the normal program processing is displayed on the screen of FIG. Next, when the user PC 31 clicks “To inquiry form” on the WEB screen shown in FIG. 5, the processing unit 305 together with this request information and the error screen displayed from the display unit 300 of the PC 31 together with the communication unit 303. The information is transmitted to the management server 32 via the Internet 33, and the processing unit 324 of the administrator server 32 acquires request information and an error screen from the user PC 31 (step S113). The acquired information is temporarily stored in the retained data storage unit 323 on the administrator server.

  In the administrator server system, the processing unit 324 transmits the error screen image and identification information of the stored error screen and the argument data stored in advance to the DB access processing unit 325, and the DB access processing unit 325. In the FAQ database 34 in which the contents are registered in advance (step S114), it is searched whether there is a content that matches the screen identification information in the argument data and error screen information (step S115). Examples of data items in the FAQ database 34 are as shown in FIG. In the search, the search is first performed for the contents that match the item information of the screen identification information, in the example of FIG. 2 "error code", "error name", and "argument". If there is no matching item, an error is detected. Search by “item contents” in the screen information.

  Thereafter, the search result is stored in the retained data storage unit 323 from the DB access processing unit 325 of the server AP unit 322 regardless of whether or not the corresponding content exists.

Meanwhile, the user PC displays an inquiry input screen as shown in FIG. 6 (step S102), and the system waits for the user's input. When the user inputs necessary items on the inquiry input screen and inputs an instruction to move to the confirmation screen for the next input content with the confirmation button, the system receives the request information from the user PC and corresponds to the error message. If the FAQ to be executed already exists, the DB access processing unit 325 extracts the search result of the FAQ stored in the retained data storage unit 323 posted in the FAQ registered in the DB, and the search result and the input content The confirmation screen is synthesized and transmitted by the above process, and a screen as shown in FIG. 7 is displayed on the user PC. (Step S103) When the corresponding data does not exist, the DB access processing unit 325 transmits only the confirmation screen of the input content and is displayed on the user PC (Step S103).
In either case, the error screen data remains held in the held data storage unit 323 at this time.

  In the case of the former process, if the problem is solved by displaying the FAQ search result, the user is expected to end the process without sending the inquiry form to the administrator server 32. In this case, the “Cancel inquiry since resolved” button in FIG. 7 is clicked, and the screen transitions to FIG. When the administrator server 32 obtains the processing end instruction information from the user PC 31, the processing unit 324 issues a data discard instruction to the retained data storage unit 323, and the retained data storage unit 323 deletes the error screen data (step). S104). In the case where the problem cannot be solved by the information provided in the former process, and in the latter process, the user changes the screen to FIG. 9 after clicking the “inquire because it does not solve” button in FIG. Send to server 32. The communication unit 321 of the administrator server 32 receives the inquiry form information and passes the data to the retained data storage unit 323 in the administrator server. The retained data storage unit 323 transmits this information, the retained error screen data, and argument data to the administrator PC 36. Even if there is no registration information in the FAQ database, since the error message data is sent to the administrator PC 36, the administrator can quickly grasp the error status of the user (step S116).

1 is a system configuration diagram showing an embodiment of the present invention. The FAQ database item figure which shows embodiment of this invention. The flowchart figure which shows embodiment of this invention. The 1st page of the system configuration block diagram showing the embodiment of the present invention. The second page of the system configuration block diagram showing the embodiment of the present invention. The third page of the system configuration block diagram showing the embodiment of the present invention. The 4th page of the system configuration block diagram showing the embodiment of the present invention. The 5th page of a system configuration block diagram showing an embodiment of the invention. The 6th page of the system configuration block diagram showing the embodiment of the present invention.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 31 ... User PC, 32 ... Administrator server, 33 ... Internet, 300 ... Display part of user PC, 301 ... Input part of user PC, 302 ... Input content storage part of user PC, 303 ... User PC 305 ... User PC processing unit, 306 ... User PC error screen information, 321 ... Administrator server communication unit, 34 ... FAQ database, 35 ... Error database, 36 ... Administrator PC, 322 ... Server AP section of administrator server, 323... Storage data storage section of administrator server, 324... Processing section of administrator server, 325... DB access processing section of administrator server.

Claims (1)

  In a system in which a user terminal and an inquiry response server are connected via a network, the inquiry response server always obtains argument data at a screen transition where an argument occurs, and responds to the argument data when it is determined that an error has occurred in the program A function for performing a search execution based on the error database, and a function for collating the error database contents corresponding to the argument data, and a corresponding error code from the error database when the corresponding error contents exist as a result of the collation or A function for transmitting an error code name to the user terminal and displaying the screen, a function for acquiring the error screen information of the user terminal including the error screen identification information in the inquiry corresponding server, and a user in a predetermined inquiry form A function to acquire information that has been entered for a given item A function of acquiring an inquiry item content from the inquiry form information in the inquiry response server, and a FAQ database for storing error information and response information associated with the error screen identification information in the inquiry response server. A function for collating the contents of the FAQ database corresponding to the information, and when the corresponding error contents exist as a result of the collation, the contents of the answer to the corresponding error from the FAQ database or the contents storing the answer contents are linked to the user. A function for transmitting to the terminal and displaying the screen, and a function for transmitting the acquired screen information together with the contents of the inquiry item to the administrator terminal connected to the inquiry corresponding server and displaying the screen when there is no corresponding error content as a result of collation Characterized by having The combined support system.

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